GUIDE

Before Login & Sign Up

 What You Can Do Before Sign Up or Login to Etiqa+ App

Without Login/Sign Up
Use Auto Assist Care Button
• You may request for immediate assistance for towing or other
emergency assistance
• You may filled in required details such as your location and vehicle
type
• You also able to locate our nearest panel for further assistance
What You Can Do Before Sign Up or Login to Etiqa+ App

Without Login/Sign Up
Use Auto Assist Care Button

• You may choose the service type based

on their issues
• You may need to fill in all required details
as shown in image attached
• You may verify all the details and tap on
button “Yes, let’s proceed’
• Your request will be directly sent to
respective team for their further action
What You Can Do Before Sign Up or Login to Etiqa+ App

Without Login/Sign Up
Schedule a Service Appointment
 You may request to schedule a Service
Appointment for their policy
 You required to fill in the contact
details such as First Name, Last Name,
Email and Phone Number
 Fill in the policy/certificate details such
as Type of Insurance and Purpose of
the Visit
 You may filled in the details based on
their needs
What You Can Do Before Sign Up or Login to Etiqa+ App

Without Login/Sign Up
Schedule a Service Appointment
 You may filled in the Appointment Details
that contains of location of the
Appointment will held and Appointment
Type
 You may filled in the Appointment Date
and Appointment Time
 You will directed to Summary of the
Service Appointment and may tap on
“Confirm Appointment”
 Message “Your Booking is Confirmed” will
popup to indicate that your booking is
successful
What You Can Do Before Sign Up or Login to Etiqa+ App

Without Login/Sign Up
List of Etiqa products to buy
• For customers who intend to buy our
various insurance products online, they
can tap on the "Buy" button.
• It will show a list of various insurance
products that customers can choose from
based on their preferences and needs.
• E.g., A customer may tap on Travel
Product if they intend to buy Travel
products, and it will take the customer to
the Etiqa website for further steps.
• The customer may follow the steps to fill
in all the details on the website to
purchase travel products.
What You Can Do Before Sign Up or Login to Etiqa+ App

Without Login/Sign Up
Overseas Admission
• Tap on Overseas Admission
Assistance for Trip Care 360 GL
Request:
• Send an email for a callback by the
Travel Assistance team to call the
customer back.
What You Can Do Before Sign Up or Login to Etiqa+ App

Without Login/Sign Up
Overseas Admission
• Tap on Overseas Admission
Assistance for Trip Care 360 GL
Request:
• Contact Travel Assistance team to
request for travel assistance.
What You Can Do Before Sign Up or Login to Etiqa+ App

Without Login/Sign Up

Multiple Customer Touchpoints

• Tap on the Help button.
• It will bring you to the Help Centre page, and at this page, you are
able to choose the assistance type that you require.
• For Emergency Support, you can tap on the button Auto Assist
Care or Overseas Admission.

Use Auto Assist Care Button

• You may request for immediate assistance for towing or
other emergency assistance
• You may filled in required details such as your location and
vehicle type
• You also able to locate our nearest panel for further
assistance
What You Can Do Before Sign Up or Login to Etiqa+ App

Without Login/Sign Up

Use Auto Assist Care Button

• You may choose the service type based on

their issues
• You may need to fill in all required details
as shown in image attached
• You may verify all the details and tap on
button “Yes, let’s proceed’
• Your request will be directly sent to
respective team for their further action
What You Can Do Before Sign Up or Login to Etiqa+ App

Without Login/Sign Up

Multiple Customer Touchpoints

• Tap on the Help button.
• It will bring you to the Help Centre page, and at this page, you
are able to choose the assistance type that you require.
• For Emergency Support, you can tap on the button Auto
Assist Care or Overseas Admission.

Use Overseas Admission

• Tap on Overseas Admission Assistance for Trip Care 360 GL
Request:
• Send an email for a callback by the Travel Assistance team to
call the customer back.
What You Can Do Before Sign Up or Login to Etiqa+ App

Without Login/Sign Up

Overseas Admission
• Tap on Overseas Admission Assistance for
Trip Care 360 GL Request:
• Send an email for a callback by the Travel
Assistance team to call the customer back.
What You Can Do Before Sign Up or Login to Etiqa+ App

Without Login/Sign Up

Overseas Admission
• Tap on Overseas Admission Assistance for
Trip Care 360 GL Request:
• Send an email for a callback by the Travel
Assistance team to call the customer back.
What You Can Do Before Sign Up or Login to Etiqa+ App

