The best practice of health insurance premium collectability strategies as responses to Covid-19: a study on BPJS Kesehatan

The challenge in maintaining the sustainability of the JKN program lies in how BPJS Kesehatan can optimize its premium collection. This research, predicated on a case study design, aims to determine how BPJS Kesehatan has implemented its strategy and succeeded in increasing the collectability of premiums from 94.8% in 2019 to 97.0% in 2021, even after the premium hike policy and the damaging impact of COVID-19 crisis. This study uses in-depth interviews with BPJS Kesehatan middle managers who are influential in making strategic decisions. In addition, this study is also based on a literature review and publication of BPJS Kesehatan audit reports. The results of this study revealed that the strategic initiatives implemented by BPJS Kesehatan, such as the relaxation policy, embracing multiple digital platforms, and investing in human resources through JKN cadres, have led to an increase in premium collectability.