Coverage	Compensation (One-way & Round Trip)
Missed connecting flight	Up to IDR 8,000,000
Personal accident (death & permanent disability)	Up to IDR 500,000,000
Flight delay	IDR 350,000/2 consecutive hours of delay, up to IDR 4,500.000
Baggage delay	IDR 500,000/4 hours of delay, up to IDR 3,000,000
Flight cancellation by passenger (force majeur)	Max. ticket price
Flight delay by passenger	One-way trip: Up to IDR 2,000,000 Round trip: Up to IDR 3,000,000
Baggage loss/damage	Up to IDR 10,000,000

1. This Self Transfer Protection is an insurance product from PT Great Eastern General Insurance Indonesia
2. The products marketed are Insurance Products.
3. Self Transfer Protection only can be purchased through www.tiket.com, m.tiket.com, and tiket.com Mobile Apps (IOS & Android).
4. Self Transfer Protection is valid for journeys using an airline for One Way Trips or Round Trips with domestic & international routes (within international routes, inbound flight (from International to Indonesia), and vice versa).
5. The insured must choose a flight with a Minimum Connection Time (MCT) of 1,5 (one and a half) hours from the arrival time of the previous flight or from the departure time of the subsequent flight.
6. The insured must reschedule or book another flight with the same departure, transit, arrival locations, and ticket class.
7. The insurer will not be responsible for any negligence of the tiket.com system.
8. This Self Transfer Protection is applicable for all Citizens aged a minimum of 15 (fifteen) days at the time of departure and/or a maximum of 85 (eighty-five) years at the time of departure.
9. Round Trips must be booked under 1 (one) order ID, and the maximum interval between the outbound and return flights is 365 days.
10. Children under the age of 18 must be accompanied by a family member or an authorized person while traveling.
11. tiket.com does not manage the premiums and only acts as an intermediary between the insured and Cermati Protect and PT Great Eastern General Insurance Indonesia through the website or application.
12. tiket.com has no obligations and/or responsibilities related to the purchase of insurance products by the insured.
13. tiket.com reserves the right, without prior notice, to take necessary actions if fraudulent activities by the insured are discovered.
14. The insured is a tiket.com customer individually listed in the policy for coverage under Self Transfer Protection, thereby entitled to receive insurance protection against potential risks that may occur.
15. This insurance specifically covers benefits for Flight Cancellation and Flight Delay (by the passenger) starting from the date of purchase (maximum 30 calendar days) prior to the departure date, and other coverage commence 6 (six) hours before and 6 (six) hours before the departure is completed.
16. In the event of rescheduling, whether initiated by the airline or at the request of the insured, the insured must inform Cermati Protect of the time change before the departure date.
17. If the rescheduling is not communicated to Cermati Protect before the departure date, any claims that arise will not be processed.
18. The insurance premium is non-refundable.
19. Transactions are conducted in Indonesian Rupiah, and if reimbursement is made to a foreign bank, the applicable foreign exchange (For-Ex) rate at the time of the reimbursement transfer will be used. The amount reimbursed will be equivalent to the compensation amount in Rupiah. All costs related to the foreign exchange (For-Ex) transfer shall be borne by the Insured.
20. By having this Self Transfer Protection product, the insured will receive several insurance benefits as detailed in the Benefits Table.
21. The Coverage Summary (Surat Rangkuman Perlindungan) will be sent via email to the insured.
22. If within 90 (ninety) calendar days the Insured is unable to provide a valid bank account, or if the Insured is a Foreign National (non-Indonesian citizen) without a local bank account, then the Insured agrees that the approved claim payment will be transferred to tiket.com to be converted into Blibli Tiket Points. This decision is final and binding, and therefore the Insured is not entitled to file any complaints or objections in the future. Once the Insurance has made the claim payment to the Policyholder or Broker, full responsibility for the claim shall lie with the Policyholder.
23. An insurance company will not process a claim submission if the insurance policy was purchased after the Insured became aware of the event to be claimed, or after information about the event was made public.
24. Claims reporting can be done through the Online Claim Center at m.tiket.com/insurance-claim. For more information, you can contact WhatsApp (chat only) at 0815-8500-9500 or email claims@cermatiprotect.com.
25. Claims reporting can only be submitted within a maximum period of 30 (thirty) calendar days from the date of the incident by the insured, along with relevant documents or evidence to facilitate the claims verification process. All costs incurred to obtain such documents or evidence are the responsibility of the insured. Each claims report must provide the insured's information as listed in the Policy.
26. Complete claims documentation must be submitted to the insurer through Cermati Protect within a maximum of 30 (thirty) calendar days from the claims report. If the insured does not provide the complete claims documentation within this period, the claims process cannot proceed.
27. The insured is advised to read carefully all explanations regarding the coverage and exclusions contained in the policy provisions of PT Great Eastern General Insurance Indonesia.
28. The insured permits PT Great Eastern General Insurance Indonesia to use or provide information and/or details regarding the insured that are available, obtained, or stored by PT Great Eastern General Insurance Indonesia (as specified in this Coverage Application, the Policy, or other documents of the Insurance Product) for the purpose of submitting this Coverage Application, processing claims, and providing services to the insured. The insured also understands that they have the right to correct or add to the information and details regarding themselves by contacting PT Great Eastern General Insurance Indonesia.
29. The insured grants PT Great Eastern General Insurance Indonesia the authority to use and/or provide information and/or details regarding the insured in connection with the insured's Policy based on this Coverage Application, including but not limited to information and/or details regarding the Premium.
30. By purchasing the Self Transfer Protection product, the insured has read, understood, and agreed to all the terms and conditions of the Self Transfer Protection in a conscious state and without any coercion from any party, including but not limited to the decisions of PT Great Eastern General Insurance Indonesia.

