What is Travel Protection (Zurich Travel Guard)?

Travel Protection is the name in the Jenius app for the insurance product provided by PT Zurich Asuransi Indonesia, Tbk.,namely Zurich Travel Guard.

What benefits are included in Travel Protection?

When the Travel Protection owner experiences an event covered by the policy, Zurich will provide compensation according to the policy. There are 5 main benefit categories:
1. Compensation for Trip Delay: for delayed or misdirected departures
2. Compensation for Baggage Delay: for delayed or misdirected baggage
3. Protection for Personal Belongings: if personal items are lost, destroyed, or damaged during travel
4. Personal Accident Protection: benefits if you experience a travel accident resulting in permanent disability or death
5. Other Main Benefits: comprehensive protection from other travel risks that can be seen in the policy.

Complete details of each benefit can be found in the Insurance Terms.

How is Travel Protection different from other insurance products?

Travel Protection has several differences and advantages compared to other insurance products:
1. Policy types according to needs: Protections available for round-trip, one-way, and annual travel
2. Integrated with the Jenius app: View all information, benefit details, purchase applications, and monitor policies from just one app
3. Comprehensive coverage: Zurich Travel Guard offers complete benefits for delays, visa rejections, and more
4. Flexible: Buy protection for yourself or others.

How does Travel Protection work or what is its mechanism?

After entering travel details and paying the premium, you will become the main policyholder of Zurich Travel Guard, and the policy will be sent to your email as well as the emails of others you register. In that policy, you can check insurance details ranging from premiums, benefits, terms and conditions, to exclusions.

If an event covered by the policy occurs during the coverage period, you or your beneficiaries can file a claim within 90 days.

What are the advantages of buying Travel Protection?

Advantages include:
1. Comprehensive protection: Covering various travel risks from cancellation to medical emergencies
2. Flexible policy options: Choose protections for round-trip, one-way, and annual travel
3. Cashless benefits: Enjoy the convenience of medical payment and emergency evacuation through Zurich Assist
4. Easy monitoring: View all information and transaction status via the Jenius app
5. Foreign currency preparation: If Jenius has foreign currency for your travel destination, you will receive an offer to prepare that currency to make your trip smoother

Are there any risks when buying Travel Protection?

There is a risk that claims will be rejected if the incident experienced is included in the policy exclusion list or if travel is conducted to prohibited countries.

Make sure to read the terms and conditions and exclusions in the policy.

What are the exclusions of Travel Protection?

The exclusions include:
1. Travel from, to, or through prohibited countries such as Afghanistan, Iraq, Iran, Liberia, Libya, Mali, Syria, Somalia, Sudan, and countries in Travel Warnings
2. Pre-existing medical conditions that may cause trip cancellation
3. Claims filed more than 90 days from the date of incident

What are my obligations as a Travel Protection participant?

As a participant, your obligations include:
1. Data accuracy: Fill in application data completely and accurately to avoid policy cancellation
2. Health condition: Be medically fit for travel and have no previous knowledge of any medical circumstances that may cause cancellation
3. Premium payment: Pay the premium in full before the policy is issued
4. Travel compliance: Travel only according to the geographical area selected and stated in the policy.

What are the requirements to become a Travel Protection participant before buying a policy?

You can purchase Travel Protection if you:
– Live, work, or reside long-term in Indonesia
– Have valid identity validation documents in Indonesia (KTP, KITAS, KITAP, long-term visit visa)
– Start your journey from Indonesia
– Travel to countries available in the policy, and are a maximum of 69 years old

More detailed requirements can be viewed in the Travel Protection page in the Jenius app.

Can travel starting from abroad be insured with Travel Protection?

No, the travel that can be insured must start from Indonesia.

Can I buy Travel Protection for travel duration of more than 365 (three hundred sixty-five) days in 1 policy?

No, the maximum duration that can be covered in 1 policy is 365 (three hundred sixty-five) days.

What are the prohibited countries not covered by Travel Protection?

Any travel from, to, or through Afghanistan, Iraq, Iran, Liberia, Libya, Mali, Syria, Somalia or Sudan, and other countries included in Travel Warnings are not covered.

Are there any health requirements or medical checkups needed?

There are no specific medical examinations, but you must be medically fit for travel and must not know of any circumstances that may cause trip cancellation or disruption.

What should I do when my age is said not to meet the requirements, even though I am still within the insured age requirement range?

If that happens, you can update your information first through the Edit Profile feature in the Jenius app.

