Frequently Asked Questions

Billing and Enrollment

Enrollment Cost

  • Q. How much does OnGuard cost?

    For your protection and convenience, you may choose from 3 tiers of coverage when enrolling to OnGuard. Please contact us today to determine which coverage best suits your needs, and the associated pricing.

  • Q. How are your services billed?

    All services are conveniently billed directly to the credit card to which your OnGuard enrollment is charged.

Cancellation Policy

  • Q. How do I cancel the service?

    If you are not completely satisfied with your OnGuard enrollment you may cancel at any time. Your cancellation will be effective as of the last day of the billing cycle or 30 days after the notification is received, whichever is earlier. Please contact us if you wish to cancel your service, and all future monthly charges will be stopped.

General Questions

General

  • Q. I travel for work and pleasure. Is your coverage worldwide?

    Yes! OnGuard protects and assists you whether in Thailand and anywhere else around the world that you happen to be traveling to:

    • Card Loss, Fraud and Stolen protection – worldwide coverage
    • ATM Robbery protection – worldwide coverage
    • Personal Accident insurance – worldwide coverage
    • Emergency Cash Advance, Emergency Hotel Bill Payment and Emergency Air Ticket Replacement - anywhere at least 160KM from home
    • Rebound Mobile Security app – worldwide coverage
    • Medical and legal referrals - worldwide coverage
  • Q. Is your service 24 hours a day, 7 days a week?

    Yes! Our support line is available 24/7 to:

    • Guide you post a card fraud and lost or ATM robbery incident
    • Provide you emergency cash services
    • Assist you with mobile phone locking and location mapping

Card Loss, Fraud & Theft Protection

Mobile Phone & Information Protection

  • Q. What is Rebound Mobile Security?

    Rebound Mobile Security is an innovative app that helps protect your smartphone and all of the important information it contains.

  • Q. How do I download the Rebound Mobile Security app?

    Simply activate your Rebound Mobile Security app through the Mobile Phone & Information Protection tab. You will be prompted to enter your National Identity Number, Thanachart Policy Number, Name, E-mail Address and Mobile Phone Number, which will trigger an SMS text message to your smartphone containing instructions and your Authorization Code to download the app.

  • Q. Why do you require my National Identity Number?

    We require your National Identity Number to verify that you are eligible to download the Rebound Mobile Security app.

  • Q. What types of mobile phones is the Rebound Mobile Security app compatible with?

    Currently, the Rebound Mobile Security app is supported on the following operating systems:

    • Android 4.0 and above
    • Apple iOS 5.0 and above (iPhone)
    • Blackberry 5.0 and above (excluding Blackberry 10)
    • Windows Phone 8
    • Symbian 3rd & 5th Edition
    Note: Supported features vary by phone types and platforms. New versions of operating system will be assessed and updated accordingly.
  • Q. What do I do if I have lost my mobile phone?

    If you have lost your mobile phone, send the lock command immediately. To help find your mobile, you may login to your Rebound Mobile Security Vault through the Mobile Phone Protection tab, or text your lock PIN code (on supported operating systems), to view or receive a link back to your mobile’s location on Google maps. Rest assured that there is a simple and convenient process for a finder to return your mobile phone to you. If your mobile phone is stolen, the Rebound Mobile Security app provides comprehensive protection to deter the thief by locking your phone and securing your personal data.

  • Q. Can the Rebound Mobile Security app help me locate my mobile phone if it’s off?

    If your mobile phone is off, the Rebound Mobile Security app can show you its last location before it was turned off. As soon as it is turned back on, all of the Rebound Mobile Security app’s valuable features turn back on with it!

  • Q. I lost my mobile phone – how does the Rebound Mobile Security app help me get it back?

    If your mobile phone is lost, upon locking the phone, a message will be displayed on the locked screen for the finder to easily contact us. We will then arrange for its pick-up and safe return at no cost to you!

  • Q. How do I change the phone number associated with my Rebound Mobile Security app?

    Simply log in to your Rebound Mobile Security Vault through the Mobile Phone Protection tab. From here you will be able to manage your Rebound Mobile Security app, allowing you to change the phone number associated with your account. Alternatively, you may contact us to have an agent update your mobile phone number on your behalf.

Travel Emergency & Convenience Services

  • Q. How do I request Emergency Cash, Hotel Bill Payment or Airline Tickets?

    If you have reported your cards lost or stolen to your card issuers, through OnGuard, we will ask if you require Emergency Travel Cash, or cash for Hotel Bill Payment or Replacement Airline Tickets. As long as you are at least 160 KM from home we will arrange for an emergency wire transfer of up to 30,000฿ to be made available to you at a nearby remittance centre. Amounts provided under these services will be billed to your new replacement Thanachart credit card 30 days after your initial request. Your account must be in good standing to take advantage of this benefit.