1. Personal Accident – Death & Permanent Disability Coverage
The insured or the insured's heirs are entitled to receive compensation of up to IDR 500,000,000 with the following terms:

Types of Accidents	Limit Percentage
Death	100%
Total and Permanent Disability	100%
Permanent Paralysis of All Limbs/Arms	100%
Total and Permanent Blindness in Both Eyes	100%
Permanent Loss of Partial or Total Use of Both Legs/Arms	100%
Total and Permanent Hearing Loss a. In Both Ears b. In One Ear	a. 75% b. 15%
Total and Permanent Loss of Vision in One Eye	50%
Loss of Use of One Leg/Arm	50%

Notes:

• Death occurs within a period of 12 (twelve) months from the date of injury.
• Total permanent disability/incapacity has lasted for 12 (twelve) months from the dateof injury and is likely to continue for life.
   

2. Flight Delay Coverage
The insured is entitled to compensation of IDR 350,000 for every consecutive 2 (two) hours of delay, with a maximum of IDR 4,500,000 for each insurance policy, if the insured's flight is delayed due to strikes/industrial actions, bad weather, mechanical failure, defects in the public transport structure, or other reasons that cause delays asdetermined by the airline. Delays are calculated from the scheduled departure time of the relevant public transport.

This benefit does not cover claims that arise directly or indirectly from:

• occurring because the insured did not check in according to the schedule provided to them, or
• if the insured did not obtain written confirmation from the airline or its agent regarding the number of hours of delay and the reason for the delay.

 

3. Baggage Delay Coverage
The insured is entitled to compensation of IDR 500,000, up to a maximum of IDR 3,000,000, if the checked-in baggage is delayed, misdirected, or misplaced by the transportation company, for a minimum delay of 4 (four) consecutive hours after the insured arrives at the baggage claim area at the destination airport. This benefit cannot be granted if the baggage delay occurs when the insured is returning to their country/city of origin.

 

4. Flight Cancellation Coverage
The Insured is entitled to receive a refund of the full cost of the travel ticket and any prepaid accommodation expenses* (up to the maximum combined limit according to the selected benefit) if, within 30 (thirty) calendar days before the departure date, they experience:

• death, serious injury, severe illness, or mandatory quarantine that the insured or their immediate family must undergo;

• unexpected labor strikes, riots, or civil disturbances that are beyond the control of the insured at the destination;
• severe damage to the insured's primary residence caused by fire, flooding, or other natural disasters (such as storms, earthquakes, etc.) within 7 (seven) calendar days before the departure date, requiring the insured to be present at the location on the departure date;
• being summoned as a witness or as a juror in court;
  
  This benefit does not cover:
• for any event mentioned above that was already publicly known or reported through mass media at the same time as the insured's travel plans.
• that is directly or indirectly caused by government regulations or government control; or
• caused by cancellation from the transportation company; or
• that is covered by another insurance scheme or a government program; or- that will be reimbursed by the hotel, transportation company, travel agent, or other travel and/or accommodation providers; or
• flight cancellation due to a change of mind.

