Motor Vehicle Policy Wording

Transcription

1 Motor Vehicle Policy Wording

2 Introducing the insurer, Absa idirect Ltd Before we tell you about the specific cover, we must, in terms of the Financial Advisory and Intermediary Services Act (FAIS Act), tell you about the insurer. Absa idirect Ltd is a registered insurer and an authorised financial services provider, licence number 34766, in terms of the FAIS Act and may render intermediary services and provide advice relating to short-term insurance products (personal and commercial) without any conditions or restrictions. All Absa idirect sales and customer services agents are representatives (employees) of Absa idirect and FAIS representatives, where applicable, work under supervision as required by the FAIS Act. Absa idirect representatives are authorised to provide information on Absa idirect s insurance product only and as such are not allowed to do detailed comparisons with the financial products of other insurers. Absa idirect has professional indemnity insurance. Absa idirect Limited Reg no:1988/091591/06 Quadrum Office Park 2, 50 Constantia Boulevard, Constantia Kloof, Florida, Johannesburg, 2000 PO Box 421 Johannesburg 2000 Contact details for the Complaints Department Tel Fax ais.complaints@absa.co.za About the Insurer Tel Fax Absa idirect Assist Tel idirect@absa.co.za Contact details for the Compliance Department The Compliance Officer, Absa idirect Limited PO Box 421 Johannesburg 2000 Contact details for the Public Officer The Public Officer, Absa idirect limited PO Box 421 Johannesburg 2000 Tel compliance@absa.co.za Please mark correspondence for the attention of the Compliance Officer Tel ais.complaints@absa.co.za Please mark correspondence for the attention of the Public Officer Conflict of Interest policy The Absa Conflict of Interest policy can be viewed on About Absa > Corporate Governance > Compliance documents 2

3 Introducing your Absa idirect insurance policy Your policy is made up of the schedule as well as general and specific terms. The insurance policy is made up of: 1. A schedule. This sets out the type of insurance you have bought, the amounts you are insured for, the excesses that apply and the monthly premium you must pay. It also sets out security measures you must have to protect the items you insure. 2. General terms of insurance. This sets out your responsibilities, what we do and don t compensate you for and how to claim for any loss or damage to items insured. 3. Specific terms for the individual sections. There are extra terms specific to each type of insurance you buy (for example, motor or home). These are set out in individual sections. This document only includes the information related to vehicle insurance and does not include all the sections. For a comprehensive policy wording which includes all your sections, please contact Absa idirect on Some insurance is optional you must check your schedule to see whether you have bought the optional insurance. When and how we will compensate you We will compensate you for loss or damage to items insured under this policy on condition that: you pay the premium set out in the schedule on time every month you comply with all terms set out in your policy. We will decide how to compensate you for an event insured under this policy. This means we may pay out, replace or repair the insured item through a supplier or repairer of our choice, or we may choose to apply a combination of these. Key terms used in this document In this document the words you and your refer to the policyholder, regular driver or any member of your household that permanently resides at the risk address which you intend covering unless indicated otherwise in a specific section. The words we, us and our refer to Absa idirect Ltd. Please contact us if you have any questions If you have any questions about your policy please contact us on

4 Table of Contents General terms and conditions of Insurance 5 1. What you have bought 5 2. How to claim 5 3. Your monthly premium 6 4. Your responsibility under this policy 7 5. What we will compensate you for 7 6. What we will not compensate you for 6 7. Other important items 10 Section 1: The contents of your home Conditions specific to your motor vehicle insurance Your type of insurance What we will compensate you for Comprehensive insurance What we will not compensate you for Optional Extra Insurance Legal responsibility to others (Legal Liability) what we will 12 compensate you for 7. Legal responsibility to others (Legal Liability) what we will 12 not compensate you for. Section 2: idirect Assist 14 4