  • Q: How do I request Emergency Phone in Touch service?

    If you encounter an emergency e.g. lost your phone while traveling, and require help to get in touch with your loved ones, you can either:

    • Call 1770 (if you are in Thailand) or +662-217-5770 (if you are overseas); or
    • Send an email to info@onguard.in.th with the number you want to be contacted on

    Depending on your carrier, you may have to incur roaming charges

  • Q: Can Supplementary Cardholders sign up for OnGuard?

    Yes, they can receive coverage for themselves and the cards that are under their name (excluding Primary Cardholder and cards under his/her cards)

  • Q: I have lost my ATM receipt. What do I do?

    Please take the policy report to your bank to request for an ATM receipt

Privacy and Security

    Billing and Enrollment

    Enrollment Cost

    • Q. How much does OnGuard cost?

      For your protection and convenience, you may choose from different tiers of coverage when enrolling in OnGuard. Please contact us today to determine which coverage best suits your needs, and the associated monthly pricing.

    • Q. How are your services billed?

      All services are conveniently billed on a monthly basis directly to the Thanachart credit card of your choice to which your OnGuard enrollment will be charged.

    Cancellation Policy

    • Q. How do I cancel the service?

      If you have changed your mind with your OnGuard enrollment, you may cancel at any time. Your cancellation will be effective as of the last day of the last billing cycle. Please contact us if you wish to cancel your service, and all future monthly charges will be stopped.

    • Q. Is there a Free Look period?

      Yes! If you wish to cancel the insurance policy for any reason, you can return the insurance policy to us within 30 days from the date of receiving the Welcome Package and we will refund you. This is provided that there has been no insurance claims made during the Free Look period.

    General Questions

    General

    • Q. I travel for work and pleasure. Is your coverage worldwide?

      Yes! OnGuard protects and assists you whether in Thailand and anywhere else around the world that you happen to be traveling to:

      • Card Loss, Fraud and Stolen protection – worldwide coverage
      • ATM Robbery protection – worldwide coverage
      • Personal Accident insurance – worldwide coverage
      • Emergency Cash Advance, Emergency Hotel Bill Payment and Emergency Air Ticket Replacement - anywhere at least 160KM from home
      • Rebound Mobile Security app – worldwide coverage
      • Medical and legal referrals - worldwide coverage
    • Q. Is your service 24 hours a day, 7 days a week?

      Yes! Our support line is available 24/7 to:

      • Guide you post a card fraud and lost or ATM robbery incident
      • Provide you emergency cash services
      • Assist you with mobile phone locking and location mapping

    Card Loss, Fraud & Theft Protection

    Personal Accident Protection

    • Q. How do I file a personal accident insurance claim?

      You must contact us within 30 days of the accident to start an insurance claim. Each type of coverage will require documentation to prove your loss. Please refer to your Insurance Policy or contact us for the detailed requirements prior to submitting your claim.

    • Q. What if I have multiple claims to make resulting from one loss?

      In the event that you experience a loss which qualifies for more than one type of insurance claim, and the periods for such benefits overlap, only one benefit is payable. You will be compensated for the benefit that amounts to the largest amount payable to you.

    • Q. Can I change my beneficiary?

      Yes! Please contact us if you wish to change the name of your beneficiary. You may name two beneficiaries and the benefit will be paid out equally unless indicated otherwise.

    Mobile Phone & Information Protection

    Travel Emergency & Convenience Services

    • Q. How do I request Emergency Cash, Hotel Bill Payment or Airline Tickets?

      If you have reported your cards lost or stolen to your card issuers, through OnGuard, we will ask if you require Emergency Travel Cash, or cash for Hotel Bill Payment or Replacement Airline Tickets. As long as you are at least 160 KM from home we will arrange for an emergency wire transfer of up to 30,000฿ to be made available to you at a nearby remittance centre. Amounts provided under these services will be billed to your new replacement Thanachart credit card 30 days after your initial request. Your account must be in good standing to take advantage of this benefit.

    • Q: How do I request Emergency Phone in Touch service?

      If you encounter an emergency e.g. lost your phone while traveling, and require help to get in touch with your loved ones, you can either:

      • Call 1770 (if you are in Thailand) or +662-217-5770 (if you are overseas); or
      • Send an email to info@onguard.in.th with the number you want to be contacted on

      Depending on your carrier, you may have to incur roaming charges

    • Q: Can Supplementary Cardholders sign up for OnGuard?

      Yes, they can receive coverage for themselves and the cards that are under their name (excluding Primary Cardholder and cards under his/her cards)

    • Q: I have lost my ATM receipt. What do I do?

      Please take the policy report to you bank to request for an ATM receipt

    Privacy and Security