What is Proteksi?

Proteksi is insurance to protect the policy holder’s assets such as life, finances, health, or others from various kinds of risks. Through Proteksi, risks that may befall the asset will be borne by the Proteksi service provider through an agreement called a policy. If the risk occurs while the policy is still active, the insurer will pay compensation to the policy holder.

Can I buy insurance through Proteksi in the Jenius application?

Yes. Just open the Jenius application, select Wealth in the bottom navigation of the screen, then select the Insurance menu to start protecting your future.

Is the list of product on the Proteksi feature a BTPN Bank product?

No. The Proteksi insurance products available in the Jenius application are insurance products available through Jenius’ collaboration with selected Proteksi partners.

What should I do to have Proteksi in Jenius?

First, you must have an active Jenius account.
Second, you must meet the age requirements to become a Proteksi participant.

What are the benefits of having Proteksi at Jenius?

Buying insurance through Proteksi at Jenius is simpler!
Starting from the practicality of having protection because you only need to provide the full name of the heir.
Affordable premiums, practical application process, and easy to monitor policy issuance via the application.
And last but not least, a clear and detailed claim information right in the Jenius application.

Are there any risks when having Proteksi?

Yes. There is a risk that the Insured’s claim will be rejected because it falls within an exception in the Policy. Therefore, make sure that your condition as the Insured does not fall within the Policy exceptions.

What is a Proteksi partner?

Proteksi Partners are insurance service providers who have collaborated with Bank BTPN to become Proteksi partners via the Jenius application. In selecting Proteksi partners, Bank BTPN has a strict due diligence process to select partners who are trusted and have good performance.

What are my obligations as a prospective policyholder?

Your obligations are:

• Make sure you fill in the Proteksi Application data completely and accurately.
• Read and understand both Personal and General version of the Product and Service Information Summary (RIPLAY) before signing.
• Pay the premium or contribution as a lump sum before the policy is issued.

How do I have Proteksi on Jenius?

Before having Proteksi, make sure you already have a Jenius account and have updated your personal data. If so, you can immediately apply for protection. The application is easy, just provide the additional data required (such as heirs or so on), then agree to the terms and conditions.

What protection plan options are available at Jenius?

There are 3 plans that you can choose with affordable premiums:

• Silver
• Gold
• Platinum

Starting from IDR 65,143/year, you can get protection benefits for up to 12 months at a time. Prices can change at any time according to the provisions of the Proteksi provider.

How long is the protection period valid at Jenius?

The validity period of Proteksi at Jenius is 12 months.

How long does the process take to purchase Proteksi at Jenius?

The Proteksi purchasing process at Jenius takes a maximum of two working days after the application is successfully sent.

Can I buy or pay for Proteksi monthly?

In the Jenius application, the Proteksi product available is Proteksi which has a protection period of 12 months. So, monthly payments or purchases of Proteksi are not available now.

What should I do if my age is said to be ineligible, even though I am still within the age range required for the insured?

If this happens, you can update your data first via the Edit Profile feature in the Jenius application. Then, you can double-check the recap page to ensure that your data matches your actual data.

Can I buy Proteksi for my family or other people?

In the Jenius application, the Proteksi product available is Proteksi which is intended for Jenius account holders themselves. So, payment or purchase of Proteksi for other people is not available now.

What methods can I use to pay premiums?

You can use Jenius Active Balance to pay premiums easily and practically.

Who is entitled to receive Proteksi benefits if the Insured dies?

Those entitled to receive Proteksi benefits if the Insured dies are the Heirs who have been named in the Proteksi purchase process.

What should I do if the data that appears on the Proteksi recap/purchase confirmation page does not match my actual data?

If this happens, you can update your data first via the Edit Profile feature in the Jenius application. Then, you can double-check the recap page to make sure that your data is in accordance with your actual data.

What if I send incorrect data while I’m purchasing Proteksi?

If this happens, you should immediately contact the call center or email partner of the relevant Proteksi provider. Partner contact information is listed on the Proteksi Details page. You can mention the problems you are facing and ask the Proteksi provider partner to provide changes to the data you sent.

Can I repurchase Proteksi even if my Proteksi application is rejected in the Jenius application?

