Travel Insurance

Terms & Conditions

1. The Super Shield product is valid for passengers within the following age limits:
• Adults: 17-75 years
• Children: 1-16 years
2. Passengers must be Indonesian citizens (Warga Negara Indonesia - WNI) or foreign citizens (Warga Negara Asing - WNA) with a KIMS / KITAS.
3. Travel insurance coverage is only applicable for journeys using regularly scheduled commercial flights.
4. The coverage period is during the passenger's journey or a maximum of 30 days from the departure date.
5. The applicable premium is per individual (1 passenger).
6. Coverage is only valid during the policy period as indicated in the Policy details.
7. The passenger's name on the flight ticket must match the name on the policy. Inconsistencies in passenger data may result in claim denial.
8. Cancellation is subject to the cancellation terms applicable to Citilink (flight tickets must not be in a forfeited status). This coverage does not apply to cancellations due to passenger lateness or absence as per the check-in regulations.
9. Cancellations must be made at the latest 3 days (H-3) prior to the original departure date, except in the following events: a. Death, serious injury, severe illness, or mandatory quarantine experienced by the Insured or the Insured's relatives or travel companions within 30 consecutive days before the travel departure date. b. Unexpected strikes, civil disturbances, or riots beyond the control of the Insured at the planned destination within 30 consecutive days immediately preceding the travel departure date. c. Severe damage to the Insured's primary residence due to fire, flood, or similar natural disasters (typhoon, earthquake, etc.) within 7 consecutive days before the departure date, necessitating the Insured's presence at the primary residence on the departure date.
10. Passengers who purchase the Super Shield travel insurance product and have received the policy cannot request a refund for any reason, whether voluntary or involuntary.
11. More detailed information regarding coverage can be found in the policy statement sent via email to the passenger at the time of purchase.

• Super Shield Claim Process

The claims process uses a reimbursement scheme. Passengers can make a claim as follows::

1. Report the claim through the Ezypolis customer service number at 0811-125-555-88.
2. Complete the necessary claim support documents.
3. Verify the documents.
4. Initiate the claim process.
5. Payment processing (payment is made on H+3 after the complete documentation).

Terms & Conditions

1. Participants must be Indonesian citizens (Warga Negara Indonesia - WNI) or foreign citizens (Warga Negara Asing - WNA) with a KIMS / KITAS.
2. The Shield Plus product is valid for passengers within the following age limits:
   • Adults: 17-75 years
   • Children: 1-16 years
3. Travel insurance coverage is only applicable for journeys using regularly scheduled commercial flights.
4. The applicable premium value is per individual (1 passenger).
5. Coverage is only valid during the policy period as indicated in the Policy details.
6. The passenger's name on the flight ticket must match the Insured's name on the policy. Inconsistencies in passenger data may result in claim denial.
7. Schedule changes must be made at the latest H-3 from the original departure schedule. For new ticket schedules, it must be done at most H+3 from the original flight schedule.
8. Schedule changes can only be made once.
9. This coverage does not apply to flight schedule changes (rescheduling) due to passenger lateness or absence as per the applicable check-in regulations.
10. Cancellations must be made according to the cancellation terms applicable to Citilink (flight tickets must not be in a forfeited status). This coverage does not apply to cancellations due to passenger lateness or absence as per the applicable check-in regulations.
11. Cancellations of travel must be done at the latest H-3 from the original departure schedule unless one of the following events occurs:
    • Death, severe injury, severe illness, or mandatory quarantine experienced by the Insured or the Insured's relatives or travel companions within 30 consecutive days before the travel departure date.
    • Unexpected strikes, civil disturbances, or riots beyond the control of the Insured at the planned destination within 30 consecutive days immediately preceding the travel departure date.
    • Severe damage to the Insured's primary residence due to fire, flood, or similar natural disasters (typhoon, earthquake, etc.) within 7 consecutive days before the departure date, necessitating the Insured's presence at the primary residence on the departure date.
12. Benefits of schedule changes do not apply during blackout dates.
13. Passengers who purchase the Shield Plus travel insurance product and have received the policy cannot request a refund for any reason, whether voluntary or involuntary.
14. The benefits provided by the Shield Plus product are as follows:

     

    1. Flight Missed Connection : Flight Missed Connection provides compensation for the cost of purchasing a new economy class flight ticket or the fare difference charged by the airline for rescheduling an economy class flight ticket, in case the Insured misses a connecting flight due to the delay of a previous flight. The new flight schedule must be with the same airline and route. The maximum compensation limit for this benefit is Rp12,500,000.

