Overview

When the unexpected happens, you can be assured of a prompt and efficient claims service with PT. QBE General Insurance Indonesia. Our claims service is designed to meet your unique needs, whenever and wherever a loss occurs.

Depending on your claim, different processes and different forms may need to be completed, however, there are some common basic steps you will need to understand and observe when you are making any claim. To achieve the most efficient and effective outcome to your claim, follow the basic steps outlined on this site.

Please note that the information provided is for your general reference only as actual claims processes will be in accordance with the specific terms, conditions and exclusions stipulated in the relevant insurance policy.

For queries, please contact us our claims department or approach your insurance agent or broker.

PT. QBE General Insurance Indonesia Claims Philosophy

As an insurance company, we expect to pay out claims. Our premiums reflect the degree of risk and the probability of a claim and the terms of cover provided. Generally, the wider the cover provided, the higher the premium. So if your policy covers the exposure, we will respond to a valid claim. That's why it's important to take the advice of an insurance broker or agent and to read the policy wording to ensure the cover meets your expectations before entering your insurance contract.

How to Make a Claim

Claims Management Expertise

PT. QBE General Insurance Indonesia claims services team strives to deliver a range of consistent and professional claims services to our clients.

Our team has a wealth of experience in the local market and a solid knowledge of claims handling and processing. Our service can help you or your business get back to normal in the shortest possible time.

To make a claim, please click on the following indexes to quickly access the product specific claims instructions and information, as well as the forms that you need. You can also ask your insurance agent or broker for assistance.

Business Products
Business Package Group Personal Accident
Commercial Motor Marine
Construction & Engineering Professional Liability
Employers’ Liability Property
General Accident Workmen’s Compensation
General Liability

Personal Products
Domestic Fire & Home Package
Personal Accident
Personal Motor
Pleasure Craft

What to do when faced with a loss - Fundamental Principles

Although different claims management processes apply, depending on the area of risk, there are some fundamentals steps that will help ensure the most effective outcome. These steps include:

Notify Early

Early action can significantly shorten the claims management process, and therefore reduce the time it takes to settle your claim. The sooner our claims management experts can help you to mitigate the extent of your loss, the better for all concerned. It is mandatory that in the event a claim arising under a policy, the insured shall notify PT. QBE General Insurance Indonesia immediately and provide written notice within three days for motor and within seven days for others in the event of claims.

Length of Time to Settle

The length of time that it takes to settle a claim will depend on the nature of the exposure and its complexity. A straightforward property or motor claim could be settled in a reasonably short period of time. In contrast, a professional negligence case may take years before reaching the courts. Throughout that time, your claim will require specialist claims management to guide the investigation, legal defence – and at a later stage, to deal with the settlement of any damages awarded by the courts. In either case, you will be relieved to know that PT. QBE General Insurance Indonesia claims management specialists will help you throughout the entire process.

Claim Forms

To register your claim, fill out the relevant claim forms and send to our claims department directly (contact details can be found on the Contact Us page), or through your insurance broker or agent. We will then contact you by phone or mail to advise the next steps, either directly or through your insurance adviser. You will also need to keep your insurance adviser fully informed of any developments, as their role includes guiding you through the claims process to ensure the best possible outcome.

Selecting your claim form

Please click on the relevant indices below for a copy of the claim form (PDF format). Alternatively, ask PT. QBE General Insurance Indonesia claims department or your insurance agent/broker to send you the required claim form.

Business Products
Business Package Group Personal Accident
Commercial Motor Marine
Construction & Engineering Professional Liability
Employers’ Liability Property
General Accident Workmen’s Compensation
General Liability

Personal Products
Domestic Fire & Home Package
Personal Accident
Personal Motor
Pleasure Craft

Submitting your claim form

When you lodge your claim form, we require a declaration endorsed with original signature. For that reason, you should print out your selected claim form, duly signed, and submit in original by post to our claims department as soon as practicable.

For preliminary report, you can immediately fax or email to our claims department your completed and signed claim form - see contact us for details.

We will advise you on the progress of your claim through your insurance agent / broker or directly.

 

Business Products

Business Package Claims

This section provides information on the steps you need to take and the documents you need to submit to PT. QBE General Insurance Indonesia claims services team when you lodge claims in the specific area of Business Package Insurance.

Please contact the PT. QBE General Insurance Indonesia claims services team immediately in the event of a business package claim.

Claims Process

The table below lists the actions that you are required to take and the main supporting documents that you need to supply for selected claims.

