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Our Home Assistance programme provides assistance to the beneficiary when you are involved in a Home Emergency. A Home Emergency means any sudden, unexpected and/or unforeseen event at the eligible resident 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 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 beneficiary’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 beneficiary will receive an SMS notifying them of the update on your active case.
The below details will be sent to the beneficiary 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 beneficiary)
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:
5. Tree Felling
6. Bee Keepers and Pest Controllers
7. Appliances (beneficiary will be assisted but on a beneficiary-to-pay basis only)
Terms and Conditions
Overall limit of three incidents or R2000 per beneficiary 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 beneficiary’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.
Assistance shall be provided to the beneficiary in circumstances where they have requested access to the service where the emergency is any of the following:
Glazier assistance is a 24-hour help line, offering assistance were 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 beneficiary’s own account)
Assistance shall be provided to beneficiaries in circumstances where they have requested access to the service where the emergency is any of the following:
Tree Fellers/ Bee Keepers and Pest Controllers
Assistance will be provided for the below pests:
Additional benefits also included are:
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 beneficiary will be assisted, but is liable for the cost); and garages; Padlocks; Replacing of damaged locks (the beneficiary will be assisted at his / her own expense; Business premises (Business premises - Only applicable for Office Assistance)
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 beneficiary’s request. This will be for the beneficiary’s own account.