ADVANCE PROTECTOR CTRACK - ISOS TERMS AND CONDITIONS ASSISTANCE PROGRAM:

Transcription

1 ADVANCE PROTECTOR CTRACK - ISOS TERMS AND CONDITIONS ASSISTANCE PROGRAM: USSD Panic SOS Turn your cell phone into the ultimate emergency assistance tool in any situation. When subscribing to Advance Protector the member will receive a welcome SMS, which will highlight the benefit and indicates to save this a speed dial SOS Panic will be there to assist the member 24/7 no matter where he is. In any form of emergency when the member are unable to contact us telephonically, by pressing the SOS Panic button on your cell phone, our emergency alarm centre will contact you back to assess your emergency needs. At the time of receiving this alert in our alarm centre, the member location details would have been populated into our case management system which will better assist our agents to send the necessary help to the member. The call centre will call the member within 90 seconds of the International SOS system receiving the panic The call centre responds to any emergency situation by deploying the appropriate service providers, which may include police, the appropriate ambulance service, roadside assistance or, where the member have specified that he/she has private services (such as a private security company), these private service providers will also be deployed. The call centre acts as crisis managers and will provide total care whatever their situation. With your permission, the call centre will contact a family member, colleague or friend to assist in the process where this is considered useful. If there is no answer on the members phone that generated the panic, the call centre will call back 3 times at 60 second intervals In the event that in the fourth call there is no response, the call centre protocol is: Leave a voice message on the fourth call In addition, send an SMS to the phone which includes a message that says: o We have responded to your message and called 4 times o Intl.SOS provides an alternative number that you can use to phone the call centre o We invite the member to panic again (which starts the entire process off again) o In the meantime, Intl.SOS will then contact next-of-kin or contact people if provided by the member, to establish whether they know where the member is or was heading to.

2 o With the help of these contacts, Intl.SOS will continue to assist the member until the situation has been resolved and the case closed Should our alarm centre be unsuccessful in reaching the members telephonically, our agent will call back three times and leave a message which is immediately followed up by an Notification of Call SMS to the members phone. Agent will then endeavor to reach next of kin (if provided) to establish where the members may be or on the way to so that assistance can be provided as required Please note this service does not yet apply to Cell C users In the event that a member panics and makes it clear in the conversation with the call centre that they need assistance, not for themselves but either for a friend or family member or a member of the public, who is with them (but is not entitled to services), the call centre will undertake to arrange for appropriate emergency services to be deployed but in the event that any of these require payment, they will be for the account of the user ROADSIDE The Roadside Assistance program provides assistance to the member who is involved in a Roadside Emergency. By pressing you assist button or calling the Alarm Centre, the member will have immediate 24hours a day access to a team of dedicated case managers and a nationally accredited network of specialist contractors who will expertly assist the member with: 1. Minor Roadside Repairs Assistance provided at the roadside where the cause of the problem is one of the following: A Flat Tyre - International SOS will arrange to have the spare tyre put onto the vehicle Flat Battery - International SOS will arrange to have the vehicle started where possible. Keys locked in vehicle - International SOS will arrange for a locksmith to open the vehicle and retrieve the keys, only where the keys have been locked in the vehicle. Run out of fuel - International SOS will arrange for fuel to be delivered to the member but the cost of the fuel as well as the delivery will be for the member s account. Exclusions Loss, theft or damage to keys, locks or gear locks Page 2 of 8

3 2. Mechanical & Electrical Tow-In: Should the cause of the problem be due to a mechanical or electrical break down, International SOS will arrange for the vehicle to be towed to the nearest approved dealer or competent repairer. 1. Accident Towing Should the vehicle be involved in a motor vehicle accident, International SOS will upon request, arrange and incident manage the towing of the vehicle to the nearest members preferred panel of repairers (insurance related) or safe yard 3. Storage Should it be required, International SOS will arrange for the safe storage of the vehicle overnight or weekend. On the next working day the vehicle will then be relocate to the nearest approved dealer or competent repairer 4. Transmission of Urgent Messages International SOS will relay messages of delay or changed arrangements to a nominated family member or business colleague at the member s request. MEDICAL 1. Medical Advice and Information Hotline The International SOS medical personnel are available 24 hours a day to provide general medical information and advice. This is an advisory service only, as a telephonic conversation does not permit an accurate diagnosis. Advice includes providing information on Prescription Medication Contraindication of medicines Fevers Blurred Vision Allergies Headaches/ Migraines Stomach aches Antibiotics Cramps Treatment of abrasions Telephonic CPR Ear aches Referrals to Closest Medical facilities GP s within the members area Closet Medical Transport Health Specialists Page 3 of 8