5 General terms and conditions of insurance 1. What you have bought You have bought a short-term insurance policy. This means we will compensate you for certain insured events that cause loss or damage to the items you insure. The insured events are set out in this policy. The maximum amount we will compensate you for is set out on the schedule next to each insured item. In exchange for this insurance, you must: pay us a monthly amount (called a premium) comply with the terms set out in this policy. Make sure that you understand what we will and will not compensate you for both in these general terms and in the individual sections that follow. 2. How to claim 2.1 What you must and must not do If a claimable event happens, you must: 1. Inform the police within 24 hours of any event involving theft or loss of property or accident and take all reasonable steps to find out who the guilty party is and to recover the property 2. Inform us where you may need to claim or when another party may claim against you as soon as possible but not later than 30 (thirty) days following the event, by phoning our claims department on the number set out on the schedule. You lose your right to claim if you do not do so in this time. You must tell the claims department what happened with as much detail as possible. 3. The claims department may ask you for and you must provide to them within 15 (fifteen) days of their request: details of any other insurance that covers the insured event proof, statements and any other information they need. Unless we give you permission to do so in writing, you must not: tell anyone involved that the incident may have been your fault promise payment to anyone involved or accept payment from anyone involved. 2.2 Check the policy for what we will not compensate you for Refer to Clause Check your schedule for the excess you are responsible for For some sections of this policy you are responsible for paying an excess. The amount of the excess is set out on the schedule. 2.4 We will only pay our portion if you have other insurance (Dual insurance/contribution) If any loss, damage or responsibility insured under this policy is also insured by another insurance product, we will not compensate you for more than our portion of the loss, damage or responsibility. 2.5 Time limits if we do not accept your claim If we do not accept your claim, you may appeal against our decision. You must appeal in writing within 90 (ninety) days of the date of us not accepting the claim. If your appeal is not successful, you may take the matter further. However, you must start legal proceedings against us within 180 (one hundred and eighty) days of the date of your unsuccessful appeal. If you do not do so in time, you will lose your right to start legal proceedings against us. 2.6 Our rights after an event If, after payment of a claim in respect of lost or stolen property, the property (the subject matter of the claim) or any part thereof is located, you will render all assistance in the identification and physical recovery of such property if called on to do so by us, provided that your reasonable expenses in rendering such assistance will be reimbursed by us. Should you fail to render such assistance in terms of this condition when called upon to do so, you will immediately become liable to repay us all amounts paid in respect of the claim. 5

6 3. Your monthly premium You must pay your premium as agreed every month by debit order. We only accept premium payments by debit order. No other means such as cash payments are allowed. Although we will always submit your policy payment to the bank on your selected debit date, some banks do not collect premiums on Saturdays, Sundays or Public Holidays and your premium will then be collected on the next working day. 3.1 If we do not receive your premium on time You must make sure that there are sufficient funds in your bank account to pay your premium on the agreed date. If any debit order is not paid, you will be responsible for the related bank charges. If we do not receive your premium on time, you have a grace period of 30 (thirty) days to pay it. At the end of the grace period, we will process your debit order twice. If we are able to collect your premium, your policy will continue as before. If we are still unable to collect your premium, we will cancel your policy. You are not entitled to any refund of premium if your policy is cancelled. If you claim during the grace period, we will not consider your claim until you have paid the premium. 3.2 When do you receive some of your premium back (ibenefit) 10% for 36 (thirty six) months of no claims: If you do not claim for 36 (thirty six) consecutive months from inception, we will pay you 10% of the total amount of the premium you paid for those 36 (thirty six) months. 15% for the 12 (twelve) month period following: If you do not claim for the next 12 (twelve) consecutive months, following the 36 (thirty) months of no claims, we will pay you 15% of the premium you paid for those 12 (twelve) months. 20% for every 12 (twelve) month period completed thereafter with no claims: For each (twelve)12-month period you do not claim, we will pay you 20% of the premium you paid in that (twelve)12-month period. ibenefit rewards will be paid to you within 45 (forty five) days of the due date. You will not receive an ibenefit reward if the policy is cancelled You will not be entitled to receive an ibenefit reward if: your policy is cancelled before the end of a set period of no claims. If your policy is re-issued after it cancelled, the ibenefit period starts again from zero on the first day of the month after the new policy started. we cancel your policy before the end of a set period of no claims If we pay an ibenefit reward and we later discover that you were not entitled to receive it for any reason, you must pay it back when we ask for it. If we compensate you for a claim, the period of no claims comes to an end. Your ibenefit will start again from zero on the first day of the month after the insured event happened. Some claims do not affect your ibenefit If you claim for any of the following, your ibenefit will not be affected: 1.Windscreen repairs under vehicle insurance (However, full windscreen replacements will affect your period of no claims) 2. Insured events under the Personal accident section 3. The following extensions of insurance under your home (the buildings): injury to pets injury from assault at an ATM hole in one or perfect 8. 6

