Question 1

General

Accepted Answer

Maxis Device Care Program (“Program”) is a program which contains, amongst others, an insurance coverage underwritten by AIA General Berhad (“AIA”) and distributed by Maxis as AIA’s corporate agent. AIA is a member of PIDM. The benefit(s) payable under the eligible Certificate of Insurance is protected by PIDM up to certain limits. Please refer to PIDM’s TIPS Brochure or contact AIA or PIDM (visit https://www.pidm.gov.my/en).
Unless otherwise defined in this SSTC, all capitalised terms herein shall have the same meanings as defined in the General Terms and Conditions of Services – Maxis Consumer at https://www.maxis.com.my/en/terms-conditions/general/maxis-consumer/ (“GTC”).
To the extent where the GTC is applicable to the Program and in the event of any conflict or inconsistency between this SSTC and the GTC, this SSTC shall prevail to the extent of such conflict or inconsistency.
To the maximum extent permissible by applicable laws, we reserve the rights to suspend, discontinue or modify the Program or any part thereof, at any time at our sole discretion.
To the maximum extent permissible by applicable laws, we reserve the rights without liability, to revise this SSTC, the GTC, Program and our pricing at our sole discretion. Where reasonably practicable, we will give you reasonable advance notice of such changes and all previous versions of our user guides or leaflets will be superseded. You accept that you are responsible for regularly reviewing information on the Program and Service(s) at www.maxis.com.my/terms-conditions/. Your continued payment and/or enjoyment of the benefits and use of the Service(s) under the Plan(s) after the Effective Date of any revision/change to the SSTC, GTC, Program, Plan(s) and/or Services shall constitute unconditional acceptance by you of such revision/change and you shall be bound by the same.

Question 2

Definitions

Accepted Answer

Accident or Accidental shall mean a sudden, unintentional, unexpected, unusual, and specific event that occurs at an identifiable time and place which shall, independently of any other cause, be the sole cause of loss or damage to the Device. The said event shall result in physical loss or damage to the Device, which prevents the correct operation of the Device, includes but not limited to collision, drop and compression.
Account shall mean the Maxis account that you have registered with your mobile number (MSISDN).
Attended Theft shall mean the dishonest and unlawful appropriation of the Device belonging to you without your consent while the Device is in your or your authorised person’s possession, with the intention of permanently depriving you of that Device, where you are able to specifically identify such occurrence.
Certificate of Insurance details the necessary information regarding the Plan such as Device, unsubsidized retail value of the Device (at the time of purchase), Deductible, Premium, effective date of coverage, expiry date of coverage. It will be issued to you by AIA via email after your payment of the applicable Premium.
Claim(s) means a request by you asking for compensation from AIA in the form of Device repair in the event of Screen Crack and Device Replacement in the event of Accidental damage including Liquid Damage and loss of Device due to Attended Theft.
Contract Period details the Program coverage of 12 months commencing from the date of subscription and is yearly renewable up to a total of 5 years.
Deductible shall mean the amount to be paid by you for each approved Claim to AIA before repair is carried out or a Replacement Device is provided to you. Deductible is only applicable to a Claim arising from Accidental damage, Liquid Damage and/or Attended Theft.
Device(s) means smartphone(s), wearable(s) or tablet(s) which you have purchased and subscribed to: (i) Maxis Device Contract (see https://www.maxis.com.my/en/terms-conditions/devices/contract/device-contract/) or Maxis Zerolution Contract (see https://www.maxis.com.my/en/terms-conditions/devices/contract/zerolution/), with a Maxis Postpaid plan; and (ii) the Program. Each Device can only be covered with one (1) Plan at any point of time.
Liquid Damage shall mean damage caused to the Device due to Accidental entry of fluid into the Device’s internal circuitry touch panel, sub-board, battery and has prevented the correct operation of the Device.
Monthly Program Fee means the recurring monthly fees in respect of your subscription to the Program, inclusive of applicable tax consisting of the: (i) Premium; and (ii) Service Fee, charged to your Maxis Bill and payable by you to Maxis. Please refer to Table 1 below for the Monthly Program Fee and Table 2 for a detailed breakdown of the Monthly Program Fee.
New Device means a brand new, unopened Device with Original Equipment Manufacturer (OEM) warranty, which is of the same make and model, capacity and colour as the Device.
Refurbished Device means a previously owned Device of the same make and model, capacity and colour as the Device, and which has been inspected, repaired (if necessary) and restored to a like-new condition with a ninety (90) days’ warranty commencing from the date of your receipt of the Refurbished Device.
Replacement Device refers to New Device and/or Refurbished Device.
Screen Crack shall mean damaged or cracked front screen of the Device as a result of Accidental means, where there is externally visible damage which the Device is no longer performing at its intended function.
Service(s) means any of the services provided by Maxis and/or its appointed and authorised service provider to you under the Program, which includes the provision of call center and dedicated email for enquiries and support, collection of necessary documentations for Claims approval, facilitating repair or replacement of the Device as well as pickup and delivery services to you.
Service Fee means the fees payable by you to Maxis for the Service(s) made available to you under the Program. The Service Fee is a component of the Monthly Program Fee.
Sum Insured means the unsubsidized recommended retail price of your Device (“Device RRP”) at the time you purchase the Device.
Plan(s) means the following insurance plan(s) you may choose to subscribe for under the Program:
1. Maxis Device Care is one of the plans under the Program with insurance coverage for Screen Crack and Accidental damage (including Liquid Damage) only. The Replacement Device provided under this Plan is a Refurbished Device, which will be delivered to you after your payment of applicable Deductible and upon confirmation of your delivery address; and
2. Maxis Device Care Plus is one of the plans under the Program with insurance coverage for Screen Crack, Accidental damage (including Liquid Damage) and Attended Theft only. The Replacement Device provided under this Plan is a New Device, which will be delivered to you after your payment of applicable Deductible and upon confirmation of your delivery address.
Policy Wording means the policy wording issued by AIA for the Plans, which is accessible here.
Premium means the amount payable by you to AIA, as underwriter of the risks under the respective Plan, you elect to subscribe for under the Program. The Premium is a component of the Monthly Program Fee.
Program as defined in Clause 1 above, means the Maxis Device Care Program owned and administered by Maxis to you, which consists of:
1. Plans underwritten by AIA; and
2. Services as defined in Clause 20 above.
We, Our and Us refers to Maxis Broadband Sdn Bhd.
You means the Maxis’ subscribers under the Maxis brand who signed up for the Program.

