PRODUCT BENEFITS & PREMIUM (11)
What is WalletSafe?
WalletSafe is an affordable 6-months plan that provides compensation for loss of stored value from Touch ‘n Go eWallet and death caused by accidental means and Covid-19. This product is underwritten by AIA General Berhad and can only be purchased through Touch ‘n Go eWallet.
What does WalletSafe protect?
The WalletSafe is an insurance offering you the following coverage and benefits:
- If any stored value in your Touch ‘n Go eWallet & GO+ account (wholly or partially) is transacted without your authorization or consent, AIA will compensate the loss amount to you, up to RM 25,000.
- If you sustain accidental bodily injury caused by accident which results in death within 365 days after the accident, AIA will pay your Nominee or the Estate up to RM 25,000.
- If you are diagnosed in Malaysia as a person with laboratory confirmation of infection with Covid-19, which shall within 365 days of diagnosis result in death, AIA will pay your Nominee or the Estate up to RM 25,000.
You may claim death for either Accident or Covid-19 but not both.
How much do I need to pay for WalletSafe?
You will only need to pay a premium of RM 1.00, including applicable government tax. It is a one-off premium fora coverage period of 6 months.
My Touch ‘n Go eWallet account is already covered by Touch ‘n Go eWallet Money-back Guarantee (MBG), what is the difference between MBG and WalletSafe? Can I own both MBG and WalletSafe at the same time?
Touch ‘n Go eWallet Money-back Guarantee only provides compensation for unauthorized transaction of up to RM 5,000, whereas this WalletSafe will cover you up to RM 25,000. In addition, it also covers death in the event of any accident or Covid-19. You may still purchase this WalletSafe underwritten by AIA General Berhad for added protection up to RM 25,000, on top of your MBG coverage.
What do you mean by up to RM 25,000 coverage for unauthorized transaction in my Touch ‘n Go eWallet account?
If your stored value in your Touch ‘n Go eWallet account is lost wholly or partially without your authorization or consent, the amount paid by AIA will be capped at RM 25,000.
Two different scenarios illustrated as below:
- For example, if you lose RM 7,500 due to unauthorized transaction via your Touch ‘n Go eWallet account, AIA will pay you RM 7,500.
- For example, if you lose RM30,000 due to multiple unauthorized transaction via your Touch ‘n Go eWallet account, AIA will pay you RM25,000 capped.
Does WalletSafe cover unauthorized transactions in my GO+ account?
WalletSafe does cover unauthorized transaction made from your GO+ account but it does not cover over your capital investment in GO+ under “Principal e-Cash Fund”.
What do you mean by 10X coverage for Accidental and Covid-19 death coverage?
If you suffer death as a result of accident or Covid-19, AIA will pay you 10 times of your Touch ‘n Go eWallet account balance (eWallet & GO+ balance in total) as at 1st of the month where the incident happened, with a maximum payout of RM 25,000.
Two different scenarios illustrated as below:
- Certificate effective on 20 October 2021, TNG account balance is RM 500. Covid-19 death happens on 5 December, TNG account balance as at 1 December is RM 1,200. Therefore, the amount paid by AIA will be RM 12,000 [max of (RM 1,200 x 10 times) and RM25,000].
- Certificate effective on 20 October 2021, TNG account balance is RM 2,000. Accidental death happens on 30 October, TNG account balance as at 1 October is RM 2,700. Therefore, the amount paid by AIA will be RM 25,000 [max of (RM2,700 x 10 times) and RM25,000].
Is there any waiting period before I am eligible for the benefits?
For Accidental Death and Unauthorized Transaction, there is no waiting period. There will be a waiting period of the first seven (7) days from the effective date before the insured person is eligible for Covid-19 death benefit.
There is an exclusion on “Pre-Existing Condition” in the Product Disclosure Sheet. What does this mean?
It means an illness or condition (such as Covid-19) that occurred before the effective date of coverage. For Covid-19, it includes pending Covid-19 test results when the coverage begins.
Does this policy cover worldwide?
This policy covers only in Malaysia.
Does the Death benefit cover me even after my certificate has ended?
If the accident causing bodily injury (for Accidental Death Benefit) or laboratory confirmation of infection with Covid-19 (for Covid-19 Death Benefit), occurs within the coverage period, and shall result in death within 365 days from the date of the accident or laboratory confirmation of infection as applicable, AIA will pay the death benefit.
POLICY PURCHASE & ELIGIBILITY (10)
Who can be covered by WalletSafe?
All verified Touch ‘n Go eWallet users are eligible to apply WalletSafe, provided that you are:
- Aged between 18 and 70 years old; and
- Malaysian, permanent resident of Malaysia, work permit holder, pass holder or otherwise legally employed or legally residing in Malaysia.
I have purchased Allianz eWallet Shield previously and my policy is still active, which will be expiring in 2 months. Can I still purchase this WalletSafe by AIA?
Yes, you can buy this WalletSafe underwritten by AIA General Berhad to top-up your existing coverage. This plan covers up to RM25,000 for unauthorized transactions, and it does not limit to loss/theft of the device. In addition, this plan also gives you extra protection against death due to accident or Covid-19.
Do I need to have a Touch ‘n Go eWallet account to purchase WalletSafe?
Yes, you will need to register a Touch ‘n Go eWallet account and get verified before you can purchase WalletSafe.
How do I verify my Touch ‘n Go eWallet account?
You can verify your Touch ‘n Go eWallet account by clicking on ‘Account Verification’ in the profile page of the application. For further information, please visit our website at https://support.tngdigital.com.my/hc/en-my/articles/4402393470617-How-do-I-verify-my-account- .
