Protection Products on MyTelkomsel

A range of protection products offered when you purchase certain data packages on MyTelkomsel App, or you can directly activate it on the Insurance page. Various types of protection are available, such as screen protection, gadget protection, travel protection, accident protection, and digital security protection.

You can find various types of protection, such as screen protection, gadget protection, personal accident protection, digital security protection, travel protection, and more. Some products can be selected directly on MyTelkomsel, while others are subject to the rules of each partner. All of these products are official and can be used according to your needs.

Protection products are provided by Sequis, Great Eastern, and Malacca Trust. Digital distribution and claims are handled by PT Solusitama Tekno Broker Asuransi (Igloo), an official broker supervised by the Financial Services Authority (OJK).

These products are offered in 2 ways:

• As an add-on when purchasing certain data packages, or
• Activate directly on the Insurance page to purchase the protection-only product without a data package.

No. Each customer will see different offers and prices, depending on the package they purchase and their needs.

Yes, but you can only have one active policy for the same product during the same period. For example, you cannot have two Phone Screen Protection policies active at the same time, but you can have Phone Screen and Cyber Protection policies simultaneously.

No. The protection is a one-time purchase and won't be renewed automatically.

No. Once you select protection when purchasing a package, the policy will be activated immediately without any additional forms.

The protection can be cancelled within 3 hours of purchase, as long as a claim has not been filed. Contact Telkomsel Customer Service or Igloo for assistance.

Log in to the MyTelkomsel App → “Finance” menu → “My Insurance” → select a product → click “View E-Policy” to view your digital policy details.

Only certain protection products will appear in the Insurance Hub menu. If you don't find your policy there, it likely doesn't support this feature. For detailed information, contact Telkomsel customer service.

No. The offer only appears on certain packages specified by Telkomsel.

No. The system automatically activates protection without the need for additional forms or activation.

Check the status on the "Insurance" page and select your policy. If it says "Active," then the policy is valid.

• Log in to the MyTelkomsel App.
• Go to the "Finance" menu > "My Insurance" > "Insurance Hub."
• Select a policy > click "Claim" → you will be directed to the partner page (Igloo).
• Fill out the claim form and upload documents.

Yes. Only the purchaser can submit a claim. Our protection partner will verify their identity.

It depends on the product type, but generally includes ID card, proof of damage, chronology of events, and other supporting documents.

You will receive a notification. Documents must be completed within 7 calendar days, otherwise the claim will be considered expired.

1–3 business days for document assessment. If approved, funds will be disbursed within the next 1–3 business days.

Claim results will be sent via in-app notification and email. If approved, funds will be transferred to your account. If rejected, please provide a reason.

1. Definitions
   1. "Insurance Product" means an additional protection product in the form of insurance offered when you purchase certain products through the MyTelkomsel application, which is available in various types of protection, such as screen, gadget, travel, accident, and digital security.
   2. "Application" means the MyTelkomsel mobile application available on the App Store or Google Play, including all its modified versions.
   3. "You" or "Customer" means the user of the Application and the user of this Product.
   4. "Insured" means the Customer who has purchased the Insurance Product and has entered into an insurance coverage agreement or is a party to the Insurance Product policy.
   5. "Broker Partner" means a company engaged in digital insurance brokerage in accordance with OJK or other authorized agency permits and provides insurance brokerage services in collaboration with various insurance companies.
   6. "Insurance Partner" means a company that provides Insurance Products in accordance with OJK or other authorized agency permits and provides insurance products through the Application.
2. General Provisions

   The offer and purchase of Insurance Products can be done either as an add-on with a main package purchase or as a stand-alone purchase within the Insurance feature in the Application. Telkomsel may adjust the variety of Insurance Product offers for each Customer according to their needs. Each Insurance Product has different types of coverage, procedures, and prices. Therefore, you should first read the respective provisions for each Insurance Product in the FAQ or in this Part II.