7 4. Your responsibilities under this policy 4.1 You must give us relevant, true and complete information You must give us relevant, true and complete information about yourself and the items as well as the risk you insure. The amount we insure you for, the premium you pay and the other terms in this policy are based on all the information you give us, including the information you gave us during your application to obtain a quote. You must tell us immediately: if any of the information you gave us is not true, complete and relevant if any of the information you gave us changes. If you do not tell us immediately, you might not be entitled to receive compensation if you have a claim. 4.2 You must take care of the insured items You must take all reasonable care to prevent or minimize loss or damage. If an insured event happens, you must take preventative steps to minimize any extra loss or damage from occurring. 4.3 You must keep all receipts and valuations We may ask you to prove that you own the items you are claiming for and to prove their value. You must therefore keep all receipts, proof of payment and valuation certificates of the items you have insured. 4.4 You must give us access to any damaged items You must give us access to the premises where the loss or damage took place. Where an item is damaged, you must allow us to take possession of it so that our specialists can inspect it to see the extent of the damage. 4.5 You must obtain our approval before getting repairs done You must obtain our approval before you have any damaged item repaired. If you do not, we will not compensate you for the cost of the repairs. You must have repairs and replacements completed within 6 (six) months from the date we approve your claim. 4.6 You must comply to all security requirements as set out in the schedule Should any of your security circumstances change, you should notify us immediately. Example: Your alarm system or security fence at home doesn t work anymore. This changes your security profile and has an impact on the premiums we charge you for the risk we insure. You should notify us immediately, even if you are in the process of getting it repaired. 5. What we will compensate you for We compensate you for loss or damage to insured items caused by certain insured events. These events are set out in the individual sections of the policy. 6. What we will not compensate you for There are certain events we do not insure and we will not compensate you if any of these events happen. In this section, we list the general events we will not compensate you for which apply to every section of insurance in your policy. There may be extra events we will not compensate you for in the individual sections so you must check all sections to see whether we will compensate you. 6.1 Claims based on dishonesty, fraud and misrepresentation We will cancel your policy and we will not compensate you for claims based on dishonesty, misrepresentation or fraud or any combination of these. This includes not giving us true, correct and complete information about yourself and your property when you applied for insurance or when any of this information changed. 7

8 If we compensate you for any claims that we later discover were based on dishonesty, misrepresentation or fraud, you must pay back the amount of the compensation as soon as we ask for it. 6.2 Claims for more than 100% of the sum insured We will never compensate you for more than 100% of the sum insured. 6.3 Illegal activities and property lawfully confiscated We will not compensate you for loss or damage to any property covered in terms of this policy that has been used for, or in connection with, illegal activities. We will not compensate you if any loss or damage to any property occurs due to the obtaining, using or soliciting of any narcotics. We will not compensate you for any liability that may arise as a result of any injury suffered directly or indirectly by you or any other person as a result of a criminal offence. We will not compensate you for property that has been legally confiscated. 6.4 You must not hand over items until you have received valid payment We will not compensate you for loss or damage to insured items if you give possession of them to a buyer before prior confirmation from the bank that a valid and legal payment for the sale has been made. Example: If you sell your vehicle you need to obtain confirmation from your bank that the cheque has been honoured, or that the money is not counterfeit, before handing over the vehicle to the buyer. Syndicates operate whereby the purchase might seem legitimate, only to discover later that the cheque was fraudulent or the money used counterfeit. 6.5 Contractual obligations We will not compensate you for loss arising from contractual obligations, including legal responsibility, unless you would have had the responsibility if you had not entered into the contract. 6.6 Claims for loss or damage from asbestos We will not compensate you for loss of or damage caused by asbestos. 6.7 Any cause not sudden and unforeseen We will not compensate you for loss or damage that was not sudden and unforeseen. 6.8 Wear and tear and breakdown We will not compensate you for loss or damage arising from: mechanical, electrical or electronic breakdown or defect any cause that was not sudden and unforeseen damage to consumable parts or parts with a limited lifespan gradual deterioration including rising damp, mildew, fading, rust or wear and tear servicing, maintenance, cleaning, repairing, restoring, dyeing, bleaching or alteration. 6.9 Animals or pests We will not compensate you for loss of or damage caused by: scratching, chipping, cracking, denting, biting, tearing or dying animals, insects or pests Items insured under SASRIA SASRIA Limited compensates you for loss or damage to your property in the Republic of South Africa caused by anyone taking part in a riot, strike, lock-out, civil commotion or committing an act which has a political, social or economic aim. A portion of your premium is automatically paid towards SASRIA Limited. A copy of the SASRIA policy is attached to your policy schedule. 8

