for Postpaid Subscribers
Your phone is an integral part of your daily life. Make sure you protect your investment by getting the most
comprehensive mobile Protection service. With Globe Gadget Care, we got you covered--from accidental damage to losses
due to theft--so why worry?
ENJOY COMPLETE MOBILE PROTECTION
ACCIDENTAL DAMAGE
THEFT OR ROBBERY
Your dream phone slipped from your hand and fell hard on the floor. Shattered dreams?
No way! With Gadget Care, we keep that dream alive!
You got snatched? Or worse, you got held up and your device was taken from you.
Gadget Care got you covered!
POSTPAID BILL PROTECT
If unfortunate life events happen and paying your Globe Postpaid Bill has become a burden,
Gadget Care will help you out.
UNIT REPLACEMENT
Gadget Care will replace your unit depending on your claim. Plus, it will be delivered to your
Doorstep – FREE of charge Nationwide.
WORLDWIDE COVERAGE
Gadget Care protection applies whether you are in the Philippines or travelling temporarily
Abroad.
CHOOSE THE RIGHT MOBILE DEVICE FOR YOU
A. New Gadgets from Globe
PROCESS YOUR CLAIM in
3 EASY STEPS!
B. Existing Gadgets
STEP 1: REPORT
P 89
P 179
P 199
P 299
GADGET CARE
BAND 1 DEVICE**
GADGET CARE
BAND 2 DEVICE**
FEATURE PHONE*
SMARTPHONE*
Call Globe Gadget Care
Hotline immediately to report
the incident (or within seven
(7) days of discovery)
Comes with:
P 299
P 399
GADGET CARE
BAND 4 DEVICE**
GADGET CARE
BAND 3 DEVICE**
Comes with:
ACCIDENTAL DAMAGE
STEP 2: COMPLETE
WORLDWIDE
COVERAGE
required claim documents
and pay any outstanding
Globe bill balance and excess/
participation fee
UNIT REPLACEMENT
ACCIDENTAL DAMAGE
THEFT OR ROBBERY
Existing gadgets will be subject to device
verification and type approval
POSTPAID BILL
PROTECT
STEP 3: SUBMIT
claim documents and proof of
payments via Gadget Care
email or fax to start claims
approval
UNIT REPLACEMENT
WORLDWIDE
COVERAGE
Device Band
Classification
Sample Device List
**Band 1
Samsung S Duos 2, Cloudfone Boulder (Temptation), Nokia 300 (Asha)
**Band 2
iPhone 4S 16GB, BlackBerry Curve 9360, HTC Wildfire
**Band 3
Samsung Galaxy Note II LTE, iPhone 4 16GB, Blackberry Bold 9700
**Band 4
iPhone 5S 16GB, Samsung Galaxy S5, HTC One Max
*Feature Phone
Non-Android, Legacy Phones, Low-end Smartphones
*Smartphone
Android, iPhones, Blackberry
Gadget Care Monthly
Premium
P89
P179
P299
P399
P199
P299
Excess Fee / Participation
Fee (upon claims
fulfillment)
P1,500
P3,000
P5,000
P7,500
P2,500
P8,500
VISIT US AT:
www.acegroup.com
Globe Gadget Care Customer Hotline Numbers
•
(02) 756-5400
•
Domestic Toll Free 1-800-8-7565400
(open from 8:30am to 5:30pm Monday to Friday)
for Postpaid Subscribers
HOW TO MAKE A CLAIM UNDER THE GADGET CARE PROGRAM
STEP 1: REPORT the incident immediately or within seven (7) days of discovery
• Globe Gadget Care Hotline: (632) 7565400
• Domestic Toll-Free Number: 1-800-8-7565400
• Email Address: globeconsumerclaims.ph@acegroup.com
STEP 2: DOWNLOAD Gadget Care Claim form and fill it out completely
• Claim Forms can be downloaded at www.globe.com.ph/gadgetcare
or www.acegroup.com
STEP 3: COMPLETE required documents, depending on the type of claim and SUBMIT documents via
Gadget Care email or fax to start Claims approval.
Claims Documentary Requirements
Accidental Damage Benefit
1.
2.
Duly completed Claim Form
Any document or proof of payment of monthly premium covering claim period
Theft Benefit
1.
2.
