Insurance, Protection & Claims Policy

This policy explains how insurance and protection work across the Movezle platform — AURVITRUCK (customers and cargo), AURPulse (drivers and assistants), AURForge (fleet owners and vehicles) and LAKHSONN OS — and how claims are handled through Movezle Claims. Together these are branded Movezle Protect.

1. Purpose

To set out, for every participant in the Movezle ecosystem, what protection may be attached to a transaction, who the beneficiary is, what Movezle does and does not do, and how a claim is raised, assessed and settled.

2. Scope

This policy applies to every eligible Movezle transaction: freight bookings, cold-chain, frozen and pharma transportation, warehouse and dark-store services, driver and assistant services, fleet and vehicle attachment, FuelTag, Movezle Pay, FASTag services, financing and the insurance marketplace. Which protection layer applies to each service is listed in section 29. Where a service has no protection product attached, the booking is shown as Not Covered.

3. Insurance partners

Movezle works with multiple licensed insurance partners. Each partner offers its own products — for cargo, cold chain, commercial vehicles, third-party liability, personal accident for drivers and assistants, and warehouse stock and liability — with its own policy wording, sums insured, premium, deductible, claim-notification deadline, required documents, exclusions and grievance officer. When you buy cover in the app you choose from the products available for your shipment, vehicle or person, and the partner and product you chose are named on the certificate. The terms that apply are always those of the chosen partner's policy; they can differ from one partner to another even for the same type of cover. If no partner product is shown for something, that cover is not available and should not be assumed.

The current list of partners, with their IRDAI registration numbers and grievance contacts, is published in the app and on this page once each agreement is in force.

4. Movezle's role

Depending on the arrangement in force, Movezle may provide: discovery of insurance products, quotation, collection of premium where authorised, the policy-issuance workflow, linking a policy to a trip, vehicle, driver or assistant, claims assistance, documentation, and status tracking. Movezle does not underwrite risk, decide claims or guarantee that a claim will be paid. The insurer decides coverage and admissibility under its policy.

5. Customer protection (AURVITRUCK Protect)

Every booking shows an Insurance status — Protected, Optional or Not Covered — and, when a policy is attached, the coverage type (goods in transit, accident, theft, damage, temperature excursion, loading/unloading, natural calamity or other selected risks), the insured value, the premium, the policy or certificate number, the insurer and the coverage period. The exact cover is always that of the underlying policy; the status label is a summary, not a promise.

6. Cargo insurance

Cargo protection can be purchased for FMCG, frozen food, pharma, dairy, meat, seafood, fresh produce, electronics, industrial goods and general cargo. Coverage options, where the policy provides them, include theft, accident, fire, collision, damage, loading/unloading risk, transit risk, temperature excursion for eligible cold-chain policies, refrigeration-equipment failure where specifically insured, natural calamity, water damage and pilferage. The declared value of the goods must be accurate; a discrepancy between the declared and actual value may reduce or void a claim under the policy.

7. Cold-chain protection (ColdChain Protect)

For refrigerated, frozen and pharma shipments the platform monitors temperature, humidity where applicable, door openings, GPS, vehicle movement, reefer status and power or fuel status. If the temperature moves outside the agreed range the system records a Temperature Excursion event with start and end time, set, minimum, maximum and actual temperature, location, door events, vehicle, driver and shipment, and may automatically open a potential claim event. A sensor event is evidence that an excursion occurred; it is not proof that the insurer will pay. Whether the loss is covered is decided by the insurer under the policy.

8. Driver protection (AURPulse Protect)

Drivers may be covered under an AURPulse Driver Protection Plan in tiers — Basic (accident protection), Plus (accident, medical and emergency assistance) and Pro (accident, medical, income protection and enhanced assistance). Benefits can include accidental death, permanent total or partial disability, accident medical expense, hospitalisation, emergency and roadside assistance, ambulance, family assistance and income protection, each only where the selected policy provides it. Sums insured and benefits are set by the insurer and are not guaranteed Movezle benefits.

9. Driver assistant protection

Assistants are covered under AURPulse Assistant Protection on the same structure as drivers, subject to the policy and eligibility: accidental death, permanent disability, accident medical expenses where selected, emergency assistance and trip-related assistance. The booking records the number of drivers and assistants on the trip and the platform determines the eligible insured persons from the purchased policy.

10. Fleet owner protection (AURForge Protect)

Fleet owners can hold, for every vehicle, commercial vehicle own-damage cover, the mandatory motor third-party liability policy, accident protection, theft, fire, natural calamity, roadside assistance, selected add-ons (zero depreciation, engine protection, return-to-invoice), driver and occupant protection, loss-of-use or income protection and goods-in-transit cover, each where purchased.

11. Vehicle insurance profile

Each vehicle on AURForge carries an insurance profile: registration number, vehicle type, GVW, payload, refrigeration system, vehicle age, insurer, policy number, IDV, policy start and expiry, third-party expiry, fitness, permit and PUC expiry, and insurance status. The fleet owner is responsible for keeping these accurate and current. See section 26 for expiry handling.

12. Third-party liability

Motor third-party liability cover is mandatory for every vehicle operating on the platform and is the responsibility of the vehicle owner. Claims by third parties are handled under that policy by its insurer; Movezle does not assume the vehicle owner's liability.

