As a subscriber, I took up the insurance for my Note5 and find it quite an attractive package. There aren't many mobile phone insurers in Malaysia and most come with a surcharge if you break something. Maxis charges me RM23 a month and a 15% replacement fee for damage phone or 50% if I lose the phone but I get a quick replacement (within 48 hours of claim approval). Other insurers only offer to repair the phone which can take ages.

Not too sure about Sam Line but my guess is he never bothered asking the staff or reading the policy when taking up the insurance which is quite baffling. AN insurance policy is not something to be taken lightly and the policy should be read through at least once before signing up as you need to know what to do when something happens. Assumption is the mother of all screw ups. On my end, the Maxis TTDI staff were very happy to answer my queries and let me read through the policy before I signed up.

At the end of the day, do not purchase something you don't know! Ask if you don't know! Research! Everything is available on their website.