Frequently Asked Questions

Most Frequently Asked Questions about Roojai

  1. Founded in 2016 in Thailand, Roojai is now expanding to Indonesia to bring simple, affordable and reliable insurance to Indonesian consumers.

    Roojai is registered in OJK and has partnered with Sompo Insurance Indonesia to deliver the best online health insurance products. By using cutting-edge technology, Roojai ensures customers get the best price and best experience.

    In Thailand, Roojai already has 120,000 happy customers. Our consistent rate of 4.9 out of 5 for customer satisfaction shows this. Our Thai contact center has also won several awards in Thailand and Korea from the regional call center body APCCAL, where Indonesia is also a member. It is this passion for customer satisfaction that is now the foundation of our newly launched Indonesian branch.

  2. You can contact us at 021 5089 0822 to talk to our customer service or you can send an email to service@roojai.co.id

    1. Takes 30 seconds to answer some simple questions.
      Click get quote button and answer a few simple questions with a few clicks to help us offer the best suited benefits and premium to you. With Roojai you do not have to provide any medical certificates to get covered.
    2. Build your own coverage.
      Customize your cover to suit your budget and lifestyle. Roojai offers some of the most comprehensive insurance plans on the market with many options to suit your requirements. You only pay for what you need. If you'd like extra guidance, our advisors will be happy to help.
    3. Choose your payment method and start your coverage
      Choose the most convenient payment method for you: One-time transfer or instalments with credit card or virtual account. Enjoy immediate access to your policy in MyAccount on our website after you receive our welcome email.
  3. Think about whether it fits your budget and lifestyle and if you need to increase your cover. If you need extra guidance, our advisors will be happy to help you out.

  4. The e-policy is the digital version of your policy; it is stored securely in your MyAccount on our website where you can access it 24/7. The e-policy is always accessible, impossible to lose and better for the enviroment.

Existing Customer's Questions

  1. Roojai's MyAccount is your online dashboard accessible to you 24/7. You can download your insurance policy, check your payment status, download other important documents, renew your insurance and see the status of your claim.

  2. All existing customers have access to MyAccount. Roojai will send you an email with a link to access your Roojai MyAccount. You will be registered automatically after becoming our customer.

    1. Visit Roojai.co.id and click on MyAccount menu.
    2. Enter your Email or KTP / passport number.
    3. Choose where to receive the One-Time Password (OTP) (Email or SMS) then input the OTP to login.
    • Your personal information
    • Your health information
    • KTP / Passport number
    • Credit card detail
  3. Yes, you are entitled to cancel your insurance policy. To cancel your policy please call us on 021 5089 0822 For full details check our terms & conditions click here.

Claims Questions

  1. The Roojai claims process is easy and fast: Cashless option for medical expense by showing the Care Card to more than 2000 Roojai hospitals network. For reimbursement system, you can submit the claim after being discharged from Roojai network hospitals. We will process your claim after receiving your complete documents through e-mail and to our office address, we* will pay your approved claim within 15 working days. Just make sure to visit one of our partner hospitals to get the best treatment and an easy claim. For more details, see our “How to Claim” page.

  2. For reimbursement system:
    Roojai has simplified the claims process for you. Just download the simple claim form, fill it out and send it together with your medical documents to:

    E-mail:
    medicalclaims@roojai.co.id

    Hard Copy:
    CIBIS 9 17th Floor
    Jl. TB Simatupang No.2
    Cilandak Timur, Pasar Minggu
    Jakarta Selatan 12560

    The claims form contains the list of required documents. If additional documents are needed, we will notify you. For more details, see our “How to Claim” page.

    For cashless system:
    You can easily claim your medical expenses for Personal Accident using the cashless system by showing the Care Card to more than 2000 Roojai hospital network across Indonesia. Check the list of hospital network here.

