Service Policy

In this service policy we explain your rights and obligations when you use the products, services or offers of Kamboja. We also explain what you can expect from Kamboja's services. By accepting an offer and using a Kamboja product or service, you agree to all the terms contained in this service policy.

ARTICLE 1: DEFINITIONS

In this Policy, the following terms have the meanings set out below:

1. Kamboja.co.id

The company engaged in funeral planning and services, which helps Members/Clients plan and coordinate Third-Party Partners in a funeral.

2. Doctor

A person who holds a licence to practise as a doctor from the institution or authority that is entitled to issue medical practice licences under the laws applicable in the region or country where the doctor practises, to examine the body and health of a Member. The doctor is not an heir, Member, Kamboja marketing staff or a family member of these persons, and is not provided by the Member, heir or Kamboja marketing staff. A doctor is also not a traditional healer (tabib/sinshe).

3. Force Majeure

A situation beyond the control or capacity of Kamboja, including but not limited to war (declared or not), invasion, acts of foreign enemies, hostage-taking, rebellion, civil unrest, riots, revolution, declaration of a state of emergency, natural disasters, epidemics, closure of stock exchanges, banks or insurance partner institutions, strikes, fire, explosion or sabotage by terrorists, embargoes, or specific acts of the lawful government.

4. Accident

A sudden event that occurs during the Insurance Period, is unforeseen, comes from outside, is violent and unintended, with no element of intent, and is the direct and main cause of injury or bodily harm.

5. Benefit Amount

The benefits set out in the Package Information, which is the total amount Kamboja will use to arrange a Member's funeral.

6. Protection Period

The period of time or duration for which Kamboja protects the Member.

7. Member

A person who receives protection and funeral arrangement services and has a written agreement with Kamboja as set out in the Membership Agreement.

8. Client / Heir

A person nominated by the Member to receive the services and payment of the Benefit Amount from the Insurance Partner, who has authority over the Member's affairs when the Member is declared deceased.

9. Protection Fee

The amount of money the Member must pay to Kamboja as stated in the Package Information, which forms the basis of the Membership Agreement.

10. Insurance Partner

The insurance company partnering with Kamboja, which is obliged to pay the Benefit Amount to the Member in accordance with the Package Information and the Kamboja Service Policy.

11. Third-Party Partner

Any institution, company or individual that works with Kamboja to help the funeral process take place.

12. Reserve Fund

An additional benefit amount or optional fund beyond the Benefit Amount that Kamboja receives from the Insurance Partner, regulated under Article 6, paragraphs 4 and 5.

13. Waiting Period

A set period of time that must pass before a claim on the benefit amount can take full effect.

14. Disability

Permanent loss of an organ and/or the function of a limb, caused only and directly by an Accident.

15. Service Area

Kamboja's current funeral service area covers the whole of DKI Jakarta, Bogor, Depok, Tangerang, Bekasi and some other areas in West Java.

16. Kamboja Management Fee

A fee charged to the member or customer for services performed by Kamboja's virtual funeral service team, such as customer service, coordination and management of third parties, operator wages, tips, transport, administration and VAT.

17. Kamboja Funeral Assistant

An essential but optional service Kamboja offers Members/Clients during a funeral, including managing and coordinating Third-Party services, improving the quality of Third-Party services on site, and giving the family physical support and assistance while the funeral takes place at the funeral home, the public cemetery/TPS or the crematorium.

ARTICLE 2: WHEN PROTECTION APPLIES

1. Protection applies to Indonesian citizens worldwide.

2. Protection has a waiting period of 45 days from registration, after which membership status becomes “Protected”.

3. Protection for a Member who dies as a result of an accident applies and is limited in accordance with Article 17, paragraph 2.

4. The Protection Fee and this Agreement are accepted by the Member and remain in force until the Protection Period ends or until it is cancelled in accordance with this Service Policy.

ARTICLE 3: MEMBER REQUIREMENTS

1. When registering, the Member must be between 18 (eighteen) and 60 (sixty) years old.

2. When registering, the Member must be in good health, must not have a complaint about a terminal illness, must not be disabled or missing a limb, and must not be under care at home or in hospital.

3. When registering, the Member must be conscious and under no pressure from anyone.

4. Registration will be refused if the Member has one or more of the following illnesses:

Type 1: Cancer Stage III/IV, Hypertension Stage I/II >130/80 mmHg.

