What is needed to file a claim?

For accidental or liquid damage:

• Personal details and a valid government-issued ID

• Device IMEI or serial number

• Photos or videos showing the damage

• If someone files on your behalf, their details, valid ID, proof of relationship, and an authorization letter are needed.

• A police report or notarized affidavit may be requested if required. Other documents, such as receipts or service invoices, may also be asked for.

For theft or burglary:

• Personal details and a valid government-issued ID

• Police or incident report or notarized affidavit

• Photo of the area showing forced entry

• Completed and submitted NTC Blocking Form

If available, documents like receipts or CCTV footage may also be provided.

How do I file a Device Protection claim?

Once the loan with insurance is approved, visit Igloo or Qoala’s Claims Portal to file your claim.

Create an account using the registered email address. A one-time code will be sent to the registered mobile number for verification.

Log in, fill in personal and device details, explain what happened, and upload photos or videos.

The claim will be reviewed by the insurer for approval, follow-up, or rejection.

What happens after a claim is submitted?

If the claim is pending, an email will explain what needs to be updated.

If approved, the insurer will confirm whether the device will be repaired or replaced.
For repairs, pickup or drop-off details will be shared.
For replacements, delivery or claim details will be provided. The damaged device must be surrendered first.

If not approved, the reason will be sent by email.

What is not covered?

Device Protection does not cover:

• Normal wear and tear

• Rust, corrosion, mold, or discoloration

• Mechanical or electrical issues without fire

• Loss due to improper use or maintenance

• Unexplained loss or items left in public transport

• Loss during air or sea travel

• Intentional damage or fraud

• Natural disasters, riots, government actions, manufacturer defects, accessories, and indirect losses are also not covered.

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3. Extended warranty

Add another year of peace of mind. If the device fails after the warranty expires, Skyro steps in. The Extended Warranty is a protection plan that starts after the manufacturer’s warranty expires. It provides continued coverage for the repair or replacement of your product in case of mechanical or electrical failure, under normal usage conditions.

What are the benefits of the Extended Warranty?

With Extended Warranty coverage, you get:

• Continued protection beyond the manufacturer’s warranty

• Coverage for eligible mechanical and electrical breakdowns

• Repair or replacement support, subject to approval

• Peace of mind for your electronic purchases

Who is the service provider for the Extended Warranty?

The Extended Warranty is provided and managed by Igloo.

How long is the coverage period?

The Extended Warranty coverage lasts for 12 months, starting immediately after the manufacturer’s warranty ends.

What items are covered under the Extended Warranty?

The Extended Warranty covers electronic items, including but not limited to:

• Home appliances

• Mobile phones

• Cameras

• Drones

• Other eligible electronic devices

Coverage is subject to policy terms, conditions, and exclusions.

How do I file a claim?

Once your loan with insurance is approved, you will receive an email from Igloo. The email will include a link to the customer portal and your Certificate of Cover (COC).

To file a claim, you need to log in to the Igloo customer portal. You will need to:

• Fill out your personal details

• Enter your device information

• Provide a brief explanation of how the damage occurred

• Upload photos or videos of the damaged item

• Submit your claim for review

What documents are required for a claim?

Required Documents

• Photo of the IMEI or serial number of the product

• Photo and/or video of the damaged device or item

• Police Report or Notarized Affidavit (if requested)

Optional Documents

• Assessment form

• Original receipt or service invoice (for replacement items)

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4. Goods Protection

Stay chill when mess happens. We cover accidental damage and spills on non-electronic faves, from furniture to travel items and more. Goods Protection is an insurance plan that covers accidental damage and liquid damage (ADLD) for eligible items.

If the insured item is beyond repair or if the repair cost exceeds 75% of the Sum Insured, the claim may be treated as a total loss, subject to policy approval.

What are the benefits of Goods Protection?

Goods Protection provides:

• Coverage against accidental and liquid damage

• Protection for non-electronic items

• Replacement or reimbursement support for total loss cases

• Peace of mind for everyday purchases

Who is the service provider of Goods Protection?

Goods Protection is provided and managed by Igloo.

How long is the coverage period?

Customers may choose a coverage period of:

• 12 months, or

• 24 months

Coverage begins based on the policy terms stated in the Certificate of Cover (COC).

What items are covered under Goods Protection?

Goods Protection covers non-electronic items, including but not limited to:

• Home and Living items

• Baby and Kids items

• Fashion items

• Sports equipment

• Travel and luggage items

• Hobbies and collections

• Motor accessories

Coverage is subject to policy terms, conditions, and exclusions.

What is NOT covered under Goods Protection?

Goods Protection does not cover:

• Normal wear and tear, gradual deterioration, corrosion, rust, or inherent defects

• Mechanical or electrical breakdown

• Damage caused during repair, maintenance, or servicing

• Dishonest or fraudulent acts

• Unexplained or mysterious disappearance

• Items left in public transport or while on watercraft or aircraft

• Losses caused by natural disasters such as floods, typhoons, earthquakes, or volcanic eruptions

• Losses caused by strikes, riots, or government action

• Damage caused by animals, mold, discoloration, or rust

• Losses caused by intentional actions or negligence of the insured or related parties

• Items covered under the manufacturer’s or factory’s warranty

• Accessories or spare parts are not part of the main item

• Legal liability to third parties

• Consequential or indirect losses

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5. Electronic Doctor

Expert advice is just a click away! Get 24/7 access and book online medical consultations anytime while the loan is active. Electronic Doctor is a digital health support service developed using the medical expertise of leading clinics in Germany, Israel, South Korea, India, and Finland. It offers automated health recommendations and test suggestions, without human intervention, through an online consultation platform.

