GOJEK

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Driver Help

Service
Account
Fares and vouchers
Incentives
Payments
Pick-up and drop-off
Support
Accident and safety
In-Vehicle Recording Devices (IVRDs)
Gojek community guidelines
Driver-partner guidelines
GoalBetter: Fuel rebates
GoalBetter: Earnings protection
GoalBetter: Healthcare

What is GoCar?

GoCar is a service that matches riders with the nearest available private-hire vehicle. All the vehicles and driver-partners on our platform are commercially licenced.

Does GoCar currently offer trips for families with children?

Not currently – we’re working on it!


If you’ve received an order request from a customer with a child below 1.35m in height, you may choose to cancel it by choosing I do not have a car seat for children. Otherwise, you may request for system cancellation so that your performance will not be affected!


Please feel free to take the order request if you have your own car seat or if the customer indicates that they have their own.

Does GoCar have a service for pets?

We currently do not have a separate option for customers traveling with pets, but they are encouraged to let you know via in-app chat. If you aren’t comfortable with this, feel free to cancel and we’ll match you with the next nearest rider.


You may choose to request for a system cancellation so that your performance remains unaffected.

Can customers make a multi-destination booking with Gojek?

Good news! As of 20 July 2020, customers may make up to 3 stops for every trip with Gojek. Fares will be adjusted based on distance – not to worry, you will be compensated for these trips accordingly.

What is Autobid?

Autobid is a function that automatically accepts all incoming orders for you! Note that while Autobid is turned on, you will not be able to see the fare and destination on incoming trip requests.

How do ratings work?

Ratings and feedback are helpful in maintaining enjoyable, safe rides for all involved. Each customer can rate their driver and provide feedback after a completed order.


Your rating is based on an average of the number of post-order stars customers have given you (1 to 5 stars) from your last 150 rated orders, or from the total number of rated orders you've taken if less than 150.

I only have an iOS phone. Can I still drive with Gojek?

Absolutely. All you need to do is get an Android phone – let us know and we'll cover your costs for you.

What are the requirements to join as a driver-partner on Gojek?

How do I get started?

Sign up for a Gojek Driver-partner account here.


Download the GoPartner app and upload your documents for review


You're ready to drive!

  1. We'll send an SMS notification upon account activation.
  2. Go online and take your first order!

What documents will I need to upload?

Please prepare all the documents here to get your account activated:

  • NRIC (front and back)
  • Driver's licence (front and back)
  • Valid PDVL/TDVL (front and back)
  • LTA vehicle log card
  • Commercial insurance
  • Rental agreement (optional)
  • Vehicle image
  • Private hire car decal image
  • Bank statement


For more details, click here.

Can I share my Gojek account with others?

No, each Gojek driver-partner must have their own account.

How do I update or add a new vehicle?

To update your vehicle details, log on to in-app help, tap on your profile picture, click on Settings > Edit vehicle > Edit vehicle > Add vehicle.

Make sure to have these documents and information ready:

  • Vehicle log card
  • Image of vehicle
  • Image of car decal
  • Commercial insurance


For more information, click here.

How do I update my contact details?

Email us at drivercare.sg@go-jek.com for any changes in contact details, profile image, and name.

Can I drive with other ride-sharing apps even when I am registered with Gojek?

Yes! You are free to drive with other apps. With our achievable incentive targets, you get to choose however much you want to drive and earn.

How much can I earn on GoCar orders?

Base fare: S$3.40

Per KM: S$0.55–$0.80


This range of fares allows us to better account for various factors like trip distances, time of day, and location. In addition, these fares are subject to dynamic pricing, thereby ensuring your earnings remain attractive.

What is dynamic pricing?

Dynamic pricing happens when demand for rides exceeds the number of vehicles available on the road – a multiplier is then added to the normal fares. For example, a trip during morning rush hours towards the CBD could cost 2x the amount at other hours.


This ensures that rides are available for customers whenever and wherever they need it, and you get compensated for trips that require more effort to complete!

What is the Gojek service fee?

Gojek charges a 20% service fee on all GoCar orders.

Are ERP charges included in the fares?

No, they are not. At the end of the order, enter the correct ERP charges incurred into the app before swiping the "End trip" button on your app.

Do I get incentives when I drive with Gojek?

Yes! Please refer to the Performance tab on your Gojek app to view the incentives for the day. Incentive promotions are subjected to changes and may differ from driver-partner to driver-partner.

What are Gojek’s incentives?

Gojek has different incentive schemes, including Points and GoGetter flash incentives! For the most updated information, click here.

What is performance?

Similar to the acceptance and cancellation rate requirements, the performance serves as a quality checkpoint and requirement to your incentives. The performance is:


Total trips completed

Total trips received - total customer-cancelled trips


To track this, go to the Performance tab on your GoPartner app. You will not be penalised for any trips voluntarily cancelled by the customer

Where do I check my incentives?

You can find your incentives under the Performance tab in your GoPartner app.

When will I get my incentives?

Points will be immediately converted into cash in your Earnings Wallet.

[Points] What are peak and off-peak hours?

Peak- and off-peak hours reward you with different points. Check your app or click here for more updates!

[Points] Will my points expire?

The point system is a daily incentive. It will reset daily at 1AM, along with your performance.

[Points] How many points do I need to earn?

The points and payout tiers are subject to change – check them on your app daily!

[Points] How do I track my points?

You can see how many points you’ve gotten under the Performance tab.

[Points] How will my points be counted?

The amount of points you receive for a certain trip will be based on the time of booking, not the time in which you accept the trip.

How and when will I get my earnings?

Your earnings will be immediately credited into the Earnings Wallet after you complete an order.


You can withdraw your earnings into your bank account at any time, with no limit on how many times you wish to withdraw – note that the minimum withdrawal per transaction is $50.

Can I use my Earnings Wallet to make transactions?

Currently, no. Your Earnings Wallet can only be used for withdrawals.

When will I receive my earnings in my bank account after withdrawal?

It may take up to a few minutes for the funds to reach your bank account after you make a withdrawal.

How do I update my banking details?

Please visit gjk.sg/updatedoc and with the following details prepared:

  • Bank name
  • Bank account holder name
  • Bank account number
  • Image of bank book or a copy of your banking statement

Can I pick my customers up anywhere?

No – please be aware of prohibited pickup zones like taxi stands and bus stops.

Where can I pick my customers up or drop them off in the airport?

Avoid any pickups in taxi holding areas or stands – pick your customers up at these arrival doors instead:

  1. Terminal 1/Jewel: Jewel drop-off doors 7–8 (Level 2)
  2. Terminal 2: Coach bays 7–12
  3. Terminal 3: Doors 1, 2, 3 


You may drop off customers at the departure halls, as per usual. And don’t forget: waiting is not allowed.

Are there charges for entering Sentosa?

Admission to Sentosa is chargeable when you have a customer on board. These charges vary according to time – click here for the most updated information. You may wish to pay in cash or with your cash card at any of the gantry lanes. Don't forget to key in this charge at the end of your trip!


You will not be charged for admission to Sentosa when you’re entering to pick a customer up. All you need to do is enter via the manual lanes (1-3 from the left) and show your Driver-partner app, along with trip details like date and pick-up address.


Customers with a valid Islander Membership may also enter Sentosa free of charge.

Where can I get help?

Please visit GoHub, our new in-person support centre at 38 Sin Ming Lane, Mon–Fri: 10AM–6PM. GoHub is closed on Saturdays until further notice.


Click here to register for Gojek.


If you already have an active account, you can also write in for in-app support.

