FREQUENTLY ASKED QUESTIONS

Transcription

1 OFFERS OF GADGET CARE Q: What are the different protection coverage being offered by Globe Gadget Care? Program 1: Comprehensive Protection coverage for new and re-contracting subscribers availing of a new device under My Super Plan (Load-Tipid Plans not included) Coverages: 1. Accidental Damage 2. Theft or Robbery 3. (Bonus) Bill Protect Rider Plan Price: Monthly Premium Fee will depend on the type of device that the user avails under mysuper Plan. (For full list, refer to the most current Price Bulletin for the assigned Device Value band per device Monthly Premium Device Value Sample Device list Fee Band 89 Band 1 Nokia E5, Samsung Galaxy J1, LG L Band 2 Nokia Lumia 620, Samsung Galaxy E7, Huawei P6 299 Band 3 iphone 5, Lenovo Vibe X 399 Band 4 iphone 6, Samsung Galaxy Note 4 Program 2: Voluntary Protection coverage for Postpaid Subscribers with existing gadgets under a Postpaid plan (Load-Tipid Plans not included) Coverage: Accidental Damage only Price: Monthly Premium Fee will depend on the classification of device that the user will register for the service. (For complete list, refer to the most current Price Bulletin for the Approved handset list for Device Classification Monthly Premium Fee Device Classification Definition 199 Feature phone Non-Android, Legacy, Low-end Smartphones 299 Smartphone Android, iphones, Blackberry Q: Why should I get a protection service for my mobile device? Nowadays, your phone/device is an essential part of our everyday lives. It will be beneficial to you to protect this from any possible risk of accidental damage and theft. Globe Gadget Care offers you hassle-free device replacement in case of accidental damage or theft claim at affordable monthly premium rates. Q: My phone already has a warranty, why do I need to register to this program? Globe Gadget Care will provide additional device protection outside of the standard warranty that comes with your device. Basically device warranty only covers mechanical failure due to manufacturer s defect. Globe Gadget Care will protect your mobile device for non-traditional risks associated with unforeseen human events such as accidental damage and loss due to theft. Q: What kind of damage to my phone is covered by Gadget Care? Any accidental damage that will render your device to not function properly or to be unusable is covered such as, but not limited to water damage, cracked screen and damaged key pads. Q: Will I be covered if my phone got stolen? Theft is part of the Comprehensive Protection Coverage. Gadget Care covers known incidences and circumstances of theft or burglary. (i.e. Attended theft* - see definition of terms)

2 Q: Can I claim for Gadget Care if I lost or misplaced my phone? Sorry, Gadget Care does not cover for LOSS under the following conditions: o due to leaving the device unattended in public place (such as public restrooms) or unattended vehicle or any transportation o mysterious disappearance of devices o Subscriber s negligence REGISTRATION TO GADGET CARE Q: How can I avail of Gadget Care Service? For customers applying for a new postpaid line under my Super Plan with device: Upon applying for your postpaid line, you may also register your new device to Gadget Care. Our frontliner / call agent will assist you with the Gadget Care Availment form which will be submitted together with MSA and application documents. The form must be signed by the account holder. The Certificate of Cover will be given to you as subscriber s copy. Make sure to keep your copy of the COC (Certificate of Cover) because this is what you will present when you make a claim Ensure that the correct IMEI number of your device is written on all your forms to facilitate ease in processing when filing a claim. Also make sure to have the frontliner update your account details so that the system will show your latest handset. This will also ensure ease in processing any claims in the future. For Loyalty subscribers recontracting for a new device: Upon applying for recontracting, you may also register your new device to Gadget Care. Our frontliner/call agent will assist you with the Gadget Care Availment form which will be submitted together with MSA and application documents. The form must be signed by the account holder. The Certificate of Cover will be given to you as subscriber s copy. Make sure to keep your copy of the COC (Certificate of Cover) because this is what you will present when you make a claim Ensure that the correct IMEI number of your device is written on all your forms to facilitate ease in processing when filing a claim. Also make sure to have the frontliner update your account details so that the system will show your latest handset. This will also ensure ease in processing any claims in the future. For Customers with an existing device under a Postpaid plan/own phone (non-globe)/ non-brand new: Just proceed to any Globe store. You need to present your device at any Globe Stores for device verification. Once your phone is verified, our frontliner will assist you with the Gadget Care Availment form which will be submitted together with MSA and application documents (if new application). The form must be signed by the account holder of the line tied to the device. The Certificate of Cover will be given to you as subscriber s copy. Make sure to keep your copy of the COC (Certificate of Cover) because this is what you will present when you make a claim Ensure that the correct IMEI number of your device is written on all your forms to facilitate ease in processing when filing a claim. Also make sure to have the frontliner update your account details so that the system will show your latest handset. This will also ensure ease in processing any claims in the future. Device verification checklist Device must be type-approved by Globe (it will be classified either as a SMARTPHONE or FEATURE PHONE) No external damage; IMEI visible Phone is in good working condition, can make and receive call and SMS Phone is not part of the list of reported stolen/lost phones Q: When is the effective date of my mobile protection coverage? Gadget Care will be activated and effective on the same day as the activation of your postpaid plan and the release of the mobile device to you. Q: How do I know I am enrolled to Gadget Care? Many things were explained to me at the time of my application and I only remember the part about my plan details. You will receive a welcome message upon activation of Gadget Care at the same time, along with your device, a Certificate of Coverage was issued to you during your application detailing you monthly fee and your coverage.

