Socso (Perkeso) recorded an average compliance rate exceeding 96% in processing claims and benefit payments to contributors throughout 2025 [1, 2, 3]. The agency applied a Customer Charter that set specific processing times for claims once all required documentation is received: two days for Funeral Benefit and Temporary Disablement Benefit, and three days for Permanent Disablement Benefit, Invalidity Pension, Survivor’s Pension, and Dependant’s Benefit claims [1, 2, 3].

For the Lindung Kerjaya scheme, claims processing achieved an even higher compliance rate of 99.68% in 2025, with all claims completed within two days on average [1, 2, 3]. This reflects the focus on speedy service for this category.

The Human Resources Minister, Datuk Seri R. Ramanan, emphasized that approvals are not automatic but depend on submitted documentation. He explained, "There is a vetting system, a special unit within Perkeso that conducts checks before approval is granted" to prevent fraudulent claims, combining AI technology with manual verification [2].

To improve claims handling, Socso rolled out the 1Best benefits processing system, which was fully implemented in 2026. The new infrastructure aims to streamline internal processing and reduce turnaround times [1, 2, 3].

Additionally, the Lindung Faedah Socso portal and the Prihatin application were introduced to offer contributors easier access to claim services and information online [1, 3]. The Prihatin Squad (SPP) was formed to provide advisory services and direct assistance to contributors and insured persons throughout claims procedures [1, 2, 3].

For accident cases, the Inspire System now links hospitals directly with Socso, enabling emergency claim processes to be completed within 24 hours. The minister noted, "For emergency cases, procedures have been simplified and can be completed within 24 hours" [1].

Socso set and enforced stricter Customer Charter standards throughout 2025, which helped achieve a Client Charter compliance rate of 96.86% for various schemes including Lindung Pekerja, Kendiri, and Kasih [1, 2, 3].

The enhanced digital systems and vetting mechanisms have improved accuracy and speed in claims processing, demonstrating concrete results as the 1Best system continues to operate fully in 2026 [1, 2, 3].