Frequently Asked Questions
- Q: What is the mobile insurance benefit in my bundle?
- A: Your bundle includes complimentary mobile insurance covering Mobile Theft and Screen Damage, up to PKR 100,000. The insurance is provided in partnership with a licensed Mobile Insurance Provider.
- Q: Which bundles include mobile insurance?
- A: Mobile insurance is included in the following Zong hybrid bundles: Monthly Pro Max Plus, Monthly Digital Max Plus, Monthly Liyari Digital, Monthly Defence Digital, My5, My4, My3, Quatro Pro Max, and Monthly Supreme Digital.
- Q: Is there any extra charge for the insurance?
- A: No. The insurance is included in your bundle subscription at no additional cost.
- Q: What is covered?
- A:
- Mobile Theft
- Mobile Screen Damage
- Q: What is the coverage amount?
- A: Up to PKR 100,000 per claim, subject to the Mobile Insurance Provider’s policy terms.
- Q: How long is my coverage valid?
- A: Coverage is valid for the duration of your bundle:
- 30 days from subscription for monthly bundles
- 90 days from subscription for Quatro Pro Max
- Q: Does the insurance renew automatically?
- A: Yes. As long as your bundle is active and renewed, your mobile insurance cover continues for each new bundle cycle.
- Q: Which handsets are eligible?
- A: The handset registered against your Zong number at the time of bundle subscription is eligible. The IMEI of this handset is captured at subscription and is used for claim verification.
- Q: How do I file a claim?
- A: Visit the Mobile Insurance Provider’s claims portal at https://bit.ly/4rNMdxW and complete the claim form, or call the helpline at 021-111-992-232. Keep your Zong number, handset IMEI, and supporting documents ready.
- Q: What documents will I need for a claim?
- A:
- Copy of your CNIC
- Your Zong-registered number
- Handset IMEI
- For theft: Police FIR / theft report
- For screen damage: Clear photos of the damaged device
- Q: How long does it take to process a claim?
- A: Claims are typically processed within 15 working days from receipt of all required documents. Final payout timelines depend on claim verification by the Mobile Insurance Provider.
- Q: How do I get a copy of my active policy?
- A: You can download or request a copy of your active policy through the Mobile Insurance Provider’s portal at https://bit.ly/4AYflXG or by calling the helpline at 021-111-992-232. Please have your Zong number and CNIC ready for verification.
- Q: What is NOT covered?
- A: Claims arising from the following are generally not covered:
- Intentional damage
- Loss not reported promptly
- Devices not registered against the subscribed Zong number
- Damage occurring outside the bundle validity period
- Any other exclusions stated in the Mobile Insurance Provider’s policy terms
- Q: What happens to my insurance if I unsubscribe from the bundle?
- A: Insurance coverage ends when your bundle expires or is unsubscribed. Any incident occurring after that date is not covered.
- Q: Who do I contact for help?
- A:
- For claims and insurance queries: Mobile Insurance Provider 021-111-992-232
- For bundle or Zong service queries: Zong Customer Care at 310 or your nearest Zong Experience Centre
