Frequently Asked Questions

Roojai is a leading insurance provider dedicated to making insurance simple, affordable, and reliable. We offer car, EV, motorcycle, and health insurance solutions designed to meet your needs with ease and efficiency. By leveraging cutting-edge technology, we deliver a seamless online experience, from getting a quote to filing a claim.

You can contact us through various channels:

• Call our English contact centre at 02 080 9196.
• Visit our Facebook page.
• Add our LINE Official Account by searching for our ID: @roojai.

Buying an insurance policy from Roojai is straightforward. Visit our website, select the type of insurance you need, provide the necessary details, and proceed with the payment. Once the payment is confirmed, your policy will be active, and you will receive your policy documents via email.

Once you’ve chosen the coverage that best suits your needs, you can:

• Receive a quote via email: Review the details at your convenience.
• Request a callback: Our team will contact you to discuss your options.
• Activate your policy instantly: Click “Buy Now” to secure your coverage online.

Upon completing your order, you will receive a confirmation email and SMS notifying you that we have received your order. If you choose to receive physical copies, we will send your payment receipt along with your policy document to the address you provided within 14 working days. Additionally, an electronic copy of your document will be available online in the document section of MyAccount, accessible via our website and app.

You will receive the original policy document immediately on the Roojai Mobile App if selecting the e-policy option, or within 14 days after the car inspection has been completed (if required).

Roojai MyAccount is an online dashboard designed to assist our customers 24/7. Through MyAccount, you can access your insurance policy information, purchase additional services, check your payment status, download important documents, send us messages, renew your insurance, track your claim status, redeem Roojai Rewards, and refer friends to earn more Roojai Rewards.

To register for Roojai MyAccount:

1. Visit the Roojai website and click on the MyAccount menu.
2. Enter your email or ID / passport number.
3. Choose to receive the One-Time Password (OTP) via email or SMS, then input the OTP to log in.

You can also access MyAccount through the Roojai Mobile App. Currently, MyAccount is available only for existing customers.

Roojai Rewards are points awarded to customers when they renew their insurance online or refer friends. These points can be redeemed for fuel vouchers, shopping vouchers, and our kangaroo doll. We are continually expanding the selection available in Roojai Rewards.

To redeem Roojai Rewards:

• Log in to MyAccount on our website or app.
• Click on Roojai Rewards and browse the available gifts.
• Once you find what you want and have read the Terms & Conditions, click the "Redeem" button.

You will immediately receive an email or SMS with your digital coupon. If you choose a physical gift, it will be sent by post within 14 working days.

• Log in to MyAccount and click "Refer friends" or go to the Roojai website, choose “Promotions”, and “Refer a friend”.
• Choose your favourite referral method:
  • Refer them by sharing via social media.
  • Refer them by sharing your referral link or code.

When they buy an insurance policy through that link or code, you and your friends will receive additional Roojai Rewards.

You can check the expiry date of the voucher in your redemption email or SMS.

You can purchase 24-Hr Roadside Assistance, compulsory motor insurance, and car replacement service when you buy a new insurance policy on our website or when you renew online through MyAccount. Alternatively, you can purchase these additional services by calling us on 02 080 9196.

You can check all our active promotions, by visiting Roojai and clicking on the "Promotion and Discounts" section in the menu. Alternatively, you can subscribe to our newsletter to get the latest promotions and special offers via email.

To renew your policy online:

1. Log in to MyAccount on our website or app.
2. Choose your policies.
3. Click "Renewal details".
4. You can change your plan, customise your coverage, include Roadside Assistance and Compulsory insurance, and choose to pay later.

The Auto Renew option allows for hassle-free, uninterrupted coverage by automatically renewing your policy before it expires. For full terms and conditions, please check our Terms & Conditions.

The e-policy option at Roojai allows you to receive your insurance policy documents electronically. Choosing the e-policy option helps reduce waste and supports the environment. All your documents are available online 24/7 in MyAccount, accessible via our website and app.