Without Login/Sign Up

Multiple Customer Touchpoints

• Tap on the Help button.
• For General support, you can choose to:
 Call our Call Center at 1300-13-8888.
 Email us at [email protected] for further
assistance based on your issues.
 Or chat with us at Etiqa Live Chat for real-time
assistance.
• For Other Services:
 You can tap on "Check Appointment Status" to view
your past and upcoming appointments.
 Aside from that, you can also tap on the "Etiqa
Healthcare" button to call Etiqa Healthcare at 1800-88-
9998 for guarantee letter-related issues.
What You Can Do Before Sign Up or Login to Etiqa+ App

Without Login/Sign Up

Multiple Customer Touchpoints

• Tap on the Help button.
• For General support, you can choose to:
 Call our Call Center at 1300-13-8888.
What You Can Do Before Sign Up or Login to Etiqa+ App

Without Login/Sign Up

Multiple Customer Touchpoints

• Tap on the Help button.
• For General support, you can choose to:
 Email us at [email protected] for further
assistance based on your issues.
What You Can Do Before Sign Up or Login to Etiqa+ App

Without Login/Sign Up

Multiple Customer Touchpoints

• Tap on the Help button.
• For General support, you can choose to:
 Or chat with us at Etiqa Live Chat for real-time
assistance.
What You Can Do Before Sign Up or Login to Etiqa+ App

Without Login/Sign Up

Multiple Customer Touchpoints

• Tap on the Help button.
• For Other Services:
 You can tap on "Check Appointment Status" to view
your past and upcoming appointments.
 Aside from that, you can also tap on the "Etiqa
Healthcare" button to call Etiqa Healthcare at 1800-88-
9998 for guarantee letter-related issues.
 What You Can Do Before Sign Up or Login to Etiqa+ App

Without Login/Sign Up

• For Other Services:

 You can tap on "Check Appointment
Status" to view your past and
upcoming appointments.
Use Schedule A Service Appointment
 You may request to schedule a Service
Appointment for their policy
 You required to fill in the contact details
such as First Name, Last Name, Email and
Phone Number
 Fill in the policy/certificate details such as
Type of Insurance and Purpose of the Visit
 You may filled in the details based on their
needs
What You Can Do Before Sign Up or Login to Etiqa+ App

Without Login/Sign Up

• For Other Services:

 Aside from that, you can also tap on the
"Etiqa Healthcare" button to call Etiqa
Healthcare at 1800-88-9998 for guarantee
letter-related issues.
Sign Up
First time login to Etiqa+ App

Step 1

• Download the Etiqa+ from the App Store,

Play Store, or Huawei App Gallery.
• In order to Log in or Sign Up, you may tap
the Log in now button.
• It will direct you to the Login page, and you
may login if you have already registered for
the Etiqa+ App.
• If you are a first-time user, you are required
to tap on Create an account.
 First time login to Etiqa+ App

Step 1

• If your are new user to Etiqa+ App,

you may create a new account and
are required to fill in the required
details, such as ID type, NRIC
number, mobile number, and email
address.
• Once done, you may tick the
consent statement and tap the
Register button.
• An OTP code will be sent to your
mobile number. Key in the OTP to
verify it.
• You will be directed to setup your
new login credentials i.e. Username,
Password and also Secret Word.
• Once you tap on the confirm button,
you will be directed to the next page
and message “Account created.
Verify your email or log in now” will
be shown. You may proceed to tap
on the Login button to login Etiqa+
 First time login to Etiqa+ App

Step 2

• If you are existing Smile or CWP

user, you will encountered the
screen as shown upon you try to
create a new account
• You may tap on the “Proceed”
button and it will navigate you to
validate the user by sending the OTP
and you may tap on the Verify
button
• You may need to setup your new
login credentials i.e. Username,
Password and the Secret Word.
• Once you tap on the Confirm button,
prompt message indicate you have
successfully created the account.
You may proceed to login Etiqa+ App
as existing user.
 First time login to Etiqa+ App

Step 3

• A message appeared: "Account created.