What will I receive after I purchase WalletSafe in Touch ‘n Go eWallet?
You will receive your e-certificate via e-mail and WhatsApp within the same day. If you do not receive, you may contact our AIA Online Customer Service via WhatsApp at 019 629 9660 or e-mail email@example.com during the operating hours (8:30 a.m. – 5:30 p.m., Mon to Fri excluding public holidays).
When is the effective date assuming I purchase WalletSafe on Touch ‘n Go eWallet today?
Once you have completed your payment in Touch ‘n Go eWallet and AIA receives your application, your certificate of insurance will be effective immediately. You will receive both e-mail and WhatsApp confirmation with your certificate number, effective date and expiry date of the certificate. Your e-certificate will be attached in the same e-mail.
If you’re not within the eligibility criteria for WalletSafe, you will receive an e-mail from us about the application rejection and premium will be refunded to you by Touch ‘n Go eWallet.
Can I purchase WalletSafe for another person?
No, each Touch ‘n Go eWallet account is only allowed to purchase 1 quantity.
Can I insure more than one WalletSafe policy?
No, each person is only eligible to be covered under one (1) in-force and active policy at any point of time. In the event the insured person is covered by multiple policies, the insurer will only pay one claim.
Can the certificate be renewed at the end of the coverage period?
This is a non-renewable insurance. However, you may buy the insurance again when your existing coverage expires.
The insurance covers persons up to the age of 70 years. What happens if the person attains age of 71 during the coverage period? Does the coverage terminate immediately?
No, the coverage will remain in force until expiry of the policy. However, this person will not be eligible to buy the insurance again after the current certificate expires.
POLICY SERVICING & CLAIMS (12)
Can I cancel my certificate?
Yes, you may cancel your certificate at any time by contacting AIA Online Customer Service via WhatsApp at 019 629 9660 or e-mail firstname.lastname@example.org. However, there shall be no refund of premium by AIA or Touch ‘n Go eWallet.
What do I need to do if there are changes to my personal details?
It is important that you inform us of any change in your contact details. You may request to update your personal details by contacting our dedicated AIA Online Customer Service via WhatsApp at 019 629 9660 or e-mail email@example.com during the operating hours (8:30 a.m. – 5:30 p.m., Mon to Fri excluding public holidays).
Can I nominate a beneficiary?
As per Government regulations all persons should be given the option to nominate beneficiary upon purchasing an insurance policy. With a beneficiary nominated upfront, it will ease the claims process and approval for accidental or Covid-19 death claim. You can nominate anyone, but the nominee has to be a person. You cannot put an organization as a nominee.
Currently I have personal health insurance that has extended coverage for Covid-19. Can I claim from both WalletSafe and another policy?
Yes, you can.
Currently my credit/debit cards are covered under the bank for unauthorized transactions. Can I claim from both WalletSafe and other channels/platforms (e.g. the bank)?
No, you are not allowed to claim from both parties for the same incident. If you have filed a chargeback or claimed from the bank, your credit/debit card issuer or other platforms/channels, AIA will not compensate you. However, your certificate will still remain as active with AIA. Please refer to the full list of exclusions in your e-certificate.
How do I perform a claim for WalletSafe?
You need to complete the claim submission form and provide required supporting claim documents. You can obtain the link from the e-mail where you received your e-certificate upon insurance coverage or you can visit this link https://support.tngdigital.com.my/hc/en-my/requests/new?ticket_form_id=360002719433
Payments will be made by AIA or Touch ‘n Go eWallet directly. Payment for unauthorized transaction benefit will be paid to the Insured Person. Payment for death benefit will be made to the Nominee or the Estate.
If you need any assistance on claims, you may contact Touch ‘n Go eWallet or AIA:
- Touch ‘n Go eWallet Customer Service via +603-5022 3888 or email tngd.my/careline-webform , or
- AIA Online Customer Service via WhatsApp at 019 629 9660 or e-mail firstname.lastname@example.org during the operating hours (8:30 a.m. – 5:30 p.m., Mon to Fri excluding public holidays).
What are the documents required to support an unauthorized transaction claim?
You will need to provide screenshots of your mobile setting, bank statement of unauthorized transaction, highlight unauthorized transaction based on transaction history etc. to ease the claim assessment.
What are the documents required to support a death claim?
- For Accidental Death, the claim shall include police report, hospital certificate, post-mortem report, death certificate and copy of the Identity Card.
- For death due to Covid-19, the claim shall include Covid-19 specific tests, death certificate and copy of Identity Card.
- Proof of identity of the person making the claim (claimant) and proof of relationship between the insured and the claimant must also be submitted.
How long can I wait before making a claim?
- For unauthorized transaction, claims must be made within 60 days from the unauthorized transaction date.
- For Covid-19, claims must be made within 30 days, whereas immediate notice of claim must be given for Accidental Death.
For Covid-19 benefit, can I submit a laboratory confirmation or medical report from another country for a claim?
No. This insurance coverage is only effective for Malaysia. Any accident, laboratory confirmation of
Covid-19, medical reports, or death must occur within Malaysia.
Why am I refunded after a successful purchase?
You got refunded for your WalletSafe purchase even when it is successful because you do not meet our underwriting requirements.
Where can I get further information?
For Product Information:
Please visit our product landing page <here:link>for more information or you can find more information from WalletSafe Product Disclosure Sheet here.
For General Enquiries:
Should you require additional information, please contact our dedicated AIA Online Customer
Service via WhatsApp at 019 629 9660 or e-mail email@example.com during the operating hours (8:30 a.m. – 5:30 p.m., Mon to Fri excluding public holidays).