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Frequently Asked Questions

SafeDevice

  • Maxis SafeDevice is a device protection program that provides protection against certain types of damage that aren’t protected by the manufacturer’s warranty (e.g. stolen, attended theft, and accidental liquid or physical damage).

    1. Your contracted Smartphone or/and
    2. Your contracted Smartwatch
  • Maxis SafeDevice covers 4 types of risk:

    1. Accidental damage
    2. Attended Theft
    3. Mechanical & electrical malfunction
    4. Unauthorized usage up to RM500
      *For Smartwatches, the coverage is only limited to Accidental Damage
  • You may subscribe to Maxis SafeDevice via:

    1. Any Maxis Stores (upon purchasing your device) and
    2. Call us at 123 (not more than 10 days after purchasing your new device).
  • Anyone who meet the following criteria can sign up Maxis SafeDevice.

    1. Existing Maxis postpaid customer;
    2. Your new device purchased from Maxis is within 10 days from the sign-up date, and
    3. Your device must not be lost or stolen and must be in good working condition when you subscribe the protection plan.
  • You are eligible to sign up for Maxis SafeDevice for:

    1. Your Smartphone or/ and
    2. Your Smartwatch
  • You may terminate your Maxis SafeDevice subscription at:

    1. Maxis Self Serve; (https://care.maxis.com.my/) select your service with SafeDevice subscription, select Services and click on Add/Remove Services.
    2. Call us at 123
      Your device is no longer under the Maxis SafeDevice protection programme once you have terminated your subscription.
  • Your device is no longer under the SafeDevice protection programme once you have terminated your subscription.

  • No. You cannot reactivate Maxis SafeDevice once it is terminated.

  • Here are the processes:

    For Attended theft

    • File a lost within 48 hours by calling in to Maxis SafeDevice hotline at 1800-88-6888 or email to safedevice@maxis.com.my with the following details:
      1. Full Name:
      2. Registered phone number:
      3. Device Model:
      4. A copy of police report as proof
    • If theft occurs in overseas, you are required to submit a copy of police report and a copy of your passport evidencing that you were overseas, within 48 hours upon returning to Malaysia.
      Helpful tips for stolen phone.

     

    For Damaged device

    • File a lost within 48 hours by calling in to Maxis SafeDevice hotline at 1800-88-6888 or email to safedevice@maxis.com.my with the following details:
      1. Full Name:
      2. Registered phone number:
      3. Device Model
    • Once your service request has been approved, you are required to hand in your damaged device upon receiving your replacement device.
  • Your Maxis SafeDevice subscription is tied to the IMEI of your device, therefore it is important to have your phone IMEI updated should you have done any replacement with the manufacturer.

    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 us or visit to your nearest Maxis Centre to update us on your latest IMEI.

Insure your device with Maxis Safe Device

The FAQ’s are meant for clarification purposes only. The FAQ’s may be modified from time to time. Please refer Terms of Use and Terms & Conditions of the products and/or services for more information.

Need to get in touch with us?

Contact Maxis Customer Service