3 Q: I received a message that I am covered by Gadget Care for 4 months. Am I going to be charged once the free period stops? How much will I be charged? Yes. As an iphone 5 subscriber, you were entitled to a free 4 months of Gadget Care. After the free period, your Gadget Care service will be automatically renewed and will be charged a monthly fee of P399. Should you decide to discontinue with the free service, just text GADGETCARE FREE OFF and send to Q: I did not receive a welcome message; how and where can I verify if I am indeed enrolled to Gadget Care? You may call our Globe Gadget Care Customer service at tel. (02) or toll-free no , from 8:30am to 5:30pm from Monday to Friday. You may also call Globe hotline no Q: Why have you stopped the free 1 month offer? The Free 1 month offer is only for a limited period. The promo was only up to Dec. 31, Q: I have two mobile phones. Can I enroll both with Gadget Care? Yes. However, each of these phones should be under a separate Postpaid plan. Q: Can I enroll two mobile phones/gadget Care subscriptions under a single postpaid plan? No. Only one Gadget Care subscription may be attached to each postpaid plan. If you wish to enroll a second device to Gadget Care, it must be attached to a different Globe Postpaid line. Q: I will be re-contracting my Postpaid plan with a new device, can I avail of Gadget Care? Yes, you can. If you are re-contracting with a new device then you are qualified to avail of the Comprehensive coverage. Q: Can I avail of Gadget Care if I am not a Postpaid subs / or I am a prepaid subscriber? Gadget Care can only be availed by a Postpaid subscriber with a postpaid plan. Q: My Globe mobile is not brand new. Can I enroll this under the Globe Gadget Care program? How much is my monthly fee? Yes, you can subscribe to Gadget Care provided that your phone is included in the list of participating mobile devices (refer to latest Price Bulletin) allowed by Globe to register under the Program. Your mobile device can only be registered under the voluntary program with Accidental Damage protection benefit. o o Just proceed to the nearest Globe Store. Present your device to a Globe front liner for device verification. Once your phone is verified, you need to fill out the Globe Gadget Care Availment form that will be provided to you by the Front liner Monthly Premium Fee Device Classification Definition 199 Feature phone Non-Android, Legacy, Low-end Smartphones 299 Smartphone Android, iphones, Blackberry Q: Why can t I enroll my existing phone under the Comprehensive protection service? Comprehensive Protection coverage is only offered to newly activated devices availed under the mysuperplan. For existing phones, we recommend the Voluntary Coverage program for Accidental Damage only. Q: I availed my device under my Super Plan 2 months ago, can I still avail of the comprehensive coverage? The Comprehensive Protection coverage is offered only upon availment of a brand new MySuper Plan device. You can avail of the Voluntary Coverage program which covers Accidental Damage after device verification by Globe. Q: I am currently enrolled under the comprehensive protection; can I downgrade to Theft or Accidental damage only? Downgrade of coverage is not allowed. If you still want to change coverage, your current program will be cancelled and your device can only be enrolled under the stand-alone Accidental Damage coverage without theft and bonus bill protect. We strongly suggest for you to stay with the Comprehensive Protection as you will be getting the full coverage benefit at better price. Q: I am currently enrolled under the Voluntary Accidental damage coverage; can I upgrade to avail of theft and/or Bill Protect Rider? Theft with Accidental Damage coverage and Bonus Bill Protect package is only offered to newly activated devices availed under mysuperplan.

