---
title: "After a disaster in Indonesia: replacing your KTP-el, family card and certificates, and getting help"
canonical: https://panduanwarga.org/en/guides/help-after-a-disaster/
language: en
category: "Emergencies & environment"
reviewed: 2026-10-14
modified: 2026-10-14
publisher: "Panduan Warga (independent; not a government website)"
reviewed-by: "Kaiser Khan (https://panduanwarga.org/en/about/kaiser-khan/)"
---

# After a disaster in Indonesia: replacing your KTP-el, family card and certificates, and getting help

**How do I replace a KTP-el, family card or certificate lost in a disaster, and how do I get government help?**

Civil registration documents lost or damaged in a disaster are replaced free of charge by the local Dukcapil office, which can set up service posts at the disaster site or in evacuation shelters; if your record is not yet in the database, Dukcapil issues a temporary identity letter (SKPTI). Government help, such as supplies funded by BNPB’s emergency fund, Ministry of Social Affairs compensation and house-repair grants, is based on official registration, so make sure you and your family are recorded at the shelter post, with your neighbourhood head (RT/RW) or at the village or ward office. If aid is late or never arrives, ask the post or the local disaster agency (BPBD) first, then complain through SP4N-LAPOR! or the Ombudsman.

## What to have ready

- Any identity documents you still have: KTP-el, family card (KK), certificates or passport, including damaged ones, plus copies or digital photos.
- Your and your family members’ NIK (shown on the KK or in IKD); give it only to official staff.
- Photos or videos of the damage to your home and belongings, taken once it is safe.
- Your bank’s name and your account number, and your BPJS card number if you remember it.
- Your policy number and the insurer’s contact details, if you are insured.
- Notes on your registration: the name of the post, the date you were registered and the staff or RT/RW who recorded you.

## Steps after a disaster

1. **Make sure you are registered as a victim.** Register yourself and every family member at the evacuation post, with your RT/RW or at the village or ward office, even if you are staying with relatives. This data is used to identify victims, distribute aid and replace documents.
2. **Replace civil documents at a Dukcapil post.** Once a disaster emergency status is declared, Dukcapil can open an emergency civil-registration post, serve people in shelters, or work online and through Dukcapil self-service kiosks (Anjungan Dukcapil Mandiri). Staff record which documents were lost or damaged and issue replacements. Bring damaged documents with you; do not throw them away.
3. **Ask for an SKPTI if your record is missing.** If you have lost your home, are in a shelter and your details are not yet in the population database, Dukcapil issues a Temporary Identity Replacement Letter (SKPTI). It serves as your identity until your KK, KTP-el, child ID card (KIA) or certificates are issued.
4. **Check BPJS and your digital documents.** Check BPJS Kesehatan (health insurance) membership in the Mobile JKN app or through Care Centre 165, and BPJS Ketenagakerjaan (employment insurance) in the JMO app, which includes a Digital Card. If your IKD is active or you saved electronically signed PDF documents from Dukcapil, show them or print copies.
5. **Contact your bank and lenders.** Block a lost ATM card through the bank’s official call centre, then arrange a replacement card or passbook. If you cannot keep up repayments, ask your bank or finance company about restructuring (changing the payment schedule or terms), especially if OJK has declared special treatment for your area.
6. **Make an insurance claim.** Contact your insurer as soon as possible, quote your policy number, and ask whether risks such as floods or earthquakes are covered and how long you have to report. Prepare photos of the damage and any documents requested. If your complaint is not handled properly, you can complain to OJK.
7. **Follow up on aid and complain if it does not arrive.** Ask the post, BPBD, the social affairs office (Dinas Sosial) or the village or ward office about the timing and conditions of aid. If announced aid is late or you have not received it despite being registered, complain through SP4N-LAPOR! (lapor.go.id) or the Ombudsman, giving the location, the date you were registered and the type of aid.

## Costs and aid amounts

Replacing a lost or damaged KTP-el, family card or certificate is free; Dukcapil confirms that dealing with a lost or damaged KTP-el and a lost birth certificate costs nothing. Registering as a victim at a post also costs nothing.

