Scam Protection

Scam Protection is a personal cyber insurance product that secures your funds against scams and unauthorized transactions in case your GCash account gets hacked, or you’re tricked into transferring money to an impostor, or buying from a fake seller.

Important Note:

NO COVERAGE FOR TRANSFERS TO THE WRONG ACCOUNT OR FOR ANY SCAMS WHERE YOU ARE PROMISED A JOB, OR SIGNIFICANT AMOUNT OF MONEY IN RETURN FOR AN UP-FRONT PAYMENT (INCLUDING INVESTMENTS, LOANS OR TASK SCAMS) BUT RECEIVE NOTHING.

Scam Protection Group Policy is underwritten by our insurance partner, Insurance Company of North America (a Chubb Company), hereafter “Chubb”.

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Coverage of Scam Protection

Scam Protect coverage

Note: Scam Protection is not an added fee or refund feature in Express Send transfers in GCash. Any refund for a transaction with a merchant or seller depends on the decision between the customer and merchant/seller only. 

One-Time Payment

  • For a one-time fee of PHP 30, your transactions are protected against various types of scams covered by Scam Protection.
  • Coverage: Receive up to PHP 15,000 in insurance coverage for scams and unauthorized transactions if your GCash account is hacked, if you’re tricked into transferring money to an impostor, or if you buy from a fake seller.
  • Validity: Protection is effective for 30 days from the date of purchase.

Monthly Renewal

  • For PHP 20 per month, you can enjoy continuous, uninterrupted protection against various types of scams covered by Scam Protection.
  • Coverage: Receive up to PHP 15,000 in insurance coverage every month. To keep your coverage active, make sure you have enough balance in your account every 30 days to maintain continuous protection against scams.
  • Opt-out / Non-Renewal: You may opt out of monthly renewal at any time by going to GInsure > My GInsure within the GCash app.

Note: This monthly renewal plan is subject to the Terms and Conditions of the Group Policy. Payment of the monthly premium serves as your consent to the renewal of the insurance.

Once your claim is approved, our insurance partner, Chubb, will reimburse the amount you were tricked into transferring from your GCash wallet or the amount of eligible unauthorized transactions (up to the benefit amount). Any review and approval of claims by Chubb is subject to submission of relevant supporting information and documents.  

Cover is provided in the event that you are a victim of the following types of fraud:

Social Engineering

This occurs when you open messages from fraudulent entities and/or individuals and are tricked into transferring funds to them using your GCash account, whether through Send Money, Bank Transfer, or other eligible channels.

Examples of Social Engineering incidents include, but are not limited to, phishing, malware phishing, spear phishing, smishing, vishing, and pharming.

Some Examples:

  • You were convinced to send money from your GCash account to a legitimate contact without knowing that their account had been hacked.
  • You were tricked into making a bank transfer from your GCash account to a scammer impersonating a reputable charitable organization.
  • You were tricked into sharing an OTP with someone pretending to be a GCash representative, who then used your GCash account for unauthorized online shopping via Web Pay.

 

Account Take Over

This refers to an attack in which a third party gains unauthorized access to your GCash account and makes unauthorized transactions. Account Takeover Fraud usually occurs through phishing, spyware, malware, or other similar scams.

Some examples:

  • You disclosed personal information, such as your password(s), to someone pretending to be a known contact or entity, who then accessed your GCash account and made unauthorized Send Money transaction(s).
  • You received an email containing a fraudulent link. After clicking the link, which installed malware on your device, a hacker accessed your GCash account and executed a series of unauthorized bank transfers that drained your funds.
  • You downloaded a rogue app containing malware that stole your login details, allowing a hacker to access your GCash account and spend your funds through unauthorized Web Pay transactions for online purchases and bill payments.

  

Online Shopping Fraud

This refers to a situation where you paid for an items or services purchased online using your GCash account, whether through Send Money, Bank Transfer, or other eligible channels, but the website, platform, or individual you purchased from turned out to be fraudulent or fake.

Some examples:

  • You sent money to buy an item from an online marketplace but did not receive the item or the scheduled service. The seller then became uncontactable.
  • You visited an online site and booked a resort for your family get-together. You linked your GCash account via GCash WebPay to complete the payment. When you arrived, you discovered that the resort you booked did not exist and that the listing was fake.
  • You made a bank transfer to book a scheduled cleaning service from an online advertisement. However, no service was provided, and all the contact details in the advertisement were fake.