Question 3

Eligibility

Accepted Answer

You must be a Malaysian with a valid National Registration Identity Card (NRIC) number who is 18 years old and above as of the age of your last birthday at the time of subscription.
You must register a new Device with us under a Maxis Postpaid Plan.
Only one (1) Device under one (1) MSISDN is allowed to be subscribed to the Program, at any point in time.
All insurance coverage activation and renewal under the Plans are subject to individual screening and approval from AIA. Upon AIA’s approval, you will receive SMS notification from us and a copy of the Certificate of Insurance in respect of the relevant Plan, via email from AIA.

Question 4

Enrollment

Accepted Answer

This Program is a voluntary opt-in for all Maxis subscribers who obtain a new Device with Maxis Postpaid plans.
This Program is available in all Maxis channels including Maxis Stores, Maxis Online Store and Maxis Telesales.
In order to enroll into the Program, you must subscribe to this Program within seven (7) days from the date you obtained the Device from Maxis.
If you have signed up for more than one (1) Device with us, you are eligible to subscribe to this Program for each Device provided that each Device is registered under different MSISDN(s).
If you are on Maxis Share Line 48, Maxis Family Plan 299, Maxis Family Plan 399, Maxis Family Plan 499, Maxis Postpaid Plan 79 or Maxis Postpaid Plan 109, you are eligible to sign up for either Maxis Device Care or Maxis Device Care Plus and enjoy the respective coverages and benefits as illustrated in Table 3 upon payment of applicable Monthly Program Fee.
If you are on Maxis Postpaid 139, Maxis Postpaid 169 or Maxis Postpaid 199, you are entitled to sign up for Maxis Device Care Plus for the same price as Maxis Device Care and enjoy the coverage and benefits under Maxis Device Care Plus upon payment of the applicable Monthly Program Fee. The Program’s coverage and benefits are illustrated in Table 3 below.

Question 5

Monthly Program Fee

Accepted Answer

*Insurance Gross Premium is inclusive of Commission payable to Maxis as AIA’s corporate agent and is subject to fees/charges and the applicable tax imposed by the Government of Malaysia.