Type 2: AIDS, Acute Leukaemia.

Type 3: Acute Asthma, Acute Lung Disease, Chronic Bronchitis, Coronary Heart Disease Stage II/III.

Type 4: Stroke, Obesity, Dementia.

5. Members aged 56 and over must attach a Health Statement, a Health Examination Report and a complete urine test report.

6. The heir must be at least 17 (seventeen) years old.

ARTICLE 4: FREE CHILD PROTECTION

This clause applies only to Kamboja members who registered before 9 April 2024.

1. A child is a boy or girl from 4 months of pregnancy up to under 18 years of age.

2. Free child protection is available for 1 (one) child per Member.

3. The Member must first register their child by completing a medical statement form. Kamboja has the right to decide whether the free child protection application is accepted.

4. When the child reaches 18 years of age, free child protection is automatically cancelled, and the person may register again as a Kamboja Member.

5. The benefit for child protection will be paid in advance at 30% or up to IDR 15,000,000 of the Member's Benefit Amount, in the form of a Funeral Service or Cash Only.

6. If the Member dies and the protection benefit claim has already been processed, child protection is automatically cancelled.

ARTICLE 5: PROTECTION FEE

1. The amount and frequency of the Protection Fee are as stated in the Package Information.

2. The Protection Fee is paid for each payment period until the Member reaches 64 years of age. After that, protection and membership automatically stop or lapse.

3. The Protection Fee must be paid using the methods provided and specified by Kamboja, and will be recognised when it is received in Kamboja's bank account.

4. Protection fees for a period that have been paid and recognised cannot be refunded during the protection period, suspension or Member claim, unless the Member's registration or renewal is refused or cancelled.

5. Proof of payment of the Protection Fee recognised by Kamboja may be a bank deposit slip, a bank transfer receipt, or a receipt from a Payment Partner or e-wallet (GoPay, OVO, DANA, Alfamart/Indomaret, LinkAja), or proof of a debit or deduction from the Member's bank account.

6. All costs arising from the payment of the Protection Fee, such as bank administration fees, are borne in full by the Member.

ARTICLE 6: INSURANCE PARTNER

1. Kamboja has the right, and will automatically register the Member, as a customer of the Kamboja Insurance Partner.

2. The sum insured registered with the Kamboja Insurance Partner may be higher than the Benefit Amount stated in the Kamboja Package Information.

3. The amount of the additional Benefit Amount registered will be adjusted according to Kamboja's policy.

4. Funds received by Kamboja from the Kamboja Insurance Partner, beyond the Benefit Amount under the Member's Protection Package, may also be called the Reserve Fund.

5. The Reserve Fund cannot be used for funeral arrangements. It is only used for other purposes that will be explained further in Article 9, paragraph 7.

ARTICLE 7: THIRD-PARTY PARTNERS

1. Kamboja acts as the organiser of funeral services between the Member/Client and Third-Party Partners, both in coordination and administration. Kamboja receives and keeps the service invoices from Third-Party Partners as Kamboja's administrative assets.

2. Kamboja has full authority to choose and use the products or services of Third-Party Partners in arranging the Member's/Client's funeral, in line with the service needs, budget and policy of the service ordered.

3. Kamboja has full authority to manage administrative matters with Third-Party Partners (material and non-material) without intervention from the Member/Client.

4. All administrative arrangements and costs for all services provided by the Kamboja team or the Third-Party Partner are settled by the Heir/Client to Kamboja, in line with the quote and services that have been approved.

5. Negligence, misunderstanding or dissatisfaction with a product or service provided by a Third-Party Partner will be resolved between the Third-Party Partner and the Member/Client. Kamboja acts as an intermediary/mediator and is not liable for any damage or loss that occurs.

ARTICLE 8: KAMBOJA FUNERAL SERVICES

1. Each Member's/Client's funeral service is carried out by the Kamboja team in coordination with Third-Party Partners, in line with the Protection Package or Funeral Service Package budget chosen. It starts within 3 hours (for all services) and can be completed as quickly as possible, within 8 hours (especially for Muslim funerals), from the time the report is received and the service order is confirmed. Services at dawn or on national public holidays may take longer.

2. Every service is carried out and fully coordinated by the Kamboja team, according to the service area, chosen partners and Kamboja's service capacity. Kamboja is not responsible for paying or compensating (in part or in full) for services provided by a Third-Party Partner at the Heir's/Client's request, without Kamboja's prior permission or written approval.