Verify your email or log in now" will be
shown, and you may tap on Login to
proceed to log in to the Etiqa+ App as
existing user .
• You may proceed to login to the Etiqa+
App to further explore and navigate
around your policy or any feature there.
User’s Profile
User’s Profile

• You can view your details by tapping on

the Profile at the bottom right of the
app.
• You will see various general types, as
shown in the image.
• On the Edit Your Profile page, you are
only able to edit your username.
• Aside from that, if you need to edit the
details, you may email the request to
[email protected]. The
team will assist further with your
request.
My Policy/Certificate
My Policy/Certificate Module

Policy Category
 You may tap on “My Policy/Certificate”
at the above of the app page or “My
Policy” at below of the page and it will
direct you to view their Individual or
Mutiara policy
 Once you directed to the My Policy, they
will see a few of policy category at the
top of the App page such as Vehicle,
Life/Family/Medical, Personal Accident,
Travel and Others
 E.g., For those customer who have
Vehicle policy, they may tap on the
Vehicle part and it will show list of your
Active or Expired policy there
 If you have Drive Less Save More
coverage, you also able to see the
coverage below of your policy
 You may refer image shown for further
reference.
My Policy/Certificate Module

 For those customer who have

Life/Family/Medical policy, they may tap
on the Life/Family/Medical part and it will
show list of your Active or Expired policy
there.
 Customer also can tap the arrow and it
will navigate to your policy details
 Customer able to view your policy details
at this page .
 If you intend to renew your expiry policy,
you may tap on “Pay” and it will directed
you to the website for further steps.
 The "Pay" button will reflect 2 days after the
due date of your policy until day 55.
 Customer may select payment mode by
using credit/debit card.
My Policy/Certificate Module

 Customer may select payment mode by

using e-wallet.
 Type of e-wallet that can be use are
either Grab Pay, Touch n Go or Boost
My Policy/Certificate Module

 For those customer who have Personal Accident

policy, they may tap on the Personal Accident
part and it will show list of your Active or Expired
policy there
 You will see the product name, start and expiry
date and also your policy number
 Customer also can tap the arrow and it will
navigate to your policy details
 Customer able to view your policy details at this
page.
My Policy/Certificate Module

 For those customer who have Travel policy, they may

tap on the Travel part and it will show list of your
Active or Expired policy there
 You will see the product name, start and expiry date
and also your policy number
 Customer also can tap the arrow and it will navigate
to your policy details
 Customer able to view your policy details at this
page.
 If customer intend to do submission for Travel, they
can submit their claim thru Whatsapp as shown in
the image.
My Policy/Certifcate Module

 For Others policy, they may tap on the Others

part and it will show list of your Active or Expired
policy there.
 You will see the product name, start and expiry
date and also your policy number.
 Customer also can tap the arrow and it will
navigate to your policy details.
 Customer able to view your policy details at this
page.
Drive Less Save More
My Policy Module - Drive Less Save More

Activation – Real Time Camera

Introduction
o Drive Less Save More add on is our new add-on
benefit to Private Car user that provide support to
people who are driving less

o In order to receive the cash rebate, user is encourage

to Activate this new benefit and subsequently submit
odometer value for next month until nearest expiry of
your policy

• Example provided is submission using snap real time

picture using camera. You also can subsequently
submit your odometer value using this method
• Below is step on how to Activate your Drive Less Save
More benefit via Etiqa+ App using real time camera:

Step 1
 Tap ‘Active Plans/My Policy’ to view your Motor
policies with the Drive Less Save More add –on
Step 2
 Tap ‘Activate’ to proceed with the activation process
My Policy Module - Drive Less Save More

Activation – Real Time Camera

Step 3
 Details about the Drive Less Save More add -on will
be shown on the screen. Tap ‘Activate Now’ to
proceed

Step 4
 Fill in the required information and tap ‘Take photo
now’ to proceed. Kindly ensure to keyed-in the
correct odometer value before proceed to the next
step
My Policy Module - Drive Less Save More

Drive
Activation LessTime
– Real SaveCamera
More

Step 5
 Instructions on how to take the photo will be
shown on the screen. Tap ‘Continue’ to proceed

Step 6
 Align your camera and tap on the capture
button
My Policy Module - Drive Less Save More

Activation – Real Time Camera

Step 7
 Tap ‘Continue’ to proceed to take a photo of
your car’s front view and plate number

Step 8
 Align your camera and tap on the capture
button
My Policy Module - Drive Less Save More

Activation – Real Time Camera

Step 9
 Validation of the images is in process and you may for a while
My Policy Module - Drive Less Save More

Activation – Real Time Camera

Step 10
 Review your submission, fill in your
bank account details (policy
holder) and tap on the agreement
checkbox before tapping ‘Submit ’

Step 11
 Application complete. Tap ‘Done’
My Policy Module - Drive Less Save More

Activation – Real Time Camera

Step 12
 You will see the status of your
Activation submission and also the
remaining day for upcoming
submission
My Policy Module - Drive Less Save More

