AXXESS Lifeline Plus

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Frequently Asked Questions

Is this Plan only for Malaysians?

Yes this plan is only for Malaysians

Am I covered if I am travelling abroad for work or holiday?

Yes, the Plan provides 24/7 worldwide coverage

If I already have a few insurance plans, can I still claim from this Plan?

Yes, you can claim from the Plan irrespective of other insurance plans that you may have

Are there any exclusions for this Plan?

Yes, exclusions include uniform personnel on active duty. Please refer to the insurance policy for other exclusions

Is there a cooling-off period for this Plan?

Yes there is a 7-day cooling period for this plan

Who is the insurer underwriting this Plan?

Please click for a list of our Insurance and Takaful Providers underwriting AXXESS Lifeline

When does the Plan commence?

The plan becomes effective seven (7) days after payment for purchase is received by Shieldcard Holdings Sdn Bhd

Will I be getting a certificate as proof of insurance coverage?

Yes, all successful purchasers will receive a certificate of insurance

Can I cancel my insurance cover and get a refund?

Yes you can. The premium paid will however not be refunded and the policy will expire at the end of the coverage period irrespective of the cancellation date

Can the policy be renewed after it expires?

The policy cannot be renewed but you can purchase a new policy as long as the programme continues to be marketed

Does the death benefit cover me even after the policy expires

In the event of an accident during the period of insurance causing an injury resulting in death of the Insured Person occurring within twelve (12) months from the date of accident, the Insurer will pay the death benefit

How do I claim my 5% discount on motor insurance

You may visit our corporate agency Perks at www.perks.com.my or call our customer service at 1-300 30 20 10, to renew your motor insurance and obtain the 5% discount on your motor premiums. You are welcome to select from any of of our 10 insurance partners for your motor insurance. You can also renew your vehicle road tax concurrently

What is the Covid-19 & Dengue Coverage

Please refer to www.axxess.com.my/covid19.php and refer to AXXESS Covid-19 Protect Plus for details of the coverage

** All due care has been taken in preparing these FAQs. However, in the event of any inconsistencies between these FAQs and the terms of the Insurer's Policy, the provisions set out in the Insurer's Policy will prevail

Cash

Benefit Value RM100,000

How will the cash be paid?
>> Cash will be paid via cheque or bank transfer

Will this be paid in one lump-sum?
>> Yes, the cash pay-out will be in one lump-sum

How long will it take for the cash to be paid?
>> It will normally take 30-days for claims to be approved. Once approved, cash will be paid within 7-days of claims being approved

Can the cash be paid to anyone other than the nominated beneficiary?
>> No, cash will only be paid to the nominated beneficiary

eWallet Top-up

Benefit Value RM10,000

What if I do not have an eWallet?
>> You will need to register for an eWallet to claim this benefit

Can I use any eWallet?
>> You will only be able to use eWallet providers registered on the AXXESS platform.
Please click for list of eWallet providers

Can I use more than one eWallet?
>> Yes you may use multiple eWallets, as long as the eWallets are registered on our platform

How will the amount be topped-up and for how long?
>> There will be a standing instruction with the selected eWallet provider(s) for the eWallet to be continuously topped-up on a periodic basis until the total amounts are exhausted or 36-months, whichever comes first

Grocery Vouchers

Benefit Value RM18,000

Where can I use the vouchers?
>> You will be able to use the vouchers at all grocers registered on the AXXESS platform.
Please click for list of grocers

What is the validity period of the vouchers?
>> Vouchers have a validity period of 36-months

Can I exchange the vouchers for cash?
>> No, vouchers are not exchangeable for cash

What if I have not used the vouchers within the validity period
>> The vouchers will become invalid if it is not used within the validity period of 36-months

Fuel Vouchers

Benefit Value RM7,200

Where can I use the vouchers?
>> You will be able to use the vouchers at all petroleum retailers registered on the AXXESS platform.
Please click for list of petroleum retailers

What is the validity period of the vouchers?
>> Vouchers have a validity period of 36-months

Can I exchange the vouchers for cash?
>> No, vouchers are not exchangeable for cash

What if I have not used the vouchers within the validity period
>> The vouchers will become invalid if it is not used within the validity period of 36- months

