Make a claim in chat. We ask what happened and for photos of the damage, confirm your cover, and collect the phone. It comes back repaired, or replaced with the same model, within 5 working days.
Steps
- Chat with us and say your phone is damaged.
- Tell us what happened and when.
- Send photos when asked: the front, the back, and the screen switched on if it still turns on.
- We confirm your cover and the RM99 excess, and open the claim.
- A courier collects the phone from you, usually the next business day.
- The repaired or replacement phone is delivered within 5 working days of collection.
Before the courier comes
- Back up your phone.
- Turn off Find My (iPhone) or Find My Device (Pixel).
- Remove the SIM and any case. eSIM lines stay on your account.
The RM99 excess is added to your next bill.
Related: Claim status and excess and What does Device Protection cover?