FREQUENTLY ASKED QUESTIONS

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Motor Vehicle Insurance

What are the premium rates applied?

Answer

The premium rates applied are in accordance with those set by the Financial Services Authority (OJK) in Attachment VI of OJK Circular Letter Number 6 /SEOJK.05/2017 regarding the Determination of Premium or Contribution Rates in Property and Motor Vehicle Insurance.

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Is car insurance mandatory?

Answer

The obligation to have car insurance depends on the regulations in each country.

 

In many countries, car insurance is a legal requirement to protect car owners, passengers and third parties from financial risks due to accidents or damage.

 

In Indonesia, although there is no regulation that mandates car insurance, purchasing car insurance for your vehicle can provide financial protection and security for car owners, which is very important in facing unexpected situations.

 

So, interested in buying car insurance online? Find the best options and promotions here!

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How much is the cost of car insurance?

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The cost of car insurance in Indonesia varies greatly, depending on several key factors.

 

First, there are two types of car insurance based on their basic coverage: Comprehensive and Total Loss Only (TLO).

 

Comprehensive covers minor damages such as scratches and dents, while TLO is only for serious damage (≥75%) or theft that results in the loss of the car.

 

Extended insurance coverage can also affect the cost of your car insurance. 

 

Additional protection in the form of coverage for natural disasters, medical expenses or third-party claims can usually increase the price of your motor vehicle insurance.

 

The price of the car is another factor influencing the cost of car insurance. The Financial Services Authority (OJK) divides car insurance rates into five distinct categories, each determined by the price of the car.

 

Geographic location also plays a role, with the OJK differentiating rates based on regions: Sumatra and its surroundings, DKI Jakarta, West Java, Banten and other regions in Indonesia.

 

Lastly, the age of the car also affects the cost of car insurance. Starting from the sixth year of the car's age, the insurance cost will increase. And at a certain age, insurance company may only offer TLO coverage for the car.

 

Considering all these factors, car insurance cost can vary greatly. 

 

It is important to understand your specific needs and choose the main coverage and insurance extensions that suit you, as this will determine whether the total cost you have to pay is cheap or expensive.

 

Want to know how much insurance costs for your car? Check your car insurance price here!

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Why should one have car insurance?

Answer

Car insurance is essential to protect yourself from unexpected expenses due to accidents, damage, theft, or natural disasters such as floods, fires, and storms.

This insurance product can help cover the costs of repairs and medical care, thereby reducing your financial burden.

In addition, some car insurance companies also provide protection against third-party claims and offer extra benefits such as towing services and a replacement car.

By having the right car insurance, you can have more peace of mind and be protected from financial risks, so it is highly recommended to choose|the best car insurance policy that suits your needs.

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What does the car insurance claim process involve?

Answer

The car insurance claims process can generally be outlined as follows, but it's important to note that specific steps may vary between insurers:

1. Claim Notification: Immediately inform your insurance company after an accident occurs through the provided phone number or online form within the time period required by your insurance company.

 

2. Information Gathering: Prepare details of the incident, information of the involved parties and your insurance policy data to be given to the insurance company.

 

3. Police Report: If the accident is serious, submit the police report that has been made to the insurance company.

 

4. Damage Assessment: Follow the damage assessment procedure established by the insurance company, which can be done through an assessor or at a partner workshop.

 

5. Additional Documents: Complete and submit any additional documents requested by the insurance company.

 

6. Claim Approval: Wait for the evaluation and approval of the claim from the insurance company. Once approved, payment will be processed.

 

7. Claim Payment: Claim payments will be made according to the method determined by the insurance company.

 

8. Vehicle Recovery: Pick up your car after the repairs and claim payment are completed.

 

Make sure that, before submitting a car insurance claim, you are already familiar with the claims process and requirements of your car insurance product and promptly report the claim with accurate information for a quick process.

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What additional coverage options are currently offered by Oona Insurance?

Answer

Oona Insurance offers additional coverage options, such as Repairs at Authorized Workshops, Third-Party Liability, and Personal Accident insurance for the driver and passengers.

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Can I add more than one driver to my car insurance policy?

Answer

In a motor vehicle insurance policy, the driver's name is not mentioned in the policy, and there is no restriction on who can drive your car. However, it is important to note that the driver must hold a valid driver's license (SIM) appropriate for the type of vehicle (A, B, C).

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What is the difference between All Risk Car Insurance and Total Loss Only (TLO) Insurance?

Answer

All Risk Car Insurance covers minor/partial damage (such as dents and scratches) and total damage to your vehicle, including risks from accidents, theft, and natural disasters. On the other hand, TLO (Total Loss Only) insurance only covers significant damage where repair costs exceed 75% of the car's value or in cases of total loss, such as theft.

