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Protect your smartphone with Digi Shield powered by AmTrust Mobile Solutions

by Community Manager on ‎25-10-2018 07:14 PM

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Your smartphone needs protection as much as you, so get yours covered with Digi Shield from as low as RM9/month!
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You read that right. Powered by AmTrust Mobile Solutions Coverage, a professional mobile solutions provider, Digi Shield is a smartphone protection plan that gives you full coverage with FREE repair from as low as RM9/month!

Enjoy these benefits hassle-free!
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Got your new phone? Get it protected! Check out these smartphone coverage deals with Digi Shield by AMS.
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Want to know more about the coverage plans that Digi Shield by AMS is offering? Find out below:
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FAQs

Q1. What is Digi Shield?
A1. With Digi Shield, you can protect your devices with a mobile protection plan against accidental / liquid damage and attended theft. Your device is protected from the moment you sign up. For a replacement device, your device will be replaced with a like-forlike replacement. There will be 2 products - (1) Cracked Screen cover only with a one-time payment and (2) - Full Cover that covers theft/robbery and accidental and liquid damage.

Q2. What are the main benefits of Digi Shield?
A2. You can enjoy all these benefits:
- If you accidentally damage your device, we will repair your device. If it's beyond economic repair (BER) or is stolen, you'll receive a replacement device of a similar kind and quality to your original device.
- Door to door pick-up and delivery service for repair & replacement

- Free repair for Cracked Screen cover or Damage Cover. No replacement fee needed.

Q3. What is not included under Digi Shield?
A3. Your device will not be covered in the following scenarios.
- Exclusions from Accidental Damage
- Damage caused by intentional act
- Light and normal wear and tear, gradual deterioration of the device or any latent defects.
- Accidental Damage where no actual known, or identifiable event or occurrence can be attributable to causing the damage to the device.

Additional exclusions may apply. Please see the terms and conditions available at Crack Screen (http://bit.ly/CrackScreenFAQ) and Full Protection (http://bit.ly/ADLDTheftFAQ) for applicable provisions.

Q4. Can I register for both Cracked Screen and Full Cover for a same device?
A4. 1 device IMEI can only register for 1 program.

Q5. If i stop my monthly device protection, can I enroll again?
A5. Once you have stopped (or terminated) device protection, you are not allowed to enroll the same device (as identified by unique IMEI) again into the device protection program.

Q6. How much di I have to pay for Digi Shield?
A6. The monthly charges for Digi Shield Full Cover and Cracked Screen Cover as follows:
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Q7. How will I know if I am protected?

A7. You will be protected as long as you are subscribed to the Digi Plan and the charging to your Postpaid bill is successful. You can also contact the customer hotline 03-92124314 from Monday to Sunday 09:00 AM to 06:00 PM (including Public Holidays).

Q8. How do I file a Claim?
A8. Just call our customer hotline 03-92124314 from Monday to Sunday 09:00 AM to 06:00 PM (including Public Holidays) and a friendly customer service representative will guide you through the entire claim process. You will need to complete and submit the claims documents and may be required to submit additional documentation or information.

Q9. When must I file a Claim due to Attended Theft or Accidental Damage?
A9. You will need to submit a police report on the loss of the phone from Digi and then submit it together with your claim by calling 0392124314 or emailing claims@amtrustmobilesolutions.com.my within 48hrs from the incident date.

Q10. Is a receipt required when submitting a Claim?
A10. No, it's not required but you will need to provide the following information to file a Claim:
Your first and last name
Device Make/Model (IMEI, if required by customer service representative)
Incident date
Description of incident. If it is an attended theft claim, it must be accompanied with a police report
Other documentation or information may be required (i.e.: Proof of purchase, Proof of relationship - if not used by the registered user)


Q11. What are the Replacement Fees?
A11. All valid Claims are subject to a  Replacement Fee, which will be payable by you.
*Your replacement fee is based on the new retail price of the model of your mobile device on the enrolment date. The replacement fee must be paid before you receive your replacement device and is non-refundable. 6% SST is not applied to the replacement fee.
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Q12. How can I make payment for the replacement processing fee?
A12. You can pay via online transfer.


