In return for the payment of the required premium by the Policyholder and receipt thereof by the Insurer and subject to the terms of cover, a Benefit Amount will be paid within 2 (two) days of receipt of the necessary Claim documentation based on the following:
The Policyholder may be covered on more than one Policy, provided that:
* The total cover under these Policies does not exceed the maximum amount of R 75 000, which is the maximum amount allowed on all active Hello Protect Accidental Death Plans for any month period.
* Each Policy will still run for a 31 (thirty-one) Day period.
The Benefit Amount will be a lump sum amount payable to the Beneficiary.
The Benefit Amount selected is stated on the Policy Schedule. The Policyholder has an option to select any of the following cover amounts per policy taken out: R 5 000, R 15 000, R 25 000, R50 000 or R 75 000. However, the total insured Benefit on all Policies taken may not exceed the maximum limit of R75 000 over a period of a month.
‘Accident’ :
means the sudden, unforeseen and uncertain event, which could not reasonably be expected to occur, which is caused by violent, external, physical and visible means at an identifiable time and place, resulting directly and independently of any other cause, in Bodily Injury.
‘Accidental Death’ :
means Bodily Injury which (directly and independently of any other cause) results in the death of the Insured and shall exclude Natural Death.
‘Administrator’ :
Hello Protect, with Registration Number 2017/488906/07 and FSP Number 49260.
‘Age’ :
age next birthday when determining Premium at Entry Date.
‘Applicable Laws’:
shall mean the Insurance Act 18 of 2017, the Long-term Insurance Act 52 of 1998, the Policyholder Protection Rules (Long-term Insurance), 2017, the Protection of Personal Information Act 4 of 2013, and any other legislation relating to or regulating the protection or processing of data or Personal Information, direct marketing or unsolicited electronic communications and which may be applicable in the Republic of South Africa from time to time.
‘Auto-Renewal’:
shall mean the choice given to the Policyholder at the time of taking the Policy to have the Policy to be auto-renewed at the end of the Period of Insurance. This means the cover will be extended by a further 31 (thirty-one) Days.
‘Beneficiary’ :
means the person nominated by the Insured who is 18 (eighteen) years or older, to whom the Benefit Amount is payable on the Accidental Death of the Insured. The Beneficiary must have a valid South African bank account into which the Benefit will be paid. Should the Beneficiary not have a valid South African bank account, the Beneficiary will be given the option, at claims stage, to direct that the money be paid to the Administrator for purposes of facilitating the remittance of the Benefit Amount to him/her via money transfer.
‘Benefit/Benefit Amount’ :
means the cover amount payable in case of Accidental Death, for which the appropriate Premium has been paid. This is the amount that the Insured has selected and is stated on the Policy Schedule.
‘Bodily Injury’ :
means physical bodily injury to the Insured caused by an Accident. Bodily Injury shall be deemed to include death by starvation, thirst and/or exposure to the elements.
‘Claim’ :
means, unless the context indicates otherwise, a demand for benefits under this Policy by a Claimant, irrespective of whether or not the Claimant’s demand is valid, made by submitting a completed and signed claim form with supporting documentation to the Administrator.
‘Claimant’ :
means a person who makes a Claim in relation to this Policy.
‘Claim Event’ :
means the risk insured, occurring during the currency of this Policy, being the Accidental Death of an Insured.
‘Claim Event Date’:
means the date on which the Claim Event occurs, giving rise to a Claim.
‘Day’ :
means a 24 (twenty-four) hour period and ‘Days’ has a corresponding meaning.
‘Death’ :
means the Accidental Death of the Insured.
‘Entry Date’ :
the date on which cover commenced and will be the Day when a Premium is paid.
‘Exclusion’ :
means the losses or risk events not covered under this Policy. Should a Claim Event arise from an Exclusion, no Benefit will be payable.
‘Insured’ :
means You, the person who has successfully applied for this Policy, who is listed in the Policy Schedule and for whom the full Premium has been paid.
