PhoneCare Plus Handset Protection Plan

About Product & Registration

How many days do I have to register the PhoneCare Plus Handset Protection after I have subscribed or upgraded to the designated monthly plan with a designated handset at 3HK?
During the promotion period^, you can register the PhoneCare Plus Handset Protection Plan within 10 calendar days (including the date of purchase or upgrade) after purchasing designated standalone handsets, subscribing or upgrading to designated monthly plan with designated handsets at 3HK.

^Promotion period is from 15 September 2017 – 31 December 2017 (both days inclusive). The last registration date of this offer is 9 January, 2018.
Are all mobile phones purchased from 3HK eligible for registration under the PhoneCare Plus Handset Protection Plan?
The selected handsets only include:
  • Apple iPhone 8
  • Apple iPhone 8 Plus
Can I register for more than one (1) designated handset?
Yes, but you may register up to two (2) designated handsets.
Can a non-HKID card holder enroll PhoneCare Plus Handset Protection Plan?
Yes, you can. Please enter your passport number to enroll in the plan.
How do I register for the free PhoneCare Plus Handset Protection Plan after subscribing or upgrading to a designated monthly plan with designated handsets with 3HK?

Step 1:

During the promotion period (15 September 2017 – 31 December 2017 (both days inclusive)), when you subscribe or upgrade to a designated monthly plan with designated handsets with 3 HK, you can obtain a registration code from the promotion flyer from 3HK. You may go to i.fwd.com.hk within 10 calendar days (including the date of purchase or upgrade) and input the registration code. (The last registration date is 9 January, 2018)


Step 2:

Click "Get Started". (Please read our Personal Information Collection Statement and the terms and conditions. You must consent to FWD General Insurance Company Limited's use of your personal data for direct marketing and provision of your personal data to other parties and FWD companies and agree to the terms and conditions to enjoy this free PhoneCare Plus handset protection plan.)


Step 3:

Enter your designated handset information including IMEI number, handset model, purchase date and 3HK Sales & Services Agreement number.

Step 4:

After the registration, your free PhoneCare Plus Handset Protection Plan policy will be emailed to you and the policy will take effect immediately.
What does the PhoneCare Plus Handset Protection Plan cover?
3HK customers can enjoy a free 12-month Handset Protection Plan when they subscribe or upgrade to a designated monthly plan with designated handsets and register the phone within 10 calendar days of purchase or upgrade (including the date of purchase or upgrade). During the protection period, if the covered handset is lost, stolen or damaged beyond repair, you can claim a one-time reimbursement of up to HK$5,0001 as the subsidy for a replacement handset2.

  • Accidental Loss: If you have lost your handset by accident, you can file a claim after the loss is reported to the closest local police in person within 24 hours.

  • Theft: If your handset is stolen, you can file a claim after the theft is reported to the closest local police in person within 24 hours.

    Note: Please submit your claim along with the police report or police statement showing loss item details (including brand name, model and IMEI number), the date, location and cause of the loss or theft.

  • Damage Beyond Repair: If your handset is damaged beyond repair, or the cost of repair is greater than the retail price of the covered handset, you can file a claim after a written confirmation issued by an authorised repair centre in Hong Kong of the designated handset brands is obtained.

    Note: Please submit your claim along with a written confirmation or quotation issued by an authorised repair centre in Hong Kong of the designated handset brands showing the IMEI Number, date of inspection and cause of damage of the covered handset.

  • Accidental Screen Damage: If you break your mobile screen by accident, you can file a claim along with the repair invoice and work authorisation document issued by an authorised repair centre in Hong Kong.

    Note: Please submit your claim along with a repair invoice and work authorisation document issued by an authorised repair centre in Hong Kong of the designated handset brands showing the IMEI number, model of the handset, date of repair, cause of damage and the repair cost of the covered handset.

1The reimbursement value towards replacement phone upon approval of claim is 50% of the original handset price, with a limit of HK$5,000. Original handset price refers to the retail price of the handset as shown in the registration form on the website at the time of registration.

2You must buy the replacement handset of the covered handset model from a designated reseller of 3HK, including 3shop, Fortress, Wilson, Broadway, Suning and Apple Store.