Notes(*):

• Accommodation terms: Maximum accommodation covered is for a 4-star hotel, with costs based on the invoice up to IDR 1,000,000 per night, or whichever is lower. The accommodation must be booked under the Insured’s name.
• There must be an invoice or other supporting documents stating that the accommodation costs have been paid and are non-refundable.

 

5. Flight Delay (by passenger) Coverage

The insured is entitled to a replacement amount of:

Max. IDR 2.000.000 for International One-Way Flight

Maks. IDR 3.000.000 For International Round-Trip Flight

that occurs within 30 (thirty) calendar days before the departure date, if:

• death, serious injury, severe illness, or mandatory quarantine that must be undergone by the insured or their immediate family;
• unexpected labor strikes, riots, or civil disturbances that are beyond the control of the insured at the destination;
• severe damage to the insured's residence caused by fire, flooding, or other natural disasters (such as storms, earthquakes, etc.) within 7 (seven) calendar days before the departure date, requiring the insured to be present at the location on the departure date;
• being summoned as a witness or as a juror in court;

This benefit does not cover:

• for any event mentioned above that was already publicly known or reported through mass media at the same time as the insured's travel plans.
• that is directly or indirectly caused by government regulations or government control; or
• caused by cancellation from the transportation company; or
• that is covered by another insurance scheme or a government program; or
• that will be reimbursed by the hotel, transportation company, travel agent, or other travel and/or accommodation providers; or
• flight delay due to a change of mind.
   

6. Baggage Loss/Damage Coverage
The insured is entitled to a guarantee of up to IDR 10,000,000 for International travel if they experience loss or damage to personal baggage carried or purchased in a suitcase or bag, etc. All items must be the personal property of the insured and not rented, borrowed, or entrusted items.

If the insured's items cannot be repaired, the claim under this insurance policy will be treated as if the items are lost. In the case where the damaged or lost items are part of a pair or a set, the insurer's liability will not exceed the proportional value for that pair or set. The insurance may provide compensation or, at its own discretion, choose to restore or repair the items, taking into account factors such as wear and tear and depreciation.

Losses must be reported immediately to the police or relevant authorities, such as hotel management and the transportation company with jurisdiction at the location of the loss. Any claim must be accompanied by written documentation from those authorities.

This benefit does not guarantee:

• The following categories of items are excluded from coverage: animals, motor vehicles (including accessories), motorcycles, boats, machinery, other vehicles, skiing equipment, fruits, perishable goods and food items, household appliances, antiques, artifacts, painted artwork, art objects, computers (including handheld devices, software, and accessories), manuscripts, jewelry, precious stones, watches, mobile phones, contact lenses or corneal lenses, securities, souvenirs, musical instruments, dental bridges, dentures, and golf equipment.
• Loss or damage due to wear and tear, deterioration over time, moths, bugs, defects or weaknesses in the items, damage caused by a process, or that occurs while the items are being worked on.
• Loss or damage to rented equipment; and loss or damage to property as a direct or indirect result of riots, rebellions, revolutions, civil war, usurpation of power, or actions taken by government authorities to obstruct, resist, or defend the state against such events; confiscation or destruction in accordance with quarantine regulations or customs regulations; seizure by the government or public authorities; or risks associated with smuggling, illegal transportation, or black market trade.
• Loss or damage to property insured by another insurance policy; or that will be compensated by another transportation company, hotel, or other parties.
• Loss or damage to the insured's baggage that has been sent in advance, mailed, or shipped separately.
• Loss or damage to baggage that is left unattended in a public place.
• As a result of the insured's negligence in caring for and taking precautions to secure their belongings.
• Loss or damage to business items, samples, or any equipment.
• Loss or damage to data recorded on tapes, cards, disks, or other media.
• Loss or damage to cash, banknotes, bonds, coupons, stamps, negotiable instruments, land certificates, manuscripts, any type of securities, loss of credit cards or their replacement, identification cards, driver's licenses, and travel documents.
• Mysterious or unexplained loss.

 

7. Travel Misconnection Coverage
The insured is entitled to compensation equal to the difference between the refund of the unused flight ticket (due to changes or cancellations made by the airline and not due to the insured's negligence or intentional actions) and the new flight ticket to be used, or the rescheduling fee for the new flight ticket (also due to changes or cancellations made by the airline and not due to the insured's negligence or intentional actions), with a maximum amount of IDR 8,000,000 per flight route. This compensation applies to tickets purchased from either the same or a different airline.

If the insured cannot find a replacement flight departing within 48 (forty-eight) hours from the scheduled connecting flight, the insured will receive a cash benefit equivalent to the price of the failed connecting flight ticket, up to a maximum of IDR 8,000,000 per flight route, whichever is lower.