Claims Main Action and / or Supporting Document Required
Business Package Claims

Required action and basic information required:

  • Submit to our claims department a Claim Form, duly completed, stamped and signed by Company / Insured
  • Report immediately to police any incident relating to malicious damage, burglary, robbery or theft
  • For all incidents supply the following information and documents:
    • Evidence and proof of the cause of damage
    • Original loss/damage report from relevant authorities (police report)
    • Photos showing the extent of the damage and the forcible and violent entry into and exit from the premises in case of burglary
    • Original supporting documents showing the value of the lost/damaged item(s)/cash claimed
    • Quotation to repair from contractor

Please fill in the form to lodge your claim :

Commercial Motor Claims

This section provides information on the steps that you need to take and the documents you need to submit to the PT. QBE General Insurance Indonesia claims services team when you lodge claims in the specific area of commercial motor insurance.

Claims Process

Please contact the PT. QBE General Insurance Indonesia claims services team and immediately in the event of a commercial motor claim.

The table below lists the actions that you are required to take and the main supporting documents that you need to supply for selected claims.

Claims Main Action and / or Supporting Document Required
All kinds of accidents

Submit to our claims department a Claim Form, duly completed, stamped and signed by Company / Insured

Road Accident or Theft of Vehicle

Report to police immediately and provide the following information and documents to the PT. QBE General Insurance Indonesia claims services team within three days:

  • An estimate of repair costs, if insured under a comprehensive policy
  • A copy of the driver's identity card (KTP) and valid driving license (SIM)
  • A copy of the vehicle registration document (STNK).
  • In addition for Total Loss Claim:
    Original Policy
    Original STNK and tax invoice
    Original BPKB
    Police report (Polsek), Kaditserse and STNK blocked letter
Third Party Claim
  • Do not make any admission, offer, promise, payment or indemnity without the prior consent of PT. QBE General Insurance Indonesia
  • Immediately forward to the PT. QBE General Insurance Indonesia claims services team all received letters or claims
  • In addition it is advisable to record:
    • The particulars and the nature of any bodily injury involved
    • The vehicle registration numbers for all vehicles involved in the incident
    • The contact details of all other parties involved

Claim form is applicable to all types of motor insurance products.

Please fill in the form to lodge your claim :

Construction & Engineering Claims

This section provides information on the steps you need to take and the documents that you need to submit to the PT. QBE General Insurance Indonesia claims services team when you lodge claims in the specific area of Engineering Insurance.

Claims Process

An unexpected loss or any damage to the contract works, your plant, machinery or equipment, as well as mechanical failure or breakdown of your machinery can result in huge losses to your business. In the event of an engineering claim, please contact your insurance adviser or the PT. QBE General Insurance Indonesia claims services team to discuss the situation and enquire about the process and procedures to lodge a claim.

Please fill in the form to lodge your claim :

Employers’ Liability Claims

This section provides information on the steps you will need to take and the documents that you will need to submit to the PT. QBE General Insurance Indonesia claims services team when you lodge claims in the following selected areas.

Claims Process

If you have a employers’ liability insurance policy with PT. QBE General Insurance Indonesia, and believe that an incident may give rise to a claim under your policy, please contact your insurance agent/broker as soon as possible. Alternatively, you can contact the PT. QBE General Insurance Indonesia claims services team to discuss the situation and the next steps you need to take to report the claim.

Claims Main Action and / or Supporting Document Required
Employers’ Liability Claim
  • Do not admit liability but to refer all correspondence to us for our response
  • Submit to our claims department a Claim Form, duly completed, stamped and signed by Company / Insured
  • Submit the following documents:
    • Incident report prepared by Company / staff involved
    • Police report, if available
    • Witness statements, if available
    • All third-party correspondence, such as a letter of demand or Writ of Summons
    • Photographic evidence and/or any other evidence which may assist in the defense of the claim

Please fill in the form to lodge your claim :

General Accident Claims

This section provides information on the steps you will need to take and the documents you should submit to the PT. QBE General Insurance Indonesia claims services team when you lodge claims in the specific area of pecuniary insurance. Please contact PT. QBE General Insurance Indonesia claims services team immediately in the event of a financial claim.

Claims Process

The table below lists the actions that you are required to take and the main supporting documents that you need to supply for selected claims.

