Terms and Conditions

EMERGENCY ROADSIDE ASSISTANCE

These services are available 24/7/365

Road Patrols

The objective is to get the member mobile on the roadside. These services are covered nationally including Lesotho and Swaziland. These services are limited to R500.

Services Include:

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.

* Toll fees are not inclusive within the benefit entitlement, and such costs, will be for the member's account.

Locksmith Services

In the event that keys are locked inside the member’s vehicle, an accredited locksmith will be dispatched by the Contact Support Centre, to the incident scene to open the vehicle. The service is limited up to R800. The Service Provider will not cover the cost for repairs, the replacement of a lock or ignition switch or the cutting of keys.

Mechanical and Electrical Breakdowns

The primary objective of the Service Provider is to tow a vehicle to the nearest franchised dealer (if under warranty) or to the nearest repairer. The cost of the first 60km round-trip is covered (starting from point of dispatch) thereafter a charge of R6.00 ex vat per km is applicable and will be charged to the member.

* Toll fees are not inclusive within the benefit entitlement, and such costs, will be for the member's account.

Car Hire

In the event that a vehicle has broken down more than 100km from the member's home, the Contact Support Center will arrange and pay for 24-hour, group-B car hire for the member to complete his or her journey or to return home. This service is subject to availability and the driver must be in possession of a valid credit card and driver's license. The service is limited to R500 and includes the costs of the daily car rental, unlimited kilometre allowance, insurance fees and the delivery or collection charges of the vehicle to a maximum of 25km respectively. The cost of fuel will be for the member's account.

Overnight Accommodation

Should the client be left stranded following a breakdown more than 100 kilometres from his/her residence, he/she will be assisted with arrangements in respect of emergency accommodation or car hire and a contribution of maximum R1 000 towards the cost will be made. Such arrangements are made at the discretion of the call centre team.

Vehicle Repatriation

Should the member choose the car-rental option and continue his or her journey while the vehicle is being repaired, the Service Provider will pay towards the costs of providing the member with a 24-hour, group-B car hire to collect the vehicle after repairs. Alternatively, a flight ticket can be arranged. This service is limited to R500 and includes the costs of the daily car rental, unlimited kilometre allowance, insurance fees, and the delivery/collection charges of the vehicle to a maximum of 25km respectively. The cost of fuel will be for the member's account.

* Toll fees are not inclusive within the benefit entitlement, and such costs, will be for the member's account.

Accident Tow

In the event of an accident, the Contact Support Centre will arrange for the vehicle to be towed to the nearest approved motor body repairer (MBR) or nominated repairer from the accident scene. The cost of the first 60km round-trip is covered (starting from point of dispatch) thereafter a charge of R6.00 ex vat per km is applicable and will be charged to the member.

* Toll fees are not inclusive within the benefit entitlement, and such costs, will be for the member's account.

Message-Relay Service

In the event of an electrical / mechanical breakdown or an accident, the Contact Support Centre will on request relay any urgent messages to friends, colleagues or family members to advise them of the member's circumstances.

Storage

Should it be required, arrangements will be made for the safe storage of the vehicle overnight or for weekends including public holidays up to a maximum of 4 days. On the next working day, the vehicle will be re-located to the nearest approved dealer or competent repairer. Thereafter the cost of a second tow will be for the member's own account subject to the member taking direct control of the vehicle to an alternative destination which results in a second tow being required.

Mobile Notification Services

As a member you will receive an SMS notifying you of the update on your active case.

The below details will be sent to your mobile phone after lodging a case:

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

General Terms & Conditions

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 member will not be entitled to service where:

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

The service provider does not refund:

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

The following benefits are on an access only basis. These services include:

Emergency telephonic advice and information - 24/7
Referrals to medical practitioners and facilities
Liaison with next of kin to keep them informed

In addition to the general medical advice service, medical operators will guide a person through a medical crisis situation involving the member. The member will receive emergency advice or have necessary support organised, by utilising the 24-hour Contact Centre Doctor.

This service includes referrals to Crisis lines in case of:

Poison Hotline - In House
Suicide Hotline - Life Line
Rape and HIV Counselling
Family and Domestic Abuse
Child Abuse
Bereavement Counselling

For the member's medical aid or own account:

Emergency medical response to the scene of an incident
Emergency medical transportation to the nearest appropriate medical facility

*Please note: Medical cover is only valid for emergencies within the borders of South Africa.

HOME ASSISTANCE

Available 24-hours a day 365-days a year

Our Home Assistance programme provides assistance to the member when you are involved in a Home Emergency. A Home Emergency means any sudden, unexpected and/or unforeseen event at the eligible residence requiring the immediate and/ or urgent services of a domestic tradesman to limit/ minimise or prevent further damage to the home.

