Terms and Conditions
EMERGENCY ROADSIDE ASSISTANCE
- Change of a flat tyre
- Fuel assistance (the first 10 litres is covered and the cost thereafter will be for the member's account).
- Flat battery (jump start covered for call out and 1 hour labour. The cost of a battery replacement will be for member’s own account). If a jump start is not possible, the vehicle will be towed to the nearest battery fitment centre or relevant repair centre. In the event that the fitment/repair centre is not open to receive the vehicle, the vehicle would be towed to the Service Provider’s yard for safe keeping. Should the towing distance to the nearest fitment/repair centre and that to the client’s home address be the same, the vehicle could be towed to the client’s home. A second tow the next day would be paid for. A faulty battery should be replaced within a reasonable period. Should assistance with a flat battery be requested more than once within the same week, the cost will be paid by the client..
- Keys Locked in vehicle - unlocking only (cost of replacing keys is for the member's account).
- Minor roadside-running repairs related to breakdowns. This includes mobile solution for coils, immobilizers, fuses and limited assistance on fan belts.
- The cost of fuel and parts for member’s own account.
- Name of Primary Case Manager
- Reference Number (ease of calling in and enable anyone of the Assist Agents to intervene or provide further details to the member)
- Once a Service Provider has been appointed, the responding Service Provider details will be sent along with the ETA
- Any changes made to the case (new Service Provider and additional requests etc.)
- If there is a shift change, the details of your New Case Manager will also be sent
- Services will only be rendered to validated members
- Battery replacement costs are for the member's account
- Limited to South African territory only
- Roadside-assistance services are only available in the event that the breakdown or accident occurs within South Africa, Lesotho or Swaziland.
- All services must be authorised, arranged and managed by the Contact Support Centre. Any costs incurred through arrangements made by the member without prior authorisation from the Contact Support Centre, shall not be reimbursed.
- In the event of a mechanical or electrical breakdown, the vehicle is to be towed to the closest franchised dealer or repair centre from the scene of the breakdown.
- The liability only extends to the towing of one vehicle and not a trailer, boat or caravan. Multiple tows (e.g. where you need a trailer, boat or caravan towed) will be for the member's account. Second Tows will be for the member's account.
- A member will only be entitled to the car hire and overnight accommodation benefits if the vehicle was towed by the service provider.
- An accident shall be defined as damage to one or more body panels (which will require repair in a body shop) as a result of a collision with another vehicle or object.
- An accident shall also include instances where the engine catches fire, or where impact with a pothole, kerb or pavement results in damage to the suspension, wheels or undercarriage (and not necessarily the body panels), and where it is clear to the member and the service provider that the damage is of an insurable risk nature, irrespective of whether or not the car is insured. In instances of doubt the service provider shall arbitrate on this latter definition. In the event of the accident being caused by mechanical failure, and in essence where the vehicle under these description is non-driveable, the incident will be considered to be an accident.
- In the event of an accident, the vehicle is to be towed to the closest insurance approved motor body repairer (MBR) or member elected panel beater from the scene of the accident.
- The vehicle is not in a roadworthy condition
- The vehicle is a motor home or large panel van (weighing in the excess of 3.5 tons)
- The vehicle has a gross mass exceeding 3.5 tons
- The fault is with a trailer, boat trailer or caravan
- The vehicle is already at a place of repair
- Labour, overtime or cellular-phone charges, toll-gate fees, call-out fees, weekend levies, storage charges, hitching/salvage/recovery (defined as an insurable risk related to accessing the vehicle) fees and the cost of spare parts
- Repair charges
- Charges for assistance rendered by a private person
- Charges for assistance required due to participation in a motorised-sporting event
MEDICAL ASSIST ACCESS
- Emergency telephonic advice and information - 24/7
- Referrals to medical practitioners and facilities
- Liaison with next of kin to keep them informed
- Poison Hotline - In House
- Suicide Hotline - Life Line
- Rape and HIV Counselling
- Family and Domestic Abuse
- Child Abuse
- Bereavement Counselling
- Emergency medical response to the scene of an incident
- Emergency medical transportation to the nearest appropriate medical facility
HOME ASSISTANCE
- Name of Primary Case Manager
- Reference Number (ease of calling in and enable anyone of the Assist Agents to intervene or provide further details to the member)
- Once a Service Provider has been appointed, the responding Service Provider details will be sent along with the ETA
- Any changes made to the case (new Service Provider and additional requests etc.)