13. Premiums

Premiums are shown before purchase and, where Movezle collects premium under an authorised arrangement, are paid through the app. Where the insurer collects directly, the app will say so. Premiums for cargo cover are in addition to freight and are shown as a separate line on the quote.

14. Coverage limits

Cover is limited to the sum insured or limit stated on the certificate. Losses above the limit are not recoverable under the policy.

15. Deductibles and excess

Each policy may carry a deductible or excess that is borne by the insured and deducted from any settlement. The amount is shown on the certificate.

16. Exclusions

Coverage is subject to the exclusions of the actual policy. Depending on the policy, typical exclusions can include intentional damage, fraudulent claims, unlawful use, driving without the required authorisation, invalid or expired documents where material to the claim, unauthorised use of the vehicle, alcohol or drug-related exclusions, normal wear and tear, mechanical breakdown unless specifically covered, pre-existing damage, improper packaging, declared-value discrepancies, unapproved route or use, consequential losses unless specifically insured, and temperature loss where no temperature cover exists. The policy wording governs; this list is illustrative only.

17. Claim notification

An incident must be reported in the app as soon as possible and in any case within the time the policy requires. On an incident the platform creates a claim with a reference in the form MZ-CLM-YYYY-NNNNNN, records the first notification of loss (FNOL) and notifies the insurer. Late notification may prejudice the claim under the policy.

18. Required documents

Depending on the event, the claim collects the trip and booking IDs, vehicle, driver, customer, cargo details, invoice, e-way bill where applicable, proof of delivery, GPS trail, photographs, video, temperature logs, police report where required, repair estimate and any other supporting document the insurer asks for. The platform assembles what it already holds; the claimant must supply the rest.

19. Survey and assessment

The insurer may appoint a surveyor or assessor. The claimant and, where relevant, the fleet owner and driver must give access to the vehicle, cargo and site, and cooperate with the assessment.

20. Claim settlement

A claim decision is one of: approved, partially approved, rejected, or more documents required. Settlement is paid by the insurer according to the applicable policy to the beneficiary in section 28. Where the insurer settles through Movezle under an authorised arrangement, the amount is credited to the beneficiary's Movezle account or bank account on file.

21. Claim rejection

If the insurer rejects a claim, the reasons are shown in the app. The claimant may ask for a review through the insurer's grievance process (section 27). Movezle will assist with documentation but cannot overturn an insurer's decision.

22. Fraudulent claims

A claim that is false, inflated or supported by altered evidence will be reported to the insurer and may lead to suspension or termination of the account, recovery of amounts paid and referral to the authorities.

23. Duplicate claims

The same loss shall not be compensated more than once under multiple Movezle protection arrangements, except where separate policies independently provide benefits that are legally payable. The platform cross-checks claims across vehicle, cargo, driver and assistant protection for the same incident.

24. Policy cancellation

A policy can be cancelled according to its own terms. Trip-linked cargo cover is cancelled automatically when the booking is cancelled before the cover period begins. Cancellation after cover has started is subject to the insurer's rules.

25. Policy refunds

Premium refunds, if any, are those permitted by the insurer's policy and are paid by the original method. Movezle refunds any premium it collected for cover that was never issued.

26. Policy expiry

For every fleet vehicle the platform warns at 30 days (expiring), 15 days (renewal required) and 7 days (urgent) before expiry. When a vehicle's insurance or another mandatory document has expired, the vehicle is blocked from eligible operations until compliance is restored, subject to applicable law and Movezle's operational policy. The same rule applies to driver documents.

27. Grievance redressal

Complaints about a claim or an insurer go first to the grievance redressal officer of the partner that issued the policy, named on the certificate and in the claim screen. If unresolved, the policyholder may escalate through IRDAI's Bima Bharosa portal. Complaints about the platform's own handling go to Movezle support (see Contact Us).

28. Who receives the benefit

29. Protection layer by Movezle service

Insurance availability and coverage depend on the applicable insurance product, insurer, eligibility, premium, policy terms, exclusions, limits and conditions. No Movezle service is automatically insured.

30. Insurer responsibility, platform responsibility and limitation of liability

The insurer is responsible for the policy, its terms, the claim decision and the settlement. Movezle is responsible for the accuracy of the information it displays from the policy, for the claims workflow it operates, and for the security of the data it holds. Movezle is not liable for a claim that the insurer declines or reduces, for losses above the sum insured, for an uninsured trip, vehicle, driver or assistant, or for any consequential loss. Nothing in this policy limits liability that cannot be limited by law.

31. Applicable law

This policy is governed by the laws of India. Insurance products are governed by the Insurance Act, 1938 and the regulations of the Insurance Regulatory and Development Authority of India (IRDAI). Disputes with Movezle are subject to the dispute resolution clause in our Terms of Use.

Roadside assistance (towing, recovery, mechanic, reefer technician, driver replacement) is a separate coordination service under our Roadside Assistance, Breakdown & Vehicle Protection Policy; it is not insurance and does not decide whether a loss is covered.

Related: Detention & Waiting Charges · Payment Terms · Shipping & Tracking Terms · Movezle Protect.