PERSEPSI KONSUMEN TERHADAP KEADILAN DALAM PENYELESAIAN SENGKETA ASURANSI

Abstrak

Penelitian ini bertujuan untuk mengeksplorasi persepsi konsumen terhadap keadilan dalam menyelesaikan sengketa asuransi di Indonesia. Pendekatan kualitatif digunakan untuk menggali pengalaman dan pandangan konsumen terhadap proses penyelesaian klaim asuransi, serta faktor-faktor yang mereka anggap penting dalam menentukan keadilan dalam konteks ini. Pengumpulan data dilakukan melalui kutipan-kutipan mendalam kepada konsumen yang pernah mengalami sengketa asuransi, serta analisis dokumen terkait proses penyelesaian klaim. Temuan penelitian ini diharapkan dapat memberikan wawasan mendalam mengenai tantangan yang dihadapi konsumen dalam mencapai keadilan dalam sengketa asuransi di Indonesia, serta implikasinya terhadap peraturan dan praktik di industri asuransi secara lebih luas. Penelitian ini diharapkan dapat memberikan kontribusi penting terhadap literatur hukum asuransi dan kajian kualitatif dalam konteks hukum di Indonesia.

This research aims to explore consumer perceptions of fairness in resolving insurance disputes in Indonesia. A qualitative approach was used to explore consumers' experiences and views of the insurance claims settlement process, as well as the factors they consider important in determining fairness in this context. Data was collected through in-depth interviews with consumers who had experienced insurance disputes, as well as analysis of documents related to the claims settlement process. It is hoped that the findings of this research will provide in-depth insight into the challenges faced by consumers in achieving justice in insurance disputes in Indonesia, as well as the implications for regulations and practices in the insurance industry more broadly. This research is expected to provide an important contribution to the literature on insurance law and qualitative studies in the legal context in Indonesia.