Frequently Asked Questions
Maxis Device Care
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Maxis Device Care Program is a device protection Program which contains value-added services and insurance coverage for your brand-new device(s) purchased via Maxis. The protection coverage under this Program is underwritten by AIA General Berhad and can only be purchased through Maxis’ platform. Maxis Broadband Sdn. Bhd. is the master policyholder of the protection coverage under this Program and is distributed by Maxis Broadband Sdn. Bhd. as AIA General Berhad’s corporate agent.
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Maxis Broadband Sdn Bhd is a registered corporate agent of AIA General Berhad. The protection coverage under Maxis Device Care Program is underwritten by AIA General Berhad.
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Maxis Device Care Program protects your device(s) against accidental damage, liquid damage, screen crack* and/ or attended theft by repair* or replacement with a new or refurbished device, depending on the plan selected. (*screen crack damage is by repair only)
In addition, this Program also offers you value-added services such as doorstep pickup & delivery for your damaged & replacement device by our authorised service partner, as well as concierge service for all repair related works on your mobile, electronics, and electrical appliances.
This Program consists of two plans that you may choose from to subscribe for your device(s), listed as follows:
Plan Benefits Deductible Limit of Liability Maxis Device Care - Device replacement due to accidental damage and/or liquid damage of your covered device; or
- Screen repair due to screen crack of your covered device, or device replacement of covered device if cost of repair for screen crack is beyond RM2,000 (at AIA’s option).
Accidental damage, liquid damage: Deductible applies for each claim.
Screen crack: Not applicable.
- For screen crack: Up to RM2,000
- For accidental damage and/or liquid damage: Up to recommended retail price of the covered device at the time of claim.
- Subject to maximum 1 claim per covered device during the coverage period.
Maxis Device Care Plus - Device replacement due to accidental damage, liquid damage and/or attended theft of the covered device; or
- Screen repair due to screen crack of the covered device or device replacement of covered device if cost of repair for screen crack is beyond RM2,000 (at AIA’s option).
Accidental damage, liquid damage, attended theft: Deductible applies for each claim.
Screen crack: Not applicable.
- For screen crack: Up to RM2,000
- For accidental damage, liquid damage and/or attended theft: Up to sum insured.
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Subject to maximum 2 claims per covered device during the coverage period, of which limited to:
- 1 claim on accidental damage, liquid damage or screen crack; and
- 1 claim on attended theft.
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Deductible means the amount that shall be paid by you for each approved claim before commencement of work to replace the damaged or stolen device to you upon AIA’s approval. For more information, kindly refer to Maxis Device Care Program’s Product Disclosure Sheet.
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The subscription fee of Maxis Device Care Program is depending on the unsubsidized retail value at the time of purchase of your device from Maxis (subject to applicable government tax), and it is payable on a monthly basis. Please note that the subscription fee is inclusive of insurance gross premium subject to the applicable government tax, as stated in the Product Disclosure Sheet, which is payable to AIA General Berhad.
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You can subscribe to the Maxis Device Care Program for all brand-new devices purchased from Maxis with a contract, including smartphones, smartwatches, and tablets. However, devices bought outright or those not tied to a contract are not eligible for this program.
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You may subscribe to Maxis Device Care Program via:
- Any Maxis Stores (at the point of purchasing your device) OR;
- Call us at 123 (strictly within 7 days after purchasing your new device from Maxis).
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Malaysians whose age last birthday at the time of subscription is 18 years old and above and meets the following criteria can subscribe to Maxis Device Care Program.
- Existing/New Maxis postpaid customer who is the main account or principal line holder.
- Your new device purchased from Maxis is within 7 days from the sign-up date.
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Currently foreigners including Malaysian Permanent Residents (PR) are not eligible to subscribe to Maxis Device Care Program.
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Yes, if you have purchased and contracted more than one device with Maxis, you can have multiple subscriptions to Maxis Device Care Program. However for each mobile number, you may ONLY subscribe to one smartphone OR tablet subscription + one smart watch device care subscription at any point in time. For example, you can subscribe to Maxis Device Care for your smartphone and smartwatch that you have purchased and contracted with Maxis.
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Currently foreigners including Malaysian Permanent Residents (PR) are not eligible to subscribe to Maxis Device Care Program.
Once you have successfully subscribed to Maxis Device Care Program, you will receive your completed/ signed registration form along with Maxis Device Care Program’s Terms and Conditions from Maxis via email. In addition, you will also receive your e-certificate (i.e. Certificate of Insurance containing the coverage details, along with the Product Disclosure Sheet and Policy Wording) from AIA General Berhad via email.
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You may contact Maxis (by calling 123) for your registration form or contact AIA General Berhad through AIA Online Customer Service (via WhatsApp at 019 629 9660 or e-mail my.aiaonline@aia.com) for your Maxis Device Care e-certificate.
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Upon subscription, your device will be covered for up to a maximum of 5 years with your policy renewed annually, subject to AIA's eligibility check, provided you do not terminate your subscription. Once you reach the 5th year, your device will no longer be covered, and the policy will automatically terminate.