9 6.11 Claims for loss or damage from war, riots or terrorism We will not compensate you for loss of or damage caused by: 1. war and warlike activities, for example invasion, acts of foreign enemies and civil war 2. any events for which a fund is established under the War Damage Insurance and Compensation Act, no. 85 of terrorism, including the use of violence or threat of violence for political, religious, personal or ideological reasons 4. activities intended to overthrow the government or any local or tribal authority 5. military might, for example martial law, mutiny, military uprising 6. revolution, including protests, rebellion, civil disobedience and inciting fear in the public 7. civil disturbances, for example riots, strikes, lockouts (whether legal or not) 8. the acts of any lawfully established authority in controlling, preventing, suppressing or in any other way dealing with any activities referred to in Exclusions 1-7 above Claims for loss or damage from nuclear material We will not compensate you for loss or damage caused by: nuclear explosion, nuclear fission or nuclear fusion radiation, radioactivity or contamination from nuclear material in any form, including from nuclear waste Consequential loss We will not compensate you for any consequential loss or damage. This refers to any loss or damage not directly caused by an insured event. For example: If your vehicle is involved in an accident, we will not be liable for any losses suffered as a result of you not having use of the vehicle. Please read your policy wording carefully since some consequential damage can be covered Claims for indirect loss We will not compensate you for indirect loss which is loss arising from the results of loss or damage rather than the loss or damage itself. For example: If you are involved in a vehicle accident and instead of calling for assistance, you continue driving, which causes the vehicle engine to seize. The damages caused as a result of the accident will be covered, however the damages caused as a result of you continuing driving the vehicle will be excluded. 7. Other important terms 7.1 We share your information with other companies In an effort to keep premiums as low as possible and to combat insurance fraud, you must know that we share your policy information, including claims history, with other insurance companies, credit bureaus and related entities. We confirm that the sharing of information as highlighted above will not be used for marketing purposes. At Absa we do not sell or distribute any of our client lists to third parties for marketing purposes. In order for us to send you information on the Absa Group s range of products and services as well as any special promotions, we must have obtained your permission when you purchased this insurance policy. We may also contact you to conduct research in order for us to improve our products and services to you 7.2 You may not transfer your rights in this policy (Cession) This policy gives rights to you only. You may not transfer your rights to anyone else (this is known as ceding your policy). No other person may claim against us, even if we are responsible for any loss or damage they suffer. If another person has a claim for loss or damage, then you must tell us about the claim and we will deal with it on your behalf. 7.3 We may conduct proceedings in your name (Subrogation) In the circumstances set out in this policy, we might compensate you for claims made by other people against you. If another person has a claim against you, you give us the right to take over the defence or settlement of the claim and to conduct it in your name (this is known as subrogation). We may give up the defence or settlement of a claim and pay you the full amount we are responsible for, or any lesser amount for which the claim can be settled, after which we will no longer be responsible for any amounts arising out of the event that led to the claim. 9

