Frequently asked questions

There are four main role-players: the policyholder, premium payer, life insured, and beneficiary.

• The policy holder owns the policy rights. And is the policy primary beneficiary.
• The premium payer makes the monthly payments.
• The life insured is the person covered
• The beneficiary, nominated by the policy holder, is the person who receives the benefit after the policyholder’s death.

In the event where the policy holder passes away before the main life insured, the nominated beneficiary becomes the primary beneficiary.

All role-players still need to meet the eligibility rules for the chosen plan.

Age limits depend on the plan you choose.

On the Single and Pensioner product pages, the main life insured is currently shown as needing to be between 18 and 64 at the policy start date.

On the Family plan page, you and your spouse must be under 65. Children must be under 21, unless they are permanently disabled and fully dependent on you.

There is a limit on total funeral cover per person across all individual and group policies with us:

• R10 000 if cover starts before age 6.
• R50 000 if cover starts from age 6 to 17.
• R100 000 for policyholder and first spouse if cover starts from age 18 to 64.
• R35 000 if cover starts from age 65 to 74.
• R30 000 if cover starts from age 75 to 78.
• R20 000 if cover starts at age 80 or older.

If cover goes above these limits, the extra amount falls away automatically.

You pay monthly, and that payment covers that month.

This is risk cover (death cover), not a savings or investment product. If the policy ends, premiums are not refunded.

If a premium is still unpaid by the 15th day after it was due, the policy ends automatically.

We notify you about non-payment in that 15-day period. If a policy ends for non-payment, it is not reinstated, but you can apply for a new policy.

If premiums are partly unpaid, claim payouts are reduced by the unpaid amount.

Your premium includes allowed fees, charges, and commission.

Cover timing starts from the first month of your first premium after it is paid.

Accidental death cover starts first, while waiting periods apply for natural death and suicide. During waiting periods, premiums must still be paid.

• Natural death waiting period: 6 months.
• Suicide waiting period: 12 months.
• Accidental death: full benefit is payable after first premium is received.

The Pensioner product page also includes a temporary R500 natural-death benefit in months 3 to 5, if premiums have been paid.

Accidental death means death from an external incident (not sickness), where the incident was not intended or reasonably foreseeable, and death happens within 30 days of that incident.

Benefits can be declined if required information was missing, incomplete, or incorrect before cover started.

Benefits are also not paid if death is linked (directly or indirectly) to war, civil commotion, terrorist activity, or criminal activity by the life insured.

If you need to claim, call us or visit any office. We send you the claim forms, and you return them once completed and signed.

Our claims team keeps you updated on progress. Premiums must be up to date when the claim event happens.

Claims phone number: 086 123 5664

You can also review the steps on the Claims page.

We need these documents:

• The claim form, completed and signed.
• Certified copy of the valid ID of the person who claims.
• Certified copy of the original death certificate of the life insured (DHA5).
• Certified copy of the valid ID of the life insured.
• Copy of the notification/registration-of-death form (DHA1663).
• Copy of a valid bank statement of the person who claims, not older than three months, showing account-holder and account number.
• Police report if death is due to unnatural causes, for example a motor-vehicle accident.
• Other documents that may reasonably be required.

Replacing an existing policy is not ideal, because it can duplicate upfront costs.

If a replacement is being done, your adviser should complete a Replacement Policy Advise Record.

The premium shown already includes the commissions, fees, and administration charges allowed by law.

If you want the full breakdown, we can provide it on request.

Yes. You can cancel at any time by sending written notice.

If we receive your notice within 31 days of you receiving your policy provisions, cancellation is immediate (cooling-off).

After 31 days, cancellation is processed at month-end in the month we receive notice, and only premiums received after the end date are refunded.

If the assured life passes away, we can arrange transport back to their place of residence in South Africa, up to R20 000.

This does not apply to self-inflicted injuries.

• If the funeral is 50-150 km from home, we can arrange travel and pay up to R100 per person (max R400) for up to 4 immediate family members.
• If the funeral is over 150 km from home, we can arrange travel and pay up to R500 per person (max R2 000) for up to 4 immediate family members.

This is an optional service benefit. Main terms:

• Benefits are effective after payment of the second premium.
• You must contact the call centre first for the service to apply: 0800 002 614.
• Service providers remain responsible for loss, damage, workmanship issues, and unforeseen incidents while delivering the service.