In the complex and risky business world, insurance is a crucial instrument for protecting a company’s financial interests. However, many people don’t understand that managing insurance claims is no simple task, especially when the claim is substantial and involves parties like international reinsurers.
This is where insurance brokers play a crucial role—professionals who not only sell policies but also act as advisors, advocates, and bridges between the insured and the insurance company. One experienced and trusted company in this field is PT Liberty and General Insurance Broker (L&G Insurance Broker), which for more than two decades has helped various companies in Indonesia resolve hundreds of insurance claims with optimal results.
This article will take a deep look at how someone becomes an expert in insurance claims, why the broker profession requires special education and certification, and how experience and integrity are the main keys to success in the world of insurance.
Why Managing Insurance Claims Isn’t As Easy As It Seems
Many people think insurance claims are simply an administrative matter: report the incident, submit documents, and then wait for payment. However, the reality is much more complicated, especially when the claim value reaches billions of rupiah.
Insurance companies won’t simply pay out large claims without going through a lengthy and rigorous verification process. This is because:
- Large replacement values often involve foreign reinsurance parties.
- A technical investigation by an independent expert (loss adjuster) is required.
- It must be ensured that the loss is truly covered by the policy and does not violate any provisions.
A small error in understanding the policy terms and conditions can result in a claim being denied. For example, if the cause of the loss is not covered by the “perils insured,” or if the insured fails to comply with reporting obligations within the specified timeframe.
In cases like this, insurance brokers act as expert advisors, ensuring all procedures, evidence, and claim documents are properly prepared from the outset. Brokers help insureds avoid costly errors that could lead to claim denials.
The Strategic Role of Insurance Brokers in Claims Settlement
Unlike insurance agents who represent insurance companies, insurance brokers represent the insured (customers). Their role is not merely to sell policies, but also to act as professional advocates who fight for their clients’ interests.
The functions of an insurance broker in claims include:
- Review the contents of the policy in depth to ensure that the risk is truly covered.
- Accompanying customers in every stage of the claim, starting from reporting, preparing documents, to negotiations with the insurance company.
- Coordinate with loss adjusters and assist in providing any technical data or clarifications required.
- Connecting international insurers and reinsurers, especially in large claims.
- Ensure claim payments are made on time and according to the agreed loss value.
In Indonesia, PT Liberty and General Insurance Broker (L&G) has become one of the most active brokers in handling large claims in the construction, mining, energy, logistics, and manufacturing sectors. L&G not only understands the technical aspects but also has a digital claims management system that facilitates transparent monitoring of the claims process for customers.
Education and Certification: The Foundation of the Insurance Broker Profession
Becoming a professional insurance broker isn’t something you can do overnight. It requires intensive education, official certification, and extensive experience in the field.
An insurance broker must master:
- Risk management concept
- Types and scope of insurance policies
- Loss adjustment process
- Negotiation and communication techniques
- Insurance regulations and laws
To become a certified professional, a broker needs to have several international and national competency certifications, including:
APAI (Indonesian Insurance Broker Expert)
This certification is awarded by the Indonesian Insurance and Reinsurance Brokers Association (ABAI).
Proving that the holder understands the basics of insurance, OJK regulations, and broker professional ethics.
CIIB (Certified Indonesian Insurance and Reinsurance Broker)
It is a further level fromPATERNALCIIB holders are considered to have the capabilities of risk analysis, reinsurance placement, and complex claims settlement.
ANZIIF (Australian and New Zealand Institute of Insurance and Finance)
International certification recognized worldwide. Demonstrates professional competence in insurance, claims, and risk according to global standards.
In addition, in Indonesia there is also a national competency certification from the National Professional Certification Agency (BNSP) with the following levels:
- Level 5: Basic technical competencies in the field of insurance brokerage.
- Level 6: Managerial competencies and risk analysis.
- Level 7: Strategic competency as an insurance broker manager or director.
Reaching the highest professional level requires between three and five years of rigorous study and work. This process ensures that each broker is truly competent, ethical, and trustworthy.
