FAQs


ENROLLMENT, PAYMENT, CLAIMS AND CANCELLATION

Enrollment & Billing

Please leave an online request on our Contact Us page and our helpful customer service staff will be able to assist you with your queries.


All billings are made directly to your Visa / MasterCard credit or debit card to which your OnGuard enrollment is charged. If you wish to subsequently terminate or change the credit or debit card used for billing, you have to contact HLMT at (603) 7650 1800.


Currently, payment using Visa / MasterCard credit or debit card is the only option available.


Currently, only the monthly payment option is available for OnGuard.


Stamp duty is not applicable, however 6% GST applies to OnGuard’s monthly contributions.


Claims

We believe that making an OnGuard claim should be easy and hassle-free. As soon as you may need to file a claim on your OnGuard certificate, inform us so we can give you the advice and support you need. Follow the steps below to get started.

Step 1: Contact us

Call (603) 7650 1800 or email to ReachUs@takaful.hongleong.com.my

Step 2: Submit the claim form and supporting documents

After you have obtained the claim form from HLMT, submit the completed form together with all the supporting documents to:

Hong Leong MSIG Takaful Berhad
Level 5, Tower B, PJ City Development
No. 15A, Jalan 219, Seksyen 51A
46100 Petaling Jaya, Selangor, Malaysia


Cancellation

If you are not completely satisfied with your OnGuard enrollment, you may cancel at any time by giving HLMT a written notice. Once cancelled, all future monthly charges will be stopped.

However, since contributions are paid on a monthly basis, any refund of paid contribution is not allowed. Where cancellation is notified after the monthly contribution payment has been deducted for the month, the coverage will be extended till the end of the period. You still have the option for a refund, instead of extended coverage, but you would be required to submit a refund request in person and directly to HLMT.


General Questions

Takaful Operator and Shariah Concepts

This plan is issued by Hong Leong MSIG Takaful Berhad.


Hong Leong MSIG Takaful Berhad (HLMT) is a joint-venture of Hong Leong Financial Group Malaysia, a reputable integrated financial services group and Mitsui Sumitomo Insurance Co Ltd (MSI), a member of MS & AD Insurance Group, one of the world's largest insurance company in offering innovative and competitive Shariah-compliant financial solutions within the Takaful industry.


Takaful is a concept of mutual guarantee which is in compliance with Shariah principles. Contributions collected from participants are pooled together to provide for the benefits in the event of losses suffered by any of its members or participants. Hong Leong MSIG Takaful (HLMT) as a Takaful operator is entrusted to properly manage this mutual fund.

Iltizam bi Al-Tabarru'
Refers to the commitment to make Tabarru'.

Tabarru'
Refers to a certain portion of the contribution that the participant agrees to donate upon occurrence of events approved by Shariah Committee of HLMT, thus enabling him / her to fulfill the obligation of mutual help and joint guarantee should any of the fellow participants suffer a defined loss where the donation is meant to help others and others' donations are meant to help him / her.

Wakalah
Refers to an arrangement appointing HLMT to manage the overall services provided under the certificate. HLMT will take a portion of the contribution as Wakalah Fee in return of the services rendered.

Ju'alah
Refers to a contract in which the participant agrees to reward HLMT for its achievement or good performance in managing the risk fund.

Qardh Hasan
Refers to an interest-free financing provided by HLMT in the event of deficit in the general takaful fund.

Note: Distribution of surplus

Any surplus (i.e. Gross Contribution (net of Wakalah Fee), exceeding claims, claims-related expenses, retakaful, reserves and other deductions as endorsed by the management and Shariah Committee of HLMT) from the general takaful fund may be distributed between eligible participants and HLMT on 50:50 ratio based on Ju'alah.


General

The age requirement is between 18 years old and 60 years old at the time of issuance of the certificate. Once the cover is taken, the participant may renew the certificate till he / she is 61 years old.


An accident is an unexpected, unforeseeable and external event, such as a fall or a car crash, which causes physical injury like a broken limb or torn muscle. A disease or an illness is not classified as an accident.


Yes! The OnGuard customer service hotline is available 24/7 to provide support.


Unfortunately, OnGuard coverage is only offered as a single plan type so you do not have the option to increase your protection.


Yes, they can receive coverage for themselves by signing up for a separate OnGuard plan.


PRODUCT QUESTIONS

Cash Assistance

You were not aware of any impending unemployment that may affect you including, but not limited to, dismissal, misconduct, poor performance, any willful act by you or you were not aware of any announcement or action by your employer in relation to the department or division of the business in which you work, and which relates to any redundancies, employee consultations, restructures, mergers or reorganization that have led or could lead to compulsory job losses, mandatory reduced working hours or mandatory reduction in salary. Please refer to the Master Certificate for the full terms and conditions.


You were not aware of any impending unemployment that may affect you including, but not limited to, dismissal, misconduct, poor performance, any willful act by you or you were not aware of any announcement or action by your employer in relation to the department or division of the business in which you work, and which relates to any redundancies, employee consultations, restructures, mergers or reorganization that have led or could lead to compulsory job losses, mandatory reduced working hours or mandatory reduction in salary. Please refer to the Master Certificate for the full terms and conditions.


Cash Assistance benefit is up to six (6) months.


This Benefit will be payable provided that the beneficiary submits the following documents within thirty (30) days of the date of loss:

  1. A fully completed dated and signed claim form;
  2. A copy of your contract of employment;
  3. A copy of your letter of termination and, if applicable, your redundancy severance agreement;
  4. A copy of your salary slips for the latest three (3) months;
  5. A copy of your Income Tax Clearance form;
  6. A copy of the Identity Card of the Person Covered; and
  7. Any other information we may ask you to provide.

Job Loss Assitance

The skills and knowledge session will focus on getting you back on track quickly and will cover topics:

  • Knowing Yourself - Understanding what is Change and Transition and how to cope with it;
  • Knowing Yourself - Finding your Strengths & Career Personalities; or
  • Preparation for Job Hunt - Resume Writing; or
  • Preparation for Job Hunt - Acing the Interview; or
  • Preparation for Job Hunt - Leveraging Social Media.

You will receive five (5) sessions (either FACE to FACE, TELEPHONE / ONLINE SKYPE) per Certificate year. You may enroll for one (1) session per month and subject to the Waiting Period. Coverage of the five (5) sessions will be based on the following topics in consultation with the career transition consultant.


The focus will be to equip you with the necessary skills to re-enter the job market.


1. Visit www.OnGuard.com.my/Income, locate ‘Already Protected by OnGuard Income?’ on the top right corner of the page and click ‘Register for Career Transition Coaching and Counselling’; or

2. Contact Us at Tel Nos. + 603 7841 5776 or +603 2116 9789 (between 10 am to 6 pm, Monday to Friday)


You will not have to pay for these sessions as career transition coaching and counselling sessions are an essential part of the services under this program.


Personal Accident Protection

If you sustain Bodily Injury which results in Accidental Death or Permanent Disablement within ninety (90) days from the date of the Accident, the Takaful Operator shall pay in the manner and proportion prescribed in this Master Certificate and up to the Amount of Benefit described in the Certificate of Takaful.


Contribution Waiver

This Takaful Certificate covers waiver of your regular contributions for up to Six (6) months while you are receiving cash assistance due to involuntary unemployment. Please refer to the Master Certificate for the full terms and conditions.


Privacy & Security Questions

Absolutely not. We do not share your personal information with anyone else. We only use your mobile phone number and e-mail address to send you information regarding your enrollment, to fulfill on your requests from us and to share benefits or information that you might find useful. To learn more, please review our Privacy Policy.