| Q. |
Do I need to present the hardware receipt/proof of purchase when I make my claim? |
| A. |
Yes, in fact we do recommend that you keep your hardware receipt/proof of purchase alongside with your 1Care Membership Card as it is required when making your claim at our service contract. |
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| Q. |
Is there any excess fees or additional charges when I do my claim? |
| A. |
No, there is no charges or fees required when you make any claims under 1Care at 1Care Service Centre or 1Care Collection Centre. However, if your claim is not covered by 1Care 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 or replacement. |
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| Q. |
Can I send the damaged Product to my own repair centre to have the repair done and claim the fees from 1Care? |
| 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 1Care for repair or replacement. |
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| Q. |
What kinds of parts or components does 1Care use for repair? |
| A. |
1Care 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 1Care-Authorized technicians. |
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| Q. |
How can I track my claim? |
| A. |
You may contact our customer service via Toll-Free, e-mail to our customer service to check on your claim status. |
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| Q. |
How long does the claim process take? |
| A. |
1Care 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 1Care 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. |
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| 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. |
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| 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 1Care is within the total value of your insured Product. |
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| Q. |
Assuming I have made a claim under the All Risks Protection during the 1st year, is my Service Contract coverage still valid in the 2nd and 3rd year? |
| A. |
Yes, your 1Care Service Contract coverage is still valid even if you have made claims under All Risks Protection during the 1st year. |
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| Q. |
Can I upgrade my insured Product during the period of coverage and still be covered under 1Care? |
| A. |
Yes, but 1Care will only cover the original manufacturer’s specifications at the time of purchase. Any upgraded components will not be covered. |
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| Q. |
Does 1Care provide coverage to the software and data installed in my insured Product? |
| A. |
No. |
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| Q. |
How can I contact 1Care Service Centre? |
| A. |
You may contact us via Toll-Free at 1-300-80-1CARE (1227) or e-mail us at customerservice@1care-online.com. |
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