3. Payment
   1. For every purchase of an Insurance Product, the Customer will pay using the payment methods available in the Application and selected by the Customer.
   2. The Insurance Product and its policy will be active after the Customer has completed all payment obligations.
   3. The policy is identified by the Customer's mobile number used to log in to the Application at the time of purchase, so claims can only be submitted by the policyholder who was identified at the time of purchase.
4. Claim Submission Feature
   1. Customers can view their purchased Insurance Products on the Insurance menu available on the Application's home page.
   2. On the Insurance menu, Customers can see the details of their owned Insurance Product, benefits, policy document number, and the validity status of the policy.
   3. Claim submission is done by completing a claim form, providing personal data, and uploading soft copies of the documents required for each claim provision in the Insurance Product policy.
   4. The personal data required on the claim form includes: a. Name b. Email c. Photo of identification card d. Chronology of events e. Others
   5. The number of claim submissions that can be approved for each policy is one (1) time within one (1) coverage period.
   6. The submitted claim form will be verified by the Broker Partner and the Insurance Partner within a timeframe in accordance with the provisions of each Insurance Product.
   7. The claim result will be sent via notification in the Application. If approved, the funds will be transferred to the Customer's account. If rejected, the notification will include the reason.
5. Refunds
   1. Insurance Products that have been purchased are generally non-cancellable and non-refundable, unless the user requests a cancellation within a maximum of three (3) hours after the transaction is successful and no claim has been made.
   2. The request must be submitted through Telkomsel Customer Service or the Broker Partner.
6. Disclaimer
   1. The Customer understands that Telkomsel provides the Application as an intermediary platform to provide supporting services for the registration, purchase, and payment processes of Insurance Products.
   2. The Insurance Product belongs entirely to the Broker Partner and the Insurance Partner, so the policy is a legal agreement made between the Customer and the Insurance Partner.
   3. The provision of the Insurance Product is the responsibility and authority of the Broker Partner and the Insurance Partner, and you release Telkomsel and/or its affiliates from any form of objection, liability, or claim arising from issues related to this Insurance Product.
7. Confidentiality Guarantee

   The confidentiality of your personal information is of the utmost importance to Telkomsel. Telkomsel will make its best efforts to protect and secure your data and personal information from unauthorized access, collection, processing, analysis, storage, disclosure, correction, and deletion.

   You are responsible for maintaining the confidentiality of your account details, including your username, password, email, and OTP with anyone, and you must always maintain and be responsible for the security of the device you use. Telkomsel is not responsible for the misuse of personal data caused by your negligence in the use of the Service.

8. Prohibitions

   During the use of this Insurance Product, you or any related third party are prohibited from using this Insurance Product for:

   1. Illegal activities and those that violate applicable laws.
   2. Use that violates the security or integrity of a network, computer or communication system, software application, or network or computing device.
   3. Other infringing activities, whether they can be proven factually or are indicative, as long as they are suspected of causing harm to Telkomsel or other parties.

Insurance Product Protection Summary

This section explains the description of each Insurance Product provided by the Insurance Partner (in this case acting as the "Insurer") and is binding on the User (in this case acting as the "Insured").

The Insurance Products currently available in the Application, which may be added at any time, are provided through the Broker Partner and consist of:

1. Mobile Screen Protection provided by PT Asuransi Umum SeaInsure ("SeaInsure") as the Insurer.
2. Gadget Protection provided by PT Great Eastern General Insurance ("Great Eastern") as the Insurer.
3. Cyber Protection provided by PT. Malacca Trust Wuwungan Insurance ("Malacca") as the Insurer.
4. Travel Protection provided by PT. Malacca Trust Wuwungan Insurance ("Malacca") as the Insurer.

The Insured understands that the Protection Summary below is a written agreement between the Insurer and the Insured regarding the implementation of each Insurance Product, from registration to claim submission. Claims can only be submitted by the Insured through the channels and procedures established by the Broker Partner. The verification and decision on the claim are the authority of the Insurer.

The Insured understands that the purchased Insurance Product cannot be canceled and the funds cannot be refunded, unless the user requests a cancellation within a maximum of three (3) hours after the transaction is successful and no claim has been made.

