Frequently asked questions

As a Wolt Courier Partner, Onsi will send an email inviting you to register. Signing up is simple and takes less than 30 seconds. From then on, you’ll be able to see your insurance cover and quickly make a claim, all in one place.

Questions about the insurance cover

Q: Am I eligible?

All Wolt Courier Partners in participating countries are eligible for accident insurance whenever they are making deliveries or waiting for deliveries on the Wolt app, as long as they are a permanent or temporary EU resident and have an address in the EU.

Q: How do I sign up to Onsi?

Q: Is my insurance free?

Wolt is providing you with this insurance completely free of charge. They’ll take care of all the costs - all you have to do is sign up!

Q: Do I need to activate my insurance?

No, everything is already taken care of, although if you’d like to find out more about your insurance or make a claim, you’ll need to register with Onsi.

Q: What am I covered for?

You’re covered for a number of events if an accident happens while you’re out working with Wolt:

Accident & Injury

If you suffer a dislocation or fracture as a result of an accident that happens while you’re out making deliveries, you’ll be able to claim a lump sum of money, unless it’s a finger or toe that’s been injured. You’ll also be able to claim back medical or dental expenses from accidents that happen while you’re out making deliveries, and if you have to stay in the hospital for more than 48 hours, you’ll be able to claim an extra lump sum of money each day for as long as you’re in there, up to a maximum of 2 weeks.

Disablement

You’ll be able to claim a lump sum for a serious injury that leaves you permanently disabled, either partially or totally.

Accidental death

In the case of accidental death, your family will be able to claim a lump sum of money. In addition, they’ll be able to fast-track urgent expenses, to cover funeral or repatriation costs.

Please check your account to see how much you’re covered for.

Q: What if I get sick?

Unfortunately, your insurance doesn’t include sick pay - although you’ll soon have the option to buy this cover for yourself, on top of your existing insurance.

Q: Is my vehicle covered?

Unfortunately, your vehicle insurance isn’t covered by Wolt.

Q: When am I covered?

You’re covered for whenever you’re out making deliveries with Wolt or waiting for deliveries on the Wolt app, as well as for 1 hour after going offline for the day.

Q: What if I also work with companies other than Wolt?

That’s fine! You’re still covered, as long as your accident happens while you’re out making deliveries with Wolt or waiting for deliveries on the Wolt app.

Q: Does this replace my personal insurance?

This insurance is on top of any legally required insurance policies, and it’s not meant to replace your existing insurance. If you're not sure you want this insurance, please just reply to this email to get in touch.

Questions about claims

Q: How do I make a claim?

Q: There was an accident, what do I do now?"

To make a claim, you’ll need to log in to Onsi and enter a few details about yourself and what happened. You’ll also need to upload some evidence, including medical evidence and receipts for expenses, and provide your bank details for your compensation to be transferred to you once your claim is approved.

Q: What evidence do I need to make a claim?

To claim for an accident or serious injury, you’ll need to provide proof of your injury, such as a doctor’s note.

To get compensation for a hospital stay, you’ll need to provide proof that you’ve been in the hospital, for example from your medical records.

To get reimbursement for expenses, such as medical expenses, you’ll need to provide an invoice or receipt.

Finally, to claim for accidental death your family will need a death certificate, although they will be able to claim funeral expenses without having to wait for this to come through. To claim on funeral expenses, they’ll need an interim death certificate.

Q: How do I prove I was online on the Wolt app when my accident happened?

No need to worry, Wolt will provide confirmation that you were online when the accident happened.

Q: How long will it take to receive my compensation?

Once you’ve submitted your claim, it will be reviewed to make sure you’ve claimed for something you’re insured for, and that you’ve uploaded the right evidence. Once your claim has been approved, the money will be in your account within 5 days. (Whole process can take 15-20 days).

Other

Q: I’ve got a question that’s not answered here. What do I do?

If you’ve got any other questions about your insurance, feel free to reach out at support@onsi.com.

Questions about Third Party Liability

Q: What is Wolt’s Courier Partner Third Party Liability all about?

This is insurance coverage for you as an independent Wolt courier partner. Wolt is the policyholder and it covers the legal liabilities if you cause bodily injury or property damage to other people (known as “third parties”) while making deliveries and/or acts in the interest of Wolt.