3. Kamboja has full right to use some or all of the Benefit Amount that the Member/Heir receives from the Insurance Partner when the claim is approved, for all funeral service costs in line with the services provided by Kamboja.

4. The Client/Heir is responsible for settling all costs needed for the Kamboja Funeral Service no later than 45 days (for Members) or 24 hours (for non-Members/on-demand) after the funeral service is completed. This includes administrative services (death certificate) and gravestone/grass arrangements.

5. Late payment of the outstanding service amount will incur an administrative penalty and a late-payment charge.

An administrative penalty of 5% of the outstanding total invoice applies from 7 days after the due date (membership) or 48 hours (on-demand) after the service is completed. After that, a late-payment charge of 0.5% per day of the outstanding total invoice applies until it is paid in full.

If payment is still not made 14 days after the due date, Kamboja has the authority to pass the collection to an agent or debt collection agency. All collection administration costs and any material/non-material claims will be charged in full to the Heir/Client.

ARTICLE 9: BENEFIT AMOUNT

1. The Benefit Amount will be received by Kamboja as the beneficiary from the Insurance Partner, and Kamboja will then:

a) Pass the Benefit Amount on to the Heir (for the Cash Only option).

b) Use the Benefit Amount to pay for all funeral arrangements on the Day of Mourning (for the Full Arrangements option).

2. Kamboja has full authority and responsibility for using the Benefit Amount entrusted by the member according to their wishlist or will, to provide the best possible service during the funeral. (Full arrangements option)

3. The Benefit Amount will be processed and paid no later than 40 working days after the claim is received in full by the Insurance Partner.

4. Kamboja will help the Heir submit the claim to the Insurance Partner in accordance with that Insurance Partner's terms.

5. For the funeral service option claim, Kamboja charges an operational, claim administration and funeral service management fee of 20% of the Benefit Amount, or up to IDR 10,000,000. For the cash only claim, a claim administration fee of 10% applies, or up to IDR 5,000,000.

6. The Heir must pay all costs required for Kamboja's funeral services, including any shortfall if the funeral arrangements exceed the Benefit Amount available in the Protection Package.

7. If the cost of the Member's funeral services exceeds the Benefit Amount available, Kamboja is willing to cover the excess up to a maximum of IDR 2,000,000 from the available Reserve Fund. Kamboja has full right to all or the remainder of the available Reserve Fund (if any).

8. If the Participant suffers from one of the following: kidney failure, paralysis, coma, or loss of limbs (both eyes, hands, feet) or permanent injury, the Benefit Amount may be paid in advance up to a maximum of 30% of the Benefit Amount.

ARTICLE 10: PROTECTION BENEFITS

1. Death benefit

If the Member dies while the protection is still in force, Kamboja will provide the following services:

a) Provision, arrangement and service of the funeral procession and burial/cremation land.

b) Arrangement of the death certificate.

c) Final care of the body.

d) Arrangements with Third-Party Partners (catering, decoration/tent/chairs, printing, florist, and others).

e) Provision of the coffin, grass and gravestone.

f) Transport services for the body and family.

g) Coordination and administrative matters with Third-Party Partners.

h) Reservation of the chosen burial place (TPU/TPS) and handling of levies (if any).

i) Arrangements at the funeral home or crematorium.

j) Arrangements for religious ceremonies (places of worship).

k) Arrangement of publicity with local media (newspapers, radio, online media).

l) Kamboja funeral package/accessories.

2. Kamboja arranges funerals through the usual religious funeral process. For funerals with special customs or traditions, this will be discussed further with the Heir, in line with their capacity and the Benefit Amount available.

3. Funeral services are carried out as well as possible, in line with capacity, situation and conditions. So if the funeral arrangements are not in line with the Member's or Heir's wishes or will, the Heir will not make any claim of any kind against Kamboja.

ARTICLE 11: LAPSED AGREEMENT

1. If the Protection Fee is not paid by 3 days before the Due Date set out in this Agreement, the membership will be suspended.

2. If payment has not been received from the Member by the Due Date, the Member is deemed not to continue or renew the Agreement, and the membership automatically lapses, including free child protection membership (if any).

3. If the agreement lapses for the reason set out in paragraph 2 of this article, Kamboja will inform the Member in writing.

4. When the agreement lapses, the parties agree that all of Kamboja's obligations under this policy cease to apply, and fees already paid by the Member to Kamboja cannot be refunded.