You can confirm further information about rejection or re-application for Proteksi directly by contacting the call center or email of the relevant Proteksi provider partner. Partner contact information is listed on the Proteksi Details page.

Can I have multiple policies in the Jenius application at the same time?

Yes, if the policy comes from different protection provider partners.

If I have purchased a policy on a platform outside the Jenius application, can I still purchase a similar product on the Jenius application?

Purchases can be made if you still meet the requirements as a prospective Proteksi participant.

If I succeed in getting a policy through the Jenius application, will my heirs be informed about the existence of the policy and how to claim it?

You should tell your heirs information regarding the terms and conditions of the policy you have purchased.

How long does the policy issuance process take?

The policy issuance process takes a maximum of two working days after the application is successfully sent.

Why hasn’t my policy been issued after 2 working days?

If this happens, you can inform Jenius about this. Jenius will immediately carry out checks and escalate to the relevant Proteksi provider partners.

If my policy issuance is declared unsuccessful, where should I make a complaint?

Complaints can be made via Jenius Help or by contacting the Proteksi provider directly. Partner contact information is listed on the Proteksi Details page.

Why haven’t I received a policy email, even though my policy has already been issued?

If this happens, you should immediately contact the relevant Proteksi provider partner. Partner contact information is listed on the Proteksi Details page. You can mention the problems you are facing and ask the Proteksi provider partner to immediately send the policy to your email.

Will I receive a hard copy of the policy?

Currently the protection available at Jenius is micro insurance with an online policy facility to make it easier for you to access the policy. Therefore, hard copies of the policy will not be sent.

Where can I download my policy?

You can download your policy from the email sent by the partner to your registered email when you open a Jenius account.

How do I monitor the protection I have in the Jenius application?

Just open the Insurance menu from the bottom navigation of the Wealth screen in the Jenius application, and select the Proteksi product to open Proteksi Details.

Can I access my policy via the partner’s application?

You can confirm this policy with your respective Protection provider partner.

What is meant by active period and free period?

The active period is the validity period of the policy. The free period is the period when the policy holder has a deadline to pay the policy renewal premium. The free period starts from the premium due date. The number of days for the free period can vary, depending on the Proteksi provider.

Will I receive notification when the policy reaches its expiration date or nears the end of its active period?

Yes, you will receive a notification when the policy reaches its expiration date or approaches the end of its active period. You can check the policy status in the application.

Can I cancel my policy?

Generally, you cannot cancel your policy until the protection period ends. However, there is a free look policy or cancellation facility after a certain number of days of purchase, depending on the Proteksi provider partner. You can contact the Proteksi provider partner via email or telephone to confirm the free look policy.

As a beneficiary, how do I check the status of the Insured’s claim?

The claim process will be carried out by the relevant Proteksi provider according to the specified time. You can confirm this by contacting the relevant Proteksi provider partner. Partner contact information is listed on the Proteksi Details page.

As an beneficiary, what account can I use to receive claims?

As a beneficiary, you can include what account number you have on the claim form page. You can confirm this by contacting the relevant Proteksi provider partner. Partner contact information is listed on the Proteksi Details page.

As a beneficiary, what documents do I need to prepare to claim benefits?

As a beneficiary, you will receive complete information regarding the documents required for the claim process in accordance with the method stated in the application. You can confirm this by contacting the relevant Proteksi provider partner. Partner contact information is listed on the Proteksi Details page.

What is Travel Protection (Zurich Travel Guard)?

Travel Protection is the name in the Jenius app for the insurance product provided by PT Zurich Asuransi Indonesia, Tbk.,namely Zurich Travel Guard.

What benefits are included in Travel Protection?

When the Travel Protection owner experiences an event covered by the policy, Zurich will provide compensation according to the policy. There are 5 main benefit categories:
1. Compensation for Trip Delay: for delayed or misdirected departures
2. Compensation for Baggage Delay: for delayed or misdirected baggage
3. Protection for Personal Belongings: if personal items are lost, destroyed, or damaged during travel
4. Personal Accident Protection: benefits if you experience a travel accident resulting in permanent disability or death
5. Other Main Benefits: comprehensive protection from other travel risks that can be seen in the policy.

Complete details of each benefit can be found in the Insurance Terms.

How is Travel Protection different from other insurance products?