- If there is a shift change, the details of your New Case Manager will also be sent.
- Plumbers
- Glaziers
- Electricians
- Locksmiths
- Tree Felling
- Bee Keepers and Pest Controllers
- Appliances (member will be covered for the call out and one hour labour for large white appliances)
- Overall limit of 3 (three) incidents or R2000 per member per annum applies.
- Please note that the call out fee and first hour of labour will be covered under Home Assistance, however the cost of parts and additional labour will for your own account.
- Where the incident is not considered an emergency that requires immediate attention, we will provide a referral for any specific Service Provider and all costs will be for the member’s own account.
- The benefit period is one calendar year and the benefit does not accumulate, but is a maximum amount per annum.
- A repair incident is considered per service category, e.g. if an electrician is called out to repair on the distribution board as well as an electrical connection, this is treated as one call out.
- Benefit excludes MAINTENANCE (Of any kind)
- Replacing light bulbs
- Adjustment of thermostats
- Any remote controls or access controls
- Normal wear and tear/safes
PLUMBERS
- Visible burst water connections and pipes
- Blocked drains, toilets, baths and sinks, causing further damage to the Home
- Emergency Geyser overflow, valves (Latco and pressure release) causing loss of hot water and pressure-release problems.
- Jacuzzi,
- swimming pools and
- boreholes and borehole pumps;
- leak detection inspections,
- repairs not complying with regulated specifications such as SABS and others,
- leaking taps,
- replacement of a burst geyser,
- septic tanks and
- water supply interruptions to permanent residence
GLAZIERS
- Glazier assistance is a 24-hour help line, offering assistance where a service provider is dispatched to ensure that side glass or building glass can be professionally replaced.
- Broken or badly cracked window panes which could result in access to the residence No materials are covered as this is for the beneficiaries account (the actual glass etc. is for the member’s own account)
ELECTRICIANS
- Distribution boards, circuits, main cables causing power failure
- Earth-leakage relays causing power failure
- Geyser connections, and elements, causing 100% power failure
- Plug points causing 100% power failure
- Light fittings or switches causing 100% power failure
- Lightning strikes on wiring
- Multiple burnt connections on wiring or plug points causing 100% power failure
- Connections to all electrical motors (e.g. electric gate motor) causing 100% power failure
- Electric gates and doors ;
- Jacuzzi,
- Swimming pool and
- Borehole pumps ;
- Air conditioners and
- Commercial refrigeration ;
- Repairs not complying with regulated specifications such as SABS and others ;
- All electrical motors (e.g. electric gate motor) ;
- Main electrical supply interruptions to permanent residence.
LOCKSMITHS
- If keys are broken off or lost for a main entrance or exit of the house (This includes outbuildings)
- If a person is locked inside the house or any room within the house
- Burglary incidents (the member will be assisted, but is liable for the cost);
- Garages;
- Padlocks;
- Replacing of damaged locks (the member will be assisted at his / her own expense);
- Tree Fellers / Bee Keepers and Pest Controllers - paid for up to the per incident limits only and only within day light hours.
- Should a break in occur, security assistance and guarding services will be provided at the member’s request. This will be for the member’s own account.
BEE KEEPERS AND PEST CONTROLLERS
- Ants
- Mice
- Rats
- Flies
- Spiders
- Cockroaches
- Fridges & freezers
- Washing machines
- Tumble Driers
- Microwaves
- Washing machines
- Dishwashers
- Stoves and ovens only if complete function is lost - if one or more plates are working, it is not deemed an emergency repair.
LEGAL ASSIST, ADVICE AND ACCESS
- A 24-hours telephonic legal advice line;
- A legal document service; and
- A direct legal consultation service
- Letter of demand
- Find a lawyer
Advice
Members and their immediate families have on-going access to a 24-hour legal advisory service on any aspect of the law such as criminal law, family law, insurance law, child law, labour law, motor law, etc. The member and his immediate family is entitled to utilise the advice service as frequently as required provided that the assistance shall be furnished to the member directly and only on legal matters pertaining to the member, and, in his or her personal capacity.