  3. The Roojai claims process is easy and fast: You can submit the claim after being discharged from Roojai hospitals network. Roojai will process your claim after we have received your complete documents through e-mail and/or to our office address, we* will pay your approved claim within 10 working days. Just make sure to visit one of our trusted hospitals to get the best treatment and an easy claim. For more details, see our “How to Claim” page.

  4. Roojai has simplified the claims process for you. Just download the simple claim form, fill it out and send it together with your medical documents to:

    E-mail:
    medicalclaims@roojai.co.id

    Hard Copy:
    CIBIS 9 17th Floor
    Jl. TB Simatupang No.2
    Cilandak Timur, Pasar Minggu
    Jakarta Selatan 12560

    The claims form contains the list of required documents. If additional documents are needed, we will notify you. For more details, see our “How to Claim” page.

  5. Just call us on 021 5089 0822 and our contact center experts will help you through the process.

  6. Roojai updates your claim status at every step. If you want to follow the claim process, check the claim status in MyAccount or call us on 021 5089 0822.

Car Insurance FAQs*

*Check the Car Insurance product terms and conditions for complete details.

  1. Roojai’s car insurance is built not only to cover losses due to accidents, collisions, and loss of the car, Roojai also offers a complete range of benefits that can be extended for:

    • Third-party legal liability
    • Driver and/or passenger accident coverage
    • Emergency Roadside Assistance
    • Guarantee of losses due to natural disasters
    • Protection against losses due to riots
    • Transportation allowance
    • Protection of car accessories. Coming soon.
  2. By protecting your vehicle with insurance from Roojai, you will get the following benefits:

    • Access to 750+ partner garage
      It's easier to find the nearest garage when your car breaks down.
    • 24/7 Roadside Assistance
      No need to worry when your car breaks down or gets into an accident on the road because emergency assistance is available 24/7.
    • Car inspection via video call
      Get faster protection because car inspections can be done only via video call.
    • Instalment payments
      Paying car insurance premiums becomes easier with a 6-month instalment option using a credit card or virtual account.
    • Roojai Rewards
      Redeem its points for attractive vouchers as a special prize for you after buying car insurance.
  3. You can choose the policy start date on your own as long as the policy start date is not later than 30 days from the policy purchase date.

    • For hardcopy policy, we will send the policy document within 10 working days after your insurance policy is activated.
    • For the e-policy, you can access the policy 24/7 through MyAccount 15 minutes after your insurance policy is activated.
  4. The cost of treating injuries caused by car accidents can also be covered by Roojai if you choose to expand the Driver and/or Passenger Accident coverage when choosing benefits on the Roojai website. However, you will need to pay extra premium for adding this coverage.

  5. The maximum age of a car that can be covered by Roojai's Car Insurance is 12 years old.

  6. The payment of insurance compensation takes 30 (thirty) calendar days from the written agreement between the Insurer and the Insured regarding the amount of compensation that must be paid.

  7. If you choose transportation allowance as additional coverage, then the transportation allowance will only be given if the car repair takes more than 5 days from the start of the repair date (IDR 150,000 per day starts from day 6 up to maximum 5 days). The allowance will be disbursed after the repair is completed and your can has been handed over.

  8. As long as you have not made the policy payment, you can still change the car insurance coverage you need according to your need and budget.

  9. You can check the exclusions in Roojai's All Risk Car Insurance policy in the terms and conditions document.

  10. For now, the available protection in Roojai for your car is Comprehensive Car Insurance.

  11. For now, Roojai does not provide car protection for commercial use but for personal use.

  12. If the insured car is sold, the protection coverage will end, and the premium will be refunded according to the calculation and provisions stated in the policy document.

  13. If you cancel your car insurance, the premium will be refunded according to the calculation and provisions stated in the policy document.

    1. Schedule a car inspection by calling 021 5089 0821.
    2. We will send you a link to conduct a car inspection via video call via SMS.
    3. Prepare the necessary documents.
    4. Make sure you have a good internet connection before conducting the car inspection.
    5. Park your car in a well-lit place with enough space to make it easier for the inspection team to take picture of the car's parts.
    6. Our car insurance survey team will guide you through a video call during the car inspection. This process takes about 5-10 minutes.