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How do I renew my Oona vehicle insurance policy?

Answer

Customers will receive a notification 45 days before their car insurance policy expires via email and WhatsApp. Customers can also contact Oona Insurance's customer service number at +62858-73950-250 (available 9 AM to 7 PM, Monday to Friday).

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Can car insurance be cancelled?

Answer

Cancelling your car insurance must adhere to the specific terms of your policy and the rules set by your insurance company. Be aware of these key points, but always review your policy's terms first for precise guidance.

 

Cancellation Fee: The insurance company may charge a fee and/ or deduct the premiums that have already been paid and return a prorated amount of the premium to you.

 

Cancellation Rules /  Process: Read the policy terms to understand the procedures and requirements for cancellation.

 

Premium Refund: You may be entitled to a refund of the premium for the unused period after cancellation.

 

Before canceling, discuss with your insurance company to understand the consequences and options available.

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Does Oona Insurance provide Electric Vehicle Insurance?

Answer

Yes, Oona Insurance offers Electric Car Insurance, providing comprehensive coverage for all electric car vehicles.

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Does the insurance cover the EV battery?

Answer

Yes, EV insurance generally includes coverage for the EV battery in the event of accidents

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Is the premium for EVs higher than for conventional cars?

Answer

EV cars follow the same OJK-defined rates as non-EV cars

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Does the insurance cover risks caused by technical faults or EV malfunctions?

Answer

Insurance typically does not cover risks resulting from technical faults or EV malfunctions, as these are classified as maintenance issues. Coverage is provided for damages caused by external events, such as accidents or natural disasters

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What does EV insurance cover?

Answer

EV insurance provides coverage similar to conventional vehicles, including Comprehensive and Total Loss Only (TLO) protections. It also extends to additional coverages, such as protection against natural disasters (including floods), third-party liability, and towing services.

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Can I choose a specialized workshop for EVs?

Answer

Yes, we have workshops specialized in servicing EV cars. For example, Techno Garage operates in five major cities, including Jakarta, Medan, Palembang, Surabaya, and Pekanbaru, ensuring your EV receives expert care. You can visit our website at myoona.id to check the comprehensive list of our preferred garages

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How does the insurance address the risk of fire or explosion during charging?

Answer

According to the standard policy coverage issued by the General Insuance Association of Indonesia (AAUI) , fire incidents during charging are not included in the insurance coverage.

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What is the claims procedure for EVs?

Answer

You can submit your EV insurance claims online at myoona.id or call our 24/7 claims call center at 021-28090111 for assistance.

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What about the cost of EV battery replacement?

Answer

The cost of EV battery replacement is typically covered under EV insurance if the damage is due to an insured event, such as an accident or fire. However, wear and tear or end-of-life replacement is usually not covered

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Is EV insurance different from conventional car insurance?

Answer

Currently, there are no specific regulations from the Financial Services Authority (OJK) for electric vehicles (EVs). EVs are still subject to the same OJK regulations as conventional vehicles. The key difference lies in the protection for EV batteries, which can be covered in the event of an accident.

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Does the insurance cover home charging stations?

Answer

We provide coverage exclusively for accidental damages to the vehicle

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Health & Personal Accident

How do you pay for Health Insurance or Personal Accident Insurance premiums?

Answer

Payment of Health Insurance or Personal Accident Insurance premiums can be made by:

  • Bank transfers

  • Full Payment using Credit Cards and Debit Cards from all issuing banks

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How long is the coverage period provided by Health Insurance?

Answer

The coverage provided by Health Insurance is for a period of 12 (twelve) months.

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When can I submit a claim after the policy is activated?

Answer

The customer can submit a claim after the policy is activated, as long as the policy is still valid.

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What should I do to make a claim for Health Insurance?

Answer

You can fill out the Health Claim Reporting form found on the Claim Reporting page on the OONA website. To submit a claim and further information, please contact the 24-hour Call Center at (021) 280 90123. You can also submit a claim through the OONA Health Apps.

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How do I buy Health Insurance or Personal Accident Insurance products?

Answer

You can contact the Marketing Team at the OONA Insurance Branch and Marketing Office. You can find a list of addresses and telephone numbers of OONA Insurance Marketing and Branch Offices on the Customer Support page. In addition, you can also fill in your personal data in the form on the Health Insurance and Personal Accident Insurance product pages, and we will contact you soon.

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What should I do if my policy is lost or damaged?

Answer

Immediately contact the nearest Branch and Marketing Office, by bringing a letter of loss, or by calling the 24-hour Call Center at (021) 280 90111 which will assist you in arranging a duplicate policy.