Exclusions from Coverage

What’s not covered:

  • Any GCash transaction made by you in which you accidentally sent money to the wrong account.
  • Any GCash transaction made to a potential employer or recruiter in relation to a job opportunity.
  • Any claim relating to cryptocurrency, jewellery, watches, precious metals, gemstones, antiques, or collectible items.
  • Any claim relating to loss of employment, accident, sickness, or injury.
  • Any GCash transaction from a Business Account or any business-related transaction.
  • Any loss arising from, or in connection with, your employment, such as corporate-related transactions.
  • Any incident that occurred before the start date or after the end date of your insurance cover.
  • Unauthorized transactions involving GFunds, GStocks, GCrypto, and GBonds are not covered.

 Additional exclusions under the following benefits:

Benefit Exclusions
Social Engineering
  • Any advance fee fraud in which you are promised goods, services, employment, and/or financial gains in return for an upfront payment.
  • Any loss resulting from gambling, lottery, contest, promotional game, or other games of chance.
  • Losses which are recoverable from GCash.
  • An enterprise-wide cyber-attack on GCash.
Account Takeover
  • Unauthorized transactions made on your GCash account resulting from loss or theft of your electronic device(s) connected to your GCash account.
  • Unauthorized transactions made on your GCash account more than two (2) weeks before you first reported the incident to the relevant authorities.
  • Charges incurred by a relative, family member, or person you authorized to use your GCash account.
Online Shopping Fraud
  • Where a genuine online merchant becomes insolvent.
  • Where a genuine online merchant fails to deliver the eligible item or service.

For the full list of policy exclusions, please refer to the Scam Protection Group Policy.

Eligibility to Enroll in Scam Protection

You can be covered under Scam Protection if you are:

  • 18 years old or above
  • A Filipino citizen or a foreigner who is a legal resident of the Philippines
  • A fully verified GCash user

One-month cover
The coverage period of Scam Protection is effective for 30 calendar days and is valid for all covered scams within the coverage period. Insurance coverage starts on the day you enroll and pay your PHP 30 premium via GCash. When your policy expires after 30 calendar days, you may purchase the insurance again.

Monthly renewal
For a monthly premium of PHP 20, Scam Protection covers all eligible incidents within the policy period. Coverage activates immediately upon enrollment and successful payment via GCash.

Note: You cannot enroll in Scam Protection on behalf of someone else. The insured must be the GCash account owner who has successfully performed a Send Money transaction, enrolled in Scam Protection, and paid the premium via their GCash account.

 

Payment for Scam Protection

One-Time Payment

For PHP 30, you are covered for 30 calendar days. Coverage begins on the day you enroll in Scam Protection and successfully pay the premium.

If you change your mind, you may cancel your policy within 7 days of enrolling in Scam Protection. We will refund the PHP 30 premium to your GCash account, provided that you have not already made a claim under the policy.

To cancel your policy, visit this link to submit a Help Center ticket. Upon cancellation, your transactions will no longer be covered against scams.

Monthly Renewal

For PHP 20 per month, you get 30 days of continuous coverage. Coverage starts upon your enrollment in Scam Protection and renews every 30 days upon successful premium payment.

If you change your mind, you may cancel your policy at any time. If you cancel within 7 days of enrolling in Scam Protection, we will refund the PHP 20 premium to your GCash account, provided that you have not already made a claim under the policy.

During the Free-Look Period (first 7 days)

  • To cancel, visit this link to submit a Help Center ticket. 
  • Auto-deductions for the following months will stop, and you will no longer be protected against scams.
  • To get protected again, you may purchase Scam Protection during your next Express Send transaction.

Post Free-Look Period (from the 8th day onward)

  • To cancel, go to GInsure > My GInsure, select your Scam Protection plan, and toggle off Renews every 30 days to confirm.
  • Auto-deductions for the following months will stop, but you will remain fully covered until the end of your current paid period.
  • To get protected again, you may purchase Scam Protection during your next Express Send transaction.

You will receive a Confirmation of Cover from our insurance partner, Chubb, within 24 to 48 hours after successful enrollment in Scam Protection as part of your GCash Express Send transaction.