Duly completed Claim Form
Original copy of any of Police Report/Official Barangay Report/Official Local Security
Report
Notarized Affidavit of Ownership and Loss with Undertaking
Any document or proof of payment of monthly premium covering claim period
3.
4.
Accidental Death Benefit
1.
2.
3.
4.
5.
6.
Duly completed Claim Form
Birth and Death Certificates of the Insured
Original Copy of Police Report
Affidavit of Witnesses
Autopsy Report
Proof of Relationship to Beneficiary/ies (such as Marriage Certificate, Baptismal and
Passport)
Accidental Temporary Disability Benefit
1.
2.
Duly completed Claim Form
Attending Physician’s Report, specifying the number of days/months that the Insured
is not allowed to or capable of returning to work and/or attending to his daily duties
Original copy of Police Report or Barangay Report or Affidavit of Witnesses
Latest Globe Statement indicating the monthly plan subscription amount
3.
4.
Globe Gadget Care Email Address: globeconsumerclaims.ph@acegroup.com
Claims fax number: (632) 325-1669
STEP 4: PAY any outstanding Globe bill account balance and the corresponding excess/participation fee depending
on the Gadget Care plan, once Claim is approved. SUBMIT proof of payment via email or fax.
Device Band Classification
Band 1
Band 2
Band 3
Band 4
Feature Phone
Smartphone
Gadget Care Monthly
Premium Fee
P89
P179
P299
P399
P199
P299
Participation Fee (upon
claims fulfillment)
P1,500
P3,000
P5,000
P7,500
P2,500
P8,500
for Postpaid Subscribers
ACE CLAIM GUIDELINE
Excess/Participation fee payments must be deposited in any of the 700 BDO banks.
Claims Servicing Turn-Around-Time (TAT)
Within 24 hours or the next
Acknowledgment of Notice of Claim: business day from receipt of
notice of claim
Request via post or email to be sent
to Insured for Additional
Requirements:
Within three (3) to five (5)
working days from receipt of
claims documents
Within ten (10) working days
Assessment and Processing of Claims: from receipt of complete claims
documents
for Postpaid Subscribers
TERMS AND CONDITIONS SPECIFIC TO THE GLOBE GADGET CARE INSURANCE PROGRAM
TERMS AND CONDITIONS SPECIFIC TO THE GLOBE GADGET CARE FOR POSTPAID SUBSCRIBERS INSURANCE PROGRAM
I.
II.
III.
A.
B.
C.
D.
E.
F.
G.
H.
These Terms and Conditions specific to the Globe Gadget Care for Postpaid Subscribers Insurance Program (“Terms and Conditions”)
supplement the provisions of the Subscription Agreement (“SA”) and the terms and conditions applicable to the Globe Postpaid Plan.
In the event of conflict or inconsistency between the provisions of the SA, the terms and conditions applicable to the Globe Postpaid Plan
and these Terms and Conditions, the provisions of these Terms and Conditions shall prevail subject to the terms and conditions of the
group mobile phone insurance policy mentioned in clause A below. All other terms and conditions of the SA and terms and conditions
applicable to the Globe Postpaid Plan not otherwise inconsistent with these Terms and Conditions shall remain binding and effective.
The following terms and conditions apply to the Globe Gadget Care for Postpaid Subscribers Insurance Program:
The Globe Gadget Care for Postpaid Subscribers Insurance Program (“Program”), a group mobile phone insurance policy issued to Globe
Telecom, Inc. (“Globe”) underwritten by Insurance Company of North America (“ACE Insurance”), shall be available to the Subscribers of
any Globe Postpaid Plan and Globe Platinum Plan.
A Subscriber enrolling under the Program shall be bound by the provisions of the Globe Gadget Care for Postpaid Subscribers Insurance
Program.
Enrollment to the Program entails enrollment to either [i] Accidental Damage and Theft Benefits with Free Bill Protect Rider Plan
(“Comprehensive Insurance Plan”) for each new gadget issued by Globe under a newly activated Globe Postpaid Plan, or [ii] Stand Alone
Accidental Damage Plan for Globe-approved gadget. Provided that a Subscriber who is more than seventy (70) years old shall not be
eligible to avail of the Free Bill Protect Rider included in the Comprehensive Insurance Plan.
