Terms and Conditions

Definition

1. Xtra Protection is an insurance program that provides additional coverage against the risk of unauthorized, or illegal electronic wallet transactions carried out through the takeover of the Insured's DANA account (account takeover) and/or phishing, loss of gadgets due to theft or robbery, and death due to accidents. This protection is provided by PT Solusiutama Tekno Broker Asuransi as Insurance Broker Partner and PT Victoria Insurance, Tbk (VINS) as Insurer with PT Espay Debit Indonesia Koe (“DANA”) as a sales intermediary platform in providing support services for processing registration, purchases, and payments. Further terms & conditions regarding Xtra Protection are listed in this Protection Summary.
2. The Insured is a party that uses DANA services and is registered as a participant in Xtra Protection Insurance and has agreed to all the terms and conditions of the insurance products offered as stated in the Insurance Policy Certificate.
3. The insurer is PT Victoria Insurance, Tbk (VINS), an general insurance company licensed and supervised by the OJK (Financial Services Authority).
4. The Insurance Broker Partner is PT Solusiutama Tekno Broker Insurance, as a company that cooperates with DANA to provide Xtra Protection and claim management channels on the DANA application with the support of technology provided by the Insurance Broker Partner, namely the Igloo platform.
5. Claim is the process of submitting for compensation by the Insured through the Insurance Broker Partner as a result of the occurrence of insured risks based on the terms and conditions set out in the Protection Summary.
6. The Protection Summary is a document issued by the Insurer and provided by the Insurance Broker Partner through the DANA application, which includes specific terms and conditions regarding the coverage/ guarantee of Xtra Protection.
7. The Terms and Conditions is a general reference for using the Xtra Protection. If there are differences between these Terms and Conditions with this Protection Summary, the term apply shall be the terms stipulated in the Protection Summary.

General Information

1. The Xtra Protection can only be used by registered individuals of the DANA application by purchasing the Xtra Protection and making protection payment through the DANA application.
2. The Insured understands and agrees that the services contained in Xtra Protection are provided by the Insurer. DANA only acts as an intermediary platform in providing supporting services to carry out the process of registering, purchasing, and paying for Xtra Protection which are provided by the Insurer.
3. The Insured understands and agrees that the Protection Summary is a written agreement between the Insurer and the Insured regarding the execution of Xtra Protection, including but not limited to terms and conditions, filing and claims process. The Insured hereby releases DANA and/or its affiliates from any objections, liabilities, claims, and/or lawsuits related to the terms of the Protection Summary.
4. The Insured, who has chosen to use the Xtra Protection, can only file claims to the Insurer through channels and procedures designated by the Insurance Broker Partner as informed in the Protection Summary.
5. The Insured understands and agrees that the process and decision of the claims is the authority of the Insurer. The Insured therefore releases DANA and/or its affiliates from any objections, liabilities, claims, and/or lawsuits in relation to such claim decisions.
6. The Insured understands and agrees that all coverage details for Xtra Protection are set out in the Protection Summary.
7. The Insured understands that it is their responsibility to study all the information about the Xtra Protection as listed in the Protection Summary.
8. The Insured understands that the purchase of this Xtra Protection cannot be cancelled and/or a refund requested for the protection fees that have been paid.
9. If at the time of claim submission the Insurance Broker Partner, and/or the Insurer identifies and can prove that document forgery has occurred, then the Insurance Broker Partner, and/or the Insurer has the right to reject the claim submitted by the Insured.
10. In the event the potential Insured successfully purchases Xtra Protection, the protection will automatically be activated and the such potential Insured will receive the Protection Summary in the DANA application.

Coverage Provisions

1. This Protection Summary provides protection against the risk of unauthorized, or illegal e-wallet transactions carried out by taking over the insured DANA account (account takeover) and/or phishing, loss of gadgets due to theft or burglary, and additional benefits if the insured dies due to an accident.
2. The coverage benefits begin from the time the Insured makes the purchase until 30 (thirty) days afterwards.
3. The protection fee cannot be refunded for any reason if the insurance transaction is successful.
4. The Insurer will not cover any losses incurred before the Insured purchases the Xtra Protection.
5. This protection is only for personal use, it cannot be sold and/or transferred to someone else. If there is violation against this clause, the Xtra Protection will be void and invalid.
6. This coverage can apply in the whole territory of the Republic of Indonesia.
7. The amount of compensation in one incident claim and as a whole (in aggregate) during the Coverage Period does not exceed the Coverage Benefit as stipulated above.
8. The compensation will be carried out after the entire claims process is completed in accordance with the Standard Operating Procedures (SOP) as specified by the Insurer.
9. Protection payment and compensation for losses are made using the Rupiah currency.
10. The Xtra Protection will end in the following circumstances (whichever comes first):
1. The lapse of the coverage period as stated in the Protection Summary; or
2. Claim has been paid maximum as per sum insured that stated in this Protection Summary.

