Terms

My Family 247


By selecting this option, the Main member and 4 x dependents will enjoy the listed assist services.WAITING PERIOD subject to a 1 month waiting period.  No claims prior to the inception of this policy will be entertained.





CRIME & SECURITY ASSIST


This is a 24-hour crisis management product to assist the beneficiary in the event of a home invasion. We will assist with the following:

In the case of the beneficiary’s cell phone being stolen from your home in a home invasion, we will provide the beneficiary with a cell phone loaded with pre-paid airtime to the value of R100, which will courier to the beneficiary.




HOME ASSISTANCE


Available 24-hours a day 365-days a year

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:



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:


  1. Plumbers
  2. Glaziers
  3. Electricians
  4. Locksmiths
  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


Exclusions:


PLUMBERS

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:


Exclusions:


GLAZIERS


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:




Exclusions:


LOCKSMITHS


Exclusions:


Additional benefits also included are:



BEE KEEPERS AND PEST CONTROLLERS

Assistance will be provided for the below pests:

HOME AND CONVENIENCE DRIVE


Home Drive

Home Drive is available through our friendly call centre or via a Mobile App (if this forms part of the benefit entitlement). The service includes automated SMS communication services, which will SMS the beneficiary’s driver’s name and mobile number to them on the afternoon of their booking so that, should they wish to change their collection detail, the beneficiary is able to directly contact their driver at any time. The driving team consists of a back-up driver and vehicle, and lead driver who will drive the beneficiary home in their own vehicle or if preferred, in the vehicle dispatched.  The back-up driver will follow and collect the lead driver from the beneficiary’s house.



Convenience Drive

If the beneficiary requires a driver's assistance to get them from point A to point B in one of the Home Drive vehicles, our professional team of standby drivers will be at their service. Whether the beneficiary is running between meetings, needs an airport transfer, their car has been booked in for a service and they need to be collected from the dealership, or their child needs to be collected from school, they can rely on Home Drive for assistance. Pre-booking of this service 24 hours prior is highly preferred, in order to guarantee pick-up time.



Professional Assistance is guaranteed and the beneficiaries are driven by:


Service Centres:

Johannesburg
Pretoria
Cape Town
George
Port Elizabeth
Durban
East London
Nelspruit
Bloemfontein


Number of incidents covered is dependent on the package agreed and is totally flexible.

 

The benefit includes Home and Convenience incidents to a radius of 50km per incident. Any additional kilometres travelled will be charged at R9.00 per km. Should the beneficiary require additional trips, which are in excess of their annual trip entitlement, the call centre will facilitate the booking on a beneficiary to pay basis. For these trips, the beneficiary will receive a discount on the full fare fee, as follows:



Additional passengers/ drop off:

Service is available to a valid beneficiary and limited to their specified vehicles only. Up to 4 additional passengers can be transported at no cost provided that the entire trip is no longer than 50km and takes no longer than 1 hour and are ALL transported to one/main booked address.

An additional cost of R50.00 per additional /unplanned drop off will be charged. This arrangement needs to be discussed and authorized by our call centre to ensure efficient planning and upfront payment (warding off the potential threat to our drivers, when carrying cash).




Booking times:

Pre-bookings are preferred and should be arranged prior to 20:00 each day. Ad hoc or last minute requests (day and night) can be accommodated on a best-effort basis and, beneficiaries should expect a potential time delay of a minimum of one hour. This is subject to the availability of standby team members at the time of requests


Cut-off time for new and last minute bookings is 02:00

Public holidays – pre-bookings need to be made before 17:00 on the day, prior to the public holiday.


Collection:

Cancellation Fees:


Terms & Conditions:


EMERGENCY ROADSIDE ASSISTANCE

These services are available 24/7/365

Road Patrols

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



Services Include:

Locksmith Services

In the event that keys are locked inside the beneficiary’s vehicle, an accredited locksmith will be dispatched by the call 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 beneficiary.

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

Car Hire

In the event that a vehicle has broken down more than 100km from the beneficiary’s home, the call centre will arrange and pay for 24-hour, group-B car hire for the beneficiary 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 beneficiary’s account.

Overnight Accommodation

Instead of the car-rental option, arrangements can be made for overnight accommodation for the driver and four passengers. The service is limited to R500.

Vehicle Repatriation

Should the beneficiary 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 beneficiary 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 beneficiary’s account.


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

Accident Tow

In the event of an accident, the call centre will arrange for the vehicle to be towed to the nearest insurance approved motor body repairer (MBR) or beneficiary 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 beneficiary. * Toll fees are not inclusive within the benefit entitlement, and such costs, will be for the beneficiary’s account.

Message-Relay Service

In the event of an electrical / mechanical breakdown or an accident, the call centre will on request relay any urgent messages to friends, colleagues or family members to advise them of the beneficiary’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 beneficiary’s own account subject to the beneficiary taking direct control of the vehicle to an alternative destination which results in a second tow being required.

Mobile Notification Services

As a beneficiary 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:



General Terms & Conditions

The Beneficiary will not be entitled to service where:


The service provider does not refund:

Road Runner

In the event a member is involved in a roadside event (accident or breakdown), while the member waits for their roadside services, an accident runner will be dispatched to the roadside event within 30 minutes. The response vehicle will stay with the driver, to ensure as much as possible a safe surrounding, until their roadside services have arrived. This service is for the beneficiary’s own account.

LEGAL ASSIST, ADVICE AND ACCESS

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

24-hour Legal Assistance

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



Advice

Beneficiaries 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 beneficiary and his immediate family is entitled to utilise the advice service as frequently as required provided that the assistance shall be furnished to the beneficiary directly and only on legal matters pertaining to the beneficiary, and, in his or her personal capacity.


Free standard legal documents

If a beneficiary 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 beneficiary 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 beneficiary 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 beneficiary 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 beneficiary’s account. The free 30-minute consultation service is available at a lawyer that is situated within the magisterial district where the beneficiary 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 beneficiary.  This is limited to one letter per event.


Find a Lawyer

If a matter is of such a nature that the beneficiary 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 beneficiary to make the correct decision when choosing an attorney.


Our hassle-free service procedure


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 beneficiary and his/her immediate family. Immediate family means the principal beneficiary’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.