This benefit is restricted to Home emergencies and only applies to the eligible premises / primary place of permanent residence, within the Republic of South Africa and used for domestic purposes, including outbuildings.

Emergency Services Notification and Call-out

At the member’s request our Assist Call Centre will relay a notification of emergencies to the Police, Traffic, Fire Brigade, Ambulance, Security or any other emergency service provider.

Mobile Notification Services

The member will receive an SMS notifying them of the update on your active case.

The below details will be sent to the member mobile phone after lodging a case:

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.

*Please note that each benefit will be managed on an individual basis and is highly dependent on traffic, weather and correct information received i.e. address or area of incident.

The Home Assistance programme shall entail the following emergency services to customers:

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)

Terms and Conditions

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)

Exclusions:

Replacing light bulbs
Adjustment of thermostats
Any remote controls or access controls
Normal wear and tear/safes

PLUMBERS

Assistance shall be provided to the member in circumstances where they have requested access to the service where the emergency is any of the following:

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.

Exclusions:

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

Assistance shall be provided to beneficiaries in circumstances where they have requested access to the service where the emergency is any of the following:

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

Exclusions:

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

Exclusions:

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);

Additional benefits also included are:

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

Assistance will be provided for the below pests:

Ants
Mice
Rats
Flies
Spiders
Cockroaches

Appliance (call out and one hour labour)

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.

General

Incidents not attended to on the instruction of the Service Provider’s case manager, will not be considered after any repair. Emergency repairs are only undertaken at the policyholder’s permanent residence. Emergency repairs outside the domestic dwelling are not included, i.e. office premises, public buildings, outbuildings not attached to the main building, etc. If the appliance is still under warranty, it will be referred to the manufacturer for repairs.

LEGAL ASSIST, ADVICE AND ACCESS

This is a powerful, dynamic product which provides a comprehensive legal assistance service to the member and his/her immediate family.

24-hour Legal Assistance

Qualified lawyers and legal consultants as well as academics provide the service. The service comprises:

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.

Free standard legal documents

If a member requires a purchase/sale, lease agreement, power-of-attorney, will, domestic employment agreement, ante-nuptial agreement, etc., we will provide these free at his or her request. The member will also be advised on the application of each of these documents and the procedures and principles that apply.

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.

This consultation facility is limited to one consultation per matter.

Letter of demand

The lawyer or consultant will write a letter of demand on behalf the member. This is limited to one letter per event.

Find a Lawyer

If a matter is of such a nature that the member has to consider litigation, the team of experts will assess all the facts and circumstances and research the matter thoroughly, in order to ascertain which way a case should be approached, and will then suggest 2 top attorney’s firms which will be the best for the job. This benefit includes expert investigation and research into the matter in order to empower a member to make the correct decision when choosing an attorney.

Our hassle-free service procedure

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

lawyer/consultant will further investigate the matter and suggest two top attorney’s firms to the member which would be the best suited to handle the member’s problem.

Our lawyers are available 24-hours a day, 365-days of the year

Assistance is available and accessible 24- hours per day, 365- days a year through a dedicated 0861- number.

Who is entitled to the service?

The service is provided to the member and his/her immediate family. Immediate family means the principal member’s spouse/partner and their biological and legally adopted dependent and unmarried children up to age 21.

Exclusions

The Service is limited to personal matters only. Business legal matters are excluded.

* Terms and conditions are all stipulated above.

TUTOR LINE

This service provides an after-hours homework helpline where qualified tutors assist learners with their homework or project queries. It provides access to the Internet and any information supplied through the Internet can be forwarded to the learners by courier service, email or fax. They therefore receive telephonic assistance in order to research information for projects and related needs. The benefits are that children have access to the very best homework help and study requirements. This offers the opportunity to adapt gradually to the changing education curriculum and ensure that the children are receiving the very latest information and assistance.

The wellbeing and education of children will always be a priority, irrespective of the person’s religion, race or culture. Tutor Line will provide parents with “peace of mind” that either due to circumstances or unavailability, professional assistance and guidance will be accessible to their children at agreed hours 5 days a week.

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.

Service Languages:

English,

Afrikaans,

Zulu,

Xhosa,

Sotho,

Tswana,

Pedi (direct service and/or translation capacities in any of the above).

The key service elements include:

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).

* National School Holidays - would be according to the government regulated dates

FUNERAL ASSIST

(Service Provider - Martins Funerals)

When a family member dies, simply contact the call centre. Your nearest funeral services branch will then contact you within the next few minutes. When the Funeral Service conducts a funeral for you, you are assured of quality service and products. In addition, a discount of up to 10% is granted on the coffin & service fees, provided the complete funeral service is done through the respective Funeral Parlours.

Beneficiaries get the full range of quality products and services, including:

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)

A discount of up to 20% is applicable on the Memorial Stone and Unveiling Package.

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.