Analysis of the Online and Offline Policy Issuance Process of a Life Insurance Company in Indonesia

Abstract

Insurance agents offer insurance products to prospective insureds and then submit a Life Insurance Application Letter (SPAJ). The issuance of this SPAJ is done offline. During the pandemic, this process was also carried out online. Our research questions thus arise about whether there are differences in the policy issuance processes of the two approaches. Our aim is to compare the process of issuing policies online and offline. Although the data show that the process of issuing policies is increasingly being conducted online, the results of mean different tests show that there is no significant difference between the offline and online processes.

Keywords

• agents
• offline
• online
• policy issuance