We at Orient Insurance Limited serve corporate and retail customers directly and through our business partners. While all care is taken to ensure flawless service delivery, we understand that there might still be occasions where customers and intermediaries may not feel satisfied with the services offered.

The Complaints Management Process (CMP) at Orient is a holistic process that covers all aspects of client and employee complaints. A designated officer is appointed, where customers can feel at ease to escalate their grievances with ease and ensure a speedy conclusion.

Direct your suggestions & complaints to:

Asst. Vice President – Nominated Complaints Management Officer

Contact: 01120 30311/300

Email : Tellus@orientinsurance.lk

View Document


Description Comments / Measures
Lodging a complaint by any reasonable means A phone call, email, or company website.
Handling of complaints received, including timelines.


All complaints will be acknowledged, and the company will strive to resolve it within 3 working days – If the issue is complexed timelines will be agreed with the complainant
Fair treatment of complainants


Every complaint will be handled with care and utmost responsibility and the company will strive to provide a speedy resolution. If the customer is not happy with the solution provided, we would encourage them to escalate their grievance to the Insurance Ombudsman of Sri Lanka or the Insurance Regulatory commission of Sri Lanka.
Prompt, equal, fair and efficient management of complaints


All Complaints will be professionally handled by the Nominated Officer In charge of complaints independently and a fair and fast solution will be provided.
Adequate training of staff involved in handling of complaints.


It’s through Complaints and suggestions that the company can identify potential gaps, the company will continue to learn and train all the staff relevant to the issues and keep them updated.
Internal reporting, follow-up and monitoring of compliance with the policy



All customer complaints will be recorded to ensure monitoring and follow up including alignment with the company’s compliance policy.

Download Orient Travel Care Policy – 2021 Specimen

If I have to quarantine after Covid Infection, will I be paid?

This policy is extended to cover medical expenses due to Covid-19 exclusively.  Therefore, quarantine expenses will not be covered.

If I have to cancel my trip due to Covid-19 infection whilst I am overseas, will I be able to claim?

We will pay loss of non-refundable deposits if the trip is cancelled prior to the Contracted Departure date, due to a proven Covid-19 infection of the insured. Please refer Section O. – Trip Cancellation of the policy wording.

What is the maximum number of days covered under travel policy which includes Covid Cover?

180 days

What should I do if I’m positive with Covid-19 whilst I am overseas?

  1. Immediately contact must be made with the assistance company.
  2. All claims exceeding USD 250 must be notified to specialty assistance services, and you should obtain a reference number from the assistance company when you notify a claim. In case of hospitalization, please keep all your medical reports/ bills/ invoices/ receipts safely.
  3. Fill in the claim form and send all documents to our Corporate Office to reimburse OPD expenses.
  4. In case if you are hospitalized, follow the guidelines as informed by the assistance company.


Please refer Part VII: Claim Procedure of the policy

Do I have to do a PCR test before I go abroad?

The cover will be provided subject to a waiting period of 14 days or negative test results of Polymerase Chain Reaction (PCR) Test performed by the Insured within 72 hours prior to travelling/departure. The Insured must perform the PCR Test from a Hospital approved by the Ministry of Health, Sri Lanka.

How much do you pay for Covid claims?

Coverage 06 months to 70 years & 364 days from 71 to 80 years & 364 days from 81 to 84 years & 364 days
 Gold Platinum Gold Platinum Gold Platinum
Medical Expenses due to Covid-19 Infection (Deductible: $ 100) $20,000 $40,000 $5,000 $10,000 $4,000 $5,000
Coma / Death due to Covid-19 $4,000 $6,000 $2,000 $3,000 $2,000 $3,000
Evacuation / Repatriation due to Covid-19 Included Included Included Included Included Included
Travel Cancellation / Interruption due to an actual Covid-19 Infection $500 $1,000 $500 $1,000 $500 $1,000



Do you pay compensations if there is a fatality due to Covid-19?

We will pay a Sum shown in the Policy Schedule or the Schedule of Benefits due to a Coma/ Death arising from Covid-19 infection to the insured during an Insured journey while this Policy is in effect.

Please refer Part II: Coverage, Section A. Accident Death and Dismemberment on our Travel Policy.

Can I obtain an annual travel cover with Covid?

Covid-19 coverage is only provided on per trip basis and is not included for Annual Multi-Trip.