What do I do when a customer has left something in my car?

Upon the end of every trip, customers will have a 12-hour time window to contact you with a masked number. You will then be able to reach out directly to the customer via this number to arrange a convenient time and place for return of items. If you haven’t heard from your customer by then, you may return the lost item(s) to GoHub.

I was in an accident and there are injured parties.

  1. Call the police (999) immediately 
  2. Collect details of all parties involved in the accident, including contact numbers, vehicle numbers; and pictures of the accident (especially damage to vehicles)
  3. Seek medical attention if you feel unwell
  4. Call your rental/insurance company if you require further advice on the accident
  5. Report the accident to your insurance company within 24 hours
  6. Report the accident to Gojek via in-app help, and a member of our team will be in touch with you

I was in an accident but no one was injured.

  1. Move the vehicle(s) to a safe area 
  2. Collect details of all parties involved in the accident, including contact numbers, vehicle numbers; and pictures of the accident (especially damage to vehicles)
  3. Call your rental/insurance company if you require further advice on the accident
  4. Report the accident to your insurance company within 24 hours
  5. Report the accident to Gojek via in-app help, and a member of our team will be in touch with you

How do I apply for an In-Vehicle Recording Device (IVRD)?

Step 1: Get approval from LTA

Interested driver-partners who wish to apply to install the in-vehicle recording device are encouraged to email LTA at: LTA_TVLS_PHC@lta.gov.sg


Step 2: Contact an LTA-authorized installation center

Upon approval, contact an LTA-authorized installation center, and make an appointment to get your IVRD installed in your vehicle. Note that installations can only be carried out at LTA-authorized installation centers, and only upon approval by LTA.


Step 3: Let Gojek know

Submit your vehicle details along with a copy of your approval letter from LTA here. Once we have verified this information, you will receive a confirmation SMS. In the meantime, please make sure that your IVRD is not yet in use.


We will then inform your passengers of the IVRD in your vehicle via automated messaging before every pick-up.

What happens if I already have an existing IVRD (installed prior to 15 July 2019)?

If you have an outward-facing IVRD, you will have to disable the audio-recording function in order to follow LTA’s regulations.


If you currently have any unauthorized inward-facing IVRDs, you will need to remove them, then apply for an authorized IVRD.


Note that you will not be able to use any other device (e.g. mobile phones, digital cameras) to record inward-facing audio or video footage.

What are the LTA-approved centers for installing IVRD?

Company

Address*

Contact 

Operating hours

i Vision Pte Ltd

No. 3 Pemimpin Drive

#04-02, Lip Hing Industrial Building

S(576147)

6258 9980

Mon–Fri: 9AM–6PM

Sat: 9AM–1PM

Solo Pte Ltd

24 Boon Lay Way

#01-70, Tradehub 21

S(609969)

6515 8803


Email: IVRD@solo.com.sg

Mon–Sat: 9AM to 6PM

SSTA Technology Development Pte Ltd

63 Hillview Avenue

#10-23 Lam Soon Industrial Building

S(669569)

6219 9883

Mon–Fri: 9AM–6PM

Sat: 9AM–1PM

*Please contact the respective companies for their installation addresses. Above addresses are their current office address.

What if my customer doesn’t want to be recorded?

We’ll let your customers know via automated messaging the minute you are matched. If they are uncomfortable with this, they will be able to cancel before pick-up.

I have already informed Gojek regarding my IVRD, but I have not received any confirmation SMS.

Gojek will process applications every Monday and Thursday by 8PM, in which we will update our systems to ensure that your customers are notified of the IVRD in your vehicle.


Because of LTA regulations, you will not be able to accept new bookings until Gojek sends you a confirmation SMS. Your driver account and/or certain functions may be temporarily suspended in the meantime – please stay patient!

How long are the recordings stored?

IVRD recordings are kept for a maximum of seven days in order to reduce the risk of misuse of the recordings.

How can I request for the IVRD recording in case of disputes with my customers?

Both drivers and customers are encouraged to lodge a report to us as soon as possible, as well as to relevant authorities: Singapore Police Force (SPF) and/or Land Transport Authority (LTA). Only these authorities are allowed access to these recordings.


If required for investigation, Gojek may also request for these recordings.

Gojek community guidelines

At Gojek, we’re dedicated to creating an enjoyable and safe environment for everyone on our platform – and we can’t do this without your help! These community guidelines serve as a standard for how users – both customers and driver-partners – within the Gojek community can ensure a pleasant experience for everyone sharing a ride on the roads.


We want to:

Respect each other

As a general rule, treat each other the same way you’d like to be treated. That means being on time for your trips, keeping your spaces clean, cleaning up after yourself, and embracing differences – Gojek users come from all backgrounds!


Stay safe

Safety is of the utmost importance in Gojek, which means users must follow road laws at all times. Don’t go faster than the speed limit or ask drivers to do so, and make sure that all distractions are minimised when the vehicle is on the move. Don't forget to keep pickups and drop-offs in areas that are permitted.


Be honest

Gojek follows a 1- to 5-star rating approach, with 5 being the best. Both customers and drivers are invited to send their ratings and feedback after every order. We’d love for everyone to be honest with how they feel – this helps us improve our services for the entire Gojek community!


How users can lose access

Users can lose access to their Gojek accounts if they don’t follow these community guidelines. Actions that can be deemed as harassment – such as unwanted physical contact and making improper remarks – as well as discrimination of any kind go against Gojek’s mission to spread positive social impact through technology.

Driver-partner guidelines

Quality 

Customers on Gojek expect safe and comfortable rides with courteous and professional drivers. Beyond the basic levels of courtesy and professionalism, the higher the quality of service, the more customers will use Gojek – which means more earnings for you!


Here's how we define quality:

  1. Ratings

    After the end of every order, your customers will be invited to rate and give feedback, on a scale of 1 to 5 stars (with 5 being the best).


    The rating on your app is the average number of stars you have received in the last 150 rated orders over 2 months, or from the total number of orders you've taken if less than that.


    To maintain quality rides on Gojek, driver-partners are required to maintain a minimum average rating to continue using the platform. If your rating is approaching this limit, you will be notified. If the rating continues to be below the minimum after multiple notifications, your account may be suspended. Your account may be reactivated again after you’ve taken significant steps to improve your rating.


  2. Performance

    Similar to acceptance and cancellation rate requirements, the performance serves as a quality checkpoint and requirement for your incentives. As an app that keeps the city going, we rely on high acceptance rates. Cancelling too many times or cherry-picking your orders may result in temporary account suspension – be sure to go online only when you’re ready to accept orders.


  3. Fraud

    Accounts associated with fraudulent activity or misuse of the Gojek app may be deactivated. These activities include creating fake orders and customer accounts, accepting and completing orders in unreasonable timings or speed, and allowing someone else to use your account.


    Note that after access to your account has been blocked, Gojek may also withhold the balance in your Earnings Wallet, including any incentive payments, if it is believed that the transactions made are fraudulent, illegal, or criminal.


Data privacy

Gojek takes the privacy of users on our platform very seriously, and you are expected to do the same. Please comply with your obligations under the Personal Data Protection Act (PDPA) and any Land Transport Authority (LTA) requirements concerning customer data you'll receive while driving with us.


  • Your customer's data

    We will share certain personal data about your customer with you for the purposes of picking them up or dropping them off – this refers to data (whether true or not) about an individual who can be identified from said data (either by itself or when combined with any other information that you have or are likely to have access). This includes videos, images, names, mobile number(s), as well as pickup or drop-off locations of customers.


