All-Rounded Mobile Phone Accidental Damage Protection Plan

About Product And Registration

When do I have to register the All-Rounded Mobile Phone Accidental Damage Protection Plan after purchasing a handset or purchasing a handset with a designated service plan from CMHK?
You can register the All-Rounded Mobile Phone Accidental Damage Protection Plan after purchasing a handset or purchasing a handset with a designated service plan at CMHK. The Plan takes effect from the date of purchase of the handset.
Are all handsets purchased from CMHK eligible for registration under the All-Rounded Mobile Phone Accidental Damage Protection Plan?
This Plan is applicable to designated customers of CMHK and designated handsets below or equal to an "Undiscounted Retail Price" of HK$15,000. For the list of designated customers, please contact CMHK's 24-hour Customer Care Hotline for details. “Undiscounted Retail Price” means the original price of handset without any subsidies as at the date of purchase as shown on the sales receipt of the handset.
Can I register for more than one (1) designated handset?
No, you may only register one (1) designated handset.
Can a non-HKID card holder enroll in the All-Rounded Mobile Phone Accidental Damage Protection Plan?
Yes, you can. Please enter your passport number to enroll in the plan.
How do I register for the free All-Rounded Mobile Phone Accidental Damage Protection Plan after purchasing a handset or purchasing a handset with a designated service plan and received a promotion flyer from CMHK?

Step 1:
You will receive a promotion flyer from CMHK with a registration code. You can then go to our designated FWD website for registration.

Step 2:
Fill in the registration code along with the personal information and handset information including its IMEI number, handset model, purchase date and your CMHK Invoice and Official Receipt number.

Step 3:
After registration, an email confirmation enclosing the Terms and Conditions of the free All-Rounded Mobile Phone Accidental Damage Protection Plan will be sent to you and the Plan takes effect from the date of purchase.

What does the All-Rounded Mobile Phone Accidental Damage Protection Plan cover?
Designated customers of CMHK can enjoy the FREE All-Rounded Mobile Phone Accidental Damage Protection Plan for up to 24 months as underwritten by FWD General Insurance Company Limited.  Designated customers simply redeem this Plan through online registration. The Plan covers up to HK$9,000^ for accidental damage to covered handset; or up to HK$8,000 for the first year and up to HK$5,000 for the second year for the replacement of handset from CMHK if the original covered handset is "Damaged Beyond Repair".

  • Accidental Damage means the breakdown of the covered handset due to an unforeseen event which causes physical damage to the covered handset or deliberate damage caused to the covered handset by a third party which extends to include damage as a result of the covered handset being in contact with water and other liquids.*
  • Damaged Beyond Repair means, in relation to Accidental Damage of a covered handset, the handset manufacturer or its authorised repairer has confirmed that the covered handset is damaged beyond repair or the cost of repair is greater than 75% of the "Undiscounted Retail Price".**

^Assuming that the “Undiscounted Retail Price” of the covered handset is HK$15,000. If your covered handset breaks down due to accidental damage and that the cost of repair is equal to or lower than 75% of the “Undiscounted Retail Price”, 80% of the cost of repair will be reimbursed to you (up to a maximum of HK$ 9,000). The “Undiscounted Retail Price” means original price of handset without any subsidies as at the date of purchase as shown on the sales receipt of the handset that is under a value of HK$15,000.

*Upon FWD’s approval of a claim, FWD will reimburse 80% of the repair cost that You paid to the covered handset manufacturer or its authorised repairer for repairing the covered handset as a result of Accidental Damage, provided that the repair cost is equal to or below 75% of the Undiscounted Retail Price of the covered handset (for the avoidance of doubt, 20% of the repair cost that You have paid to the covered handset manufacturer or its repairer will be borne by You and will not be reimbursed by FWD).

**If the covered handset is Damaged Beyond Repair or the repair cost is more than 75% of Undiscounted Retail Price of the covered handset, FWD will pay an one-time reimbursement of:

(i) 70% of the Undiscounted Retail Price of the covered  handset up to a maximum of HK$ 8,000 during the first (1st ) year of the term of the Plan; or
(ii) 40% of the Undiscounted Retail Price of the covered handset up to a maximum of HK$ 5,000 during the second (2nd) year of the term of the Plan.
How can I find the IMEI number of my handset?
The IMEI number of your handset can be found:
  • By inputing “*#06#”in your handset keypad, and then press "Send"
  • Referring to the invoice and official receipt issued by CMHK
I did not subscribe to the designated monthly plan with designated handsets with CMHK, can I still enroll in the Plan?
Only the registered account holder named on the CMHK invoice and official receipt can enroll in the Plan.
I have lost my promotion flyer given by CMHK so I am unable to register with the registration code, can you re-issue a new code to me?
The promotion flyer cannot be re-issued if it was lost.
Can I enroll in the plan over the phone?
No, you must enroll in the Plan through our online platform. Please visit FWD website https://i.fwd.com.hk/cmhk-phone-protection/en/ for details.

