Device Insurance

Subscription process and medium:

First and foremost, after unboxing the newly purchased device from GP retail stores or GP online shop, customer needs to download the “Altruist Secure BD” app from Play Store or App Store.
After successful installation of mobile App, user should fill up his mobile number for OTP verification. An OTP will be shared to authenticate the login.

This is the app outlook you will find in App Store and Play Store and OTP verification interface when we open the App.

User Registration Form: User has to provide the correct details such as-

• Full Name
• Email ID
• Mobile number (Auto fetched after OTP verification)
• National ID
• Father Name

After filling up the information user will see a button named Upload Invoice below the User’s information detail. Here user should upload the original invoice/cash memo in the app by clicking upload invoice button. When customer hit the upload invoice button, the phone camera will be on to take the image for the invoice. User needs to make sure that, the picture is well captured covering device brand, model, IMEI & MRP information clearly. 

After successful invoice upload, Altruist’s backend team will approve/reject the invoice as this is crucial to decide the Sum Insured value. If the purchase invoice is a valid invoice issued by eligible sales channel and all the required information is there, the invoice will be approved within few minutes. Otherwise, uploaded invoice will be rejected, and customer will not be able to proceed further for Insurance subscription.

User registration form and invoice upload option on the screen shown below-

After completion of user details input and purchase invoice uploading, the App will take permission to run the device’s Health Checking. After allowing user has to be attentive for any inputs to be required for this test as shown below-

User can monitor the success of each test as the result is displayed at same time. To be eligible for device insurance subscription, test rating outcome must be minimum 85%. User can perform this test once more by clicking on Test Again option. In health report “The tests which have failed are not covered under the protection plan”.

After successful test result, user has to pick another phone (2^nd phone) to take photo of IMEI of device to be insured. App will show a QR code to scan from another phone (2^nd phone). After QR code scan, a camera icon will come in 2^nd phone screen to capture IMEI on the 1^st phone’s (testing phone) IMEI screen. In 1^st phone (testing phone), App will request user to dial *#06# and take this picture from 2^nd phone. After clicking camera icon in 2^nd phone, camera will be opened to take picture of the 1^st phone (test phone) and upload.

After this, User should wait for the purchase invoice approval from Altruist team. Here IMEI matching will be done from the Invoice and shared IMEI scree (with *#06# dial).  Meanwhile user can check the status of Invoice Approval on the screen as below-

After invoice approval, App will display the various insurance plans with monthly/annual premium. User can choice any of the plan as per need and make the payment via bkash by clicking on Pay.

Bkash interface will come showing premium amount that will be charged from customer Bkash wallet. Now customer needs to input Bkash account number, OTP and PIN for payment. Customer must have sufficient balance in Bkash account for necessary payment.

When the payment is done, user is successfully subscribed on Altruist secure and can see the subscription Dashboard

Payment Status: User can keep a track of their payment history and upcoming payment.
Policy Certificates: Customer can see the policy certificates after uploading the ID proof and can download and print the certificate for preserve.
Profile management: User can verify their subscription and information details on this page.

Maximum Sum Insured value will be determined based on below table:

Depreciated Sum Insured Value [Maximum Insurance Coverage Value] at the time of claim will follow the below table:

Coverage Claim process against incident:

A customer can raise a claim via online portal/email/call:

1. Service request through the online portal - Visit Altruist’s website http://bd.altruistsecure.com and log in using your registered mobile number.
2. Service request by email - Send an email to bangladesh.cc@altruistsecure.com
3. Service request by using Customer Care Number 09612449966

A customer must claim within (7) days from the incident for any coverage and need to submit all the required documents to support the claim by fifteen (15) days from the incident to Insurer.

A customer needs to provide below mentioned information while raising a claim-

1. Mobile Number and National ID number.
2. Date of the incident.
3. Type of Claim (Damage/theft/lost).
4. Damage device pictures (front and back).
5. In case of theft customer must submit FIR copy from local police station.
6. In case of loss customer must submit the GD copy from local police station.
7. In case of Lost/Theft, SIM replacement copy which has been issued from GP Service point.

User will get updates on her/his claim via email and SMS or an executive from Altruist Technologies will call the user (if required).

For Repair claim, there is no limit on claim count in 1 year subject to consolidated value of repairs up to the depreciated Sum Insured value at the time of claim.

Before any claim can be settled, customer must pay the CCTC (10% of the claim amount) or 1000 taka whichever is lower.

Also, at the time of 1st Claim, customer must pay the full annual subscription fee [payment of rest of the month’s fee if a customer is enjoying monthly subscription fee payment facility] in advance.
For example, if a customer wants to place/submit his 1st Insurance claim due to any accident/s on 4th month from subscription, he needs to pay rest 8 months’ subscription fee in advance to clear the annual payment. As a result, that customer does not need to pay any subscription fee for rest of the coverage tenure. That means, if that customer needs to place/submit his 2nd Insurance coverage claim due to another accident/s on 6th month from subscription, he will not pay any subscription fee other than only CCTC part.

What would the maximum claim amount on different ages of device and subscription?
It will follow the below example:

No claim will be accepted during first 30 days after activation. Customer will be entitled for a claim from 31st day onwards. The initial 30 days of the active Service is considered as ‘Cooling Period’. Within the Cooling Period the purchaser cannot return the policy for whatever reasons.

Before you hand over your damaged smartphone to our courier for repairs, please ensure to:

1. Backup your files
2. Remove your SIM & other memory card
3. Unlink your phone from your e-mail, messengers, social media accounts, or anything else the phone may be connected to
4. Remove security locks
5. Place your smartphone in a logistic partner provided- bubble-wrap or other suitable packaging material and pack it in a sturdy box which offers great protection during transit.
6. Label the box clearly with your name and the information shared by Altruist secure via SMS (i.e. AWB number and Altruist address)

CCTC (Customer contribution to claim) is 10% of the claim value/repair value or 1000 taka whichever is lower. Customer must deposit the amount immediately post in principle approval directly to Altruist a/c via Bkash.

Altruist will take full responsibility of Device Insurance service and will manage entire value chain and customer journey.