    Find out more information about car inspection on the Car Inspection page.

  14. At Roojai, the claim process can be done via mobile phone and email, and the claim survey can be conducted using a video call to save time. We will also always provide the latest status related to your claim via Whatsapp. To find out how to claim at Roojai, you can follow the steps below:

    1. If you’re involved in a road accident, immediately call us on our claim hotline at 021 5089 0821 or email us at mvclaims@roojai.co.id. You need to report the accident not more than 5 calendar days after the accident happened.
    2. Our claim team will support you through the process and instruct you with which documents you need to prepare.
    3. Fill out the claim form and any additional documents that Roojai may request. Send it to our claim team so that we can process it in a timely manner. This can be done via email.
    4. Request your claim handler to provide you with the best and nearest repair garage in our network so that you can take your car for repairs.
    5. Keep track of your claim process and feel free to give us a call to ask for updates on your claim, we are here to ensure a smooth and carefree process for you.

    For further details, you can check it out on the How to Claim page.

  15. At Roojai, you can get the best car insurance offers in an easy way. The process only takes a few minutes online through your mobile phone:

    1. Visit Roojai.co.id, click on the Car Insurance icon on the homepage, and answer questions about your profile and car in 30 seconds. You can do this easily and conveniently - we will only contact you if you request it.
    2. On the offer page, choose and arrange the insurance benefits that suit your needs, budget, and driving habits. Insurance offer details can also be sent to your email for your consideration.
    3. Make payment through your phone by selecting a payment method directly on the website or you can get assistance by clicking the "Contact Me" button. The Roojai Contact Center team will contact you and assist you in the payment process for your vehicle insurance policy and the next steps until the policy is active.
    4. The vehicle insurance policy will be activated after the car inspection is done and approved (conducted via video call for your convenience). Policy details will be available 24/7 in MyAccount on the Roojai website.

    Learn how to pay for Roojai car insurance policy by visiting the payment method page.

  16. Emergency Roadside Assistance (ERA) is a service that provides towing service or mechanic assistance to address emergency problems that may happen with your vehicle, such as:

    • Flat tire
    • Engine breakdown due to faulty battery
    • Keys locked inside the car
    • Running out of fuel
    • Need for towing

    Here are the steps you need to take if you need Emergency Roadside Assistance (ERA):

    1. Immediately reduce your vehicle's speed and move to the left lane, while ensuring your safety.
    2. Find a safe place to stop, such as a rest area if you're on a toll road, a parking lot at a minimarket/police station/gas station, or if that's not possible due to poor vehicle conditions, you can pull over on the side of the road.
    3. Park in a safe position, such as on a flat and non-sloping surface, and not obstructing other vehicles. Then, take the car triangle warning sign and place it behind the car with 5 times the length of the car body.
    4. Call the Roojai Car Insurance hotline at 021 5089 0821 and inform them of the emergency you are experiencing.
    5. The Roojai team will send the roadside assistance service you need and monitor its process until it is completed. The tow truck or mechanic will come to assist you with your difficulties. If towing is needed, your car will be towed to the nearest partner workshop.
    6. The Roojai team will send the roadside assistance service you need and monitor its process until it is completed.
    7. The tow truck or mechanic will come to assist you with your difficulties.
    8. If towing is needed, your car will be towed to the nearest partner workshop.

Personal Accident Insurance FAQs*

*Check the Personal Accident product terms and conditions for complete details.

  1. PT Sompo Insurance Indonesia

  2. The main purpose of Personal Accident insurance is to protect you and your family from the long-term consequences of accidents: death or permanent disability.

