Frequently Asked Questions

Pricing

How much does the warranty cost?

The warranty is priced at 6.5% of the equipment’s selling price per year. You can choose 1-year or 2-year coverage at the point of purchase.

Worked example
Equipment price RM1,000
Premium rate 6.5% per year
1-year premium RM65
2-year premium RM130

Can I purchase 2 years of coverage at once?
Yes. At the time of purchase, you may opt for 1 year or 2 years of coverage. The premium is 6.5% per year of the equipment selling price.

What’s covered

What equipment is covered under this warranty?
The warranty covers mobility aids, hospital beds, and home-care equipment sold by iElder. Coverage applies to accidental physical damage that affects the functionality of the equipment, from the day of purchase.

What types of damage are covered?
We cover the cost to repair or replace parts caused by accidental physical damage that affects how the equipment works. Only functional damage is covered — cosmetic damage (scratches, scuffs, dents, or discolouration that do not affect how the equipment operates) is not covered.

What is not covered?
The following are not covered:
• Cosmetic or aesthetic damage that does not affect functionality (e.g. scratches, scuffs,
dents, discolouration)
• Intentional damage by any party
• Improper use as defined by iElder’s terms and conditions
• Equipment used for illegal activities
• Theft or loss of equipment
• Logistics and administrative costs (e.g. delivery or handling fees)
• Legal liability or third-party damages

Is theft or loss of the equipment covered?
No. This warranty only covers accidental physical damage that affects functionality. Theft and loss are excluded.

Does coverage start immediately upon purchase?
Yes. Coverage begins on the date of purchase, provided the warranty is purchased at the same time as the equipment.

What is the difference between minor and major damage?
The distinction is based on the repair or replacement cost relative to the equipment’s value.

Minor damage
Repair cost ≤ 40% of equipment value
You pay: RM0

Major damage
Repair cost > 40% of equipment value
You pay: 20% of repair cost

Worked example — RM1,000 equipment
Equipment value RM1,000
Threshold (40% of RM1,000) RM400
Repair cost ≤ RM400 (minor) You pay RM0
Repair cost > RM400 (major) You pay 20% of repair cost

How much do I have to pay if there is major damage?
For major damage, you are responsible for 20% of the repair or replacement cost. We cover the remaining 80%, up to 80% of the equipment’s product value.

Worked example — major damage
Equipment value RM1,000
Repair cost RM600
Your share (20%) RM120
We pay (80%) RM480

What is the maximum payout per claim?
The maximum payout is 80% of the equipment’s product value.

Worked example
Equipment value RM1,000
Damage claim amount RM1,000

Maximum payout (80%) RM800
You pay (20% deductible) RM200

Claims

How do I make a claim?
Simply bring the damaged equipment back to iElder. iElder will assess the damage and manage the claim process on your behalf. You will need to provide:
• Photos of the damage
• Receipt for the cost of repair or replacement

Do I have to pay anything when I make a claim?
It depends on the type of damage:
• Minor damage (repair cost ≤ 40% of equipment value): you pay nothing.
• Major damage (repair cost > 40% of equipment value): you pay 20% of the repair cost.
For a RM1,000 piece of equipment, the threshold is RM400. Any repair below RM400 is fully covered.

How many claims can I make?
You can make up to 2 claims per year. Once 2 claims have been approved within your policy year, the warranty ceases.

What if my claim is rejected?
We reserve the right to approve or reject claims based on the supporting documents and
legitimacy of the damage. If you believe a rejection is incorrect, raise it with iElder who will escalate the matter to us for review.

Policy details

How long does the warranty last?
You can purchase 1 year or 2 years of coverage at the point of sale. Coverage begins on the equipment purchase date and runs for the chosen term, or until 2 claims have been made — whichever comes first.

Can the warranty be cancelled or refunded?
Premiums are non-refundable once the warranty is issued. The policy cannot be cancelled mid-term for a refund, except if the purchase is cancelled before the warranty period begins, in line with iElder’s cancellation policy.

Which country is this warranty cover applicable for?
This extended warranty cover is only applicable for residents of Malaysia. 

If you would like to find out more about this extended warranty cover, kindly contact us via Whatsapp to enquire further.