Where to sort out documents and services after a disaster, based on Presidential Regulation 96/2018, Home Affairs Ministry Regulation 96/2019 and official Dukcapil, BPJS, LPS and OJK pages (checked 14 October 2026).

| Document or service | Where to go | What to know |
| --- | --- | --- |
| KTP-el | Dukcapil post or Dukcapil office | Outside a disaster, a lost KTP-el is replaced with a police loss report and the KK. For disaster victims, Dukcapil checks your details against the database; ask at the post which requirements apply. |
| Family card (KK) | Dukcapil post or Dukcapil office | General requirements: a police loss report or the damaged KK, plus your KTP-el, and form F-1.02. |
| Birth certificate | The Dukcapil office for the address on your latest KTP-el | General requirement: a police loss report; the service is free. |
| Temporary identity (SKPTI) | Dukcapil office or post | For victims who have lost their home, are in a shelter and are not yet in the population database. |
| BPJS Kesehatan and Ketenagakerjaan | Mobile JKN or Care Centre 165; the JMO app | Membership is recorded in the BPJS system; JMO includes a BPJS Ketenagakerjaan Digital Card. |
| ATM card and passbook | Your bank’s official call centre | Block a lost card. Deposits are guaranteed by LPS up to Rp2 billion per customer per bank if they meet the 3T conditions. |
| Loan repayments | Your bank or finance company | You can apply for restructuring; special treatment applies if OJK declares your area or sector affected. |

Compensation and house-repair grant amounts are set for each disaster. In payments announced by the Ministry of Social Affairs in 2024–2025, heirs of people who died received Rp15,000,000 per person and seriously injured victims Rp5,000,000 per person. Do not trust amounts or aid sign-up links from chain messages.

## Replacing civil documents for disaster victims

Under Presidential Regulation 96/2018, victims of natural disasters count as people vulnerable in civil registration. The procedure is set by Home Affairs Ministry Regulation 96/2019: registration and document issue follow the disaster emergency status. National-scale disasters are coordinated by the Directorate General of Dukcapil at the Ministry of Home Affairs, provincial ones by the provincial Dukcapil office, and regency or city ones by the regency or city Dukcapil office.

During the emergency response, registration helps identify victims, including by matching fingerprints, irises or faces with the population database. After the disaster, Dukcapil records lost or damaged documents and issues replacements at the disaster site, in shelters, or online through its website and self-service kiosks.

Away from disaster posts, the general rules still apply: a lost or damaged KK is replaced with a police loss report or the damaged KK, plus your KTP-el; a damaged KTP-el can simply be brought to Dukcapil. Replacing a lost or damaged KTP-el and a lost birth certificate is free.

- [Home Affairs Ministry Regulation 96/2019: documents for vulnerable residents (JDIH BPK)](https://peraturan.bpk.go.id/Details/138602/permendagri-no-96-tahun-2019)
- [Dukcapil: replacing a lost or damaged family card](https://dukcapil.kemendagri.go.id/page/read/penerbitan-kartu-keluarga-karena-hilang-rusak)
- [Dukcapil: dealing with a lost or damaged KTP-el](https://dukcapil.kemendagri.go.id/blog/read/jangan-panik-begini-cara-mengurus-ktp-el-hilang-dan-rusak)

## Government help: emergency funds, compensation and house repairs

The ready-to-use fund (dana siap pakai, DSP) is BNPB’s money for disaster emergencies. Under BNPB Regulation 4/2020, it is provided when a regent or mayor, governor or the President declares a disaster emergency status, when a ‘certain situation’ status is declared, or when the Head of BNPB decides there is a risk of a widespread disaster. Local governments apply to the Head of BNPB; individuals do not apply themselves.

Emergency status has three stages: alert (siaga darurat), emergency response (tanggap darurat) and transition to recovery. While it applies, basic needs in shelters are distributed through the posts. The Ministry of Social Affairs also pays compensation to the heirs of people who died and to seriously injured victims who have been registered; in 2024–2025 payments announced by the Ministry, this was Rp15,000,000 per person for heirs and Rp5,000,000 per person for serious injuries.

For damaged homes, the government may provide house-repair grants (dana stimulan) according to the level of damage (light, moderate or heavy) after registration and checks. The amount is set for each disaster by a decision of the Head of BNPB, so ask BPBD or your village or ward office whether your house is on the damage list.

- [BNPB Regulation 4/2020 on the use of the ready-to-use fund (JDIH BPK)](https://peraturan.bpk.go.id/Details/224703/peraturan-bnpb-no-4-tahun-2020)
- [Ministry of Social Affairs: compensation for heirs and seriously injured victims](https://kemensos.go.id/wakil-menteri-sosial-salurkan-santunan-untuk-ahli-waris-korban-erupsi-gunung-lewotobi)
- [Coordinating Ministry for Human Development: house-repair grants set by BNPB decision](https://kemenkopmk.go.id/pemerintah-percepat-pencairan-dana-stimulan-perbaikan-rumah-terdampak-gempa-cianjur)

## Banks, loans and insurance

Losing your ATM card or passbook does not wipe out your balance. Block the card through the bank’s official call centre, then ask for a replacement. Bank deposits are guaranteed by LPS (the Deposit Insurance Corporation) up to Rp2 billion per customer per bank if they meet the 3T conditions: recorded in the bank’s books, interest not above the LPS guarantee rate, and the customer not suspected of or proven to have committed banking fraud.

