Terms & Conditions

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

Version [11th December 2025]

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

    1. Maxis Travel Care (“Program”) is a program which includes purchase of Maxis Roaming Pass with complimentary travel insurance 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 eligible Certificates of Insurance are protected by PIDM up to certain limits. Refer to PIDM’s TIPS Brochure or contact AIA or PIDM (https://www.pidm.gov.my/en).
    2. Campaign Period: Effective from 11th December 2025 to 31st March 2026 (both dates inclusive) or such other period as may be determined by us.
    3. 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”).
    4. 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.
    5. To the maximum extent permissible by applicable laws:
      1. we reserve the rights to suspend, discontinue or modify the Program or any part thereof, at any time at our sole discretion.b. 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give you reasonable advance notice of such changes and all previous versions of our user guides or leaflets will be superseded.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.
    1. Account shall mean the Maxis account that you have registered with your mobile number (MSISDN).
    2. Accident shall mean a sudden, unforeseen, unintentional, unexpected, unusual, and specific event that occurs at an identifiable time and place which shall, independently of any other cause, be the sole and direct cause of accidental bodily injury or damage (where applicable). This includes events resulting from external causes, but excludes injuries arising solely from disease or sickness, unless such disease or sickness is directly caused by the external event.
    3. Certificate of Insurance is the document AIA issues (via email) detailing the sum insured/benefits, period of insurance, insured person, certificate holder and trip details, after the Master Policyholder’s premium payment.
    4. Trip shall mean the return trip commencing from the time you leave your normal residence/place of work in Malaysia or the Effective Date of Coverage in the Certificate of Insurance (whichever is later), until the time you return to Malaysia, ceasing on the earliest of: expiry date/time, arrival at home/work in Malaysia, or 24 hours after scheduled arrival.
    5. Area of Coverage means ASEAN / APAC / Worldwide based on your Maxis Roaming Pass; Excluding Excluded Countries as per Policy Wording.
    6. Gadget means smartphone, smartwatch, tablet and/or laptop computer.
    7. Policy Wording means the policy wording issued by AIA for the Program, which is accessible here.
    8. We/Our/Us refers to Maxis Broadband Sdn. Bhd.
    9. Insured Person: As per Eligibility.
    10. You means the Maxis’ subscribers under the Maxis brand who signed up for the Program.
    1. You must be a Malaysian with a valid National Registration Identity Card (NRIC) number who is 30 days old to 70 years (last birthday) as of the age of your last birthday at the time of subscription.
    2. Each Insured Person may only be covered with one in‑force Certificate of Insurance per trip at any point in time.
    3. You must be the main account holder, principal line or supplementary line holder of an eligible Maxis Account and purchase an eligible Maxis Roaming Pass.
    4. All insurance coverage activation under the Program 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.
    1. This Program is complementary for all Maxis subscribers who purchase and successfully activate an eligible Maxis Roaming Pass of the following:
      1. 7 days ASEAN Data Pass
      2. 7 days APAC Data Pass
      3. 15 Days Multi country Data Pass
      4. 30 Days Multi country Data Pass
    2. This Program must be redeemed through Maxis app.
    3. Maxis subscribers who purchased the eligible Maxis Roaming Pass shall provide complete and accurate personal and travel details on the Maxis app.
    4. Coverage duration is single trip based on the roaming pass, commencing from the roaming pass activation date/time as stated in your Certificate of Insurance emailed by AIA upon individual screening and approval from AIA.
    1. Below is the summary of insurance coverage and area of coverage under the Program. Please refer to the Policy Wording for the complete details and terms and conditions of the insurance coverage, benefits and area of coverage. In the event of any inconsistency or conflict between Table 1, Table 2 and the Policy Wording, the Policy Wording shall prevail to the extent of any such inconsistency or conflict.


    Table 1: Summary of Insurance Coverage

    No. Benefits Amount of Cover (RM), up to
    a. Travel Inconvenience
    1. Baggage Delay (RM100 for the first complete 3 hours, and RM200 for every 6 hours thereafter) 2,000
    2. Automatic Extension for Delayed Return due to Emergencies
    (up to 14 days)    		 Included
    b. Lifestyle
    3.  Missed Events in Overseas due to Hospitalisation 2,000
    4. Damage to Shopping Items During Transit back to Malaysia 2,000
    5. Non-Delivery of Shopping Items 1,000
    6.

    On-trip Loss or Damage of Baggage and Personal Belongings

    • For any one Gadget limit
    • For any one article limit

    6,000
    3,000
    500
    c. Medical (accidental bodily injury & sickness)
    7. Medical Expenses 50,000
    d. Personal Accident
    8. Accidental Death and Dismemberment 50,000

    Table 2: Area of Coverage

    Area of Coverage Destination Country(ies)
    ASEAN Brunei, Cambodia, Indonesia, Laos, Philippines, Singapore, Thailand, Vietnam only
    APAC Armenia, Australia, Azerbajian, Bahrain, Bangladesh, Brunei, Cambodia, China (including Hong Kong, Macau, Mongolia and Tibet), India, Indonesia, Japan, Jordan, Kazakhstan, South Korea, Kuwait, Kyrgyzstan, Laos, New Zealand, Oman, Pakistan, Philippines, Qatar, Saudi Arabia, Singapore, Sri Lanka, Taiwan-Province of China, Tajikistan, Thailand, United Arab Emirates, Vietnam only
    Worldwide Worldwide countries covered under the Maxis Roaming Pass, except countries listed as Excluded Countries
    Excluded Countries Afghanistan, Belarus, Crimea (including Sevastopol), Cuba, Democratic Republic of Congo, Iran, Iraq, Israel, Liberia, Nepal, North Korea, Russia, Somalia, Sudan, South Sudan, Syria, Ukraine, or Zimbabwe and all other sanctioned and war declared countries.
    1. The Program does not cover claims for the following:
      1. Pre-existing conditions
        1. Suicide or intentional self-injury;
        2. Childbirth, pregnancy or miscarriage;
        3. Professional sports;
        4. Mental or nervous disorders;
        5. Use of drugs/ narcotics of any kind;
        6. Congenital defects;
        7. Any kind of disease or sickness or Human Immunodeficiency Virus (HIV) or   Acquired Immune Deficiency (AIDS);
        8. Racing of any kind;
        9. Violation or attempt of violation of law;
        10. Insured Person serving in armed forces;
        11. War or warlike operations (whether war be declared or not).
      2. Baggage Delay
        1. Baggage delay not reported immediately upon delivery to the common carrier;
        2. Baggage legally delayed, held, detain or confiscated by customs, immigration and/or other public authorities;
        3. Insured Person failure to obtain a written confirmation from the operator of common carrier on the baggage delivery time;
        4. Less than 3 consecutive hours of delay.
    2. The exclusion list above is non-exhaustive. You are advised to refer to the Policy Wording for the full and complete exclusions by AIA.
    1. All claims are to be submitted by completing the claim submission webpage within 30 days from the incident date and immediately for death claim. The link to the claim submission webpage can be obtained from the email received for the e-certificate.
    2. You are required to provide supporting claim documents. Refer to the policy contract here for the detailed list of claims supporting documents required.
    1. You can cancel your Maxis Travel Care Certificate of Insurance at any time by contacting AIA Online Customer Service via email at my.aiaonline@aia.com provided that you have not made a claim on the certificate. Please refer to the policy contract terms and conditions of the cancellation clause here.
    1. 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.
    1. 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 Maxis Roaming Pass (but no more than the charges you paid for the Maxis Roaming Pass). 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.
    1. 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.)
    1. 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.