‘Insurer’ :
shall mean a microinsurance insurer, namely Guardrisk Microinsurance Limited with Registration Number 1991/005238/06 and FSP Number 51674.
‘Misrepresentation’ :
the conscious decision to provide inaccurate or incorrect information in relation to any personal details or medical history or to change the true facts to mislead an interested party. This shall also mean the failure to disclose material information at the date of application that had the Insurer been aware of would have resulted in the Policy not being issued.
‘Period of Insurance’ :
the period starting from the Day the Premium is paid and will last for 31 (thirty-one) Days thereafter. Each subsequent Policy issued to the Policyholder will have its own Period of Insurance, as reflected in the Policy Schedule.
‘Personal Information’ :
means personal information as defined in the Protection of Personal Information Act 4 of 2013 and / or any subsequent amendments to this Act.
‘Policy’ :
refers to the Policy Schedule, the terms and conditions contained in this document.
‘Policyholder’ :
means the Person in whose name the Policy is issued and who has paid the Premium.
‘Policy Schedule’:
the Schedule stating the Insured’s details, the Benefit details and the Premium paid for this Policy.
‘Premium’ :
the amount payable as stated in the Policy Schedule .
‘Repudiate’ :
means, in relation to a Claim, any action by which the Insurer rejects or refuses to pay a Claim or any part of a Claim, for any reason, and includes instances where a Claimant lodges a Claim-
(i) in respect of a loss event or risk not covered under this Policy; and
(ii) in respect of a loss event or risk covered under this Policy but the Premium(s) payable in respect of this Policy has/have not been paid,
and ‘Repudiation’ shall have a corresponding meaning.
‘Unclaimed Benefits’:
means a Benefit in terms of an approved Claim where payment cannot be made to the nominated Beneficiary within 6 (six) months of the Claim having been approved because the nominated Beneficiary is unknown or is not contactable. In other words, the nominated Beneficiary cannot be located, his/her emails are undelivered, his/her post is returned and/or his/her contact number is no longer in use. It is a Claim that is known to the Insurer and has been reported, assessed, proven valid and approved. ‘Unclaimed Benefits’ shall have a corresponding meaning.
‘We, Us, Our’ :
means Guardrisk Microinsurance Limited (‘Guardrisk’).
‘You, Your’ :
the person named as the insured in the Policy Schedule. You must be 18 years of age and must have a South African Identity Document, Foreign Passport with Work Permit or Asylum document and residing in South Africa.
You qualify for this Policy if:
The Insurer shall not be obliged to make any payment in respect of any Claim for any condition or event which is directly or indirectly caused by, arising from, contributed to by, aggravated by, connected with, traceable to or resulting from any of the following:
This Policy will terminate or end on the earliest of the following:
We may immediately cancel this Policy, or place it on hold, refuse any transaction or instructions, or take any other action considered necessary in order to comply with the law and prevent of stop any undesirable or criminal activity.
It is expressly understood and agreed that if failure to comply with any terms of this Policy is shown to be unintentional or as a result of administrative errors or omissions on the part of either the Insurer or the Policyholder, both the Insurer or the Policyholder shall be restored to the position they would have occupied had no such error or omission occurred.
The above provision shall apply only to oversights, misunderstandings or clerical errors relating to the administration of this Policy. Any negligent or deliberate acts or omissions by the Policyholder or the Insurer regarding the cover provided will be resolved by applying the best practice and the Treating Customers Fairly principles as outlined below, together with the Policyholder Protection Rules.
Strict compliance by an Insured with all the provisions, conditions and terms of this Policy shall be a condition precedent to liability yon the part of the Insurer hereunder.
A Premium is payable upfront by debit order arrangement or a payment method provided by the Administrator. The Premium shall cover the Benefit Amount selected for a 31 (thirty-one) Day period.
