Phones Support

Support Detail

What is Digi Shield?

With Digi Shield, you can protect your devices with a mobile protection plan against accidental / liquid damage and attended theft. Your device is protected from the moment you sign up. For a replacement device, your device will be replaced with a like-for-like replacement. There will be 2 products that charge on a monthly basis:

  • Digi Shield : Accidental Damage & Liquid Damage (ADLD) cover only
  • Digi Shield Plus: Full Cover that covers theft/robbery and accidental and liquid damage.
What are the main benefits of Digi Shield?

You can enjoy all these benefits:

  • If you accidentally damage your device, we will repair your device. If it's beyond economic repair (BER) or is stolen, you'll receive a replacement device of a similar kind and quality to your original device
  • Door to door pick-up and delivery service for repair & replacement
  • Free repair for Accidental Damage Cover cover or Liquid Damage Cover. No replacement fee needed.
What is not included under Digi Shield?

Your device will not be covered in the following scenarios.

  • Damage caused by intentional act
  • Light and normal wear and tear, gradual deterioration of the device or any latent defects
  • Accidental Damage where no actual known, or identifiable event or occurrence can be attributable to causing the damage to the device

Additional exclusions may apply. Please see the terms and conditions available at Digi Shield

(https://www.digi.com.my/support/tnc/devices/smartphones/digi-shield-screen-crack-protection) and Digi Shield Plus
(https://www.digi.com.my/support/tnc/devices/smartphones/digi-shield-full-coverage) for applicable provisions.

Can I register for both Digi Shield and Digi Shield Plus for the same device?

1 device IMEI can only register for 1 program.

If I stop my monthly device protection, can I enroll again?

Once you have stopped (or terminated) device protection, you are not allowed to enroll the same device (as identified by unique IMEI) again into the device protection program.

How much do I have to pay for Digi Shield?

The monthly charges for Digi Shield are as follows:

Digi Shield by AMS – as at 8th May 2019
Digi Plan Digi Shield Digi Shield Plus
Digi Postpaid 190 with PF365 FREE 49
Digi Postpaid 160 with PF365 FREE 69
Digi Postpaid 190 29 69
Digi Postpaid 160 29 69
Digi Postpaid 120 29 69
Digi Postpaid 80 29 69

*All prices shown are before 6% SST

How will I know if I am protected?

You will be protected as long as you are subscribed to the Digi Plan and the charging to your Postpaid bill is successful. You can also contact the customer hotline 03–92124314 from Monday to Sunday 09:00 AM to 06:00 PM (including Public Holidays).

How do I file a Claim?

Just call our customer hotline 03–92124314 from Monday to Sunday 09:00 AM to 06:00 PM (including Public Holidays) and a friendly customer service representative will guide you through the entire claim process. You will need to complete and submit the claims documents and may be required to submit additional documentation or information.

When must I file a Claim due to Attended Theft or Accidental Damage?

You will need to submit a police report on the loss of the phone from Digi and then submit it together with your claim by calling 03–92124314 or emailing claims@amtrustmobilesolutions.com.my within 48hrs from the incident date.

Is a receipt required when submitting a Claim?

No, it's not required but you will need to provide the following information to file a Claim:

  • Your first and last name
  • Device Make/Model (IMEI, if required by customer service representative)
  • Incident date
  • Description of incident
  • If it is an attended theft claim, it must be accompanied with a police report
  • Other documentation or information may be required (i.e.: Proof of purchase, Proof of relationship – if not used by the registered user)
What are the Processing Fees?

All valid Claims are subject to a Processing Fee, which will be payable by you.

*Your processing fee is based on the new retail price of the model of your mobile device on the enrolment date. The processing fee must be paid before you receive your replacement device and is non-refundable. 6% SST is not applied to the processing fee.

How can I make payment for the replacement processing fee?

You can pay via online transfer.

What are the Replacement Fees?

All valid Claims are subject to a Replacement Fee, which will be payable by you.

*Your replacement fee is based on the new retail price of the model of your mobile device on the enrolment date. The replacement fee must be paid before you receive your replacement device and is non-refundable. 6% SST is not applied to the replacement fee.

