Acko General Insurance Limited Key Terms - Group Domestic Travel Product

Terms & Conditions

This is a summary of the key terms under the Group Domestic Travel Product (“Policy”) offered by Acko General Insurance Limited (“Acko”) to IBIBO Group Private Limited (“RedBus”). The covers available under the Policy can be availed by registered / non-registered users / customers on the RedBus platform (mobile application) by selecting the option of travel insurance to insure their travel under the Policy.

The insurance cover under the Policy will be applicable only to the trips booked through the RedBus platform. The Insurance cover under the Policy starts when the person takes the onward bus and ends when the person returns to the city of origin by any mode of transport, or a maximum period of 7 days (whichever is earlier).

1. Key Benefits Definition and Special Conditions

Key benefits available under the Policy along with the applicable limits / deductible / Excess for all Passengers insured will be specified in the Certificate of Insurance issued at the time of policy purchase.

1.1 Accidental Medical Expense Reimbursement

If an Insured Person suffers an Injury due to an Accident that occurs during the Travel Period and that Injury solely and directly requires the Insured Person to be Hospitalized or undergo Day Care Treatment, then Acko will reimburse the costs incurred on Medical Expenses upto limit specified in Certificate of Insurance.

1.2 Accidental Death Benefit

If an Insured Person suffers an Injury due to an Accident that occurs during the Travel Period and Injury solely and directly results in the Insured Person’s death within 365 days from the date of the Accident, Acko will pay the Sum Insured.

1.3 Permanent Total Disability

If an Insured Person suffers an Injury due to an Accident that occurs during the Travel Period and that Injury solely and directly results in the Permanent Total Disability of the Insured Person which is of the nature specified in the table below, within 365 days from the date of the Accident, Acko will pay the Sum Insured:

Nature of Permanent Total Disability
Total and irrecoverable loss of sight in both eyes
Loss by physical separation or total and permanent loss of use of both hands or both feet
Loss by physical separation or total and permanent loss of use of one hand and one foot
Total and irrecoverable loss of sight in one eye and loss of a Limb
Total and irrecoverable loss of hearing in both ears and loss of one Limb/ loss of sight in one eye
Total and irrecoverable loss of hearing in both ears and loss of speech
Total and irrecoverable loss of speech and loss of one Limb/ loss of sight in one eye
Permanent, total and absolute disability (not falling under any one the above) which results in the Insured Person being unable to engage in any employment or occupation or business for remuneration or profit, of any description whatsoever which results in Loss of Independent Living

1.4 Permanent Partial Disability

If an Insured Person suffers an Injury due to an Accident that occurs during the Travel Period and that Injury solely and directly results in the Permanent Partial Disability of the Insured Person which is of the nature specified in the table below within 365 days from the date of the Accident, Acko will pay the amount specified in the table below:

Nature of Permanent Partial Disability	Percentage of the Sum Insured payable
i. Total and irrecoverable loss of sight in one eye	50%
ii. Loss of one hand or one foot	50%
iii. Loss of all toes - any one foot	10%
iv. Loss of toe great - any one foot	5%
v. Loss of toes other than great, if more than one toe lost, each	2%
vi. Total and irrecoverable loss of hearing in both ears	50%
vii. Total and irrecoverable loss of hearing in one ear	15%
viii. Total and irrecoverable loss of speech	50%
ix. Loss of four fingers and thumb of one hand	40%
x. Loss of four fingers	35%
xi. Loss of thumb- both phalanges	25%
xii. Loss of thumb- one phalanx	10%
xiii. Loss of index finger-three phalanges	10%
xiv. Loss of index finger-two phalanges	8%
xv. Loss of index finger-one phalanx	4%
xvi. Loss of middle/ring/little finger-three phalanges	6%
xvii. Loss of middle/ring/little finger-two phalanges	4%
xviii. Loss of middle/ring/little finger-one phalanx	2%

1.5 Carrier Cancellation

Acko will pay the Sum Insured if the Insured Person’s booked and confirmed journey is cancelled within the number of hours/days specified in the Certificate of Insurance, prior to the scheduled departure by the Common Carrier.

