program-digi-shield-device-protection

Undo the accidents that happen every day
Experience professional smartphone care with Digi Shield.
Experience professional smartphone care with Digi Shield, powered by AmTrust Mobile Solutions
Full coverage for as low as RM39/mth with FREE Repair.
  • Full coverage from accidental damage & theft

    Full coverage from accidental damage & theft

    Broke it? Got Robbed?
    We'll replace or fix it.

  • Freedom to subscribe with NO contract

    Freedom to subscribe with NO contract

    No credit cards involved,
    no contract, no worries.

  • Free repair

    Free repair

    You don't just get to save your device, but also your money.

  • Borderless protection

    Borderless protection

    Accidents happen, even when you're abroad. But don't worry, you're still covered for up to 60 days!

  • Easy Claims

    Easy Claims

    Enjoy the convenience of the 24/7 online claim portal and FREE door-to-door replacement delivery.

Two simple protection options
Worry no longer when something unfortunate happens to your phone.
Pick a Digi Shield plan from the table below to protect it from physical damages, liquid damages, theft or robberies.
  Digi Shield
Accidental & Liquid Damage
Digi Shield Plus
Robbery & Snatch Theft with Device
Extended Warranty (24 months)
Digi Postpaid
190*
FREE RM49
monthly
Digi Postpaid
160
RM39
monthly
RM69
monthly
Digi Postpaid
120
Digi Postpaid
80
*Digi Shield is FREE for customers signing up for Digi Postpaid 190 with PhoneFreedom 365. Digi Shield Plus is available at a special price of RM49 per month for customers signing up for Digi Postpaid 190 with PhoneFreedom 365.
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.
Find out more at any Digi Store/Digi Store Express today*
*Valid for all new phones purchased from Digi at point of purchase only
How filing your claim works
  • Full coverage from accidental damage & theft

    Step 1

    Something happens to
    your phone.

  • Freedom to subscribe with NO contract

    Step 2

    Contact AMS :
    Log onto AMS Website http://cl.amsa.asia or
    Call - Claims Hotline 03-92124314 or
    Email – claims@amtrustmobilesolutions.com.my

  • Free repair

    Step 3

    Your phone will be
    collected, repaired or replaced
    and delivered right to your doorstep!

Notes
  • For phones purchased through Digi Store or Digi Store Express, you MUST subscribe to Digi Shield at the point of purchase.
  • For phones purchased through Digi Store Online, please bring the receipt and the original device for checking during registration within seven(7) days from the date of invoice to subscribe at any Digi Store or Digi Store Express.
  • Click here to view T&Cs for Digi Shield
  • Click here to view T&Cs for Digi Shield Plus
Frequently Asked Questions

View FAQs for

1. 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.

2. 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.

3. 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 (http://bit.ly/ADLDeCert) and Digi Shield Plus (http://bit.ly/TheftADLDEW) for applicable provisions.

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

1 device IMEI can only register for 1 program.

5. 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.

6. 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 28th February 2019
Digi Plan Digi Shield Digi Shield Plus
Digi Postpaid 190 with PF365 FREE 49
Digi Postpaid 190 39 69
Digi Postpaid 160 39 69
Digi Postpaid 120 39 69
Digi Postpaid 80 39 69

*All prices shown are before 6% SST

7. 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).

8. 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.

9. 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.

10. 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)

11. 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.

12. How can I make payment for the replacement processing fee?

You can pay via online transfer.

13. 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

14. How can I make payment for the replacement fee?

You can pay via online transfer.

15. 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.

16. 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

17. 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.

18. 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.

19. 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.

20. 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.

21. 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.

22. 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.

23. 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.

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

AmTrust will not proceed with the claim

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

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

26. 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.

27. Can someone else receive the replacement device on my behalf?

No, unless you provide written consent during Claim submission.

28. 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.

29. 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.

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.

1. 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 – (1) Cracked Screen cover only with a one-time payment and (2) – Full Cover that covers theft/robbery and accidental and liquid damage.

2. 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 Cracked Screen cover or Damage Cover. No replacement fee needed.

3. What is not included under Digi Shield?

Your device will not be covered in the following scenarios.
  • Exclusions from Accidental Damage
  • 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 Crack Screen (http://bit.ly/CrackScreenFAQ) and Full Protection (http://bit.ly/ADLDTheftFAQ) for applicable provisions.

4. Can I register for both Cracked Screen and Full Cover for a same device?

1 device IMEI can only register for 1 program.

5. 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.

6. How much do I have to pay for Digi Shield?

The monthly charges for Digi Shield Full Cover and Cracked Screen Cover are as follows;

Cracked Screen (1 Time Charge)

Band Device RRP   One-off Charge
1 0 1000 29
2 1001 3000 89
3 3001 6000 229
4 6001 8000 269

Full Cover (Charge Monthly)

Band Device RRP   Monthly Charge
1 0 1000 9
2 1001 3000 19
3 3001 6000 39
4 6001 8000 49

Price is excluding 6% SST. To be included accordingly

7. 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).

8. 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

9. 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.

10. 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)

11. What are the Processing Fees?

All valid Claims are subject to a Processing Fee, which will be payable by you.
Device Value Excess Fee for Replacement
Up to 1000 112.50
1,001 to 1,500 187.50
1,501 to 2,000 262.50
2,001 to 3,000 375.00
3,001 to 4,000 525.00
4,001 to 5,000 675.00
5,001 to 6,000 825.00
6,001 to 7,000 975.00
7,001 to 8,000 1125.00

*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

12. How can I make payment for the replacement processing fee?

You can pay via online transfer

13. 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.

14. 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

15. 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.

16. 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.

17. 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

18. 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.

19. 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.

20. 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.

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

No, but your Claim will be denied if you fail to disable the security features or any locking features of your device.

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

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

24. 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.

25. Can someone else receive the replacement device on my behalf?

No, unless you provide written consent during Claim submission.

26. 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.

27. What is the normal turnaround time for repair and replacement?

The normal turnaround time for cracked screens and device replacement will be between 24 hours to 3 working days for West Malaysia and 3 to 5 working days for East Malaysia depending on the parts/device availability and severity of the damage (if applicable). In the event that there are other damages; the turnaround time for West Malaysia should not be more than 5 working days and the turnaround time for East Malaysia should not take more than 8 working days other damages.
Note: Replacement device turnaround time will be 2-3 working days from the time of excess fee payment.
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