TERMS AND CONDITIONS OF MEMBERSHIP

USSD – Panic SOS Turn your cell phone into the ultimate emergency assistance tool in any situation.

• 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 you 24/7 no matter where your members are. In any form of emergency where the policyholder is unable to contact us telephonically, by pressing the SOS Panic button on their cell phone, our emergency alarm centre will contact the policyholder back to assess their emergency needs. At the time of receiving this alert in our alarm centre, all the member’s location details would have been populated into our case management system which will better assist our agents to send the necessary help to your members. 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 has specified that they have 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 for the member whatever their situation. With permission of the member, 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 phone that generated the panic, the call centre calls the client 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 client’s phone which includes a message that says: We have responded to your message and called 4 times Intl.SOS provides an alternative number that the client can use to phone the call centre We invite the client to panic again (which starts the entire process off again) 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.

• Should our alarm centre be unsuccessful in reaching the members telephonically, our agent will back three times and leave a message which is immediately followed up by a Notification of Call – SMS to the members phone.

• Agent will then endeavour 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

• International SOS cannot be held liable for any failures by the Networks to provide/ send LBS and CLI information when the member performs their panic 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 International SOS Roadside Assistance program provides assistance to your members who are involved in a Roadside Emergency. By calling the Alarm Centre, your Employees will have immediate access to a team of dedicated case managers who will expertly assist your policyholder

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 your Employee but the cost of the fuel as well as the delivery will be for your Employee’s account.

Exclusions & Loss, theft or damage to keys, locks or gear locks

2. Mechanical & Electrical Tow-In: Where the cause of the problem is a mechanical or electrical break down, International SOS will arrange for the vehicle to be towed to the nearest approved dealer or competent repairer.

3. Storage Should it be required, International SOS will arrange for the safe storage of the vehicle overnight or weekend. One the next working day the vehicle will then be relocate the vehicle to nearest approved dealer or competent repairer

4. Transmission of Urgent Messages Customer Care: 031 941 8000 Emergency: dial 010 211 5884 Panic Button code: *120*880*4770# International SOS will relay messages of delay or changed arrangements to a nominated family Employee or business colleague at your Employee’s request.

Optional - TOWING

Advice includes information on: Prescription Medication Contraindication of medicines Fevers Blurred Vision Insomnia Headaches/ Migraines Stomach aches Antibiotics Allergies Treatment of abrasions Telephonic CPR Ear aches

 

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 Hollard preferred panel of repairers or safe yard. EXTENDED BENEFITS Should your policyholder and their occupant find themselves “stranded” 100km from home their normal place of residence, preceding their vehicle being rendered immobile (accident or breakdown), Intl.SOS will arrange one of the following:

1. Courtesy Transport Where the vehicle needs to be towed to a repairer, International SOS will arrange for the occupants to be transported to their respective destinations where the breakdown has occurred OR

2. Hotel Accommodation As a result in an overnight delay, International SOS will arrange hotel accommodation for the occupants of the vehicle at one of our selected providers in the area

 

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. Referrals to Closest Medical facilitiesGP’s within the Employees areaCloset Medical TransportHealth Specialists

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 your Employee through a medical crisis situation, provide your Employee with emergency advice and organise for them to receive the support they need.

 

This program includes referrals to crisis lines in case of:

Family and Domestic and Child Abuse

Rape

Trauma and HIV

Suicide and Poison Hotline - Life Line

 

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 to the scene of the emergency where appropriate lifesaving support will be provided to your Employee.

4. Medical Transportation In the event of your Employee’s involvement in a medical emergency, International SOS will arrange and coordinate the most appropriate method of emergency medical transportation. Your Employee 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)

5. Emergency Services Notification and Call-out International SOS will, at your Employee’s request, relay notification of emergencies to the Police, Traffic, Fire Brigade, Ambulance, Security or any other emergency service 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: 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. 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 The International SOS Home Assistance program provides assistance to you when you are involved in a Home Emergency. A Home Emergency means any sudden, unexpected and/or unforeseen event at your member’s home that requires the immediate and/ or urgent services of a domestic tradesman or to limit/ minimise or prevent further damage to the home. This benefit is restricted to home emergencies and only applies to your members’ primary place of permanent residence, within the Republic of South Africa and used for domestic purposes including outbuildings.

1. Benefits In the event of International SOS having identified and agreed that the assistance required is of an emergency nature and requires immediate attention, International SOS will arrange a suitable Service Provider. Electricians distribution boards, circuits, main cables earth leakage relays geyser connections, thermostats and elements plug points causing power failures general house wiring light fittings or switches causing power failures lightning strikes on wiring burnt connections connections to all electrical motors e.g. electric gate motor municipal connections inside of the property

Plumbers visible burst water connections and pipes municipal connections inside the property blocked drains, toilets, baths and sinks geyser overflow valves (lacto and pressure release)

Glazier Broken or badly cracked Window Panes, which could result in access to the residenceLocksmithsif keys have broken off or are lost for the main entrance or exit to a house PLUS Tree Fellers/ Bee Keepers and Pest Controllers Exclusions

 

Cost of repairs exceeding one hour as well as parts or replacements Any assistance requested for septic tanks Electrical gates and motors Jacuzzi and swimming pools Air Conditioning units Home maintenance of any description, including replacing light bulbs and adjustment of thermostats and any remote controls or access controls Normal wear and tear / Safes Main electrical and water supply interruptions to the permanent residence 2. Value-Added Services Where the incident is not considered an emergency that requires immediate attention, International SOS will provide referral for any specific Service provider and all costs will be borne by your policyholder. 3. Emergency Services Notification and Call-out International SOS will, at your member’s request, relay notification of emergencies to the Police, Traffic, Fire Brigade, Ambulance, Security or any other emergency service provider.