Question 6

Summary of Insurance Coverage under the Plans

Accepted Answer

For Maxis Device Care, the Replacement Device shall be a Refurbished Device of the like kind, quality and specifications with comparable features such as the make, storage and model, and functionality to the Device. If the same make, storage and model is not in stock or the production is discontinued by the manufacturer, the Replacement Device will be a different model of similar feature, functionality and fair market price to the Device at the time of Claim (but may not be the same brand or model), with same operating system and will not be a model that is older than your Device, determined at AIA’s sole discretion. There is no assurance, representation or warranty that the Refurbished Device will be identical or offer the same functionalities or colour as the Device being replaced.
For Maxis Device Care Plus, the Replacement Device shall be a New Device of the like kind, quality and specifications with comparable features such as the make, storage and model, and functionality to the Device. If the same make, storage and model is not in stock or the production is discontinued by the manufacturer, the Replacement Device will be a different model of similar feature, functionality and fair market price to the Device at the time of Claim (but may not be the same brand or model), with same operating system and will not be a model that is older than your Device, determined at AIA’s sole discretion. There is no assurance, representation or warranty that the New Device will be identical or offer the same functionalities or colour as the Device being replaced.

Question 7

Exclusions

Accepted Answer

The Plan does not cover Claims for loss or liability directly or indirectly caused by or arising from the following:
1. General exclusion of this policy:
  1. Any loss or damage that occur outside the coverage period, including but not limited to a loss or damage that takes place before the electronic device has become the Device, or after the effective date of cancellation or termination of the Certificate of Insurance, or any condition existing prior to the coverage start date;
  2. Any loss or damage to the Device that is covered by the original manufacturer’s warranty, supplier’s warranty, seller’s warranty, repairer’s warranty, or any other warranty still in effect;
  3. Any loss or damage that is covered, compensated or indemnified by any other sources;
  4. Non-operating and cosmetic defects, paint, color, or Device’s exterior finish, accessories, external cables and cords, or add-on options incorporated to the Device, that does not affect the manufacturer’s intended use;
  5. Normal wear and tear of any kind;
  6. Deliberate damage by any party;
  7. Negligence, omission or default in the use or care of the Device by you or any person using the Device with your permission;
  8. Repairs performed by any unauthorized repairer;
  9. Damage due to abuse, neglect, shock, improper use or storage of the Device;
  10. Software (including operating system and any stored data) defects resulting directly from software installation and/ or removal, computer virus, virus prevention, and other peripherals;
  11. Hardware that has been added after the purchase of the original Device;
  12. External faults such as wiring, electrical connection, fitting, realigning of signal receivers (poor reception);
  13. Damage to any screen protector used on the Device;
  14. Any loss or damage of the Device due to malicious damage of which is deliberately caused by any third party which the Device was unable to prevent;
  15. Failure caused by a voltage converter and/or applying incorrect voltage to the Device;
  16. Any defects that are the subject of the manufacturer's recall;
  17. Failure to follow manufacturers' instructions on installation, operation or maintenance and repairs to any items not affecting the function of the Device;
  18. Your failure to comply with manufacturer’s recommendations or any other instructions relating to the use and/or upkeep of the Device;
  19. Losses incurred during the delivery process between AIA’s authorized repairer and you;
  20. Loss or damage resulting from fire or flood, corrosion, insect infestation, pet damage, misuse, neglect, abuse, natural disasters, war, invasion and civil commotion, terrorism etc.;
  21. Ionizing radiations or contamination by radioactivity from any irradiated nuclear fuel or from any nuclear waste or from the combustion of nuclear fuel, the radioactive taxic explosives or other hazardous properties of any explosive nuclear assembly, or of its nuclear component;
  22. Any loss or damage due to corrosion, insect infestation, pet damage, misuse, neglect and abuse;
  23. Consequential loss of any kind;
  24. Cyber loss.
2. Major exclusions applicable to Attended Theft:
  1. Loss due to any fraudulent, dishonest or criminal act by you, or by the persons known to you or your family members, whether acting alone or collusion with others;
  2. Loss directly or indirectly from your intentional or malicious act or gross negligence or carelessness;
  3. Loss directly or indirectly from mislaying, misplacing or mysterious disappearance of the Device;
  4. Loss as a result of pick-pocketing;
  5. Device is left unattended in a public place or a place to which the public had access at the time of the Attended Theft;
  6. Device is left unattended in a motor vehicle, unless the vehicle is locked, all the security systems are activated, all reasonable care has been taken to conceal the Device in the locked boot or locked glove compartment and there is visible proof of forced entry;
  7. Device is left on the roof, bonnet, boot or exterior part of a vehicle;
  8. Device is left unattended in a soft-top or open-sided vehicle, including but not limited to watercraft, aircraft, train or light rail;
  9. Device is left at any unattended premises that are left unoccupied;
  10. Attended Theft occurring at a school, while the Device is in your possession of if you are 18 years of age at the time of the Attended Theft;
  11. Attended Theft of the Device not reported to police within twenty-four (24) hours of discovery of such incident.
The exclusion list above is non-exhaustive. You are advised to refer to the Policy Wording for the full and complete exclusions by AIA.