Travel Protection has several differences and advantages compared to other insurance products:
1. Policy types according to needs: Protections available for round-trip, one-way, and annual travel
2. Integrated with the Jenius app: View all information, benefit details, purchase applications, and monitor policies from just one app
3. Comprehensive coverage: Zurich Travel Guard offers complete benefits for delays, visa rejections, and more
4. Flexible: Buy protection for yourself or others.

How does Travel Protection work or what is its mechanism?

After entering travel details and paying the premium, you will become the main policyholder of Zurich Travel Guard, and the policy will be sent to your email as well as the emails of others you register. In that policy, you can check insurance details ranging from premiums, benefits, terms and conditions, to exclusions.

If an event covered by the policy occurs during the coverage period, you or your beneficiaries can file a claim within 90 days.

What are the advantages of buying Travel Protection?

Advantages include:
1. Comprehensive protection: Covering various travel risks from cancellation to medical emergencies
2. Flexible policy options: Choose protections for round-trip, one-way, and annual travel
3. Cashless benefits: Enjoy the convenience of medical payment and emergency evacuation through Zurich Assist
4. Easy monitoring: View all information and transaction status via the Jenius app
5. Foreign currency preparation: If Jenius has foreign currency for your travel destination, you will receive an offer to prepare that currency to make your trip smoother

Are there any risks when buying Travel Protection?

There is a risk that claims will be rejected if the incident experienced is included in the policy exclusion list or if travel is conducted to prohibited countries.

Make sure to read the terms and conditions and exclusions in the policy.

What are the exclusions of Travel Protection?

The exclusions include:
1. Travel from, to, or through prohibited countries such as Afghanistan, Iraq, Iran, Liberia, Libya, Mali, Syria, Somalia, Sudan, and countries in Travel Warnings
2. Pre-existing medical conditions that may cause trip cancellation
3. Claims filed more than 90 days from the date of incident

What are my obligations as a Travel Protection participant?

As a participant, your obligations include:
1. Data accuracy: Fill in application data completely and accurately to avoid policy cancellation
2. Health condition: Be medically fit for travel and have no previous knowledge of any medical circumstances that may cause cancellation
3. Premium payment: Pay the premium in full before the policy is issued
4. Travel compliance: Travel only according to the geographical area selected and stated in the policy

What are the requirements to become a Travel Protection participant before buying a policy?

You can purchase Travel Protection if you:
– Live, work, or reside long-term in Indonesia
– Have valid identity validation documents in Indonesia (KTP, KITAS, KITAP, long-term visit visa)
– Start your journey from Indonesia
– Travel to countries available in the policy, and are a maximum of 69 years old

More detailed requirements can be viewed in the Travel Protection page in the Jenius app.

Can travel starting from abroad be insured with Travel Protection?

No, the travel that can be insured must start from Indonesia.

Can I buy Travel Protection for travel duration of more than 365 (three hundred sixty-five) days in 1 policy?

No, the maximum duration that can be covered in 1 policy is 365 (three hundred sixty-five) days.

What are the prohibited countries not covered by Travel Protection?

Any travel from, to, or through Afghanistan, Iraq, Iran, Liberia, Libya, Mali, Syria, Somalia or Sudan, and other countries included in Travel Warnings are not covered.

Are there any health requirements or medical checkups needed? There are no specific medical examinations, but you must be medically fit for travel and must not know of any circumstances that may cause trip cancellation or disruption.

What should I do when my age is said not to meet the requirements, even though I am still within the insured age requirement range?

If that happens, you can update your information first through the Edit Profile feature in the Jenius app.

Once you’re done, check the page again to make sure your age is correctly updated.

If it’s still incorrect, you can contact SMBCI Care by phone at 1500 365 or by email at [email protected].

Can I buy Protection for family or others?

Yes, you can buy Travel Protection for others such as family or friends, and you can register multiple people in one policy as long as they meet applicable requirements. You will become the main policyholder and the policy will be sent to your email as well as the emails of others you register.

If I already have Zurich Travel Guard elsewhere, can I still buy Zurich Travel Guard again in the Jenius app?

Yes, you can. However, if you have more than one Zurich Travel Guard policy for the same trip, you will only be covered and receive claim payment from one policy — the one with the highest benefit level.