Enrollment to the Program is gadget specific and is not transferrable to another Subscriber.
Once enrolled in a particular insurance plan, the Subscriber shall not be allowed to shift to the other plan. In addition, in the event of an
opt out or termination from the Comprehensive Insurance Plan in accordance with clause F below, the Subscriber shall only be allowed to
re-enroll under the Stand Alone Accidental Damage plan where the Subscriber deems it necessary to re-enroll in the Program subject to
approval by Globe.
Upon enrollment to the Program, the Subscriber shall pay the insurance premium due to the insurance plan availed of by the Subscriber on
a monthly basis. Each insurance plan under the Program has a term of thirty (30) days, subject to auto-renewal unless the Subscriber opts
out through SMS by sending the following “GADGETCARE OFF” to 8888.
The insurance premium will be charged to the Subscriber’s monthly postpaid. The Subscriber will be billed the insurance premium for the
relevant insurance plan upon enrollment thereon. The insurance premium will not be pro-rated even if Subscriber opts out or terminates
the insurance plan prior to the expiration of the 30-day period, and no refund shall be given to the Subscriber in the event of opt out or
termination.
The Subscriber acknowledges and agrees that it is ACE Insurance that will facilitate and fulfill all inquiries relating to his/her relevant
insurance plan, claims and gadget replacement requirements. Subject to the provisions and requirements of the group mobile phone
insurance policy mentioned in clause A above, the following must be adhered to by the Subscriber in the event of claims:
i.
ii.
iii.
iv.
I.
J.
The Subscriber agrees that the replacement gadget to be provided under the Program will be locked-in to the Globe network.
The Subscriber’s participation/excess fee and any outstanding Globe account balance shall be settled before any replacement
gadget is provided to the Subscriber.
Specific to the Stand Alone Accidental Damage Plan, the Subscriber’s right to avail of the benefits thereon shall accrue only thirty
(30) days following the enrollment by the Subscriber in the Program.
Specific to the Bill Protect Rider included in the Comprehensive Insurance Plan, the Subscriber acknowledges and understands
the benefit amount shall be used in the settlement of any outstanding balance on the relevant Globe Postpaid Plan up to the
maximum benefit and the excess benefit, if any, shall be paid to the Subscriber.
Globe may recommend to ACE Insurance the termination of the insurance plan obtained under this Program in the event of fraud on the
part of the Subscriber.
Further information on the Globe Gadget Care for Postpaid Subscribers Insurance Program is available at Globe website
www.globe.com.ph/gadgetcare or ACE Insurance website www.acegroup.com.
for Postpaid Subscribers
FREQUENTLY ASKED QUESTIONS
OFFERS OF GLOBE GADGET CARE for POSTPAID SUBSCRIBERS
Q: What are the different protection coverage being offered by Globe Gadget Care for Postpaid Subscribers?
• Program 1: Comprehensive Protection coverage for new and re-contracting subscribers availing of a new device under My Super
Plan (Load-Tipid Plans not included)
Coverages:
1. Accidental Damage
2. Theft or Robbery
3. (Bonus) Bill Protect Rider Plan
Price: Monthly Premium Fee will depend on the type of device that the user avails under mySuper Plan.
(For full list, refer to the most current Price Bulletin for the assigned Device Value band per device
Monthly Premium
Fee
89
179
299
399
•
Device Value
Band
Band 1
Band 2
Band 3
Band 4
Sample Device list
Samsung S Duos 2, Cloudfone Boulder (Temptation), Nokia 300 (Asha)
iPhone 4S 16GB, BlackBerry Curve 9360, HTC Wildfire
Samsung Galaxy Note II LTE, iPhone 4 16GB, Blackberry Bold 9700
iPhone 5S 16GB, Samsung Galaxy S5, HTC One Max
Program 2: Voluntary Protection coverage for Postpaid Subscribers with existing gadgets under a Postpaid plan (Load-Tipid Plans
not included)
Coverage: Accidental Damage only
Price: Monthly Premium Fee will depend on the classification of device that the user will register for the service.
(For complete list, refer to the most current Price Bulletin for the Approved handset list for Device Classification
Monthly Premium Fee
199
299
Device Classification
Feature phone
Smartphone
Definition
Non-Android, Legacy, Low-end Smartphones
Android, iPhones, Blackberry
Q: Why should I get a protection service for my mobile device?