Q13. How soon will my Claim for the repair or replacement unit be processed?
A13. Your replacement will be processed within 5 to 7 Business Days upon payment of the applicable Processing Fee.

Q14. How do I get more information on Digi Shield?
A14. For more information, you can contact 03-92124314 from Monday to Sunday 09:00 AM to 06:00 PM (including Public Holidays) or email us at claims@amtrustmobilesolutions.com.my


Q15. Can a friend perform the Claim for me?
A15. No, only customers who have purchased the device with his/her identification are allowed to submit a Claim.
Note: Customers may be required to produce their contract details and a proof of purchase on a case-by-case basis.

Q16. Does Digi Shield protect my phone when I'm travelling outside of Malaysia?
A16. Yes. However, you will need to perform the Claim upon returning to Malaysia, as we do not courier the replacement device (in case of replacement needed) outside of Malaysia.


Q17. Where will the replacement device be delivered to?
A17. The replacement device will be delivered to the customer's preferred delivery address. In the event that the Device cannot be delivered upon the first attempt, Amtrust will make a second attempt at collecting the original Device and delivering the Replacement Device. Please call our customer hotline 03-92124314 to confirm on the delivery attempts and for further enquiries.


Q18. Will you be sending me a new replacement device upon the Claim submission?
A18. Replacement Devices may be reconditioned and will be of the same make, model and capacity but not necessarily colour. If the same brand, model and capacity is not in stock or the device production is discontinued by the original equipment manufacturer, the Replacement Device may be of a different model with similar features, functionalities and carries a fair market price to the original Device at the time of the Claim was submitted. It will have the same operating system and will not be a model older than the original Device.


Q19. Do I have to hand-over the damaged/failed device?
A19. Yes, you have to hand-over the damaged/failed device for diagnosis and repair if applicable.


Q20. What will happen if I do not return the damaged or failed device or return the wrong device?
A20. Am Trust will not proceed with the claim.


Q21. Do I need to ensure that the security features or any locking features are disabled? (e.g. iOS unlocked, network unlocked, Find my iPhone on iOS, Find my Device on Android and etc.)
A21. Yes, the security features or any locking features must be disabled and the damaged device must be unlocked when you returned to us.

Q22. Is there a penalty if I do not disable the security features or any locking features?
A22. AmTrust will not proceed with the claim.


Q23. Are accessories (charger, cable, etc.) required to be handed in during replacement?
A23. No, you are not required to hand in the accessories.


Q24. If I cancel my Digi Plan, will the Digi Shield benefits remain?
A24. The device protection programme that is linked to your device will be terminated as soon as you terminate your Digi Plan.


Q25. Can someone else receive the replacement device on my behalf?
A25. No, unless you provide written consent during Claim submission.

Q26. When my phone is replaced, will the replacement device information be recorded?
A26. Yes, the replacement device information will be recorded. The information of the original protected device will remain as well, for reference.

Q27. What is the normal turnaround time for repair and replacement?
A27. The normal turnaround time for cracked screens and device replacement will be between 5 to 7 working days depending on the parts/device availability and severity of the damage (if applicable). Note: Replacement device turnaround time will be 2-3 working days from the time of excess fee payment.

 

Q28. What is the difference between Screen Crack (Basic) and Full (Theft + Damage + Liquid Damage)?
A28. 1) Payment for Screen Crack is on a one-off basis and; Full coverage will be charged on a monthly basis to your Digi bill
2) Screen Crack covers only for a one-time screen repair; Full will cover you for repairs of damage (including screen damage) and attended theft
3) Screen Crack only has protection for a full period of 12 months; Full will cover you up to 24 months or earlier if service is terminated earlier to the month of the last payment