ASSESSMENT ON THE DISABILITY PROGRAM PROCEDURE FILING OF CLAIMS IN RELATIONS TO SOCIAL SECURITY SYSTEM MEMBERS' SATISFACTION

Abstract

This study aims to determine whether Social Security System (SSS) members are satisfied with the simplicity, convenience, and queuing process involved in filing claims under the disability program. It seeks to guide and assist people with disabilities who are SSS members, ensuring that a streamlined and accessible procedure contributes to their overall satisfaction. The researchers employed a descriptive research design with a quantitative approach to collect data from residents of Barangay Santa Lucia who had previously filed a claim with the Social Security System. Data were gathered through survey questionnaires and Google Forms. The study found that 130 respondents from Barangay Santa Lucia experienced challenges with the procedures for filing disability claims, impacting their satisfaction as SSS members. Respondents agreed that ease of process, convenience, and queuing efficiency are essential factors. However, some encountered difficulties related to the queuing system. To improve the filing procedure for disability claims under the SSS, the researchers recommend several solutions. These include limiting the number of daily claim applications to reduce congestion at SSS branches and enhancing the queuing system for better member accommodation. Additionally, an improvement plan is proposed to refine the disability claim process, ensuring it meets members’ expectations. The SSS should also consider employee training specific to disability claims and enhancing its website with interactive help features or live agents to assist members during online applications.