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The implementation of the e-claim system for BPJS Ketenagakerjaan (Indonesian Workers Social Security Agency) was expected to improve the service quality. On contrary, the phenomenon occurring at of Karimunjawa Branch indicated service decrease for the system users. This phenomenon becomes the research question in this research, i.e., whether the factors of relational benefits affected the BPJS Ketenagakerjaan members loyalty and trust This research aims to prove and analyze the effect of relational benefit consisting of confidence benefits, social benefits, and special treatment benefits towards the trust and loyalty of "BPJS Ketenagakerjaan e-claim system users in Karimunjawa branch. The research sample collection applied accidental sampling technic while the respondents data of 96 e-claim system users were collected using questionnaires by using a 1-5 Likert scale. The analysis technic in this research was Covariance-based Structural Equation Modeling (SEM), i.e., Partial Least Square (PLS) by using SmartPLS software. Based on the research, out of the seven proposed hypotheses, the relational benefits consisting of confidence benefits, social benefits, and special treatment benefits positively and significantly affected the trust and loyalty. Also, trust positively and significantly affected loyalty.