4 Q: I want to change my phone that is currently registered to Gadget Care, can I transfer my Gadget Care service to my new phone? Gadget Care is non-transferable. If this is a new phone acquired due to recontracting, your old Gadget Care subscription for your old handset will be discontinued, and your new handset will be covered by a new Gadget Care plan. Since this is a new phone acquired through Globe via recontracting, your handset will still be entitled to the comprehensive coverage. If this is a new phone acquired through other (non-globe) channels, the phone will have to be enrolled under the Voluntary Coverage. If you wish to keep both phones insured, you may opt to enrol both devices under Gadget Care provided they are both under a separate postpaid line. BENEFITS Q: What if I lose or damage my mobile phone outside the country? Your device is still covered by the Gadget Care even when you are outside the Philippines. In the situation where your device gets stolen or accidentally damaged abroad, you are still qualified for claim and replacement. Just make sure that you report to the proper authorities of the area about the incident of theft within seven (7) days from the date of occurrence. At the same time, report the incident to Globe Gadget Care within the same seven (7) days so you can be informed by our Customer service of the necessary next steps. You can call our toll-free hotline number Q: Can my stolen phone be re-enrolled to the protection program by the person who has possession of it? No. Once a device is reported as stolen, the phone s IMEI will be reported to the National Telecommunications Commission and Globe for permanent phone blocking. Q: How much do I save if I am registered to Gadget Care? Globe has exclusively provided you the service under reasonable monthly charge rates. The nominal monthly premium & settlement charges are substantially lower than what you need to pay to replace your phone due to Accidental Damage & Theft. Ex. A Lumia 800 has a Globe Gadget Care monthly premium fee of P299. If this device got stolen after 10 months of coverage, this will be the overall expense that you will incur: Lumia 800 Monthly premium fee (P299 x 10 months) P2,990 Participation fee (upon fulfillment of claim) P5,000 Total P7,990 Vs a brand new LUMIA P23,500 Saving P15,510 AFTER-SALES Q: How soon can I file for a Gadget Care claim? Under Comprehensive coverage, effectivity of Gadget Care applies as soon as the device is released to the subscriber. A subscriber can claim for insurance provided that claim is verified and approved. Under Voluntary coverage, subscriber can only claim for insurance one month after the activation of the Gadget Care service. Q: How long will it take for my claim to be verified and approved? This is dependent on the level of verification that ACE needs to conduct based on the documentation and the claim filed. Ideally, if all documents and requirements are completed and submitted, verification and approval will just take hours. Q: What type of replacement unit do I get when I make a claim? The replacement unit may be the same brand and model of a new or refurbished handset, or if not available, Globe will provide a device with similar specifications or value. Replacement phones will be locked-in to Globe.