• Nowadays, your phone/device is an essential part of our everyday lives. It will be beneficial to you to protect this from any possible
risk of accidental damage and theft.
• Globe Gadget Care offers you hassle-free device replacement in case of accidental damage or theft claim at affordable monthly
premium rates.
Q: My phone already has a warranty, why do I need to register to this program?
• Globe Gadget Care will provide additional device protection outside of the standard warranty that comes with your device.
Basically device warranty only covers mechanical failure due to ‘manufacturer’s defect’.
• Globe Gadget Care will protect your mobile device for non-traditional risks associated with unforeseen human events such as
accidental damage and loss due to theft.
Q: What kind of damage to my phone is covered by Gadget Care?
• Any accidental damage that will render your device to not function properly or to be unusable is covered such as, but not limited to
water damage, cracked screen and damaged key pads.
Q: Will I be covered if my phone got stolen?
• Theft is part of the Comprehensive Protection Coverage. Gadget Care covers known incidences and circumstances of theft or
burglary. (i.e. Attended theft* - see definition of terms)
for Postpaid Subscribers
FREQUENTLY ASKED QUESTIONS
Q: Can I claim for Gadget Care if I lost or misplaced my phone?
• Sorry, Gadget Care does not cover for LOSS under the following conditions:
o due to leaving the device unattended in public place (such as public restrooms) or unattended vehicle or any
transportation
o mysterious disappearance of devices
o Subscriber’s negligence
REGISTRATION TO GLOBE GADGET CARE for POSTPAID SUBSCRIBERS
Q: How can I avail of Globe Gadget Care Service?
For customers applying for a new postpaid line under my Super Plan with device:
• Upon applying for your postpaid line, you may also register your new device to Gadget Care.
• Our frontliner / call agent will assist you with the Gadget Care Availment form which will be submitted together with MSA and
application documents.
• The form must be signed by the account holder.
• The Certificate of Cover will be given to you as subscriber’s copy. Make sure to keep your copy of the COC (Certificate of Cover)
because this is what you will present when you make a claim
• Ensure that the correct IMEI number of your device is written on all your forms to facilitate ease in processing when filing a claim.
• Also make sure to have the frontliner update your account details so that the system will show your latest handset. This will also
ensure ease in processing any claims in the future.
For Loyalty subscribers recontracting for a new device:
• Upon applying for recontracting, you may also register your new device to Gadget Care.
• Our frontliner/call agent will assist you with the Gadget Care Availment form which will be submitted together with MSA and
application documents.
• The form must be signed by the account holder.
• The Certificate of Cover will be given to you as subscriber’s copy. Make sure to keep your copy of the COC (Certificate of Cover)
because this is what you will present when you make a claim
• Ensure that the correct IMEI number of your device is written on all your forms to facilitate ease in processing when filing a claim.
• Also make sure to have the frontliner update your account details so that the system will show your latest handset. This will also
ensure ease in processing any claims in the future.
For Customers with an existing device under a Postpaid plan/own phone (non-Globe)/ non-brand new:
• Just proceed to any Globe store. You need to present your device at any Globe Stores for device verification.
• Once your phone is verified, our frontliner will assist you with the Gadget Care Availment form which will be submitted together
with MSA and application documents (if new application).
• The form must be signed by the account holder of the line tied to the device.
• The Certificate of Cover will be given to you as subscriber’s copy. Make sure to keep your copy of the COC (Certificate of Cover)
because this is what you will present when you make a claim
• Ensure that the correct IMEI number of your device is written on all your forms to facilitate ease in processing when filing a claim.
• Also make sure to have the frontliner update your account details so that the system will show your latest handset. This will also
ensure ease in processing any claims in the future.
Device verification checklist
 Device must be type-approved by Globe (it will be classified either as a SMARTPHONE or FEATURE PHONE)
 No external damage; IMEI visible
 Phone is in good working condition, can make and receive call and SMS
 Phone is not part of the list of reported stolen/lost phones
Q: When is the effective date of my mobile protection coverage?
• Gadget Care will be activated and effective on the same day as the activation of your postpaid plan and the release of the mobile
device to you.
Q: How do I know I am enrolled to Gadget Care? Many things were explained to me at the time of my application and I only remember the part
about my plan details.