The Claimant must let the Administrator know of a Claim as soon as possible but not later than 3 (three) months from Claim Event Date and provide all required Claim documentation within 6 (six) months from the Claim Event Date.
If the Claimant does not do this, the Claim will prescribe and the Insurer shall not be liable to pay any Benefits under this Policy for such a Claim unless there are extenuating circumstances for the notification and or late submission supported by a valid motivation letter.
The following documents will be required to assess the Claim:
In the event of a Claim being Repudiated or the Claimant disputes the quantum of the Benefit Amount paid by Us, the Claimant is entitled to make representation to Us in respect of our decision to Repudiate the Claim or as to the manner in which the quantum of the Benefit Amount was calculated for a period of 90 (ninety) Days from the date of receipt of the letter of Repudiation or the date of the Claim payment.
Representation must be submitted in writing to:
Hello Protect
Address : Hello House, Centurion Gate Office Park, Centurion, 0157
Email : [email protected] or [email protected]
Tel : 012 643 0281
Guardrisk Microinsurance
Address : PO Box 786015, Sandton, 2146
Email :[email protected] or [email protected]
Tel : 011 669 1000
Where the Claimant is not satisfied with the response from Us, the Claimant is entitled to escalate the matter/a complaint to the Ombudsman for Long-Term insurance on:
Postal : Private Bag X45, Claremont, 7735
Email :[email protected]
Tel :(021) 657-5000
Sharecall :0860 103 236
Fax :(021) 674-0951
In terms of Section 15 of the Financial Services Ombudsman Schemes Act No. 37 of 2004, that on receipt of the official referral to the aforementioned Ombudsman, any applicable time barring clause in terms of this Policy or the running of prescription in terms of the Prescription Act No 68 of 1969 from the date of referral to the date of withdrawal of the referral, or determination of the referral by the Ombudsman, shall be stayed. If the dispute is not satisfactorily resolved in this manner, legal action may be instituted against the Insurer for the enforcement of the claim by way of the service of summons against the Insurer. Summons must be served on the Insurer within 6 months from the date the Claimant receives the outcome in respect of the representations made, failing which all benefits in respect of such Claim shall be forfeited and no liability can arise in terms if such Claim.
All information provided and declarations made by the Policyholder in the application for this Policy form the basis of this Policy and any Misrepresentation, mis-description or non-disclosure of any material fact by or on behalf of the Policyholder shall render this Policy voidable, at the Insurer’s option, unless such Misrepresentation, mis-description or non-disclosure has been made in good faith.
It is the responsibility of the Policyholder to inform the Administrator, or the Insurer if any of his/her circumstances change and where this could affect the outcome of a potential Claim and or invalidate this Policy and its Benefits. In the event of a Misrepresentation of age of a Policyholder, the Benefit will be revised using the correct age and taking the premium paid, amend the Benefit payable to the correct Benefit level. In the event of a material Misrepresentation that would have resulted in the Policy not being issued, a full refund of Premiums paid will be refunded to the Policyholder or Claimant.
If a Benefit under this Policy is an Unclaimed Benefit, the Administrator will take action to determine if the nominated Beneficiary is alive and/or aware of the Benefit payable to him/her under this Policy.
Before the end of the 3 (three) month period referred to above, the Administrator will confirm the Unclaimed Benefit and transfer the amount of the Unclaimed Benefit to an account in the name of the Insurer, and the Insurer will accept liability for the Unclaimed Benefit.
No indulgence, leniency or extension of time which the Administrator or the Insurer may grant or show to an Insured, shall in any way prejudice the Administrator or the Insurer, or preclude the Administrator or the Insurer, from exercising any of their rights in the future.
An Intermediary fee of 3.25% and a binder fee of 9% of the total Premium is payable to the Administrator, which is included in the Premium.
Your privacy is of utmost importance to Us. We will take the necessary measures to ensure that any and all information, including Personal Information (as defined in the Protection of Personal Information Act 4 of 2013) provided by You or which is collected from You is processed in accordance with the provisions of the Protection of Personal Information Act 4 of 2013 and further, is stored in safe and secure manner.
