Q : What is UCare? A : UCare is an integrated service and support plan endorsed by ZipOne Sdn Bhd and underwritten by Multi-Purpose Insurance and extends the coverage to your new IT Product.
UCare All Risks Protection provides coverage of your insured Product in the event of fire, lightning, flood, burglary/theft via forcible entry, armed robbery or accidental damage by giving repair or replacement during the 1st year from the date of purchase of your new IT Product.
UCare Extended Warranty automatically extends the original manufacturer's warranty to the 2nd and 3rd year from the date of purchase of your new IT Product.
Q : Can I purchase UCare after purchasing my product? A : Yes, you can purchase UCare at anytime within 30 days from your new IT Product purchase date.
Q : What products are eligible for the UCare Extended Warranty and All Risks Protection? A : Any new branded Desktop PC, Notebook PC and Projector that is purchased from authorized sales channels.
Q : Can I purchase UCare if I am a foreigner? A : Yes, you can purchase UCare and enjoy the same protection benefits but claims must be made in Malaysia
only.
Q : Is UCare transferable? A : Yes, if you choose to sell or give away your insured Product, you can also transfer the ownership of UCare. Kindly update the information with our UCare Service Centre via Toll-Free or e-mail.
Q : What does UCare Extended Warranty cover? A : UCare Extended Warranty covers the repair and replacement of original parts and components in the event your insured Product fails to operate as a result of Mechanical or Electrical breakdown and to the extent provided by the original manufacturer’s warranty. The Product breakdown or damage must not be the result of negligence, carelessness or intentional. For more details, kindly refers to UCare Terms and Conditions.
Q : What does All Risks Protection cover? A : UCare All Risks Protection covers your insured Product against fire, lighting, flood, burglary/theft via forcible entry, armed robbery and accidental damage. The loss or damage must not be the result of negligence, carelessness or intentional. For more details, kindly refers to UCare Terms and Conditions.
Q : When does my coverage begin and expire? A : UCare Extended Warranty begins on the 2nd year and expires at the end of the 3rd year from the date of purchase of your insured Product.
UCare All Risks Protection begins from the date of purchase of your insured Product and expires at the end of 1st year.
Q : Can I extend my UCare coverage period? A : No, UCare membership is not extendable or renewable.
Q : Do I need to activate my UCare Membership? A : Yes, you MUST register your UCare membership within 30 days from the purchase date of your new IT Product to activate the UCare coverage.
Q : How do I activate my UCare Membership? A : You can activate your UCare Membership by:
Activation via online Step 1: Visit www.ucare.com.my Step 2: Click “Activation”, follow the procedure provided & attached the scanned copy of your proof of purchase of your IT Product and UCare package. Step 3: You will receive a confirmation e-mail with the details of your UCare Membership. You are advised to save or print a copy for your own record.
Activation via fax Step 1: Complete your application form. Step 2: Fax your application form to 1-800-888-FAX (329) along with the scanned copy of your proof of purchase of your IT Product and UCare package. Step 3: You will receive a confirmation e-mail with the details of your UCare Membership. You are advised to save or print a copy for your own record.
Q : What is my UCare Membership Number? A : Your UCare Membership Number is a unique number assigned to your UCare Membership. It will help us
identify your membership details and information of your insured Product. It is also important that you state
your Membership Number on the UCare Application Form during the Activation process.
Q : Where can I find my UCare Membership Number? A : Your UCare Membership Number can be found on the front of your UCare Membership Card that comes
along with your UCare Kit, which you will receive from your dealer upon purchase of UCare.
Q : I tried to activate my membership via online, but it didn't work. What happened? A : This shouldn't happen, but if it does, please contact our customer service via Toll-Free or e-mail.
Q : How do I know whether my membership activation is successful? A : You will receive a confirmation e-mail within 3 working days upon submission of your activation via online or
fax. You are advised to save or print a copy for your own record. In the event that you do not receive the
confirmation e-mail, kindly contact our customer service via Toll-Free or e-mail.
Q : Is my UCare coverage in effect if I didn’t or forgot to activate my membership? A : No, your UCare membership and coverage will not be valid without a successful Activation. Therefore, it is
very important that you activate your membership within 30 days of the purchase of your Product.
Q : What happens if my UCare Membership Card is lost? A : You must replace your UCare Membership Card by presenting your activation confirmation e-mail and an
administration fee of RM 10.00.
Q : Should I inform UCare if I change my contact information? A : Yes, kindly inform our customer service via Toll-Free or e-mail if you have changed your mobile phone no.
and/or e-mail. This is useful for information update between Members & UCare.
Q : How and where do I file a claim? A : You will need to contact the UCare Service Centre or your nearest UCare Collection Centre. For more
information, kindly refer to the “Procedure For Claims”.
Q : What are the documents that I need to provide to UCare when filing a claim? A : Kindly refer to the table below:
Perils
Membership Card
Copy of Member's IC/Passport
Claim Form
Police Report
Photos of Damaged item
Photos of the Affected scene
For Extended Warranty Claim
Mechanical or Electrical breakdown
For All Risks Protection Claim
Fire
Lightning
Flood
Burglary
Armed Robbery
Accidental Damage
Q : Is there any excess fees or additional charges when I do my claim? A : No, there are no charges or fees required when you make any claims under UCare at UCare Service Centre
or UCare Collection Centre. However, if your claim is not covered by UCare or has exceeded the total value of your insured Product, you will be notified of the costs incurred for the repair and/or replacement and we will seek your approval before commencing the repair and/or replacement.
Q : Can I send the damaged Product to my own repair centre to have the repair done and claim the fees
from UCare? A : No, please do not make your own repair or replacement and we do not provide cash settlement. You must
pass your insured Product to UCare for repair or replacement.
Q : What kinds of parts or components does UCare use for repair? A : UCare uses original manufacturer's parts for repair service. The original manufacturer's parts may include
new, used or refurbished parts. All repairs are performed by UCare-Authorized technicians.
Q : How can I track my claim? A : You may contact our customer service via Toll-Free or e-mail to check your claim status.
Q : How long does the claim process take? A : UCare is committed to process all claims within 30 days once the adjuster’s report (for All Risks Protection) and all other relevant documents are submitted to the UCare Service Centre. It is therefore important for you to ensure that all your documents are furnished to us without any delay in order for us to expedite your claim.
Q : Do I need to surrender my standard accessories that come together with the initial purchase of my
insured Product? A : Under claims for repair, you do not need to bring your battery, power supply adapter and cables. However, for replacement claims, you will need to surrender all the standard accessories including battery, power supply adapter and cables that come with your initial Product purchase.
Q : Am I allowed to make more than one claim? A : Yes, you can make more than one claim throughout the coverage period as long as the total repair or
replacement costs incurred at UCare is within the total value of your insured Product.
Q : Assuming I have made a claim under the All Risks Protection during the 1st year, is my Extended
Warranty coverage still valid in the 2nd and 3rd year? A : Yes, your UCare Extended Warranty coverage is still valid even if you have made claims under All Risks
Protection during the 1st year.
Q : Can I upgrade my insured Product during the period of coverage and still be covered under UCare? A : Yes, but UCare will only cover the original manufacturer’s specifications at the time of purchase. Any
upgraded components will not be covered.
Q : Does UCare provide coverage to the software and data installed in my insured Product? A : No.
Q : How can I contact UCare Service Centre? A : You may contact us via Toll-Free at 1-300-80-CARE (2273) or e-mail us at
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