Trust Challenges in the Use of Artificial Intelligence in the Indonesian Insurance Industry
Sun Life Indonesia reveals that building customer trust is the primary challenge in implementing artificial intelligence (AI) technology in the health insurance sector. Although this technology offers efficiency, many customers remain concerned about the privacy of their personal data.
The insurance company emphasizes that data security is the top priority to ensure peace of mind for the public. In an insurance industry that relies heavily on sensitive information, strict data protection is an absolute prerequisite before advanced technology can be implemented widely.
Beyond the security aspect, Sun Life Indonesia also stresses the importance of the human role in the service process. AI is positioned as a supporting tool to accelerate administrative processes, but critical decisions related to health claims still require the touch and judgment of human experts.
This step is taken to ensure that customers continue to receive personalized and accurate service. By combining AI technology with human oversight, the company hopes to improve the quality of healthcare services for the people of Indonesia in the future.
Overall, the adoption of AI in the Indonesian health insurance sector is still in the development stage. The current main focus is to create a secure and transparent digital ecosystem so that the public can be more confident in utilizing technological innovations for their health protection needs.