If the benefit levels of your policies are the same, the claim payment will be made only for the policy number that is submitted first.

Can I transfer my policy to another person?

No, the policy will always be registered under the name of the policy holder who bought Travel Protection from the Jenius app, unless you specifically bought protection for someone else from the beginning of the purchase.

What types of travel can be protected by Travel Protection?

Zurich Travel Guard offers options for international travel from Indonesia or domestic travel within Indonesia, with 3 types of travel:
1. One-way trip
– Available specifically for international travel starting from Indonesia
– Protection ends 3 days after departure date
– Not available for domestic travel
2. Round-trip
– Protection for 2 trips departing to and returning from international destinations that starts from Indonesia, or departing to and returning from domestic destinations inside Indonesia
– Covering trips with maximum duration up to 365 days (ages 69 and below) and 60 days (ages 70 and above)
– Protection ends at the end of return date
3. Annual trip
– Protections for unlimited travel to 1 domestic or international destination
– Available for 1 person travel
– Unavailable for 70 year old applicants
– Covering trips with maximum duration of 90 days per trip
– Active for 365 days, one year since date of purchase

What Travel Protection plan options are available on Jenius?

Plans with different premiums are available for international trips:
– Basic: Affordable price with essential benefits
– Premiere: Premium price with higher benefits

Plans with different premiums are also available for domestic trips:
– Silver: Affordable price with essential benefits
– Gold: Premium price with higher benefits

In addition, Visa Protection is available as a separate product or as an add-on to Travel Protection, with three plan options:
– Basic: Affordable price with essential benefits
– Executive: Mid-range price with moderate benefits
– Premiere: Premium price with the highest benefits

Prices, benefit details, and more information can be found in the Insurance Terms and Conditions.

What are the differences between each Travel Protection plan?

Each plan has the same benefits as other plans in their respective destination categories (international or domestic), but with different prices according to needs and the amount of compensation provided.

Prices and compensation will vary based on
– Number of participants
– Travel duration
– Travel destination

Complete benefit details and prices can be checked in the Jenius app.

How are the benefit details for international travel?

Benefits provided for international Travel Protection are compensation for events such as
– Trip cancellation and changes
– Medical and other emergency expenses
– Travel expenses and other related costs
– Baggage and personal belongings guarantee
– Personal accidents
– Repatriation of remains and other related costs
– Other benefits

Complete benefit details can be checked in the Insurance Terms.

How are the benefit details for domestic travel?

Benefits provided for domestic Travel Protection are compensation for events such as
– Trip cancellation and changes
– Medical and other emergency expenses due to accidents
– Medical and other emergency expenses due to illness

Complete benefit details can be checked in the Insurance Terms.

How are the benefit details for visa protection?

Visa Protection provides compensation benefits if your visa application is rejected by the embassy or consulate of the destination country, and this benefit is available as a separate product or as an add-on to Travel Protection.

There are 3 plan options (Basic, Executive, and Premiere) with different compensation amounts, and complete benefit details and compensation amounts can be checked in the Insurance Terms.

What is a waiting period, and is there a waiting period for Travel Protection before coverage starts?

There is no waiting period for Travel Protection. Protection will immediately begin according to the date stated in the policy or according to the provisions in the policy.

– For Trip Cancellation and Change benefits, protection begins from the policy issuance date
– For other benefits, protection begins when the Insured leaves home to start the journey

How to buy Travel Protection through the Jenius app?

To find Travel Protection in the Jenius app:
1. On the Home page, open the Wealth page from the bottom navigation
2. On the Wealth page, select the Insurance menu
3. Scroll to the Travel Protection area and select View Details
4. On the product detail page, you can browse information about insurance benefits, membership requirements, terms and conditions, and other information

To purchase:
1. On the product detail page, tap Buy
2. Select international travel and fill in the form according to travel details such as destination country, travel type (one-way, round-trip, annual), departure date (with return date if choosing round-trip travel), number of people (maximum 10 people), promo code if available, then tap Next
3. Choose a plan that suits your needs and add Visa Protection if needed, then tap Next
4. On the Enter Insured Info page, select Yes if you are joining the trip, or No if you are buying protection for others
5. Enter all Insured data (Protection participants) if required, such as passport number, first name according to passport, last name according to passport, date of birth, gender, and email (optional), then tap Save
6. Make sure all info is correct before tapping Next
7. On the terms and conditions page, read all documents, agree to the statement, then tap Confirm
8. Make sure all information is correct, then tap Buy Protection
9. Enter password then send application

Active Balance will be debited for the selected premium amount, and the policy will be issued within a maximum of 2 working days after Zurich approves your application.