Exclusion

• This guarantee does not apply if there is an error/negligence in the flight schedule by tiket.com.

Example: tiket.com scheduled a flight that does not comply with the established Minimum Connect Time (MCT). If tiket.com initially scheduled the connecting flight incorrectly, it would result in a schedule conflict.

• Does not meet the Minimum Connect Time (MCT) requirement of 1.5 (one in a half) hours between flights.
• Does not guarantee against system errors by tiket.com.
• Does not guarantee cancellation or changes to flight due to a change of mind.
• Anything stated in the general exclusions of the policy wording.

Notes:

• The Insured is required to reschedule or book a new flight with the same departure location, transit, destination, and ticket class.
• For replacement flights, the Insured must select a flight with an MCT of 1.5 (one and a half) hours from the arrival time of the previous flight or the departure time of the subsequent flight.
• This benefit also covers:
  •    Reasonable transportation costs: from the airport to the hotel and vice versa.
  •    Reasonable accommodation costs: limited to a maximum of a 4-star hotel, with costs based on the invoice up to IDR 1,000,000 per night, or whichever is lower.
  •    Reasonable meal/food and beverage expenses, limited to a maximum of two times per Insured, and excluding family members/relatives traveling together with the Insured who are not listed as Insureds under the same policy.
• These reimbursements are subject to the maximum limit applicable to the Flight Disruption coverage selected by the Insured.
• An invoice or other proof of payment is required for all transportation, accommodation, and meals & drinks expenses.

General Mandatory Documents

• The claims form provided digitally by Cermati Protect
• Personal data of the insured as registered through tiket.com (ID card/driver's license/family card for Indonesian citizens, and passport/work permit/resident permit for foreign citizens).
• Flight details/flight ticket/ticket invoice.
   

Specific Mandatory Documents (Softcopy)

You must provide supporting documents for the claim process as follows:

1. Personal Accident - Death & Disability
   • Death: certificate of death from the relevant authorities (police, hospital, etc.)
   • Missing person: certificate about the accident and termination of the search from relevant authorities
   • Permanent disability: medical examination report (autopsy) from a doctor.
   • Other documents belonging to the Insured if necessary
      
2. Travel Delay
   • Boarding Pass
   • Other documents belonging to the Insured if necessary
      
3. Baggage Delay
   • Statement from the Airline regarding the duration and reason for the delay
   • Other documents belonging to the Insured if necessary
      
4. Trip Cancellation
   • Medical report/proof that the Insured or a close family member is seriously ill, severely injured, or deceased, or a photocopy of a court notice (if the Insured is a witness/juror in court)
   • Proof of travel expenses & statement of non-refundable travel costs
   • Invoice or other proof of payment related to the accommodation costs, along with a statement confirming that the costs are non-refundable
   • Other documents belonging to the Insured if necessary
      
5. Trip Delay (By Passenger)
   • Medical report/proof that the Insured or a close family member is seriously ill, severely injured, or deceased, or a photocopy of a court notice (if the Insured is a witness/juror in court)
   • Other documents belonging to the Insured if necessary
      
6. Loss/Damage of Baggage
   • Report from the airline stating that the loss or damage is the airline's responsibility, or
   • Report from the authorities if the baggage was lost in a public place
   • Proof of compensation from the airline, including the amount of compensation provided (if the baggage was lost while under the airline’s responsibility) (if available)
   • Photos of the damage
   • Photos of ownership of the baggage (e.g., purchase invoice) or with an invoice for replacement items. If not available, the price will be adjusted to market value
   • Other documents belonging to the Insured if necessary
      
7. Missed Connecting Flight
   • Statement letter or notification (email, WhatsApp, etc.) from the Airline regarding the duration and reason for the delay or cancellation 
   • Proof of delay or cancellation from the flight details application (e.g., Flightaware, etc.)
   • Proof of refund from the Airline 
   • Proof of purchase for a new flight ticket or rescheduling fee
   • Invoice or other proof of payment related to the accommodation costs / meal & beverage expenses / transportation costs
   • Other documents belonging to the Insured, if required

Assistance & Claim

For questions about insurance benefits, please contact:

• Live chat via WhatsApp: +62 815 8500 9500 (operational hours: 09:00-21:00 GMT+7, except during national holidays)
• Online claim portal: https://m.tiket.com/insurance-claim
• Email: claims@cermatiprotect.com