    Please do not retain, use, or share this data for any other purposes, including saving or taking a screenshot of the customer’s details, contacting the customer after a completed/cancelled trip, or sharing the customer’s details on social media or other messaging platforms.


    Please do not collect or share any other personal data of your customers – this includes photos and videos taken without their consent.


  • Social media

    Please refrain from sharing customer details on social media (e.g., Facebook) or other messaging platforms (e.g., WhatsApp or Telegram). Such details include pickup and drop-off locations, any photos or videos, or any other information that could identify the customer. Accounts associated with such activities may be suspended/deactivated, and/or asked to remove such content.


  • In-vehicle recordings

    We do not require you to install or use any inward-facing audio and/or video recording devices in your vehicle. If you wish to do so, you must do this in accordance with the PDPA and the LTA's requirements. More information on LTA's requirements for the installation and use of such devices is available here.


    Please refrain from posting any in-vehicle footage on social media or other messaging platforms. If you’re sharing your vehicle with others, ensure that they do not have access to your in-vehicle footage.


    Note that failure to comply with the PDPA and/or LTA's requirements may result in fines and/or demerit points, which may lead to the revocation of your vocational licence.


    If you have any concerns or issues with a particular trip or customer, please reach out to our support team at support.sg@go-jek.com or via in-app help.

Is the 21% fuel discount an upfront discount?

Yes – you will immediately receive 21% off your petrol with your Gojek’s Esso Fuel Card when you use it at Esso stations islandwide.

How about the additional fuel rebates from Gojek?

Additional fuel rebates from Gojek will be accumulated weekly, then processed monthly. This will be processed from the 7th day of the following month.

How do I qualify for additional rebates from DBS?

Spend a minimum of $180 nett per week and charge it to your DBS/POSB debit card. You’ll get a cash rebate of $7.50 – which means a total of $30 in a month.

What DBS/POSB debit cards can I use to enjoy the cash rebates?

You can use any DBS/POSB debit card, except for the DBS UnionPay Debit Card. If you do not have any of the above cards, please apply via DBS/POSB iBanking.

Can I use any DBS/POSB card (e.g. credit card) for the additional cash rebate?

Only payments made via DBS/POSB Visa/Master debit cards are entitled to additional cash rebates at the moment.

When and how will I receive the DBS/POSB cash rebates?

Additional cash rebates with your DBS/POSB debit card will be credited to your wallet by the 14th day of the following month.  

How much more discounts for fuel am I entitled to?

We’ll let you know how much additional fuel rebates you’re entitled to weekly. Click here for more.

How do I sign up or get my Gojek’s Esso Fuel Card?

Eligible driver-partners for the GoalBetter program will receive their Gojek Esso Fuel card in the mail.

I already have an existing Smiles Private Hire card. Which card should I use?

Please use Gojek’s Esso Fuel Card – this is the only way you can get the DBS/POSB debit card cash rebate.

Help! I’ve lost the enclosed Gojek’s Esso Fuel Card.

Please contact Abecha Pte Ltd at 6333 1188 or drop an email to custcare_bc@abecha.com for a replacement card.


More FAQs

What do I get as a Pro/Elite tier member?

Pro and Elite GoalBetter members get fully-covered premiums that let you cash out on medical leave of up to 21 days and hospitalisation leave of up to 84 days. You can enjoy this coverage within the Program Period.

How much will I get in coverage?

Pro and Elite GoalBetter members can enjoy $80/day payouts.

How do I make a claim?

Simply go to the Claims section on the Gigacover app, answer 5 short questions, and then submit photos of your ID card, MCs, medical bills, and medical reports (if any). It’s that simple!


P.S.: you’ll receive an email with instructions on how to download and login to the Gigacover app before your policy starts.

When can I make a claim?

As soon as possible  – ideally no later than 7 days from when you’ve received your MC. MCs issued from the 1st day your policy starts are admissible, as long as it’s not for an accident or illness that had occurred before the start of the policy.

Can I submit multiple MCs?

Yes, you can! Consecutive MCs from the same hospital, polyclinic or general practitioner can be submitted sequentially and will be treated as one extended MC, as long as they are all for the same condition, and there are no days not covered in between MCs.

Can I make a claim for a medical certificate or hospitalisation incurred outside of Singapore?

FLEP requires the medical practitioner and/or hospital issuing your MCs to be recognised and authorised by the medical licensing authority in Singapore – if you’re submitting documents issued by foreign medical institutions and practitioners, make sure they’re recognised by the medical licensing authority in Singapore.

How long does it take for me to receive the payout?

Most approved claims get paid out within 2 weeks of submission.

How will I be paid?

Gigacover will automatically attempt to complete an approved payout via PayNow. If you do not have a bank account tied to PayNow, Gigacover will contact you to collect your bank details to complete a bank transfer.

Can I use MCs issued by doctors on the Doctor Anywhere platform for claims with Gigacover?

If (a) you have Gigacover earnings protection insurance under the GoalBetter program, and (b) your MCs cover more than 5 days back-to-back, you may be eligible to claim for a payout. Submit your claims via the Gigacover app.

Can I claim the payouts for illnesses I already have?

No – payouts are not applicable for pre-existing illnesses.

Who is the insurer for Gigacover’s Freelancer Earnings Protection (FLEP)?

The insurer for this product is Etiqa Insurance Pte Ltd, a fully regulated and authorised insurer, regulated by the Monetary Authority of Singapore (MAS). Etiqa Insurance is part of Maybank Group.

How do I get help?

Gigacover support email: hey@gigacover.com

When can I use Doctor Anywhere?

Doctor Anywhere’s video consultation services are available 24/7, on an on-demand basis, which means you can request for a video consultation anytime you need it. If no doctors are available to see you within five minutes, you can schedule an appointment for a later time.

How do I create an account with Doctor Anywhere?

Download the Doctor Anywhere app through the Google Play or App store. You don’t need to sign up on the App – simply login with your Gojek email as the username and your date of birth in (DDMMYYYY) format as the password.

What kind of conditions are suitable for video consultations?

Many common illnesses and chronic conditions can be effectively treated even via video consultation! Types of conditions approved by the relevant authorities include:


Common illnesses

  • Fever
  • Cough, sore throat or laryngitis
  • Diarrhoea/vomiting
  • Flu/cold
  • Sinusitis
  • Rash and skin conditions
  • Cold sores
  • Headache
  • Giddiness/dizziness
  • Red eye


Chronic conditions

  • Diabetes
  • Hypertension
  • Hyperlipidemia
  • Other secondary diseases which may arise from the chronic disease conditions mentioned above (E.g. ischemic disease, peripheral artery disease etc.)


For other conditions, the doctor will access your history, current symptoms, and other available documents to determine if your condition is suitable for a video consultation.

What kind of conditions are not suitable for general practitioner video consultations on Doctor Anywhere?

In general, the below symptoms are not considered appropriate for online consultations and may require medical attention at the nearest Accident & Emergency department:

  • Breathlessness
  • Acute or severe chest pain
  • Actively bleeding or deep wounds or lacerations
  • Psychosis or delusions
  • Suicidal thoughts
  • Persistent vomiting
  • Severe abdominal pain
  • Inability to control bowel movements or urination
  • Severe headache or dizziness
  • Sudden onset numbness, weakness or slurred speech
  • Fainting spells, presyncope, or syncope
  • Injuries with suspected fractures or dislocations presenting as severe pain, open wounds, deformity, severe bruising or swelling, loss of sensation and limb weakness
  • Sudden loss of vision

What do I need to have with me for the video consultation?

