Kuala lumpur: The Social Security Organisation (PERKESO) recorded an average compliance rate of more than 96 percent in processing claims and benefit payments for contributors last year, reflecting strong service delivery performance, the Dewan Rakyat was told today. Human Resources Minister Datuk Seri R. Ramanan highlighted that PERKESO has established stricter Customer Charter standards covering all benefits under the LINDUNG schemes once complete documentation is submitted.
According to BERNAMA News Agency, PERKESO has set a two-day processing period for Funeral Benefit and Temporary Disablement Benefit claims, while Permanent Disablement Benefit, Invalidity Pension, Survivor's Pension, and Dependant's Benefit claims are processed within three days. Ramanan stated that for the LINDUNG Kerjaya scheme, the 2025 Customer Charter stipulates a two-day processing period for all benefits from the date complete applications are received, with the scheme's claims processing compliance averaging at 99.68 percent.
During Question Time, in response to Datuk Mohd Isam Mohd Isa (BN-Tampin), Ramanan explained the official processing period, compliance levels, and the role of digitalisation in expediting claims. He noted that PERKESO continuously enhances its operational systems through digitalisation, such as the LINDUNG Faedah PERKESO portal, to improve claims processing and benefit payments.
Ramanan mentioned that PERKESO upgraded its internal benefits processing infrastructure with the 1Best system, fully implemented this year, and introduced the PRIHATIN application to provide easier access to information on PERKESO services. Additionally, the Prihatin Squad (SPP) was established to offer advisory services, guidance, and direct assistance to contributors, beneficiaries, and insured persons.
Addressing Mohd Isam's supplementary question on fast-tracking accident case claims, Ramanan said the existing system has been strengthened through the INSPIRE System, which connects hospitals directly with PERKESO to speed up claims processing. For emergency cases, procedures have been simplified to be completed within 24 hours.
In response to Dr Abd Ghani Ahmad's (PN-Jerlun) query on using artificial intelligence (AI) to detect fraudulent claims, Ramanan emphasized that PERKESO employs a rigorous multi-layered assessment process for verifying claims. AI is utilized for preliminary screening, with manual verification as a double-checking measure to ensure accuracy before any claim is approved.