  3. You can customize your protection based on your needs:

    • Want to be covered for medical expenses from your accident? Select the Medical Expense coverage option.
    • Want to protect yourself or your family from high funeral costs? Select the Funeral Expenses option.
    • Do you regularly ride a two-wheeler (motorbike or bicycle)? Protect yourself with our optional coverage for Accident while Riding a Two-Wheeler.
    • Want to maximize your safety? Choose the coverage for Accident due to Murdered or Assaulted.
    • Do you enjoy diving, paragliding, etc? Select the coverage option for Accident while doing Extreme Sport.
  4. Extreme Sports refer to racing of all kinds of cars or boat, horse racing, cycling, ski racing including jet-ski, skate racing, boxing, parachute jumping (except for the purpose of life saving), while boarding or travelling in a hot-air balloon, gliding, bungee jumping, diving with oxygen tank and breathing equipment under water(scuba diving).

  5. Our products are the most comprehensive on the market. Please check the terms and conditions of our PA for more details.

  6. The insured must be 1-60 years old (and you can extend it to 65 years old).

    1. Take 30 seconds to answer a few simple questions
      Click get quote and answer a few simple questions with a few clicks to help us offer the best-suited benefits and premium to you. With Roojai you do not have to provide any medical certificates to get covered.
    2. Build your own coverage
      Customize your cover to suit your budget and lifestyle. Roojai offers some of the most comprehensive insurance plans on the market with many options to suit your requirements. You only pay for what you need. If you'd like extra guidance, our advisors will be happy to help.
    3. Choose your payment method and start your coverage
      Choose the most convenient payment method for you: One-time transfer or instalments with credit card or virtual account. Enjoy immediate access to your policy in MyAccount on our website after you receive our welcome email.
  7. At Roojai getting covered does not require a medical check up - buying our insurance is 100% online. Just make sure you answer our questions truthfully because the information you provide is the basis for your premium and insurance contract. For full details see the product terms and conditions.

  8. Roojai offers you 2 convenient payment methods - choose the one that is best for you. For more details see our "How to Pay" page. The 2 payment options are:

    • Credit card
    • Virtual Account
  9. Yes we do, you can split your premium payment into 12 instalments to suit your budget requirements.

  10. Immediately after your purchase. Roojai will send you an e-mail with the link to MyAccount where you can access your e-policy 24/7. If you choose the non e-policy option, we will send the documents to your address within 10 working days. Help us save the environment by choosing an e-policy!

  11. Immediately after your purchase. Roojai will send you an e-mail with the link to MyAccount where you can access your e-policy 24/7. If you choose the non e-policy option, we will send the documents to your address within 10 working days. Help us save the environment by choosing an e-policy!

  12. The beneficiaries are the insured or the heirs of the insured, as specified by the policy holder. Please check the policy details for more information.

  13. Yes, customer or representative of the person or family member must give notice to the insurer within 5 calendar days of the occurance of the accident.

  14. Roojai has simplified the claims process for you. Just download the simple claim form, fill it out and send it together with your medical documents to medicalclaims@roojai.co.id or to our office address. The claims form contains the list of required documents. If additional documents are needed, we will notify you. For more details, see our “How to Claim” page.

  15. The Roojai claims process is easy and fast: Cashless option for medical expense by showing the Care Card to more than 2000 Roojai hospitals network. For reimbursement system, you can submit the claim after being discharged from Roojai network hospitals. We will process your claim after receiving your complete documents through e-mail and to our office address, we* will pay your approved claim within 15 working days. Just make sure to visit one of our partner hospitals to get the best treatment and an easy claim. For more details, see our “How to Claim” page.
    *Roojai on behalf of the insurance company.

  16. For cashless option, Roojai* will pay your medical expense directly to the Roojai network hospital. For reimbursement system, Roojai* will transfer the approved claim amount to your personal bank account within 15 working days from the date we received all required documents. See the full details in product terms and conditions.
    *Roojai on behalf of the insurance company.

Critical Illness Insurance FAQs*

*Check the Critical Illness product terms and conditions for complete details.