• You will receive a welcome message upon activation of Gadget Care at the same time, along with your device, a Certificate of
Coverage was issued to you during your application detailing your monthly fee and your coverage.
for Postpaid Subscribers
FREQUENTLY ASKED QUESTIONS
Q: I did not receive a welcome message; how and where can I verify if I am indeed enrolled to Gadget Care?
• You may call our Globe Gadget Care Customer service at tel. (02) 756-5400 or domestic toll-free no. 1-800-8-7565400, from 8:30am
to 5:30pm from Monday to Friday. You may also call Globe hotline no. 730-1000.
Q: I have two mobile phones. Can I enroll both with Gadget Care?
• Yes. However, each of these phones should be under a separate Postpaid plan.
Q: Can I enroll two mobile phones/Gadget Care subscriptions under a single postpaid plan?
• No. Only one Gadget Care subscription may be attached to each postpaid plan. If you wish to enroll a second device to Gadget Care,
it must be attached to a different Globe Postpaid line.
Q: I will be re-contracting my Postpaid plan with a new device, can I avail of Gadget Care?
• Yes, you can. If you are re-contracting with a new device then you are qualified to avail of the Comprehensive coverage.
Q: Can I avail of Gadget Care if I am not a Postpaid subs / or I am a prepaid subscriber?
• Gadget Care can only be availed by a Postpaid subscriber with a postpaid plan.
Q: My Globe mobile is not brand new. Can I enroll this under the Globe Gadget Care program? How much is my monthly fee?
• Yes, you can subscribe to Gadget Care provided that your phone is included in the list of participating mobile devices (refer to latest
Price Bulletin) allowed by Globe to register under the Program.
• Your mobile device can only be registered under the voluntary program with Accidental Damage protection benefit.
o Just proceed to the nearest Globe Store. Present your device to a Globe front liner for device verification.
o Once your phone is verified, you need to fill out the Globe Gadget Care Availment form that will be provided to you by
the Front liner
Monthly Premium Fee
199
299
Device Classification
Feature phone
Smartphone
Definition
Non-Android, Legacy, Low-end Smartphones
Android, iPhones, Blackberry
Q: Why can’t I enroll my existing phone under the Comprehensive protection service?
• Comprehensive Protection coverage is only offered to newly activated devices availed under the mySuperPlan. For existing phones,
we recommend the Voluntary Coverage program for Accidental Damage only.
Q: I availed my device under my Super Plan 2 months ago, can I still avail of the comprehensive coverage?
• The Comprehensive Protection coverage is offered only upon availment of a brand new MySuper Plan device.
• You can avail of the Voluntary Coverage program which covers Accidental Damage after device verification by Globe.
Q: I am currently enrolled under the comprehensive protection; can I downgrade to Theft or Accidental damage only?
• Downgrade of coverage is not allowed. If you still want to change coverage, your current program will be cancelled and your device
can only be enrolled under the stand-alone Accidental Damage coverage without theft and bonus bill protect.
• We strongly suggest for you to stay with the Comprehensive Protection as you will be getting the full coverage benefit at better
price.
Q: I am currently enrolled under the Voluntary Accidental damage coverage; can I upgrade to avail of theft and/or Bill Protect Rider?
• Theft with Accidental Damage coverage and Bonus Bill Protect package is only offered to newly activated devices availed under
mySuperPlan.
for Postpaid Subscribers
FREQUENTLY ASKED QUESTIONS
Q: I want to change my phone that is currently registered to Gadget Care, can I transfer my Gadget Care service to my new phone?
• Gadget Care is non-transferable. If this is a new phone acquired due to recontracting, your old Gadget Care subscription for your
old handset will be discontinued, and your new handset will be covered by a new Gadget Care plan. Since this is a new phone
acquired through Globe via recontracting, your handset will still be entitled to the comprehensive coverage.
• If this is a new phone acquired through other (non-Globe) channels, the phone will have to be enrolled under the Voluntary
Coverage.
• If you wish to keep both phones insured, you may opt to enrol both devices under Gadget Care provided they are both under a
separate postpaid line.
BENEFITS
Q: What if I lose or damage my mobile phone outside the country?
• Your device is still covered by the Gadget Care even when you are outside the Philippines.
