Frequently Asked Questions

• Ongoing System Maintenance

  PalawanPay Online Shop
  
  Kasalukuyang under maintenance ang ating PalawanPay Online Shop, Suki! Manatiling nakaantabay para sa update.

  
  
  
  
  
  

• Paano ako makakapagrehistro sa PalawanPay Mobile App?

   

  Ang PalawanPay ay open sa lahat ng local mobile networks. Kahit sino ay pwedeng mag-register basta may active mobile number at mobile device na may OS Version na 8.1 pataas para sa Android at Huawei at iOS 15 Version para sa Apple devices.

   

   

  1. Pumunta sa Google Play Store/Huawei App Gallery o Apple App Store at i-download ang PalawanPay app. Pagkatapos ay buksan ang app, pindutin, basahin, at mag-agree sa “Terms and Conditions.” I-tap ang “Submit” at i-allow ang app na ma-access ang iyong camera para sa registration.

  2. Ilagay ang iyong mobile number at mag nominate ng password na naaayon sa guidelines ng app. Matapos ay pindutin ang “Register.”

     Paalala: Pinaka-OK na gumamit ng simcard na kaparehas ng kung ano ang active number na gamit sa iyong mobile phone. Ito ay para masigurado na makakareceive ka ng timely updates via SMS and push in-app notifications.

  3. Ilagay ang One-Time Pin na na-receive via SMS na pinadala sa iyong nominated mobile number.

  4. Kumpletuhin ang mga impormasyon na hinihingi, tulad ng pangalan at kapanganakan. Pindutin ang “Register” para tumuloy.

     Paalala: Ang email address ay optional ilagay, ngunit ito’y kakailanganin kung nais mong maging isang verified user.

  5. Kumpletuhin ang iyong address at pindutin ang “Submit.”

  6. Pindutin ang “I’m Ready.” Mag selfie video at sundin ang nakalagay na instructions sa app.

  7. Mag nominate ng iyong 4-digit Mobile Pin (Quick PIN).

     Paalala: Siguraduhin na madali mong matatandaan ang iyong MPIN. Ito ang magiging password mo sa pagbubukas ng iyong PalawanPay app at kakailanganin din sa pagsagawa ng mga transactions sa app.

  8. Congratulations! Ikaw ay succcessfully registered na’t pwedeng-pwede na makagamit ng PalawanPay app!

  Optional: Pwede mong ituloy ang pag-upgrade ng iyong account para maging isang verified user at mas ma-enjoy ang maraming features ng app. Pindutin ang “Upgrade Now” para tumuloy. Kung hindi mo pa nais gawin ito ay pindutin lamang ang “Upgrade Later.”

   

• How do I get fully verified?

  Ang verification process o Know-Your-Customer (KYC) process ay isa sa mga requirements ng Bangko Sentral ng Pilipinas. Ito ay isang one-time process para masiguradong lehitimo ang isang user. Bukod dito ay mas marami rin ang maaaring ma-access na features at services ng PalawanPay kung verified ang iyong account, tulad ng mas mataas na daily limit, Cash Out, Send Money, at marami pang iba.

  
  PALAWANPAY ACCOUNT LEVELS:

  • Basic User (Level 1 o non-verified) – Ikaw ay registered lamang sa PalawanPay at pwede lamang gumamit ng mga basic services tulad ng Cash-In sa mga over-the-counter channels, Cash Out, Pera Padala, Pay Bills, Buy Load, at Borrow Load.
    
    
  • Verified User (Level 2) – Ikaw ay nakatapos at na-approve sa verification process sa pamamagitan ng pag submit ng valid ID. Congratulations! Pwedeng-pwede mo nang gamitin ang iba’t-iba pang features at services ng PalawanPay!
    
    Ang mga sumusunod ay maaari mo nang magamit:
    • Wallet limit hanggang Php 250,000.00.
    • Full access sa Palawan Pay services tulad ng Cash Out, Send Money, at marami pang iba.

  Kung ikaw ay Verified user, maaari mong magamit ang lahat ng features at services ng PalawanPay app tulad ng Cash Out at Pera Padala nang may mas mataas na monthly at annual limits kumpara sa Basic accounts.

  Para maverify ang iyong account, basahin at sundin ang mga sumusunod na steps:

  1. Buksan at mag-login sa PalawanPay app.
  2. Pindutin ang "Upgrade Account." Pindutin ang "Continue" para tumuloy.
  3. Piliin ang ID type na iyong isasubmit.
  4. Kuhanan ng malinaw ang harap at likod ng iyong ID. Pindutin ang "Next" para tumuloy.
  5. Kumpletuhin ang mga personal details na hinihingi. Pindutin ang "Next" para tumuloy.
  6. Ang iyong verification application ay nakumpleto na. Antayin ang push notification mula sa app kung ang iyong verification ay successful o hindi.