You’ll need to verify your name and identification/passport number – this is so your doctor can prescribe, refer, or issue a medical certificate.


Depending on your condition, you might also need medical equipment, including a thermometer, pen torch/mobile phone with torch function, blood pressure machine, glucometer, weighing scale, etc.

Can healthcare professionals on Doctor Anywhere prescribe medication?

Yes! Doctors on the platform are fully certified to prescribe medication for infections, allergies, skin conditions, injuries, and more. You can also choose to have these medications delivered to your doorstep within 3 hours.

Can the doctors on Doctor Anywhere issue medical certificates or referral letters?

Yes! Doctors on the platform are fully certified to issue medical documents as needed. These will be emailed immediately to you after consults.

Can I claim my consultation and/or medication fees from Gojek?

Driver-partners in the Green, Bronze, Silver and Gold tier will enjoy a discounted price of $13 for consultation. If you are in the Platinum tier, you are entitled to one free medical consultation per quarter.


Subscription fees are fully subsidized for all driver-partners who are part of the GoalBetter Program.

How do I pay for the consultation and medication fees?

Doctor Anywhere follows a pay-per-consult model, where you only pay for the consultation fees when you see a doctor on the platform. As part of the GoalBetter program, each consultation costs only $13. You can pay online using all major credit and debit cards, including VISA and MasterCard. You can also use the same payment method for prescribed medication.

Can I use medical certificates issued by Doctors on the Doctor Anywhere platform for claims with Gigacover?

If (a) you have Gigacover earnings protection insurance under the GoalBetter program, and (b) your MCs cover more than 5 days back-to-back, you may be eligible to claim for a payout. Submit your claim via the Gigacover app.

Will my medical records be stored somewhere?

All your medical records generated from video consulting on the app will be stored within Doctor Anywhere’s platform. Simply go to your History tab to view your medical documents, including medical certificates, receipts, and referral letters. You can also choose to email these documents to yourself by clicking on the Email icon next to that particular document.

Where do I go for support?

Email: askus@doctoranywhere.com (Preferred)

For more information on how to contact Doctor Anywhere, click here.

Is telemedicine regulated in Singapore?

Doctor Anywhere is part of the MOH Regulatory Sandbox for telemedicine providers. The telemedicine sandbox is the first initiative under MOH’s Licensing Experimentation and Adaptation Programme (LEAP), introduced to enable innovative services to be developed in a safe and controlled environment.


All practising medical doctors on Doctor Anywhere hold full registrations with the Singapore Medical Council (SMC), and all providers constantly undergo a stringent screening and vetting process by Doctor Anywhere’s qualified panel consisting of medical doctors and professionals.

How can the doctor diagnose me through a video call?

An experienced and qualified doctor can diagnose common non-urgent illnesses during a video consultation. They typically do so by assessing the patient’s history, current symptoms, and by talking with them.


For checks that do require physical touch, the doctor may ask patients to take those readings with their guidance. For example, to check for sinus tenderness, the doctor can ask the patient to press on certain areas of their face or neck for swelling. If a patient suspects a fever, he/she is advised to have a thermometer with him/her during the consultation.


If the doctor feels that your condition requires further investigation, he will advise you to go for a physical consultation within two minutes of the video consultation. When this happens, the doctor will end the consultation and you will not be charged.

What if I need emergency care?

Doctor Anywhere’s services only address non-serious healthcare issues and should not be used in the case of a healthcare emergency. In such cases, please go to the Accident & Emergency department of the nearest hospital or call 995 immediately.

How do I update my details on the app?

To update your details, enter the app and click on the ‘Profile’ tab at the bottom panel of the screen. Next, click on the ‘My info’ tab and select the item that you would like to update. Once you’ve updated it, click on the ‘Save’ button, and you’re good to go.

How do I get my medication after the consultation?

You may either choose to have your medication delivered to your doorstep or to get it directly from the clinic. Please note that medication charges are not included in the consultation fee.

How does the medication delivery service work?

After the consultation, you will receive an email with details for delivery. This email will also contain a link to your prescribed medication which you can review before purchase.


The delivery will be fulfilled by Doctor Anywhere’s in-house courier service. Please follow instructions in the email to make payment and receive your medication. You will also have to verify your identity by presenting your NRIC or passport to the courier to receive the medication.

How do I collect my medication at the clinic?

Apart from medication delivery, you can opt to collect the medication directly from the clinic After the consultation, you will receive an email with important details for collection; this email will also contain a link to your prescribed medication which you can review online before purchasing at the clinic.


Please call the clinic beforehand if you are planning to pick up your medications and remember to bring along your identity card.

How do I cancel a scheduled appointment?

You may wish to contact Doctor Anywhere’s customer support team here. If you cancel your session within 24 hours, you will not be charged.

What should I do if I miss my appointment?

If you miss your appointment, please contact Doctor Anywhere’s customer support team here.

Is my personal data safe on Doctor Anywhere’s platform?

Doctor Anywhere’s platform employs end-to-end encryption to keep your information secure. Please refer to Doctor Anywhere’sprivacy policy for more information about how they collect, use, and disclose information from and about the users of their services.

Can I send a claim from Doctor Anywhere to Gigacover?

If (a) you have Gigacover earnings protection insurance under the GoalBetter program, and (b) your MCs cover more than 5 days back-to-back, you may be eligible to claim for a payout. Submit your claim via the Gigacover app. Click here for more information.

What If I lose internet connection during my video consultation?

If you lose internet connection during your video consultation, please contact Doctor Anywhere’s customer support team here.

What kind of mobile device or computer do I need to use Doctor Anywhere?

The Doctor Anywhere is available on Android or iOS enabled mobile phones. Android users would need to have Android 4.1.2 or newer versions to install and use our app. iOS users would need to have iOS 9 or newer versions to install and use the app.

What are pre-existing medical conditions?

A pre-existing medical condition is one that you should reasonably be aware you have before purchasing your first policy. This includes if:

  • You have received or are receiving treatment; or
  • Medical advice, diagnosis, care or treatment has been recommended; or
  • Clear and distinct symptoms that are or were evident; or
  • Its existence would have been apparent to a reasonable person in the circumstances

Can I make a claim for pre-existing medical conditions?

Yes, you can make a claim for pre-existing medical conditions under Gigacover FLEP as long as you have been continuously covered under FLEP for more than 12 months. There is no difference whether your continuous cover is sponsored by Gojek, or paid for by yourself.

How do I make a claim for pre-existing medical conditions?

If you are a FLEP customer with more than 12 months of continuous coverage, you can submit your claim through the Gigacover app like you would for any other claim.

How do I know if I have had continuous coverage for 12 months?

If you have been covered continuously for 12 months, you would have received an email titled, “Congrats - you can now claim for MCs on pre-existing conditions with FLEP '' in your Gojek-registered email. You can also check your historical policies with Gigacover by checking your emails or through the Gigacover app. Alternatively, you can also email Gigacover at hey@gigacover.com for help.

Where will I receive the payouts?

Like other claims, Gigacover will automatically attempt to complete your payouts via PayNow. If you do not have a bank account tied to PayNow, Gigacover will contact you to collect your bank details.

Do I need to pay for this additional pre-existing condition coverage?

Not at all! As this is part of the upgraded Gigacover benefits under GoalBetter, you will enjoy this coverage at no additional cost.

Gold and Platinum tier GoalBetter driver-partners are already sponsored by GOJEK and will enjoy this benefit automatically.

Other tiers of GoalBetter driver-partners can purchase their FLEP cover at subsidised rates and enjoy this pre-existing condition coverage at no additional cost here.