Rebate – Manual Gallery Upload

• Example provided is submission using manual picture

upload using gallery. You also can subsequently submit
your odometer value using this method if you face any
difficulties in uploading your photo using real time
camera.
• Below is step on how to Submit your Drive Less Save
More benefit via Etiqa+ App using manual picture
upload thru gallery:

Step 1
 Tap ‘Active Plans/My Policy’ to view your Motor
policies with the Drive Less Save More add –on
Step 2
 Navigate on the screen to search for ‘Submit Now’
button and tapn to proceed with the rebate submission
process
My Policy Module - Drive Less Save More

Rebate – Manual Gallery Upload

Step 3
 Details about the Drive Less Save More add -on will
be shown on the screen. Tap ‘Submit Now’ to
proceed

Step 4
 Fill in the required information and tap ‘Having
issues taking a photo now?’. Kindly ensure to
keyed-in the correct odometer value before
proceed to the next step
My Policy Module - Drive Less Save More

Rebate – Manual Gallery Upload

Step 5
 Select the relevant issue and tap ‘Proceed to
upload photo ’

Step 6
 Tap ‘Upload’
My Policy Module - Drive Less Save More

Rebate – Manual Gallery Upload

Step 7
 Select the source

Step 8
 Select the relevant photo(s) and tap ‘Next’
to proceed
My Policy Module - Drive Less Save More

Rebate – Manual Gallery Upload

Step 7
 Upload your odometer image using gallery
and tap ‘Proceed’ to upload next image

Step 8
 Upload your front car plate image using
gallery and tap on ‘Proceed’
My Policy Module - Drive Less Save More

Rebate – Manual Gallery Upload

Step 7
 Validation of the images is in process and you
may for a while

Step 8
 Review your submission and tap on the
agreement checkbox before tapping ‘Submit ’
My Policy Module - Drive Less Save More

Rebate – Manual Gallery Upload

Step 10
 Review your submission and tap
on the agreement checkbox
before tapping ‘Submit ’

Step 11
 Application complete. Tap ‘Done’

Step 12
 You will see the rebate status
either your rebate is successful or
not
Healthcare Module
Healthcare Module

Step 1

• Access the Healthcare Module if you intend to view

your Healthcare policy.
• If you do not have any Group Life/Group Family
Takaful policy with Etiqa or are not Maybank or
Etiqa staff, you will encounter the message: "We
could not find your policy."
• Aside from that, if you have keyed in the wrong
NRIC or passport number, you may be unable to
view the policy in the Healthcare module too.
• You may sent an email to
[email protected] for their further
assistance and checking
Healthcare Module

Step 2

• You will see your policy details in the healthcare

module.
• E.g., The image shown is coverage for Maybank
Group employees.
• To navigate further, you may tap on the arrow,
and it will show your coverage details and your
dependent.
• In this module, you will learn about various
services that you can use, such as Request
Outpatient GL, View Guarantee Letter, View All
Claims, Big Pharmacy, Medical Panel Search,
Panel Scan & Register, Wellness, Doctor On Call,
and the Hospital Admission Guide.
Healthcare Module

1. RequestStep 2
Outpatient GL

Below are steps on how to

Request Outpatient GL through
the Etiqa+ App:

• Tap on Request Outpatient GL

• Fill in all the required details, which are
Diagnosis/Symptom, hospital, and
Physician name, and click Next.
• Upload required Referral letter, fill in
any remarks, if any, and click Next.
Healthcare Module

Step
1. Request 2
Outpatient GL

Below is step on how to Request

Outpatient GL thru Etiqa+ App

 Review and verify information

provided is correctly keyed-in and click
Submit

 You may tap on “<-” if you wish to

amend your details

 Popup screen will appear indicate that

“Your GL Request has been submitted”
Healthcare Module

Step
2. View GL 2
Status

 You can view the submitted GL either

Outpatient/Inpatient by tap on View
Guarantee Letter button and it will
directed you to the Guarantee Letter
page
 If you intend to view Outpatient
Specialist, may tap on it and your current
and previous GL will be shown there.
 If your GL is related to your dependent,
you may tap any name at the above of
the page
 If you intend to view Inpatient GL, may
tap on it and your current and previous
GL will be shown there.
Healthcare Module

Step 2
3. View Claims

 You may view the submitted claims

either under Reimbursement, GP or
Pharmacy
 It will show the event date and also
status of the claim
Healthcare Module