Q: Do I need to somehow activate this insurance?

No, you are automatically covered and don't have to do anything.

Q: When am I covered?

You are covered while making deliveries or acting in the interest of Wolt. However, please note the following:

Couriers delivering with a bike are covered by the insurance throughout the time they are logged online on the Partner app and delivering with Wolt either biking or walking.

Couriers delivering with a car or a scooter are covered when they are off-vehicle (on-foot). At other times, car and scooter couriers are covered by their own (non-Wolt-related) mandatory motor vehicle liability insurance that’s required by law.

Q: I already have mandatory motor vehicle liability insurance / traffic insurance. How does it relate to the general third-party liability insurance?

The insurance provided through Wolt always comes on top of what’s required by law, such as the mandatory motor vehicle liability / traffic insurance for motor vehicles. This means that you still have to always have your mandatory motor vehicle / traffic insurance, as it’s required by law. However, this new insurance gives car and scooter couriers coverage in certain situations where the traffic insurance does not, such as if there’s an incident when you’re are logged online on the Wolt Partner app, but are off/out of your vehicle (on-foot).

Q: I already have third-party liability insurance. How does it relate to the general third-party liability insurance provided by Wolt?

The insurance provided through Wolt always comes on top of your active insurance policy. Specifically insurance that provides protections for the same liabilities this coverage provides and does not contribute to any insurance you or your employer has purchased.

Q: What is covered?

Courier Partner Third Party Liability insurance is protection in the event you are legally liable for causing an injury or property damage to other people (known as “third parties”).

Things covered are:

+ When you are logged online on the Partner app

+ Accidental bodily injury you cause to a third party

+ Accidental damages you cause to property that belongs to a third party

Q: What is not covered?

× When not acting in the interest of Wolt

× When causing damage or injury to third party, while driving a motor vehicle

× Injury to yourself and/or damage to property owned by yourself

× Damage to and/or loss of delivery items

Q: Is damage to my own property covered?

The current insurance coverage provided by Wolt does not cover damages to your own property, like bike, phone, motorcycle, or car. However, if you are delivering with a motor vehicle and have an incident with another motor vehicle that is at fault, damages to your property are often covered by the other vehicle’s mandatory motor vehicle liability insurance. As a bike courier, you can consider getting additional insurance to cover damage to your property. For this, please contact your insurance provider directly.

Q: What should I do in case of an accident?

At the scene, avoid saying “It’s my fault.”
Safety first, if there is anyone injured contact the emergency services
Get the name, address, phone number & license plate of the other person
Take pictures of the damage, if possible
Give the third party the contact details of tpl.claims@wolt.com
As soon as you are home make a claim to tpl.claims@wolt.com

Q: What information do I provide with my claim?

What happened?
When and where did it happen?
Did the accident cause damage to someone else?
Do you have any relevant photos (for example showing damage)?
Can you provide contact details – and a possible license plate number – for anyone else who was involved in the accident?
Did anyone witness the situation? If so, can you provide their contact details?
If a motor vehicle was involved, can you give a copy of any official accident statement form that you or someone else has filled in regarding the accident – for example, the standard European Accident Statement form.
If you have a statement from the police, can you share this?

Q: How do I make a claim?

If you were driving a motorized vehicle when the accident happened, you will need to contact your insurance company and they will instruct you what is required. If you were delivering with a bicycle, e-bike or simply on foot during the accident, give the third party the contact details of tpl.claims@wolt.com.

As soon as you are home; report the incident to tpl.claims@wolt.com with the following information:

Your name, address and phone number
Name and contact details of the third party involved in the incident
Attached pictures, video, audio, police report, official accident statement, if possible
Short description of the incident:
When it happened (date and time)
Where it happened (address, street name etc.)
What happened according to you
Why it happened

Q: What should I do if I injure someone else while delivering for Wolt?

Safety first! The first thing to do in the case of an accident is to check that all parties are okay. If anyone is injured or in danger, call the emergency number and make sure help is on the way.

Q: I have another question about the general third-party liability insurance.

No worries! We’re happy to answer it and possibly later include it in this Q&A. Please contact Wolt through courierinsurance@wolt.com, and we’ll get back to you as soon as possible.

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