Yes, you are entitled to cancel your insurance policy. To cancel your policy please call us on 02 080 9196. For full details, check our terms & conditions.

We guarantee that Roojai offers you the best price by using a system specifically designed for safe drivers. If you find a better price with the same coverage and terms and conditions, you are entitled to cancel the policy within 14 days from purchase and full payment, with full refund.

Read the full terms & conditions of the 100% Money Back Guarantee.

1. Check for injuries. Call 1669 for emergency services and 191 for the police if needed.
2. Use our app or call our Claims hotline at 02 080 9194.
3. Take photos and videos of the scene before moving vehicles.
4. Share details with involved parties without discussing fault.
5. Await our surveyor's arrival.
6. Use only Roojai-approved towing services.

For more information, read our guide on what to do after a car accident.

1. Use the Roojai Mobile App or call our claims hotline at 02 080 9194. Our claim experts will guide you through the process.
2. Take clear pictures of the damage to your vehicle to claim via phone.
3. Our staff will issue an online claim form and send it to your email.
4. Bring your car to one of our preferred garages. They will coordinate with us for the necessary repairs.

• Your car insurance details including policy number, car registration, brand and model of the film warranty or brand of film.
• Detail of the accident including driver's name, date of the accident, and accident location.
• Short description of the accident.
• Current location of the car or the preferred meeting point.

You can file an insurance claim easily through the Roojai Mobile App, or by calling 02 080 9194. Our claim experts will assist you with recommendations and make a claim over the phone. This will speed up the process. If you choose to replace the windscreen yourself, we will not record the claim as at fault and it will not affect your premium.

See more information about how to make a windscreen insurance claim.

Here's how you can use the Roojai Mobile App to file a claim

File an insurance claim involving a third-party

1. Open the Roojai Mobile App on your smartphone.
2. Choose “Report a claim / Roadside Assistance” from the bottom menu.
3. Select your required service: “Report an accident” or “Roadside Assistance”.
4. Use the app to share your GPS location with Roojai. This helps them locate you quickly.
5. Provide additional address details and your phone number to help our staff locate you faster.
6. Choose “Confirm Report”, and our support team will contact you shortly.

File an insurance claim without involving a third-party

To submit a without involving a third-party via Roojai Mobile App, ensure you have the following:

• Driver’s ID card / passport
• Driving licence
• Date, time, and accident location
• Your car parked in a clearly visible spot

Once ready, open the app and choose “Report a claim with no third-party” to proceed seamlessly.

Roojai updates your claim status at every step. If you want to follow the claim process, check the claim status in MyAccount or call us on 02 080 9194.

Call us on 02 080 9194 and our customer service experts will help you through the process.

1. Use a Roojai-listed garage for quicker service or contact Roojai 24 hours in advance if using a different garage.
2. Have your insurance policy, claim form, driving licence, a copy of car registration, and any communication with Roojai ready.
3. Bring your car to the garage of your choice for repair.
4. Remove personal items from your car.
5. Provide the garage with all necessary information and documents.

After your claim is closed, you will receive an email to rate your experience and leave us your feedback. Your review will be shared on Roojai. Your feedback is extremely important to improve our service.

Roojai considers additional factors to calculate your car insurance premium, ensuring it reflects your individual risk profile. Our goal is to reward safe drivers with fair pricing, rather than having them subsidise the costs of higher-risk drivers. This means you pay a premium that’s tailored to your driving behaviour and history.

Insurance premiums for younger drivers tend to be higher due to several factors, including driving experience, type of car, past claims history, marital status, and car usage. Statistically, younger and less experienced drivers are more likely to be involved in accidents, which results in higher premiums to cover the increased risk.

Insurance premiums vary based on the make and model of the vehicle. Generally, more expensive cars incur higher premiums due to higher repair costs and more expensive spare parts. Additionally, cars of similar value may have different premiums if their repair costs differ. Certain models may also attract riskier drivers, justifying a higher premium.