Claims Main Action and / or Supporting Document Required
Burglary / Money / Fidelity Guarantee Claims

Required action and basic information required:

  • Submit to our claims department a Claim Form, duly completed, stamped and signed by Company / Insured
  • Report immediately to police any incident relating to burglary, robbery or theft.
  • For all incidents supply the following information and documents:
    • Evidence and proof of the cause of damage.
    • Original loss/damage report from relevant authorities (police report).
    • Photos showing the extent of the damage and the forcible and violent entry into and exit from the premises in case of burglary.
    • Original supporting documents showing the value of the lost/damaged item(s)/cash claimed.

For other types of claims, please contact PT. QBE General Insurance Indonesia claims services team, or ask your insurance agent or broker. PT. QBE General Insurance Indonesia claims services team may require additional information for processing your claim.

Please fill in the form to lodge your claim :

General Liability Claims

This section provides information on the steps you will need to take and the documents that you will need to submit to the PT. QBE General Insurance Indonesia claims services team when you lodge claims in the following selected areas.

The ability of your policy to respond to the financial exposure is important. PT. QBE General Insurance Indonesia Liability Risks policies provide cover for the costs of:

Equally as important is the local, regional and international expertise that will be applied to managing your claim. The PT. QBE General Insurance Indonesia Liability Risks Network pulls together a dedicated team of highly knowledgeable and experienced professionals with representations from underwriting, claims and legal expertise.

The team takes pride in providing high standards of claims management service to both insurance advisers and clients. They offer many years' experience in liability underwriting and claims management for local, regional and global companies.

Claims Process

If you have a liability insurance policy with PT. QBE General Insurance Indonesia, and believe that an incident may give rise to a claim under your policy, please contact your insurance agent/broker as soon as possible. Alternatively, you can contact the PT. QBE General Insurance Indonesia claims services team to discuss the situation and the next steps you need to take to report the claim.

Claims Main Action and / or Supporting Document Required
Liability Claim
  • Do not admit liability but to refer all correspondence to us for our response
  • Submit to our claims department a Claim Form, duly completed, stamped and signed by Company / Insured
  • Submit the following documents:
  • Incident report prepared by Company / staff involved
  • Police report, if available
  • Witness statements, if available
  • All third-party correspondence, such as a letter of demand or Writ of Summons
  • Photographic evidence and/or any other evidence which may assist in the defense of the claim

Please fill in the form to lodge your claim :

Group Personal Accident Claims

This section provides information on the steps you need to take and the documents required for submission to the PT. QBE General Insurance Indonesia claims services team when you lodge claims in the specific area of group personal accident insurance.

Claims Process

Please contact the PT. QBE General Insurance Indonesia claims services team immediately in the event of a claim occurred.

The table below lists the main supporting documents that you need to supply for selected claims:

Claims Main Action and / or Supporting Document Required
All kinds of accidents

Required Action and basic information required:

  • Submit to our claims department a Claim Form, duly completed, stamped and signed by Company / Insured
  • Police report
  • Identity Card
Accidental Medical Expenses Claim

The original medical, hospital bill(s) and diagnosis issued by the medical practitioner

Permanent Total Disablement Claim

The original medical report showing the extent of injury and the percentage of permanent disability

Death

Death certificate issued by the appropriate authorities and Visum et repertum

Please fill in the form to lodge your claim :

Marine Claims

This section provides information on the steps required and the documents needed when you submit a claim to PT. QBE General Insurance Indonesia claims services team in the area of Marine Insurance.

Claims Process

Please begin by contacting the survey agent named in the insurance policy or certificate immediately to conduct a survey in the event of a cargo claim or alternatively, contact the PT. QBE General Insurance Indonesia claims services team.

Please contact PT. QBE General Insurance Indonesia claims services team immediately in the event of a cargo and commercial hull claim.

The table below lists the main supporting documents that you need to supply for selected claims:

Claims Main Action and / or Supporting Document Required
Cargo Claim
  • Contact the survey agent named in the insurance policy or certificate to conduct a survey.
  • File a claim in writing to the carriers, forwarders, bailees or other concerned parties for any missing or damaged packages.
  • Take reasonable measures to avert or minimise loss to the remaining cargo.
  • Take proper care of the damaged cargo and keep any salvage.
  • Provide the following documents without delay:
    • Original policy or certificate of insurance
    • Original or copy of the shipping invoices, together with shipping specification and/or weight notes
    • Original bill of lading and/or other contract of carriage
    • Survey report or other documentary evidence to show the extent of the loss or damage
    • Loading account and weight notes at final destination
    • Correspondence exchanged with the Carriers and other Parties regarding their liability for the loss or damage
Commercial Hull
  • Report the accident to the port authorities, when appropriate.
  • Do not negotiate, settle, or admit any liability to a third party, and do not waive any right against any other parties.
  • Safely berth the vessel for inspection and/or investigation.
  • Provide the following documents without delay:
    • Sea Note of Protest and/or Statement of Fact issued by Master
    • Ship Particular
    • Deck Log Book
    • Engine Log Book
    • Classification Certificate (Hull) (including visa overleaf)
    • Classification Certificate (Machinery) (including visa overleaf)
    • Loadline Certificate
    • International Tonnage Certificate
    • Certificate of Nationality
    • Cargo Ship Safety Equipment Certificate
    • Cargo Ship Safety Construction Certificate
    • Cargo Ship Safety Radio Certificate
    • International Oil Pollution Prevention Certificate
    • Latest Competency Certificate of Master, Chief Officer and Chief Engineer
    • Sailing Permit from the Latest Port
    • Latest Docking Report
    • Latest Crew List
    • Photographs of damages
    • Quotation/Invoices from Ship Repairer(s)

Please fill in the form to lodge your claim :

Professional Liability Claims

This section provides information on the steps you should take and the documents you should submit to PT. QBE General Insurance Indonesia claims services team when lodging a claim in the specific area of Specialist Risk Insurance.

As the legal and regulatory environments place increased levels of compliance on organisations today, the related risks are becoming more complex and covering more countries, resulting in more numerous and larger liability risks and exposures.

The ability of your policy to respond to the potential financial exposure is important. Equally important, is the specialist expertise that will be applied to managing your claim – locally, regionally and internationally.

The evolving litigious nature of the world of business translates into claims becoming increasingly complex, leading to an escalation of defence costs.

However, PT. QBE General Insurance Indonesia seeks to use the best legal defence experts to obtain successful results for clients.

PT. QBE General Insurance Indonesia Specialist Risks policies deal with cover for the costs (incurred with PT. QBE General Insurance Indonesia consent) of:

Claims Process

Do not admit liability prior to our written consent but refer all correspondence to us for our response. PT. QBE General Insurance Indonesia claims services team will discuss the situation with you and the next steps you will need to take to report the claim.

Please fill in the form to lodge your claim :

Property Claims

This section provides information on the steps you need to take and the documents you need to submit to PT. QBE General Insurance Indonesia claims services team when you lodge claims in the specific area of Property Insurance.

Please contact the PT. QBE General Insurance Indonesia claims services team immediately in the event of a property claim.

Claims Process

The table below lists the actions that you are required to take and the main supporting documents that you need to supply for selected claims.

Claims Main Action and / or Supporting Document Required
Property Claim

Required Action and basic information required:

  • Submit to our claims department a Claim Form, duly completed, stamped and signed by Company / Insured
  • Report immediately to police any incident relating to malicious damage, burglary, robbery or theft.
  • For all incidents supply the following information and documents:
    • Evidence and proof of the cause of damage.
    • Original loss/damage report from relevant authorities (police report)
    • Photos showing the extent of the damage and the forcible and violent entry into and exit from the premises in case of burglary.
    • Original supporting documents showing the value of the lost/damaged item(s)/cash claimed.
    • Quotation to repair from contractor.

*For other kinds of claims under Packaged policies, please contact PT. QBE General Insurance Indonesia claims services team, or ask your insurance agent or broker.

PT. QBE General Insurance Indonesia claims services team may require additional information for processing your claim.

Please fill in the form to lodge your claim :

Workmen’s Compensation Claims

This section provides information on the steps you need to take and the documents you need to submit to PT. QBE General Insurance Indonesia claims services team when you lodge claims in the specific area of Workmen’s Compensation Insurance.

Claims Process

Why is it important to notify an injury and submit a claim quickly?

Experience shows that any delay in reporting an injury or a delay in submitting a claim results in poorer outcomes for injured workers as well as increased costs for employers. Prompt reporting of injury and submission of a claim allows for:

Please contact PT. QBE General Insurance Indonesia claims services team to discuss the situation and enquire about the process and procedures to lodge a claim.

 

Personal Products

Domestic Fire & Home Package Claims

This section provides information on the steps you need to take and the documents you need to submit to PT. QBE General Insurance Indonesia claims services team when you lodge claims in the specific area of Domestic Fire & Home Package Insurance.