   

  See list of acceptable IDs here.

• Nakalimutan ko ang password ng aking account

  Hindi ka ba maka log-in? Nakalimutan mo ang iyong Password? Huwag kang mag alala, suki! Sundan lamang ang Forgot Password steps sa baba upang mai-reset ang iyong password. 

   

  1. Sa log-in page ng PalawanPay Mobile App, i-click ang "Recover Account" button.

   

  

  
  2. Ilagay ang iyong PalawanPay-registered mobile number.

  

   

  3. Makaka-receive ka ng verification code sa mobile number na ito at ilagay ang code na ito sa susunod na screen.

  
  
  

  4. Sagutan ang dalawang tanong upang ma-recover ang account at pindutin and "Continue".

  

  PAALALA: Ang mga tanong ay ang mga details na iyong inilagay sa iyong PalawanPay account gaya ng mga sumusunod:

  • Petsa ng iyong kapanganakan
  • Registered Municipality

   

  5. Maglagay ng new password at i-retype ito.
  Siguruhing madali mo itong matatandaan at ikaw lang ang nakakaalam. 
  
  

  

   

  6. Makaka-receive ng confirmation na ang password ay napalitan na at maaari nang mag-log in ulit.

  

   

   

   

• ProtekTODO FAQs | Sulit Solo, Premium Solo, and Premium Pamilya

   

  
  Sulit Solo, Premium Solo, and Premium Pamilya ProtekTODO
  

  
  1. What is the required age to enroll in ProtekTODO policy?
  For Sulit Solo, Premium Solo, and Premium Pamilya, an insured should be 17 to 70 years old upon enrollment. And for S5P insured should be 5-100 years old.
  
  2. What is the maximum number of policies allowed per insured individual?
  An insured can enroll up to five (5) policies only from any of the five (5) coverage. (Sulit Solo 20, Premium Solo 50 & Premium Pamilya and S5P).
  
  3. Is valid ID required upon enrollment?
  No, Customers can enroll in a policy without any valid ID. However, remind the customers that a valid ID is required upon claiming benefits.
  
  4. Can a customer enroll for insurance without having a pawn and/or remittance transaction?
  Yes. For ProtekTODO (20,50 & 100).
  **Except for Sulit Singko which needs an existing PPS transaction to avail the policy.
  
  5. Can a customer enroll for another individual's insurance policy?
  Yes. But only for ProtekTODO (20,50 & 100). Given that the customer knows the indivual's complete name, home address, birthday and qualified dependent (for Premium Pamilya), he can purchase a policy **Except for Sulit Singko which needs theInsured to enroll himself in the policy.
  
  6. Can a student avail of any Palawan ProtekTODO policy?
  Yes, anyone can avail of the policy as long as they qualify the age requirement.
  
  7. Can the claim be processed from any Palawan Pawnshop branch?
  Yes. All necessary documents required to claim can be submitted for processing to any Palawan Pawnshop branch. **Except for Sulit Singko.

  
  8. Can anyone be a beneficiary of an insurance policy?
  For PAMILYA ProtekTODO, only the immediate family members are a qualified beneficiary following the given requirements:
  With Single Status: Parents, 17 to 70 years old
  Siblings, newborn to 21 years old, fully dependent on the insured
  With Married Status: Spouse, 17 to 70 years old
  Child/ren, newborn to 21 years old, fully dependent on the insured

  
  9. Who will be the qualified dependents in Premium Pamilya ProtekTODO?
  If the Principal is married, his/her Legal Spouse will be the qualified dependent while when the principal is single, his/her Parents will be the dependent/s. Likewise, the principal insured is the qualified beneficiary of the declared family members.

  
  10. Can a nephew/niece, grandchild be a dependent?
  No, in Premium Pamilya, only the immediate family members are qualified to be dependents.

  
  11. If the Principal is single upon the enrollment, then after a month, he got married, does he need to change his civil status from single to married?
  No need to change the civil status, as long as they can present their marriage certificate in case of a claim.

  
  12. In Premium Pamilya, is it allowed that stepchild can be insured?
  Yes, if the parent legally adopted the child and as long as they can present legal documents.

  
  13. Can a child be enrolled as a dependent even if parents are not married?
  Yes, the child could be enrolled, even if parents are not married, provided the principal insured is clearly identified as a parent in the birth certificate.
  
