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GoSend Insurance

GoSend Insurance
GoSend · 5 Dec 2019

Hi Gojekers,

We always want to provide the best experience for all Gojek users in terms of comfort, safety and protection when using GoSend services.

We made a collaboration with Pasarpolis so that each user gets insurance protection for items delivered using GoSend Service. Each user can determine the type of insurance to be used according to personal needs.

To find out more, here is information about GoSend insurance:

Type of Insurance and Coverage Value

For any risk of lost and / or damaged goods upon delivery in the GoSend service, users will get insurance coverage benefits as determined below:

Ordering via Gojek app:

- Standard protection:

Without paying any risk management fee, for every 1 (one) time using GoSend Service, the user automatically gets insurance protection, with coverage value up to a maximum of Rp 1,000,000 (one million Rupiah). 

- Extra protection:

By paying a risk management fee of Rp 500 (five hundred Rupiah) for every 1 (one) time using GoSend Service, the user will also get additional insurance protection, with coverage value up to a maximum of Rp 10,000,000 (ten million Rupiah).

Ordering via e-commerce partner platform:

Without paying any risk management fee, each time using GoSend service as a shipping courier on the e-commerce partner platform, the user automatically gets insurance protection with coverage value up to a maximum of Rp 10,000,000 (ten million Rupiah).

Provision on Insurance Premium and Risk Management Fee:

We will bear all insurance premium costs for the insurance coverage in the GoSend Service. We will charge a risk management fee to you for the extra protection for improving our own facility in order to increase the quality of GoSend Service and to provide convenience for customers in handling customer’s complaint.

Claim Submission Limits

Ordering via Gojek app:

The maximum limit for submitting insurance claim is 3 days since the item is lost or damaged

Ordering via e-commerce platforms:

The maximum limit for submitting insurance claim is 7 days from the time the order of GoSend service was made.

If user does not submit a claim within the period as described above. We and / or the insurance provider cannot process further such claim.

How to Claim Insurance

Ordering via Gojek app:

To process claims for damaged or lost items, users can make a report by contacting

  • Gojek Call Center: (021) 50849000
  • Click 'need help' on the Gojek application and follow the instructions in accordance with the constraint experienced 
  • Feedback / rating column when order is complete

When submitting a claim, user must provide information about the damage or loss of goods and prepare all the documents needed as mentioned below:

  • photo of national identity card (KTP);
  • chronological validation;
  • order number [Gojek];
  • claim nominal (TBD); and
  • purchase invoice on e-commerce platform ..

Insurance provider at any time may request other supporting documents relevant to the loss or damage of goods if needed for further inspection.

Ordering through e-commerce platforms:

To process claims for damaged or lost items, users can contact and reconfirm according to the terms and conditions of each e-commerce where you shop.

Claim Process Time

Submission of a claim will be reviewed in advance by the insurance provider after the documents are declared complete. We and / or the insurance provider will inform the user via email if the documents are declared complete and ready to be processed, or if the documents are declared incomplete.

The amount of coverage will be received by the user within 14 business days since the documents are declared complete.

Type of Goods That Can Be Insured

  • Broken and/or missing goods that are qualified/suitable with GoSend’s terms & conditions will be covered in accordance with the insurance package that a user chose.
  • In order to claim for insurance, user must write down the details of the package on the package name section (e.g. Samsung S10, Black, 128GB).
  • If user fails to put details on package name section, GoSend and / or insurance providers will use the provisions below to calculate the value of the coverage limit for the goods

Type of Goods

Coverage (up to)/Item

Animals & Pet Supplies

Rp 200.000

Apparel & Accessories

Rp 300.000

Arts & Entertainment

Rp 200,000

Baby & Toddler

Rp 200.000

Business & Industrial

Rp 200.000

Cameras & Optics

Rp 5.000.000

Electronics

Rp 5.000.000

Food, Beverage & Tobacco

Rp 300.000

Furniture

Rp 200.000

Hardware

Rp 200.000

Health & Beauty

Rp 200.000

Home & Garden

Rp 200.000

Luggage & Bags

Rp 200.000

Mature

Rp 200.000

Media

Rp 200.000

Office Supplies

Rp 200.000

Religious & Ceremonial

Rp 200.000

Software

Rp 200.000

Sporting Goods

Rp 200.000

Toys & Games

Rp 200.000

Vehicles & Parts

Rp 1.000.000

Others

Rp 200.000

Types Of Goods That Cannot Be Insured

  1. Restricted Goods, including but not limited to:
    • Money (cash, coins, foreign currency);
    • Narcotics, marijuana, morphine, and other products that cause addiction;
    • Pornography in any form;
    • Delivery that requires a longer duration than the required transit time;
    • Living animals and plants;
    • Easily damaged groceries and beverages that require refrigeration or a controlled environment;
    • Explosives, firearms, weapons, and parts thereof;
    • Gambling device and lottery ticket;
    • Government-controlled goods;
    • Goods resulting from crime, for example stolen goods and so on; and/or
    • Other goods which are prohibited by applicable laws and regulations;
  2. Extraordinary Goods, including but not limited to:
    • Artworks, including works made or done using creative skills, sense or talents for sale, exhibited or collected, including, but not limited to items (and parts thereof) such as paintings, drawings, vases, rugs;
    • Films, photographic images, including negative photography, chromes photography, photography slides;
    • Commodities that are naturally very vulnerable to damage, or highly variable market values, or difficult to ascertain;
    • Antiques, commodities that show the style or fashion of a past era whose history, age or scarcity contributes to its value. These items include but are not limited to, furniture, tableware, glasses, and collectibles such as coins, stamps;
    • Glassware in the form of jewelry, including costume jewelry, watches and parts thereof, gemstones or stones (noble or semiprecious) industrial diamonds and jewelry made of precious metal;
    • Animal hair, including but not limited to fur clothing, clothing with trimming and furry skin;
    • Precious Metals, including but not limited to gold and silver bars or powder, deposits or platinum (except as an integral part of electronic machinery)
    • Stamps, excise on liquor, stamp duty; and/or
    • Gold Coins (must be packaged with coin headers or Safe-T Mailers and must be kept from touching one another or wrapped in layered material).
  3. Valuable Documents, including but not limited to:
    • Land Ownership Certificate and/or Right of Land Ownership Certificate (SHM) and Building Exploitation Permit (HGB);
    • Proof of Motor Vehicle Ownership (BPKB), Graduation Certificate, Passport; and/or
    • Other Bank Deposit Bond Certificates defined by us as Valuable Documents.
  4. Goods that exceed the vehicle’s carrying capacity
  5. Goods that have value more than of ID 10,000,000 (ten million Rupiah)

Required documents:

  • Photo of National Identity Card (KTP); and
  • Validation of chronological of event from Gojek call center

Broken goods:

  • Photograph of evidence of ownership over goods (such as receipt of payment over goods); or
  • Photograph of damaged goods (photograph of the entire good and part that is damaged); or
  • Photograph of police statement letter (if claim is due to an accident during the delivery); or
  • Photograph of invoice for reparation of good (if such good has already been repaired); or
  • Destroyed goods (if required by Insurance Company).

Missing goods:

  • Photograph of evidence of ownership over goods (such as receipt of payment over goods); or
  • Photograph of police statement letter