OJK (the Financial Services Authority) has a special rule for disaster-hit areas, POJK 19/2022. Under it, OJK can declare particular areas or sectors affected; banks and other lenders can then offer special treatment, namely simpler loan-quality assessment, restructuring of loans or financing, and new funding. This is not automatic: apply to your bank or finance company.

For insurance, read your policy to see whether floods, earthquakes or volcanic eruptions are covered, and report the loss as soon as possible. If your insurer, bank or finance company does not handle your complaint properly, use OJK’s complaint channels.

- [OJK: POJK 19/2022 on special treatment for disaster-hit areas](https://www.ojk.go.id/id/berita-dan-kegiatan/siaran-pers/Pages/OJK-Terbitkan-Aturan-Baru-Perlakuan-Khusus-Daerah-Terkena-Dampak-Bencana.aspx)
- [LPS: guaranteed deposits and the 3T conditions](https://lps.go.id/simpanan-yang-dijamin/)

## If aid is late or does not arrive

Start with the people nearest to you: the post, BPBD, the social affairs office or the village or ward office. Ask whether your name is on the list of recipients, when aid is scheduled and which documents are still needed. Note the name of the staff member and the date you asked.

If you get no answer, complain through SP4N-LAPOR! at lapor.go.id. Give the location, the date you were registered, the type of aid and what you have already done, without including personal data that is not needed. For a public service that is delayed for too long or not provided, you can also report to the Indonesian Ombudsman.

- [SP4N-LAPOR!](https://www.lapor.go.id/)
- [Ombudsman RI: public service reports](https://simpel4.ombudsman.go.id/lapor-ombudsman)

## Things to check carefully

- Not registering at the post because you are staying with relatives, so your name never reaches the aid list.
- Throwing away a damaged KTP-el or KK; the damaged document is itself a requirement for a replacement.
- Sending photos of your KTP-el or KK, your account number or OTP codes to someone who messages you claiming to be an aid officer. Official aid never asks you to pay a fee or share an OTP.
- Assuming loan repayments are paused automatically after a disaster; restructuring has to be requested from the bank or finance company.
- Waiting for compensation without checking that the victim and the heirs are registered with the social affairs office or the post.

## Frequently asked questions

### My KTP-el was lost in a flood. Do I have to go to the police first?

Start at the Dukcapil service post or the Dukcapil office. Home Affairs Ministry Regulation 96/2019 covers recording disaster victims’ lost or damaged documents and issuing replacements; outside a disaster a lost KTP-el normally needs a police loss report, so ask at the post whether it is still required.

### What is an SKPTI?

An SKPTI (Temporary Identity Replacement Letter) is a temporary identity document from Dukcapil for disaster victims who have lost their home or are in a shelter and whose details are not yet in the population database. It is valid until the KK, KTP-el, KIA or certificates are issued.

### How much does it cost to replace a KTP-el, family card or certificate damaged in a disaster?

Nothing. Civil registration documents are issued free of charge, and Dukcapil confirms that replacing a lost or damaged KTP-el and a lost birth certificate is free.

### How do I apply for BNPB’s emergency fund?

You do not apply yourself. The local government applies to the Head of BNPB after an emergency status is declared; what you need to do is make sure you are registered at the post or with your village or ward office.

### How much compensation is paid for someone who died in a disaster?

In payments announced by the Ministry of Social Affairs in 2024–2025, heirs received Rp15,000,000 per person who died and seriously injured victims Rp5,000,000 per person. Compensation goes to registered victims, so make sure the victim and the heirs are recorded with the social affairs office or the post.

### How much is the grant for repairing a damaged house?

The amount is set for each disaster by a decision of the Head of BNPB, according to whether the damage is light, moderate or heavy after verification. Ask BPBD or your village or ward office whether your house is on the damage list.

### Can my loan repayments be postponed because of a disaster?

You can ask, but it is not automatic. If OJK declares special treatment for your area under POJK 19/2022, banks and finance companies can restructure loans; apply directly to your lender.

### I am registered but the aid has not arrived. Where can I complain?

Ask the post, BPBD, the social affairs office or the village or ward office first. If nothing happens, complain through SP4N-LAPOR! at lapor.go.id or report to the Indonesian Ombudsman, giving the location, the date you were registered and the type of aid.