5. If the Heir does not report the death, or reports it late, within 30 (thirty) days after the Member dies, the agreement automatically lapses, and Kamboja has no obligation to help with the release of the Benefit Amount from the Insurance Partner.

ARTICLE 12: MEMBERSHIP REINSTATEMENT

If the Agreement lapses for the reasons set out in Article 11, each Member's data at Kamboja will be permanently deleted. However, the Member has the right to reinstate membership on these conditions:

1. The reinstatement period, counted from the date the Agreement lapses until the Member applies to Kamboja for reinstatement, must not exceed 30 (thirty) days after the membership lapses.

2. Reinstatement must be approved in writing by Kamboja.

3. On any reinstatement, the Waiting Period set out in Article 2, paragraph 2 will apply again.

4. Until reinstatement is approved by Kamboja and the Agreement is still recorded as lapsed, Kamboja has no obligation of any kind regarding the Member's protection.

5. Reinstatement is not subject to any administrative fee.

6. Kamboja has the right to approve or refuse a reinstatement application, including requesting a new health examination.

ARTICLE 13: CHANGES TO DATA

1. Kamboja has 2 (two) claim options that the Heir and/or Member's family may choose:

a) Funeral service: a claim where the Heir and/or family give Kamboja full responsibility for arranging the Member's funeral as well as possible.

b) Cash Only: a claim where the Heir and/or family choose to arrange the funeral themselves, so that Kamboja is only responsible for helping with the release of the Benefit Amount from the Insurance Partner.

2. Under the Funeral Service option, Kamboja will provide:

a) Complete and professional funeral arrangements for the Member on the Day of Mourning, in line with Article 10, paragraph 1;

b) Any remaining Benefit Amount after the funeral service arrangements (if any) is given to the Heir as a Support Fund, once the arrangements and administrative calculations are complete and Kamboja has received the Benefit Amount from the Insurance Partner.

3. Under the Cash Only option, Kamboja will provide:

a) Services to the Heir in submitting the claim to the Insurance Partner in accordance with the applicable terms set out in Article 9, paragraph 5.

b) The Benefit Amount (cash only option) is given to the Heir after it has been paid in full by the Insurance Partner to Kamboja.

4. The Heir must submit the claim documents in accordance with Kamboja's claim requirements, no later than 15 (fifteen) days after the date the Member dies.

5. If the claim payment is delayed, or the claim is excluded or fails for the reasons set out in Articles 17 and 18, the Heir remains fully responsible for all third-party invoices and the costs of the Kamboja funeral services that have been carried out.

6. Proof of claim to Kamboja must be supported by the following documents:

a) The Death Report Form, completed in full and signed;

b) Statement of agreement for the Cash Only service (if Cash Only is chosen);

c) Statement of agreement for funeral arrangements (if full arrangements by Kamboja are chosen);

d) Statement of acceptance of funeral services (after Kamboja has carried them out);

e) Original Doctor's Certificate of Death, completed by the examining doctor;

f) Original or certified Certificate of Death signed by the General Practitioner and/or Specialist Doctor who examined the cause of death;

g) Original or certified Death Certificate/Death Record issued by the competent authority;

h) Photocopy of valid identity documents of the Member and the beneficiary;

i) Documents proving the relationship between the beneficiary and the Member (such as a Family Card, Marriage Certificate or Birth Certificate);

j) Photocopy of the front page of the bank savings book.

k) Photocopy of medical examination results (laboratory, radiology, medication, and others);

l) Original or certified police report issued by the police and/or competent authority if the death was caused by a traffic accident or other unnatural causes;

m) Photocopy of a valid driving licence for a Member who had an Accident while driving a vehicle.

7. Any costs incurred to obtain and submit the claim documents are borne by the Heir (including translation costs if the documents are not in Indonesian).

8. For the Cash Only option, once complete and correct proof of claim has been received and the claim has been approved, Kamboja will pass the Benefit Amount directly to the Heir within 10 working days at the latest after all requirements have been approved.

ARTICLE 14: REPORTING A BEREAVEMENT

1. The Heir is asked to contact the Kamboja Hotline/Call Centre as soon as possible, or within 24 hours immediately after the bereavement.

2. Before the funeral service is carried out, the Heir must approve the funeral service offer and sign every required document.

ARTICLE 15: CLAIMS