Maxis SafeDevice subscription done on 31 December 2023 or earlier that are active will remain protected by the program, there is no change to your benefits, you may refer to the program’s Terms & Conditions here.

Maxis SafeDevice covers 4 types of risk:

1. Accidental damage
2. Attended Theft
3. Mechanical & electrical malfunction
4. Unauthorized Calls usage due to Attended Theft up to RM500
   *For Smartwatches, the coverage is only limited to Accidental Damage

You may terminate your Maxis SafeDevice subscription at:

1. Click here and select your service with Maxis 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.

The monthly fee for Maxis SafeDevice Program depends on the unsubsidized retail value of your device at the time of purchase from Maxis and is payable on a monthly basis. Effective 1 October 2026, your monthly fee now 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. For further information on the new subscription pricing, kindly refer to Maxis SafeDevice Program’s Product Disclosure Sheet.

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 Pacific insurance approval. For more information, kindly refer to Maxis SafeDevice Program’s Product Disclosure Sheet.

Effective 1 October 2026, your Maxis SafeDevice monthly fee has been updated to reflect a new structure that includes an Insurance Premium and a Service Fee. In line with current tax regulations, an 8% Service Tax is now applied specifically to the Service Fee portion, resulting in a slight adjustment to your total monthly charge. Your protection benefits remain unchanged.

The 8% Service Tax is applied only to the Service Fee component of your Maxis SafeDevice 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.

No, your Maxis SafeDevice protection benefits remain unchanged. There are no changes to the excellent protection and benefits you receive from your plan, and your device remains covered as per your existing terms and conditions.

Upon subscription, your device will remain covered under the Maxis SafeDevice Program for as long as your subscription remains active, subject to annual policy renewal and eligibility checks by Pacific Insurance Berhad. Even if the device contract has expired, customers can still enjoy coverage as long as the subscription remains active. Coverage will cease automatically upon termination of the subscription.

You are allowed to submit up to 2 claims under the Maxis SafeDevice Program:

• Maxis SafeDevice Program: Subject to a maximum of 2 claims per Covered Device during any consecutive twelve (12) month period beginning from the date of the first approved claim, of which:
  • 1 claim is limited to Accidental Damage; and
  • 1 claim is limited to Attended Theft.
  If you have already received 2 approved claims for the Covered Device within the applicable twelve (12) month period, you will not be eligible to submit any further claims until the expiry of that period.

Your device is no longer under the Maxis SafeDevice program 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. i. Full Name:
  2. ii. Registered phone number:
  3. iii. Device Model:
  4. iv. 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:
  5. Full Name:
  6. Registered phone number:
  7. Device Model
• Once your service request has been approved, you are required to hand in your damaged device upon receiving your replacement device.
• What are the documents required to support a claim on Maxis SafeDevice?
  All Claims must be supported with the relevant documentations as detailed below:
  1. Copy of National Registration Identity Card (“NRIC”) with front and back;
  2. Picture and / or video of the damaged Covered Device (only applicable to Accidental damage);
  3. Proof of the Covered Device IMEI and / or serial number; (only applicable to Accidental damage)
  4. Police report made within twenty-four (24) hours and passport (only applicable to Attended Theft);
  5. Copy of passport, travel itinerary or any other form of proof that you are outside of Malaysia (only applicable to Attended Theft which occurs outside of Malaysia);
  6. Your Account statement proving Unauthorized Calls following Attended Theft of the Covered Device (only applicable to Unauthorized Calls);

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.

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 proof of device replacement with you and as soon as your device is replaced, please call us or visit your nearest Maxis Centre to update us on your latest IMEI.

Due to security and safety reasons, unauthorized repair works done on unauthorized device parts will not be entitled to submit any claims.

If you do not pay your Maxis SafeDevice 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 SafeDevice 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.