Once you’re done, check the page again to make sure your age is correctly updated.

If it’s still incorrect, you can contact SMBCI Care by phone at 1500 365 or by email at [email protected].

Can I buy Protection for family or others?

Yes, you can buy Travel Protection for others such as family or friends, and you can register multiple people in one policy as long as they meet applicable requirements. You will become the main policyholder and the policy will be sent to your email as well as the emails of others you register.

If I already have Zurich Travel Guard elsewhere, can I still buy Zurich Travel Guard again in the Jenius app?

Yes, you can. However, if you have more than one Zurich Travel Guard policy for the same trip, you will only be covered and receive claim payment from one policy — the one with the highest benefit level.

If the benefit levels of your policies are the same, the claim payment will be made only for the policy number that is submitted first.

Can I transfer my policy to another person?

No, the policy will always be registered under the name of the policy holder who bought Travel Protection from the Jenius app, unless you specifically bought protection for someone else from the beginning of the purchase.

What types of travel can be protected by Travel Protection?

Zurich Travel Guard offers options for international travel from Indonesia or domestic travel within Indonesia, with 3 types of travel:
1. One-way trip
– Available specifically for international travel starting from Indonesia
– Protection ends 3 days after departure date
– Not available for domestic travel
2. Round-trip
– Protection for 2 trips departing to and returning from international destinations that starts from Indonesia, or departing to and returning from domestic destinations inside Indonesia
– Covering trips with maximum duration up to 365 days (ages 69 and below) and 60 days (ages 70 and above)
– Protection ends at the end of return date
3. Annual trip
– Protections for unlimited travel to 1 domestic or international destination
– Available for 1 person travel
– Unavailable for 70 year old applicants
– Covering trips with maximum duration of 90 days per trip
– Active for 365 days, one year since date of purchase

What Travel Protection plan options are available on Jenius?

Plans with different premiums are available for international trips:
– Basic: Affordable price with essential benefits
– Premiere: Premium price with higher benefits

Plans with different premiums are also available for domestic trips:
– Silver: Affordable price with essential benefits
– Gold: Premium price with higher benefits

In addition, Visa Protection is available as a separate product or as an add-on to Travel Protection, with three plan options:
– Basic: Affordable price with essential benefits
– Executive: Mid-range price with moderate benefits
– Premiere: Premium price with the highest benefits

Prices, benefit details, and more information can be found in the Insurance Terms and Conditions.

What are the differences between each Travel Protection plan?

Each plan has the same benefits as other plans in their respective destination categories (international or domestic), but with different prices according to needs and the amount of compensation provided.

Prices and compensation will vary based on
– Number of participants
– Travel duration
– Travel destination

Complete benefit details and prices can be checked in the Jenius app.

How are the benefit details for international travel?

Benefits provided for international Travel Protection are compensation for events such as
– Trip cancellation and changes
– Medical and other emergency expenses
– Travel expenses and other related costs
– Baggage and personal belongings guarantee
– Personal accidents
– Repatriation of remains and other related costs
– Other benefits

Complete benefit details can be checked in the Insurance Terms.

How are the benefit details for domestic travel?

Benefits provided for domestic Travel Protection are compensation for events such as
– Trip cancellation and changes
– Medical and other emergency expenses due to accidents
– Medical and other emergency expenses due to illness

Complete benefit details can be checked in the Insurance Terms.

How are the benefit details for visa protection?

Visa Protection provides compensation benefits if your visa application is rejected by the embassy or consulate of the destination country, and this benefit is available as a separate product or as an add-on to Travel Protection.

There are 3 plan options (Basic, Executive, and Premiere) with different compensation amounts, and complete benefit details and compensation amounts can be checked in the Insurance Terms.

What is a waiting period, and is there a waiting period for Travel Protection before coverage starts?

There is no waiting period for Travel Protection. Protection will immediately begin according to the date stated in the policy or according to the provisions in the policy.
– For Trip Cancellation and Change benefits, protection begins from the policy issuance date
– For other benefits, protection begins when the Insured leaves home to start the journey

How to buy Travel Protection through the Jenius app?