About Claims

Where can I get a written confirmation or quotation so as to prove that my handset is Damaged Beyond Repair?
You can obtain a written confirmation or quotation issued by an authorised repair centre in Hong Kong of the designated handset brands in Hong Kong showing the IMEI Number, date of inspection and cause of damage of the covered handset to prove the handset is Damaged Beyond Repair or the cost of repair is greater than 75% of the “Undiscounted Retail Price” of the covered handset.   You may call CMHK 24 hours Customer Service Hotline at 2945 8888 for details.
What is the maximum compensation of the All-Rounded Mobile Phone Accidental Damage Protection Plan?
The Plan covers up to HK$9,000 for accidental damage to covered handset; or up to HK$8,000 for the first year and up to HK$5,000 for the second year for the replacement of handset from CMHK if the original covered handset is Damaged Beyond Repair.
If I need to replace my handset, can I replace it with another handset model?
You must replace the covered handset with the same model. Alternatively, a handset model in similar level to the original handset model, as determined by CMHK, if the original handset model is no longer available at CMHK.
How can I make a claim?
Please fill out the online claim form and upload the Sales and Services Agreement issued by CMHK within 30 days of the occurrence of Accidental Damage or Damage Beyond Repair of the covered handset; and

  • For Accidental Damage Claims: Please submit your claim with a repair cost quotation and original invoice issued by the covered handset manufacturer or its authorised repairer, stating the IMEI number, the model of the handset, date of repair, cause of damage and actual repair cost paid by You.

  • For Damage Beyond Repair Claims: Please submit your claim with a written confirmation or quotation issued by the covered handset manufacturer or its authorised repair centre of the designated handset brands showing the IMEI Number, date of inspection, cause of damage and the covered handset is damaged beyond repair or the cost of repairs is greater than 75% of the Undiscounted Retail Price of the covered handset, and the original purchase invoice of the new replacement handset issued by CMHK.

1) For Accidental Damage claims: We will send you an email upon receipt of the claim for acknowledgement.*

2) For Damaged Beyond Repair claims:  We will send you an email upon receipt of the claim confirming the reimbursement amount for a replacement handset to which you are entitled.  You must purchase the replacement handset of the original covered handset model (or a handset which is not more than the Undiscounted Retail Price of the original covered handset, if the original handset model is no longer available in CMHK) from CMHK within 30 days.**

* Upon FWD’s approval of a claim, FWD will reimburse 80% of the repair cost that You paid to the covered handset manufacturer or its authorised repairer for repairing the covered handset as a result of Accidental Damage, provided that the repair cost is equal to or below 75% of Undiscounted Retail Price of the covered handset (for the avoidance of doubt, 20% of the repair cost that You have paid to the covered handset manufacturer or its repairer will be borne by You and will not be reimbursed by FWD).

**If the covered handset is Damaged Beyond Repair or repair cost is more than 75% of Undiscounted Retail Price of the covered handset, FWD will pay an one-time reimbursement of:

(i) 70% of the Undiscounted Retail Price of the covered  handset up to a maximum of HK$ 8,000 during the first (1st ) year of  the term of the Plan; or
(ii) 40% of the Undiscounted Retail Price of the covered handset up to a maximum of HK$ 5,000 during the second (2nd) year of the term of the Plan.

#All settlement cheques will be issued in Hong Kong dollars and can only be deposited in banks located in Hong Kong.
If I lost my CMHK invoice and official receipt, what can I do?
If you have lost the CMHK invoice and official receipt, please call CMHK 24 hours Customer Service Hotline at 2945 8888.
Reimbursement will be paid by what means? How many days will I receive the reimbursement?
All reimbursement will be paid by cheque issued in Hong Kong dollars to the insured (i.e. Name which shown on the Sales and Service Agreement issued by CMHK). It can only be deposited in the banks located in Hong Kong.
Can I pick up the claim settlement cheque at FWD Insurance Solutions Centre?
No, the settlement cheque will only be sent via ordinary mail.
What are the major exclusions of the All-Rounded Mobile Phone Accidental Damage Protection Plan?
  • Damage which is not accidental in nature
  • Damage that does not affect the functionality of the covered handset, e.g. scratches
  • Damage that is covered by warranties of the handset manufacturer
  • Damage due to gradual deterioration
Please refer to the Summary of Coverage for details of the Plan and exclusions.
Can I submit a claim by mail?
No, please fill out the online claim form and upload the required documents within 30 days of the occurrence of Accidental Damage or Damage Beyond Repair of the covered handset to submit your claim.