3The reimbursement value forrepair fees upon approval of claim is up to HK$500. The reimbursement for accidental screen damage will not be provided if you have received a reimbursement for accidental loss, damage beyond repair or theft.
How can I find the IMEI number of my mobile?
The IMEI number of your mobile can be found through the following ways:
  • Use your handset keypad and input “*#06#”, and then press “Send”
  • It is stated on the Sales and Service Agreement issued by 3HK
I am not the person who subscribed to the designated monthly plan with designated handsets with 3HK, can I still enroll in the PhoneCare Plus Handset Protection Plan?
Only the registered account holder named on the 3HK Sales & Services Agreement can enroll in the Handset Protection Plan.
I have lost my flyer provided by 3HK so that I am unable to register with the code, can you re-issue a new code?
The 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 designated online platform. Please visit the following website:
https://i.fwd.com.hk/phone-insurance/en/

About Claims

Where can I get a written confirmation or quotation so as to prove that my handset is damaged beyond repair, or the cost of repair is greater than the retail price of the covered handset?
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 so as to prove the cost of repair is greater than the retail price of the covered handset. You may call 3HK 24 hours Customer Service Hotline at 1033.
What is the maximum compensation of this PhoneCare Plus Handset Protection Plan?
During the protection period, if the covered handset is lost, stolen or damaged beyond repair, you can claim a one-time reimbursement of up to HK$5,0001 as the subsidy for a replacement handset2. If you accidentally break your mobile screen, you can also claim a one-time reimbursement of up to HK$5003 as the subsidy for repair fees.

1The reimbursement value towards replacement phone upon approval of claims is 50% of the original handset price, with a limit of HK$5,000. Original handset price refers to the retail price of the handset as shown in the registration form on this website.

2You must buy the replacement handset of the covered handset model from a designated reseller, including 3shop, Fortress, Wilson, Broadway, Suning and Apple Store.

3The reimbursement value for repair fees upon approval of claim is up to HK$500. The reimbursement for accidental screen damage will not be provided if you have received a reimbursement for accidental loss, damage beyond repair or theft.
If I need to replace my handset, can I replace with another handset model?
You must replace with the covered handset model.
How can I make a claim?
  1. Fill out the online claim form and upload the Sales and Services Agreement issued by 3 HK within 30 days of the occurrence of accidental loss, theft, damage beyond repair or accidental screen damage of the covered handset; and
    • For Accidental Loss or Stolen claims: A police report or police statement stating the loss item details (including brand name, model and IMEI number), the date, location and cause of loss. Such loss must be reported in person within 24 hours to the closest local police of the accidental loss or theft of the covered handset; or
    • For a Damaged Beyond Repair claim: A written confirmation or quotation (as the case may be) issued by an authorised repair centre in Hong Kong of the designated handset brands stating the IMEI number, date of inspection, cause of damage and the covered handset is beyond repair, or the cost of repair is greater than the retail price of the covered handset.
    • For an Accidental Screen Damage claim: A repair invoice and work authorisation document issued by an authorised repair centre in Hong Kong of the designated handset brand stating the IMEI number, model of the handset, date of repair , cause of damage and repair cost.
  2. For Accidental Loss, Stolen or Damaged Beyond Repair claims: FWD General Insurance Company Limited (“FWD GI”) will send you an email upon receipt of the claim confirming the reimbursement amount for a replacement handset to which you are entitled. Please purchase a replacement handset of the original handset model within 30 days from a designated reseller.*
    For an Accidental Screen Damage claim: FWD GI will send you an email upon receipt of the claim for acknowledgement.**
  3. For Accidental Loss, Stolen or Damaged Beyond Repair claims: Send us the purchase invoice of the replacement handset issued by a designated reseller together with the certificate number of your policy within 30 days of purchase via this email: 3HK.hk@fwd.com (the purchase invoice must show the covered handset model). Once the claim is approved, FWD GI will send the settlement cheque# within 10 working days to your correspondence address in Hong Kong.
    For an Accidental Screen Damage claim: Once the claim is approved, FWD GI will send the settlement cheque# within 10 working days to your correspondence address in Hong Kong.
*The reimbursement value towards replacement phone upon approval of claims is 50% of the original handset price, with a limit of HK$5,000. You are responsible for the outstanding amount of the replacement handset.
**The reimbursement value for mobile screen repair fees upon approval of claims is up to HK$500. The reimbursement for accidental screen damage will not be provided if you have received a reimbursement for accidental loss, damage beyond repair or theft.
#All settlement cheques will be issued in Hong Kong dollars and can only be deposited in banks located in Hong Kong.
I lost my 3HK Sales & Services Agreement, what can I do?
If you have lost the 3HK Sales & Services Agreement, please call 3HK 24 hours Customer Service Hotline at 1033.
How do you pay the compensation?
All compensation will be paid by cheque issued in Hong Kong dollars and can only be deposited in the banks located in Hong Kong.
Can I pick up the claim settlement cheque at your Insurance Solutions Centre?
No, the settlement cheque will only be sent via ordinary mail.
What are the major exclusions of this PhoneCare Plus Handset Protection Plan?
  • Damage which is not accidental in nature
  • Damage that does not affect the functionality of the covered mobile phone, e.g. scratches
  • Damage that is covered by warranties of the handset manufacturer
  • Damage due to gradual deterioration
For more details, please refer to the Policy Provisions.
Can I submit a claim by mail?
No, please submit your claim through the following website:
https://i.fwd.com.hk/phone-insurance/en/claim-online