To find Travel Protection in the Jenius app:
1. On the Home page, open the Wealth page from the bottom navigation
2. On the Wealth page, select the Insurance menu
3. Scroll to the Travel Protection area and select View Details
4. On the product detail page, you can browse information about insurance benefits, membership requirements, terms and conditions, and other information

To purchase:
1. On the product detail page, tap Buy
2. Select international travel and fill in the form according to travel details such as destination country, travel type (one-way, round-trip, annual), departure date (with return date if choosing round-trip travel), number of people (maximum 10 people), promo code if available, then tap Next
3. Choose a plan that suits your needs and add Visa Protection if needed, then tap Next
4. On the Enter Insured Info page, select Yes if you are joining the trip, or No if you are buying protection for others
5. Enter all Insured data (Protection participants) if required, such as passport number, first name according to passport, last name according to passport, date of birth, gender, and email (optional), then tap Save
6. Make sure all info is correct before tapping Next
7. On the terms and conditions page, read all documents, agree to the statement, then tap Confirm
8. Make sure all information is correct, then tap Buy Protection
9. Enter password then send application

Active Balance will be debited for the selected premium amount, and the policy will be issued within a maximum of 2 working days after Zurich approves your application.

How to buy Travel Protection through the Jenius app?

To find Travel Protection in the Jenius app:
1. On the Home page, open the Wealth page from the bottom navigation
2. On the Wealth page, select the Insurance menu
3. Scroll to the Travel Protection area and select View Details
4. On the product detail page, you can browse information about insurance benefits, membership requirements, terms and conditions, and other information

To purchase:
1. On the product detail page, tap Buy
2. Select domestic travel and fill in the form according to travel details such as type of travel (round-trip or annual), departure date (with return date if choosing round-trip travel), number of people (maximum 10 people), promo code if available, then tap Next
3. Choose a plan that suits your needs, then tap Next
4. On the Enter Insured Info page, select Yes if you are joining the trip, or No if you are buying protection for others
5. Enter all Insured data (Protection participants) if required, such as full name according to ID card, date of birth, gender, email (optional), and ID card number (enter parent’s ID card or family card number if you don’t have one yet), then tap Save
6. Make sure all info is correct before tapping Next
7. On the terms and conditions page, read all documents, agree to the statement, then tap Confirm
8. Make sure all information is correct, then tap Buy Protection
9. Enter password then send application

Active Balance will be debited for the selected premium amount, and the policy will be issued within a maximum of 2 working days after Zurich approves your application.

How long is the validity period of Travel Protection on Jenius?

The validity period depends on the type of trip selected:
– One-way trip: 3 calendar days after the departure date
– Round trip: Until the end of the return date
– Annual plan: 1 calendar year from the date of purchase

What should I do if the data that appears on the recap/purchase confirmation page for Travel Protection does not match my actual data?

If that happens, you can update your information first through the Edit Profile feature in the Jenius app.

Once you’re done, you can restart the Travel Protection form and make sure your information is correct on the purchase confirmation page.

What if I send wrong data when I’m buying Travel Protection?

If this happens, you can immediately contact Zurich by phone at 1500 456 or email [email protected]

Mention the problems you face so Zurich can immediately serve the data changes you need. If you are asked to provide a policy number, you can:
1. Open the Wealth page from the bottom navigation menu
2. Select the Insurance menu, find the Travel Protection box, and tap that box to see the policy number in the Protection Details page.

What if I want to update my data in Travel Protection, such as changing my name, phone number, email, or beneficiary name?

You can contact Zurich by phone at 1500 456 or email [email protected] and request the data changes you want.

If you are asked to provide a policy number, you can open the Wealth page from the bottom navigation menu, select the Insurance menu, find the Travel Protection box, and tap that box to see the policy number in the Protection Details page.

Can I buy Protection again even though my Protection application was rejected in the Jenius app?

You can tap Repurchase Plan if the button is available on the Protection Details page that appears after you tap the Travel Protection box

You can also confirm rejection info or policy repurchase by contacting Zurich by phone at 1500 456 or email [email protected].

What method can I use to pay premiums?

You can use Jenius Active Balance to pay premiums easily and practically.

Will I get a notification if my purchase is declared successful or failed?

Yes, if the insurance purchase application is rejected, you will get a notification from the Jenius app.

How long is the Protection purchase process on Jenius?

Travel Protection purchase process on Jenius takes a maximum of two working days after the application is successfully sent.

Can I have multiple policies in the Jenius app at the same time?

For Travel Protection, you can have multiple policies at the same time in the Jenius app, but for other Protection products, you can only have one active policy at the same time.

Can I pay premiums monthly?

No, currently only premium payments for one policy directly are available, and payments are made when purchase transactions occur.

If my purchase fails, where should I make a complaint?

You can contact SMBCI Care by phone at 1500 365 or email [email protected], and you can also contact Zurich at 1500 456 or email [email protected].