If the activation of the insurance product fails after a successful transaction, the user must report it to the available Customer Service. The activation process will be re-processed with a maximum resolution time of three (3) working days from the time the report is received.

The Insurer will inform you of any changes regarding the benefits, costs, risks, and terms and conditions of the product, if any, via a letter or other means in accordance with the applicable terms and conditions. The notification will be given at least 30 (thirty) working days before the changes take effect.

The claim procedure for each Insurance Product is generally as follows:

1. The Insured must submit the claim on the customer portal provided by the insurance broker as the claim submission medium.
2. The Insured can report the claim a maximum of 7 days after the date of the incident/loss.
3. The claim is submitted by completing the claim form and uploading soft copies of documents through the customer portal provided by the insurance broker.
4. The number of claim submissions that can be approved for the same IMEI Number, User ID, KTP Number, and Contract Number is one (1) time within one (1) coverage period.
5. Compensation will be paid to the Insured if the claim has been approved and all required claim documents and requirements have been met.
6. The maximum compensation is in accordance with the limits stated in this Protection Summary.
7. For the purpose of transferring the claim funds approved by the Insurer, the Insured needs to provide their bank account information through the customer portal provided by the insurance broker.
8. Compensation will be in the form of cash, transferred to the Insured's account in accordance with the approved guarantee.
9. Premium payments and loss compensation will be made in Rupiah currency.
10. If, during the claim submission, the Insurer identifies and can prove that there was a document forgery, the Insurer has the right to reject the submitted claim.

The Insurance Product protection will end in the following circumstances (whichever comes first): i. Exceeding the coverage period stated in the Protection Summary of each Insurance Product, or ii. An approved claim submission has occurred.

Customer service for each of these Insurance Products can be accessed through:

• Telkomsel
  • Call Center: 188
• Broker Partner
  • Email: id@iglooinsure.com
  • WhatsApp: 0877-6686-0381
  • Call Center: 021-5088-6381

More specific terms and the scope of each Insurance Product are explained in the following sections.

1. Protection Provisions
   1. This Mobile Screen Protection provides coverage for accidental physical damage that directly results in a cracked or broken screen. The incidents covered include sudden and unforeseen events such as dropping, slipping, collision, impact, or the device being run over.
   2. The Insurer will not cover mobile screens that were already damaged before the purchase of the Mobile Screen Protection.
   3. This coverage is for personal use only (Direct Customer) and cannot be sold or transferred to anyone else.
   4. The amount of compensation for a single claim incident and in aggregate for each single item during the coverage period will not exceed the summary of coverage as stated in the benefits above.
   5. Compensation will be paid after the entire claim submission process is completed in accordance with the claim provisions specified in the Protection Summary.
   6. The Insurance Protection will end in the following circumstances (whichever comes first):
      1. Exceeding the coverage period stated in the Protection Summary, or
      2. An approved claim submission has occurred.
2. Exclusions
   1. Depreciation due to fungus, insects, pests, or inherent defects in the electronic device or its parts or any repair, recovery, or maintenance process.
   2. Seizure, detention, nationalization, occupation, or intentional destruction by government, public, municipal, local, or customs authorities.
   3. Already covered by the product warranty (if any).
   4. Changes in temperature or environment and exposure.
   5. Weather conditions where the property (mobile screen) is left in the open or not fully covered.
   6. Manufacturing and factory testing processes.
   7. Correction of defective material, faulty workmanship, or faulty design.
   8. Defects, damage, or decay for which the manufacturer or fabricator is responsible.
   9. Damage due to climate, weather, pests, small animals, dust, rust.
   10. Loss or damage that occurs during the shipping period and process.
   11. Any loss that occurs before the coverage period begins.
   12. Any loss that occurs before the electronic device is received by the Insured.
   13. War and Hostilities, Invasion, acts of foreign enemies, Civil War, Rebellion, Revolution, Military Power or Coup d'état, or acts of Terrorism committed by a person acting on behalf of or existing in an organization.
   14. Ionization, radiation or contamination by radioactivity from nuclear waste, nuclear waste generated from the combustion of nuclear fuel, and subsequent loss, and for the purpose of this exclusion, the procedure for all independent nuclear fission processes.
   15. Nuclear weapons material.
   16. Related to or arising from or caused by intentional or negligent acts, malicious acts committed by the Insured, the Insured's spouse or wife or children, people ordered by the Insured, people working for the Insured, people with the knowledge or permission of the Insured, or people living with the Insured.
   17. Occurring for spare parts including but not limited to accessories or additional spare parts or there is no manufacturer's standard.
   18. The Insured is not entitled to receive compensation if the electronic device is lost:
       1. due to being stolen by a person known to them, their own family, friends, or employees of the Insured or Policy Holder, consultants, and hired contractors.
       2. due to fraud, embezzlement, hypnosis, negligence, carelessness, or recklessness of the Insured or a person trusted by the Insured.
       3. due to being intentionally damaged by the actions of the Insured themselves, their own family, Insured's employees, or other parties interested in this guarantee.
       4. due to being given or lent to another party.
       5. due to being confiscated, taken over or destroyed by authorities, including but not limited to customs and police and courts.
       6. as a result of malicious intent or crime of the Insured.
       7. without a certain and clear reason.
       8. due to vibrations caused by aircraft flying at supersonic speeds.
       9. due to War and Hostilities (declared or not).
       10. due to nuclear core reactions and all their consequences.
       11. lost without criminal action.
   19. Any form of business interruption.