How to buy Travel Protection through the Jenius app?

To find Travel Protection in the Jenius app:
1. On the Home page, open the Wealth page from the bottom navigation
2. On the Wealth page, select the Insurance menu
3. Scroll to the Travel Protection area and select View Details
4. On the product detail page, you can browse information about insurance benefits, membership requirements, terms and conditions, and other information

To purchase:
1. On the product detail page, tap Buy
2. Select domestic travel and fill in the form according to travel details such as type of travel (round-trip or annual), departure date (with return date if choosing round-trip travel), number of people (maximum 10 people), promo code if available, then tap Next
3. Choose a plan that suits your needs, then tap Next
4. On the Enter Insured Info page, select Yes if you are joining the trip, or No if you are buying protection for others
5. Enter all Insured data (Protection participants) if required, such as full name according to ID card, date of birth, gender, email (optional), and ID card number (enter parent’s ID card or family card number if you don’t have one yet), then tap Save
6. Make sure all info is correct before tapping Next
7. On the terms and conditions page, read all documents, agree to the statement, then tap Confirm
8. Make sure all information is correct, then tap Buy Protection
9. Enter password then send application

Active Balance will be debited for the selected premium amount, and the policy will be issued within a maximum of 2 working days after Zurich approves your application.

How long is the validity period of Travel Protection on Jenius?

The validity period depends on the type of trip selected:
– One-way trip: 3 calendar days after the departure date
– Round trip: Until the end of the return date
– Annual plan: 1 calendar year from the date of purchase

What should I do if the data that appears on the recap/purchase confirmation page for Travel Protection does not match my actual data?

If that happens, you can update your information first through the Edit Profile feature in the Jenius app.

Once you’re done, you can restart the Travel Protection form and make sure your information is correct on the purchase confirmation page.

What if I send wrong data when I’m buying Travel Protection?

If this happens, you can immediately contact Zurich by phone at 1500 456 or email [email protected]

Mention the problems you face so Zurich can immediately serve the data changes you need. If you are asked to provide a policy number, you can:
1. Open the Wealth page from the bottom navigation menu
2. Select the Insurance menu, find the Travel Protection box, and tap that box to see the policy number in the Protection Details page.

What if I want to update my data in Travel Protection, such as changing my name, phone number, email, or beneficiary name?

You can contact Zurich by phone at 1500 456 or email [email protected] and request the data changes you want.

If you are asked to provide a policy number, you can open the Wealth page from the bottom navigation menu, select the Insurance menu, find the Travel Protection box, and tap that box to see the policy number in the Protection Details page.

Can I buy Protection again even though my Protection application was rejected in the Jenius app?

You can tap Repurchase Plan if the button is available on the Protection Details page that appears after you tap the Travel Protection box

You can also confirm rejection info or policy repurchase by contacting Zurich by phone at 1500 456 or email [email protected].

What method can I use to pay premiums?

You can use Jenius Active Balance to pay premiums easily and practically.

Will I get a notification if my purchase is declared successful or failed?

Yes, if the insurance purchase application is rejected, you will get a notification from the Jenius app.

How long is the Protection purchase process on Jenius?

Travel Protection purchase process on Jenius takes a maximum of two working days after the application is successfully sent.

Can I have multiple policies in the Jenius app at the same time?

For Travel Protection, you can have multiple policies at the same time in the Jenius app, but for other Protection products, you can only have one active policy at the same time.

Can I pay premiums monthly?

No, currently only premium payments for one policy directly are available, and payments are made when purchase transactions occur.

If my purchase fails, where should I make a complaint?

You can contact SMBCI Care by phone at 1500 365 or email [email protected], and you can also contact Zurich at 1500 456 or email [email protected].

If I buy Travel Protection on Jenius, will others registered be informed about the purchase?

Yes, the policy will be sent to your email as the main policyholder as well as the emails of others you register in the policy.

Can I cancel the policy purchase while it’s still being processed?