Exclusions

1. Unauthorized, fraudulent, or illegal e-wallet transactions made by taking over the insured Dana account (ATO) or Phishing benefit, will be excluded if:
   1. Losses resulting from fraudulent acts, dishonest actions, or other criminal activities committed by the Insured, known persons, and/or family members of the Insured, whether acting alone or in collusion with others.
   2. Financial losses suffered by the Insured that can be recovered or compensated by other parties and/or other sources as stipulated in this Policy Summary.
   3. Intention to commit fraud or negligence was found.
   4. Voluntary disclosure of any security information to a third party who then conducts or colludes with the Insured in fraudulent acts, and/or performing fake insurance claims.
   5. Transactions occurring under unpredictable circumstances, including but not limited to natural disasters, nuclear risks, war, invasion, acts of foreign enemies, hostilities or operations resembling war, rebellion, civil war, insurrection, revolution, conspiracy, military power or usurped power, martial law, or states of emergency.
   6. The Insured does not download the DANA platform or application from legitimate sources. Examples of legitimate and trustworthy sources include, but are not limited to, App Store, Google Play Store, Huawei App Gallery, Vivo App Store, etc.
   7. The Insured accidentally and/or mistakenly transfers funds to another account.
   8. The Insured has made negligence in performing P2P transfers or third-party transfers that occur due to Insured own intentional or unintentional error or accident (example: mistyping phone number or bank account or other matters in relation to payment that is willfully performed by the Insured).
   9. Any loss caused by orders from any governmental authority of any form.
   10. Non-compliance with all terms and conditions provided by DANA and/or Insurer.
2. Death due to Accident Benefit, will be excluded if:
   1. Participating in air traffic, except as a legitimate passenger (holding an official ticket) on a passenger transport aircraft operated by an authorized airline.
   2. Boxing, wrestling, and all types of martial arts, rugby, hockey, ice or snow sports, mountain or glacier climbing, and all forms of contact sports, entering caves or deep holes, hunting animals, or if the Insured sails alone, or training for or participating in car or motorcycle speed or agility races, air sports and water sports.
   3. Intentionally committing or participating in criminal acts.
   4. Violating applicable laws and regulations.
   5. Suffering from hernia, epilepsy, sunstroke.
   6. Contracting or being infected by disorders, viruses, or infectious diseases in the broadest sense and resulting in, among others, fever (hay fever), typhus, paratyphus, dysentery, malaria, leptospirosis, filariasis, and sleeping sickness caused by insect bites or stings.
   7. Experiencing an aggravation of injury outcomes due to pre-existing conditions such as diabetes, poor circulation, vascular enlargement, blindness in one eye if the other eye is injured. In such cases, the compensation provided shall not exceed the amount that would have been provided if there were no aggravating circumstances due to the pre-existing conditions.
   8. When the Insured is performing duties in the Military or Police Service and/or related to or assisting, either directly or indirectly, due to:
      1. War or situations akin to it, riots, strikes, work obstruction, criminal acts, insurrections, uprisings, power takeovers, revolutions, rebellions, military force, invasions, civil wars, wars and hostilities, treason, terrorism, sabotage, other acts of violence regardless of whether the actions are directed towards the Insured or others.
      2. The Insured being detained in places of confinement or exile due to deportation or lawfully or unlawfully ordered by Military, Civil, Judicial, Police, or Political authorities in connection with the aforementioned situations or dangers arising from such situations.
      3. If the Insured or individuals specified in this protection claim compensation based on this insurance, they must prove that the accident has no direct or indirect connection to the excluded incidents as mentioned in this clause.
      4. Directly or indirectly due to or occurring from nuclear fission reactions and/or nuclear.
   9. Likewise, the Insurer is not obligated to pay compensation or reimbursement for:
      1. Costs incurred to prevent or reduce losses unless approved by the Insurer.
      2. Accidents and their consequences caused by deliberate, planned actions by the Insured or parties entitled to receive compensation, except:
         • Due to the Insured performing their job as described in this protection, or
         • Due to the Insured attempting to save themselves, others, animals, property, or legally defend and protect them without reducing what is stipulated.
      3. Treatment or allowances arising directly or indirectly from HIV (Human Immunodeficiency Virus) infection or HIV virus variants, including Acquired Immunodeficiency Syndrome (AIDS) and diseases related to or similar to AIDS (AIDS Refused Complex - ARC).
3. Loss of Gadget due to theft/ burglary, will be excluded if:
   1. Loss or theft that does not involve violence or burglary.
   2. Due to fraud, embezzlement, hypnosis, negligence, carelessness and/or recklessness by the Insured or the person trusted by the Insured.
   3. Loss caused by a person under the influence of alcohol, illegal/ narcotic drugs, or other dangerous substances.
   4. When left unattended in a public place and not supervised/guarded as it should be.
   5. Due to theft by a known person, family member, friend, or employed staff and the like.
   6. Loss occurring when given or lent to another party.
   7. Loss occurring due to being detained, confiscated, taken over, or destroyed by the authorities, including but not limited to Customs, Police, and Courts.
   8. Loss occurring as a result of malicious intent or criminal acts by the Insured.
   9. Losses without a definite and clear reason.
   10. Loss or damage caused directly or indirectly by the intentional violation or carelessness of the Insured, the Applicant or the Beneficiary, this provision will only apply to that part of the compensation that should have been received by the Beneficiary.
   11. Loss or damage caused by willful act on the part of any member of the Insured’s family living in the same household, provided this provision shall not apply if the willful breach is committed without any intention for the Insured to obtain compensation.