Absolutely! We offer competitive insurance for new cars. While car dealers may encourage you to purchase insurance through them due to high commissions, you have the option to buy insurance independently. You can obtain a quote online from Roojai within minutes or call us on 02 080 9196.

Yes, Roojai offers EV car insurance that includes specific protections for electric vehicles. Unlike traditional car insurance, which typically covers damage to the vehicle, third-party liability, theft, fire, and personal accident coverage, EV car insurance includes coverage for EV battery and wall chargers. This specialised coverage ensures that EV owners are protected against the unique risk associated with electric vehicles.

We categorise car usage into two types:

• Work-related usage: This includes driving to and from work, as well as using the car during the workday for tasks such as attending meetings. It also encompasses personal use of the car.
• Personal use: This refers to using the car solely for private purposes, such as travelling for holidays, shopping, or driving children to school. It excludes commuting to and from work and using the car during the workday.

Important: Vehicles used for commercial purposes or transporting passengers for a fee are strictly prohibited under the policy and will void the cover. "Commercial usage" refers to using the car for transporting goods, delivery services, or as a courier. Vehicles transporting passengers for a fee include all types of taxis, ridesharing, or limousine services.

You can pay your premium using one of the following methods:

• Credit or debit card
• Bank transfer or internet banking
• QR code payment
• LINE Pay
• TrueMoney Wallet

Roojai offers a 10% discount if your car is equipped with a dash camera. However, if you cannot provide video footage of the claim event upon request or if the dash camera is not installed in the vehicle, Roojai reserves the right to charge an excess of THB 1,000 at the time of each claim.

To save you time, Roojai has developed an innovative way to inspect your car. Customers can now complete the inspection through their mobile phone camera easily and from anywhere using our app.

To complete the video car inspection, follow these steps:

1. Download the Roojai Mobile App.
   • For Android (v4.0 or later).
   • For iOS (v7.1 or later).
   • Download the Visual Support app
     • Google Play Store
     • App Store
2. Ensure a stable internet connection on your mobile phone.
3. Park your vehicle in a well-lit area with enough space to move around.
4. Open the Roojai Mobile App and click the "Inspection" button to connect to the video call. Our vehicle inspection team is available.
   • Mon – Fri: 08.00 AM – 6.00 PM
   • Sat – Sun and public holidays: 09.00 AM – 6.00 PM
5. Follow the guidance of our customer service expert, who will assist you in checking your vehicle and capturing photos. The process should take no more than 5-10 minutes.
6. Receive confirmation of your coverage details after the inspection is complete.

For more detailed instructions, please visit our dedicated video vehicle inspection page.

Terms and conditions:

• Your vehicle will be fully insured once the vehicle inspection has been successfully completed.
• Roojai reserves the right to change the policy conditions (including the premium) or cancel the policy based on the results of the vehicle inspection.
• Policy documents will be sent within 14 working days after a successful vehicle inspection. E-Documents are accessible 24/7 via MyAccount.

New Roojai’s customers and renewal customers who decide to renew in advance can choose to pay in 10 monthly instalments by debit or credit card, without blocking their credit limit.

When you choose to repair your vehicle at our preferred garages, you will be entitled to the 12-month repair warranty. These preferred garages are entrusted with the control and regulation of the Thai General Insurance Committee.

In addition, Roojai will follow up each repair process for you. You can check the name, location, and telephone number of the preferred garages on our website. For more information, read the terms & conditions of the 12-month repair warranty.

Roojai offers comprehensive motorcycle insurance that covers accidents, theft, and third-party liability. Our plans are designed to provide affordable protection for riders, ensuring peace of mind on the road.

Roojai covers most standard motorcycles, with many types of insurance to choose from, including type 1, 2, 3, 2+, and 3+ motorcycle insurance. If you have specific model in mind, contact our team to check its eligibility.

