The following are the additional documents required to claim your insurance.

* 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

You can submit an insurance claim through the 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 between 09:00-18:00 WIB, except during public holidays)
• Email: claims@cermati.com

1. Death or Permanent Disability due to Accident

Insured or the heirs are entitled to compensation in cash up to IDR 10.000.000 during the hotel stays if a personal accident occurred during the hotel stays.

2. Medical Expenses due to COVID-19

The insured is entitled to medical or swab test expenses reimbursement if deemed necessary and reasonable to be inpatient at a hospital or Covid-19 medical center due to Covid-19 positive with a maximum of IDR 1.500.000 per policy cover period, which will be paid later (reimbursement) in the form of a tiket Points. Medical Expense shall include a swab/PCR test for Covid-19 after the insured test positive COVID-19 and get hospitalized or self-quarantine.

3. Hospitalization Compensation due to COVID-19

The insured is entitled to daily hospitalization (domestically or internationally) compensation due to diagnosing with Covid-19 while staying at the hotel with a limit up to IDR 300.000 per day, maximum IDR 1.500.000 which shall be reimbursed through the insured tiket Points. Hospitalization must be carried out for a minimum period of 24 (twenty-four) consecutive hours up to a maximum of 5 (five) days.

4. Medical Expenses due to Accident

The Insured is entitled to compensation of medical expenses due to an accident while staying at the hotel up to IDR 250.000 in the form of tiket Points.

5. Trip Cancellation by Passenger due to Standard Reasons and/or Positive or Reactive to COVID-19

The insured is entitled to compensation up to a maximum of Rp 250.000 valued tiket Points if the trip is canceled with reasons as follows:

• Death or serious injury or severe illness or compulsory quarantine that the insured or the family members must be hospitalized and certified by Medical Practitioners as a life-threatening disease.
• Labor strikes, riots or unexpected civil commotion that are not within the Insured’s control occurs at the destination within 48 (forty-eight) hours prior to the trip.
• Severe damage to insured’s primary dwelling house caused by fire, explosion, aircraft falling, riot, strike, flood, hurricanes, earthquakes, volcanic eruptions, and landslides that occur within 48 (forty-eight) hours prior to check-in date.
• Natural disasters (typhoons, floods, earthquakes, volcanic eruptions, tsunamis and the like) occurs at the destination within 48 (forty-eight) hours prior to the check-in date.
• To be called as a witness or as a jury member to the court.
• Insured is unable to travel due to positive or reactive to Covid-19, whereby the test must be taken maximum 48 (forty-eight) hours before traveling to hotel booked.

*To avoid any doubt, trip cancellation due to change of mind is not eligible for Free Protection benefits and coverages.

1. Free Protection is the Personal Accident Insurance Product of PT. Great Eastern General Insurance Indonesia (Great Eastern General Insurance) that is registered and licensed under the authorization of Financial Services Authority (Otoritas Jasa Keuangan).
2. Free Protection is an insurance provided free of charge to tiket.com users and non-users as an additional feature of tiket.com. 
3. For tiket.com users can get Free Protection during hotel booking through tiket.com mobile,  website, or application (Android and iOS).
4. Free Protection can be applied for domestic and international hotels. This insurance protects the insured throughout the staying period which also include the activity inside and/or outside of the hotel location area. Number of insured covered are 1 person as per the names registered under the hotel booking or family or other parties who occupy the room booked.
5. Free Protection is eligible to Indonesian citizens (WNI) and foreigners (WNA) with a minimum age of 2 (two) years old and maximum age of 75 (seventy-five) years old on the date of departure/check-in. Only foreigners with Passport or KITAS/KITAP (Limited/Permanent Stay Permit Card) can be insured. 
6. For children under 12 (twelve) years old must be accompanied by a family member or authorized guardian while traveling.
7. Free Protection insurance policy will be sent through email.
8. Claim can be submitted through tiket.com application (Android or iOS).
9. The insured must report and submit complete and correct documents as required by Great Eastern General Insurance within 7 (seven) calendar days after the incident or as soon as possible to proceed with the claim verification faster. All costs incurred in obtaining such documents or evidence required shall be borne by the insured.
10. If there are any incomplete and/or incorrect documents required for submission, the insured may complete the documents within 14 (fourteen) calendar days from the initial claim submission date.
11. Claims submitted will be reviewed and processed by Great Eastern General Insurance with a maximum of 14 (fourteen) working days after the insured has submitted all the required documents.
12. Claim will be transferred by tiket.com to the insured with a maximum of 7 (seven) working days after Great Eastern General Insurance proceeded with disbursement.
13. tiket.com does not manage the premium rate and only acts as an intermediary between the Insured and PT Fokus Solution Proteksi (Cermati Protect) as the insurance broker and Great Eastern General Insurance as the insurance company through website and/or mobile applications.
14. tiket.com owns the rights to take action upon fraudulent action by the Insured without any prior notice.
15. By applying Free Protection, the insured has agreed to the terms and conditions established by Great Eastern General Insurance, including but not limited to any decision made by Great Eastern General Insurance.
16. The insured is strongly advised to read the entire terms and conditions regarding the coverages and exclusions as stated on Great Eastern General Insurance policy and policy wording.
17. Free Protection is not a product of tiket.com, hence any claim including risk that may occur from implementing this product including Policy Wording issued by Great Eastern General Insurance shall be fully responsible by Great Eastern General Insurance.
18. Free Protection claim will be disbursed with the following mechanisms: (1) Cash reimbursement will be transferred to bank account as stated by the insured for any death/permanent disability due to accident (2) tiket Points for any medical expenses due to accident, flight cancellation due to standard reasons, and COVID-19 protection to the registered tiket.com user account when applying for Free Protection during booking.
19. Great Eastern General Insurance may at any time change the policy regarding the claim submission and disbursement. tiket.com has no control over the actions or policies carried out by Great Eastern General Insurance which may cause any inconvenience while using the Free Protection.
20. These Terms and Conditions are made in Indonesian and English versions. For any discrepancies to the contents and understanding of each version the Indonesian version shall prevail.