Frequently Asked Questions
Maxis Device Care Lite Program
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Maxis Device Care Lite is a flexible, lighter coverage exclusive option for our existing Maxis Device Care customers. If your needs have changed and you are thinking of cancelling your current plan, this 'Lite' option allows you to keep your device protected at a better value.
Note: This coverage is exclusively available through Maxis and is underwritten by AIA General Berhad.
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Maxis Broadband Sdn Bhd is a registered corporate agent of AIA General Berhad. The protection coverage under Maxis Device Care Lite Program is underwritten by AIA General Berhad.
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Maxis Device Lite Care Program protects your device(s) against screen crack by repair only. In addition, this Program also offers you value-added services such as doorstep pickup & delivery for your damaged device by our authorized service partner, as well as concierge service for all repair related works on your mobile, electronics, and electrical appliances.
This Program only has one plan that you can subscribe for your device(s), as follows:
Plan Benefits Deductible Limit of Liability Maxis Device Care Lite - Screen repair due to screen crack of your covered device.
No Deductible applies. - Up to RM2,000. Any additional repair cost in excess of RM2,000 to be borne by the customer directly.
Example:- Quoted Repair Cost: RM2,500
- MDC Lite Claim Limit: RM2,000
- Excess Fee to be paid by you: RM500
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The monthly program fee for Maxis Device Care Lite Program will be RM9/month. Your monthly program fee includes a breakdown between an Insurance Premium and a Service Fee. In line with current tax regulations, an 8% Service Tax is applied specifically to the Service Fee.
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The 8% Service Tax is applied only to the Service Fee component of your Maxis Device Care Lite monthly charge. Your monthly program fee will now show two components – an Insurance Premium and a Service Fee, with the Service Tax calculated solely on the Service Fee amount. This updated breakdown will be clearly reflected in your monthly bill.
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Yes, your Maxis Device Care protection benefits will be revised once your protection plan changes from Maxis Device Care to Maxis Device Care Lite. The protection will cover your device against screen crack of up to RM2,000.
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You can subscribe to Maxis Device Care Lite Program for contracted smartphones & tablet device which are purchased from Maxis.
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You may subscribe to Maxis Device Care Lite Program via Maxis app or Maxis Self Serve Portal.
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Customers are eligible to subscribe to the Maxis Device Care Lite Program if they meet the following criteria:
- Customer is an existing Maxis Device Care subscriber AND;
- Customer has decided to cancel the current Maxis Device Care subscription.
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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 Lite Program.
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Once you have successfully subscribed to Maxis Device Care Lite Program, you will receive your Maxis Device Care Lite 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 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 Lite e-certificate.
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Upon subscription, your device will be covered for up to a maximum of 2 years with your policy renewed annually, subject to AIA's eligibility check, provided you do not terminate your subscription. Once you reach the 2nd year, your device will no longer be covered and the policy will be automatically terminated upon expiry.
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If you sign up for a new device contract, your existing Maxis Device Care Lite will be automatically removed. This is because the protection plan is tied to your previous device contract and does not carry forward to your new device. If you would like to continue enjoying device protection, you will need to subscribe to Maxis Device Care again for your new device, subject to eligibility and applicable terms & conditions.
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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 2 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 maximum of 1 claim per covered device during the coverage period.
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You may terminate your Maxis Device Care Lite 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 Lite Program.
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Your device is no longer covered under Maxis Device Care Lite 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 Lite Program.
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No. You are not allowed to reactivate your Maxis Device Care Lite Program subscription once it is terminated.
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If you have terminated your contract, your Device Care Lite 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 Lite Program.
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You will need to provide the following supporting documents to AIA during your claim submission on Maxis Device Care Lite Program:
- Copy of Malaysian Identification Card (front & back);
- Picture and/or video of damaged device;
- Proof of the damaged device’s IMEI number and/or serial number; and
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Your claim will be processed within 5 to 11 business days for screen crack repair upon successful and complete submission of the claim.
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Your Maxis Device Care Lite 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 a 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 Lite 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 Lite Program subscription will still 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 Lite Program.
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Your existing Maxis Device Care Lite 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 Lite Program subscription by calling Maxis at 123 or walking to any of our Maxis Centres nationwide.
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For Product Information:
Please visit Maxis Device Care Lite 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 Lite 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). -
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.
