You can submit an insurance claim through tiket.com application (Android & IOS). Go to My Order, then select "Request Claim".
For inquiries regarding insurance benefits, please contact:
- Live chat via WhatsApp: +62 815 8500 9500 (Monday-Friday on 09:00-18:00 WIB, except during public holidays)
- Email: claims@cermati.com
Mandatory Documents
Below are the mandatory documents required to claim your insurance.
-
Claim form
-
Insured’s identity (identity card for Indonesian citizen, and Passport/ KITAS/ KITAP for foreign citizen)
-
Family Registry Card (KK), if the Insured submitting a claim is under the age of 18 (eighteen) years.
-
Hotel booking invoice from tiket.com or other online travel agent or e-commerce platform
-
Letter of Statement issued by the hotel as proof of details customer’s name and number of customer that stays at the hotel within coverage period. This also applies to guest(s) stated in the insurance policy.
* Point no.5 does not apply for trip cancellation by passenger due to COVID-19 positive
Additional Documents
Below are the additional documents required to claim your insurance.
No. | Coverage | Type of Document | List of Documents |
1 | Personal Accident - Death & Disablement | Softcopy* | a) Death certificate from the authorized party; b) Accident Letter or Certificate of accident and termination of the search party from the relevant authority; c) Death Certificate if the Insured dies or an Examination Letter (Visum) from the Doctor if the Insured is permanently disabled; d) Proof of Heirs from Beneficiaries (KTP and KK) or Letter from the Court; e) Other documents if needed. |
2 | Medical Expense due to Accident | Softcopy* | a) Receipt of Medical Costs; b) Doctor's diagnostic record / Original Medical Report; c) Other documents if needed. |
3 | Flight Cancellation by Passenger due to standard reasons | Softcopy* | a) Proof of refund from tiket.com or other OTA / Ecommerce in connection with the cancellation; b) Additional document: - Medical report (if cancellation due to serious sickness/injury) - Death certificate (if cancellation due to death) - Photocopy of court summons (if cancellation due to become a witness or jury member in court) - Photo of damage house (if cancellation is due to damage to the house) - COVID-19 test results (if cancellation due to positive or reactive to COVID-19) c) Other documents if needed. |
4 | Medical expenses or hospitalization income due to COVID-19 | Softcopy* | a) Positive COVID-19 swab/PCR test results b) Medical expenses invoice/receipt or hospital bill (if insured are hospitalized) c) Doctor's diagnosis notes/medical report (if insured are hospitalized) d) Other documents if needed |
** If necessary, Great Eastern General Insurance has the rights to request the Insured to send the hardcopy of claim documents to Great Eastern General Insurance address.