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, debit 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 / debit 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.

Hospital Cash Plan Insurance FAQs

  1. The insured must be 1-60 years old, but you can extend to 65 years old.

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

    • Do you need to top up your current health insurance cover for inpatient treatment or are you worried you will suffer a loss of income whilst in hospital? Get our Daily Cash for hospitalization.
    • Do you want to protect yourself from costly surgery? Get our additional coverage for Surgical Cash.
    • Do you want to protect yourself from even higher cost of intensive care? Select Daily Cash Intensive Care.
    • Think you might need treatment after your hospitalization? Add Follow Up Care.
    • Are you happy to pay for the cost of one or more days in hospital and want to reduce your premium? Adjust the Deductible Period for Daily Cash (Hospitalization and ICU).
  3. Our products are the among most comprehensive insurance products 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: Using credit card, debit card, bank transfer 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 3 convenient payment methods - choose the one that is best for you. The 3 payment options are:

    • Credit card
    • Debit card
    • Bank transfer or virtual account
  6. 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.

  7. 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!

  8. You can choose the deductible for hospitalization on our website. Roojai will deduct the waiting period days from the period of days you were hospitalized. The more waiting days you allow us to deduct from your hospitalization, the bigger your premium discount. For example:
    If you chose 1 day and you were hospitalized for 2 days, you will receive cash payment for one day only but your premium will be lower.

  9. If you do not make a claim during the active period of your HCP insurance, we will give you a big discount at renewal.

  10. 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.

  11. The Roojai claims process is easy and fast: You can submit the claim after being discharged from Roojai hospitals partner. 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 usted hospitals to get the best treatment and an easy claim. For more details, see our here.
    *on behalf of the insurance company.

  12. Roojai* will transfer the approved claim amount to your personal bank account within 10 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.

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, bank transfer 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
    • Bank transfer or 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, debit card, bank transfer 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 3 convenient payment methods - choose the one that is best for you. For more details see our "How to Pay" page. The 3 payment options are:

    • Credit card
    • Debit 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