Special Conditions

Carrier Cancellation cover will be applicable under the following situations:

1. Bus Operator Cancellation: When Bus operator cancels the bus and does not provide a replacement bus within same day.
2. Bus Type Mismatch: When Bus operator does not provide the customer with the exact booking. This includes and limited to the following situations:
   • If the customer books an Air-conditioned Bus but bus operator provides with Non-Air Conditioned Bus.
   • If the customer books a Ticket for Sleeper class but bus operator provides the Insured with Non-Sleeper Class.

The following cases will not be covered by BOC:

1. In cases wherein the Bus breaks down after having left the source
2. Customer missing his/her bus

Max timeline for claim creation will be 15 days for BOC & BTM

1.6 Loss of Baggage and Personal Effects

Acko will reimburse the actual loss upto the limit specified in the Certificate of Insurance incurred in relation to the permanent and total loss of the Insured Person’s luggage and personal possessions during the Travel Period.

Special Conditions

• Loss of Baggage is covered only if the same has been lost during the bus journey and not otherwise.

1.7 Hospital Daily Allowance

If an Insured Person suffers an Injury due to an Accident that occurs during the Travel Period and that Injury solely and directly requires the Insured Person to be Hospitalized then We will pay the daily allowance amount specified in the Certificate of Insurance, for each continuous and completed period of 24 hours of Hospitalisation.

General Conditions

• Loss of Baggage and Personal Effects does not cover any Valuables, Money, Securities, Jewellery, Tickets and Electronic items. It provides cover only for loss or complete damage of the items, and not any partial damage.
• We should be given immediate written notice of any event that may give rise to a claim under the Policy, in accordance with the claims procedure under the Policy;
• All claims made under the Policy will be subject to the applicable deductible, any sub-limits and the availability of the Sum Insured.
• The Policy does not cover any contractual and consequential liability, except as covered in the Policy or the Certificate of Insurance issued to the customer.
• This Policy is not applicable for the Bus hire or Bus booked for any personal use.
• The premium amount is refunded to the customer only if the Redbus bus booking is cancelled before the trip start time. The policy can’t be cancelled once the trip starts or claim on carrier cancellation has been made with Acko.

3. General Exclusions:

We shall not be liable to make any payment for any claim under the Policy in respect of an Insured Person, directly or indirectly for, caused by, arising from or in any way attributable to any of the following, except where provided to the contrary under any Benefit(s) within the Policy:

1. Suicide or attempted suicide, intentional self-inflicted Injury or acts of self-destruction, whether the Insured Person is medically sane or insane.
2. Bacterial infections (except pyogenic infection which occurs through a cut or wound due to Accident).
3. Medical or surgical treatment except as necessary solely and directly as a result of an Accident.
4. Certification of disability by a Medical Practitioner who shares the same residence as the Insured Person or who is a member of the Insured Person’s family.
5. Death, disability or illness resulting directly or indirectly, contributed or aggravated or prolonged by childbirth or from pregnancy or a consequence thereof including ectopic pregnancy unless specifically arising due to Accident.
6. Death, disability or illness caused by participation of the Insured Person in any flying activity, except as a bona fide passenger on a public aircraft, which is operating under a valid license from the relevant authority for the transportation of passengers.
7. Death, disability or illness or Injury arising from or caused by ionizing radiation or contamination by radioactivity from any nuclear fuel (explosive or hazardous form) or resulting from or from any other cause or event contributing concurrently or in any other sequence to the loss, claim or expense from any nuclear waste from the combustion of nuclear fuel, nuclear, chemical or biological attack.
8. Any journey where the Insured Person is travelling as a commercial driver, operator or crew member in, or carrying out any testing or repairs on a Common Carrier.
9. Any intentional illegal or unlawful act or confiscation, detention, destruction by customs or other authorities or any breach of government regulation.
10. Any failure to take reasonable precautions to avoid a claim under the Policy following a mass media or government issued warning.
11. Any event arising from or caused due to use, abuse or a consequence or influence of an abuse of any substance, intoxicant, drug, alcohol or hallucinogen.
12. Any breach of law or participation of the Insured Person in an actual or attempted felony, riot, crime, misdemeanour or civil commotion with criminal intent.
13. Any act of foreign invasion, act of foreign enemies, hostilities, warlike operations (whether war be declared or not or while performing duties in the armed forces of any country during war or at peace time), and participation of the Insured Person in any naval, military or air-force operation, civil war, public defence, rebellion, revolution, insurrection, military or usurped power.
14. Engaging in any Hazardous Activities, testing of any kind of Common Carrier, engaging in manual work during a journey, engaging in any offshore work activity, mining, tunnelling or any work involving electrical installation with high tension supply, aerial photography, ammunition, explosives, firearms or flight duty, except as a fare-paying passenger.
15. Any journey commenced when You are not fit to travel or are travelling against the advice of a Medical Practitioner.
16. Chemical attack or weapons means the emission, discharge, dispersal, release or escape of any solid, liquid or gaseous chemical compound which, when suitably distributed, is capable of causing any Illness, incapacitating disability or death.
17. Biological attack or weapons means the emission, discharge, dispersal, release or escape of any pathogenic (disease producing) microorganisms and/or biologically produced toxins (including genetically modified organisms and chemically synthesized toxins) which are capable of causing any Illness, incapacitating disability or death.
18. Any generally excluded non-medical expenses as provided in Annexure I of underlying Policy.