Service

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What is GoCar?

GoCar is a service that matches riders with the nearest available private-hire vehicle. All the vehicles and driver-partners on our platform are commercially licenced.

Does GoCar currently offer trips for families with children?

Not currently – we’re working on it!


If you’ve received an order request from a customer with a child below 1.35m in height, you may choose to cancel it by choosing I do not have a car seat for children. Otherwise, you may request for system cancellation so that your performance will not be affected!


Please feel free to take the order request if you have your own car seat or if the customer indicates that they have their own.

Does GoCar have a service for pets?

We currently do not have a separate option for customers traveling with pets, but they are encouraged to let you know via in-app chat. If you aren’t comfortable with this, feel free to cancel and we’ll match you with the next nearest rider.


You may choose to request for a system cancellation so that your performance remains unaffected.

Can customers make a multi-destination booking with Gojek?

Good news! As of 20 July 2020, customers may make up to 3 stops for every trip with Gojek. Fares will be adjusted based on distance – not to worry, you will be compensated for these trips accordingly.

What is Autobid?

Autobid is a function that automatically accepts all incoming orders for you! Note that while Autobid is turned on, you will not be able to see the fare and destination on incoming trip requests.

How do ratings work?

Ratings and feedback are helpful in maintaining enjoyable, safe rides for all involved. Each customer can rate their driver and provide feedback after a completed order.


Your rating is based on an average of the number of post-order stars customers have given you (1 to 5 stars) from your last 150 rated orders, or from the total number of rated orders you've taken if less than 150.

I only have an iOS phone. Can I still drive with Gojek?

Absolutely. All you need to do is get an Android phone – let us know and we'll cover your costs for you.

Account

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What are the requirements to join as a driver-partner on Gojek?

How do I get started?

Sign up for a Gojek Driver-partner account here.


Download the GoPartner app and upload your documents for review


You're ready to drive!

  1. We'll send an SMS notification upon account activation.
  2. Go online and take your first order!

What documents will I need to upload?

Please prepare all the documents here to get your account activated:

  • NRIC (front and back)
  • Driver's licence (front and back)
  • Valid PDVL/TDVL (front and back)
  • LTA vehicle log card
  • Commercial insurance
  • Rental agreement (optional)
  • Vehicle image
  • Private hire car decal image
  • Bank statement


For more details, click here.

Can I share my Gojek account with others?

No, each Gojek driver-partner must have their own account.

How do I update or add a new vehicle?

To update your vehicle details, log on to in-app help, tap on your profile picture, click on Settings > Edit vehicle > Edit vehicle > Add vehicle.

Make sure to have these documents and information ready:

  • Vehicle log card
  • Image of vehicle
  • Image of car decal
  • Commercial insurance


For more information, click here.

How do I update my contact details?

Email us at drivercare.sg@go-jek.com for any changes in contact details, profile image, and name.

Can I drive with other ride-sharing apps even when I am registered with Gojek?

Yes! You are free to drive with other apps. With our achievable incentive targets, you get to choose however much you want to drive and earn.

Fares and vouchers

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How much can I earn on GoCar orders?

Base fare: S$3.40

Per KM: S$0.55–$0.80


This range of fares allows us to better account for various factors like trip distances, time of day, and location. In addition, these fares are subject to dynamic pricing, thereby ensuring your earnings remain attractive.

What is dynamic pricing?

Dynamic pricing happens when demand for rides exceeds the number of vehicles available on the road – a multiplier is then added to the normal fares. For example, a trip during morning rush hours towards the CBD could cost 2x the amount at other hours.


This ensures that rides are available for customers whenever and wherever they need it, and you get compensated for trips that require more effort to complete!

What is the Gojek service fee?

Gojek charges a 20% service fee on all GoCar orders.

Are ERP charges included in the fares?

No, they are not. At the end of the order, enter the correct ERP charges incurred into the app before swiping the "End trip" button on your app.

Do I get incentives when I drive with Gojek?

Yes! Please refer to the Performance tab on your Gojek app to view the incentives for the day. Incentive promotions are subjected to changes and may differ from driver-partner to driver-partner.

Incentives

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What are Gojek’s incentives?

Gojek has different incentive schemes, including Points and GoGetter flash incentives! For the most updated information, click here.

What is performance?

Similar to the acceptance and cancellation rate requirements, the performance serves as a quality checkpoint and requirement to your incentives. The performance is:


Total trips completed

Total trips received - total customer-cancelled trips


To track this, go to the Performance tab on your GoPartner app. You will not be penalised for any trips voluntarily cancelled by the customer

Where do I check my incentives?

You can find your incentives under the Performance tab in your GoPartner app.

When will I get my incentives?

Points will be immediately converted into cash in your Earnings Wallet.

[Points] What are peak and off-peak hours?

Peak- and off-peak hours reward you with different points. Check your app or click here for more updates!

[Points] Will my points expire?

The point system is a daily incentive. It will reset daily at 1AM, along with your performance.

[Points] How many points do I need to earn?

The points and payout tiers are subject to change – check them on your app daily!

[Points] How do I track my points?

You can see how many points you’ve gotten under the Performance tab.

[Points] How will my points be counted?

The amount of points you receive for a certain trip will be based on the time of booking, not the time in which you accept the trip.

Payments

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How and when will I get my earnings?

Your earnings will be immediately credited into the Earnings Wallet after you complete an order.


You can withdraw your earnings into your bank account at any time, with no limit on how many times you wish to withdraw – note that the minimum withdrawal per transaction is $50.

Can I use my Earnings Wallet to make transactions?

Currently, no. Your Earnings Wallet can only be used for withdrawals.

When will I receive my earnings in my bank account after withdrawal?

It may take up to a few minutes for the funds to reach your bank account after you make a withdrawal.

How do I update my banking details?

Please visit gjk.sg/updatedoc and with the following details prepared:

  • Bank name
  • Bank account holder name
  • Bank account number
  • Image of bank book or a copy of your banking statement

Pick-up and drop-off

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Can I pick my customers up anywhere?

No – please be aware of prohibited pickup zones like taxi stands and bus stops.

Where can I pick my customers up or drop them off in the airport?

Avoid any pickups in taxi holding areas or stands – pick your customers up at these arrival doors instead:

  1. Terminal 1/Jewel: Jewel drop-off doors 7–8 (Level 2)
  2. Terminal 2: Coach bays 7–12
  3. Terminal 3: Doors 1, 2, 3 


You may drop off customers at the departure halls, as per usual. And don’t forget: waiting is not allowed.

Are there charges for entering Sentosa?

Admission to Sentosa is chargeable when you have a customer on board. These charges vary according to time – click here for the most updated information. You may wish to pay in cash or with your cash card at any of the gantry lanes. Don't forget to key in this charge at the end of your trip!


You will not be charged for admission to Sentosa when you’re entering to pick a customer up. All you need to do is enter via the manual lanes (1-3 from the left) and show your Driver-partner app, along with trip details like date and pick-up address.


Customers with a valid Islander Membership may also enter Sentosa free of charge.

Support

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Where can I get help?

Please visit GoHub, our new in-person support centre at 38 Sin Ming Lane, Mon–Fri: 10AM–6PM. GoHub is closed on Saturdays until further notice.


Click here to register for Gojek.


If you already have an active account, you can also write in for in-app support.

What do I do when a customer has left something in my car?

Upon the end of every trip, customers will have a 12-hour time window to contact you with a masked number. You will then be able to reach out directly to the customer via this number to arrange a convenient time and place for return of items. If you haven’t heard from your customer by then, you may return the lost item(s) to GoHub.