1. Protection Provisions
   1. This Theft & Gadget Protection guarantees loss or damage to gadgets, such as functional damage caused by an accident or an unintentional and sudden incident due to falling, impact, being run over, damage from water, fire, explosion, lightning, and falling aircraft, including damage due to natural disasters (storms, hurricanes, tidal waves, earthquakes, volcanic eruptions, tsunamis).
   2. The Insurer will not cover Property (gadget) that was already in a damaged condition before the purchase of the Theft & Gadget Protection.
   3. This coverage is for personal use only (Direct Customer) and cannot be sold or transferred to anyone else.
   4. The amount of compensation for a single claim incident and in aggregate for each single item during the Insurance Period will not exceed the Summary of Coverage as stated in the benefits above.
   5. Compensation will be paid after the entire claim submission process is completed in accordance with the claim provisions specified in the Protection Summary.
2. Exclusions
   1. Excludes compensation for loss or damage, directly or indirectly, caused by an inherent defect of the insured object.
   2. Excludes compensation for loss or damage caused by a wrongful, intentional act.
   3. Excludes compensation for loss or damage caused by an electrical short circuit.
   4. Excludes compensation for loss if it is still under the manufacturer's warranty.
   5. Loss or damage as a direct or indirect result of war (whether declared or not), civil war, revolution, rebellion, popular uprising, or riots, labor strikes and the disturbances they cause, or terrorism.
   6. Loss or damage as a direct or indirect result of seizure, prosecution, confiscation, or destruction on the order of the Government or other government agencies, unless such actions are taken as a necessary part of fire extinguishing or evacuation.
   7. Loss or damage as a direct or indirect result of the wear and tear of the insured Property (gadget) or rust, fungus, deterioration, color change, or similar decline in condition due to the nature of the Property (gadget/electronic) itself, loss or damage caused by rats or destructive insects.
   8. Loss or damage as a direct or indirect result of the inherent bad quality of the insured Property (gadget), provided, however, that this exclusion does not apply to loss or damage caused by an inherent bad quality that cannot be detected by the Insured, Applicant, or other person who handles the insured Property (gadget) on behalf of the Insured even if they take all due precautions.
   9. Loss or damage caused by radioactive, explosive, or other hazardous properties of nuclear fuel (including used fuel) or anything that has been contaminated by such nuclear fuel (including fission products), including such loss or damage arising from an accident or accidents caused by such hazardous properties.
   10. Loss or damage caused directly or indirectly by the intentional violation or negligence of the Insured, Applicant, or Beneficiary, this provision will only apply to the portion of the compensation that the Beneficiary would otherwise receive.
   11. Loss or damage caused by the intentional violation of a family member of the Insured who lives in the same house as the Insured, provided that this provision does not apply if the intentional violation is committed without the intent for the Insured to obtain compensation.
   12. If the insured Property (gadget) is processed or worked on (not including repair), loss or damage that occurs after such processing or similar work has begun.
   13. Loss or damage as a result of incorrect operation or defective workmanship in the context of repairing, cleaning, or similar work on the insured Property (gadget), except for fire (not including heat) caused by it.
   14. Loss or damage as a result of electrical or mechanical damage to the insured Property (gadget), unless a fire (not including heat) arises from it or unless the damage is a result of an unforeseen event from the outside.
   15. Loss or damage caused by fraud or embezzlement.
   16. Loss or damage caused by the misplacement or mysterious disappearance of the insured Property (gadget).
   17. Damage arising from or caused by theft and/or things related to violence or forcible entry that are physically visible on the Property (gadget).