10 7.4 We may change the terms of this policy We may change the terms of this policy by giving you 30 (thirty) days written notice. 7.5 When does your policy end (Cancel) We can cancel this agreement by giving you 30 (thirty) days written notice. You can cancel this agreement by giving us 30 (thirty) days written notice. You do not receive your premium back if the policy is cancelled. 7.6 South African law applies to this policy South African law applies to this policy. The courts of the Republic of South Africa have the authority to hear any matters relating to this policy. Section 1: Motor vehicle insurance In this section, the words below have their meanings shown: You refers to the policyholder, regular driver or any person using the vehicle with your permission. Regular driver is the person who most often uses the vehicle in any month and on whose risk the premium is based. The regular driver will also be noted on the schedule. Class 1 vehicle means:- private motor cars, including station wagons, designed to seat not more than 10 people including the driver 4X4 vehicle means: - 4X4 vehicle (excluding sedans) of not more than 3,500kg gross vehicle weight - 2X4 double-cab vehicle of not more than 3,500kg gross vehicle weight 2x4 single-cab vehicle of not more than 3,500kg gross vehicle weight Driving licence means a valid South African driving licence or, in the case of a foreign driver, a valid international driving permit Territorial limits refer to: Republic of South Africa; Namibia, Lesotho, Malawi, Botswana, Swaziland, Zimbabwe and Mozambique Insured vehicle refers to the vehicle or vehicles set out on the schedule. Retail value means the amount shown for the vehicle in the TransUnion Mead & McGrouther Auto Dealer s Guide. 1. Conditions specific to your motor vehicle insurance Under the motor vehicle insurance section the policyholder and the regular driver might not be the same person. Although the policy does not restrict people using the vehicle, it is important for us to know who the regular driver is in order to calculate the correct premium for the risk. The premium is based on the regular driver. Factors used for rating include (but are not limited to): gender, age, driving experience and insurance history. The risk of a 45 (forty five) year old male with 25 (twenty five) years driving experience differs vastly from a 20 (twenty) year old with only 2 (two) years driving experience. Not supplying us with the correct details in this regard would mean that we have not received the correct premium for the risk and it could mean that the vehicle is not covered. A) Restrictions on the use of the vehicle When you bought this policy, you chose the category of use for the vehicle. You may only use the vehicle for the purposes in the category you chose. Insurance on the following two categories can be purchased on Absa online and their purposes are: Category Purpose 1. Housewife/Pensioner Social and domestic use ONLY 2. Private use - Social and domestic This includes travelling to and from permanent place of employment but specially excludes business use Should you require the vehicle to be insured for any use not mentioned in the schedule, please contact Absa idirect on General restrictions apply to all categories You can not use the vehicle for: any purpose other than Private use only outside South Africa carrying fare-paying passengers any commercial purposes 10