Step 2
4. Big Pharmacy

• If you are Maybank/Etiqa staff or a group

policy holder, you are able to use the "Big
Pharmacy" module.
• You may tap on the icon, and it will direct
you to the next page that shows the
user’s details.
• You may choose which coverage to claim
by tapping on the box as shown in the
image.
• It will bring you to the selected person
you can claim for, and you may choose
whom you want to claim for.
Healthcare Module

Step 2
4. Big Pharmacy

• In the Big Pharmacy module, there are

several types of services that you can use.
• E.g., You can have an e-Doctor
Consultation, which is an online
consultation with a doctor regarding your
illness.
• You can also make an appointment to
consult with the doctor.
• Aside from that, you can also refill your
medication under this module.
• The pharmacists will review and approve
your medication request first, and after that,
you will be able to choose delivery or pickup
for your medication refill.
Healthcare Module

Step 2
4. Big Pharmacy

• The next service in this module is

Prescription History, where you are able to
see your previous prescription and latest
prescription.
• This prescription has been consulted by
your online doctor upon your E-Doctor
Consultation.
• Aside from that, you are also able to view
available Big Pharmacy stores by tapping
on "Locate Store," which will show you
several stores that they have.
Healthcare Module

Step 2
4. Big Pharmacy

• The next service in this module is

Address Book, where you can add your
new address or confirm your address
for them to deliver your medication.
• Next, on the Appointment page, you
can view any of your upcoming
appointments.
Healthcare Module

Step 2
4. Big Pharmacy

• The next service is Exclusive Deals,

where you can view any deals on the
Big Pharmacy website.
• You can choose the product you want
and buy it through this website.
• The last one is for Big Pharmacy
support.
• If you have any inquiries or issues, you
may liaise with the Support team
directly.
• You can also give your rating
pertaining to their service towards
you.
Healthcare Module

Step 2
5. Medical Panel Search

• You may search for any nearest panel

providers by turning on your location.
• It will show the clinic and hospital
details.
Healthcare Module

Step 2
6. Panel Scan & Register

• This feature allows you to Scan and

Register your details upon your visit to
the Panel Clinic.
• Tap on the "Panel Scan & Register"
icon, and you will be directed to
Member Selection.
• Choose the selected member list you
intend to scan, and it will direct you to
scan the QR code.
• It will bring you to the next step for
registration.
Healthcare Module

Step 2
7. Wellness Module

The Wellness Module is

currently available for
Maybank and Etiqa staff only

• The wellness module will show

participants Daily Steps and sleeps.
• Participants must sync their wearable
to their Health App and connect to
the Etiqa+ App.
• You can see how many steps and
sleep hours you need to achieve, as
shown in the image.
Healthcare Module

Step 2
8. Doctor On Call

Doctor On Call Module is

currently available for Maybank,
Etiqa and certain Corporate
Client staff

• The Doctor On Call module will

connects to the Doctor On Call
whatsapp
• Participants will be able to request for :
1. Consultation with a Doctor
2. Purchase Medicines or
Supplements
3. Speak with a Concierge Staff
Healthcare Module

Step 2
9. Hospital Admission Guide

• On the below page of the module, you

can also view the video regarding the
hospital admission guide.
• The video will guide you through the
Hospital admission and discharge
processes.
 Claims Module
1. Hospital & Clinic Bill Claim
2. Hospital Allowance Claim
3. Death Claim
Claims Module: Hospital & Clinic Bill
For Group Life & Group Family Takaful products and Maybank/Etiqa staff
Step 1: Tap on the "Claims" module at the Etiqa+ homepage.
Step 2: Tap on ‘Hospital & Clinic Bill Claim’ and you will encounter a popup note on how to strike through "Submitted to Etiqa".

Tap this

69
Claims Module: Hospital & Clinic Bill
Step 3: Select the policy or certificate under which you wish to claim your hospital and clinic bill.

Step 4: Select the person that you wish to claim for.

 The covered person that is

insured under the selected
• The list of eligible policies
policy or certificate will be
or certificates will be
displayed.
displayed.
 If the policy or certificate
• Tap on the policy or
covers the family, the list of
certificate and then on
dependents will appear. The
‘Continue’ to proceed.
covered person can be one of
the following:
• Spouse
• Children
 Tap on the selected covered
person(s), and then on
‘Continue.

70
Claims Module: Hospital & Clinic Bill

Step 5: Provide the following claim

details:

 Claim for
 Date of event
 Provider (Non Panel @ Panel
 Provider Name (if applicable)
 Diagnosis
 Bill & Bank Details
 Verify your contact details
 Click “Continue”

71
Claims Module: Hospital & Clinic Bill

You have two source to choose. You can choose

“Camera” to snap the document or you may
choose “Photos” if you already snap the
document.