Accident and safety

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I was in an accident and there are injured parties.

  1. Call the police (999) immediately 
  2. Collect details of all parties involved in the accident, including contact numbers, vehicle numbers; and pictures of the accident (especially damage to vehicles)
  3. Seek medical attention if you feel unwell
  4. Call your rental/insurance company if you require further advice on the accident
  5. Report the accident to your insurance company within 24 hours
  6. Report the accident to Gojek via in-app help, and a member of our team will be in touch with you

I was in an accident but no one was injured.

  1. Move the vehicle(s) to a safe area 
  2. Collect details of all parties involved in the accident, including contact numbers, vehicle numbers; and pictures of the accident (especially damage to vehicles)
  3. Call your rental/insurance company if you require further advice on the accident
  4. Report the accident to your insurance company within 24 hours
  5. Report the accident to Gojek via in-app help, and a member of our team will be in touch with you

In-Vehicle Recording Devices (IVRDs)

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How do I apply for an In-Vehicle Recording Device (IVRD)?

Step 1: Get approval from LTA

Interested driver-partners who wish to apply to install the in-vehicle recording device are encouraged to email LTA at: LTA_TVLS_PHC@lta.gov.sg


Step 2: Contact an LTA-authorized installation center

Upon approval, contact an LTA-authorized installation center, and make an appointment to get your IVRD installed in your vehicle. Note that installations can only be carried out at LTA-authorized installation centers, and only upon approval by LTA.


Step 3: Let Gojek know

Submit your vehicle details along with a copy of your approval letter from LTA here. Once we have verified this information, you will receive a confirmation SMS. In the meantime, please make sure that your IVRD is not yet in use.


We will then inform your passengers of the IVRD in your vehicle via automated messaging before every pick-up.

What happens if I already have an existing IVRD (installed prior to 15 July 2019)?

If you have an outward-facing IVRD, you will have to disable the audio-recording function in order to follow LTA’s regulations.


If you currently have any unauthorized inward-facing IVRDs, you will need to remove them, then apply for an authorized IVRD.


Note that you will not be able to use any other device (e.g. mobile phones, digital cameras) to record inward-facing audio or video footage.

What are the LTA-approved centers for installing IVRD?

Company

Address*

Contact 

Operating hours

i Vision Pte Ltd

No. 3 Pemimpin Drive

#04-02, Lip Hing Industrial Building

S(576147)

6258 9980

Mon–Fri: 9AM–6PM

Sat: 9AM–1PM

Solo Pte Ltd

24 Boon Lay Way

#01-70, Tradehub 21

S(609969)

6515 8803


Email: IVRD@solo.com.sg

Mon–Sat: 9AM to 6PM

SSTA Technology Development Pte Ltd

63 Hillview Avenue

#10-23 Lam Soon Industrial Building

S(669569)

6219 9883

Mon–Fri: 9AM–6PM

Sat: 9AM–1PM

*Please contact the respective companies for their installation addresses. Above addresses are their current office address.

What if my customer doesn’t want to be recorded?

We’ll let your customers know via automated messaging the minute you are matched. If they are uncomfortable with this, they will be able to cancel before pick-up.

I have already informed Gojek regarding my IVRD, but I have not received any confirmation SMS.

Gojek will process applications every Monday and Thursday by 8PM, in which we will update our systems to ensure that your customers are notified of the IVRD in your vehicle.


Because of LTA regulations, you will not be able to accept new bookings until Gojek sends you a confirmation SMS. Your driver account and/or certain functions may be temporarily suspended in the meantime – please stay patient!

How long are the recordings stored?

IVRD recordings are kept for a maximum of seven days in order to reduce the risk of misuse of the recordings.

How can I request for the IVRD recording in case of disputes with my customers?

Both drivers and customers are encouraged to lodge a report to us as soon as possible, as well as to relevant authorities: Singapore Police Force (SPF) and/or Land Transport Authority (LTA). Only these authorities are allowed access to these recordings.


If required for investigation, Gojek may also request for these recordings.

Gojek community guidelines

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Gojek community guidelines

At Gojek, we’re dedicated to creating an enjoyable and safe environment for everyone on our platform – and we can’t do this without your help! These community guidelines serve as a standard for how users – both customers and driver-partners – within the Gojek community can ensure a pleasant experience for everyone sharing a ride on the roads.


We want to:

Respect each other

As a general rule, treat each other the same way you’d like to be treated. That means being on time for your trips, keeping your spaces clean, cleaning up after yourself, and embracing differences – Gojek users come from all backgrounds!


Stay safe

Safety is of the utmost importance in Gojek, which means users must follow road laws at all times. Don’t go faster than the speed limit or ask drivers to do so, and make sure that all distractions are minimised when the vehicle is on the move. Don't forget to keep pickups and drop-offs in areas that are permitted.


Be honest

Gojek follows a 1- to 5-star rating approach, with 5 being the best. Both customers and drivers are invited to send their ratings and feedback after every order. We’d love for everyone to be honest with how they feel – this helps us improve our services for the entire Gojek community!


How users can lose access

Users can lose access to their Gojek accounts if they don’t follow these community guidelines. Actions that can be deemed as harassment – such as unwanted physical contact and making improper remarks – as well as discrimination of any kind go against Gojek’s mission to spread positive social impact through technology.

Driver-partner guidelines

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Driver-partner guidelines

Quality 

Customers on Gojek expect safe and comfortable rides with courteous and professional drivers. Beyond the basic levels of courtesy and professionalism, the higher the quality of service, the more customers will use Gojek – which means more earnings for you!


Here's how we define quality:

  1. Ratings

    After the end of every order, your customers will be invited to rate and give feedback, on a scale of 1 to 5 stars (with 5 being the best).


    The rating on your app is the average number of stars you have received in the last 150 rated orders over 2 months, or from the total number of orders you've taken if less than that.


    To maintain quality rides on Gojek, driver-partners are required to maintain a minimum average rating to continue using the platform. If your rating is approaching this limit, you will be notified. If the rating continues to be below the minimum after multiple notifications, your account may be suspended. Your account may be reactivated again after you’ve taken significant steps to improve your rating.


  2. Performance

    Similar to acceptance and cancellation rate requirements, the performance serves as a quality checkpoint and requirement for your incentives. As an app that keeps the city going, we rely on high acceptance rates. Cancelling too many times or cherry-picking your orders may result in temporary account suspension – be sure to go online only when you’re ready to accept orders.


  3. Fraud

    Accounts associated with fraudulent activity or misuse of the Gojek app may be deactivated. These activities include creating fake orders and customer accounts, accepting and completing orders in unreasonable timings or speed, and allowing someone else to use your account.


    Note that after access to your account has been blocked, Gojek may also withhold the balance in your Earnings Wallet, including any incentive payments, if it is believed that the transactions made are fraudulent, illegal, or criminal.


Data privacy

Gojek takes the privacy of users on our platform very seriously, and you are expected to do the same. Please comply with your obligations under the Personal Data Protection Act (PDPA) and any Land Transport Authority (LTA) requirements concerning customer data you'll receive while driving with us.


  • Your customer's data

    We will share certain personal data about your customer with you for the purposes of picking them up or dropping them off – this refers to data (whether true or not) about an individual who can be identified from said data (either by itself or when combined with any other information that you have or are likely to have access). This includes videos, images, names, mobile number(s), as well as pickup or drop-off locations of customers.


    Please do not retain, use, or share this data for any other purposes, including saving or taking a screenshot of the customer’s details, contacting the customer after a completed/cancelled trip, or sharing the customer’s details on social media or other messaging platforms.