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No. Unfortunately no upgrade/downgrade of your Device Care Plan is permitted during the tenure of your subscription. However, you may choose to upgrade/downgrade your Device Care Plan when you are recontracting with us with a new mobile device.
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You will receive an email reminder from AIA General Berhad 30 days before your expiry date of your annual coverage. The coverage for your device will renew for the following year, where you continue to pay the service fee through your Maxis mobile plan bill to enjoy continuous protection. Once your subscription has been renewed consecutively for 5 years, your device will no longer be covered. Do check out our website for more amazing device offers for a new device.
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You are allowed to submit up to 2 claims under Maxis Device Care Program, depending on the plan that you are subscribed to:
- Maxis Device Care plan: Subject to a maximum of 1 claim per covered device during the coverage period.
- Maxis Device Care Plus plan: Subject to a maximum of 2 claims per covered device during the coverage period, of which is limited to 1 claim on accidental damage, liquid damage or screen crack; and 1 claim on attended theft.
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You may terminate your Maxis Device Care Program subscription here, select Services and click on Add/Remove Services. The coverage for your device will remain in force until the end of the month where you have last paid the applicable subscription fee for Maxis Device Care Program.
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Your device is no longer covered under Maxis Device Care Program immediately after the end of the month where you have last paid the applicable subscription fee. Nevertheless, you are allowed to submit a claim if such claim incident occurs before the end of the month where you have last paid the applicable subscription fee for Maxis Device Care Program.
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No. You are not allowed to reactivate your Maxis Device Care Program subscription once it is terminated.
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If you terminate your contract, your Device Care subscription will also be terminated. However, if you sign up for a new device contract after terminating the previous one, you may subscribe to Maxis Device Care for your new device within the stipulated time.
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You need to complete the claim submission webpage and provide claim supporting documents required. You can obtain the link from the e-mail where you received your e-certificate from AIA. Kindly note that you must submit your claim within 48 hours from the date of occurrence of such loss or damage to your device.
Here are the steps:
- Login to your Maxis Account here
- Select the mobile number for which you wish to place a claim.
- Select ‘Manage Value Add-Ons’. Under Service Settings, Select ‘Manage Add-Ons’
- Scroll to Maxis Device Care Program, click ‘Submit Claims’.
- Follow the steps in the next link to complete your claim request.
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All claims are advised to be submitted within 48 hours from the date of occurrence giving rise to a claim under Maxis Device Care Program.
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You will need to provide the following supporting documents to AIA during your claim submission on Maxis Device Care Program:
- Copy of Malaysian Identification Card (front & back);
- Picture and/or video of damaged device;
- Proof of the lost/damaged device’s IMEI number and/or serial number; and
- Police report made within 24 hours (only applicable to Attended Theft claims)
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Your claim will be processed within 5 to 11 business days for screen crack repair, and within 3 to 5 working days for device replacement, upon successful and complete submission of the claim.
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Your Maxis Device Care Program subscription is tied to the IMEI of your device, therefore it is important to have your device IMEI updated should you have done any replacement with the manufacturer(s). Please keep a copy of the Manufacturer Work Order sheet as proof of device replacement with you and as soon as your device is replaced, please call Maxis at 123 or visit to your nearest Maxis Centre to update us on your latest IMEI.
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Due to security and safety reasons, unauthorized repair works done on unauthorized device parts will not be entitled to submit for any claims.
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If you do not pay your Maxis Device Care subscription fee on time, you will be given a grace period of 1 calendar month starting from the payment due date, to clear your payment. Your Maxis Device Care Program subscription will remain in force during the grace period. If there is any claim that arises during the grace period, your claim will still be honored and you will need to continue to pay for the remaining months of the coverage period subsequently. If you are unable to pay the subscription fee due within the grace period, your subscription will be terminated.
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No, you are not allowed to change your plan once you have successfully subscribed to Maxis Device Care Program.
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Your existing Maxis Device Care Program subscription will still remain in-force, the updated owner’s information and/or MSISDN will be updated accordingly by AIA. You and/or the new owner of the covered device will receive an endorsement from AIA once the relevant information has been updated.
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It is important that you inform Maxis of any change in your contact details. You may request to update your personal details recorded under your Maxis Device Care Program subscription by calling Maxis at 123 or walking to any of our Maxis Centres nationwide.
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Maxis SafeDevice subscription done on 31 December 2023 or earlier shall remain active and there will be no change to your benefits, you may refer to the Program’s Terms & Conditions here.
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For Product Information:
Please visit Maxis Device Care Program’s Terms & Conditions published on Maxis website for more information or you can find more information on the protection coverage under Maxis Device Care Program from the Product Disclosure Sheet and Policy Wording.
For General Enquiries:
Should you require additional information, you contact either Maxis by calling at 123, or AIA Online Customer Service via WhatsApp at 019 629 9660 or e-mail my.aiaonline@aia.com during the operating hours (8:30 a.m. – 5:30 p.m. Mon to Thu, 8:30 a.m. – 4:30 p.m. on Fri, excluding public holidays).
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If you contact AIA during the operating hours via WhatsApp or email, AIA will get back to you within the same day via WhatsApp and/or 3 working days via email.
