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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 claim up to 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, GooglePlay store or Huawei app store
2. Register / login to the app with your mobile number and OTP

3. Enter 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 for a claim?

Yes, claims 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 fourteen (14) 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 claim for Cracked Screen Protection?

Step 1: Launch the Igloo application that you’ve used for activation or download again the Igloo application on Google Play Store or Apple App Store.

- Igloo Malaysia by Igloo on Google Play Store

- Igloo by Axinan (Malaysia) on Apple App Store

Step 2: Alternatively, visit https://igloocare-my.iglooinsure.com/login.

Step 3: Log in with your registered mobile number and key in the One-Time Password (OTP).

Step 4: Select the policy and benefits you wish to claim.

Step 5: Input the required details in the claim e-form and provide a photo of the cracked front screen of the mobile phone.

Step 6: Select preferred repair location - province and city.

Step 7: Review information and submit claim request.

Step 8: Igloo repair shop(s) or service centre(s) nearest to preferred location will be suggested.

Step 9: Send the damaged mobile phone to one of the listed repair shop(s) or service centre(s) for repair.

Step 10 :For Igloo repair shops - Please note that you will not be required to pay for repairs within the maximum amount covered under the Cracked Screen Protection Service. You will only need to pay deductible and excess amounts (if applicable).

Step 11: 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.

Claims Handling Service Levels