30-minute free consultation
This service involves a free initial 30-minute consultation should any matter require legal action. The member will then be referred to a lawyer who forms part of our national network for a direct free 30-minute consultation. After the 30-minute consultation, the member can then elect whether or not to continue with that specific lawyer’s services at a fee structure agreed to between himself and the lawyer. Such fees will be for the member’s account. The free 30-minute consultation service is available at a lawyer that is situated within the magisterial district where the member resides.
- The member calls the call centre number and provides full information of the circumstances and services required.
- The call centre advisor will assess the situation and inform the member of the procedure pertaining to the service; and
- Advise the member; or
- Forward a standard legal document to the member if such was needed; or
- Refer the member to a lawyer for a 30-minute free legal consultation if necessary; or
- Inform the member that the nature of the matter necessitates more research after which a lawyer would return the member’s call with the requested advice.
- Where necessary a letter of demand will be sent on behalf of the member.
- When necessary and if litigation is the only option left to the member, the
TUTOR LINE
Tutor Line provides access to professional and qualified tutors. Their role is to encourage, explain and assist children during those difficult moments of evening homework where so often parents are not available, or equipped to deal with the issues.
English,
- Telephonic learner support, education and project compilation assistance in all the major subjects.
- The tutor’s role is further to encourage and assist with projects or homework when the parent is not available or equipped to deal with the child’s/student’s queries.
- Internet access allows the competent tutors to search for information and compile summaries where required.
- Modes of communication include: fax, email and mail.
- The tutor service is provided by qualified and practicing education specialists.
- Tutors are highly qualified, practicing teachers and are therefore at the forefront of teaching practices and curricula.
- Tutors are supported by administrative, research and IT personnel who assist in IT database compilation and project research.
- Tutors in the following subjects are currently available:
- Maths Literacy
- Mathematical Science
- Natural Science
- Social Sciences: History
- English
- Afrikaans
- Geography Social Sciences
- Accounting
- Economics
- Business Economics
- Biology / Life Science
- Additional subjects to be added as and when demand requires;
- Assistance is offered to learners from Grade 1 to Grade 12;
- Service Hours: Sundays to Thursdays 18h00 to 21h00 (excluding National School and Public Holidays).
FUNERAL ASSIST
- Removal of deceased from home or hospital or other place of death
- International & cross-border repatriations
- Traditional & cultural funerals
- Cremations
- Long distance removal
- Documentation
- Coffin
- Tents, chairs and groceries
- Graveside set up
- Leaflets, wreaths and flowers
- Any additional goods and services they may choose (conditions apply)
Accident Protect
Relief – Recoveries – Representation
THE PROBLEM
South Africa has one of the highest road accidents counts in the world, with statistics showing that someone will die in an accident every 13 minutes. The impact of this on the victim’s families in terms of physical and emotional loss is often catastrophic. Thankfully we do have support in the form of the Road Accident Fund (RAF) which provides compulsory cover for all users of South African roads against such road accident death injuries. The problem is that injured victims are faced with huge challenges when processing a claim with the RAF, at a time when they can ill afford this additional stress. Furthermore, the RAF claims process can be extremely costly, time consuming and complicated which makes getting compensation very difficult.
OUR SOLUTION – ACCIDENT PROTECT
As a member of Accident Protect, if you are a victim of motor vehicle accidents in South Africa then you will get with immediate access to an effective Road Accident Fund (RAF) Claims Management System. 100% of the recovery will be paid back to you and your family.
Our solution is simple and very effective:
- Relief – no queues admin nightmares.
- Your pay-out from the RAF is expedited with the help from an experienced legal team compared to your submitting the claim by yourself.
- Recoveries – An expert lawyer will assist with all administrative claims and procedures with the RAF to ensure a beneficial and fair pay-out at no additional cost to the member.
- Representation – our expert team will provide full medical, legal and administrative support.
To take advantage of this great offer please click here to fill out an application form and a call centre agent will be in contact with you to confirm your membership.