You hereby agree to give honest, accurate and up-to-date Personal Information and to maintain and update such information where necessary.
You accept that your Personal Information collected by Us may be used for the following reasons:
We may share your Personal Information with the following third parties, which third parties have an obligation to keep your Personal Information secure and confidential:
You acknowledge that any Personal Information supplied to Us in terms of this Policy is provided according to the Applicable Laws.
Unless consented to by yourself, we will not sell, exchange, transfer, rent or otherwise make available your Personal Information (such as your name, address, email address, telephone or fax number) to any other parties and You indemnify Us from any claims resulting from disclosures made with Your consent.
You understand that We have utilized Your Personal Information contrary to the Applicable Laws, you have the right to lodge a complaint with Guardrisk within 10 (ten) Days. Should the Insurer not resolve the complaint to Your satisfaction, you have the right to escalate the complaint to the Information Regulator.
Should any insured person have a complaint of any nature, this complaint must be addressed in first instance to the Administrator, as follows:
Postal Address : Hello House, Centurion Gate Office Park, 124 Akkerboom Street, Centurion, 0157
Tel : 012 643 0281
Email : [email protected]
Life Ombudsman (complaints relating to Claims Repudiations)
Postal Address :Private Bag X45, Claremont, 7735
Tel :(021) 657-5000
Sharecall :0860 103 236
Fax :(021) 674-0951
Email :[email protected]
FAIS Ombudsman (complaints relating to the selling of the financial service)
Postal Address :PO Box 74571, Lynwood Ridge, 0040
Tel :(012) 762-5000 / 012 470-9080
Fax :(012) 348-3447 / 0860 764 1422
Email :[email protected]
Financial Services Conduct Authority (FSCA)
Postal Address :PO Box 35655, Menlo Park, 0102
Tel :(012) 428-8000
Fax :(012) 347-0221
Email :[email protected]
The Information Regulator (complaints relating to the processing of Personal Information)
Postal Address: PO Box 31533, Braamfontein,
Johannesburg, 2017
Telephone: (010) 023 5200
Cell number: 082 746 4173
Email address: [email protected]
The TCF principles are viewed seriously by the Insurer and all 6 Outcomes are practiced at all times. We will, in all Our interactions with any client, endeavor to deliver excellent customer experiences which we will achieve through the ongoing review of all our business practices and analysis of complaints. It is our objective to be fair in Our treatment of all clients and partners and being compliant, in all aspects, of the 6 Outcomes of the Treating Customers Fairly framework. These Outcomes are:
Details of Administrator : Hello Protect (Pty) LTD
Registration Number :2017/488906/07
FSP Number :49260
Physical Address :Hello House, Centurion Gate Office Park, Centurion,0157
Telephone Number :012 643 0281
Email Address (general) :[email protected]
Email Address (compliance) :[email protected]
Website Address :www.helloprotect.co.za
CATEGORY I:
Details of Insurer :Guardrisk Microinsurance Limited
Registration Number :1991/005238/06
FSP Number :51674
Physical Address :102 Rivonia Road, Tower 2, Sandown, Sandton, 2146
Postal Address :PO Box 786015, Sandton, 20196
Telephone Number :(011) 669-1000
Email Address (general) :[email protected]
Email Address (compliance) :[email protected]
Website :www.guardrisk.co.za
In terms of the FSP License, Guardrisk Life Limited is authorized to give advice and render financial services for products under:
CATEGORY I:
Professional Indemnity and/or Fidelity Cover:
Guardrisk has a Professional Indemnity Cover and a Fidelity Guarantee Cover in place.
Compliance Details
Email: [email protected]
Complaints Details
Telephone: 0860 333 361
Email: [email protected]
Conflict of Interest :
Guardrisk Microinsurance Limited has a conflict of interest management policy in place and is available to clients on the website.