After you purchase/ participate in Z-Miles policy/certificate for the first time, we will send you a device called Z-Miles Device. You can easily plug the device into your car’s 12V socket or cigarette lighter socket.

Once Z-Miles Device is installed, it starts recording information on how (e.g. speed, braking and acceleration), when and where your car is driven. This information is transmitted to us securely over cellular networks and is used by us to measure the kilometres your car is driven, manage your policy/certificate and better understand how and when accidents occur.

In addition, the device also provides safety assistance during vehicle breakdowns or emergencies and enables other valuable features of the Z-Miles experience (e.g. trip history).

In the event of your vehicle being stolen, you can provide that information to us, the police or other third parties to assist in the recovery of your vehicle.

Please refer to the Z-Miles Device Quick User Guide for more details on the installation and device features on safety assistance.

Unfortunately, we cannot insure/cover your car under Z-Miles as the Z-Miles Device is needed for us to measure the mileage effectively.

However, you can consider Z-Miles’ sister product, called Z-Driver, which also provides comprehensive coverage.

No, it is a self-fit device that can be easily installed by users and does not need to be professionally installed, so there’s no waiting around for an engineer or having to pay extra for installation. To know more, please refer to Z-Miles Device Quick User Guide.

When you take up a Z-Miles policy/certificate, you’re covered to drive your car as soon as the policy/certificate starts. However, you will need to fit the device as soon as it is delivered. Otherwise, mileage penalty of 400 km per day will be imposed on your policy/certificate after a 14-days grace period until your mileage balance becomes zero.

If you plug in the Z-Miles Device before your Z-Miles policy/certificate coverage starts, you will not be charged for the kilometres you drive before your policy/certificate coverage start date.

Z-Miles Device only requires a small amount of electrical charge to function (less than a car stereo). It will not drain your battery, provided the car battery is in good working order.

No, Z-Miles Device functions separately from your phone and securely transmits data through an in-built modem. All you need to do is plug the device into your car’s 12V socket or cigarette lighter socket, and check for a pulsing green light.

It will take up to 24 hours after you end your journey for your journey data to appear in your account. If the journey still has not shown up after 48 hours, please contact Customer Service at 1 300 888 622 (within Malaysia) or +603 2109 7999 (Overseas).

Parking underground or in an area of low GPS is the most common reason for this, that’s because the Z-Miles Device cannot send signal to us. Just wait until the next time your car is above ground or in an area with a better GPS signal and the journey should automatically update in your feed.

If you notice missing trips or ones with missing segments, please unplug your device and then plug it back in. This will reboot the device and improve signal quality. The beginning of some trips may be missing due to the device searching for a satellite to lock on to at the beginning of a trip, but in general, a reboot of the device should improve signal quality overall. If the journey still has not shown up after 48 hours, please contact Customer Care at 1 300 888 622 (within Malaysia) or +603 2109 7999 (Overseas).

Z-Miles Device collects and processes data in respect of every car journey made. This data is securely transferred from Z-Miles Device to us through the cellular network and is securely stored. The data will be retained for as long as necessary.

The data collected will include a broad range of data relating to your car, e.g. location, speed, braking, acceleration, cornering speed etc. The journey made by your car make will be made available to you through the MyZurich app. It will take up to 24 hours after you end your journey for your journey data to appear in your account.

Please see our Personal Data Protection Notice (https://www.zurich.com.my/en/customer-hub/show-me-more-info/personal-data-protection-notice) which explains in detail the information we collect from you and how this is used.

No. You cannot change the type of data that is collected by the device. By purchasing/participating in Z-Miles, you are giving written authorisation for the data to be disclosed and used as follows:

• Receive and process information relating to the use and location of your car;
• Receive and analyse data relating to your car in the event of a claim;
• Offer general processing and storage by approved third parties in relation to providing this service to you.

Ultimately, Zurich use all these information to manage your policy/certificate, better understand how and when accidents occur, and help us to make our product better and the roads safer.

The billing date is the day your bill is sent to you and is usually 1 to 2 days after the end of your billing cycle. Your cycle begins on your coverage start date and ends on the day before that same numerical day each month afterwards.

For example, if your coverage start date is July 5th, then the first billing cycle will cover the distance travelled by your car between July 5th and August 4th. The next cycle will begin on August 5th. The billing date for the first cycle would be approximately August 6th.

No problem! You can update your payment information on MyZurichLife Customer Portal at any time.

Currently, you cannot change your billing dates. Please note that we do not charge any late fees.

However, if payment is not received on time, your mileage balance will not be topped-up. Your coverage will be downgraded to Third-Party Only cover when you don’t have any prepaid milage balance remaining.

You can upgrade your policy/certificate to Comprehensive cover by topping-up your mileage prepaid balance to 2,000 km

Please contact our Customer Service at 1 300 888 622 (within Malaysia) or +603 2109 7999 (Overseas).

Please contact Zurich Roadside Assistance (24-hour hotline) at 1-300-88-5566 or WhatsApp us at +603-7989 0345.

Alternatively, you can request for Zurich Roadside Assistance by performing the steps below:

• Press and hold the blue button on Z-Miles device for 2 seconds.
• The blue LED light will flash, your location will then be sent to Zurich Roadside Assistance and you’ll receive a call from us.
• If there’s poor or no network signal on the device, the LED will flash red. Don’t worry! You can still request for assistance via MyZurich app.

• Call Zurich Roadside Assistance at 1-300-88-5566 or +603-7989 0345 (for WhatsApp chat and local landline calls only) for immediate road assistance or tow service in the event of a road accident, or to make an enquiry on claims procedure;
• You should send your car to any of our approved repairers for accident repairs, windscreen repairs, or windscreen replacements;
• Report all accidents to the police within 24 hours as required by law;
• Inform us as soon as possible through MyZurich app, MyZurichLife Customer Portal or email us at callcentre@zurich.com.my. Do submit to us all letters, claims, writs and summons if you have received from third parties as a result of the accident;
• If you have a Comprehensive cover and the third party that knocked your car is clearly at fault, you are advised to submit own damage Knock-for-Knock (KfK) claim to us in order to expedite claims processing. Your NCD entitlement will not be affected and you can claim the excess that you had paid from the insurer/takaful operator of the third party; Otherwise, you will lose your entire NCD entitlement once an own damage or a third-party claim is made against your policy/certificate.

A list of our approved repairers can be obtained from the MyZurich app or our website: www.zurich.com.my

Excess is the amount of loss you have to bear in event of a claim. There can be more than one (1) type of excess that may be applicable to your policy/certificate, and these will be printed on your schedule. There are four types of excesses that may apply to your Z-Miles policy/certificate:

• All Claims Excess: The amount you have to bear determined by us based on our underwriting considerations.
• Voluntary Excess: The amount you choose to bear in return for a lower premium/contribution.
• Compulsory Excess: The amount you have to bear if your car is driven by any of the following person:

• not a named driver under your policy/certificate;
• have a learner or provisional licence; or
• under 21 years of age.

• Inactivated Policy/Certificate Excess: The amount you have to bear if we do not have access to your vehicle data at time of an incident