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SmartSupport Home FAQ

General


1
What is SmartSupport Home?

SmartSupport Home offers a comprehensive tech support and protection for your home devices with the essential features. You and your Family Member(s) can enjoy the following:


Device Cover
^:  up to $5,000 coverage for Breakdown of your existing and new Eligible Devices for one single monthly premium, a coverage provided under a group Policy underwritten by Liberty Insurance Pte Ltd (Liberty).


In addition to Device Cover, SmartSupport Home also comes bundled with:


Security Advisor:

Safeguard your personal information by taking preventative actions against online data breaches


Tech Support

Resolve all your home device queries with our Home Specialists – whether it is device setup, troubleshooting support or Security Advisor related matters.


^ $20.18/month (inclusive of GST) is charged for Device Cover, which is also the premium that Liberty charges Starhub for each customer that is covered under the Policy. Liberty bears no liability for Tech Support and Security Advisor services. Please refer to the Coverage Summary and SmartSupport Home Terms & Conditions for details.


2
What do I get with SmartSupport Home?

Below is a summary of the SmartSupport Home benefits 

SmartSupport Home Benefits Table

Device Cover^
  • Breakdown coverage for the following categories of the Eligible Devices:

A. Desktop Computer, Laptop, Tablet, Television, Soundbar

B. Keyboard, Mouse, Monitor, Webcam, Router, Printer

  • Door to door pick up and return service via our authorised partners. If your Covered Device is beyond repair, a Replacement Device may be offered to you. 
  • Aggregate Claim Limit of up to $5,000 per rolling 12 months.
  • The Per Claim Limit Per Covered Device is set out for the following:

A. Capped at $1,500 per device

A deductible of $190 (or $210 for Apple devices) per Covered Device applies.

B. Capped at $600 per device

A deductible of $30 per Covered Device applies.

  • This coverage starts 31 days from the Start Date from application approval.
Tech Support
  • Unlimited support for the Insured plus up to 4 Family Members
Security Advisor
  • Access for the Insured plus up to 4 Family Members
  • Registered emails must be nominated by the Insured.


^
Limitations and exclusions apply, including Aggregate Claim Limit and Per Claim Limit Per Covered Device. If it is determined that the Covered Device is not suitable for repair or replacement, an electronic wallet credit will be issued for the Reimbursement Value. Please refer to the Coverage Summary and SmartSupport Home Terms Conditions for details.


3
What is Device Cover?

Device Cover provides coverage for Breakdown, which means the mechanical or electrical failure caused by defects in materials and/or workmanship, of the Covered Devices during the Coverage Period. Device Cover supports your Covered Devices with a door to door pick up and return service via our authorised partners. If your Covered Device is beyond repair, a Replacement Device may be offered to you. 

Limitations and exclusions apply, including Aggregate Claim Limit and Per Claim Limit Per Covered Device. Please refer to the Coverage Summary and SmartSupport Home Terms & Conditions  for details. 


4
What is Security Advisor and how do I access it?

SmartSupport Home also comes bundled with Security Advisor to help you detect and take preventive actions against online data breaches via Security Scan and Security Assessment. You can get personalised support from our Home Specialist anytime from 9am to 6pm daily to assist you with Security Advisor related queries. 

It will be activated upon the commencement of your Coverage. Simply use the registered email address to login to Security Advisor


5
What is Tech Support?

SmartSupport Home also comes bundled with Tech Support to give you instant access anytime to Home Specialists to assist you on device setup and troubleshoot device issues you may have.


6
How do I register other Family Members for Security Advisor and Tech Support?

You can register Security Advisor for up to 4 additional Family Members. Just login into your Security Advisor account to register the email addresses of your Family Members which will be used for Security Advisor scans. The registered Family Member can access to both Security Advisor and Tech Support using the registered email address.

Connect with our Home Specialists from 9am to 6pm daily via chat support here


7
What is the difference between SmartSupport Home and Extended Warranty?

 

SmartSupport Home1

Extended Warranty

What does it cover?

One single monthly premium $20.18 for unlimited no. of Eligible Devices for Breakdown insurance2; covers the repair costs or, if unrepairable, a Replacement Device

Mostly repair service. May or may not offer replacement. 
One warranty per device. 

What is covered?

Existing and new Eligible Devices 

New devices only  

When can you apply?

Enrolment anytime
Eligibility applies

At the point of device purchase 

Is there a minimum term?

No minimum term, 
Monthly premium charged 

Full term fees (1, 2, 3 or 4 years) charged  

How is it supported?

Complimentary pick-up and delivery service 
Tech Support

Walk-in. No pick-up and delivery service 

Add-ons

Tech Support

Security Advisor3 

None 


Limitations and exclusions apply, including Aggregate Claim Limit and Per Claim Limit. If it is determined that the Covered Device is not suitable for repair or replacement, an electronic wallet credit will be issued for the Reimbursement Value.

2 $20.18/month (inclusive of GST) is charged for Device Cover, which is also the premium that Liberty charges StarHub for each customer that is covered under the Policy.