Question 8

Concealment, Misrepresentation of Fraud

Accepted Answer

The Program is void (and Maxis shall, without prejudice to any other rights or remedies it may have, have the right to terminate your subscription to the Program) with respect to anyone who commits fraud or intentionally conceals or misrepresents a material fact concerning this Program, the Device, your interest in the Device, or a Claim made under this Program.

Question 9

Claims Procedure

Accepted Answer

All Claims can be made at the dedicated Claims platform at https://maxis-claims.policystreet.com.
For Screen Crack Claim, no Deductible is applicable to you and:
1. if the cost of repair is below RM2,000, the damaged screen of the Device will be repaired; or
2. if the cost of repair is beyond RM2,000, you may opt for a Replacement Device depending on the Plan you subscribed to under the Program.
For Attended Theft Claim, you are required to notify us by contacting us at 123 to block the Device IMEI number within twenty-four (24) hours from the time of the Attended Theft before submitting the Claim. You must submit the Claim within forty-eight (48) hours of the occurrence, failing which AIA will not entertain your Claim and no Replacement Device will be provided to you.
For Attended Theft which occurs overseas, you are required to file a police report in the country where the Attended Theft had occurred and, upon returning to Malaysia, you must submit your Claim with both the police report and a copy of your passport (showing evidence of your overseas travel) within forty-eight (48) hours of your return.
For Accidental damage, Liquid Damage and/or Screen Crack Claim, you must submit the Claim within forty-eight (48) hours of the occurrence, failing which AIA will not entertain your Claim, and no repair or Replacement Device will be provided to you.
For Accidental damage and Liquid Damage Claim, you are required to make payment for applicable Deductible to AIA and handover your damaged Device to AIA prior to receiving a Replacement Device.
All Claims must be supported with the relevant documentations as detailed below:
1. Copy of National Registration Identity Card (“NRIC”) with front and back;
2. Picture and / or video of the damaged Device;
3. Proof of the Device IMEI and / or serial number; and
4. Police report made within twenty-four (24) hours and passport (only applicable to Attended Theft).
All Claims submitted by you is subject to AIA’s approval.

Question 10

Deductible

Accepted Answer

The Deductible is non-refundable.
No Deductible will apply to Claims for Screen Crack.

Question 11

Service Delivery Commitment

Accepted Answer

Upon receiving and verifying full payment of Deductible by you to AIA, we and/or our appointed and authorised service provider will deliver the repaired Device or Replacement Device to you within the timeline calculated from your payment of the Deductible in full below:

Question 12

Cancellation/Termination

Accepted Answer

You can cancel/terminate your subscription to the Program by calling us at 123 or via Maxis Care Portal at https://care.maxis.com.my/en/auth.
When you sign up for a new Device from us under the same MSISDN of your previous device, your subscription for the Program under your previous device will be automatically terminated.
There will be no refund of the Monthly Program Fee upon cancellation/termination.
If your Account is barred or suspended or if you have not paid your Maxis Bill for more than 30 days consecutively, your subscription to the Program will be automatically terminated.
AIA can terminate your Plan under the Program at any time, if you have failed to meet AIA’s requirements of individual screening. If you did not perform any cancellation/termination, but you are unable to renew your Plan, please contact AIA via Whatsapp at 019-629 9660 or email AIA at my.aiaonline@aia.com.