5 Q: What is included with the phone replacement? Replacement process will only provide you the device unit; new SIM card (for stolen phones) must be requested from the Globe store. However, if the brand or model that was issued as replacement is different; the device unit and its corresponding standard manufacturer s package will be issued. Q: Will the replacement phone still have the Gadget Care service? Yes, the replacement phone will continue to have the same Gadget Care plan unless you decide to unsubscribe to Gadget care after getting the replacement unit. Q: Can I cancel my current Gadget Care subscription? Yes, you may cancel or opt-out from your subscription by texting GADGETCARE <AMOUNT> OFF and send to For example, to unsubscribe from Gadget Care 399, text GADGETCARE 399 OFF to This is free-of-charge. Below is the complete list of opt-out keywords: Gadget Care Variant Gadget Care 89 Gadget Care 179 Gadget Care 299 Gadget Care 399 Gadget Care Voluntary 199 Gadget Care Voluntary 299 Opt-out Keyword GADGETCARE 89 OFF GADGETCARE 179 OFF GADGETCARE 299 OFF GADGETCARE 399 OFF GADGETCARE VOLUNTARY 199 OFF GADGETCARE VOLUNTARY 299 OFF Q: How will my Gadget Care subscription reflect in my bill? You will see your Globe Gadget care under <One Time Charge> specifically itemized as Gadget Care Plan <plan amount>. Q: Should I cancel my mobile protection program, how will I be charged? Are there prorated charges or advance payment subject to reversal? Cancelling or Opting-out from Globe Gadget care is free of charge. However, there will be no refund or prorated charges for any unused days if you cancel your program within the 30-day period. We advise that you just wait for the expiration of the 30day period before cancelling your program. Q: In case I change my plan, will my protection coverage change as well? As long as you keep the original device, your protection coverage and fee will not change. Your Gadget Care monthly fee is charged on top of your monthly postpaid plan. Q: Can I transfer the ownership of the protection coverage? The protection coverage is non-transferable. Q: What if I have multiple lines under my name that are enrolled to Gadget Care? For account holders with multiple lines, assigning of lines and handsets is allowed as long as the following conditions are met: 1. Assignee is an immediate family member 2. Assignee is 18 years old and above 3. The account holder is the one that files for the claim, or provides a letter of authorization with his signature and a valid ID. Q: My son was the one using the phone when the theft/accidental damage happened. Will I still be covered? Yes, as long as the following conditions are met: 1. Account holder is a multiple-line holder 2. Assignee is an immediate family member 3. Assignee is 18 years old and above 4. The account holder is the one that files for the claim, or provides a letter of authorization with his signature and a valid ID. Q: Do I have to re-enroll my replacement device? No need. Your current protection subscription continues and the replacement device is automatically registered under the program.

6 Q: I want to report and make a claim, what are the procedure and requirements? To file a claim, please call Globe Gadget Care Customer service at tel. (02) or toll-free no , from 8:30am to 5:30pm from Monday to Friday. You may also simply or log-in to our website at ACE Insurance shall be happy to answer your queries concerned. Q: How long does it take to get my replacement device? It takes an average of 24 hours to 72 hours to replace your phone depending on handset availability, your area of delivery and your availability to receive the device unit. This assumes that you have complied with all the necessary requirements to complete the claim. Q: Where can I pay for my participation Fee? Can I pay in Globe? Excess/Participation fee payments must be deposited in any of the 700 BDO banks.

7 REQUIREMENT FOR CLAIMS Claims Documentary Requirements Accidental Damage Benefit 1. Duly completed Claim Form 2. Any document or proof of payment of monthly premium covering claim period 3. Photo of the damaged phone Theft Benefit 1. Duly completed Claim Form 2. Original copy of any of Police Report 3. Notarized Affidavit of Ownership and Los Undertaking (NTC Form for Phone Blocking) 4. Any document or proof of payment of monthly premium covering claim period Accidental Death Benefit 1. Duly completed Claim Form 2. Birth and Death Certificates of the Insured 3. Original Copy of Police Report 4. Affidavit of Witnesses 5. Autopsy Report 6. Proof of Relationship to Beneficiary/ies (such as Marriage Certificate, Baptismal and Passport) Accidental Temporary Disability Benefit 1. Duly completed Claim Form 2. Attending Physician s Report, specifying the number of days/months that the Insured is not allowed to or capable of returning to work and/or attending to his daily duties 3. Original copy of Police Report or Affidavit of Witnesses 4. Latest Globe Statement indicating the monthly plan subscription amount F. DEFINITIONS OF TERMS 1. *Accidental Damage any accidental destruction that is externally visible and accidental oxidation that is preventing the correct operation of the device. Water damage is also covered; any cosmetic damages are not included 2. *Theft or Robbery - with or without threat which includes burglary and snatching. 3. *(Bonus) Bill Protect Rider Plan this covers outstanding bill payments of the enrolled Globe Postpaid account, against Accidental death (up to P10,000) or Temporary disability (P200/month for a maximum of 6 months) 4. SMARTPHONES - are Android phones, iphones and Blackberry. Devices that have an operating system that allows it to run productivity applications such as Blackberry OS, Palm OS or Windows Mobile. 5. FEATURE PHONES are non-android phones that run on proprietary firmware, with third party software through platform such as Java ME or BREW 6. Attended theft - is when the customer is able to identify the actual incident; when and where the theft occurred. 7. Unattended theft - is when the customer cannot pinpoint when and/or where theft incidence took place, or when the theft is assumed in lieu of mysterious disappearance.