Claim Guidelines

You should do all you reasonably can to protect your vehicle from further damage. We will not pay for repairs that are necessary because you have not looked after your vehicle properly.
You must report a fault to our Claims Department as soon as practicable and in any case within 7 days. Any failure to notify our Claims Department may result in any future claim being rejected. Once you have spoken to our Claims Department, they will tell you where your nearest network garage is. You can’t use a different garage if you prefer, but if you use one of our network garages, we will be able to pay the repairer direct. This will speed up and simplify the claims process as you will not need to pay the garage and then claim the payment back from us. Also, you will not have to pay towards labour costs.
If you make a claim, you will need to provide proof that you have had the vehicle serviced regularly, and your latest WS certificate/booklet. If you use one of our network garages, they will be able to check these for you. If you prefer, you can take your vehicle to any other WS registered garage.

You must take with you the following documents:
• This program booklet and the program schedule.
• Proof that you have had the vehicle serviced regularly (last service invoice) and your latest WS booklet.
• The claim form with details of the breakdown filled in as far as possible.
Once the repairs have been completed, we will pay the garage if it is one of our network garages.
The garage will find the cause of the breakdown and check that this policy covers the parts directly causing the breakdown.

The garage will be responsible for phoning the administrator’s claims department on 1300 800 833 to agree the cost of repair, or by putting a job request through to us using E-mail. They will start the agreed repairs once we instruct them to.

The claims department has the right to examine the vehicle and to ask an independent expert to assess the breakdown before the garage can start any repairs. We can take your vehicle to one of our approved garages for repair work if we feel this is appropriate. The garage must not start any repairs until the administrator’s claims department have authorized the repair on your policy and agreed the cost.

Should you decide to give permission to the Repairer to commence work on your vehicle without authorization from the Claims Department, you do so in the knowledge that we reserve the right not to meet your claim due to the fact that you have denied us the opportunity to inspect your vehicle and the failure.
Only if agreed by us on performing repairs in other non WS-registered workshop. You should send us the filled-in claim form, paid invoice and any supporting documents (this may include your WS certificate document and proof of regular services).We will pay your claim as soon as we receive your claim form as long as this has been filled in correctly. We will then issue a replacement claim form and return your supporting documents to you. If you need extra claim forms, you can download one direct from our website www.warrantysmart.com.my or simply phone on 1300 800 833 (make sure you have your policy details with you when you call).

The administrator’s claims department must receive your claim within 30 days of the repairs being completed. If we receive your claim after this, we will review the reason for the delay and decide whether to accept the claim.

Complain Procedure

If you have a complaint about any of our services, please let us know so that we have the opportunity to investigate the problem and put things right. You should first send your Complaint to:

Customer Service Department
Jalan 17/56, Section 17
46400 Petaling Jaya,
Selangor Darul Ehsan

If you are still not satisfied, we will tell you about our procedures and all relevant contact details during each stage of your complaint.
A complaint handler will investigate your complaint. They will not have been directly involved in the issue you are complaining about.
We will usually acknowledge your complaint in writing on the same day, but in any case within five working days. Our acknowledgement will also include the relevant complaint handler’s details and a copy of our procedures. If we need to ask you for more information, we will tell you why this is necessary. We will return your phone calls within two working days. We will give you a clear written explanation for our action. If we need to pay any undisputed amount due under the policy, we will do this quickly and this will not affect your complaint. If we need to take action to settle the problem, we will tell you what action we will take and keep you up to date with any developments. Within four weeks of receiving your complaint, we will send you: – a final response; or – a holding response, which will explain why we cannot yet settle your complaint, and will give you a date by which we will contact you again. You will receive a final response or another holding response within eight weeks of the date we received your complaint. When we issue our final response, we will give you written details of the next stage of our complaints procedure.

Cancellation

Once The Program Is Activated, It Has No Refundable And Non Transferable To Another Vehicle. (Transfer To New Owner With The Same Vehicle Is Subject To Approval From The Management Of Warranty Smart Sdn Bhd)

**Only the components originally fitted as standard by the manufacturer are covered unless agreed in writing by us.

What Is Not Covered?

