GoSend

GoSend Insurance

GoSend will guarantee that the package you send arrives at your destination in perfect condition. In collaboration with PasarPolis, GoSend provides insurance on every package sent to all customers.

Type of insurance and coverage value

Order via Gojek app:

  • Standard package protection: Every time you use GoSend service, you are automatically protected and get maximum insurance coverage up to Rp1.000.000 without additional costs.
  • Extra package protection: By choosing Extra protection, you can get a maximum insurance coverage up to Rp10.000.000.

If you use Gojek app version 4.38 above, you can choose the type of insurance and coverage value:

  • Standard package protection: Every time you use GoSend service, you are automatically protected and get maximum insurance coverage up to Rp1.000.000 without additional costs.
  • Silver package protection: By choosing Silver protection, you can get maximum insurance coverage up to Rp5.000.000.
  • Gold package protection: By choosing Gold protection, you can get maximum insurance coverage up to Rp10.000.000.
  • Platinum package protection: By choosing Platinum protection, you can get maximum insurance coverage up to Rp25.000.000.

Here’s how to choose the new type of insurance:

  • Click Select on the delivery details page

  • Select extra protection that you want > click Select protection

Make sure you use the latest Gojek app to choose the new type of insurance.


Order via e-commerce:
Each time you use GoSend service on the e-commerce partner platform, you are automatically get a maximum insurance coverage up to Rp10.000.000 without additional costs. 


Terms of how to claim

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

Exclusion of insurance claims (Types of goods that are not covered by insurance)
You can click here for further information. 

Claim submission limit

Order via Gojek app:
The maximum limit for submitting an insurance claim is 3 (three) days since the item is lost or damaged.

Order via e-commerce:
The maximum limit for submitting an insurance claim is 7 (seven) days from the time the item is lost or damaged after delivery is completed.

The claim requirement document must be completed by the party who filed the claim at the latest 30 (thirty) days from the time of the incident.

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

How to claim insurance

Order via Gojek app:
To process claims for damaged or lost items, customers can make a report by contacting 

  • Visit Help on the GoSend order that has a problem, or on the 'My Account' page in the Gojek app 
  • Feedback/rating column when order is completed. 

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


Order via Gojek app: 

  • Photo of national identity card (KTP); 
  • Chronological validation 
  • Order number [Gojek order number] 
  • Claim nominal 

Order via e-commerce: 

  • Purchase invoice on e-commerce  

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 the claim is due to an accident during the delivery); or 
  • Photograph of an 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 
  • Insurance provider at any time may request other supporting documents relevant to the loss or damage of goods if needed for further inspection. 

Order via e-commerce:
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 will be received within 14 working days after the document is declared.

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