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1. How do I view and redeem my Service Package under the Product Care Service Programme?
Upon order completion, you may visit Digital Customer portal https://shopee-claims.policystreet.com to view your Service Package, inclusive of Product Protection confirmation of cover under the Product Care Service Programme. 

2. Do I need to pay for the complimentary product protection?
No. The product protection costs are totally free as complimentary benefits in Product Care Service Programme. 

3. What does Wear and Tear coverage mean?

Eligible items would have additional Wear and Tear coverage whereby your items would be covered against damage:

• caused by shrinkage, wear, or other causes that occur gradually, for instance, temperature, fungus, pest on the object of coverage;
• as a direct or indirect result of the wear and tear of the item, or rust, or mildew, deterioration, decolourisation or a similar condition due to the nature of the insured property itself;
• caused by rodents (guinea pigs, hamsters, rats) or insects.

This is limited to new items only, and the period of coverage is 90 days from the service inception date.

Eligible items for extended Wear & Tear coverage are as follows:

• Baby – Clothing, Gear, Safety, and related
• Home Living (Furniture) – Sofas, Wardrobes, Desks & Tables, and related
• Travel & Luggage – Luggage
• Mobile & Gadgets – Accessories

4. How long is the Product Care Service Programme coverage? 

6 months from the date of the order completion on Shopee, whereby the policy would automatically be activated.

5. Do I need to lodge a police report to make a product protection service request?
Police report is required for theft requests only. Actual, forcible, and/or violent entry into or exit from the premises must be verified by an attending police officer. 

6. How would I receive my service request payout?

Upon claim approval, you can choose to receive your service requests payout via ShopeePay wallet or Bank Transfer. The limit of request payout is up to the actual loss amount less a 10% deductible, and is also subject to the insured sum cap. Note that in order to receive your request payout via ShopeePay wallet, the total of your ShopeePay wallet balance and request payout amount must not be more than RM2,999.

7. Can I make a service request if my item is damaged during delivery for product protection?
No. Such requests are invalid as insurance protection coverage only starts from the date of confirmation of delivery of the item on the Shopee platform. If the item is damaged during delivery, please liaise with Shopee’s Customer Service or the seller immediately to initiate the refund process. 

8. Can I cancel the Product Care Service Programme and get a refund?

Product Care Service Programme can be cancelled within 30 days after the delivery of the item (i.e., completion of the order as shown on the Shopee platform). For more information, please refer to the Terms & Conditions. 

9. How do I submit a service request for Product Care Service Programme?

Step 1: Go to the Service Program Details page, select ‘Service Request’ to start a service request. 
Step 2: Report and submit your request immediately after the incident occurs.
Step 3: Make sure to complete the initial submission with all required basic details.
Step 4: Review information and submit service request. 

Note:

All service requests will be reviewed and assessed by the Service Provider. If additional documents are required, you will be notified. Please upload them within the stated period to avoid any delays. 

Service Request Handling Service Levels