Ola COVID Care Package – FAQs

Q. How do I make a claim for COVID Insurance?
A. You can make a claim if:

1. You took an Ola ride with COVID Care switched on
2. COVID-19 diagnosis & hospitalisation happened within 15 days of taking the ride
3. Only the registered Ola user (Ola account on whose name the ride was booked) is eligible for claims.
   

To make a claim:

1. Go to Ride History section (“Your Rides”) section on the Ola app
2. Select the ride on which COVID Insurance is applicable
3. Click on the ‘Support’ section at the bottom
4. Click on the ‘Insurance & Donations’ section 
5. Click on “I want to Claim COVID Care Insurance for this ride”
6. Clicking on the Claim button will open your mail app. Send a mail to the TPA (info@mediassist.in ) with CC to Ola Insurance care (insurance_care@olamoney.com)
7. Please include the following in the email:
   1. CRN number of the ride
   2. Name & phone number of the customer
   3. Details of hospitalization (date, hospital name, discharge summary)
   4. Details of diagnosis certificate from Govt. authorized centre
8. The TPA will then guide you through the claims process that requires other documents
9. You will have to mail a hard copy of the documents to the TPA as well
10. Ola Insurance care will help you through the journey as well.

Customers can directly raise a claim by sending necessary claim documents to be shared with TPA ( info@mediassist.in ) along with Ola Insurance care (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 COVID helpline?
A. COVID helpline can be accessed from the Support section of ride history in 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 COVID care package is applicable
3. Click on the “Support” section at the bottom
4. Click on the “Insurance & Donations” section 
5. Click on “I want to call COVID Care Helpline”
6. An automated mail with helpline number will be sent to you
7. Clicking on the number will directly set up a call to the helpline
   Please check the ‘Support’ section in ride history for the necessary details.

Q. Once opted-in, will the package cost be applicable on each ride?

A. Yes. The COVID Care Package is applicable on every ride. You will be charged on every ride and the 15-day tenure of the cover will be applicable on any ride. You can claim the benefit on any of the opted-in rides. However, only one payout will be made per life. You can opt out of COVID Care Package charge being applied on future rides from the ‘Ride Insurance’ section in the ‘Profile’ section of the Ola app menu.

Q. Is there any option to cancel the COVID Care Package?
A. Once a ride has been completed, you cannot cancel the COVID Care package. 

Once opted in, a customer cannot cancel the existing COVID Care Package. 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 COVID Care Package 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. COVID Care Package will not be charged for subsequent rides.

Q. How do I opt-out?
A. In case a customer wants to opt out of COVID Care Package, he can visit the ‘Profile’ section of the Ola app and deactivate the toggle corresponding to COVID Care Package under the ‘Ride Insurance’ subsection. This will stop the COVID Care Package 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. In case of further questions, customers can also connect with Ola Insurance care (insurance_care@olamoney.com).

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