You may also visit the My GInsure page in the GCash app to check your policies. 

  • Select GInsure > My GInsure, then under Active Policies, select your Scam Protection policy and take note of your policy number.
  • Visit Chubb MyAccount and log in using your policy number and the OTP sent via SMS or email. Click Download under Policy Details to download a copy of your Confirmation of Cover.

Claims

 

  • You must file a police report within 24 hours of the discovery of the fraud 
  • You must notify GCash within 24 hours of the discovery of fraud to stop further fraudulent activities or suspend your account in the event of an account takeover fraud. Click here to file a report
  • You must make reasonable attempts to recover the funds 
  • You must retain documentary evidence of the fraud
  • Once you have fulfilled the above requirements, you may proceed to file a claim by visiting the My GInsure tab in your GCash app, select your Scam Protection policy which will lead you to My Policies. Select Submit a claim under the Quick Actions tab, and follow the instruction prompts to completion.Requirements para mag-file ng claim for Scam Protection  

 

Documents needed to file a claim for Scam Protection

  • Copy of the original police report(s) or police reference number
  • Statement detailing the discovery of the fraud or unauthorized transaction(s) from your GCash Account.
  • Documentary proof that the Express Send Money transaction was made:
    • Screenshot of the GCash transaction receipt with reference no.
    • GCash transaction activity history in-app
  • Copy of any chat communication, SMS, call log, email, fraudulent website, or other form of digital communication that led to the transfer or request for fund(s).
  • Copy of any chat communication, SMS, call logs, email, fraudulent website, or other method of digital communication showing reasonable attempts to recover the funds back from the third party.
  • Any additional supporting documents proving that you are a victim of fraud.

 

How to file a claim for Scam Protection

  1. Prepare your Scam Protection Policy ID. This is sent to your GCash-registered email within 24 to 48 hours after successful enrollment.
  2. Visit the My GInsure tab in your GCash app and select your Scam Protection policy. If you’re on a monthly renewal plan, click Make a Claim to be directed to your My Policies page. Then select Submit a Claim. You will be asked by the Chubb Claims Assessor to submit supporting documents and complete the steps required under each benefit.
  3. Upon submission of the complete documents, you should receive an email within 48 hours containing your claim number, claim information, and PDF attachment(s) of all the information you submitted. If you do not receive an email within 48 hours, please contact Chubb.
  4. Please allow 5 to 7 working days for the end-to-end claims process, from filing the claim to the release of the claims decision.
  5. If your claim is complete and approved, a settlement letter will be sent to you.
  6. You will receive the settlement via bank transfer using the bank details you provided.

Cancellation of Policy

Can I cancel my policy?

You may cancel your policy; however, we strongly encourage you to keep your insurance coverage. Cyberattacks are becoming more frequent, and it is good to have peace of mind for your GCash account.

One-Time Payment
If you cancel your policy within 7 days of enrolling in Scam Protection, we will refund the PHP 30 premium to your GCash account, provided that you have not already made a claim under the policy.

To cancel your policy, visit this link to submit a Help Center ticket. Upon cancellation, your transactions will no longer be covered against scams.

Monthly Renewal
If you cancel your policy within 7 days of enrolling in Scam Protection, we will refund the PHP 20 premium to your GCash account, provided that you have not already made a claim under the policy.

During the Free-Look Period (first 7 days)

  • To cancel, simply visit this link to submit a Help Center ticket.
  • Auto-deductions for the following months will stop, and you will no longer be protected against scams.
  • To get protected again, you may purchase it during your next Express Send transaction.

Post  Free-Look Period (from the 8th day onward)

  • To cancel, simply go to GInsure > My GInsure, select your Scam Protection plan, and toggle off Renews every 30 days to confirm.
  • Auto-deductions for the following months will stop, but you will remain fully covered until the end of your current paid period.
  • To get protected again, you may purchase it during your next Express Send transaction.

 

Contact Chubb

If you have questions about your policy, filing of claims, or status of claims filed:

  • You may call the Chubb hotline +63277565410, Monday to Friday, 9:00am – 5:00pm, excluding public holidays.
  • You may also email gcashcustomerinquiries@chubb.com
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