Flight Delay

You are entitled to compensation of IDR 200,000 for every 2 (two) consecutive hours delay, up to maximum IDR 600,000 for each policy if your flight experiences delay caused by strike/industrial action, bad weather, engine failure, and defects in the public transportation structure. All forms of changes to the schedule of departure from the Airline are not covered under this Travel Delay benefit. Delay is calculated from the departure time of public transportation referred to in the itinerary.

 

Exceptions that apply to this Section

This policy does not cover claims arising directly or indirectly from:

• The Insured fails to be present for check-in according to the itinerary
• Failed to obtain written confirmation from Public Transport or its handling agent regarding the number of hours of delay and the reasons given.
• Failed to obtain written confirmation from Public Transport or its handling agent regarding the details of the lost flight connection.
• Flight cancellation from the airline without being entitled to a replacement flight
• Changes in the departure schedule made by the airline before the Insured is allowed to check-in

 

Baggage Delay

You are entitled to compensation of IDR 200,000 for every 2 (two) consecutive hours delay, up to maximum IDR 600,000, if the baggage that has been “checked in” along with you has been delayed, misdirected, or incorrectly placed by the transport company, at least 2 (two) hours delay after your arrival at the baggage claim. The benefits cannot be given if baggage delay occurs when you return to your country/ city of origin. The suitcase or bag or package must be the Insured's personal property, not a rental, loan, or deposit item.

 

The General Exception to these benefits covers any claims arising under or relating to:

• War
• Nuclear or Chemical Contamination
• Government Regulations, Interventions, and Criminal Processes
• Economic sanctions
• Terrorism
• Conditions that have been realized
• Financial difficulties of the transport or transportation company
• Political risk
• Cyber risk
• The insured is on the terrorism list and blacklist

Claim can be done through: 

• tiket.com app (Android & iOS)
• Cermati Claim Portal
• Customer Claims Contact Center:

Please contact 
Monday - Friday at 9:00-18:00, excluding national holidays.
Email : claims@cermati.com.
WhatsApp +62 815 8500 9500 (chat only)    

 

Claim Documents

Mandatory Documents

1. Digital Claim form to be filled out
2. Copy of the Insured's valid ID (KTP / Passport / Birth Certificate / KITAS)
3. Proof of purchasing flight tickets from tiket.com.
4. Bank Account (Name, Number, Branch) - Overseas bank will follow forex value "    

 

Mandatory Document for Each Benefit

1. Travel Delay 

• Boarding Pass
  If lost, the Boarding Pass can be replaced by obtaining the following documents from the airline:
  • Substitute a document from the airline that indicates the same information as the Boarding Pass; or
  • PNR (Passenger Name Record) is the record of the passengers’ information based on flight history
     

2. Baggage Delay

• Boarding Pass
• Written confirmation from Airline on the duration and reason for the delay, or
• Property Irregularity Report (PIR)

1. What is Flight Delay Basic?
   Flight Delay Basic is an insurance protection for unforeseen events that cause inconveniences during your trips such as Flight delay or Baggage delay. Travel Insurance (Flight Delay Basic) is the product of PT Great Eastern General Insurance and is specially designed for tiket.com users.
    
2. How can I purchase Flight Delay Basic?
   You can purchase Flight Delay Basic at tiket.com when you book airplane ticket on apps or website tiket.com.
    
3. Who is eligible to purchase Flight Delay Basic?
   This Flight Delay Basic is applicable for Indonesia Citizens (WNI) or foreign citizens (WNA) with an age of at least 2 (two) years old and/or at most of 65 (sixty-five) years old at the time of departure date. Children under the age 18 (eighteen) should be accompanied by his/her family or parents, or a person who has the authority while traveling.
    
4. How many types of flight coverage in this Flight Delay Basic?
   • For one-way trip
     This option is offered if you are traveling one way. The insurance will be effective from the time you enter the departure airport and will end when you arrive at the destination airport. The flight route can be either domestic or international.
   • For round trip
     This option is offered if you are traveling round-trip. The insurance will be effective from the time you enter the departure airport and will end when you arrive at the destination airport. It will then start again when you enter the departure airport to return to the destination airport and will end when you arrive at the destination airport. The flight route can be either domestic or international.
      
5. Does Flight Delay Basic cover overseas departures?
   Yes, Flight Delay Basic covers your international flight.
    
6. How much premium is charged for Flight Delay Basic?
   The insurance premium will be calculated based on the type of flight booked from tiket.com which has already included the Travel Insurance premium and administration fee.
    
7. Can I make an additional benefit to Flight Delay Basic?
   No. Your Travel Insurance benefits are fixed benefit insurance and can’t be added/ upgraded.
    
8. What is Flight Delay Basic benefit?
   Please refer to the Travel Insurance Benefit table.
    
9. I booked a flight at tiket.com without purchasing Flight Delay Basic. Can I buy it separately?
   No. Flight Delay Basic can only be purchased along with airline ticket purchases.
    
10. I need to cancel my flight. Can I get a refund for my insurance purchase?
    Flight Delay Basic can be canceled with a non-refundable premium.
     
11. How can I file a claim?
    You can file a claim through Cermati Claim Portal at https://m.tiket.com/insurance-claim. For further information, please refer to section “C. Assistance and Claims”.
     
12. Is there a timeline for filing a claim?
    Claims must be filed at the latest within 30 (thirty) calendar days after the date of occurrence. All documents are required to be submitted within 30 (thirty) calendar days from the claim-initiated date.
     
13. How much time is needed to process a claim payment?
    Claim filed will be reviewed by PT Great Eastern General Insurance after all required documents submitted in 7 (seven) working days. Once the claim is approved, payment will be processed within 7 (seven) working days maximum.
     
14. How does this Flight Delay Basic cover Schedule Changes or Cancellations from the Airline?
    This Travel Insurance does not cover the risk / loss to you and any other passenger that have been registered at the time of purchasing the Insurance Policy as the Insured for any form of Schedule Changes from the Airline and / or any form of Flight Cancellation from the Airline.