No, participants cannot cancel insurance while it’s still being processed.

How long is the policy issuance process after successful purchase?

The policy will be issued no later than 2 working days and will be sent to the email registered on Jenius, and you will get a notification if the policy is successfully issued.

Why hasn’t my policy been issued after 2 working days?

If this happens, you can inform SMBCI Care by phone at 1500 365 or email [email protected] for escalation assistance to partners.

You can also contact Zurich at 1500 456 or email [email protected] for direct info from Zurich.

If my policy issuance is declared failed, where should I make a complaint?

You can contact SMBCI Care by phone at 1500 365 or email [email protected], and you can also contact Zurich at 1500 456 or email [email protected].

Why haven’t I received the policy in my email, even though the policy has been declared issued?

If this happens, you can contact Zurich by phone at 1500 456 or email [email protected]

If you are asked to provide a policy number, you can open the Wealth page from the bottom navigation menu, select the Insurance menu, find the Travel Protection box, and tap that box to see the policy number in the Protection Details page.

Will I get a hard copy of the policy?

No, Zurich Travel Guard is a digital insurance product so it’s not possible to send hard copies, and the policy is only a soft copy document that will be sent to the email registered on Jenius.

Where can I download my policy?

The policy will be sent and can be downloaded via the email registered on the Jenius app.

How to monitor the policy through the Jenius app?

1. On the Home page, select Wealth from the bottom navigation menu
2. On the Wealth page, click the Insurance menu
3. Scroll to the Travel Protection area and tap the box with insurance product

You can see all detailed insurance information including active period, policy number, benefits, insurance exclusions, and other info on the Protection Details page.

Can I access my policy through the partner’s app?

You can confirm this directly with Zurich by phone at 1500 456 or email [email protected].

What is meant by active period and grace period?

Active period is the policy validity period, and grace period is the period when the policyholder gets a deadline to pay the policy renewal premium. The grace period starts from the premium due date, and the number of days for the grace period can vary depending on the Protection provider.

How long is the active period of the Zurich Travel Guard policy?

The membership or coverage period of the Zurich Travel Guard policy you buy on the Jenius app depends on the policy you choose.

Is the policy automatically renewed or do I need to manually repurchase?

After the policy becomes inactive, you need to manually repurchase the policy.

Can I renew if the active policy period has ended?

Yes, you can make a repurchase when the active policy period has ended.

Can I cancel my policy?

As long as you haven’t submitted a claim, you can cancel your policy while it’s still within the free look period.

You can contact Zurich by phone at 1500 456 or by email at [email protected]
to confirm the policy terms.

If an event occurs that may result in a claim, what is the maximum time I have to report it to Zurich?

The Main Policyholder or Beneficiary must notify PT Zurich Asuransi Indonesia Tbk in writing no later than 30 calendar days from the date of the event that gives rise to a claim.

Who is entitled to receive benefits if the participant dies?

If a claimable event occurs and the partner has approved the compensation, the policyholder is entitled to receive the benefit.

Specifically for death benefits under the policy, the Beneficiary designated by the participant at the time of purchasing Travel Protection will be the one entitled to receive the benefit.

If I am a beneficiary or heir, how do I file a claim that the participant has died?

First, the Beneficiary or Heir must notify PT Zurich Asuransi Indonesia Tbk in writing no later than 30 calendar days from the occurrence of the claimable event.

Then, prepare claim documents including
– Detailed chronology
– Claim form (can be downloaded through the Jenius app)
– Photos of tickets, itinerary and boarding pass
– Copy of passport or ID card
– Copy of policy
– Certificate from authorized parties

Next, send a claim email containing chronology, claim documents, claim form, policy number, and supporting evidence to [email protected].

You can also contact Zurich Care at 1500 456 for more complete info regarding claim procedures, with claim payment to be made maximum 30 calendar days after claim payment approval information from Zurich.

If I am a beneficiary or heir, how do I check the status of claims made to Zurich?

Claim status can be confirmed through partners directly, and you can contact Zurich by phone at 1500 456 or email [email protected] to confirm your claim status.

If I am a beneficiary or heir, what account can I use to receive claims?

As a beneficiary, you can include any account number you have on the claim form page, and this form will be provided by Zurich when you file a claim.