Step 6: User to upload document and

click continue:
 Original Bill
 Original Receipt
 Copy of NRIC for
Malaysians/Passport for non-
Malaysians
 Click “Continue”
 Remarks (if any)
*Kindly ensure all documents need to
be upload to avoid delay in processing
the claim.

72
Claims Module: Hospital & Clinic Bill

• The application will activate

your camera function (with
your permission) to enable
you to snap the image of
hospital/clinic receipt

• *Kindly snap clear image of

the document to enable
claim to be processed swiftly

• Tap “Take picture” or if you

already snap the document,
tap on “Upload File”. With
your permission, locate the
image file in your phone.

73
Claims Module: Hospital & Clinic Bill

• Once the document image is snapped, it will appear at the

bottom of your screen.

• If document has multiple pages, please snap each pages.

• Similarly, from your phone album, you may select multiple

image for multiple pages document.

• Tap on “Next” once finished.

74
Claims Module: Hospital & Clinic Bill

If you’ve wrongly attached a document, tap on the basket

icon to remove the document.

Capture the incident details

Tap on “Continue”

75
Claims Module: Hospital & Clinic Bill

 User will be directed to Summary Review

page. You may review all the details and
document upload

 The application will then display the

Summary page. Please review the
submission details and if the information
provided is wrong, tap on “” to go back to
previous screen.

 Scroll down for more information.

Step 7: Declaration

Please review the information and if it is in

order, kindly provide your declaration by
tapping on each Declaration Statement.
Please sure the boxes are checked.

Tap “Continue”.

76
Claims Module: Hospital & Clinic Bill

Step 8: Completion

Your claim has been successfully submitted.

Tap on “Done” to come out from this screen.

77
Claims Module: Hospital Allowance Claim

Step 1: Tap on ‘Claims’ module at Etiqa+ App Homepage

Step 2: Tap on ‘Hospital Allowance Claim ’

Tap this

78
Claims Module: Hospital Allowance Claim

Step 3: Choose related event details either Accident or Illness

79
Claims Module: Hospital Allowance Claim under Accident

Step 4: Tap on Accident for Event Type and fill in the Accident Date, Admission Date, Discharge then and click ‘Next’
Step 5: Choose person that you submitting a claim for

80
Claims Module: Hospital Allowance Claim under Accident

Step 6: Tap on Upload File and

upload your Discharge Summary
as supporting document

Step 7: You have two source to

choose. You can choose “Camera”
to snap the document or you may
choose “Photos” if you already
snap the document

81
Claims Module: Hospital Allowance Claim under Accident

Step 8: If you’ve wrongly

attached a document, tap on
the basket icon to remove the
document. Tap on “Next”

Step 9: You may add your bank

details manually by tap on “ADD
MANUALLY”

Step 10: Screen popup will

required you to add bank
information and kindly ensure to
fill the details correctly before
tap on ‘Add’

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Claims Module: Hospital Allowance Claim under Accident

Step 11: Verify your bank details and

click Next

Step 12: Your claim has been successfully

submitted.

Tap on “Done” to come out from this

screen.

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Claims Module: Hospital Allowance Claim under Illness

Step 1: Tap on Illness for Event Type and fill in the Admission Date, Discharge then and click ‘Next’
Step 2: Choose person that you submitting a claim for
Step 3: Tap on Upload File and upload your Discharge Summary as supporting document

84
Claims Module: Hospital Allowance Claim under Illness

Step 4: You have two source to

choose. You can choose “Camera”
to snap the document or you may
choose “Photos” if you already
snap the document

Step 5: If you’ve wrongly attached

a document, tap on the basket
icon to remove the document.
Tap on “Next”

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Claims Module: Hospital Allowance Claim under Illness

Step 6: You may add your bank

details manually by tap on “ADD
MANUALLY”

Step 7: Screen popup will

required you to add bank
information and kindly ensure to
fill the details correctly before
tap on ‘Add’

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Claims Module: Hospital Allowance Claim under Illness

Step 8: Verify your bank details and click

Next

Step 9: Your claim has been successfully

submitted.

Tap on “Done” to come out from this

screen.