  14. For Premium Pamilya, if the Legal Spouse died and there are 5 children, is it possible to replace the spouse with the child as a dependent?
  No because the number of allowed children as dependents is a max of 4 only. And once the policy is enrolled, they can no longer add more or remove dependents.

  
  15. Is it required to put the birthdate of the beneficiary on the program?
  No, only the birthdate of the principal is needed. Just check the ages of dependents in Premium Pamilya if it is qualified.

  
  16. In Premium Pamilya, is it possible to add a sibling/child that is married?
  No, sibling/child is qualified if only they are single and not over 21 yrs. old.

  
  17. In a motorcycle accident, the Insured fractured his bones, is it covered for permanent disablement?
  No, the policy has no coverage for medical reimbursement, in total disablement, the claimant must be a vegetative state in order for the claim to be payable and in partial disablement, there must be physical severance (putol) or total use of body parts stated in the policy.
  
  18. Can a private employer enroll his employees in ProtekTODO? Could he be a qualified beneficiary?
  The customer could enroll his employees as principal insured (see #5) but he is not qualified to be the beneficiary. Only immediate family members are qualified.
  
  19. For insured who are living in a boarding house, in the incident of fire, are they qualified to claim for assistance?
  Yes, as long as he can present a certificate that they are a resident of the area affected.
  
  20. How to claim educational assistance? (Premium Solo and Pamilya only)
  In the event of death due to an accident of the principal insured, the beneficiary, if currently enrolled as a student, is qualified for a one-time payment of the educational assistance indicated (Php 2,500).

  What if 3 students are currently enrolled, can they claim 2,500 each?
  No, Educational assistance is for one-time payment for all the beneficiaries.
  
  21. Does the customer need to comply with all the requirements once they reported on
  the branch?
  No, let the customer fill out the Notice of claim first and evaluate the claim after checking the incident if it is compensable, other documents are to follow.

  
  22. When a Security Guard died due to a gunshot while on duty, can he claim for the benefit?
  Depends on the incident. If there's no provocation, possible that the claim will be compensated.

  
  23. For Accidental Death Claim, when is the start for counting of days for the Incident
  Date to avoid late reporting?
  It must be from the actual date of the accident and not the date of death.
  
  24. How can ProtekTODO benefits be claimed?
  The incident should be reported within thirty (30) days from the date of the incident. After this, the branch shall furnish the claimant with the list of required documents for the claim. Completed documents shall be submitted to any Palawan Pawnshop branch for evaluation. Claims are payable in cash.
  
  25. Does the Permanent Disablement/ Partial Dismemberment will be considered as a valid claim if the accident is reported within 30 days, but the declaration of dismemberment was after 3-6 months from the date of the incident?
  Yes, the date of the incident should be reported within 30 days at dismemberment after month/s of the said incident.

  
  26. What if the principal has no immediate family and the grandmother is the only
  guardian he has, does the grandma can claim for the benefit?
  Yes, we will use the hierarchy of heirs if there's no family available. They will just provide a legal document/s in case of a claim.

  
  27. Why is it required to have a medical statement stating that there is an amputation in the claim of dismemberment?
  Because there will be no other medical records stating that there is an amputation, and it is the right of the Insurance provider to ask for any other additional document/s for their checking on certain claims. 

   

  28. In Premium Solo and Premium Pamilya, in an incident of the principal died due to her pregnancy, does the cause of covered for the Natural Death benefit?
  No, any pregnancy-related causes will not be compensated in the policy.
  
  29. Does the 180 days waiting period also applicable for Premium Solo?
  Yes, both applicable in Premium Solo and Premium Pamilya.

  
  30. Who will be the qualified claimant if we didn't put a beneficiary for Sulit and Premium Solo in the program?
  If married: Legal Spouse
  If single: Parents
  What if Spouse or parent is not available? Any immediate family or will use the hierarchy of heirs.

  
  31. Is the Suki card still applicable for discounts?
  Yes, it is still the same, a 5% discount for SukiCard holders.
  Applicable in all policies. **Except, Sulit Singko ProtekTODO

  
  32. Is Batch enrollment applicable for all policies?
  Yes, a 10% discount for a minimum of 30 enrollees.

  
  33. Is it applicable to transact batch enrollment with different policies?
  Yes, as long as PLAN/Amount details in excel were correct.

  
  34. Is there a maximum pcs in transacting batch enrollment?
  There's no maximum or limit, just a minimum of 30 enrollees.

  
  35. How to avail 10% in renewal?
  In order to avail of the renewal discount, the policy must be expired. The customer is given two weeks after the expiration of the policy for him to avail of the discount.