• In the situation where your device gets stolen or accidentally damaged abroad, you are still qualified for claim and replacement.
• Just make sure that you report to the proper authorities of the area about the incident of theft within seven (7) days from the date
of occurrence.
• At the same time, report the incident to Globe Gadget Care within the same seven (7) days so you can be informed by our Customer
service of the necessary next steps.
Q: Can my stolen phone be re-enrolled to the protection program by the person who has possession of it?
• No. Once a device is reported as stolen, the phone’s IMEI will be reported to the National Telecommunications Commission and
Globe for permanent phone blocking.
Q: How much do I save if I am registered to Gadget Care?
• Globe has exclusively provided you the service under reasonable monthly charge rates. The nominal monthly premium &
settlement charges are substantially lower than what you need to pay to replace your phone due to Accidental Damage & Theft.
Ex. A Lumia 800 has a Globe Gadget Care monthly premium fee of P299. If this device got stolen after 10 months of coverage, this will
be the overall expense that you will incur:
Lumia 800 Monthly premium fee (P299 x 10 months)
P2,990
Participation fee (upon fulfillment of claim)
P5,000
Total
P7,990
Vs a brand new LUMIA
P23,500
Saving
P15,510
AFTER-SALES
Q: How soon can I file for a Gadget Care claim?
• Under Comprehensive coverage, effectivity of Gadget Care applies as soon as the device is released to the subscriber. A subscriber
can claim for insurance provided that claim is verified and approved.
• Under Voluntary coverage, subscriber can only claim for insurance one month after the activation of the Gadget Care service.
Q: How long will it take for my claim to be verified and approved?
• This is dependent on the level of verification that ACE needs to conduct based on the documentation and the claim filed. Ideally, if
all documents and requirements are completed and submitted, verification and approval will just take 24 – 72 hours.
Q: What type of replacement unit do I get when I make a claim?
• The replacement unit may be the same brand and model of a new or refurbished handset, or if not available, Globe will provide a
device with similar specifications or value.
• Replacement phones will be locked-in to Globe.
for Postpaid Subscribers
FREQUENTLY ASKED QUESTIONS
Q: What is included with the phone replacement?
• Replacement process will only provide you the device unit; new SIM card (for stolen phones) must be requested from the Globe
store. However, if the brand or model that was issued as replacement is different; the device unit and its corresponding standard
manufacturer’s package will be issued.
Q: Will the replacement phone still have the Gadget Care service?
• Yes, the replacement phone will continue to have the same Gadget Care plan unless you decide to unsubscribe to Gadget care after
getting the replacement unit.
Q: Can I cancel my current Gadget Care subscription?
• Yes, you may cancel or opt-out from your subscription by texting GADGETCARE <AMOUNT> OFF and send to 8888. For example, to
unsubscribe from Gadget Care 399, text GADGETCARE 399 OFF to 8888. This is free-of-charge. Below is the complete list of opt-out
keywords:
Gadget Care Variant
Gadget Care 89
Gadget Care 179
Gadget Care 299
Gadget Care 399
Gadget Care Voluntary 199
Gadget Care Voluntary 299
Opt-out Keyword
GADGETCARE 89 OFF
GADGETCARE 179 OFF
GADGETCARE 299 OFF
GADGETCARE 399 OFF
GADGETCARE VOLUNTARY 199 OFF
GADGETCARE VOLUNTARY 299 OFF
Q: How will my Gadget Care subscription reflect in my bill?
• You will see your Globe Gadget care under <One Time Charge> specifically itemized as Gadget Care Plan <plan amount>.
Q: Should I cancel my mobile protection program, how will I be charged? Are there prorated charges or advance payment subject to reversal?
• Cancelling or Opting-out from Globe Gadget care is free of charge. However, there will be no refund or prorated charges for any
unused days if you cancel your program within the 30-day period.
• We advise that you just wait for the expiration of the 30day period before cancelling your program.
Q: In case I change my plan, will my protection coverage change as well?
• As long as you keep the original device, your protection coverage and fee will not change. Your Gadget Care monthly fee is charged
on top of your monthly postpaid plan.
Q: Can I transfer the ownership of the protection coverage?
• The protection coverage is non-transferable.
Q: What if I have multiple lines under my name that are enrolled to Gadget Care?