Question 13

Personal Data

Accepted Answer

You expressly agree and consent to our processing of your personal data as defined in the Personal Data Protection Act 2010 (“PDPA”) in accordance with Maxis Group Privacy Notice at https://www.maxis.com.my/en/privacy-notice/ for the purposes of the Program.

Question 14

Limits of Liability

Accepted Answer

In the event of any error, omission or failure by us or our agents, vendors, representatives or service providers with respect to the Program or the services provided by us or our agents, vendors, representatives or service providers hereunder, our responsibility and liability and that of our agents, vendors, representatives and service providers shall be limited to the charges actually paid by you for the Program (but no more than the last twenty-four (24) monthly charges you paid for the Program). This is your sole remedy for any errors, omissions or failure of us or our agents’, vendors’, representatives’ or service providers’ performance. Further, to the maximum extent permitted by applicable law, under no circumstances shall we or our agents, vendors, representatives or service providers be liable for economic losses, indirect, incidental, consequential, special, exemplary or punitive damages (even if we or our agents, vendors, representatives or service providers have been advised of or have foreseen the possibility of such damages), arising from the plan or our or our agents’, vendors’, representatives’ or service providers’ performance under the plan, or under any provision of the contract, such as, but not limited to, loss of revenue or anticipated profits or lost business. Except as otherwise expressly stated in the contract or required by law, we hereby specifically disclaim any and all conditions, representations or warranties, statutory, express or implied, regarding the plan and services to be provided hereunder by us and our agents, vendors, representatives or service providers, including any implied warranty of title, merchantability or fitness for a particular purpose and implied warranties arising from course of dealing or course of performance.

Question 15

Force Majeure

Accepted Answer

We have no responsibility and shall not be liable for delays or failures due to acts of God, fire, flood, explosion, war, revolution, acts of public enemy or terrorist, labour difficulties, including without limitation strikes, slowdowns, picketing or boycotts, civil commotion, embargo, acts of government, military authority, or the elements, or other causes beyond our reasonable control (a “Force Majeure” event, and in the event of such Force Majeure event, we may cancel the Program immediately by giving written notice to you.)

Question 16

Governing Law

Accepted Answer

The terms and conditions stated herein shall be governed by the laws of Malaysia and subject to the exclusive jurisdiction of the courts of Malaysia.

Device RRP	Maxis Device Care Plan	Maxis Device Care Plus Plan
Device RRP	Maxis Device Care Plan	All other Maxis Postpaid Plans	Exclusive for Maxis Postpaid 139, Maxis Postpaid 169 and Maxis Postpaid 199
Below RM2,000	RM 19	RM 35	RM 19
RM2,000 to RM6,000	RM 39	RM 65	RM 39
Above RM6,000	RM 59	RM 89	RM 59

Device RRP	Maxis Device Care Plan	Maxis Device Care Plus Plan
Device RRP	Maxis Device Care Plan	All other Maxis Postpaid Plans	Exclusive for Maxis Postpaid 139, Maxis Postpaid 169 and Maxis Postpaid 199
Below RM2,000	Monthly Program Fee RM 19.00 Insurance Gross Premium* RM 6.48 Insurance Tax RM 0.52 Insurance Payable Amount RM 7.00 Commission (25%) (RM 1.62) Service Fee (incl. Tax) RM 12.00	Monthly Program Fee RM 35.00 Insurance Gross Premium* RM 9.26 Insurance Tax RM 0.74 Insurance Payable Amount RM 10.00 Commission (25%) (RM 2.32) Service Fee (incl. Tax) RM 25.00	Monthly Program Fee RM 19.00 Insurance Gross Premium* RM 9.26 Insurance Tax RM 0.74 Insurance Payable Amount RM 10.00 Commission (25%) (RM 2.32) Service Fee (incl. Tax) RM 9.00
RM2,000 to RM6,000	Monthly Program Fee RM 39.00 Insurance Gross Premium* RM 18.52 Insurance Tax RM 1.48 Insurance Payable Amount RM 20.00 Commission (25%) (RM 4.63) Service Fee (incl. Tax) RM 19.00	Monthly Program Fee RM 65.00 Insurance Gross Premium* RM 27.78 Insurance Tax RM 2.22 Insurance Payable Amount RM 30.00 Commission (25%) (RM 6.95) Service Fee (incl. Tax) RM 35.00	Monthly Program Fee RM 39.00 Insurance Gross Premium* RM 27.78 Insurance Tax RM 2.22 Insurance Payable Amount RM 30.00 Commission (25%) (RM 6.95) Service Fee (incl. Tax) RM 9.00
Above RM6,000	Monthly Program Fee RM 59.00 Insurance Gross Premium* RM 34.26 Insurance Tax RM 2.74 Insurance Payable Amount RM 37.00 Commission (25%) (RM 8.57) Service Fee (incl. Tax) RM 22.00	Monthly Program Fee RM 85.00 Insurance Gross Premium* RM 46.30 Insurance Tax RM 3.70 Insurance Payable Amount RM 60.00 Commission (25%) (RM 11.58) Service Fee (incl. Tax) RM 35.00	Monthly Program Fee RM 59.00 Insurance Gross Premium* RM 46.30 Insurance Tax RM 3.70 Insurance Payable Amount RM 60.00 Commission (25%) (RM 11.58) Service Fee (incl. Tax) RM 9.00