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Claims Module: Death Claims

Step 1: Tap on “Claims” module at Etiqa+ App Homepage

Step 2: Tap on ‘Death Claim’ and will encounter popup screen “Death Claim Document Lists” and proceed to click Continue

Tap this

88
Claims Module: Death Claims

Step 3: Fill up the deceased details

as below:
 Deceased Name (as per ID)
 ID Type e.g. : NRIC, Passport No,
Old IC, Army No., Police No. or
Other ID
 ID Number and click Continue

Step 4: For Claim Details, you may

choose to submit under Natural
Causes or Accident Causes, fill in
the required details and click
Continue
 For Natural Causes, fill in the date
of death of the deceased
 For Accident Causes, fill in date of
accident, date of death and details
of accident

89
Claims Module: Death Claims

Step 5: Fill in the contact details as

required and click Continue:
 Relationship with the deceased
 Address, Postcode and Country

Step 6: Completion

 Your claim has been

successfully submitted.

 Tap on “Done” to come out

from this screen.

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 Claims Statuses

View status and push notification

View Claim Status

Step 1
• To view your claim status, you may navigate to Claims
module and tap on the View Claim Status.

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View Claim Status

Step 2: Detailed Status

There are six (6) statuses available shown on
top basket. The basket can be scroll left and
right:
 Submitted
 In Process
 Pending Document
 Other
 Approved
 Rejected
Look for the claim that you wish to enquire on
the status.
“Submitted” basket will list down claim(s) that
you have just submitted pending Etiqa to
register it in their back-end system.
Tap on “>” to check on the status and the
message. Tap “View Full Details” to know
further.

93
View Claim Status

In “View Full Details” the app will show

you full details of the information
regarding the claim

94
View Claim Status

In Process claim status.

Tap on “>” and then “View Full Details” to

know further.

At this stage, you may also perform a

rating regarding your claim experience/
journey so far.

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View Claim Status

Approve claim status.

Tap on “>” and then “View Full

Details” to know further.

If your claim is approved, you will

receive a push notification message
similar as per in the app.

You may proceed to do the rating as

well.

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View Claim Status

Rejected claim status.

Tap on “>” and then “View Full

Details” to know further.

When your claim is being rejected,

you will receive a push notification
message similar as per in the app.

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View Claim Status – Sample Push Notification

Example of push notification received for each

claim status processed by Etiqa.

*Kindly ensure that you’ve granted permission

for Etiqa+ app in order to receive the push
notification.

Settings varies according to phone model and

internal operating system.

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 Request Document Feature
A fast & easy way of submitting pending document
Pending Document

NEW
You can now submit additional supporting
documents for Hospital & Clinic Bill via
app. It’s super fast & easy!

How does this work?

1. When Etiqa claim processor finds that your claim
document is insufficient, they will use the app to
request it further from you;
2. A push notification will pop up on your phone
screen;
3. Tap on the message and the app will direct you to
“Pending Document” basket

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Pending Document

Step 1: Respond to request

Once you’ve a push notification, tap on it. The app will direct
you to “Pending Document” basket.

A list of claim with document required will be shown.

Tap on “Pending deferment reply from member” and it will

bring you to the next page. You may tap on the “Upload File”
to proceed.

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Pending Document

Step 2: Provide Document

Tap on “Upload File” button to

snap the image of the document
or to choose from your phone
gallery. You also can tap on
“View Letter” to know what are
pending document that you need
to submit.

*You can snap/upload multiple

pages of document in one
submission.

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Pending Document

Step 3: Validation & Submission

Uploaded/snapped image of the

document will appear at the
bottom panel. Once done, tap
on check icon to proceed.

If you have wrongly attached a

document, tap on recycle bin
icon to remove the image file.
Repeat the step to
capture/upload document.

Tap “Submit” once done.

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Pending Document

Done !

You have successfully sent your

claim document(s) to Etiqa.

104
Overseas Admission Module
Overseas Admission

Without Login/Sign Up

• Tap on Overseas Admission

Assistance for Trip Care 360 GL
Request:
• Send an email for a callback by the
Travel Assistance team to call the
customer back.
Overseas Admission

Overseas Admission
• Tap on Overseas Admission
Assistance for Trip Care 360
GL Request :
• Call the Travel Assistance call
center at 03-2785-6565.
Auto Assist Care Module
Auto Assist Care Module

Without Login/Sign Up

Use Auto Assist Care Button

• You may request for immediate assistance for
towing or other emergency assistance
• You may filled in required details such as your
location and vehicle type
• You also able to locate our nearest panel for
further assistance
Auto Assist Care Module

Use Auto Assist Care Button

• You may choose the service type

based on their issues
• You may need to fill in all required
details as shown in image attached
• You may verify all the details and
tap on button “Yes, let’s proceed’
• Your request will be directly sent to
respective team for their further
action
E-Document Module
E-Document Module

Step 1: Go to

Tap on “Download Document”

112
E-Document Module

Step 2: It will list all documents available

for customer

Customer may also select by product

category

Then click the download arrow to download

the document

113
E-Document Module

Step 3: It will display the documents as per

sample

Customer may also share the document via

other application ie whatsapp or save at
their own handphone storage

114
Multiple Customer Touchpoints Module
 Multiple Customer Touchpoints Module

Without Login/Sign Up
Multiple Customer Touchpoints
• Tap on the Help button.
• It will bring you to the Help Centre page, and at this page, you are
able to choose the assistance type that you require.
• For Emergency Support, you can tap on the button Auto Assist Care
or Overseas Admission.