Utility Bills

Benefit Value RM10,800

What does utility services cover?
>> Utility services cover electricity, water and sewage. The payments can be done via e-pay (M) Sdn Bhd
Please click for list of utility providers

How do I claim for these services?
>> You will be provided with ePay credits to use for payment of your utility bills. ePay credits will be valid for a period of 36-months

Do I need to show proof that the utility bills are under my name?
>> No, you will not be required to show proof

Is there a time period for me to claim for utility bills?
>> This benefit will be claimable within 36-months or until the full amounts are claimed, whichever comes first

Professional Services

Benefit Value RM5,000

What is defined as professional services?
>> Professional Services refers to the provision of legal services in executing the will and arranging for the distribution of the estate of the Insured Person

How do I claim for professional services?
>> You may appoint your own legal service providers and submit the invoice for payment, which will be made directly to the appointed legal service provider

What if I don’t need professional services, can I request for cash equivalent?
>> No, you will not be able to exchange this benefit for cash

Do the professional services need to be specific to the estate of the deceased?
>> No, the services could be for any matter relating to the beneficiary

Health and Personal Care

Benefit Value RM8,000

Where can I use the vouchers?
>> You will be able to use the vouchers at all pharmacies registered on the AXXESS platform.
Please click for list of pharmacies

What is the validity period of the vouchers?
>> Vouchers have a validity period of 36-months

Can I exchange the vouchers for cash?
>> No, vouchers are not exchangeable for cash

What if I have not used the vouchers within the validity period
>> The vouchers will become invalid if it is not used within the validity period of 36-months

Telco Services

Benefit Value RM3,600

Which telco(s) can I claim for the services?
>> You will be able to claim for all telco’s registered on the AXXESS platform.
Please click for list of telcos

Is this meant for Post-paid or Prepaid Telco Services?
>> This is meant for only Post-paid plans

Can I retain my telco provider or do I need to change my provider?
>> You may retain your current telco provider if the telco is registered in the AXXESS platform, otherwise you will need to switch to a registered telco provider

How do I claim for this service?
>> You will need to register for a post-paid plan with a registered telco and your monthly telco bills be paid for a period of 36-months or until the total allocation is exhausted

Subscription Services

Benefit Value RM7,200

What is meant by subscription services?
>> Subscription services refer to ASTRO, Unifi and such other service providers registered in the AXXESS platform. The payments can be done via e-pay (M) Sdn Bhd
Please click for list of subscription providers

How do I claim for my subscription services?
>> You will be provided with ePay credits to use for payment of your subscriptions. ePay credits will be valid for a period of 36-months

What if I do not subscribe for any services, can I request for cash equivalent?
>> No, this benefit is not exchangeable for cash

Do I need to show proof that the subscription services are under my name?
>> No, you will not be required to show proof

Furniture & Home Appliances

Benefit Value RM5,000

Where can I use the vouchers?
>> You will be able to use the vouchers at all furniture & home appliances stores registered on the AXXESS platform.
Please click for list of furniture & home appliance stores

What is the validity period of the vouchers?
>> Vouchers have a validity period of 36-months

Can I exchange the vouchers for cash?
>> No, vouchers are not exchangeable for cash

What if I have not used the vouchers within the validity period
>> The vouchers will become invalid if it is not used within the validity period of 36- months

Healthcare Benefits – Inpatient

Benefit Value RM312,000

What does this benefit cover, duration and limit?
>> This is a Hospitalisation & Surgical Benefit, with an annual limit of RM104,000 for a 3-year duration.
Full details of the benefit can be found

Is there any condition attached for this coverage?
>> Yes, the coverage is conditional upon the policy requirement, including the entry age being less than 60 years, 90-days cooling off period, pre-existing conditions etc. You can find the policy

Can I transfer this benefit to my next-of-kin if I don’t qualify for this benefit?
>> Yes, however your next-of-kind will be subjected to the same terms & conditions of the policy and coverage

If I already have healthcare insurance, can I request for cash equivalent?
>> No, this benefit is not exchangeable for cash

Healthcare Benefits – Outpatient (including Dental & Optical Care & Treatment)

Benefit Value RM8,000

How do I claim for this benefit?
>> This benefit is offered on a reimbursement basis. You will need to submit your receipt to claim reimbursement, up to the value of the benefit

