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.

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

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.

The age requirement is between 18 years old and 65 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 70 years old.

Absolutely. OnGuard protects and assists you whether in Malaysia or anywhere else around the world that you happen to be traveling to and gives you coverage for:

  • Card loss, theft and fraud – worldwide coverage
  • ATM robbery and mechanical tampering protection – worldwide coverage
  • Protection on fraudulent transactions on online / mobile banking platforms – worldwide coverage
  • Protection against skimming or phishing activities – worldwide coverage
  • Personal accident protection – worldwide coverage
  • Medical and legal referrals – worldwide coverage
  • Mobile phone protection – worldwide coverage
  • Emergency cash advance and travel assistance – anywhere at least 160km from home

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:

  • Guidance and advice on important next steps to take for reporting loss of your card, fraud or ATM robbery incidents
  • Emergency cash advance and other travel assistance services
  • Assistance on how to remotely lock / unlock your mobile phone and to recover your lost / stolen phone

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. With that, all the cards that are under their own name would be covered by the plan.

PRODUCT QUESTIONS

Card Loss, Fraud & Theft, and ATM Protection

OnGuard helps protect you against possible fraudulent use of all your credit, debit, cash, prepaid and ATM cards should they ever be lost or stolen. Not only will OnGuard help you through the steps to recover from this experience, the OnGuard customer service reps will also assist you in reporting the loss or theft of these cards to your card issuers, so that further fraudulent transactions could be blocked.
Yes, OnGuard helps protect you against possible fraudulent use of all your credit, debit, cash, prepaid and ATM cards should they ever be lost or stolen and by all issuers.

If you need to make a claim, please contact HLMT directly. Alternatively, you could also contact the 24/7 OnGuard customer service hotline and our customer service reps can direct your claim requests to HLMT.

You would need to provide the details and full supporting documents of your request to confirm eligibility. If eligible, you should receive a cheque payment in the mail within 14 business days.

You would be required to produce the ATM receipt to prove that the cash withdrawal transaction had taken place. If you had lost or misplaced it, please approach the financial institution to provide a transaction statement.

The features are packed in the OnGuard mobile app which is available for download for all OnGuard subscribers. The OnGuard mobile app helps protect your valuable personal information in the event your mobile phone is lost or stolen. Through the remote locking, picture capture and report found functions available with the app, it also increases the chances of you recovering your lost / stolen phone.

To start getting protected, follow these steps:

Step 1 – Submit your particulars (including the certificate number found in your OnGuard welcome letter) on the activation page here, after which you would receive an SMS and / or email on your smartphone.

Step 2 – Select the appropriate app store icon (Android, iOS, Windows or BlackBerry) and you would redirected to the relevant site to download the mobile app.

Step 3 – Complete the in-app registration process after downloading the mobile app on your smartphone.

The certificate number can be found on your welcome letter which is part of the fulfillment pack you would receive in the mail.

If you have signed up for a spouse plan, both you and your spouse would have the same certificate number. In this case, the certificate number would allow for 2 separate sign-ups so both of you can download the OnGuard mobile app and enjoy the mobile protection features on your own smartphones.

Currently, the OnGuard app is supported on the following operating systems:

  • Android 4.0 and above
  • iOS 5.0 and above (iPhone)
  • Blackberry 5.0 and above (excluding Blackberry 10)
  • Windows Phone 8

Note: Supported features vary by phone types and platforms. New versions of operating system will be assessed and updated accordingly.

If your mobile phone is lost or stolen, it is important to send the lock command immediately. You can do so by logging in to the online vault and activate lost mode. When you are logged in the vault, you can view your phone’s last detectable location, backup the contacts in your phone or view the pictures captured by your phone when the lost mode was activated.

You can also be assured that there is a simple and convenient process for a finder to return your mobile phone to you. If your mobile phone is lost or stolen, not only does the OnGuard mobile app provide comprehensive protection to deter the thief by locking your phone and securing your personal data, it also provides a contact function where the finder can get in touch with us who can recover and deliver the phone back to you at no additional charge.

If your mobile phone is off, you can still view your phone’s last location before it was turned off, by logging in to the online vault. As soon as it is turned back on, all of the mobile app’s valuable features turn back on with it!

If your mobile phone is lost, upon locking the phone, a message will be displayed on the locked screen for the finder to easily contact us. We will then arrange for its pick-up and safe return to you at no cost!

Emergency Cash Advance & Other Assistance Services

If you have contacted us to report your lost or stolen cards or wallet, we would assist you with the blocking of the cards by contacting your card issuers first. Thereafter, we would check if you require emergency cash to be advanced or any travel arrangements to be made. As long as you are at least 160 km away from home, we will arrange for an emergency wire transfer of up to RM6,000 to be made available to you at a nearby Western Union outlet or remittance centre.

Our OnGuard customer service reps will get in touch with your family member / loved one to explain the situation. Once your family member or loved one has successfully transferred the cash advance amount to our designated account (evidence of cash transfer must be produced), we would make the necessary arrangements for that amount of cash for your pickup. With the emergency cash, you could then pay for emergency travel expenses without waiting for the card issuer to send you a replacement credit / debit / ATM card.

In addition, in the event of an emergency or a sudden need to return to your country of residence, our trained customer service staff can assist you in making new arrangements and reservations for air ticket, hotel accommodation and other travel-related services. .

Please dial +603 7841 5776 to get in touch. Once you are connected with our customer service reps, you can explain that you’re currently overseas and request for the rep to give you a call back at your preferred local number.

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.