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Where is the nearest OONA Partner Hospital from where I live?

Answer

You can find a list of OONA Health Provider on the Hospitals Partners page.

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Travel

What does travel insurance cover?

Answer

Travel insurance coverage varies depending on the terms of the specific product or policy. Generally, common coverages include: 

 

Trip Cancellation: Compensation for travel expenses already paid if canceled due to illness, accident, or unexpected events.  

 

Emergency Medical Evacuation: Costs of evacuation to medical facilities or repatriation to the home country if necessary.

 

Emergency Medical Expenses: Protection for emergency medical treatment costs, including hospitalization and medication.

 

Baggage Insurance: Compensation for loss or damage to personal belongings during the trip.For example, lost luggage.

 

Flight Delay: Compensation for additional costs arising from flight delays, such as accommodation or transportation tickets.

 

Personal Accident Insurance: Protection against the risk of accidents leading to injury or death.

 

 

Legal Protection: Assistance and legal consultation during the trip.

 

 

Travel insurance is available for a single trip or as an annual policy for multiple trips. Make sure you understand the terms of the policy to ensure it meets your needs.

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What is meant by travel insurance?

Answer

Travel insurance is one form of insurance that offers financial protection from various risks when you are travelling. This includes trip cancellation, baggage issues, flight delays, to medical evacuation while you are traveling.    

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Do you need to buy travel insurance?

Answer

The decision to buy travel insurance depends on various factors, including the destination of your trip, the type of activities you will be doing, your health and a number of other personal considerations.

 

Every trip is unique and so are your needs. Take time to reflect on the risks and personal needs before departing.

 

Travel insurance from Oona is ready to be a faithful companion that ensures your journey is safer and more comfortable.

 

Purchase Oona Travel Insurance Online for peace of mind on every trip.

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Is travel insurance mandatory?

Answer

There is no global requirement that makes travel insurance mandatory.In Indonesia, there is also no regulation that requires domestic or international travelers to have travel insurance when travelling.

 

However, there are some situations where travel insurance can be a mandatory requirement.

 

For example, when applying for a Schengen Visa to travel to countries in Europe. In this case, you will need international travel insurance to meet the terms and conditions of the visa application. Travel insurance can provide protection against financial loses and emergency assistance, especially when you are abroad.

 

It is advised to consider having a travel insurance to protect yourself from potential risks that may occur during the trip.

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Does the flight ticket price include insurance?

Answer

The price of a plane ticket generally does not include travel insurance and only covers the cost of the flight and some standard services.

 

You have the option to add insurance when booking a ticket or choose a separate policy according to your travel needs. 

 

If you do not choose this option, insurance can be purchased separately from insurance companies like Oona to get a policy that best suits your travel needs.

 

Click here to buy Oona travel insurance to make sure you are protected during your trip.

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Flight Delay

Does the flight ticket price include insurance?

Answer

The price of a plane ticket generally does not include travel insurance and only covers the cost of the flight and some standard services.

 

You have the option to add insurance when booking a ticket or choose a separate policy according to your travel needs.

 

If you do not choose this option, insurance can be purchased separately from insurance companies like Oona to get a policy that best suits your travel needs.

 

Click here to buy Oona travel insurance to make sure you are protected during your trip.

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Can I receive compensation for a delayed flight?

Answer

In various countries, the right to compensation for flight delays does exist in accordance with applicable consumer protection regulations. However, this right to compensation differ depending on the airline's policies and local regulations.

 

To ensure you are protected against delays, consider purchasing Smart Flight Delay* insurance from Oona Insurance.

 

With this insurance, you can wait for your flight more comfortably in the airport lounge.

 

Purchase Smart Flight Delay* Insurance from Oona Insurance now and be prepared to face flight delays with calm.

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How long does a flight delay have to be to get compensation?

Answer

The duration of delay that qualifies for compensation can vary, depending on the applicable regulations and the policies of individual airlines.

 

At Oona Insurance, we understand that your time is very valuable. With Smart Flight Delay*, you are entitled to compensation if your flight is delayed by at least 60 minutes.

 

This condition applies universally, without being bound by local or international regulations.

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What is flight delay insurance?

Answer

Flight delay insurance is a type of travel insurance that provides financial compensation if your flight is delayed.

 

Flight delay insurance can be a crucial aspect of travel planning, especially for those with tight schedules, where flight delays can have severe consequences.

 

One example of flight delay insurance is the Smart Flight Delay* product from Oona Insurance, which gives you protection due to flight delays. 

 

With Oona Insurance's Smart Flight Delay* product, you will receive compensation in the form of one lounge access voucher if the flight is delayed for 60 minutes. You will automatically receive the voucher code via SMS. 

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