## Official sources

1. [Permendagri 96/2019: pendataan dan penerbitan dokumen kependudukan bagi penduduk rentan (JDIH BPK)](https://peraturan.bpk.go.id/Details/138602/permendagri-no-96-tahun-2019) (accessed 2026-10-14)
2. [Permendagri 96/2019: teks Berita Negara 2019 No. 1479](https://peraturan.go.id/files/BN+1479-2019.pdf) (accessed 2026-10-14)
3. [Perpres 96/2018: persyaratan pendaftaran penduduk dan pencatatan sipil (JDIH BPK)](https://peraturan.bpk.go.id/Details/97804/perpres-no-96-tahun-2018) (accessed 2026-10-14)
4. [UU 24/2013 tentang Administrasi Kependudukan (JDIH BPK)](https://peraturan.bpk.go.id/Details/38985/uu-no-24-tahun-2013) (accessed 2026-10-14)
5. [Dukcapil: penerbitan KK karena hilang atau rusak](https://dukcapil.kemendagri.go.id/page/read/penerbitan-kartu-keluarga-karena-hilang-rusak) (accessed 2026-10-14)
6. [Dukcapil: cara mengurus KTP-el hilang dan rusak (gratis)](https://dukcapil.kemendagri.go.id/blog/read/jangan-panik-begini-cara-mengurus-ktp-el-hilang-dan-rusak) (accessed 2026-10-14)
7. [Dukcapil: akta kelahiran hilang](https://dukcapil.kemendagri.go.id/blog/read/akta-kelahiran-hilang-dirjen-dukcapil-jelaskan-cara-urusnya) (accessed 2026-10-14)
8. [Peraturan BNPB 4/2020 tentang Penggunaan Dana Siap Pakai (JDIH BPK)](https://peraturan.bpk.go.id/Details/224703/peraturan-bnpb-no-4-tahun-2020) (accessed 2026-10-14)
9. [Kemensos: santunan ahli waris korban erupsi (7 November 2024)](https://kemensos.go.id/wakil-menteri-sosial-salurkan-santunan-untuk-ahli-waris-korban-erupsi-gunung-lewotobi) (accessed 2026-10-14)
10. [Kemensos: santunan korban longsor (25 Januari 2025)](https://kemensos.go.id/berita-terkini/direktorat-jenderal-perlindungan-dan-jaminan-sosial/Kemensos-Serahkan-Santunan-Korban-Longsor-Pekalongan) (accessed 2026-10-14)
11. [Kemenko PMK: dana stimulan perbaikan rumah dan SK Kepala BNPB (12 Desember 2022)](https://kemenkopmk.go.id/pemerintah-percepat-pencairan-dana-stimulan-perbaikan-rumah-terdampak-gempa-cianjur) (accessed 2026-10-14)
12. [OJK: POJK 19/2022 perlakuan khusus daerah terdampak bencana (9 November 2022)](https://www.ojk.go.id/id/berita-dan-kegiatan/siaran-pers/Pages/OJK-Terbitkan-Aturan-Baru-Perlakuan-Khusus-Daerah-Terkena-Dampak-Bencana.aspx) (accessed 2026-10-14)
13. [LPS: simpanan yang dijamin dan syarat 3T](https://lps.go.id/simpanan-yang-dijamin/) (accessed 2026-10-14)
14. [LPS: FAQ batas simpanan yang dijamin](https://lps.go.id/faq/) (accessed 2026-10-14)
15. [BPJS Ketenagakerjaan: aplikasi JMO dan Kartu Digital](https://www.bpjsketenagakerjaan.go.id/jmo/tentang-aplikasi.html) (accessed 2026-10-14)
16. [BPJS Kesehatan: administrasi kepesertaan di Mobile JKN](https://bpjs-kesehatan.go.id/user-manual-mobile-jkn/administrasi%20JKN.html) (accessed 2026-10-14)
17. [SP4N-LAPOR!](https://www.lapor.go.id/) (accessed 2026-10-14)
18. [Ombudsman RI: lapor maladministrasi pelayanan publik](https://simpel4.ombudsman.go.id/lapor-ombudsman) (accessed 2026-10-14)

## Related guides

- [Family Card (KK): new households, changes and replacements](https://panduanwarga.org/en/guides/family-card-kk/)
- [First KTP-el: Indonesian identity-card requirements](https://panduanwarga.org/en/guides/first-indonesian-id-card/)
- [Submit a public-service complaint through SP4N-LAPOR!](https://panduanwarga.org/en/guides/public-service-complaints/)

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Source: Panduan Warga, https://panduanwarga.org/en/guides/help-after-a-disaster/ (reviewed 2026-10-14). General information, not legal or financial advice; current agency rules take precedence.