PT Asuransi Adira Dinamika, also known as Adira Insurance, was established in 2002 as a company licensed to transact general insurance business. The Company’s strong balance sheet coupled with its inherent risk management controls and significant new business opportunities means that it is now wellpositioned to grow strongly in 2011 and in the years ahead.Throughout 2010, the Company continued to grow in the face of increasingly intense competition in a rapidly expanding industry. Much effort and resources were invested to create innovative service solutions, robust risk management and capacity building in people and Information Technology. Through well-directed and excellent strategic execution in these three aspects, the Company finished 2010 with a stronger foundation and is well positioned to grow in the years ahead.
Supported by highly experienced professionals with the necessary expertise to provide innovative products and features, combined with high service standards for customer satisfaction, has enabled the Company - Adira Best Car Insurance – to grow rapidly to become one of the leading general insurance companies in Indonesia. Its growth in line with prudent risk management and controls has established it as a reliable insurance company which provides security and stability for its customers.
Adira best car insurance is one of the leading general insurance product and service providers in Indonesia. After its success in establishing its branded car insurance product known as Autocillin, launched in September 2003, it then followed with a motorcycle insurance product called Motopro, currently the Company is also recognised for other leading insurance products including property, accident and health, heavy equipment, marine hull, engineering and many others.
Adira insurance provides full accessibility for its customers and the public, with the support its 846 employees, 1,042 professional agents, and with its 24-hour call centre, website and 39 Outlets throughout Indonesia. The Company Head Office is located at Graha Adira, Menteng, Jakarta. The Company successfully capitalised on market opportunities to generate outstanding results through a comprehensive product portfolio, service excellence and prudent risk management.
An innovative and creative spirit, the Company is consistently looking to expand its horizons, tapping into new business opportunities, rolling out new products, and building brand and corporate image. This serves as the Company’s competitive advantage for embracing customer trust and loyalty, as well as affirming its position as one of the leading companies in the Indonesian insurance industry. The Company maintains excellence in operational processes with the application of Total Quality Management in all its business activities whilst continually looking to make improvements.
In order to provide suitable products according to customers’ needs, Adira best car insurance continues to offer different types of Autocillin automobile insurance, namely the Autocillin Classic (conventional) and the Autocillin Ikhlas (Shariabased), in a variety of product packages that provide greater value to customers. Autocillin is available in both Comprehensive as well as Total Loss Only (TLO) protection schemes. The Company also continues to drive sales of its motorcycle insurance product under the Motopro brand. In addition to providing TLO protection for the motorcycle, Motopro also provides motorcycle owners with personal accident insurance coverage.
More service improvements were rolled out in 2010 in line with the Company’s commitment to provide superior convenience and satisfaction for its customers. Today, all customers can get unlimited 24-hours access through the Adira Care 500 456 Call Centre. With access available nationally, all customers can be provided with full details from the Call Centre, starting from issues and information on policies, to claims and policy renewals.
In 2010, Adira Insurance provided back up to its Adira Care 500 456 Call Centre by establishing a unit in its Bandung Outlet. This was facilitated by developing and improving the Adira Care Application System, to enhance the service for case management, outgoing calls and complaints. The main objective was to improve the internal function of Adira Care, not just for contact centre personnel but also for customer service personnel in all Outlets nationwide, thus allowing a smoother flow of information between the contact centre and customer service. The effectiveness of the Call Centre is reflected in the Company’s improved performance. Gross Written Premiums (GWP) that are directly generated through the call centre increased by 64.0%, from Rp 707.9 million in 2009 to Rp 2.0 billion in 2010. The number of incoming phone calls also increased by 16.1% to 4,245 calls in 2010 from 3,656 in 2009.
The call centre produced another significant recognition, as the Company was again presented with the “Call Centre Award 2010″, with “Excellence” rating for the car insurance category, from Carre and Marketing Magazine. The Company continues to successfully increase the Call Centre Satisfaction Index (CCSI) from 73.4% in 2008, to 79.5% in 2009 and most recently 82.0% in 2010.
In 2010, the Company settled motor vehicle claims totalling Rp 281.8 billion. This represents an increase of approximately 23.7% relative to the corresponding figure for 2009, which was Rp 227.7 billion. In 2010, the Company developed an Online Claims Management system in order to support larger claim transactions in the future at a more efficient cost. The online system is applied to all Outlets across Indonesia. Specifically for motor vehicle customers, the claims process was further enhanced with the installation of Closed Circuit Televisions (CCTV) in the Company’s network of Priority Workshops. Overall, this new feature allows a quicker claims approval process, without added administrative burden or human resource required. Claims administration was also minimised in cases of small-value or incidental claims, by simplifying the claims process through on-site approval and cash settlement without the need for workshop repairs.
To provide comprehensive service to its customers, the Company also continued to provide emergency services for Autocillin customers, known as Autocillin Rescue, which consists of tow trucks and Emergency Roadside Assistance (ERA) motorcycles in the Greater Jakarta area and other major cities. In 2010 the Company expanded the Autocillin Rescue fleet, both in terms of the number of ERA motorcycles as well as tow trucks in Jakarta, Bandung, Medan, Palembang and Makassar. Furthermore, the Company has also implemented a tracking system using the Global Positioning System (GPS) as well as a navigation system for the Autocillin Rescue team. In addition, the location of each Autocillin Rescue unit can be better monitored by the call centre, hence maximising the traffic of Autocillin Rescue officers and providing up-to-date information to customers. The Company continually maintains excellence of operational processes, so that in 2010, the Company successfully obtained ISO 9001:2008 certifications for all its Outlets throughout Indonesia.