Customer Service for Chubb

Frequently Asked Questions

1.What are the required documents for claim form submission?

1.1 Claim form with required components completed by the attending physician
1.2 Itemized hospital invoices (original/legalized photocopy)
1.3 Photocopy of passport for hospitalization overseas
1.4 Photocopy of diagnostic results (lab, CT Scan, USG etc.)
1.5 Police report (original/legalized photocopy) for traffic accidents.

2.How does one make a claim for a medical expense benefit under the personal accident policy?

The documents to be completed are those numbered 1.1, 1.3, 1.4 and 1.5 above. The original receipt for examination and medication must be submitted. Medical expenses will be reimbursed within 365 days from the time of the accident, during which the first disbursement will occur 30 days after the date of the accident.

If the Insured has received reimbursement for all medical expenses, examination and medication expenses from a third-party, the insured will have no right to get reimbursement for the medical expense.

3.If hospitalization occurs overseas and the documentation is not in Indonesian/English, can the document be submitted?

We will process the claim if the claim document is translated into Indonesian or English.

4.If I have a HOSPITAL INCOME PLAN (HOSPIN) insurance with hospitalization and surgical benefits, will I still be covered if I have an operation but have no need for hospitalization?

Yes, you are covered, but you must attach a copy of the receipt for operation costs.

5.If I have other insurance (from the office or in my name), can I claim my hospitalization from Chubb?

Yes, you will be able to submit a claim to Chubb by fulfilling the requirements set out in the answer to question no 1.

6.If the hospital does not give a legal copy breakdown of hospitalization invoices as I am insured by the office/other insurance, can I still submit my claim?

Yes, you can give evidence that you have been hospitalized to Chubb via:

1. The finance department of the hospital, or

2. A copy of the itemized hospital invoice which has been legalized from the first insurance company, or

3. Medical resume (ensure that the data in the medical resume is completed correctly)

7.In the event that the claim form is not completed by the attending physician, what alternative document can I submit?

The medical resume from the medical records department of the hospital can be an alternative document.

8.Within what time period do I have to submit the claim after I leave the hospital?

At the latest, thirty (30) days after the incident.

Written proof in support of a claim must be furnished to the Company at its Jakarta office within thirty (30) days from the receipt of the claim forms provided by the Company as above. Failure to furnish such proof within the time required shall not invalidate any claim if it was not reasonably possible to give proof within such time, provided such proof is furnished as soon as is reasonably possible, and in no event later than one hundred and eighty (180) days from the time proof is otherwise required.

9.How long will it take to process the claim?

If the claim document is complete, there is no reason to delay the payment of the premium. If there is no need for further investigation, our claims department will process the claim within 14 working days (not 14 calendar days where Saturday, Sunday and National Holidays are taken into account).

10.Will I be informed of the status of my claim?

Yes, if the claim is approved, we will advise you by SMS provided you inform our claims department of your mobile telephone number.

If the claim is rejected, our claims department will advise you by a letter sent to the correspondence address shown on the claim form.

11.Is there a limit to a hospital stay?

Any hospital stay shall be restricted to 365 days for all hospitalization of the illness or physical injury from an accident. A sickness or body injury must result directly and independently of all other causes in hospital confinement.

Such hospitalization is based on the advice and under the constant supervision of a doctor, specifically and apart from other causes of illness or physical injury suffered by the insured during the duration of the hospital policy or personal injury.

12.If I became a policy holder of one of Chubb's programs, is there a particular illness which I cannot claim for? Is there a waiting period?

If you suffered from the illness for the first time after the effective insurance policy and can be proven medically by a statement from the attending physician, the claim will be approved. But if the illness or body injury for which an insured person has received or should reasonably have received medical treatment or advice by a physician in the twelve (12) months prior to the insured person's initial effective date of insurance, the claim will not be approved.