Device Value Replacement Fee
Up to 500 55
501 – 1,000 115
1,001 – 1,500 195
1,501 – 2,000 265
2,001 – 3,000 375
3,001 – 4,000 525
4,001 – 5,000 675
5,001 – 6,000 825
6,001 – 7,000 975
7,000 – 8,000 1,125
How can I make payment for the replacement fee?

You can pay via online transfer.

How soon will my Claim for the repair or replacement unit be processed?

Your replacement will be processed within 5 to 7 Business Days upon payment of the applicable Processing Fee.

How do I get more information on Digi Shield?

For more information, you can contact 03–92124314 from Monday to Sunday 09:00 AM to 06:00 PM (including Public Holidays) or email us at claims@amtrustmobilesolutions.com.my

Can a friend perform the Claim for me?

No, only customers who have purchased the device with his/her identification are allowed to submit a Claim.

Note: Customers may be required to produce their contract details and a proof of purchase on a case-by-case basis.

Does Digi Shield protect my phone when I’m travelling outside of Malaysia?

Yes. However, you will need to perform the Claim upon returning to Malaysia, as we do not courier the replacement device (in case of replacement needed) outside of Malaysia.

Where will the replacement device be delivered to?

The replacement device will be delivered to the customer's preferred delivery address. In the event that the Device cannot be delivered upon the first attempt, Amtrust will make a second attempt at collecting the original Device and delivering the Replacement Device. Please call our customer hotline 03–92124314 to confirm on the delivery attempts and for further enquiries.

Will you be sending me a new replacement device upon the Claim submission?

Replacement Devices may be reconditioned and will be of the same make, model, and capacity but not necessarily colour. If the same brand, model and capacity is not in stock or the device production is discontinued by the original equipment manufacturer, the Replacement Device may be of a different model with similar features, functionalities, and carries a fair market price to the original Device at the time of the Claim was submitted. It will have the same operating system and will not be a model older than the original Device.

Do I have to hand-over the damaged/failed device?

Yes, you have to hand-over the damaged/failed device for diagnosis and repair if applicable.

What will happen if I do not return the damaged or failed device or return the wrong device?

AmTrust will not proceed with the claim.

Do I need to ensure that the security features or any locking features are disabled? (e.g. iOS unlocked, network unlocked, Find my iPhone on iOS, Find my Device on Android and etc.)

Yes, the security features or any locking features must be disabled and the damaged device must be unlocked when you returned to us.

Is there a penalty if I do not disable the security features or any locking features?

AmTrust will not proceed with the claim

Are accessories (charger, cable, etc.) required to be handed in during replacement?

No, you are not required to hand in the accessories.

If I cancel my Digi Plan, will the Digi Shield benefits remain?

The device protection programme that is linked to your device will be terminated as soon as you terminate your Digi Plan.

Can someone else receive the replacement device on my behalf?

No, unless you provide written consent during Claim submission.

When my phone is replaced, will the replacement device information be recorded?

Yes, the replacement device information will be recorded. The information of the original protected device will remain as well, for reference.

What is the normal turnaround time for repair and replacement?

The normal turnaround time for cracked screens and device replacement will be between 5 to 7 working days depending on the parts/device availability and severity of the damage (if applicable).
Note: Replacement device turnaround time will be 2-3 working days from the time of excess fee payment.

I signed up for Digi Shield RM39 last week. What happens to my Digi Shield now that the price has changed to RM29?

All future charges on your Digi Shield RM39 subscription will be updated to RM29 as a goodwill gesture for your subscription.

When will the new pricing for Digi Shield RM29 be reflected in my bill?

The new RM29 pricing will take effect for all renewals that occur from 9th May onward.

What are the features of the Basic Screen Crack?

Features for Basic Screen Crack are as below:

  • Cracked screen protection from accidental damage
  • Covers up to full LCD replacement
  • One claim limit for duration of 12 months cover
  • 3 months warranty on repaired screen
  • Door to door pick-up and delivery
  • 24/7 online claims portal
  • 5 working days turnaround time (TAT) for damage repair and 2 working days TAT for replacement
Can I terminate Basic Screen Crack?

No, as Basic Screen Crack is a one-time off product that covers your device for up to 12 month, it is therefore non-refundable and non-cancellable.

For customers that have purchased Digi Shield prior to 28th of February, please refer to this link for information and T&Cs regarding your subscriptions.