FAQ

Claim

The claim process will be completed within a maximum of 14 working days from the date when all required documents are received. You can contact Customer Service at (021) 26508300 or (021) 50609999 (operational hours: Monday to Friday from 08:00 to 17:00), or through WhatsApp Chat at 08812341088, or via email at cs@msiglife.co.id

You can check the status of your claim submission through the VEGA application by following the steps below:

  • Select the 'Claim' menu
  • Then, click on 'Claim Submission'

Alternatively, you can contact Customer Service at (021) 26508300 or (021) 50609999 (operational hours: Monday to Friday from 08:00 to 17:00), or through WhatsApp Chat at 08812341088, or via email at cs@msiglife.co.id.

The payment details will be sent to the policyholder's registered email address in the system, so please ensure that your email address is always active.

For more information, please contact Customer Service at (021) 26508300 or (021) 50609999 (operational hours: Monday to Friday from 08:00 to 17:00), or through WhatsApp Chat at 08812341088, or via email at cs@msiglife.co.id.

We are committed to providing protection and paying claims in accordance with the terms and conditions outlined in the policy. There are several reasons why a claim may be denied. Here are the reasons why your claim may not have been approved:

  • The claim submission did not meet the terms and conditions specified in the policy.
  • The claim submission falls under one of the exclusions listed in the policy.
  • The claim submission exceeded the specified time limit. Therefore, make sure to submit your claim documents promptly once the requirements have been met.

For more information, please contact Sinarmas MSIG Life Customer Care at (021) 26508300 or (021) 50609999 (operational hours: Monday to Friday from 08:00 to 17:00), or through WhatsApp Chat at 08812341088, or via email at cs@msiglife.co.id.

This is a condition in which you already have symptoms, complaints, illnesses, or a history of certain diseases, whether known or unknown, at the time you enroll with the insurance company.

Policyholder Services

Policy changes can be made by submitting a request to the insurer, filling out and completing the necessary documents in accordance with the desired policy changes.

You can quickly and easily access comprehensive policy information through the VEGA application.

Download the VEGA application from Sinarmas MSIG Life via the Play Store for Android devices or the App Store for iOS devices. Search for 'VEGA' and download the application following the instructions. Complete registration instructions for the VEGA application can be found at this link https://bit.ly/BisaDiVegaIND.

To keep your policy active, you must make ongoing premium payments as specified in the premium payment method and schedule outlined in the SPAJ (Insurance Policy Application Form). Late premium payments can result in the policy becoming inactive.

As long as there are provisions regarding policy reinstatement, you can submit a Policy Activation/Reinstatement request(*) by:

  • Completing the Insurance Policy Reinstatement Form, Health Statement Form, and Change of Insured Form, signed by the Policyholder and Insured (if different).
  • Providing valid copies of the Policyholder's and Insured's (if different) identification.
  • Undergoing a health examination (if required).
  • Providing any other required documents.

If your policy booklet or health insurance card is lost or damaged, we can reprint a duplicate policy or card for a reprint fee of Rp250,000 for the policy booklet and Rp12,500 for the health insurance card. The reprint fee can be transferred to the policy's virtual account through Bank Sinarmas.

The required documentation includes:

  • Completing the Duplicate Policy and Medical Card Printing Form, signed by the Policyholder.
  • A statement of loss from the policyholder, in free format, and signed on a Rp10,000 stamp.
  • Valid copies of the policyholder's identification.
  • Copies of the payment proof for the policy/card reprint fee.

PREMIUM PAYMENT

The premium must be paid before or on the premium due date as per the specified payment period in the Policy.

The policyholder will receive notifications via WhatsApp and/or email regarding premium payments received by the insurer.

The premium payment method can be changed by requesting a policy change, filling out the necessary forms, and providing the required documents as per the respective policy's provisions.

The grace period for premium payment is determined by the provisions of each policy and starts from the premium due date. If the premium is not paid by the end of the grace period, the policy will lapse, unless the policy has sufficient cash value.

The grace period, also known as the grace period, is the period of time after the premium due date during which premium payments can still be made without incurring penalties. During the grace period, the policy remains in force.

VEGA

VEGA is a digital application from Sinarmas MSIG Life designed for individual customers to help them manage their insurance policies more easily, quickly, securely, and conveniently. VEGA serves as a virtual personal assistant, providing ease of access to policy information, financial transactions, and healthcare services information all in one platform that is accessible 24/7.

You can find complete information about the VEGA application here: https://bit.ly/BisaDiVegaIND

Registration for VEGA can be done by scanning the QR Code on your policy or by entering your ID card number/policy number and the policyholder's date of birth. Complete information on how to register for VEGA can be found here: https://bit.ly/BisaDiVegaIND.

VEGA features include:

  1. General information
  2. Policy transaction information
  3. Information about the nearest network hospitals
  4. Claim submission status information
  5. You can find complete information about the features available in the VEGA application here: https://bit.ly/BisaDiVegaIND.

If you encounter any issues while using the VEGA application, please contact Customer Care at (021) 26508300 or (021) 50609999 (operational hours: Monday to Friday from 08:00 to 17:00), or through WhatsApp Chat at 08812341088, or via email at cs@msiglife.co.id.

AJSM