        

    2. Reschedule : Reschedule provides compensation based on the fare difference charged by the airline for rescheduling a flight ticket. The new flight schedule must be within H+3 of the original flight schedule. The new flight class must be the same as the class of the originally purchased flight ticket. Rescheduling must be done at the latest H-3 before the original departure schedule. This benefit does not apply to rescheduling due to passenger lateness or absence as per the applicable check-in regulations. The maximum compensation limit for this benefit is Rp12,500,000.

        

    3. Re-route : Re-route provides compensation for additional transportation costs based on the prevailing public transportation fare that the Insured must pay to reach the original flight destination before re-routing is necessary. Re-routing is allowed in cases where the destination airport, for various reasons, does not allow the aircraft to land, or there is a technical issue with the flight and landing is redirected to the nearest airport. The maximum compensation limit for this benefit is Rp12,500,000.

        

    4. Cancellation : Cancellation provides compensation for the fare difference not refunded by the airline for flight ticket cancellations by the passenger due to reasons covered by the policy, including natural disasters. Cancellations must be made according to the cancellation terms applicable to Citilink (flight tickets must not be in a forfeited status). This benefit does not apply to cancellations due to passenger lateness or absence as per the applicable check-in regulations. The maximum compensation limit for this benefit is Rp12,500,000. 

• Shield Plus Claim Process

The claims process uses a reimbursement scheme. Passengers can make a claim as follows:

1. Report the claim through the Ezypolis customer service number at =62 811-125-555-88.
2. Complete the necessary claim support documents.
3. Verify the documents.
4. Initiate the claim process.

Payment processing (payment is made on H+3 after the complete documentation).

Terms & Conditions

Shield Baggage Insurance is an insurance policy that provides coverage for the loss or damage of baggage, baggage delay, and travel document loss.

1. Baggage delay is considered valid when it exceeds a minimum of 4 hours from the scheduled arrival time of the flight (Standard Time Arrival) at the destination city.
   
2. The coverage for Shield Baggage Insurance is as follows :

3. 

4. Coverage for baggage loss or damage is determined by the premium in kilograms purchased by the passenger.
   
5. Baggage is considered lost if it surpasses 14 calendar days from the date and time (Standard Time Arrival) of the passenger's arrival at the destination airport.
   
6. Passengers experiencing lost or damaged baggage must report it to the Lost & Found department at the destination airport.
   
7. Neither the airline nor the insurance provider is responsible for claims related to baggage loss or damage if the passenger leaves the airport without reporting it first.
   
8. Passengers who purchase Shield Baggage Insurance products and have received the insurance policy cannot request a refund for any reason, whether voluntary or involuntary.
   
9. For more detailed information regarding coverage, please refer to the policy details that have been sent via email to the passenger at the time of purchase.

• How to Make a Shield Baggage Claim

1. Report a claim through the Ezypolis customer service hotline at +62 811- 125-555-88.
2. Complete the necessary claim documents.
3. Verify the documents.
4. Initiate the claim process.
5. Payment process (payment is processed 3 days after the complete submission of documents).

Terms & Conditions

Protect Plus Insurance is travel insurance related to conditions associated with Covid-19, including ticket cost reimbursement, Covid-19 testing expenses for ticket rescheduling, and administrative fees for ticket rescheduling.

1. The guarantees provided to passengers in the Protect Plus Insurance product are as follows :
   
2. This insurance is valid for one (1) claim during the policy coverage period.
3. For passengers who purchase the Protect Plus Insurance product and have already received the insurance policy, no refunds can be issued for any reason, whether voluntary or involuntary.
4. For more detailed information regarding coverage, please refer to the policy details sent via email to passengers at the time of purchase.

• How to Make a Protect Plus Claim

The claim process follows a reimbursement scheme, where passengers can make a claim as follows:

1. Report a claim through the Ezypolis customer service hotline at +62 811-125-555-88.
2. Complete the necessary claim documents.
3. Verify the documents.
4. Initiate the claim process.
5. Payment process (payment is processed 3 days after the submission of complete documents).