    Please do not collect or share any other personal data of your customers – this includes photos and videos taken without their consent.


  • Social media

    Please refrain from sharing customer details on social media (e.g., Facebook) or other messaging platforms (e.g., WhatsApp or Telegram). Such details include pickup and drop-off locations, any photos or videos, or any other information that could identify the customer. Accounts associated with such activities may be suspended/deactivated, and/or asked to remove such content.


  • In-vehicle recordings

    We do not require you to install or use any inward-facing audio and/or video recording devices in your vehicle. If you wish to do so, you must do this in accordance with the PDPA and the LTA's requirements. More information on LTA's requirements for the installation and use of such devices is available here.


    Please refrain from posting any in-vehicle footage on social media or other messaging platforms. If you’re sharing your vehicle with others, ensure that they do not have access to your in-vehicle footage.


    Note that failure to comply with the PDPA and/or LTA's requirements may result in fines and/or demerit points, which may lead to the revocation of your vocational licence.


    If you have any concerns or issues with a particular trip or customer, please reach out to our support team at support.sg@go-jek.com or via in-app help.

GoalBetter: Fuel rebates

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Is the 21% fuel discount an upfront discount?

Yes – you will immediately receive 21% off your petrol with your Gojek’s Esso Fuel Card when you use it at Esso stations islandwide.

How about the additional fuel rebates from Gojek?

Additional fuel rebates from Gojek will be accumulated weekly, then processed monthly. This will be processed from the 7th day of the following month.

How do I qualify for additional rebates from DBS?

Spend a minimum of $180 nett per week and charge it to your DBS/POSB debit card. You’ll get a cash rebate of $7.50 – which means a total of $30 in a month.

What DBS/POSB debit cards can I use to enjoy the cash rebates?

You can use any DBS/POSB debit card, except for the DBS UnionPay Debit Card. If you do not have any of the above cards, please apply via DBS/POSB iBanking.

Can I use any DBS/POSB card (e.g. credit card) for the additional cash rebate?

Only payments made via DBS/POSB Visa/Master debit cards are entitled to additional cash rebates at the moment.

When and how will I receive the DBS/POSB cash rebates?

Additional cash rebates with your DBS/POSB debit card will be credited to your wallet by the 14th day of the following month.  

How much more discounts for fuel am I entitled to?

We’ll let you know how much additional fuel rebates you’re entitled to weekly. Click here for more.

How do I sign up or get my Gojek’s Esso Fuel Card?

Eligible driver-partners for the GoalBetter program will receive their Gojek Esso Fuel card in the mail.

I already have an existing Smiles Private Hire card. Which card should I use?

Please use Gojek’s Esso Fuel Card – this is the only way you can get the DBS/POSB debit card cash rebate.

Help! I’ve lost the enclosed Gojek’s Esso Fuel Card.

Please contact Abecha Pte Ltd at 6333 1188 or drop an email to custcare_bc@abecha.com for a replacement card.


More FAQs

GoalBetter: Earnings protection

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What do I get as a Pro/Elite tier member?

Pro and Elite GoalBetter members get fully-covered premiums that let you cash out on medical leave of up to 21 days and hospitalisation leave of up to 84 days. You can enjoy this coverage within the Program Period.

How much will I get in coverage?

Pro and Elite GoalBetter members can enjoy $80/day payouts.

How do I make a claim?

Simply go to the Claims section on the Gigacover app, answer 5 short questions, and then submit photos of your ID card, MCs, medical bills, and medical reports (if any). It’s that simple!


P.S.: you’ll receive an email with instructions on how to download and login to the Gigacover app before your policy starts.

When can I make a claim?

As soon as possible  – ideally no later than 7 days from when you’ve received your MC. MCs issued from the 1st day your policy starts are admissible, as long as it’s not for an accident or illness that had occurred before the start of the policy.

Can I submit multiple MCs?

Yes, you can! Consecutive MCs from the same hospital, polyclinic or general practitioner can be submitted sequentially and will be treated as one extended MC, as long as they are all for the same condition, and there are no days not covered in between MCs.

Can I make a claim for a medical certificate or hospitalisation incurred outside of Singapore?

FLEP requires the medical practitioner and/or hospital issuing your MCs to be recognised and authorised by the medical licensing authority in Singapore – if you’re submitting documents issued by foreign medical institutions and practitioners, make sure they’re recognised by the medical licensing authority in Singapore.

How long does it take for me to receive the payout?

Most approved claims get paid out within 2 weeks of submission.

How will I be paid?

Gigacover will automatically attempt to complete an approved payout via PayNow. If you do not have a bank account tied to PayNow, Gigacover will contact you to collect your bank details to complete a bank transfer.

Can I use MCs issued by doctors on the Doctor Anywhere platform for claims with Gigacover?

If (a) you have Gigacover earnings protection insurance under the GoalBetter program, and (b) your MCs cover more than 5 days back-to-back, you may be eligible to claim for a payout. Submit your claims via the Gigacover app.

Can I claim the payouts for illnesses I already have?

No – payouts are not applicable for pre-existing illnesses.

Who is the insurer for Gigacover’s Freelancer Earnings Protection (FLEP)?

The insurer for this product is Etiqa Insurance Pte Ltd, a fully regulated and authorised insurer, regulated by the Monetary Authority of Singapore (MAS). Etiqa Insurance is part of Maybank Group.

How do I get help?

Gigacover support email: hey@gigacover.com

GoalBetter: Healthcare

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When can I use Doctor Anywhere?

Doctor Anywhere’s video consultation services are available 24/7, on an on-demand basis, which means you can request for a video consultation anytime you need it. If no doctors are available to see you within five minutes, you can schedule an appointment for a later time.

How do I create an account with Doctor Anywhere?

Download the Doctor Anywhere app through the Google Play or App store. You don’t need to sign up on the App – simply login with your Gojek email as the username and your date of birth in (DDMMYYYY) format as the password.

What kind of conditions are suitable for video consultations?

Many common illnesses and chronic conditions can be effectively treated even via video consultation! Types of conditions approved by the relevant authorities include:


Common illnesses

  • Fever
  • Cough, sore throat or laryngitis
  • Diarrhoea/vomiting
  • Flu/cold
  • Sinusitis
  • Rash and skin conditions
  • Cold sores
  • Headache
  • Giddiness/dizziness
  • Red eye


Chronic conditions

  • Diabetes
  • Hypertension
  • Hyperlipidemia
  • Other secondary diseases which may arise from the chronic disease conditions mentioned above (E.g. ischemic disease, peripheral artery disease etc.)


For other conditions, the doctor will access your history, current symptoms, and other available documents to determine if your condition is suitable for a video consultation.

What kind of conditions are not suitable for general practitioner video consultations on Doctor Anywhere?

In general, the below symptoms are not considered appropriate for online consultations and may require medical attention at the nearest Accident & Emergency department:

  • Breathlessness
  • Acute or severe chest pain
  • Actively bleeding or deep wounds or lacerations
  • Psychosis or delusions
  • Suicidal thoughts
  • Persistent vomiting
  • Severe abdominal pain
  • Inability to control bowel movements or urination
  • Severe headache or dizziness
  • Sudden onset numbness, weakness or slurred speech
  • Fainting spells, presyncope, or syncope
  • Injuries with suspected fractures or dislocations presenting as severe pain, open wounds, deformity, severe bruising or swelling, loss of sensation and limb weakness
  • Sudden loss of vision

What do I need to have with me for the video consultation?