Experience: The Best Teacher in the World of Insurance Claims
While education and certification are important, field experience remains the key to successful claims resolution. Each claim case has its own dynamics and challenges, depending on:
- Policy type (property, liability, engineering, marine, etc.)
- Scale of loss
- Characteristics of the insured
- The insurance and reinsurance parties involved
This is where an experienced broker like L&G Insurance Broker excels.
L&G has handled hundreds of claims across a wide range of industry sectors, from small claims to large claims worth tens of millions of dollars.
Through this extensive experience, L&G understands the mindset of insurance and reinsurance companies, knows how to construct strong technical arguments, and knows when to negotiate and when to press with legal or technical data.
Why Big Claims Are More Complicated and Riskier
The most striking difference between small and large claims is the scale of risk and the involvement of multiple parties.
- Small claims (such as vehicle damage or loss of personal belongings) are usually resolved quickly. Sometimes, a personal relationship between the agent and the insurance company helps expedite the process.
- Large claims, such as factory fires, heavy equipment breakdowns, or losses due to natural disasters, involve a great deal of technical and financial analysis.
In large claims, insurance companies typically:
- Appoint a loss adjuster to assess the cause and extent of the loss.
- Coordinate with international reinsurers as most of the risks have been transferred to them.
- Conduct document audits and investigations to ensure there is no element of negligence or violation of policy terms.
This process can take months or even years. Without the assistance of a broker who understands the legal and technical aspects, clients could lose the opportunity to obtain maximum compensation.
Insurance Broker: Guardian of the Insured’s Interests
The main function of an insurance broker is not just to help purchase a policy, but to protect the insured’s rights from start to finish.
At every stage — from risk analysis, to selecting coverage, to the claims process — the broker acts as the client’s strategic partner.
The advantages of a professional broker such as L&G Insurance Broker include:
- Has extensive relationships with international insurance and reinsurance companies.
- Supported by the digital system “LIGASYS Insurance Broking System” to ensure the claims process is well monitored and documented.
- Run by a team of experts certified by APAI, CIIB, ANZIIF, and BNSP Level 7.
- Registered and supervised by the Financial Services Authority (OJK), with mandatory business reports every 4 months and minimum paid-up capital of IDR 5 billion according to regulations.
All of this is done to protect the interests of customers, so that they do not suffer losses due to claims being rejected or not being paid as expected.
Why You Shouldn’t Buy Insurance Directly Without a Broker
According to various legal studies and industry reports, more than 90% of problematic claims cases originate from policies purchased directly or through agents.
On the other hand, claims processed through a broker rarely have problems, because all the details of the guarantee have been carefully analyzed from the start.
Buying insurance directly may seem cheap, but cheap often means limited coverage.
Once a large claim is made, it is realized that many risks are not covered.
Worse still, there is no one to help interpret the policy or fight for customer rights.
With a broker, you don’t have to pay any additional fees. Brokers earn a formal commission from the insurance company.
However, if you only seek broker assistance after a claim has occurred, you will usually be charged a success fee of between 5–10% of the claim value — a substantial amount.
An Invaluable Protection Investment
Becoming an insurance claims expert isn’t something you can do overnight. It requires education, certification, experience, and a high level of integrity.
Likewise, choosing the right insurance partner is an investment in long-term protection for your business.
With PT Liberty and General Insurance Broker (L&G Insurance Broker), you not only get an insurance policy, but also a professional companion who understands every aspect of the risk and ensures your claim is paid as expected.
If your company is currently facing a complex claim, or wants to ensure maximum protection for your business projects and assets, contact L&G Insurance Broker now.
Because in the world of insurance, what you need is more than just a policy — but experts who fight for your rights.
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DON’T WASTE YOUR TIME AND SECURE YOUR FINANCIAL AND BUSINESS WITH THE RIGHT INSURANCE.
HOTLINE L&G 24 JAM: 0811-8507-773(CALL – WHATSAPP – SMS)
Website: lngrisk.co.id
Email: halo@lngrisk.co.id
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