Quick Contacts

We offer our members the following services. These services are exclusive and members only.

MISSING ASSIST

 

Missing Assist

 

The People Search and Rescue Unit (PSARU™) is a 24/7 call centre help line specialized in providing support in missing persons cases.

 

We assist with the following:
– 24/7 Call Centre for immediate assistance;
– A specialized investigation team to be dispatched immediately in the search for a missing person;
– Trauma support.

Medical_and_Health_Advice[1]

The service provides for telephonic medical and health advice by professional, experienced nursing staff. Typical calls attended to include matters such as healthy living and diets, medical conditions, chronic diseases, ailments, surgery, treatments, procedures, medicines, HIV Aids prevention and tests, etc.

 

The customer should not expect to be telephonically diagnosed as the advice, information and guidance aims to provide the caller with general, relevant and appropriate advice and information.

The customer will be advised to consult a doctor if relevant. The customer could also be referred to particular websites for information pertaining to the health/medical topic.

Emergency_Medical_Service[1]

A medical emergency implies a life threatening episode of illness or injury which requires instant and immediate emergency medical attention. Illness means a bodily illness, sickness or disease. Injury means an injury caused by accidental, violent and visible means. Should the customer or his/her immediate/dependent family members require an emergency ambulance service, urgent medical attention or guidance and assistance when they a faced with a medical emergency, the helpline is available 24/7. Based on the telephonic assessment the call for help would be classified as a life-threatening medical emergency or not. In the event of a medical emergency, the nearest, most appropriate ambulance service would be dispatched. The patient would be taken to the nearest, appropriate medical facility to be stabilized. Should the situation not require an emergency response, the caller would receive guidance on how to deal with the situation by offering medical/health advice and what the next options are.

 

Conditions & Exclusions:

 

•The standard helpline protocol requires confirmation of a medical aid/hospital plan when the call is received, if circumstances permit.

•This is a prerequisite for limiting future payment complications as patients would then be admitted to the appropriate private hospital specified by the patient’s medical aid.

• Or, if the customer does not belong to a medical aid, the patient would be transported to a nearest, appropriate public medical facility so that the customer would not be faced with an inter-hospital transfer and related cost following emergency stabilisation at the private facility’s casualty ward.

• The cost of the road or air ambulance would be paid for by the patient’s medical aid and should the incident involve a public ambulance service, the cost would be paid for by the helpline service when presented with an invoice.

• Exclusions in terms of the benefit are attempt to commit an unlawful act, active participation in war or riot and participation in any sports on a professional basis or on national or provincial level.

Wills_and_Estate_administration_helpline[1]

The customer has access to telephonic legal advice by qualified and professional legal advisors covering topics such as unfair dismissal, maintenance disputes, repossession of a financed vehicle, ombudsman claims, debt, etc.

 

In addition, the legal advisors could also give guidance and a legal opinion on agreements and other legal documents.

 

Legal topics typically attended to include:

 

• Consumer: Misrepresentation of product features, harassment, guarantees and disclaimers

• Labour: Basic labour conditions, employment contracts, overtime remuneration,
retrenchment and dismissals

• Criminal: Warrants of arrest, bail, search warrants

• Matrimonial: Marriage contracts and divorce

• Property: Buying & selling processes and contracts, rental agreements and landlord/tenant
obligations

• Estates: Wills and estate administration, guidance on drafting, interpretation and
safekeeping

• Financial: Insolvency, credit agreements and interest charges

• Constitutional Law: Any matter relating to the constitution (Act 200 of 1993)

 

30 Minute referral to an appropriate attorney on the legal panel

Based on the legal advisor’s telephonic merit assessment and applying discretion, the telephonic legal advisor may refer the customer to an appropriate, contracted attorney for a free 30-minute face-to- face consultation.
Conditions & Exclusions:

Should the customer require further consultation in excess of the first 30 minutes, this to be arranged between the customer and the attorney and paid for by the customer.

Bail_Protect[1]

Should a customer be confronted with arrest and a subsequent bail application, the telephonic legal advisors would assist with professional, practical legal advice and guidance.

 

Once the helpline is contacted to request assistance, the following benefits apply:

 

•The police officer on duty will be contacted to verify the arrest and bail details

• An attorney on the panel, closest to the customer will be appointed to represent the customer and to post bail, limited to R3 000

•The customer’s family would be contacted to advise them of the bail assistance

• Follow-up contact with the panel attorney to confirm that bail was posted and that the customer has been released.

Roadside_Assistance_Advance_Service[1]

Should the customer require breakdown assistance for any of the registered, non-commercial vehicles on the database, an appropriate service provider will be dispatched to assist with a roadside emergency.

