KAI Strengthens Support for Affected Passengers and Families in East Bekasi
PT Kereta Api Indonesia (Persero) continues to strengthen support for customers and families affected by the incident at East Bekasi Station. This support is provided through information posts, facilitation of advanced health services, medical expense claim mechanisms, and trauma healing services.
KAI President Director Bobby Rasyidin stated that the company's main attention is currently focused on affected families and customers to ensure they continue to receive support while the handling process is ongoing.
"We convey our deep sorrow and deepest apologies to all affected families for this incident. KAI is present to directly express condolences, listen to the families' needs, and ensure that support runs well. In this difficult situation, we want families and customers to feel supported," Bobby said.
Bobby emphasized that KAI continues to coordinate with all relevant parties to ensure the handling process is well-directed, including in the fulfillment of health services and psychological support for customers and families.
KAI Vice President of Corporate Communication Anne Purba explained that customers requiring advanced medical treatment can be facilitated through the East Bekasi Information Post. Officers assist with data collection and verification based on payment tools containing travel data such as multi-trip tickets or electronic money, customer identification, as well as medical and other supporting documents.
'Through the verification process, customers' travel history can be traced so that assistance becomes more targeted. Once the data is verified, officers will direct customers to health facilities according to the recommendations of the KAI Health Unit and assist with the registration process at referral hospitals," Anne said.
For customers who have paid for medical expenses independently, KAI has prepared a claim or reimbursement mechanism. The required documents include payment tools, customer identification, receipts and itemized medical expenses, medical resumes, and a copy of the bank account. Once the files are declared complete, the claim process will be coordinated with the insurance provider.
"The claim process takes a maximum of 21 working days after the files are declared complete. Subsequently, customers will be contacted again by the relevant party along with KAI," Anne stated.
KAI also facilitates trauma healing services for customers in need. Applications can be made through the information post or call center 0812-9660-5747. For initial assessment, assistance can be provided via telemedicine, while trauma healing for families of deceased customers will be conducted directly by KAI.
"We understand that recovery encompasses the physical and psychological condition of customers and their families. Trauma healing services are prepared so that the support process runs more calmly and in a directed manner," Anne concluded.
VP Corporate Communication KAI