You can easily purchase motorcycle insurance online through our website. Simply enter your bike details, compare coverage options, and complete your payment. Once your purchase is confirmed, you will receive your policy documents via email or Roojai Mobile App.

Depending on the plan you choose, coverage may include:

• Damage to your motorcycle from accidents, fire, natural disasters, or theft.
• Third-party liability for injury, death, or property damage.
• Medical expenses for the rider and passengers.

Currently, Roojai’s motorcycle insurance is designed for personal use only and does not cover commercial activities such as food delivery or ride-hailing.

Yes, you can track your claim status anytime by logging into MyAccount on the Roojai website or app.

Renewing your motorcycle insurance is easy. Log in to MyAccount, select your policy, and confirm your renewal. You can also customise your coverage or opt for auto-renewal for continuous protection.

For more details on motorcycle insurance coverage and pricing, call our customer service team at 02 080 9196.

Yes, the insurance policy will transfer to the new owner for the remaining policy period. However, the new owner must inform Roojai to update the driver details.

If you sell your motorcycle to a dealer, rental service, or repair/maintenance business, the insurance policy will be cancelled from the date and time of the sale. In this case, you will receive a prorated refund within 15 days after notifying Roojai.

No, your insurance becomes effective immediately upon approval and payment. You’ll receive your e-policy via email, and coverage will begin on the specified date.

Personal accident insurance coverage can be tailored to fit your lifestyle. The coverage includes:

• Accidental death, dismemberment, loss of sight, or total permanent disability
• Loss of hearing, speech, fingers, and toes
• Medical expenses per accident: Reimbursement based on the actual cost, up to the sum insured, with payments made within 15 days of receiving complete and correct medical treatment documentation.
• Daily compensation while in hospital (up to 20 days per accident).

• Coverage while riding or traveling on a motorcycle 
• Coverage for dangerous sports
• Coverage if assaulted or murdered

Dangerous sports include:

• Racing of all kinds (cars or boats)
• Horse racing
• Ski racing, including jet-ski
• Skate racing
• Boxing
• Parachute jumping (except for life-saving purposes)
• Boarding or traveling in a hot-air balloon
• Gliding
• Bungee jumping
• Diving with oxygen tank and breathing equipment underwater

Applicants must be between 1 and 65 years old on the date of application.

1. Answer the health questions on our website.
2. Read the details of the plan of your choice.
3. Fill out the form, including the start date and the beneficiary.
4. Pay online and wait for the payment confirmation email.

Annual payment: The premium is paid in full immediately or before the insurance coverage starts.

Monthly instalment: The first instalment is paid immediately or before the insurance coverage starts. The next instalment must be paid within 30 days from the payment due date.

At Roojai, you may only purchase one personal accident insurance policy for yourself.

Concealing any facts or making false statements will result in the insurance contract being voidable, which may cause the insurer to deny liability under the insurance contract as per section 865 of the Civil and Commercial Code.

You can specify a beneficiary or beneficiaries. In case of death, the company will pay the benefits to the named beneficiaries in the schedule. If no beneficiaries are named, the company will pay the benefits to the estate or heirs.

Submitting a claim: The insured, the beneficiary, or their representative must submit the required evidence to the company at their own expense.

Death or dismemberment compensation: Evidence must be submitted within 30 days from the date of the insured's death or dismemberment.

Other compensation: Evidence must be submitted within 180 days from the date of the accident. If there is a valid reason for the delay, the claim will not be forfeited.

The company will pay the compensation within 15 days from receiving the complete and correct documentation. Death compensation will be paid to the beneficiaries, while other compensation will be paid to the insured.

If there is suspicion that the claim does not comply with the policy terms and conditions, the payment period may be extended as necessary, but not beyond 90 days from the date the company receives the complete and correct documentation.

If the company cannot pay the compensation within the specified period, it will be liable to pay interest at a rate of 15% per annum on the amount due from the payment due date.

*Please read the full details in the policy wordings.