Penjelasan Gamblang AXA Mandiri Atas Keluhan Mantan Nasabah Arbi Alfarisi
JAKARTA – Beredarnya video suami istri yang meminta pengembalian uangnya sambil berteriak penipu dan maling kepada sebuah perusahaan asuransi jiwa di sosial media, mendapat tanggapan dari PT AXA Mandiri Financial Services (AXA Mandiri).
Perusahaan asuransi jiwa tersebut menolak keras tudingan seperti yang disampaikan mantan nasabah pada video yang diunggah akun social media Arbi Alfarisi dan istrinya. Sebab, saat membeli produk asuransi unitlink, yang bersangkutan mengetahui bahwa produk yang dibeli adalah produk asuransi, termasuk memahami karakter produk unitlink beserta manfaat dan risikonya.
Menurut Direktur Kepatuhan AXA Mandiri Rudy Kamdani, berdasarkan dokumentasi yang telah ditanda tangani mantan nasabah tersebut, nasabah membeli produk unitlink, dan telah diambil sebesar 30% dari total premi. Sisanya, merupakan biaya perlindungan asuransi jiwa yang dimulai sejak tahun 2017 sampai Desember 2022 dengan nilai perlindungan sampai dengan 3 kali dari total premi.
“Yang bersangkutan bahkan sampai membeli tiga polis, di tahun yang berbeda. Ketika beliau menutup polis pada 2022, kami telah menyerahkan dana penutupan polis kepada yang bersangkutan dan dia telah menerima dana tersebut,” ucap Rudy, Sabtu (1/4/2023).
Menanggapi adanya perbedaan jumlah antara dana yang dikembalikan dengan dana yang diminta mantan nasabah, hal itu lantaran, imbal hasil investasi produk unitlink yang dibeli mengalami penurunan tajam sebagai akibat dari lesunya perekonomian nasional dan global, imbas dari pandemi Covid 19. Ditambah pula keputusan yang bersangkutan menutup polis kurang dari 5 tahun, mengakibatkan nilai tunai yang terbentuk masih sangat kecil.
Dan layaknya investasi baik reksadana maupun saham pasti ada potensi keuntungan sekaligus terdapat resiko kerugian. Nah, jika tidak ingin menanggung resiko kerugian semestinya cukup menyimpan uang dalam bentuk tabungan atau deposito. Tidak lantas membeli produk unitlink hingga tiga polis.
Setelah menerima dana penutupan polis, Arbi malah mengajukan keluhan. AXA Mandiri dengan itikad baik tetap melayani dan melakukan sejumlah solusi penyelesaian sesuai ketentuan di dalam polis dan prosedur yang berlaku, termasuk menempuh penyelesaian keluhan melalui Badan Perlindungan Konsumen Nasional (BPKN) sebagai pihak ketiga yang independen. Dalam mediasi tersebut sudah dijelaskan bahwa seluruh proses penjualan sudah dilakukan dengan benar dan tidak ditemukan adanya indikasi kesalahan proses penjualan.
Tidak puas dengan keputusan BPKN, mantan nasabah tersebut mengajukan pengaduan ke Otoritas Jasa Keuangan (OJK) melalui Aplikasi Portal Perlindungan Konsumen (APPK OJK), dalam hal ini pihak AXA Mandiri juga telah memberikan tanggapan sesuai dengan jangka waktu yang telah ditentukan.
“Kami justru bertanya, sebenarnya apa motif beliau membuat narasi postingan yang menimbulkan kesan menjadi korban perusahaan kami, yang bertolak belakang dengan fakta sebenarnya. Sekaligus kami meminta publik tidak langsung mempercayai postingan di sosmed, tanpa mengetahui fakta sebenarnya,” ucap Rudy.
Lantas, agar masalah bisa segera selesai, AXA Mandiri mempersilahkan mantan nasabah tersebut mengambil cara penyelesaian sengketa sebagaimana tercantum dalam polis yaitu Lembaga Alternatif Penyelesaian Sengketa Sektor Jasa Keuangan (LAPSSJK) atau Pengadilan Negeri.
Penyampaian informasi ke publik yang tidak sesuai fakta dan memprovokasi publik dengan informasi yang tidak benar sejatinya adalah tindak pidana dan melanggar undang-undang.(****)
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