Wolt FAQ
General*
This is an insurance coverage that is completely free for you as a Wolt courier partner in Israel.
The insurance plan includes:
- Personal accident insurance for all Wolt courier partners in Israel, which covers death by accident or permanent disability as a result of an accident
The insurance only covers accidents that occur during the time you are available for Deliveries, in Wolt’s defined areas of activity and Wolt’s defined activity hours, and logged into the Wolt Partner app.
You will also be covered, for personal accident insurance only, also on your way home. Such coverage will be in effect for 30 minutes from the moment you have logged off the Wolt Partner app, provided you have been available for performing deliveries and logged into the Wolt Partner app for at least 60 consecutive minutes.
No, you are automatically covered and you don’t have to do anything. However, if you do not wish to benefit from this free insurance, you can opt out at any time via Wolt’s chat
The insurance company is Menora Mivtachim insurance company.
Demandoo, of the Madanes insurance group, is the company that will assist you with any questions and claims
Safety first! The first thing to do in case of an accident is to check that all the parties involved are okay. If anyone is injured or in danger, call the emergency number and make sure help is on the way.
Afterwards, and to the extent that there are any injured parties or any damage to property, please exchange full contact information (full name as appears in ID, email, phone number, address, License plate numbers etc;) with the other parties and any possible witnesses. Take photos of any potential damage to vehicles or property. Later, and within reasonable time, you should file an insurance claim.
You simply click here and fill out the relevant form
It’s fine to provide services to other companies. However, please note that you are covered by this insurance only while you are available for performing deliveries and logged on the Wolt Partner app.
It is important that you make sure that your contact information is updated in the Wolt Partner app, including your full name, personal ID, email address, home address and type of vehicle. You can submit these details when you file a claim, but it’s also important to keep them up to date in the Wolt Partner app.
The current insurance coverage provided by Wolt does not cover damages to your own property, such as your bike, phone, motorcycle or car.
However, if you have been injured in an accident with another motor vehicle, the damage to your property is often covered by the other vehicle’s motor vehicle liability insurance.
As a courier, you can consider getting additional insurance to cover any damages to your property.
Login to “My Account“. There you can see the status, add missing documents and send messages regarding your claim
Please contact Wolt through courierinsurance+israel@wolt.com, and we’ll get back to you as soon as possible 🙂
* For avoidances of any doubt, it is hereby clarified that the answers and contents in this website are subject to the terms and conditions of the Policy and in any event of contradiction and/or discrepancy between the aforesaid in this website and the terms of the Policy, the terms of the Policy will prevail.
Personal Accident Insurance
Personal accident insurance provides a lump sum in case of death by accident or permanent disability as a result of an accident that occurred while you were available for performing deliveries and logged on the Wolt Partner app.
For more information, see the full terms, conditions & exclusions of the insurance policy.
You are covered by this insurance at all times while you are available for performing deliveries and logged on the Wolt Partner app, subject to the terms and conditions of the policy and its exclusions.
The personal accident insurance will also cover you on your way home. Such coverage will stay in effect for 30 minutes from the moment you have logged off the Wolt Partner app, provided you have been making deliveries and logged into the Wolt Partner app for at least 60 consecutive minutes.
The personal accident insurance offered by Wolt does not include a deductible for the courier partner. As long as the accident is covered by this insurance, you do not have to pay anything yourself
The insurance provided through Wolt always comes on top of what’s required by law, such as the mandatory motor vehicle liability insurance. This means that you still have to have valid mandatory motor vehicle insurance at all times.
However, Wolt’s personal accident insurance does provide coverage for courier partners with motor vehicles in certain situations that are excluded from the mandatory motor vehicle insurance, such as accidents that occur while you are available for performing deliveries and logged on the Wolt Partner app but you are off/out of your motor vehicle
From the moment that Wolt confirms that you were an active Wolt courier partner at the time of the accident, Demandoo, of the Madanes insurance group, will take care of your claim.
Demandoo will walk you through all the steps and will be in charge of handling the claim vis-à-vis the insurance company, from the initial filing stage and until a final answer is provided by the insurance company, while ensuring that the claim is handled optimally and in accordance with the terms of the policy.