4 2. Emergency Medical Advice and Assistance Hotline In addition to the general medical advice service, one call to the same number will trigger the International SOS medical operators who will guide the member through a medical crisis situation, provide the member with emergency advice and organize to receive the support the member needs. This program includes referrals to crisis lines in case of: Family and Domestic Abuse Rape Trauma Child Abuse Bereavement HIV Suicide Hotline - Life Line Poison Hotline In House 3. Emergency Medical Response to the scene of a Medical Emergency / Primary Response In an emergency situation, International SOS will coordinate the dispatch of an emergency medical response team, ER24 as the primary provider to the scene of the emergency where appropriate life saving support will be provided to the member. Failing that ER24 is not the nearest emergency medical response team, ISOS will dispatch the nearest available medical response team. 4. Medical Transportation In the event of the member s involvement in a medical emergency, International SOS will arrange and coordinate the most appropriate method of emergency medical transportation. The member will be transported to the nearest medical facility capable of providing adequate care. Includes both road and air ambulance (dependant on incident and correct flight criteria). ER24 will be the preferred provider called upon to for medical transportation. Failing ER24 not being the nearest available transporting unit, ISOS will dispatch the appropriate provider. LEGAL Legal Advice service is a broad-based legal assistance service provided to the public. Qualified lawyers and legal consultants as well as academics provide the service. The service comprises: Page 4 of 8

5 Advice Members and their immediate family 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 utilize 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, 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 decide 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. Terms and conditions of 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 and bona fide students up to 25. Service limited to personal matters only General Information A network of lawyers conducts legal advice services. Our network of lawyers is updated on a continuous basis to ensure that our members are always in capable hands. This is in line with our philosophy of providing a dynamic and efficient service. All our lawyers have more than 5 years practical experience and include very senior practitioners. Legal assistance is provided in the most prominent official languages. Page 5 of 8

6 The lawyers on our network are catagorised according to areas of specialization such as criminal, labour, property, family, etc. This ensures that an expert in respect of his/her particular case always assists a member. Legal services are not provided on a retainer basis. Each case is dealt with on an ad hoc basis and according to merit. This enhances service quality and maintains a high level of service standards. The free consultation is always at the lawyer s premises HOME DRIVE There is no need to cover the many reasons not to drive drunk the consequences are well-known. With the HomeDrive service so easily available, there is also no justification for taking a chance. Relax, have a great evening, and let HomeDrive take you and your car safely home. HomeDrive offers user-friendly online bookings, with an automated service which will SMS your driver name and mobile number to you on the afternoon of your booking so that should you wish to change a collection detail, you are able to directly contact your driver at any time. Your driving team consists of a backup driver and vehicle, and lead driver who will drive the client home in his or her own vehicle. His backup driver will follow and collect him from the member s house. The benefit further includes: Drivers who are fluent in English. Undergo extensive in-house training with Drive-Home training school Elite Chauffeur and Driver Have Professional Driving Permits (PdP) which ensures they have a valid licence, no criminal record and have bi-annual medicals. Dress in jacket and tie - always & Carry cell phones Carry GPS units or up to date map books. Are over 25 years and under 65 years of age. Service Centres: Johannesburg Pretoria Cape Town George Port Elizabeth Durban East London Nelspruit Bloemfontein Kimberley Polokwane Number of incidents covered is two per annum The benefit includes Home Drive to a radius of 30km per incident, any additional kilometres travelled will be charged at R9.00 per km Page 6 of 8

7 Should the member require additional trips, the member will facilitate the booking on a member to pay basis. For these trips, the member will receive a discount on the full fare fee Additional fees will be charged to the member s credit card. Additional passengers/ drop off: Service is available to a valid policy holder and limited to their specified vehicle only. Up to 4 additional passengers can be transported at no cost provided that the entire trip is no longer than 30km and takes no longer than 1 hour and are ALL transported to one/main and book address. An additional cost of R50.00 per additional /unplanned drop off will be charged. This needs arrangement needs to be discussed and authorised by our alarm centre to ensure efficient planning and upfront payment (warding off the potential threat to our drivers, when carrying cash). Booking times: Bookings can be arranged until 20:00pm. Exception can be made should there be availability and capacity at the time of requests. Services for public holidays must be booked by 5pm on the day prior to the public holiday. Collection: At the specified time and location, the call centre will notify the client that the pick-up-driver has arrived, at which time the member will have 15 minutes to meet the driver. After the 15 minutes the call centre will notify the member that the pick-up-driver will be leaving and the trip will be cancelled. Cancellation fees will apply. Cancellation Fees: 2 hours prior to booked collection time Rnil 1 hour prior to booked collection time R Less than 1 hour R Page 7 of 8

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