Analysis of the Effectiveness of Host-to-Host System Usage in Resolving Multipurpose Credit Insurance Claims at PT Bank Sumut

Abstract

The banking sector serves as a vital pillar of a country's economy, acting as an intermediary that channels public funds into various economic sectors. PT Bank Sumut, a conventional commercial bank, has introduced the Multipurpose Credit (Kredit Multi Guna/KMG) program to provide financial support to employees, including civil servants and private sector workers. To mitigate credit risks, particularly from events such as layoffs or death, Bank Sumut collaborates with PT Asuransi Bangun Askrida to offer credit insurance. In 2022, to improve the efficiency of claim processing, the bank adopted the Host-to-Host (H2H) system. This study analyzes the effectiveness of the H2H system in managing KMG insurance claims and its impact on claim resolution time and the Non-Performing Loan (NPL) ratio. A mixed-method approach was used, combining a quantitative survey of 103 system users with qualitative interviews and documentation. The analysis focused on four technological dimensions: technoware, humanware, infoware, and orgaware. Findings show that the H2H system enhances data integration, reduces manual errors, and accelerates claim submission. However, claim resolution times still exceed the agreed Service Level Agreement (SLA), potentially affecting NPL ratios. Orgaware and infoware emerged as the most influential components in system performance, highlighting the need for improved organizational processes and better information flow. The study concludes that while the H2H system offers notable benefits, its full potential has yet to be realized. It recommends strengthening technological infrastructure, enhancing human resource capabilities, and promoting inter-organizational collaboration to optimize system performance and improve service quality.