We will not pay for repairing or replacing any excluded parts or any parts that are not listed in the covered item of parts. Also, we will not pay for costs caused by, arising from, or connected with, the following.

1. The excess that applies to your program as shown in your schedule. (The excess is the first part of each claim which you must pay.)
2. Within the first 7 days of your program starting (unless it is a renewal) we will not cover:

– the breakdown of any covered part if this is caused mainly or completely by wear and tear; – damage to any covered part if this is caused by the breakdown of an excluded part if this is caused mainly or completely by wear and tear.

1. Breakdown or damage caused by someone using incorrect fuel, oil, lubricant, coolant or other fluid.
2. Vehicles that are or have been used for:

– competitive purposes including rallying, racing, time trial and pacemaking; – vehicles that have been used for hire or reward, as a taxi, by a driving school or for commercial delivery purposes such as despatch or delivery courier; or – vehicles that are used off-road.

1. Any loss or damage caused by a traffic accident, accidental damage, theft or attempted theft, the vehicle not being used properly, or any act which is willful, against the law or negligent.
2. Any loss arising from you not having the vehicle serviced in line with the conditions of this program, or you not maintaining the vehicle properly as set out in your servicing handbook.
3. Any loss where the mileometer has been fraudulently tampered with, altered or disconnected.
4. Repairing or replacing parts which have not suffered a breakdown, unless such repairing or replacement is necessary or incidental to any breakdown or damage of any other covered part.
5. The cost of any work (labour & product) not associated with a valid claim.
6. Any repair or replacement, loss or damage or liability, which is covered by any other warranty or guarantee or goodwill settlement or repair, or any form faulty design or faults which mean that the manufacturer needs to recall parts, or any manufacturer modifications.
7. We will not pay for any losses which are not directly covered by the terms and conditions of this policy.
8. Any external oil leaks other than those oil leaks that are specifically covered.
9. Vehicle must be serviced on time as stated on the booklet and not exceeding more then 250km. If fail to do so, warranty program will be void and no refund will be given.
10. Breakdown or damage to parts (whether insured or not) caused by frost, water, freezing liquids, carbon build up, corrosion, oxidization, blockages, contaminants building up, sludge or silt, or other waste matter that has prevented the parts from working properly.
11. Breakdown (including repeat repairs) or damage caused by poor workmanship or faulty parts.
12. Repairing or replacing parts which we believe were faulty or could have been identified by a suitably qualified engineer as being faulty before this policy started.
13. Routine adjustments and service items including (but not limited to) the distributor cap, the rotor arm, the condenser, points, high tension leads, spark plugs, wiper blades, filter parts, bulbs, belts, antifreeze, fluids, grease, fuel or oils, brake shoes, drums, discs and pads.
14. Burnt or worn-out clutch parts, and the build-up of carbon deposits (including burnt or carbonized valves and removing carbon deposits).
15. Any faults, damage or loss arising from errors, viruses, omissions or faults in any application or systems software.
16. Alterations, repairs, modifications or replacements that are necessary because the vehicle’s operating system has failed to recognize any date change.
17. Vehicles which are owned, temporarily or permanently, by a business set up to sell or service motor vehicles.
18. Any liability for death, bodily injury or damage to other property or to other parts of the insured vehicle, or any loss arising directly or indirectly from a breakdown.
19. Loss of, destruction of, or damage to any property (or any loss, expense or legal liability this leads to) caused by or contributed to by ionizing radiation or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the burning of nuclear fuel.
20. Any explosive, nuclear assembly or nuclear part.
21. Loss, destruction or damage arising from pressure waves caused by aircraft travelling.
22. Any modifications, system updates or recalls.
23. Failure of any covered part (or parts) which a qualified engineer appointed by us, believes has been aggravated due to the vehicle being driven on after the fault was more than likely to have been apparent to the driver. In such cases we will only be liable for the reasonable repair costs the engineer believes would have resulted if the vehicle had been stopped at the earliest opportunity.