PT. Asuransi Takaful Umum (PT. ATU) is a service company that is engaged in
syaria insurance. This company main focus is to provide insurance protection and
assistance services based on syaria on wide range of losses. One of them is
protection for motor vehicle. Now the public interest for the protection of motor
vehicle are fluktuative. It is influenced by data from Polda Metro Jaya which
states that until July 2011 the number of accidents and motor vehicle theft
particularly in DKI Jakarta region have reached 3.228 crash, also supported by the
unstable development of PT.ATU’s participants for motor vehicle protection.
Therefore, companies are required to continuously improve their services either in
the process of policy inssuance and claims submission process which is an
integral part in the insurance world. Limitations for submission a claim and lack
of support services in the claims submission process is a problem faced by the
participants in the motor vehicle insurance. Therefore, CRM system that can
support claims submission process and give informations for participants related
to claims insurance are built. CRM analysis used is Value Chain method. Whereas
for the development system using RAD (Rapid Application Development)
development model wich consists of three step, that is requirement planning,
workshop design with UML (Unified Modelling Language) to described five
diagram: use case diagram, activity diagram, class diagram, sequence diagram,
and statechart diagram, and the last step is implementation that is writing scripts
(coding) and system testing in the form of blackbox testing. This research produce
an CRM aplication that can be use by motor vehicle participants PT.ATU in
claims submission process also acceptance of information and klaim report.
Keywords: CRM System, Claim, Motor Vehicle Insurance, CRM Value Chain,
RAD (Rapid Application Deveopment)