  
  39. How much is the Sulit Singko? And how many times can a customer enroll in this policy?
  P5.00. A customer can enroll on how many he wants to, but a max of 5 policies will be compensated once there's a claim.
  
  36. What are the benefits of S5P?
  
  i. Accidental Death benefit (Motorcycle, Unprovoked Murder & Assault)
  P20,000.00
  ii. Death due to Any Cause (Natural Death or Death due to Sickness
  P2,500.00
  iii. Cash Assistance Death Benefit (due to Accidental Death) P2,500.00

  
  37.  What is the validity of S5P? Can it be renewed?
  S5P is valid for 1-month (30 days). It is not renewable, but a customer can enroll in a new policy after the expiration date of the current policy.

  
  38 . Who will be the qualified Insured in S5P?
  All PPS customers that have a transaction in PEPP Send and Received (domestic & international), Sangla, MC, E-load, Padala to Bank, Bills Payment, etc.
  If Minor availed the S5P, he needs to have a guardian in availing the policy.

  
  39. Does S5P requires a beneficiary to be the claimant?
  No, Automatic beneficiary will be the immediate family of the Insured.
  If Married: Legal Spouse and child/ren/.
  If Single: Parent/s and Siblings
  
  40. What are the exclusions of S5P?
  There are no exclusions in S5P, except for Pre-existing condition.
  But this is still subject to evaluation from our end.

  
  41. In S5P, how many days does the incident need the claimant to report?

  Within 30 days after the incident.

  
  42. In case of a claim, what is the process for the beneficiary?

  The beneficiary should go to the availing branch where the Insured availed the S5P. They need to present the form of transaction where the printed details of the S5P or text notification received.
  **In case there's no proof for the form, just find the transaction name of the Insured In the PPSIIS.

  
  43. What if for the redeemed transaction? Can the customer avail of the S5P?
  YES, the customer can avail of the S5P. Just use the Pawn ticket for keep the pawn ticket, just find the generated COR number in the IIS and print it on the PEPP form, let the customer write his name, and have it signed. Get the PEPP form for the branch filing.
  **REMINDER:
  Make sure that the customer hasn't availed of the S5P when he pawned/renewed within one month.

  
  44. What if the customer pawned today and availed of the S5P? After that day, he
  redeemed his pawn. Is the S5P policy still valid?
  Yes, it is still valid, because before he availed the policy, he has an existing transaction.

  
  45. Can a customer enroll for other people in S5P policy, or the Insured is not on the actual branch? What if you're enrolling for someone else?
  No, whoever goes to the branch, they are automatically insured.

  
  46. Can a foreign avail our ProtekTODO Insurance?
  Yes, they can avail the policy as long as if there is a claim, the incident/accident happened in the Philippines.

   

  47. Does the live-in partner can be a dependent in Premium Pamilya?
  Live-in partners or common-law wife or husband will be considered as Legal Spouse and will be part of the principal insured's dependent on the policy.
  **Note: A certificate from the Barangay or Affidavit of Cohabitation must be provided.
  
  48. Is it still required to put the complete address on the program for Sulit Solo 20,
  Premium Solo 50 and Premium Pamilya 100?
  No, A period or dot (.) may instead be typed on the address field
  to proceed with the transaction. In case of claims for fire assistance, the
  insured shall be required to submit a certification from the barangay that he
  is a resident of the affected area.

• Gawang Pinoy Para Sa Pinoy Raffle Promo

  

   

  PROMO MECHANICS

  All PalawanPay users who will be able to upgrade their PalawanPay account to ‘verified’ and do a
  one-time cash-in to their PalawanPay account with a minimum amount of P500 within the duration
  of the promo will be qualified to earn an e-raffle ticket and a chance to win prizes stated below:

  PRIZES
  Trip to Boracay for two (2) people
  Trip to Palawan for two (2) people
  NMAX Motorcycle
  2 grams of Palawan Gold Bar
  PalawanPay Credits worth P2,000

  
  DURATION

  Promo period is from August 9 to November 9, 2024

  WHO ARE QUALIFIED TO PARTICIPATE

  The promotion is available to all PalawanPay users who purchase Palawan ProtekTODO insurance through the PalawanPay app within the promotional period.