  1. The insured must be 18-64 years old (and you can extend it to 65 years old).

  2. You can choose one or more coverages among our 5 categories, such as:

    1. Cancer (Invasive cancer, Early stage and Late stage)
    2. Neurological (Coma, Cerebral Aneurysm, Alzheimer’s Disease and Parkinson’s Disease)
    3. Cardiovascular: (Ischemic or Haemorrhagic Stroke, Acute Heart Attack and Coronary Artery Bypass Grafts)
    4. Chronic Kidney Failure
    5. Mosquito-borne disease (Malaria, Dengue, Chikungunya, Zika, Yellow Fever)

    Roojai will give you a lump sum starting from 200 million IDR to 1 Bio IDR for categories 1-4, and cashless treatment for category 5.

  3. We offer you a modular and transparent Critical Illness insurance product on the market. However, some standard insurance exclusions do apply, for example for pre-existing illnesses or injuries and other conditions. Check the product terms and conditions for full details.

    1. Take 30 seconds to answer a few simple questions
      Click get quote and answer a few simple questions with a few clicks to help us offer the best-suited benefits and premium to you. With Roojai you do not have to provide any medical certificates to get covered.
    2. Build your own coverage
      Customize your cover to suit your budget and lifestyle. Roojai offers some of the most comprehensive insurance plans on the market with many options to suit your requirements. You only pay for what you need. If you'd like extra guidance, our advisors will be happy to help.
    3. Choose your payment method and start your coverage
      Choose the most convenient payment method for you: One-time transfer or instalments with credit card or virtual account. Enjoy immediate access to your policy in MyAccount on our website after you receive our welcome email.
  4. At Roojai getting covered does not require a medical check up - buying our insurance is 100% online. Just make sure you answer our questions truthfully because the information you provide is the basis for your premium and insurance contract. For full details see the product terms and conditions.

  5. Roojai offers you 2 convenient payment methods - choose the one that is best for you. For more details see our "How to Pay" page. The 2 payment options are:

    • Credit card
    • Bank transfer or virtual account
  6. Yes we do, you can split your premium payment into 12 months instalments to suit your budget requirements.

  7. After the payment, we will send you a payment confirmation and welcome e-mail with the insurance policy number and the policy start date. All your insurance documents are available online 24/7 in MyAccount on our website.

  8. Immediately after your purchase. Roojai will send you an e-mail with the link to MyAccount where you can access your e-policy 24/7. If you choose the non e-policy option, we will send the documents to your address within 10 working days. Help us save the environment by choosing an e-policy!

  9. For reimbursement:
    Roojai has simplified the claims process for you. Just download the simple claim form here, fill it out and send it together with your medical documents to:
    E-mail: medicalclaims@roojai.co.id
    Hard Copy:
    CIBIS 9 17th Floor
    Jl. TB Simatupang No.2
    Cilandak Timur, Pasar Minggu
    Jakarta Selatan 12560

    The claims form contains the list of required documents. If additional documents are needed, we will notify you. For more details, see our “How to Claim” page.

    For cashless system:
    Get your cashless treatment for mosquito-borne illnesses by showing the Care Card which accessible in your Roojai MyAccount to more than 2000 Roojai network hospital across Indonesia. Check the list of hospital network here.

  10. The Roojai claims process is easy and fast: You can get cashless treatment at over than 2000 Roojai network hospitals by showing Care Card which is accessible on your MyAccount. For reimbursement, you can submit the claim after critical illness diagnosis. We will process your claim after receiving your completed documents through e-mail and to our office address and we* will pay your approved claim within 30 working days. Just make sure to visit one of our partner hospitals to get the best treatment and an easy claim. For more details, see our “How to Claim” page.
    *on behalf of the insurance company.

  11. Roojai* will transfer the approved claim amount to your personal bank account within 30 working days from the date we received all required documents. See the full details in the product terms and conditions.
    *Roojai on behalf of the insurance company.

Others

    1. Directorate General of Consumer Protection and Orderly Commerce, Ministry of Trade of the Republic of Indonesia
      WhatsApp of the Directorate General of Consumer Protection and Orderly Commerce: 0853-1111-1010