Client support

Refer to the OJK Regulation No 22 Year 2023 on Consumer and Community Protection in the Financial Service Sector which was legistated on December 22, 2023, herewith information related customer complaint handling:

1. Completeness of Complaint Documents

a. Client’s Name

b. Client’s  Addresss

c. Telehone Number

d.  Email Address

e. Citizen Identity Card

f.  Others

2. Verbal Complaint

Due date for lollow-up of verbal complaint maximum 5 working days since complaint received. If we need supporting documents and/or extension of the settlement, Company will send notification and request confirmation from clients.

3. Handling and Resolution of Written Complaints

The follow-up resolution of written complaints will be completed within a maximum of 10 working days from the date the complaint documents are received in full. This period may be extended for an additional 10 working days if necessary.

Sun Life Indonesia does not charge any fees for handling and resolving complaints submitted by Clients.

The complaint resolution process is expected to be settled between the Clients (or their Representative) and Sun Life Indonesia first. If an agreement cannot be reached, the Clients and Sun Life Indonesia may resolve the issue through the Alternative Dispute Resolution Institution for the Financial Services Sector (LAPS SJK) as the official alternative dispute resolution institution, or through other dispute resolution channels as agreed upon in the Policy.

This refers to the Financial Services Authority Regulation (Peraturan Otoritas Jasa Keuangan-POJK) No. 61/POJK.07/2020 concerning Alternative Dispute Resolution Institutions for the Financial Services Sector, enacted on December 16, 2020, and the Decision of the Board of Commissioners of the Financial Services Authority (OJK) for Education and Consumer Protection No. KEP-3/D.07/2020 concerning Approval of Alternative Dispute Resolution Institutions for the Financial Services Sector, dated December 29, 2020, as well as OJK Announcement No. PENG-1/D.07/2020 concerning Approval of Alternative Dispute Resolution Institutions for the Financial Services Sector dated December 29, 2020. 

The address of the LAPS SJK Secretariat is as follows:
Jl. H.R. Rasuna Said Blok X-5 Kav .1-2
South Jakarta 12950
Phone: (021) 2527700
Email: info@lapssjk.id
Regulations of the LAPS SJK can be downloaded at: bit.ly/PALAPSSJK

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