  DTI Fair Trade Permit No. FTEB 198480 Series of 2024

  WHO ARE QUALIFIED TO PARTICIPATE

  The promo is open to:

  1. All PalawanPay users residing in the Philippines, 13 years old and above are eligible to join.
  2. All PalawanPay users who will be able to:
     • a. (Step 1) Upgrade their PalawanPay account to ‘Verified’ within the promo duration:
       • i. This covers new users who will download the app, register an account, and successfully upgrade their account to ‘Verified’ existing users (‘Basic’ account holders) who will successfully upgrade their account to ‘Verified’.
     • b. (Step 2) Do a one-time cash-in to their PalawanPay account with a minimum amount of P500.
       • i. Cash-in method covers:
         • 1. Cash-in via any of InstaPay’s 70+ partner banks and e-wallets
         • 2. Cash-in via any Palawan outlet (i.e. Pawnshop, PSB, PEPP Outlet, RSA, PalawanPay Money Shop)

  Employees of Palawan Group of Companies, advertising agency, and participating outlets including their relatives up to the second degree of consanguinity or affinity are disqualified from joining the promotion.

  HOW TO EARN A RAFFLE ENTRY
  All PalawanPay users who will be able to upgrade their PalawanPay account to ‘verified’ and do a
  one-time cash-in to their PalawanPay account with a minimum amount of P500, will be qualified
  to earn an e-raffle ticket.
  
  DEADLINE OF SUBMISSION OF ENTRIES (DATE & TIME)
  November 9, 2024, 11:59 PM (GMT +8)

  DETERMINATION OF WINNER

  1. Date and Time
     1. The draw will be on November 15, 2024, 2:00PM, supervised by a DTI representative and representatives from Palawan Pawnshop – Palawan Express Pera Padala. (Announcement: November 22, 10AM).
  2. Venue
     1. PPG – Makati Office – 7263 J. Victor Street, Pio del Pilar, Makati City 1230
  3. Raffle Draw
     1. a. An internal program randomizer will be used to draw the winners under a DTI representative’s supervision. A customer can only win once and one prize during the promo duration.
     2. b. In case a customer’s name is drawn multiple times, he or she will get the prize of a higher value. Prizes will be disbursed as is and not as cash. The prize is non-transferable.
     3. c. Order of Raffle
        1. i. PalawanPay Credits worth Php 2,000.00
        2. ii. 2 grams of Palawan Gold Bar
        3. iii. Trip to Boracay for two people
        4. iv. Trip to Palawan for two people
        5. v. NMAX Motorcycle

   

  – Cash conversion only applies to trips to Boracay and Palawan. Claiming of prize is until 60
  days from receipt of written notice from the PalawanPay representative. Failure to claim
  prizes within the said days will be forfeited with prior DTI approval.
  – Travel period is valid one (1) year from the date of redemption.
  – Registration of prize, insurances, shipping costs and other expenses in claiming the prize,
  will be borne by Palawan Group of Companies.

  WINNERS
  – All winners of the raffle will be announced on PalawanPay’s social media pages (Facebook).
  All winners will be notified via text message and registered mail by the PalawanPay officer.
  – All winners will receive prizes tax free. The Palawan brand will pay tax for prizes exceeding
  P10,000.00.
  – All winners may claim their tangible prize at the nearest Palawan Express branch. To claim
  the prize, winners must present a valid ID and text notification.

  TERMS AND CONDITIONS
  1. Palawan Group of Companies reserves the right to repurpose posted content related to this
  for promotional purposes.
  2. Each winner shall allow PalawanPay to use his/her name or picture in its marketing
  communication materials.

  DTI Fair Trade Permit No. FTEB 199527 Series of 2024

• Summary of Ongoing Promos

  Hello Suki! 
  
  Makikita mo dito ang lahat ng ongoing promos kung saan, depende sa promo, ay maari kang:
  

  • Makakuha ng vouchers
  • Makapag-earn ng additional points
  • Makasali sa raffle

  Para malaman ang kumpletong detalye, i-click lamang ang photo o title ng pangalan ng promo sa baba.

  
  
  PALAWANPAY BAYANI SA PADALA PROMO
  

   

  GAWANG PINOY PARA SA PINOY RAFFLE PROMO
  
  
  CLAIM NG PADALA, BALIK ESKWELA PROMO
  
  
  PAYDAY PAYBILLS
  
  
  20 POINTS PA MORE
  
  
  REFER A SUKI
  
  
  EC-WIN SA PALAWANPAY PROMO
  
  
  CASH-IN CASHBACK PROMO
  
  
  EC-WIN SA PALAWANPAY PROMO
  
  
  UNLI-LIBRE CASH-IN
  
  
  SMART SUMMER PROMO
  
  
  REGISTER & EARN POINTS!
  
  
  CASH-IN TO WIN
  
  
  VERIFIED SUKI VOUCHER