If I buy Travel Protection on Jenius, will others registered be informed about the purchase?

Yes, the policy will be sent to your email as the main policyholder as well as the emails of others you register in the policy.

Can I cancel the policy purchase while it’s still being processed?

No, participants cannot cancel insurance while it’s still being processed.

How long is the policy issuance process after successful purchase?

The policy will be issued no later than 2 working days and will be sent to the email registered on Jenius, and you will get a notification if the policy is successfully issued.

Why hasn’t my policy been issued after 2 working days?

If this happens, you can inform SMBCI Care by phone at 1500 365 or email [email protected] for escalation assistance to partners.

You can also contact Zurich at 1500 456 or email [email protected] for direct info from Zurich.

If my policy issuance is declared failed, where should I make a complaint?

You can contact SMBCI Care by phone at 1500 365 or email [email protected], and you can also contact Zurich at 1500 456 or email [email protected].

Why haven’t I received the policy in my email, even though the policy has been declared issued?

If this happens, you can contact Zurich by phone at 1500 456 or email [email protected].

If you are asked to provide a policy number, you can open the Wealth page from the bottom navigation menu, select the Insurance menu, find the Travel Protection box, and tap that box to see the policy number in the Protection Details page.

Will I get a hard copy of the policy?

No, Zurich Travel Guard is a digital insurance product so it’s not possible to send hard copies, and the policy is only a soft copy document that will be sent to the email registered on Jenius.

Where can I download my policy?

The policy will be sent and can be downloaded via the email registered on the Jenius app.

How to monitor the policy through the Jenius app?

1. On the Home page, select Wealth from the bottom navigation menu
2. On the Wealth page, click the Insurance menu
3. Scroll to the Travel Protection area and tap the box with insurance product

You can see all detailed insurance information including active period, policy number, benefits, insurance exclusions, and other info on the Protection Details page.

Can I access my policy through the partner’s app?

You can confirm this directly with Zurich by phone at 1500 456 or email [email protected].

What is meant by active period and grace period?

Active period is the policy validity period, and grace period is the period when the policyholder gets a deadline to pay the policy renewal premium. The grace period starts from the premium due date, and the number of days for the grace period can vary depending on the Protection provider.

How long is the active period of the Zurich Travel Guard policy?

The membership or coverage period of the Zurich Travel Guard policy you buy on the Jenius app depends on the policy you choose.

Is the policy automatically renewed or do I need to manually repurchase?

After the policy becomes inactive, you need to manually repurchase the policy.

Can I renew if the active policy period has ended?

Yes, you can make a repurchase when the active policy period has ended.

Can I cancel my policy?

As long as you haven’t submitted a claim, you can cancel your policy while it’s still within the free look period.

You can contact Zurich by phone at 1500 456 or by email at [email protected] to confirm the policy terms.

If an event occurs that may result in a claim, what is the maximum time I have to report it to Zurich?

The Main Policyholder or Beneficiary must notify PT Zurich Asuransi Indonesia Tbk in writing no later than 30 calendar days from the date of the event that gives rise to a claim.

Who is entitled to receive benefits if the participant dies?

If a claimable event occurs and the partner has approved the compensation, the policyholder is entitled to receive the benefit.

Specifically for death benefits under the policy, the Beneficiary designated by the participant at the time of purchasing Travel Protection will be the one entitled to receive the benefit.

If I am a beneficiary or heir, how do I file a claim that the participant has died?

First, the Beneficiary or Heir must notify PT Zurich Asuransi Indonesia Tbk in writing no later than 30 calendar days from the occurrence of the claimable event.

Then, prepare claim documents including
– Detailed chronology
– Claim form (can be downloaded through the Jenius app)
– Photos of tickets, itinerary and boarding pass
– Copy of passport or ID card
– Copy of policy
– Certificate from authorized parties

Next, send a claim email containing chronology, claim documents, claim form, policy number, and supporting evidence to [email protected].

You can also contact Zurich Care at 1500 456 for more complete info regarding claim procedures, with claim payment to be made maximum 30 calendar days after claim payment approval information from Zurich.

If I am a beneficiary or heir, how do I check the status of claims made to Zurich?

Claim status can be confirmed through partners directly, and you can contact Zurich by phone at 1500 456 or email [email protected] to confirm your claim status.

If I am a beneficiary or heir, what account can I use to receive claims?

As a beneficiary, you can include any account number you have on the claim form page, and this form will be provided by Zurich when you file a claim.