Human Resources Minister Datuk Seri R. Ramanan said PERKESO recorded an average compliance rate of more than 96% for the processing of claims and benefit payments throughout 2025, reflecting strong efficiency in serving contributors.
Speaking during the Dewan Rakyat sitting, Ramanan said PERKESO had introduced stricter Customer Charter standards beginning last year, covering benefits under the Self-Employment Social Security Scheme, Employment Injury Scheme and Housewives’ Social Security Scheme.
Under the revised standards, claims for Funeral Benefit and Temporary Disablement Benefit are processed within two days after complete documentation is received, while Permanent Disablement Benefit, Invalidity Pension, Survivors’ Pension and Dependants’ Benefit claims are processed within three days.
For the Employment Insurance System, he said the Customer Charter stipulates a two-day processing period for all benefits upon receipt of complete documents, with PERKESO achieving an overall compliance rate of 99.68%.
Ramanan said PERKESO continues to enhance its operations through digitalisation initiatives, including the LINDUNGI Faedah PERKESO portal and the implementation of its upgraded internal benefit processing platform, known as 1Best, which has been fully deployed this year.
He added that the PRIHATIN application was introduced to help contributors access information on services offered by PERKESO, while the PERKESO Prihatin Squad provides direct guidance and assistance to contributors, beneficiaries and insured persons to facilitate claims.
Responding to supplementary questions, Ramanan said the INSPIRE system, which links hospitals with PERKESO, has strengthened coordination and accelerated claims processing, with emergency cases capable of being resolved within 24 hours.
On the use of artificial intelligence, he said AI is utilised for preliminary screening of claims, although manual verification remains in place to ensure accuracy and prevent fraudulent submissions before approvals are granted.