Use Auto Assist Care Button

• You may request for immediate assistance for towing or
other emergency assistance
• You may filled in required details such as your location and
vehicle type
• You also able to locate our nearest panel for further
assistance
 Multiple Customer Touchpoints Module

Use Auto Assist Care Button

• You may choose the service type based on their

issues
• You may need to fill in all required details as
shown in image attached
• You may verify all the details and tap on button
“Yes, let’s proceed’
• Your request will be directly sent to respective
team for their further action
 Multiple Customer Touchpoints Module

Without Login/Sign Up
Multiple Customer Touchpoints
• Tap on the Help button.
• It will bring you to the Help Centre page, and at this page, you are able
to choose the assistance type that you require.
• For Emergency Support, you can tap on the button Auto Assist Care
or Overseas Admission.

Use Overseas Admission

• Tap on Overseas Admission Assistance for Trip Care 360 GL Request:
• Send an email for a callback by the Travel Assistance team to call the
customer back.
Multiple Customer Touchpoints Module

Overseas Admission
• Tap on Overseas Admission Assistance for Trip
Care 360 GL Request:
• Send an email for a callback by the Travel
Assistance team to call the customer back.
Multiple Customer Touchpoints Module

Overseas Admission
• Tap on Overseas Admission Assistance for Trip
Care 360 GL Request:
• Send an email for a callback by the Travel
Assistance team to call the customer back.
Multiple Customer Touchpoints Module

Multiple Customer Touchpoints

• Tap on the Help button.
• For General support, you can choose to:
 Call our Call Center at 1300-13-8888.
 Email us at [email protected] for further
assistance based on your issues.
 Or chat with us at Etiqa Live Chat for real-time assistance.
• For Other Services:
 You can tap on "Check Appointment Status" to view your
past and upcoming appointments.
 Aside from that, you can also tap on the "Etiqa Healthcare"
button to call Etiqa Healthcare at 1800-88-9998 for guarantee
letter-related issues.
Multiple Customer Touchpoints Module

Multiple Customer Touchpoints

• Tap on the Help button.
• For General support, you can choose to:
 Call our Call Center at 1300-13-8888.
Multiple Customer Touchpoints Module

Without Login/Sign Up

Multiple Customer Touchpoints

• Tap on the Help button.
• For General support, you can choose to:
 Email us at [email protected] for further
assistance based on your issues.
Multiple Customer Touchpoints Module

Multiple Customer Touchpoints

• Tap on the Help button.
• For General support, you can choose to:
 Or chat with us at Etiqa Live Chat for real-time
assistance.
 Multiple Customer Touchpoints Module

Multiple Customer Touchpoints

• Tap on the Help button.
• For Other Services:
 You can tap on "Check Appointment Status" to view your past
and upcoming appointments.
 Aside from that, you can also tap on the "Etiqa Healthcare" button to
call Etiqa Healthcare at 1800-88-9998 for guarantee letter-related
issues.
 Multiple Customer Touchpoints Module

Without Login/Sign Up

• For Other Services:

 You can tap on "Check
Appointment Status" to view your
past and upcoming appointments.
Use Schedule A Service Appointment
 You may request to schedule a Service
Appointment for their policy
 You required to fill in the contact details
such as First Name, Last Name, Email
and Phone Number
 Fill in the policy/certificate details such
as Type of Insurance and Purpose of
the Visit
 You may filled in the details based on
their needs
Multiple Customer Touchpoints Module

• For Other Services:

 Aside from that, you can also tap on
the "Etiqa Healthcare" button to call
Etiqa Healthcare at 1800-88-9998 for
guarantee letter-related issues.
 Having an issue?

Don’t worry, we are here to help you…

 Support

Press “Help” button on the app

or

e-mail to [email protected]

129
 Support

You also can Press “Chat” button to

chat with our Etiqa Livechat
consultant for fast assistance

130
Thank You