Indonesia’s Insurance Onboarding Regulation 2025: How to Stay Compliant with Conversational AI

Indonesia’s insurance industry is entering a defining moment. A new 2025 regulation has made it mandatory for insurance companies to clearly explain policy details during onboarding. More than a compliance requirement, this is an opportunity for insurers to build deeper engagement with customers by making onboarding transparent, consistent, and comprehensible.

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The 2025 Insurance Onboarding Regulation

• Mandatory disclosure of policy benefits, exclusions, and terms at the very beginning of the customer journey.
• Use of Bahasa Indonesia as the primary language, ensuring communication is simple and inclusive.
• Equal compliance across digital and physical channels, whether a customer signs up through an agent, a website, or a WhatsApp conversation, the experience must meet the same standards.

This regulation reflects the regulator’s focus on consumer protection, aiming to reduce ambiguity in insurance purchases and reinforce overall trust in the industry.

The Compliance Challenge for Insurers

Traditionally, policy terms have been buried in long documents or communicated inconsistently through human agents. Customers, especially digital-first Indonesians, now expect quick, clear, and interactive experiences.

The challenge lies in balancing two critical goals:

1. Ensuring full compliance with every disclosure mandated by OJK.
2. Delivering seamless experiences that don’t overwhelm or confuse customers.

In a market where inclusivity across diverse customer segments matters, the opportunity is clear: insurers need smarter, scalable, and consistent onboarding solutions.

Conversational AI as the Bridge Between Compliance and Experience

By embedding AI into digital onboarding, insurers can standardize compliance while enhancing customer experience:

• Automated policy explanation in Bahasa Indonesia: Conversational AI provides customers with the same clear, regulation-compliant disclosure of terms and conditions (T&Cs).
• Interactive engagement: Instead of passively reading documents, customers can ask questions in real time like “What does this exclusion mean?”, and get precise answers instantly
• Audit-ready communication: Every interaction is logged and archived, providing proof of compliance for regulatory reviews.
• Omnichannel consistency: From WhatsApp and web chat to mobile apps and AI voice agents, insurers can deliver a unified onboarding journey across all touchpoints.

Voice-First Experiences in Insurance Onboarding

In Indonesia, where WhatsApp is the dominant channel for customer communication, AI voice agents blend the familiarity of chat with the convenience of automated calls to orchestrate the customer journey from acquisition to conversion to support.

Acquire

When a customer clicks on a Click-to-WhatsApp Ad on Facebook, they are redirected to WhatsApp where the voice agent engages in Bahasa Indonesia and begins a personalized conversation to understand intent like policy inquiry, renewal, or a new quote.

Conversion

After qualifying customer intent, the voice agent triggers an outbound call to complete onboarding or connect the customer to a licensed agent for final verification. This hybrid flow ensures both regulatory compliance and a frictionless experience at every step.

Support

The AI voice agent helps the customer compare the various policy options based on their needs and preferences - outlining coverage, annual coverage, and additional perks, ultimately simplifying real-time decision-making.

What the voice-first automation means for insurers:

• Deliver onboarding experiences that are as personal as a human call, coupled with AI-driven accuracy and scalability.
• Maintain complete OJK compliance, as every conversation (voice or text) is recorded, auditable, and delivered in Bahasa Indonesia.
• Enable instant follow-ups and callbacks without manual intervention, boosting conversion rates and customer satisfaction.

Explore Haptik's AI Customer Service Agent

How Haptik is Enabling Indonesian Insurers to Adapt to the New Regulations

Haptik is at the forefront enabling insurers to adapt to this new regulatory landscape. With a proven track record of building compliant, large-scale conversational solutions for industries like banking and financial services, Haptik combines conversational design expertise with enterprise-grade AI to power compliant, customer-friendly onboarding.

• Compliance-first conversational design: Ensures insurers meet every regulatory requirement while keeping the conversation simple and engaging.
• WhatsApp-first experiences: Designed for Indonesia’s most widely used messaging platform.
• End-to-end onboarding journeys: From policy disclosure to form completion, every step is automated and compliant.
• Native language support: Built for Bahasa Indonesia with the ability to adapt for regional needs.

By joining hands with Haptik, insurers are future-proofing their operations while gaining the agility to innovate in a rapidly-evolving market.

The Future of Insurance Onboarding

The 2025 regulation marks a turning point for insurance in Indonesia. Compliance is non-negotiable, but the way insurers embrace it will define their competitive edge. Conversational AI is the ideal bridge, helping insurers not only meet regulatory requirements but also deliver the transparency, trust, and seamless experiences customers expect. Forward-thinking insurers will view this regulation as an opportunity to lead Indonesia’s digital insurance transformation.