The service allows for assistance in the event of any of the following:

 

Electrical/Mechanical breakdown

Should the vehicle require towing, an appropriate, nearest service provider would be dispatched. The vehicle would be towed to the nearest place of repair or safekeeping. Should the customer prefer for the vehicle to be towed to his/her residence and the address falls within the same towing distance as to the premises of the towing contractor, this would be arranged. If not, additional towing kilometers would be paid for by the customer.Should the place of repair not be available to receive the vehicle at that time, the vehicle would be towed to the towing contractor’s yard. The cost of a second tow would be paid for by the client and such arrangements to be made between the customer and the towing contractor.

 

Conditions & Exclusions:

Should the vehicle be towed to the towing contractor’s yard for safe-keeping and the customer does not engage in arrangements to tow the vehicle to a next destination thereafter, the cost of storage, administration, security, etc. would be for the client’s own account.- Towing cost of other items such as trailers and caravans is for the client’s own account.

 

 Flat tyre

A service provider is dispatched to do a tyre change and the call-out and one hour’s labour is paid for. Should a spare tyre or the appropriate tyre change equipment not be available and the vehicle needs to be towed, the towing cost to the nearest place of repair or safe keeping is included in the benefit offering.

 

Flat battery

The service provider’s call-out and one hour’s labour for performing a jump start is paid for. Should a jump start not be possible, the vehicle will be towed to an outlet where the battery could be tested and replaced or towed to the contractor’s yard if after-hours.
Conditions & Exclusions:

A faulty battery should be replaced within a reasonable period,Should assistance with a flat battery be requested more than once within the same month the customer would be assisted, however the cost of the service provider would be for the customer’s account as the customer would have since had an opportunity to replace the faulty battery.

 

Running out of fuel

The service provider’s call-out to dispatch 10 liters of fuel is paid for. The cost of fuel is included in the benefit offering.Terms and conditions:This benefit is limited to a maximum of one incident per annum.

 

Keys locked inside the vehicle

The service provider’s call-out and 1st hour’s labour for retrieval of the keys is paid for. Should it be viable and cost-effective to collect the spare keys instead, this alternative arrangement could be applied at discretion of the case manager. In the event of keys lost/stolen the customer will be assisted and cost is paid for by the customer.

 

Breakdown more than 100 kilometers away from place of residence

Should the customer be left stranded following a breakdown more than 100 kilometers from his/her residence, he/she will be assisted with arrangements in respect of alternative accommodation or car hire and a contribution of maximum R500 towards the cost will be made.

 

Conditions & Exclusions:

For security purposes, car rental companies require a valid credit card with sufficient funds for a deposit hold in order to process a car rental transaction.

 

Discount_Portal[1]

Discounted shopping benefits are facilitated via on-line transactions or voucher purchases at a variety of national vendors. Discounts vary between 5% – 25%.
Categories include:
• Auto

• Cellphone

• Entertainment

• Health & Wellness

• Home & Décor

• Leisure & Entertainment

• Retail

• Shopping

• Special Offers

• Travel

 

The redemption process includes:

 

Voucher

The customer requests a voucher which is sent via e-mail or sms in the form of a bar-coded voucher. The customer prints the e-mail voucher and present at Service Provider/Store and pay via normal store payment policy or have the bar-coded voucher scanned in-store.

 

Non-voucher

The customer requests a booking/reservation via the helpline. The helpline facilitates the process and the customer pays via the vendor’s standard payment process.

 

FUNERAL ASSISTANCE

The Funeral Assistance product offers professional assistance to customers who are faced with death in the family.  The assistance does not replace the actual funeral policy’s burial and repatriation benefits.  The aim is to enhance these benefits by assisting the next of kin with practical benefits during the time immediately following the passing of a loved one.

In the event of death of the main member, the surviving family has access to the following services upon request, provided that the relevant proof in respect of a valid death certificate is presented:

 

Vehicle hire benefit

Rental of a Group B vehicle for a maximum of 3 consecutive days with unlimited km’s per day. The car rental company’s standard booking practice would require a valid credit card with sufficient funds placed in reserve before the rental transaction could be processed. The driver of the hired vehicle would be expected to present a valid driver’s licence before the vehicle will be released.

 

Pre-paid airtime benefit

Upon request from the surviving family, a once-off, pre-paid airtime voucher to the value of R250 is provided to a nominated mobile number. The benefit provides for airtime across all mobile networks.

 

Pre-paid electricity benefit

Upon request from the surviving family, a once-off, pre-paid airtime voucher to the value of R250 is provided to a nominated mobile number. The benefit provides for airtime across all mobile networks.

