Roojai

Dear Scotsman, We use Red Book for car valuations, which the most widely used car database in Asia. You can change the sum insured by requesting a call with one of our agents. There might some premium adjustments to your policy. In our experience, less than 1% of all the car claims result in a total loss (full sum insured) of the vehicle. A much more important element to look at is actually the third-party liability, which covers for damages or injuries to third-party. These can result in very high costs at times. Best regards, The Roojai team

Dear @watgate, thank you very much for your kind feedback. We shared it with our claim surveyor. Dear @steve187, although that's true, we do manage the customer service during the accident, including claim support, and garage/hospital network relations. Dear @Etaoin Shrdlu, we operate with a model called managing general agent, meaning that we are a broker that manages the entire journey, including product design, purchase, customer service and claims. We have one exclusive partner for each product. That includes, KPI for car, motorbike and cancer insurance; AXA for personal accident insurance; MuangThai for extended warranty insurance; and FWD for inbound travel insurance. And more products to come. Regards, The Roojai team

Dear nahkit, This is Federico, Chief Marketing Officer at Roojai. Allow me to get involved here. I verified with the call center, claim and social media teams, and all the information they provided are correct. Although, I do apologize if you feel they didn't communicate them properly. You have multiple quotes under your contract and for each one of them I can see there is some difference in the inputted parameters. Our pricing model is based on dozens of parameters, it is fully automated and there is no individual decision made by any of our agent, nor there are any individual decision taken for any given customer. We are fully aware that this is a free and open market. We try hard to provide great service at a competitive price for all our customers at all time of their policy lifecycle. We have very competitive market with almost 60 insurers in Thailand, fighting for your business. If you feel at any time that we are not offering the best value for money I do encourage you to compare quotes in the marketplace. I do suggest to use a comparison website like MrKumka.com (disclaimer: they are a sister company but they offer many insurance quotes other than from Roojai). There are many more available online. We hope you will find us the best for your needs, but in case we are not, we do fully understand your decision not to renew your policy with us. We never take any of our customer for granted. Kind Regards, Federico

Dear nahkit, It's the exclusion clause 7.1. The fluid itself is a consumable part. As such, it is part of the depreciation or wear and tear exclusion. A wear and tear exclusion is a provision in an insurance policy that states that the normal deterioration of the insured object is not covered by the insurance policy. Insurance is designed only to protect against unforeseen losses. Wear and tear is a common exclusion in property and casualty insurance all over the world. The fluid change was judged by the claim handler as not part of the necessary repair caused by the claim. Regarding the different quotation, there is some confusion here. We were talking about the difference between the original renewal quote and the website quote. That is because of the different driver plans: any driver over 25 for the renewal quotation (more expensive), named driver on the website quotation (cheaper). Regarding the successive renewal invitation after you discussed with the agent, it's because of the reduced coverage in Third-party bodily injuries: 2 million THB for the original renewal quote, 1 million THB for the successive version (max. 10 million THB in both cases). Finally, regarding the garage experience, please do consider that once you will receive the satisfaction survey for the overall claim. We do show those garage ratings in the garage map so customers can choose their repair garage accordingly. Regards, The Roojai team

Dear nahkit, Apologies for the long wait during the claim process. Regarding the repair process, although the "Repair at any garage" option gives you total freedom, we do ask customers who decide to repair their vehicle at another garage not in Roojai’s garage list (preferred or dealer), we do ask them to contact us at least 24 hours in advance so that we can make arrangements with the garage to accommodate them. We need to have a letter of agreement even with those who are not in our preferred garage list. Sorry if the agent was not clear in explaining why the fluids were not covered. The reason is that they are a consumable part of the vehicle, and are considered as regular wear and tear of the vehicle. Same, for example, why tires replacement for simple wear and tear is not included in the coverage. Finally regarding the difference between your new customer quote and renewal quote, it is mainly because you selected different driver plans: “any driver over 25 years old” for your renewal, and “named driver” for the new business quote. Our pricing model is automated and based on several questions we ask before giving you a quote. We do not ask for nationality before providing a price. And the individual agent has no way of influencing the customer quotation, other than suggesting different coverages, as changing excess, driver plan or garage plan. We hope this clarifies the points. The Roojai team

Hi Ryan, Do you mean you want us to answer some of your questions here? Regards, The Roojai team