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What is Home Protector Enhanced (HPE)?

Home Protector Enhanced (HPE) is a home insurance which aims to protect your home, precious personal and household belongings according to your needs. You may select Section A Houseowner insurance to cover the building and/or Section B Home Contents insurance to cover the contents. You also have the option to select one or more of the additional Riders.

Your home contents will be covered on "All Risks" basis, which means it covers loss or damage due to all types of perils including riot, strike and malicious damage, accidental damage, theft without signs of forcible entry.

Document of SmartHome Optimum (Enhanced) Insurance can be obtained here:
(ENG) Product Brochure, Full Policy, Product Disclosure Sheet

What does Worldwide Personal All Risks cover for?

This section covers your personal effects (Personal items regularly worn or carried) such as watches, jewellery, handbags and even cameras, mobile phones or tablets for up to RM10,000 per item outside your home premises and in any part of the world.

What does Worldwide Family Liability cover me for?

This section covers you and your family against third party’s (other person) claim for accidental bodily injury or property damage through negligence caused by you, your immediate family members or your domestic helper in any part of the world.

How much should I insure?

For Building, you should insure based on the current cost of rebuilding the property, taking into account the increasing cost of building materials and labor due to inflation. Include all renovations, fixtures & fittings and autogates.

Sum insured for your building can be derived from the guide here.

For Home Contents, you should insure the total value of all your Home Contents, which means personal and household belongings of every description belonging to you and any member of your family residing with you. Sum insured for your contents will be based on the current value/cost of all the items.

How much should a person declare and what is the appropriate declare value for claims that depreciate / appreciate in value?

One should declare the Market Value of the item at the point of purchasing insurance accompanied by the proof of receipt/invoice. You also have the option to submit the receipt/invoice proof at the time of claim.

What should I consider while ascertaining my Home Contents sum insured?

For home contents, you should insure the total value of personal and household belongings of every description belonging to you and any member of your family residing with you.

Can I include additional perils to my Homeowner or Home Contents Householder insurance?

Yes, you may cover additional perils such as Riot Strike and Malicious Damage, Subsidence and Landslip, and/or Plate Glass by paying additional premium.

Is there a limit to any item insured?

For Home Contents All Risks - You will be subject to Limit Per Article of ten (10) % of the total content sum insured.

Furniture, pianos, organs, household appliances, radios, television sets, video recorder sets and Hi-Fi equipment are based on per item loss and are not subject to Limit per Article.

Can I insure my jewellery?

Yes you can. With Home Contents All Risk, you may cover your total value of platinum, gold and silver articles and jewellery payable limited to one third or half of your home contents.

What is the limit for each item of my personal effects under the Worldwide Personal All Risks Insurance?

You can insure your personal effects up to RM10,000 for each item.

Is my house still covered if I have a home-based business and store my business goods at home?

You may purchase the Merchandise Warranty Extension that allows you to store business goods up to a maximum of 10% of the total floor area of your house. However please note that the business goods are not covered.

What happens if I insure my home and contents insufficiently?

This will affect your claims payout. Under-insurance can lead to lesser payout being received for a higher priced item.

How much roughly does the plan cost monthly, is there a reduction/increase based on my specific circumstances?

The HPE product has pre-defined rates and no additional premium is imposed except when additional coverage is required. The premium for the insurance varies based on your sum insured. Example, for a RM50,000 sum insured on your home contents – All Risk cover, the premium starts from RM300/year, before 6% service tax.

What is the claim process like?

Upon occurrence of an event that leads to you wanting to claim from your policy, please contact us to submit your claims. You will be required to submit relevant information and proof in order to make a claim. From there, the information will be assessed and a decision will be made whether the claim is payable and what amount is payable.

If something in my house is stolen/damaged by a third party, do I need to make a police report first to show the validity of the claim?

Yes, one of the important documents for theft or malicious damage is a Police Report.

What’s the time limit to report the claims to the insurer in order to get a claim? 

It is advised to notify us immediately and within 30 days send in all relevant documents for claims assessment.

How long will it take the adjuster to make a visit prior to the time of report?

Once the claims has been notified to us with relevant documents, an adjustor will be assigned (may not be applicable for all cases) within the next 1 to 2 business days to contact you to arrange for a site or online visit.

How long do I need to wait for claims payment?

Once we receives the complete information with supporting documents on your claim, we will take 5 business days to revert on the claim decision. However, for claims above RM5,000, it may take a longer time due to complexity of the claim.

If your claim is approved, we will send you the decision and offer letter for your acceptance; once accepted, we will then process the claim payment within the next 5 business days.

How much of the total can I claim? Eg. my bike is stolen - can I claim 100% of it?

The basis of settlement is subject to betterment, depreciation, underinsurance and policy excess aspects (whichever is applicable). These are also mentioned in the Policy terms and conditions that you can obtain from here:

Home Protector Enhanced (HPE) Policy

Is liquor covered in Home Content insurance?

Yes, liquor can be insured under Home Content insurance. The amount to insure will be the purchase amount of the liquor.

At what point can I claim (when does the policy take effect)? Eg. If I purchase the insurance today, could I claim it tomorrow if something happens? If not, when can I get the full claim. 

Coverage will begin from the day the policy begins. Example you can buy the policy today but choose to start the coverage from tomorrow or next week. Claims will be honored from the start date of the policy.

What is NOT covered in the plan?

Below are some from the list:
(a) War, invasion, act of foreign enemy, hostilities, or warlike operations (whether war be declared or not), civil war.
(b) Mutiny, riot, military or popular uprising, insurrection, rebellion, revolution, military or usurped power, martial law or state of siege or any of the events or causes which determine the proclamation or maintenance or martial law or state of siege.
(c) Any act of terrorism.

Loss or damage caused by:
(a) Disappearance, shortage, shrinking, scratching, denting, rusting, wear or tear, inherent vice, deterioration or any other gradually operating cause or moth, vermin or insects.
(b) Any process of washing, cleaning, dyeing, restoring, maintaining, altering or repairing.
(c) Breakage of glass (other than lenses) or articles of a brittle nature (other than jewellery) unless caused by fire or theft.
(d) Mechanical or electrical breakdown or derangement.

I already have fire insurance - why do I need home insurance?

This is to protect you in the event the contents are also damaged or fully lost due to the damage to the building. Example, fire in kitchen will affect the kitchen walls as well as kitchen utensils.

Can I pay an extra premium to be insured for Flood coverage even if my area is flood prone and is excluded from the area mentioned?

Unfortunately this is not possible, but feel free to contact our customer service team to find out further.

What are the common misconceptions that people have once they have agreed on the insurance plan?

The general assumption is that all possible losses can be covered under your policy; we would suggest for you to read the fine print, ask questions prior purchasing the insurance cover.