Zurich Indonesia speeds up claims after Bali floods

Faster settlement boosts confidence in insurance as a practical financial tool.

PT Zurich Asuransi Indonesia, Tbk has rolled out faster claim settlement, a move aimed at easing the impact of rising climate-related losses and reinforcing customer trust.

The initiative was tested during the September 2025 floods in Bali, when Zurich paid more than $1.74m  (IDR30b) in claims. Property insurance accounted for $1.68m (IDR29b) of the total, with the remainder linked to motor coverage. Payments were processed through a fast-track system to shorten settlement times for affected policyholders.

“Fast and transparent claims payment is the most tangible proof of insurance value,” Edhi Tjahja Negara, country manager at Zurich Indonesia, told Insurance Asia. “When risk materialises, speed is critical—not only to support recovery, but to maintain trust.”

Extreme weather events, from floods to strong winds, are occurring more often, boosting public awareness of household and business exposure. Yet insurance penetration in Indonesia remains below 3%, highlighting a gap between awareness and actual coverage.

Delays or administrative hurdles during claims can reinforce scepticism, whilst faster settlement strengthens confidence in insurance as a practical financial tool.

Zurich focuses on operational changes rather than launching new products. Documenting claims has been streamlined whilst prioritising internal approvals during catastrophes, cutting procedural delays.

The emphasis on execution comes amidst steady premium growth. Zurich Indonesia’s gross written premiums had risen 15% as of October 2025—17% at Zurich General Takaful Indonesia and 9% at Zurich Topas Life.

Motor insurance continued to grow despite a soft automotive market, health insurance premiums climbed over 50%, and digital travel insurance sales rose more than 40% as mobility recovered.

Edhi said claim performance has become increasingly key to long-term participation. “People may understand the importance of insurance, but confidence is shaped by what happens when a claim is filed,” he said in an emailed reply to questions.

Zurich plans to maintain the faster claim process into 2026, backed by service and digital improvements, as the insurer braces for higher loss frequency amidst climate volatility. “Claims are where insurance proves its relevance,” he added.