The following general exclusions as stated in the Policy will not apply to the customers of Redbus:

• Any change of profession after inception of the Policy which results in the enhancement of the risk under the Policy, if not accepted and endorsed by Acko on the insurance certificate or insurance.
• Any journey commenced to obtain medical care, treatment or advice of any kind whether is the sole purpose of customers journey or not.

Claim & Documents:

Customer can file a claim for any of these coverages on the RedBus App or the Acko Website. Alternatively, the customer can reach Acko at the Contact number(s) provided below for registration of claim:

Acko: 1800 266 2256

Traveller needs to submit following documents in case of a claim:

• Hospital bills, prescriptions and discharge summary in case of medical treatments.
• Respective certificates & reports in case of death or disability.
• Loss confirmation from the bus operator and FIR in case of Loss of Baggage and Personal Effects.
• Cancellation confirmation from the bus operator in case of Bus Operator Cancellation.
• Booking details in case of claim under Bus Type Mismatch.
• Any other documentation that Acko may require upon intimation of claim.

Claim Process on the RedBus App:

• Open your RedBus App and go to the 'Help' section
• Select the trip for which you want to claim insurance which will take you to the 'Trip Details' page
• TSelect 'I want to claim insurance' which will initiate your claim
• Select the type of claim, follow the next few steps, and your claim will be registered with Acko.

Claims process on Acko Website:

• Go to www.acko.com and Login with your mobile number registered on RedBus and enter the OTP you receive.
• Under the ‘Claims’ section, select ‘RedBus Travel Claims’ which opens your ‘My Account’ page
• Select the ‘Bus’ filter which opens all your trips.
• Select the trip for which you want to claim insurance, which will take you to the policy detail page. Click on Initiate Claim to claim.
• Select the type of claim, follow the next few steps, and your claim will be registered with Acko.

Grievance Redressal:

For resolution of any query or grievance, the You/Insured Person may write an e-mail at: [email protected]

In case the You/Insured Person is not satisfied with the resolution, the You/Insured Person may write to Our Grievance Redressal Officer at the following address:

Grievance Redressal Officer
Acko General Insurance Limited
36/5, Hustlehub One East, Somasandrapalya,
27th Main Rd, Sector 2, HSR Layout,
Bengaluru, Karnataka 560102
[email protected]

In case Your complaint is not fully addressed by Us, You may use the Integrated Grievance Management System (IGMS) for escalating the complaint to IRDAI. Through IGMS, the insured can register the complaint online and track its status. For registration, please visit IRDAI website www.irdaindia.org.

If the issue still remains unresolved, You/Insured Person may, subject to vested jurisdiction, approach the Insurance Ombudsman for the redressal of grievance.

Please note that this is only a basic description of the key terms of the Policy, and the full list of policy conditions and exclusions are available at: http://www.acko.com/download

Once you have opted for cover, you will receive a Certificate of Insurance from Acko which will contain complete details of your cover under the Policy, and the applicable conditions and exclusions.