 Is the Covid-19 cover provided with a separate sum Insured?

Cover provided as a sublimit under Main benefits.

Main Benefits Cover Sub-limit
A. Accident Death and Disablement Benefit Coma/ Death due to Covid-19 40% of the respective limit under the Accident Death and Disablement Benefit (Gold or Platinum plans)
B. Accident & Sickness Medical Expense Benefit Medical Expenses due to Covid-19 40% of the respective limit under the Accident & Sickness Medical Expense Benefit (Gold or Platinum plans)
L. Repatriation of Remains Repatriation due to Covid-19 Included under the above benefits B.
O. Trip Cancellation Travel Cancellation due to an actual Covid-19 Infection of the Insured Gold Plan: $ 500
Platinum Plan: $1,000

Please refer Travel Policy.


Question Answer
Q – I have paid the premium online. How can I obtain the documents related to my insurance cover? A – If you have paid the total premium mentioned in our Renewal Notice in full, we will send your motor policy and
the insurance card to the address mentioned in the policy documents by post.
Q – How can I contact you for any clarifications related to the renewal of my insurance policy and the payment that
I have made using your website?
A – Please call our Motor Underwriting Department on 011 2030300 or 011 2030324 on any working day between 8.30
a.m. and 5.00 p.m. It is our privilege to attend to your queries.
Q – I made only a part payment using the Orient Payment Gateway to renew my motor policy. Will this make my insurance policy valid? A – Unless you make the full payment, we will not be able to renew your motor policy.
Q – I did not receive a confirmation stating that my payment by card has been processed. How can I have this confirmation? A – If you have any doubts, you need to contact your card merchant/bank immediately to clarify whether your card has been debited with the payment. If your merchant/bank confirms that your card has been debited, please contact our Finance Department on 011 2030300 or 011 2030394 during working hours and let us have the date of the transaction, insurance policy number, vehicle number and your name. You may also contact us on email: info@

An Insurance contract is a contract whereby an Insurer upon receipt of a premium agrees to indemnify the insured against unforeseen loss or damage which arises from the occurrence of a peril insured against.

The indemnification is always subject to Insured and his agents or servants complying with various terms, conditions & warranties written in or incidental to the contract.

Gross Written Premium denotes the total amount of insurance business written by the insurer based on a monetary value. This amount includes the pure risk premium, the charges, expenses, cost of re-insurance and related expenses including the Insurers margin for profit.

General Insurance business constitutes all forms of insurances transacted by an insurer other than business transacted on contingencies dependent on human life with the exception of Personal Accident insurance. General insurance policies are mainly written against perils & risks associated with tangible & intangible properties & assets. However, any financial loss arising from the interruption of a business following an accidential physical loss may also be covered under General Insurance. In addition to Business Interruption Insurance, financial losses arising from third party claims could also be covered under General Insurance. Motor insurance, Property Insurance, Marine Insurance, Business Interruption, Title insurance, Personal Accident Insurance and the like forms an essential ingredient in the composition of General Insurance business.

The process undertaken by the Insurer in evaluating a risk and deciding whether or not to insure and the terms & conditions upon which the business should be undertaken is called underwriting in insurance.

Indemnity is the fundamental and a core principle of insurance providing for the payment of compensation against loss or damage suffered by a person having an insurable interest over a property, activities or the life of a person. Indemnity effectively restores the pre-accident position of a person with compensation

Reinstatement is a further development to the principle of indemnity which means that in return for an exchange of an additional premium the insured will stand to receive a payment which enable him to construct or buy a brand new building or equipment of a similar make or type or specification held and was destroyed by a peril insured under the policy. This cover is commonly called the ‘new for old cover’. Eg: a person who held a house containing 2000sqft. made  with  bricks, asbestos, cement & other standard construction with an age standing of 10yrs, will upon its loss get a similar and identical replacement without any deduction for depreciation, wear & tear

Insurable Interest is the right to insure arising out of a financial relationship which exist between the Insured and the subject matter of insurance. A person who is likely to suffer a financial loss from the loss of any property to which he/she has a legal nexus, is said to be having an insurable interest against the subject matter of insurance. Eg: a person owning a property, a bank or an institution lending on the purchase or construction or otherwise as a security against a facility will have a insurable interest over the subject property.