Emergency Health Pack – FAQs

Q. How do I make a claim for Emergency Health insurance
A. You can make a claim if:

  1. You took a Emergency Health Pack enabled ride
  2. Emergency illness diagnosis & hospitalisation happened within 15 days of taking the ride
  3. You are a registered Ola user (Ola account on whose name the ride was booked)
  4. You are eligible as per conditions mentioned in the T&C document of this product. Refer to the T&C document for more details.

To make a claim:

  1. Go to Ride History section (‘Your Rides’) section on the Ola app
  2. Select the ride on which Emergency Health Pack is applicable
  3. Click on the ‘Support’ section at the bottom
  4. Click on the ‘Emergency Health Pack’ tile
  5. Click on ‘I want to Claim Emergency Health Pack Insurance
  6. Click on the “Write to us” button and select “I have an issue with a ride”.
  7. Select the issue from the drop down menu related to Emergency Health Pack claim
  8. Once the issue is selected, a comment box will open where you can mention your comment related to Emergency Health Pack claim. Once completed, click on “Submit” button
  9. Your comment will be shared with our Support team for further processing with the TPA. You will be required to submit the below documentation / details:
    1. CRN number of the ride
    2. Full name
    3. Details of hospitalisation (date, hospital name, discharge summary)
    4. Details of diagnosis certificate from Govt. authorised centre
  10. The TPA will then validate the submitted documents and update you on the status of claim request
  11. You will be required to mail hard copies of the documents to the TPA

Alternatively, you can directly raise a claim by sending necessary claim documents to the TPA ( info@mediassist.in ) keeping (insurance_care@olamoney.com) in CC (copied in email) to process the claim.

Documents needed:

  1. Duly filled claim form
  2. Discharge summary
  3. Copy of detailed bill & payment vouchers
  4. Diagnosis reports
  5. Govt. photo ID copy
  6. Cancelled cheque or bank details proof
  7. Other documents as requested by the insurer.

TPA details:

Medi Assist Insurance TPA Private Limited
Tower D, 4th Floor, IBC Knowledge Park,
4/1 Bannerghatta Road,
Bangalore – 560 029
Toll-free no. – 1800-425-9449
Email ID – info@mediassist.in

Q. How to use the helpline?
A. Helpline can be accessed from the Support section of the ride history on the Ola app. 

To call the helpline:

  1. Go to Ride History section (‘Your Rides’) section on the Ola App
  2. Select the ride on which Emergency Health Pack is applicable
  3. Click on the ‘Support’ section at the bottom
  4. Click on the ‘Emergency Health Pack” section 
  5. Click on ‘I want to call the Helpline’
  6. Helpline number will be displayed for your reference. Please mention the CRN number of your later Emergency Health Pack eligible ride when asked to confirm by the helpline agent.

Q. Once opted-in, will the package cost be applicable on each ride?
A. Yes, The emergency Health Pack cost is applicable on every ride with 15-day tenure of the cover applicable on any eligible ride. In case you want to opt out of Emergency Health Pack, it can be done from the ‘Ride Insurance’ tile in the ‘Profile’ section of the Ola app menu by disabling the toggle.

Q. Is there any option to cancel the Emergency Health Pack?
A. Once a ride has been completed, you cannot cancel the Emergency Health Pack. A;so, once opted in, a customer cannot cancel the existing Emergency Health Pack. No refund shall be payable to the customer once they have been charged for the package. This is due to the fact that the tenure of the Emergency Health Pack is very short(15 days from ride).

However, a customer can opt out anytime from the ‘Ride Insurance’ section in the ‘Profile’ section  of the Ola app menu. Emergency Health Pack will not be charged for subsequent rides.

Q. How do I opt-out?
A. In case a customer wants to opt out of Emergency Health Pack, he can visit the ‘Profile’ section of the OLA app and deactivate the toggle corresponding to Emergency Health Pack under the ‘Ride Insurance’ subsection. This will stop the Emergency Health Pack fees from being charged on subsequent rides.

Q. How to check my claim status?
A. In order to check the claim status, customers can directly reach out to TPA (contact details below) to check the status for the same.

TPA details:
Name: Medi Assist Insurance TPA Private Limited
Reg. add. – Tower D, 4th Floor, IBC Knowledge Park,
4/1 Bannerghatta Road,
Bangalore – 560 029
Toll-free no. – 1800-425-9449
Email ID – info@mediassist.in

Q. How much coverage amount can be claimed through Emergency Health Pack?
A. A customer can claim coverage benefits of up to 20 active policies. At the time of hospital admission, if up to 20 policies are active for the customer, he/she can claim insurance coverage of upto ₹5,00,000 ( 20 times ₹ 25,000).

Example – If an enrolled customer took three rides on 1st, 3rd and 7th of a month with diagnosis of Covid-19 and eventual hospitalisation on 12th of the same month, he/she has three active policies and will be eligible for INR 25,000 *3 = INR 75,000 coverage.

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