1. Protection Provisions
   1. This Cyber Protection provides compensation for financial losses arising directly from a cyber event that first occurred during the policy period and provides compensation to the customer for costs incurred directly from identity theft that first occurred during the policy period.
   2. Cyber Events include:
      1. The electronic theft of funds or assets from the Insured's personal account at a financial institution by an external party.
      2. A financial institution acting based on trust in a fraudulent electronic communication that was supposedly from the Insured but was not sent by the Insured.
   3. The Insured's action based on trust in a fraudulent electronic communication request that results in the transfer of funds or assets from the Insured's personal account at a financial institution to an external party's account.
   4. Fraudulent use or electronic transfer of funds stored in the Insured's personal digital wallet managed by an online merchant.
   5. Fraud through unauthorized online purchase transactions made by a third party and charged to the Insured's financial card.
   6. Financial losses include costs incurred for:
      1. Loss of funds from the Insured's personal account at a financial institution or from the Insured's digital wallet with an online merchant.
      2. Any related fees, penalties, or interest that the Insured has incurred that have been charged by a financial institution or online merchant.
      3. Financial card charges that the Insured has incurred, including any penalties or interest that have been charged by a financial institution.
   7. Financial losses do not include taxes, loss of tax benefits, or fines and penalties, which are imposed by legal provisions.
   8. Costs incurred directly from identity theft:
      1. Reasonable and necessary costs (including legal costs) that the Insured incurs, with our prior written consent.
      2. To correct or restore public official records after identity theft has occurred.
      3. To challenge the accuracy or completeness of consumer credit reports.
      4. To prepare for and attend an audit or hearing conducted by a government agency.
      5. To cancel or withdraw civil or criminal legal proceedings on the basis that the alleged responsibility lies with the identity thief and not the Insured.

         To remove a criminal or civil legal judgment that was wrongly imposed on the Insured.

   9. This coverage is for personal use only (Direct Customer) and cannot be sold or transferred to anyone else.
   10. The amount of compensation in a single claim incident does not exceed the summary of coverage as stated in the benefits above.
   11. Compensation will be paid after the entire claim submission process is completed in accordance with the claim provisions specified in the Protection Summary.
2. Exclusions
   1. Any loss arising from or due to abnormal or emergency circumstances as declared by the local authorities (whether physical or otherwise) or a mass cyber attack unless the Insured is required to prove that the loss occurred is not related to the abnormal conditions or circumstances.
   2. Any loss based on, arising from, or as a result of activities that the Insured performs for trading, business, or professional purposes, including any losses related to accounts at financial institutions used for trading, business, or professional purposes.
   3. Any loss based on, arising from, or as a result of confidence tricks involving a feigned intention towards the Insured, such as for romantic, investment, contract, loan, and similar purposes, which gain the Insured's trust or affection, and then use the good relationship to commit fraud.
   4. Any loss involving digital currency, virtual currency, or cryptocurrency that is not regulated in any kind of regulation.
   5. Any loss arising from or as a result of a dishonest, criminal, malicious, or fraudulent act if the Insured voluntarily participated in or ordered the act.
   6. Any loss arising from or as a result of power outages or telecommunication service disruptions run by a third-party service provider.
   7. Any loss based on, arising from, or as a result of a lost or stolen financial card.
   8. Any loss arising from or as a result of the Insured's voluntary act of disclosing any password or other security information to anyone who then commits or joins the Insured in identity theft, Online Merchant fraud, cyber event, cyber act, cyber extortion threat, cyberbullying, no delivery of goods, accidental damage, or theft.
   9. Call Center: 021-5088-6381.