Plan	Benefits	Deductible	Limit of Liability
Maxis Device Care	Replacement due to Accidental damage and/or Liquid Damage of the Device; or Repair due to Screen Crack; or Replacement of Device if cost of repair for Screen Crack is beyond RM2,000.	Accidental damage, Liquid Damage: *Deductible applies for each approved Claim. Screen Crack: No Deductible applies.	For Screen Crack: Up to RM2,000 For Accidental damage and / or Liquid Damage: Up to recommended retail price (RRP) of the Device at the time of Claim. Subject to maximum one (1) Claim per Device during the coverage period.
Maxis Device Care Plus	Replacement due to Accidental damage, Liquid Damage and/or Attended Theft of the Device; or Repair due to Screen Crack of the Device; or Replacement Device if cost of repair for Screen Crack is beyond RM2,000.	Accidental damage, Liquid Damage, and/or Attended Theft: *Deductible applies for each approved Claim. Screen Crack: No Deductible applies.	For Screen Crack: Up to RM2,000 For Accidental damage, Liquid Damage and/or Attended Theft: Up to Sum Insured. Subject to maximum two (2) Claims per Device during the coverage period, of which limited to: One (1) Claim on Accidental Damage, Liquid Damage or Screen Crack; and One (1) Claim on Attended Theft.

Plan	Maxis Device Care		Maxis Device Care Plus
Coverage	Deductible for Accidental damage and Liquid Damage		Deductible for Accidental damage and Liquid Damage		Deductible for Attended Theft
Unsubsidized retail value at the time of device purchase (RM)	Period of Insurance
	For first year	For subsequent years	For first year	For subsequent years	For first year	For subsequent years
0.00 to 500.00	RM25	RM50	RM83	RM167	RM125	RM250
501.00 to 1,000.00	RM55	RM110	RM167	RM333	RM250	RM500
1,001.00 to 2,000.00	RM100	RM200	RM333	RM667	RM500	RM1,000
2,001.00 to 3,000.00	RM160	RM320	RM417	RM833	RM625	RM1,250
3,001.00 to 4,000.00	RM225	RM450	RM583	RM1,167	RM875	RM1,750
4,001.00 to 4,800.00	RM263	RM525	RM733	RM1,467	RM1,100	RM2,200
4,801.00 to 6,000.00	RM450	RM900	RM900	RM1,800	RM1,350	RM2,700
6,001.00 to 7,100.00	RM600	RM1,200	RM1,083	RM2,167	RM1,625	RM3,250
7,101.00 to 8,000.00	RM680	RM1,359	RM1,250	RM2,500	RM1,875	RM3,750
8,001.00 to 9,000.00	RM765	RM1,530	RM1,417	RM2,833	RM2,125	RM4,250
9,001.00 to 10,000.00	RM855	RM1,710	RM1,583	RM3,167	RM2,375	RM4,750

Area	Replacement Device	Screen Repair
Klang Valley	24 hours	5 days
West Malaysia (excl. Klang Valley)	72 hours	7 days
East Malaysia	5 days	10 days

Terms & Conditions

Service Specific Terms & Conditions – Maxis Device Care Program (“SSTC”)