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Tugu Insurance Received 6 Awards At The SLE Awards 2025, Showcasing Customer Satisfaction

PT Asuransi Tugu Pratama Indonesia Tbk (Tugu Insurance) has once again been recognized for its quality insurance services. This recognition comes from the Satisfaction, Loyalty, & Engagement Awards 2025 (SLE Awards 2025).

At the event organized by Infobank Magazine and Marketing Research Indonesia (MRI), Tugu Insurance was named one of the Best General Insurers based on gross premiums exceeding IDR 3 trillion. The award was presented during the “Starting Year Forum 2025 & 8th Satisfaction, Loyalty, Engagement Awards 2025.”

Tugu Insurance demonstrated strong performance in customer experience and resilience. The company, a subsidiary of the state-owned enterprise PT Pertamina (Persero), received multiple awards, including:

- The Best General Insurance (Gross Premium > IDR 3 Trillion) in Customer Experience Index

- The Best General Insurance (Gross Premium > IDR 3 Trillion) in Customer Resilience Level Index

- The 2nd Best General Insurance (Gross Premium > IDR 3 Trillion) in Marketing Engagement Index

- The 3rd Best General Insurance (Gross Premium > IDR 3 Trillion) in Customer Centricity Index

- The 3rd Best General Insurance (Gross Premium > IDR 3 Trillion) in Engagement Index

- The 3rd Best General Insurance (Gross Premium > IDR 3 Trillion) in Satisfaction, Loyalty, & Engagement 2025

Ery Widiatmoko, the Marketing Director of Tugu Insurance, accepted the award and expressed pride and appreciation for the company's achievements. He noted that this success is due to the company's performance and excellent customer service, supported by a strong management team.

“This achievement will motivate us to continue improving our performance and service,” he stated.

We thank all our customers and stakeholders for their continuous support of Tugu Insurance, which allows us to keep improving our performance, said Ery.

For your information, the SLE survey for the General Insurance category in 2025 was conducted in the fourth quarter of 2024 using a quantitative method. It involved 355 customers from seven leading insurance companies. The survey results showed that the SLE index for vehicle insurance was 67.75%, indicating that customers are engaged or satisfied with the service but may switch to another brand if a better offer arises. Meanwhile, the customer satisfaction index reached 79.95%.

Overall, the customer loyalty index for car insurance was recorded at 73.41%. A large majority of customers (90.42%) are willing to recommend their insurance brand to others. However, their loyalty is not fully solid, as only 53.8% of customers are willing to pay higher premiums for the same service. Given this data, Tugu Insurance will intensify efforts to enhance service quality for customers.

According to the Infobank Research Bureau, customer resilience significantly impacts customer loyalty. Therefore, improving customer resilience can be an effective strategy to strengthen loyalty. By prioritizing a more personal, proactive, and empathetic customer-centric approach, financial and insurance institutions can maintain relevance while creating sustainable added value for customers.

Tugu Insurance offers various service programs. To provide the best service and facilitate communication with customers, Tugu Insurance has opened multiple communication channels. One of these is the 24-hour Tugu Insurance Assistance service, commonly known as CallTIA. Customers can reach CallTIA at 1500 458 or through WhatsApp at 0811 97 900 100.

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Tag: SLE Awards 2025 Tugu Insurance