FAQ’s

What is 1+1 mobileprotect Device Protection?
Device Protection Plan which extends the repair services for an additional year after manufacturer warranty expires PLUS 1 year Accidental Damage coverage from Purchase Date.

Extended Warranty
An Extended Warranty Service Plan which provides repair support after the manufacturer warranty ends. 1+1 mobileprotect Extended Warranty protects a device against unexpected breakdowns and costly repairs and provides you with peace of mind.

Accidental Damage Coverage
The device is protected against unintentional and accidental damage such as cracked display and liquid damage during the first year of the Service Plan.


ACCIDENTAL DAMAGE (YEAR 1)

What are included under accidental damage insurance coverage?
Any unforeseen and accidental physical damage to or destruction of the handset that prevents its correct operation such as:
Cracked Screen – if by accident, the insured customer’s handset slipped through his/her hand causing the LCD to crack
Liquid Damage – if the insured customer’s device is damaged as a result of accidentally coming into contact with any liquid.

When is the effectivity of the accidental damage insurance coverage under 1+1 mobileprotect?
The accidental damage insurance coverage shall commence upon purchase of the device and shall end upon expiration of the manufacturer’s 12 months warranty.

Can the accidental damage insurance coverage be extended?
No, the accidental damage insurance coverage is not renewable.

Is the handset covered if it is accidentally dropped into the toilet?
Yes, liquid damage is covered by the accidental damage insurance overage.

Is the handset covered if it is accidentally dropped and the screen cracked?
Yes, cracked screen is covered by the accidental damage insurance coverage.

Does the accidental damage insurance coverage include accessories and packaging/box?
No, the accidental damage insurance coverage is for the actual handset only, excluding all other components, attachments, accessories, software downloads and packaging/box.

If the accidental damage insurance claim is approved, will the replacement unit be a brand new handset?
The replacement unit will be of comparable kind, specifications and quality, with cost not exceeding the original purchase price of the Device.

What is Participation Fee?
Participation Fee shall mean the amount that the Insured pays in case of replacement  of the Device when he makes a claim as specified in the Policy Schedule, Confirmation of Cover and Application Form.
Participation Fee is paid ONLY upon approval of claim.

 

EXTENDED WARRANTY (YEAR 2)

What is covered by the Extended Warranty Service Plan?
This Service Plan covers parts and labor cost to repair a faulty device caused by mechanical and electrical breakdowns

When is the effectivity of the Extended Warranty?
The ONE YEAR Extended Warranty shall commence on the day following the expiration of the manufacturer’s 12 months warranty and shall end on the same date of the following year.

When can I purchase the Extended Warranty Service Plan?
The Service Plan is purchased as a separate product on the day when you buy a new device.

Can the 1+1 mobileprotect be transferred to a new owner?
The Service Plan is non-transferrable in any circumstance.

What if my receipt was misplaced?
Please contact our Customer Care hotline for assistance.

How do I make a warranty claim if my device is faulty?
Please call the Customer Care hotline and have your handset details and proof of purchase ready.

Do I need to pay participation fee before my device gets repaired?
Under Extended Warranty, no participation fee is required on the second year of the Service Plan. However, the coverage of the Extended Warranty is limited to the accumulated repair cost equivalent to the purchase price of the device.

Where will my device be repaired?
When your device experiences a covered breakdown, we will have it picked up by an appointed courier then brought to our qualified Service Center for repair, then returned to you at your preferred location. The two way transportation is free of charge except when the delivery is rerouted to another address different from what was earlier confirmed.

If I file a claim covered by the Extended Warranty, how quickly will the device be returned to me?
The device will be returned to you within seven (7) business days from date of pick up.