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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 by providing insurance for every item when using GoSend. 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:

- GoSend Insurance:

Every time you use GoSend service, users automatically get a maximum insurance coverage up to Rp 1,000,000 without additional costs.

- Premium Insurance:

By issuing a premium cost Rp 500 for every 1 (one) use of GoSend service, users can get a maximum insurance coverage up to Rp10.000.000

Ordering via e-commerce partner platform:

Each time using GoSend service as a shipping courier on the e-commerce partner platform, users automatically get a maximum insurance coverage up to Rp 10,000,000

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 item is lost or damaged after delivery is complete

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

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 that have been made by each e-commerce where you shop.

Claim Process Time

Submitting a claim will be reviewed in advance by the insurance provider after the document is declared complete. [We and / or the insurance provider will inform the insurance user via email if the document is declared complete and ready to be processed, or if the document is declared incomplete]

The amount of coverage user will receive within the time since the document is declared complete are 14 working days

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 package, user need to 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


Rp 5.000.000

Food, Beverage & Tobacco

Rp 300.000


Rp 200.000


Rp 200.000

Health & Beauty

Rp 200.000

Home & Garden

Rp 200.000

Luggage & Bags

Rp 200.000


Rp 200.000


Rp 200.000

Office Supplies

Rp 200.000

Religious & Ceremonial

Rp 200.000


Rp 200.000

Sporting Goods

Rp 200.000

Toys & Games

Rp 200.000

Vehicles & Parts

Rp 1.000.000


Rp 200.000


Types Of Goods That Cannot Be Insured

A. 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;

B. 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).

C.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.

D. Goods that exceed the vehicle’s carrying capacity

E. 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