Help & Support - World Mastercard FAQ | OCBC Malaysia

Help & Support

Cards - OCBC World Mastercard

frequently asked questions
  • What can I get from my OCBC World Mastercard?

    You can earn Cashback on purchases validly charged to the Cardmember’s OCBC World Mastercard as provided in the table below.

    Table 1

    Cashback Transactions For Cashback Calculation
    0.5% Local Spending (via Ringgit Malaysia only)
    1.0% Overseas Spending (via foreign currencies besides Ringgit Malaysia)*

    *Excludes spending in certain countries / territories. Please refer to item 3 below for more details.

  • What is the maximum Cashback limit I am entitled to every month?

    There is no maximum Cashback limit on your Total Retail Spending. Below are the examples of the Cashback calculation:

    Illustration 1

    Retail Spending Type Total Retail Spend Cashback Earned
    Local spending (0.5% Cashback) RM500.00 RM2.50
    Overseas spending (1.0% Cashback) - -
    Total Cashback Earned RM2.50

    Illustration 2

    Retail Spending Type Total Retail Spend Cashback Earned
    Local spending (0.5% Cashback) (via Ringgit Malaysia only) RM500.00 RM2.50
    Overseas spending (1.0% Cashback) (via foreign currencies besides Ringgit Malaysia) RM1,000.00 RM10.00
    Total Cashback Earned RM12.50
  • What is Total Retail Spending?

    Total Retail Spending means the total amount of your retail spending. The table below shows you what transactions are retail spending and what are not.

    Retail Spending*

    (Transactions Below Are Included For Cashback Calculation)

    Non-Retail Spending

    (Transactions Below Are Excluded From Cashback Calculation)

    1. Local and overseas/foreign currency purchase
    2. Auto Debit/Recurring
    3. E-Commerce/Online Purchases
    4. Instalment Payment Plan (IPP)
    5. Mail Order/Telephone Order
    1. Easy Payment Plan (EPP)
    2. Balance Transfer (BT)
    3. Call for Cash (CFC)
    4. Power Credit Cash Plus
    5. Auto Balance Conversion
    6. Outstanding Balance
    7. Cash Advance
    8. Finance Charge
    9. Annual Fee
    10. Late Payment Charge
    11. Reversal on Transaction
    12. Disputed Transaction
    13. Fraudulent Transaction
    14. Card Replacement Fee
    15. Service Tax
    16. Other Fees and Charges
    17. Donations to Charitable and Social Service Organisations
    18. Government-related payments
    19. Jompay, FPX and Duitnow QR transactions
    20. Any transactions made in the United Kingdom, or in the country which is a member of the European Economic Community (EEC) or European Union (EU) including Aland Islands, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, French Guiana, Germany, Gibraltar, Greece, Guadeloupe, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Martinique, Mayotte, Netherlands, Poland, Portugal, Reunion, Romania, Saint Martin, Slovakia, Slovenia, Spain, Svalbard and Jan Mayen, Sweden, Iceland, Liechtenstein and Norway.

    *Exclude transactions in countries specified in items (20) under Non-Retail Spending (including online/e-commerce transactions made to merchants tagged to the aforementioned countries)

  • When will I get my Cashback?

    The Cashback is accumulated based on your monthly billing cycle and will be credited into your Credit Card account on the last day of your billing cycle.
  • How many complimentary accesses opportunities do I get to the KLIA Plaza Premium Lounge?

    Both Principal and Supplementary OCBC World Mastercard Cardmember are each entitled to 2 complimentary opportunities per calendar year to access the KLIA Plaza Premium. The definition of a calendar year is from 01 January until 31 December of a particular year.
  • Can I still access the KLIA Plaza Premium Lounge after I’ve used up my 2 complimentary access opportunities?

    Yes. From the third visit onwards, the prevailing rate will apply; however there will be a 25% discount on the entry fee for 3 hours of lounge usage at KLIA Plaza Premium Lounge.
  • Can I use one OCBC World Mastercard for 2 complimentary entries for 2 persons at the same time for KLIA Plaza Premium Lounge?

  • Is there any discount if I bring a guest?

    Yes. There is a 25% discount on the prevailing rate for your guest on the 3 hours lounge visit at the KLIA Plaza Premium Lounge, regardless of the number of guests.
  • What is the travel insurance about and how am I entitled to it?

    This travel insurance is a personal accident insurance with coverage of up to RM2 million. To be entitled to it, you must charge your full airfare to your OCBC World Mastercard.
  • Which insurance company is the insured company for the Travel Accident Benefit?

    The insurance company that insures the Travel Accident Benefit is Great Eastern General Insurance (Malaysia) Berhad.
  • What is the coverage and benefit amount of the Travel Accident Benefit?

    No Travel Accident Benefits Benefit Amount (RM)
    1 DEATH, if occurring within 100 days after the date of accident 2,000,000
    2 PERMANENT DISABLEMENT specified below, if occurring within 100 days after the date of Accident:
    a) Total and incurable paralysis or insanity or injuries resulting in being permanently bedridden 2,000,000
    b) Loss of two limbs 2,000,000
    c) Loss of sight of both eyes 2,000,000
    d) Loss of one limb and sight of one eye 2,000,000
    e) Loss of one limb 1,000,000
    f) Loss of sight of one eye 1,000,000

    “Loss” as used in reference to limbs shall mean complete and permanent severance through or above the wrist or ankle joint and, as used in reference to eye, shall mean total and irrecoverable loss of the entire sight of such eye.

  • What are the claim procedures?

    On the happening of any occurrence likely to give rise to a claim under the Travel Accident Benefit, you may notify the claim via Great Eastern General Insurance (Malaysia) Berhad (GEGM)’s corporate website at as soon as possible and in any event, within thirty (30) days after the date of the occurrence.

    You will have to provide GEGM with the following documents:-
    1) Claim Form
    2) Detailed Post Mortem/ Medical Report (for fatal claim)
    3) Copy of Death Certificate (for fatal Claim)
    4) Copy of Police Report on the alleged accident
    5) Medical Specialist Report confirming the permanent disablement and percentage of disability
    6) Travel Itinerary
    7) Counterfoils of air tickets and details of flight
    8) Copies of Credit Card statement verifying that the relevant air tickets for the insured trips were charged to your card.
    9) Nominee’s/ Claimant’s Identity Card and proof of relationship (for fatal claim)
    10) Letter of Administration/Distribution order (if no nomination on record for fatal claim)
    11) Direct Credit Facility Form
    12) Top portion of bank statement depicting the account details

    Or other further documents or evidence as may be reasonably required by GEGM to assess the claim.
  • Does it cover my family?

    You must charge your family members’ full airfare to your OCBC World Mastercard to be entitled to the coverage. Definition of family: Holder of the OCBC World Mastercard's legally married spouse and legally dependent children under the age of 23 years old who are unemployed and unmarried. Father/Mother/Siblings/Cousins/Parents-in-law/Brother/Sister-in-law etcetera are excluded.
  • Does it cover my family if I do not travel along?

    Yes, as long as you charge your family member’s full airfare to your OCBC World Mastercard they will be entitled to the insurance coverage as well. Definition of family is as follows: Holder of the OCBC World Mastercard's legally married spouse and legally dependent children under the age of 23 years old who are unemployed and unmarried. Father/Mother/Siblings/Parents-in-law/Brother & Sister-in-law are excluded.
  • Is my supplementary card entitled to this travel insurance too?

    Yes. As long as they charge their full airfare to their OCBC World Mastercard.
  • How can I activate my card?

    View the steps to activate your card here.