11 carrying goods for reward carrying a greater load or more passengers than the vehicle is licensed to carry driving lessons for reward towing another vehicle for reward hiring out the vehicle for reward any contest involving driving of any kind of race or competition motor trade. Any armed response or policing duties including voluntary duties for example neighbourhood watch or community policing duties B) You must tell us about any changes to your driver s licence You must tell us immediately if your driving licence is endorsed, suspended or cancelled, including a charge or conviction for negligent or reckless driving. C) We can decide to pay the value for unavailable parts If any part needed to repair the motor vehicle is not available in South Africa as a standard part, we can decide to compensate you for the value of the part at the time of loss or damage. The amount we pay includes the reasonable cost to transport the part, except for any air transport. 2. Your chosen type of insurance The type of insurance that you purchased on Absa online will be Comprehensive insurance. (Insurance cover for third party, fire and theft and third party only can only be purchased by contacting Absa idirect on ). Please consult your schedule to confirm the type of cover you have. 3. What we will compensate you for: Comprehensive insurance With Comprehensive insurance, we will compensate you for the following: A) Loss or damage from insured events Loss or damage to the vehicle including standard fittings, tools and factory-fitted sound equipment caused by: fire, explosion, lightning, hail, storm, flood or snow theft and attempted theft accidents deliberate acts intended to cause loss or damage (this excludes any deliberate acts by you, the regular driver or any members of your household). Compensation is limited to the retail value of the vehicle at the time of the loss or damage. B) Towing and storage charges after an insured event We will pay for the reasonable towing and storage costs of the vehicle following any insured event set out in Clause 3A above. You will personally be responsible for the towing and storage costs if you do not call the idirect Assist line and use the approved towing operator we appoint. You can reach idirect Assist 24 hours a day, 7 (seven) days a week on This compensation (towing and storage charges) does not apply if the vehicle is lost or damaged outside South Africa. C) Limited medical expenses If any occupant of the vehicle suffers bodily injury as a direct result of an insured event set out in Clause 3A above, we will compensate you for the medical expenses in connection with the injury. Compensation is limited to R1,000 for each occupant injured for any one claim. D) Amounts you owe under a credit agreement Following a total loss for an event you can claim for, we will pay the titleholder (for example, the motor vehicle financing company) the amount still owing to them (not exceeding the retail value). We will pay any balance to you. Should you have selected the Optional Credit Shortfall cover (only available if you purchase cover directly from Absa idirect on and cover is stated on the policy schedule) on this policy, and the cover reflects on your schedule of insurance, the claim for the Optional Credit Shortfall cover will be handled separately as set out in the terms and conditions under point 6. 11

12 E) Responsibility to others (Legal liability) We will compensate you amounts you are legally responsible to pay to another person as set out in the Legal responsibility to others section section # (this is known as legal liability). The maximum amount we will pay under the Legal responsibility is R3 million per accident. 4. What we will not compensate you for Remember to check Clause 6 in the general terms of this policy for general events and items we will not compensate you for. The extra events and items specific to motor insurance that we will not compensate you for are loss or damage: 1. caused by the vehicle not being roadworthy 2. to non-factory-fitted sound equipment or telephone equipment unless more specifically insured 3. to the vehicle which happens: use outside the territorial limits if the vehicle is used for any purpose other than the category of use you chose when you bought this policy if the vehicle is used by any member of the household without your express or implied permission while you drive or tow the vehicle under the influence of alcohol or drugs or your blood-alcohol level is over the legal limit or you fail a breathalyzer test or you refuse to give either a breath or blood sample while any other person drives or tows the vehicle with your express or implied permission -is under the influence of alcohol or drugs, or their blood-alcohol level is over the legal limit while you or any other person drives or tows the vehicle with your express or implied permission, without a valid driving licence if the vehicle is involved in an accident and the driver of the vehicle then leaves the scene of the accident unlawfully with intention and caused by you or any members of your household. 5. Optional Extra insurance (terms and conditions apply) The following optional extra insurance sections, amongst others, are not available on Absa online but can be purchased by contacting Absa idirect on Cover will then be noted on your policy schedule and you will receive a policy wording (booklet) detailing the specific terms and conditions applicable to these sections: Car hire after you have lodged a claim and the insured vehicle is deemed un-driveable, this will provide you with a limited car hire benefit Cover for non-standard vehicle sound equipment and other accessories Cover for caravans and trailers Credit shortfall cover 6. Legal responsibility to others (Legal liability) - what we will compensate you forr A) Legal responsibility for accidental death, injury, illness, loss or damage We will compensate you for legal responsibility following a vehicle accident which causes death or bodily injury to other people or damage to their property. This includes legal costs which someone else can recover from you and which we agree to in order to settle or defend a claim against you. The accident must involve one of the following: the insured vehicle any vehicle being towed by the insured vehicle vehicle being driven by you or any member of your household that you or they do not own. Compensation will be the lesser of either: R3 million the amount for which a claim can be settled. 7. Legal responsibility to others (Legal liability) what we will not compensate you for Legal responsibility if we do not compensate you for loss or damage to the vehicle If we do not compensate you for loss or damage to the vehicle arising from an accident, we will similarly not compensate you for legal responsibility arising from that accident. 12