What is the validity period of this benefit?
>> The benefit is valid for a period of 36-months or until the total value of benefit is exhausted, whichever comes first

Is this claimable only when visiting panel clinics and optical centres?
>> No, you are at liberty to visit your preferred clinic and treatment centres

Can I claim for multiple care & treatment within the same year?
>> Yes, you can, provided the total claim is within the limit of the benefit

Clothing

Benefit Value RM5,000

Where can I use the vouchers?
>> You will be able to use the vouchers at all clothing retailers registered on the AXXESS platform.
Please click for list of clothing retailers

What is the validity period of the vouchers?
>> Vouchers have a validity period of 36-months

Can I exchange the vouchers for cash?
>> No, vouchers are not exchangeable for cash

What if I have not used the vouchers within the validity period
>> The vouchers will become invalid if it is not used within the validity period of 36-months

What are the benefits provided by the Covid-19 & Dengue Coverage

Please refer to www.axxess.com.my/covid19.php and refer to AXXESS Covid-19 Protect Plus for details of the benefits

Who do I contact to make a claim?

You may contact AXXESS’s customer care consultants at 1-300-30-2010 or email at enquiry@shieldcard.com.my
You may also contact the Insurer directly

What are the documents required?

Our customer care consultants will advise you on the documents that you will need to submit. You can also view the requirements at www.axxess.com.my/lifeline-claims

How long will it take to process a claim?

For death benefit, it would normally take 30-days to approve a claim and a further 7-days to release the benefits to the beneficiary.

For Hospital Income, it would normally take 7-days to approve a claim and a further 7-days to release the benefit to the insured

How will the Hospital Income be paid?

Hospital Income will be credited directly into your nominated bank account

Can the full coverage be paid in Cash instead of Cash + Benefits

>> You have the option of selecting between receiving Cash only or Cash + Benefits

>> If you opt to receive the total coverage in Cash + Benefits, the total pay-out will be RM500,000.00 ie RM100,000.00 in Cash and RM400,000.00 in Benefits, as highlighted on the “Programme Description & Benefits”

>> If you opt to receive the total coverage in Cash, the total Cash pay-out will be RM200,000.00

>> You will need to sign a statutory declaration with the Insurer on your preferred option for the claim. If you opt to receive “Cash + Benefits”, you will be authorising the Insurer to pay RM100,00.00 in Cash directly to you and RM100,000.00 to Shieldcard, to then convert to RM400,000.00 in Benefits (as per the programme benefits) on your behalf.

What is the claims procedure for Covid-19 & Dengue Coverage

Please refer to www.axxess.com.my/covid19.php and refer to AXXESS Covid-19 Protect Plus for the claims procedure

IN-HOSPITAL CARE	RM
Hospital Room and Board (up to maximum 60 days per Disability)	400
Intensive Care Unit (up to maximum 60 days per Disability)	400
Hospital Supplies and Services	As Charged
Surgical Fees	As Charged
Anaesthetic Fee	As Charged
Operating Theatre	As Charged
In-Hospital Physician Visit (daily maximum up to 60 days and maximum 1 visit per day)	As Charged
Pre-Hospital Diagnostic Test (within 60 days)	As Charged
Pre-Hospital Specialist Consultation (within 60 days)	As Charged
Second Surgical Opinion (within 31 days)	As Charged
Cash Allowance at Government Hospital (lump sum payment per disability)	200
Emergency Accidental Outpatient Treatment (includes follow-up treatment up to 31 days from date of accident)	As Charged
Daycare Procedure	As Charged
Outpatient Cancer Treatment	As Charged
Outpatient Kidney Dialysis Treatment	As Charged
Post-Hospitalization Treatment (valid within 60 days from the date of discharge from hospital)	As Charged
Ambulance Fees (by road only)	As Charged
Medical Report Fee Reimbursement	As Charged
Home Nursing Care (limit per disability)	As Charged
OVERALL ANNUAL LIMIT	104,000
DEDUCTABLE	100

1.	Age Group - 30 days to 59 years
2.	Nationality - Malaysian & Non-Malaysian Residents
3.	Cashless Admission
4.	Exclusion - Pre-existing Condition