Demandoo will provide you with routine updates on the status of the claim via SMS. You can contact Demandoo with any question regarding the status of the claim using the contact information that will be sent to you after filing the claim: paclaims@demandoo.com
Whenever a physical injury occurs, the first thing you should do is visit a doctor or go to a hospital. Personal accident insurance claims are always paid based on evidence; you can get – and should request – the relevant records from your doctor or hospital.
Below is the list of documents you will have to submit:
In case of permanent disability as a result of an accident:
- Claim form + a medical confidentiality release form;
- Medical records from the date of the event detailing the cause of the accident (emergency room and/or hospitalization summary, etc.);
- A medical opinion regarding the percentage of disability;
- The National Insurance Institute protocol (if applicable);
- Confirmation from the police (if applicable);
- A copy of a check or confirmation of the bank regarding the use of your bank account.
In case of death as a result of an accident:
- Claim form;
- Medical records from the date of the event detailing the cause of the accident (emergency room and/or hospitalization summary, etc.);
- Confirmation from Magen David Adom (MDA);
- Death certificate;
- Confirmation from the police;
- An inheritance order or probate order, as well as a photocopy of the ID of the legal beneficiaries/heirs.
According to Israeli law, the insurance company must make a decision regarding an insurance claim within 30 days of receiving all the necessary documents.
To the extent that the claim is approved for payment by the insurance company in accordance with the terms and conditions of the policy, the damages will be paid as a lump sum to your bank account, the details of which will be provided by you when you file the claim.
The payment will appear in your bank account within 3 business days at the latest.
Please contact Wolt through courierinsurance+israel@wolt.com, and we’ll get back to you as soon as possible 🙂
Third party liability insurance
Third party liability insurance protects you in case you cause any damage to other people (known as “third parties”) or to their property.
Third party liability insurance covers an unexpected event that caused damage to a third party.
Third party liability insurance covers:
- Physical injury, death, illness, harm or physical, mental or psychological impairment;
- Damage and/or loss to third party property;
- Reasonable expenses for legal defense, preapproved by the insurer.
All Wolt couriers are covered except in cases in which the accident occurred as a result of the courier partner’s use of a motor vehicle.
Courier partners who make deliveries with cars, motorcycles, scooters or other motor vehicles as defined by law, are covered by Wolt’s third party insurance only whilst not using the motor vehicle (such as when being on foot or waiting for a delivery away from the motor vehicle).
Courier Partners who make deliveries using a motor vehicle, are required to obtain separate insurance in accordance with the law and the agreement with Wolt
You are covered by this insurance while you are available for performing deliveries and logged on the Wolt Partner app, whether you are riding or walking.
Courier partners who make deliveries with cars, motorcycles, scooters or other motor vehicles as defined by law, are not covered by Wolt’s third party insurance whilst using the motor vehicle, and are required to obtain separate insurance in accordance with the law and the agreement with Wolt.
Wolt’s third party insurance for the courier partners has a $500 deductible per claim.
That is, the insured courier partner must pay the first $500 that the insurance company is required to pay for the claim, whether such is required for ascertaining the circumstances of the event, legal defense costs, or as payment for the injured third party.
Wolt’s third party liability insurance covers courier partners with cars, motorcycles, scooters or other motor vehicles as such are defined by law, only if the accident was not caused by the courier partner’s use of such motor vehicle.
In the event that the accident was caused by the courier partner’s use of a motor vehicle, the courier partner’s personal insurance, as required in accordance with the law and the agreement with Wolt – must be activated.
- A description of the accident;
- When and where the accident happened;
- Information about physical injuries as a result of the accident;
- Information about damage to property as a result of the accident;
- Contact information of eyewitnesses to the accident;
- Any information concerning police involvement;
- Any other information that may assist in resolving the claim, including photos of the damage.
From the moment that Wolt confirms that you were an active Wolt courier partner at the time of the accident, Demandoo, of the Madanes insurance group, will take care of your claim.
Demandoo will walk you through all the steps and will be in charge of handling the claim vis a vis the insurance company, and will inform you of any need for additional information and/or documents.
Menora Mivtachim is the insurance company that handles the claims and is in charge of determining the damages to third parties (if any), in accordance with the provisions of the policy and any law.
You can contact Demandoo with any question regarding the status of the claim at contact information: tplclaims@demandoo.com
Please contact Wolt through courierinsurance+israel@wolt.com, and we will get back to you as soon as possible 🙂