 

Conditions & Exclusions:

No benefit would be processed unless a valid death certificate and copy of the ID of the deceased main member have been received.
A valid copy of the ID of the surviving family member requesting the benefits would also be required.
Once the required documentation has been received the benefits would be made available to the family member who requested the benefits and for whom a valid copy of his/her ID document has been received.
Should it later become evident that the benefits were made available to an individual who provided falsified information and proof of ID, such matter would be referred to THE CLIENT.
For these instances THE SERVICE PROVIDER would not be held responsible for the benefit cost incurred.

 

Home_Assistance[1]

 

The service benefits are twofold in terms of a home emergency and non-emergency.

 

In the event of a plumbing, electrical, locksmith or glass home emergency the cost of the service provider’s call-out and first hour’s labour is paid for. A home emergency refers to an unforeseen event causing service interruption in respect of essential services, a security or sanitation risk or potential consequential damages, requiring immediate attention by an appropriate contractor, e.g.no access to a main entrance, no hot water, flooding, no power,window/door glass broken at an opening with no burglar proofing or security gate, etc.

 

Should the customer require the services of a service provider for ordinary home maintenance or installations or handy man work such as fixing of an appliance, replacement of electric fittings or sanitary ware such as plug/cistern/basin, garden services, etc. the request will be attended to by sourcing a relevant service provider, providing the cost for the call-out and liaising with the customer to schedule a suitable appointment time. The cost of the service provider will be for the customer’s account.

 

Conditions & Exclusions:

With regards a home emergency, the cost of parts and labour in excess of the first hour’s call-out fee for electrical, plumbing, glazier & locksmith incidents is payable by the customer, Once the service provider has assessed the nature of the problem and it is then established that the incident does not relate to a home emergency as defined, the customer shall be informed and the cost of the service provider’s call-out fee will be paid by the customer, Exclusions for the call-out & 1 st hour’s labour would typically be municipal electrical and water connections, building insurance claims, ordinary wear and tear maintenance and handy-man services.

 

General Terms and conditions – Roadside and Home Assistance:

 

Should a customer qualify for the service and THE SERVICE PROVIDER does not have a contracted Service Provider available for that particular incident location, the customer will be allowed to make use of a service provider of his/her choice. The case management will still be undertaken by THE SERVICE PROVIDER. Should this Service Provider expect cash settlement, this will be facilitated by THE SERVICE PROVIDER and proof of payment submitted to the Service Provider. In instances where the Service Provider insists on actual cash payment, the customer could be required to pay the Service Provider in which case the customer will be reimbursed via an Electronic Fund Transfer (EFT) payment within maximum 48 hours.

Telephonic_Legal_advice_and_referral[1]

The customer has access to telephonic legal advice by qualified and professional legal advisors covering topics such as unfair dismissal, maintenance disputes, repossession of a financed vehicle, ombudsman claims, debt, etc.

 

In addition, the legal advisors could also give guidance and a legal opinion on agreements and other legal documents.

 

Legal topics typically attended to include:

 

• Consumer: Misrepresentation of product features, harassment, guarantees and disclaimers

• Labour: Basic labour conditions, employment contracts, overtime remuneration,
retrenchment and dismissals

• Criminal: Warrants of arrest, bail, search warrants

• Matrimonial: Marriage contracts and divorce

• Property: Buying & selling processes and contracts, rental agreements and landlord/tenant
obligations

• Estates: Wills and estate administration, guidance on drafting, interpretation and
safekeeping

• Financial: Insolvency, credit agreements and interest charges

• Constitutional Law: Any matter relating to the constitution (Act 200 of 1993)

 

30 Minute referral to an appropriate attorney on the legal panel

Based on the legal advisor’s telephonic merit assessment and applying discretion, the telephonic legal advisor may refer the customer to an appropriate, contracted attorney for a free 30-minute face-to- face consultation.
Conditions & Exclusions:

Should the customer require further consultation in excess of the first 30 minutes, this to be arranged between the customer and the attorney and paid for by the customer.

Trauma_and_Assault_counselling[1]

The benefit offers a 24/7 confidential and professional telephonic de-briefing and counselling helpline to help customers deal with trauma and assault and callers are assisted by professional and understanding counsellors who have been trained to help people cope with such matters.

 

Telephonic trauma counselling and de-briefing is available when the customer is being effected by an event, condition or incident which could be but is not limited to domestic violence, death in the family, rape, school bullying, hi-jack, burglary, suicidal tendencies, drug abuse, living with HIV/Aids or disability.

Should the counsellor establish a need for additional face-to- face counselling, the customer will be directed to an appropriate trauma counselling practice, nearest to the customer’s work or home address. The cost of the face-to- face group or individual counselling session is paid for by the customer.