Please contact the PT. QBE General Insurance Indonesia claims services team immediately in the event of a domestic fire & home package claim.

Claims Process

The table below lists the actions that you are required to take and the main supporting documents that you need to supply for selected claims.

Claims Main Action and / or Supporting Document Required
Domestic Fire & Home Package Claim

Required Action and basic information required:

  • Submit to our claims department a Claim Form, duly completed, stamped and signed by Company / Insured
  • Report immediately to police any incident relating to malicious damage, burglary, robbery or theft.
  • For all incidents supply the following information and documents:
    • Evidence and proof of the cause of damage
    • Original loss/damage report from relevant authorities (police report)
    • Photos showing the extent of the damage and the forcible and violent entry into and exit from the premises in case of burglary
    • Original supporting documents showing the value of the lost/damaged item(s)/cash claimed
    • Quotation to repair from contractor

Please fill in the form to lodge your claim :

Personal Accident Claims

This section provides information on the steps you need to take and the documents required for submission to the PT. QBE General Insurance Indonesia claims services team when you lodge claims in the specific area of personal accident insurance.

Claims Process

Please contact the PT. QBE General Insurance Indonesia claims services team immediately in the event of a claim occurred.

The table below lists the main supporting documents that you need to supply for selected claims:

Claims Main Action and / or Supporting Document Required
All kinds of accidents

Required Action and basic information required:

  • Submit to our claims department a Claim Form, duly completed, stamped and signed by Company / Insured.
  • Police report.
  • Identity Card.
Accidental Medical Expenses Claim

The original medical, hospital bill(s) and diagnosis issued by the medical practitioner.

Permanent Total Disablement Claim

The original medical report showing the extent of injury and the percentage of permanent disability.

Death

Death certificate issued by the appropriate authorities and Visum et repertum

Claim form is applicable to all types of motor insurance products.

Please fill in the form to lodge your claim :

Personal Motor Claims

This section provides information on the steps that you need to take and the documents you need to submit to the PT. QBE General Insurance Indonesia claims services team when you lodge claims in the specific area of personal motor insurance.

Claims Process

Please contact the PT. QBE General Insurance Indonesia claims services team and immediately in the event of a motor claim.

The table below lists the actions that you are required to take and the main supporting documents that you need to supply for selected claims.

Claims Main Action and / or Supporting Document Required
All kinds of accidents

Submit to our claims department a Claim Form, duly completed, stamped and signed by Company / Insured

Road Accident or Theft of Vehicle
  • Report to police immediately and provide the following information and documents to the PT. QBE General Insurance Indonesia claims services team within three days:
    • An estimate of repair costs, if insured under a comprehensive policy
    • A copy of the driver's identity card (KTP) and valid driving license (SIM)
    • A copy of the vehicle registration document (STNK)
    • In addition for Total Loss Claim:
      Original Policy
      Original STNK and tax invoice
      Original BPKB
      Police report (Polsek), Kaditserse and STNK blocked letter
Third Party Claim
  • Do not make any admission, offer, promise, payment or indemnity without the prior consent of PT. QBE General Insurance Indonesia
  • Immediately forward to the PT. QBE General Insurance Indonesia claims services team all received letters or claims.
  • In addition it is advisable to record:
    • The particulars and the nature of any bodily injury involved
    • The vehicle registration numbers for all vehicles involved in the incident
    • The contact details of all other parties involved

Claim form is applicable to all types of motor insurance products.

Please fill in the form to lodge your claim :

Pleasure Craft Claims

This section provides information on the steps required and the documents needed when you submit a claim to PT. QBE General Insurance Indonesia claims services team when you lodge claims in the specific area of pleasur craft insurance.

Claims Process

Please contact PT. QBE General Insurance Indonesia claims services team immediately in the event of pleasure craft claim.

The table below lists the main supporting documents that you need to supply for selected claims:

Claims Main Action and / or Supporting Document Required
Pleasure Craft
  • Report the accident to the port authorities, when appropriate
  • Do not negotiate, settle, or admit any liability to a third party, and do not waive any right against any other parties
  • Safely berth the vessel for inspection or investigation
  • Keep the damaged equipment / parts for inspection
  • Provide the following documents without delay:
    • Incident report detailing the circumstances of the accident
    • Photos of the damage
    • Repair quotation
    • Copies of the vessel license and the master certificate (if applicable)
    • Maintenance records

Please fill in the form to lodge your claim :