1. Protection Provisions
   1. This Travel Protection provides coverage for an unexpected event such as an accident or inconvenience that may occur during travel, including: flight cancellation, flight delay, baggage delay, baggage loss, and missed connecting flights.
   2. Travel Protection is valid for travel by plane for a One-Way Trip on Domestic or International routes.
   3. This Travel Protection is valid for all citizens with a minimum age of 2 (two) years old and/or a maximum age of 65 (sixty-five) years old on the date of departure.
   4. For children under 18 years old, they must be accompanied by a family member or a person who has been given the authority to accompany the child during the trip.
   5. Travel Protection guarantees losses incurred by the Insured while on the plane and/or at the airport for a maximum of 6 (six) hours from the arrival or departure time.
   6. This coverage is for personal use only (Direct Customer) and cannot be sold or transferred to anyone else.
   7. The amount of compensation in a single claim incident during the coverage period will not exceed the summary of coverage as stated in the benefits above.
   8. Compensation will be paid after the entire claim submission process is completed in accordance with the claim provisions specified in the Protection Summary.
2. Exclusions
   1. Pre-existing conditions or congenital conditions.
   2. Any condition that is, or is a result of, or is a complication of a Human Deficiency Syndrome ('HIV') infection, any variant including Acquired Immune Deficiency Syndrome ('AIDS'), and AIDS-related complications ('ARC'), or opportunistic infections and/or malignant neoplasms (tumors) related to HIV, AIDS, or ARC.
   3. Any condition that is, is a result of, or is a complication of suicide or attempted suicide or intentional self-harm.
   4. Diseases or disorders of a psychological, mental, and nervous nature, including but not limited to insanity.
   5. Declared or undeclared war or acts of war, invasion, acts of foreign enemies, hostilities, civil war, rebellion, popular uprising, military power, or military coup.
   6. Loss, destruction, or damage to any property or any loss or cost arising from or any subsequent loss that directly or indirectly contributes to or arises from ionizing radiation or contamination by radioactivity from nuclear fuel or nuclear waste from the combustion of nuclear fuel.
   7. Any intentional or deliberate act committed by the Insured, whether conscious or unconscious, self-inflicted injury, suicide pact or agreement, or any attempt thereof, that provokes murder or assault.
   8. The Insured acting as a law enforcement officer, emergency medical personnel, or fire department, civil defense personnel, or military personnel of any country or international authority, whether full-time or as a volunteer.
   9. The Insured is involved in a flight, except as a commercial passenger on, boarding, and alighting from a fixed-wing aircraft provided and operated by a regularly scheduled airline or a private unscheduled charter company that has a legal license to provide regular transportation for commercial passengers, including helicopters operated only between existing commercial airports and/or licensed heliports.
   10. Unlawful acts (or negligence) by the Insured or the Insured's executors, administrators, legal heirs, or personal representatives.
   11. Loss caused directly or indirectly from actions taken by government authorities including expropriation, confiscation, destruction, and restriction.
   12. The Insured's negligence to check in according to the travel plan given to the Insured.
   13. A strike or industrial action that has already occurred on the date the Insured applies for coverage.
   14. The Insured's late arrival at the airport after check-in or boarding time (unless the late arrival is due to a strike or industrial action).
   15. Public transport service failure arising from a strike or industrial action that started or was announced before the trip began.
   16. Any delay that was notified to the Insured 24 (twenty-four) hours before the scheduled initial departure stated in the Insured's ticket or travel plan.