Customer Service for Chubb

How to Make a Claim

Claim Service App and Portal

Chubb Mobile Assistance

Submit and manage your Group Personal Accident and Health Insurance claims as well as Auto Insurance claims through our innovative app – Chubb Mobile Assistance. With this app, you will gain greater control of the claim process anytime and anywhere. The following features can be accessed from the palm of your hand:

  • Policy insurance
  • Claim information and status
  • Chubb Auto Assist emergency assistance
  • List of branches, vehicle workshops (including our Claim Service Point) and nearest partner hospitals, and
  • Interactive 24-hour customer service (telephones, written message, e-mail).

Download the Chubb Mobile Assistance app from the Apple App Store and Google Play Store, and register your policy after the installation.

Chubb Claim Center

Chubb Claim Center enables our broker partners and policyholders to lodge claims online, as well as track the progress of a claim in a fast and easy way. Accident & Health Insurance and Travel Insurance claims* can be submitted 24/7 through www.chubbclaims.com

*Policies: Leisure Travel, Personal Accident, Critical Illness, Hospitalisation etc.

Claim Submission Procedure - for Auto Insurance*

  1. Try to create an initial documentation by safekeeping evidence or taking photos of the damage as soon as the incident occurs.
  2. Report every incident within no later than 5x24 hours after the loss occurs. Reporting can be made by telephone to our 24-Hour Customer Care Hotline at 1500 257, or by e-mail to contact.id@chubb.com, or through the Chubb Mobile Assistance app, or by visiting our:
    • head office, or
    • claims office: Jl. Mangga Dua Raya, Komp. Ruko Grand Boutique Centre Blok E No. 2-4 Jakarta 14430, Indonesia, or
    • closest office in your city, or
    • workshop partners that we have appointed as a Location for Claim Services (CSP), in various areas.

  1. After the report is made in verbal, follow up as soon as practicable in writing, including in the event of third party claims.
  2. Fill out the motor vehicle insurance claim form, complete the supporting documents and provide chronological order of the incident.
  3. Chubb surveyors will contact you to set the time and place of survey.
  4. You must not modify or replace any damage or third-party properties without prior written consent from Chubb.
  5. If the filing party is not the Insured or the name stated in the policy, for the purpose claim filing must attach a Power of Attorney signed by the Insured.
  6. Provide accurate and truthful information about the loss occurring.
  7. If a vehicle is stolen or lost, a loss report must first be made to the local police.

*Coverage guarantee shall apply in accordance with the Indonesian Motor Vehicle Insurance Police you hold.

Supporting Evidence for Partial Loss Claim

  1. Claim Form completed in full.
  2. Copy of Motor Vehicle Insurance Policy.
  3. Copy of Driver’s License of the driver and ID Card of the Insured, according to the name stated in the Vehicle Registration/STNK.
  4. Copy of the Vehicle’s Registration/STNK.
  5. Certification Letter from the local police, stating whether the loss suffered is due to a criminal act committed by another person.
  6. If the loss incident causes any third party loss, the following complete documents must be submitted:
    • A Letter of Statement on compensation claim from the third party
    • Letter of Statement of no insurance
    • Police report to the local police
    • Copy of third party SIM an STNK
    • Photos of damaged Third Party vehicle
    • Other documents relevant with the Third Party

Supporting Evidence for Total Loss Insurance Claim

  1. Original Motor Vehicle Insurance Policy.
  2. Original Vehicle Ownership Evidence (BPKB), Vehicle Registration (STNK), and Invoice.
  3. Original & spare ignition keys.
  4. Copy of the Insured’s ID Card, according to the name stated in the STNK.
  5. Copy of Driver’s Driving License
  6. 2 (two) duplicates of blank receipt plus 1 (one) duplicate with stamp duty.
  7. Original Police report.
  8. Documentations required in accordance with applicable regulations motor vehicles of diplomatic or international agencies.
  9. Original KIR book for vehicles subject to mandatory KIR.
  10. Police investigation report (BAP)
  11. Certificate from Regional Police (Head of Investigation Directorate/General Crime Office).
  12. Certification on STNK freezing from the local DMV.
  13. Subrogation/property transfer letter.

Supporting Evidence for Loss of More Than 75% of Actual Price (Constructive Total Loss)

  1. Original Motor Vehicle Insurance Policy.
  2. Documents similar to Total Loss/Damage Claim above, except documents in points 10 and 11.
  3. Letter of estimated loss from the workshop.

Police Report Required for Claim as follows

  1. Loss claim due to theft, both vehicle or standard/non-standard accessories.
  2. When involving a third party.
  3. Loss/damage due to other people’s criminal act (Malicious Damage).
  4. If the vehicle sustained total damage due to accident.

Claim Submission Procedure - for insurance products other than Auto Insurance

  1. Report every incident within no later than 3x24 hours (or any other time period in accordance with policy provision) upon the occurrence of loss. Reporting can be made by telephone to our 24-Hour Customer Care Hotline at 1500 257, or by e-mail to contact.id@chubb.com, or through the Chubb Mobile Assistance app, or by visiting our:
    • head office, or
    • claims service office: Jl. Mangga Dua Raya, Komp. Ruko Grand Boutique Centre Blok E No. 2-4 Jakarta 14430, Indonesia, or
    • closest office in your city.

        1. After making a verbal report, please immediately file a written claim report including when there is a Third Party claim.
        2. Completing the claim form according to the coverage held, completing supporting documents and providing chronological order of the incident.
        3. Chubb’s claim officer will contact you for further process.