• For account holders with multiple lines, assigning of lines and handsets is allowed as long as the following conditions are met:
1. Assignee is an immediate family member
2. Assignee is 18 years old and above
3. The account holder is the one that files for the claim, or provides a letter of authorization with his signature and a valid
ID.
Q: My son was the one using the phone when the theft/accidental damage happened. Will I still be covered?
• Yes, as long as the following conditions are met:
1. Account holder is a multiple-line holder
2. Assignee is an immediate family member
3. Assignee is 18 years old and above
4. The account holder is the one that files for the claim, or provides a letter of authorization with his signature and a valid
ID.
Q: Do I have to re-enroll my replacement device?
• No need. Your current protection subscription continues and the replacement device is automatically registered under the
program.
for Postpaid Subscribers
FREQUENTLY ASKED QUESTIONS
Q: I want to report and make a claim, what are the procedure and requirements?
• To file a claim, please call Globe Gadget Care Customer service at tel. (02) 756-5400 or domestic toll-free no. 1-800-8-7565400, from
8:30am to 5:30pm from Monday to Friday. You may also simply email or log-in to our website at www.acegroup.com. ACE Insurance
shall be happy to answer your queries concerned.
Q: How long does it take to get my replacement device?
• It takes an average of 7-10 working days to replace your phone depending on handset availability, your area of delivery and your
availability to receive the device unit. This assumes that you have complied with all the necessary requirements to complete the
claim.
Q: Where can I pay for my participation Fee? Can I pay in Globe?
• You can pay at any of the following Authorized banks. (refer to table below)
• Sorry, only the following banks are authorized to receive payments for the Participation fees.
Bank
Banco De Oro (BDO)
Bank of the Philippine Islands (BPI)
Security Bank Corp (SBC)
Allied Bank
Savings Account Number To Deposit
1200-12063-7
0029-75-0002-68
0602-0356-37-001
0191-06703-2
Address Payment To AIKONTECH
Relationship to ACE Insurance
Authorized
Insurance
Mobile
Service
Center
of
ACE
REQUIREMENT FOR CLAIMS
Accidental Damage Benefit
1.
2.
Duly completed Claim Form
Any document or proof of payment of monthly premium covering claim period
Theft Benefit
1.
2.
Duly completed Claim Form
Original copy of any of Police Report/Official Barangay Report/Official Local Security
Report
Notarized Affidavit of Ownership with Loss Undertaking
Any document or proof of payment of monthly premium covering claim period
3.
4.
Accidental Death Benefit
1.
2.
3.
4.
5.
6.
Duly completed Claim Form
Birth and Death Certificates of the Insured
Original Copy of Police Report
Affidavit of Witnesses
Autopsy Report
Proof of Relationship to Beneficiary/ies (such as Marriage Certificate, Baptismal and
Passport)
Accidental Temporary Disability Benefit
1.
2.
Duly completed Claim Form
Attending Physician’s Report, specifying the number of days/months that the Insured
is not allowed to or capable of returning to work and/or attending to his daily duties
Original copy of Police Report or Barangay Report or Affidavit of Witnesses
Latest Globe Statement indicating the monthly plan subscription amount
3.
4.
for Postpaid Subscribers
FREQUENTLY ASKED QUESTIONS
F.
DEFINITIONS OF TERMS
1.
*Accidental Damage – any accidental destruction that is externally visible and accidental oxidation that is preventing the correct
operation of the device. Water damage is also covered; any cosmetic damages are not included
2.
*Theft or Robbery - with or without threat which includes burglary and snatching.
3.
*(Bonus) Bill Protect Rider Plan – this covers outstanding bill payments of the enrolled Globe Postpaid account, against
Accidental Death (up to P10,000) or Temporary disability (P220/month for a maximum of 6 months)
4.
SMARTPHONES - are Android phones, iPhones and Blackberry. Devices that have an operating system that allows it to run
productivity applications such as Blackberry OS, Palm OS or Windows Mobile.
5.
FEATURE PHONES are non-Android phones that run on proprietary firmware, with third party software through platform such as
Java ME or BREW
6.
Attended theft - is when the customer is able to identify the actual incident; when and where the theft occurred.
7.
Unattended theft - is when the customer cannot pinpoint when and/or where theft incidence took place, or when the theft is
assumed in lieu of mysterious disappearance.