13 Legal responsibility covered by other insurance or legislation We will not compensate you for legal responsibility where there is cover under any other insurance or under any legislation, for example any compulsory motor-vehicle insurance act, the Occupational Health and Safety Act or the Compensation for Occupational Injury and Diseases Act. Death or bodily injury We will not compensate you for legal responsibility for death or bodily injury suffered by: you, members of your household, your employees any fare-paying passengers any passenger in the vehicle who was not in a permanent enclosed compartment designed by the original vehicle manufacturer to carry passengers any passenger in or on a motorcycle, caravan or trailer any person in or on a vehicle that is being towed. Loss or damage to property owned We will not compensate you for legal responsibility for loss or damage to property owned by you, any members of your household, any of your employees or any fare-paying passengers. Loss or damage to vehicle We will not compensate you for legal responsibility for loss or damage to a vehicle: being driven by you or members of your household, that you or they do not own being towed by the insured vehicle. 13

14 Section 2: Absa idirect Assist telephone number: Absa idirect Assist services available 24 hours, 7 days a week, 365 days a year Your passport to medical, legal, home, motoring, tax and document assistance Online and at your service: Absa idirect Assist your own 24-hour, 7-days-a-week, 365- days-a-year, emergency help, Information and advice line. You can t afford to be without it. Absa idirect Assist takes the drama out of any crisis Your Absa idirect Assist card with the telephone number gives you access to a comprehensive range of essential solution services. Real services you need and a lifeline in emergency situations. Calls answered by trained crisis practitioners Your 24-hour emergency call will be answered by a trained Crisis Practitioner, backed by teams of highly specialised medical personnel. The operations room is equipped with sophisticated radio and satellite links staff has immediate access to the largest medical information and supplier base in Southern Africa. 24-hour emergency medical assistance Just dial the Absa idirect Assist 24-hour number and qualified medical personnel will give you free advice and information on how to cope with the situation and deliver instant first aid. They will then arrange emergency services, should they be needed. Free medical evacuation and transportation In the event of an emergency we will arrange and pay for medical transportation and repatriation using helicopter, fixed-wing or road ambulances. Hospital deposit guarantee Where required and in cases of medical emergency we will guarantee deposits at any medical facility in order that you receive urgently required medical attention without delay. These deposits will however be recoverable from the client. Free medical services 1. Return of stranded children A medical emergency can cause your children to be left stranded. Should this happen, we will arrange their return to a place of safety. 2. Transmission of urgent messages In an emergency situation we will arrange for urgent messages to be sent to loved ones and business associates. 3. Location and transfer of medicines We will help to locate urgently needed medicines or medical equipment and will assist with any transportation required. 4. Return of mortal remains We will arrange and pay for the return of our client s and immediate family s mortal remains to an appropriate agent in the client s area of residence. Free legal assistance 1. Free standard legal documentation service for documents such as wills, contracts, trusts, leases, etc. If you need a legal document, we will provide it free of charge. 2. Legal advisory estate and financial planning service Advice on legal matters affecting your estate planning. 3. Family and sexual abuse support and counselling service Advice, legal services and interdicts are facilitated to protect the rights of your family. Counselling is provided where required. 14

15 4. Pre-litigation letter of demand by attorney A letter of demand for claims is provided free of charge minute free consultation at the office of an appointed attorney anywhere in South Africa Home disaster assistance Just dial Absa idirect Assist and you have instant access to a network of service providers: locksmiths, electricians, plumbers, glaziers, roofers, water proofers and many more. And for your added security all our suppliers are pre-contracted to ensure a competitive price and quality services. Free telephone advice and information service, but costs are for the client s own account except for the following emergency services where the call-out fee plus one hour s labour is covered. 1. Locksmiths 2. Glaziers 3. Plumbers 4. Electricians Motoring assistance Just dial Absa idirect Assist in the event of mechanical or electrical breakdown or accident and help will soon be on its way. A special convenience service is also offered to help you with arranging emergency overnight accommodation and transport Absa idirect Limited, Registration Number 1988/091591/06 Authorised Financial Services Provider BN 0414