Filing a motor insurance claim requires complete documentation and adherence to procedures set by the insurance company. Policyholders must ensure that the damage or loss they have experienced is covered by their policy protection.
The requirements for claim documentation must refer to the policy held. The Financial Services Authority (OJK) has stipulated that insurance companies can only request documents as a condition for filing a claim in accordance with what is stated in the policy. The required documents may vary depending on the insurance company and the type of claim being filed.
For claims involving vehicle loss or total damage, the insurance company may request additional documents such as the original registration certificate (STNK), certificate of motor vehicle ownership (BPKB), vehicle invoice, vehicle keys, and documents from the police. Vehicle owners should report the incident to the insurance company as soon as possible after an accident or loss, in accordance with the reporting deadline specified in their respective policy.
Vehicle owners are advised not to repair their vehicles independently immediately after damage occurs. An inspection is necessary so the insurance company can assess the condition of the vehicle. Owners should document the vehicle's condition by taking photos from several angles before any repairs are undertaken.
After the report is received, the policyholder is usually asked to complete a claim form and submit supporting documents. The insurance company then conducts an inspection to determine the cause of the damage and its conformity with the protection benefits covered by the policy. If the claim is approved, the vehicle can be directed to an authorised workshop for repairs in accordance with the insurance company's terms.
Complete documentation does not automatically guarantee claim approval. The insurance company will still conduct an assessment based on the policy, inspection results, and facts of the incident. Claims can be problematic if the reported incident falls under exclusions, the information provided does not match the facts, documents are incomplete, or the policyholder's obligations have not been fulfilled.
Reading the policy from the outset is an important step for policyholders to understand the protection benefits, exclusions, insured obligations, reporting deadlines, and deductible terms. By following procedures, completing documents, providing a chronology consistent with the facts, and waiting for inspection before repairing the vehicle, the claims filing process can run more smoothly. The OJK also emphasises the importance of swift, simple, easily accessible, and fair claims handling and complaints mechanisms for consumers.