You’ll need to verify your name and identification/passport number – this is so your doctor can prescribe, refer, or issue a medical certificate.


Depending on your condition, you might also need medical equipment, including a thermometer, pen torch/mobile phone with torch function, blood pressure machine, glucometer, weighing scale, etc.

Can healthcare professionals on Doctor Anywhere prescribe medication?

Yes! Doctors on the platform are fully certified to prescribe medication for infections, allergies, skin conditions, injuries, and more. You can also choose to have these medications delivered to your doorstep within 3 hours.

Can the doctors on Doctor Anywhere issue medical certificates or referral letters?

Yes! Doctors on the platform are fully certified to issue medical documents as needed. These will be emailed immediately to you after consults.

Can I claim my consultation and/or medication fees from Gojek?

Driver-partners in the Green, Bronze, Silver and Gold tier will enjoy a discounted price of $13 for consultation. If you are in the Platinum tier, you are entitled to one free medical consultation per quarter.


Subscription fees are fully subsidized for all driver-partners who are part of the GoalBetter Program.

How do I pay for the consultation and medication fees?

Doctor Anywhere follows a pay-per-consult model, where you only pay for the consultation fees when you see a doctor on the platform. As part of the GoalBetter program, each consultation costs only $13. You can pay online using all major credit and debit cards, including VISA and MasterCard. You can also use the same payment method for prescribed medication.

Can I use medical certificates issued by Doctors on the Doctor Anywhere platform for claims with Gigacover?

If (a) you have Gigacover earnings protection insurance under the GoalBetter program, and (b) your MCs cover more than 5 days back-to-back, you may be eligible to claim for a payout. Submit your claim via the Gigacover app.

Will my medical records be stored somewhere?

All your medical records generated from video consulting on the app will be stored within Doctor Anywhere’s platform. Simply go to your History tab to view your medical documents, including medical certificates, receipts, and referral letters. You can also choose to email these documents to yourself by clicking on the Email icon next to that particular document.

Where do I go for support?

Email: askus@doctoranywhere.com (Preferred)

For more information on how to contact Doctor Anywhere, click here.

Is telemedicine regulated in Singapore?

Doctor Anywhere is part of the MOH Regulatory Sandbox for telemedicine providers. The telemedicine sandbox is the first initiative under MOH’s Licensing Experimentation and Adaptation Programme (LEAP), introduced to enable innovative services to be developed in a safe and controlled environment.


All practising medical doctors on Doctor Anywhere hold full registrations with the Singapore Medical Council (SMC), and all providers constantly undergo a stringent screening and vetting process by Doctor Anywhere’s qualified panel consisting of medical doctors and professionals.

How can the doctor diagnose me through a video call?

An experienced and qualified doctor can diagnose common non-urgent illnesses during a video consultation. They typically do so by assessing the patient’s history, current symptoms, and by talking with them.


For checks that do require physical touch, the doctor may ask patients to take those readings with their guidance. For example, to check for sinus tenderness, the doctor can ask the patient to press on certain areas of their face or neck for swelling. If a patient suspects a fever, he/she is advised to have a thermometer with him/her during the consultation.


If the doctor feels that your condition requires further investigation, he will advise you to go for a physical consultation within two minutes of the video consultation. When this happens, the doctor will end the consultation and you will not be charged.

What if I need emergency care?

Doctor Anywhere’s services only address non-serious healthcare issues and should not be used in the case of a healthcare emergency. In such cases, please go to the Accident & Emergency department of the nearest hospital or call 995 immediately.

How do I update my details on the app?

To update your details, enter the app and click on the ‘Profile’ tab at the bottom panel of the screen. Next, click on the ‘My info’ tab and select the item that you would like to update. Once you’ve updated it, click on the ‘Save’ button, and you’re good to go.

How do I get my medication after the consultation?

You may either choose to have your medication delivered to your doorstep or to get it directly from the clinic. Please note that medication charges are not included in the consultation fee.

How does the medication delivery service work?

After the consultation, you will receive an email with details for delivery. This email will also contain a link to your prescribed medication which you can review before purchase.


The delivery will be fulfilled by Doctor Anywhere’s in-house courier service. Please follow instructions in the email to make payment and receive your medication. You will also have to verify your identity by presenting your NRIC or passport to the courier to receive the medication.

How do I collect my medication at the clinic?

Apart from medication delivery, you can opt to collect the medication directly from the clinic After the consultation, you will receive an email with important details for collection; this email will also contain a link to your prescribed medication which you can review online before purchasing at the clinic.


Please call the clinic beforehand if you are planning to pick up your medications and remember to bring along your identity card.

How do I cancel a scheduled appointment?

You may wish to contact Doctor Anywhere’s customer support team here. If you cancel your session within 24 hours, you will not be charged.

What should I do if I miss my appointment?

If you miss your appointment, please contact Doctor Anywhere’s customer support team here.

Is my personal data safe on Doctor Anywhere’s platform?

Doctor Anywhere’s platform employs end-to-end encryption to keep your information secure. Please refer to Doctor Anywhere’sprivacy policy for more information about how they collect, use, and disclose information from and about the users of their services.

Can I send a claim from Doctor Anywhere to Gigacover?

If (a) you have Gigacover earnings protection insurance under the GoalBetter program, and (b) your MCs cover more than 5 days back-to-back, you may be eligible to claim for a payout. Submit your claim via the Gigacover app. Click here for more information.

What If I lose internet connection during my video consultation?

If you lose internet connection during your video consultation, please contact Doctor Anywhere’s customer support team here.

What kind of mobile device or computer do I need to use Doctor Anywhere?

The Doctor Anywhere is available on Android or iOS enabled mobile phones. Android users would need to have Android 4.1.2 or newer versions to install and use our app. iOS users would need to have iOS 9 or newer versions to install and use the app.

What are pre-existing medical conditions?

A pre-existing medical condition is one that you should reasonably be aware you have before purchasing your first policy. This includes if:

  • You have received or are receiving treatment; or
  • Medical advice, diagnosis, care or treatment has been recommended; or
  • Clear and distinct symptoms that are or were evident; or
  • Its existence would have been apparent to a reasonable person in the circumstances

Can I make a claim for pre-existing medical conditions?

Yes, you can make a claim for pre-existing medical conditions under Gigacover FLEP as long as you have been continuously covered under FLEP for more than 12 months. There is no difference whether your continuous cover is sponsored by Gojek, or paid for by yourself.

How do I make a claim for pre-existing medical conditions?

If you are a FLEP customer with more than 12 months of continuous coverage, you can submit your claim through the Gigacover app like you would for any other claim.

How do I know if I have had continuous coverage for 12 months?

If you have been covered continuously for 12 months, you would have received an email titled, “Congrats - you can now claim for MCs on pre-existing conditions with FLEP '' in your Gojek-registered email. You can also check your historical policies with Gigacover by checking your emails or through the Gigacover app. Alternatively, you can also email Gigacover at hey@gigacover.com for help.

Where will I receive the payouts?

Like other claims, Gigacover will automatically attempt to complete your payouts via PayNow. If you do not have a bank account tied to PayNow, Gigacover will contact you to collect your bank details.

Do I need to pay for this additional pre-existing condition coverage?

Not at all! As this is part of the upgraded Gigacover benefits under GoalBetter, you will enjoy this coverage at no additional cost.

Gold and Platinum tier GoalBetter driver-partners are already sponsored by GOJEK and will enjoy this benefit automatically.

Other tiers of GoalBetter driver-partners can purchase their FLEP cover at subsidised rates and enjoy this pre-existing condition coverage at no additional cost here.