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1. What is Cracked Screen Protection?
Cracked Screen Protection provides protection for the front screen of new and used mobile phones for 12 months.

2. How much is the price of the Cracked Screen Protection Service for my mobile phone?
The price of the Cracked Screen Protection Service is RM32.40 for twelve (12) months coverage up to a maximum service value of RM1,000.00 per purchase of the Cracked Screen Protection Service. 

3. What does this protection cover?
This service covers one request up to the sum assured for cracked screen damage to the front screen of the mobile phone.

4. What does this protection not cover?
Please refer to “General Exclusions” in Terms & Conditions for more information.

5. How to activate cracked screen protection?

1. Download and install the Igloo app from Apple App Store, Google Play Store, or Huawei App Store
2. Register / login to the app with your mobile number and OTP

3. Enter the redemption code and proceed with activation

4. Enter your personal contact details and device's IMEI number

Note:
Dial *#06# to retrieve your device's IMEI number 

5. Verify the condition of your device with any of the following 2 methods

  Method 1: Take a photo of your device with a mirror

Method 2: Take a photo of your device with a second device  

6. Submit Activation

6. Is there a time limit for filing a service request?

Yes, service requests need to be submitted no later than seven (7) working days from the date of the incident causing accidental cracked screen damage to the front screen of the mobile phone

7. Can I cancel the Cracked Screen Protection and get a refund?
The Cracked Screen Protection Service has a window period of thirty (30) days from the confirmation date of receipt of accompanying goods from Shopee platform. The Cracked Screen Protection Service cannot be cancelled after this period.

8. How do I submit a service request for Cracked Screen Protection?

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: Input the required details and provide a photo of the cracked front screen of the mobile phone. 

Step 4: Select preferred repair location - province and city. 

Step 5: Make sure to complete the initial submission with all required basic details. 

Step 6: Review information and submit service request. 

Step 7: Igloo repair shop(s) or service centre(s) nearest to the preferred location will be suggested. 

Step 8: Send the damaged mobile phone to one of the listed repair shop(s) or service centre(s) for repair. 

Step 9: For Igloo repair shops - Please note that you will not be required to pay for repairs beyond the maximum amount covered under the Cracked Screen Protection Service. You will only need to pay the deductible and excess amounts (if applicable).

Step 10: For service centres or other repair shops - Please note that when sending the damaged mobile phone to the service centre, you will be required to pay for repair costs first and claim reimbursement for it. After completion of the repair, please submit repair information on the same site and provide repair details (i.e., photos of the repaired mobile phone with the IMEI number and the repair receipt and repair amount) and bank account details to get reimbursed within seven (7) to ten (10) days.

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