Claim Submission

1. The Insured submits a claim on the DANA Siaga menu within the DANA application.
2. The reporting of claims must be made at the latest 7 (seven) calendar days since the date of the loss occurred.
3. The insured must complete the provided claim form and submit claim documents in the form of:
   1. Mandatory Documents:
      1. Insured Name
      2. KTP Photo
      3. Phone Number
   2. Attach additional documents if the Insured submits a claim for Unauthorized, fraudulent, or illegal transactions from the Insured’s Dana wallet:
      1. Chronology of unauthorized transactions (only for unauthorized transactions benefit, free text)
      2. Total amount of unauthorized transactions (only for unauthorized transactions, in IDR)
      3. DANA's confirmation of this unauthorized transaction (e.g. proof that shows the user account has been hacked, transaction happened on the fraudster phone, etc)
      4. Specifically for Phishing: Police Statement Letter/ Police Report
   3. Attach additional documents if filing a claim for accidental death
      1. Copy of Death Certificate
      2. Photo of the Heir's ID Card
      3. Family Card
      4. Death certificate due to accident
   4. Attach additional documents if filing a claim for a gadget lost due to robbery or theft:
      1. Police Statement Letter/ Police Report which mentions theft with violent acts
      2. Doctor's statement letter if there are physical injuries
      3. Photos of damage to property/assets (e.g. broken lock, broken window, broken car window, etc).
      4. Proof of value and ownership of the item (Copy of Original Purchase Invoice).

Claim Procedure

1. The Insured is required to submit a claim on the claim submission media portal that will be provided by the Insurance Broker Partner through the DANA application portal.
2. If within 30 (thirty) calendar days from the date of purchasing the protection, the Insured experiences a loss mentioned in the Coverage Benefits, the Insured may immediately report the claim within a maximum of 7 days after the loss occurs.
3. If during the claim analysis process, according to the Insurance Broker partner and/or the Insurer, there are unclear documents, then the Insured must resend these requested documents within 7 (seven) calendar days after receiving information from the Insurance Broker Partner.
4. The Insurance Broker Partner may contact the Insured to request any additional document related to claim submission if found there are any uncompleted claim documents.
5. The maximum number of claim submissions for the same User ID and ID card number is 2 submissions within 1 policy period under the following conditions:
   1. 1x Claim submission due to ATO or Phishing
   2. 1x Claim submission for death and gadget loss
6. The Insurer shall not be responsible for providing compensation and the Insured will lose their right to compensation if:
   1. They do not disclose the actual facts about the loss or damage to property.
   2. They exaggerate the amount of loss suffered.
   3. They conceal or take part of items that have not suffered loss or damage.
   4. They use fake documents/ letters/ evidence.
7. Compensation will be paid to the Insured if the claim has been approved and has fulfilled all the requirements of the claim documents that have been stipulated.
8. The maximum indemnity compensation is in accordance with the limit stated in the Insurance Policy Certificate of this Xtra Protection insurance policy.
9. The payment of compensation by way of reimbursement is in the form of cash, transferred to the insured's DANA account balance, in accordance with the guarantee that has been submitted and approved.
10. If within 30 (thirty) calendar days after the claim settlement there are no complaints or objections, the claim settlement will be considered final and the Insurer will be released from all legal claims.
11. The Service Level Agreement (SLA) for the claims process is as follows:

    Claim Analysis	Compensation Payment	Expired Claims
    1 x 3 Business Days Since the claim documents are completed	1 x 3 Business Days Since the approval of the claim	7 Calendar Days Since the request for claim documents

Insurance Broker Partner Customer Service