3 Liberty bears no liability for the Tech Support and Security Advisor services.


8
How do I get assistance or submit feedback?

You can reach our Home Specialists for

  • General inquiries and claims matters: 9 am to 6 pm, Mon – Fri
  • Tech Support and Security Advisor related matters: 9 am – 6 pm daily. 


If you are a non SmartSupport Home customer, you may use the Contact Us form which can be found here.

How to Apply


1
Who is eligible for SmartSupport Home?

You can apply for SmartSupport Home if you are

  • a Singapore citizen, permanent resident or foreigner with work pass;
  • are at least 18 years old;
  • and have an active Data Service from StarHub (i.e. personal StarHub mobile or broadband subscription) with a registered residential address, provided that your enrolment with SmartSupport Home has not been terminated in the past 12 months.

2
Can I apply for more than one active SmartSupport Home account?

Application for SmartSupport Home is limited to one active SmartSupport Home registration per eligible StarHub subscriber.


3
I have just applied for SmartSupport Home. How will I know if my application is successful?

You will receive an SMS notification as well as via your registered email with notice of Coverage commencement together with the Terms and Conditions and Insured Schedule if your application is successful.


4
Can I choose how long I would like to be covered?

Coverage is on a pay-as-you-go basis. You will be covered by SmartSupport Home as long as you have an active monthly subscription to this service.


5
How will I be billed for SmartSupport Home?

 SmartSupport Home will be billed and payable through your StarHub account. 


6
What is the price of SmartSupport Home?

You will be charged at $20.18/month (inclusive of GST) for SmartSupport Home, which is also the premium that Liberty charges StarHub for each customer that is covered under the Policy for Device Cover

 Claims


1
How do I file a claim?

You can file your claim via the online portal in 3 easy steps:

1. Register your Eligible Device.

If your device is already registered, simply select the Covered Device.

2. Schedule for pickup of your Covered Device.

3. Provide payment details for deductible.

Do note that you can only file a claim 31 days from your Start Date.


2
Do I have to register the Eligible Device at the start of coverage?

It is not mandatory to do so. If you have recently purchased your Eligible Device, you can register the device as a Covered Device and upload the purchase receipt for the device to enjoy a smooth, hassle-free claim experience.


3
Do I need to provide proof of purchase or ownership for the Eligible Devices?

You may be asked to provide supporting document on the purchase price and/or ownership. We encourage you to keep the receipts or register all of your Eligible Device as  Covered Devices with the receipts for a smooth claim experience.


4
How do I know if my device is eligible for coverage?

To be eligible, your device must not be an Excluded Device. Excluded Devices are devices which:

  • do not have WiFi and/or Bluetooth connectivity;
  • are brands which are not launched in Singapore;
  • were not purchased in Singapore;
  • do not have a serial number or have an altered serial number;
  • have reached its end of life or support as determined by the original equipment manufacturer;
  • are Specific Excluded Devices;
  • are used for commercial purposes

Please note that mobile phones are not eligible for coverage as they are Specific Excluded Devices.


5
I just purchased a new device. Can I add that into my device coverage?

Yes, there is no limit to the number of Eligible Devices which can be covered. You can register your device as Covered Device anytime via the portal https://smartsupporthome.asurion.com as long it is an Eligible Device.


6
How long does it take for my claim to be processed?

It will take 1 business day to assess your claim admissibility and upon confirmation of the acceptance of the resolution, it may take up to 10 business days to process your claim. You will receive email notification on your claim status. 


7
Is there a limit on the number of claims I can file?

There is no limit on the number of claims you can file. However, an Aggregate Claim Limit of $5,000 applies per rolling 12 months.  Depending on the groups of Covered Device, a Per Claim Limit per Covered Device of $600 or $1,500 is also applicable.


8
How do I track the status of my claim?

You may login to the SmartSupport Home portal to track the status of your claim. You will also receive email and/or SMS updates during the claim process. If you did not receive any email update, please check the spam folder in your email account.


9
I have filed my claim, so what do I do next?

You will receive updates on your claim status within 2 business day and your device will be picked up as scheduled. Depending on the type of Covered Device, you may be asked to

1. Disable any personal lock and security feature

2. Delete all data from the device and perform a factory reset

It is important that you complete the steps above prior to the arrival of the courier The courier solely performs a pick-up service and will not be able to accommodate for additional waiting time if the device is not ready.  


10
Do I need to be home for pick-up and delivery of device?

Yes. You will need to provide verification of your identity in person during the device pickup or delivery.


11
Can I reschedule my pick-up or return service?

You can reschedule your pick-up or return timing if it is made one business day before the original schedule. Simply click here to do so.


12
Can I terminate SmartSupport Home anytime?

You can cancel the Coverage at any time. Just send us a message on Facebook or WhatsApp

For more details, please refer to StarHub Consumer General Terms and Conditions.


13
I have terminated my SmartSupport Home previously. Can I apply for SmartSupport Home again?

We are sorry to see you go. Do note that upon termination of your SmartSupport Home Coverage, you will not be able to apply again within the next 12 months.