What are the benefits of Electronic Doctor?

Electronic Doctor allows users to:

• Access digital health guidance anytime

• Receive automated medical recommendations

• Get test suggestions based on symptoms

• Use a convenient, online health-support tool

This service is designed to complement—not replace—professional medical care.

Who is the service provider of Electronic Doctor?

Electronic Doctor is provided and managed by Call4Life.

How long is the coverage period?

The coverage period depends on the loan term:

• 6, 9, or 12 months, based on your loan

• Plus 3 additional months of Electronic Doctor access

Currently, Electronic Doctor is available only through the Loan Protection Plus bundle.

Is Electronic Doctor a standalone product?

No. Electronic Doctor is only available as part of a bundle and cannot be purchased separately.

What bundles include Electronic Doctor?

Loan Protection & Care

Includes:

• Loan Protection

• Electronic Doctor

All-in-One Protection

Includes:

• Loan Protection

• Electronic Doctor

• Personal Accident Coverage

How do I file a claim for Electronic Doctor?

Claims are not applicable for Electronic Doctor, as it is a digital service and not an insurance product.

How do I access Electronic Doctor?

After your loan with the applicable bundle is approved, you will receive an email from Call4Life. The email will include your login credentials (username and password) and a link to the Electronic Doctor portal.

• Go to the Electronic Doctor website using the link provided

• Log in using the credentials sent to your email

• Start chatting with the Electronic Doctor for guidance

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6. Personal Accident

When typhoons strike, accidents happen, or a sudden pet bite, Skyro helps with a cash benefit. Personal Accident is a protection plan that provides cash assistance and benefits in the event of accidents, injury, disability, or death. It also includes selected property loss assistance due to fire or flood, subject to policy terms.

What benefits are included in the Personal Accident plan?

Accidental Death or Permanent Disablement

• PHP 50,000 cash assistance

• Paid in the event of death or permanent disablement due to an accident

Unprovoked Murder & Assault

• PHP 50,000 cash assistance

• Covers accidental bodily injury sustained when the insured becomes a victim of unprovoked murder or assault

Accidental Burial Assistance

• PHP 5,000 cash assistance

• Paid in the event of death due to an accident

Daily Hospital Income Benefit

• PHP 500 per day, up to a maximum of 5 days

• Paid when the insured is hospitalized due to accident or illness

Fire / Flood Loss Assistance

• PHP 15,000 cash assistance

• Covers total loss or total damage to property due to fire or flood at the insured’s residence or small-to-medium business

Important conditions:

• Flood must be caused by a typhoon declared by PAGASA and reach at least 3 feet from ground level

• Fire must be officially declared by the Barangay Office or Bureau of Fire Protection

• Partial loss or damage is not covered

• This benefit can only be claimed once per policy period

What incidents are covered under this plan?

The Personal Accident plan covers incidents that occur:

• 24 hours a day, both on and off the job

• While flying as a fare-paying passenger

• From cat, dog, or snake bites (mosquito and insect bites are excluded)

• Accidental food or gas poisoning

• Acts of nature resulting in accidental bodily injury

• Drowning

• Amateur and social sports

• Motorcycling

How long is the coverage period?

The coverage period is 12 months.

Who is insured under this plan?

• The borrower

• Property, in the case of Fire or Flood Loss Assistance

Who is eligible for Personal Accident coverage?

• Borrowers aged 18 to 65 years old

What documents are required for each type of claim?

Accidental Death

• Death Certificate (original or certified true copy)

• Police Report (vehicular accidents)

• Incident Report (non-vehicular accidents)

• Clinical abstract (if hospitalized)

• Beneficiary details and proof of relationship

Permanent Disablement

• Police or Incident Report

• Medical Certificate

• Clinical summary

• Operating Room record (if applicable)

Unprovoked Murder & Assault

• Same requirements as Accidental Death

Accidental Burial Assistance

• Same requirements as Accidental Death

Daily Hospital Income Benefit

• Medical Certificate

• Hospital Statement of Account

Fire Loss Assistance

• Police or Investigative Report

• Bureau of Fire Protection Certification

• Barangay Certificate (proof of residence)

• Photos of damaged property

Flood Loss Assistance

• Police or Investigative Report

• PAGASA report

• Barangay Certificate (proof of residence)

• Photos of damaged property

How long do I have to file a claim?

Claims must be filed within 30 days from the date of the incident.

7. Flexi

Skyro Flexi is a value-added service (VAS) that lets you change your payment amount or move your due date anytime. Because when life changes, so can your loan!

If budget feels tight, you can lower your monthly amount. If you want to finish your loan faster, you can pay more. Need more time? You can move your due date and choose a schedule that works better for you.

It’s your loan, made more flexible.

Read more about Flexi here {link}., boss.