Mechanical and electrical breakdown

Transcription

1 ROADSIDE ASSISTANCE These services are available 24/7/365 days and cover call-out and one hour but exclude parts which are for the member s account. An Edgars Club member whose account is in good standing may use any of the benefits up to a maximum of R5 000 per annum for themselves and their direct dependents. Mechanical and electrical breakdown A towing service is provided to tow the vehicle to the nearest place of repair (dealer) of safekeeping. An additional tow will be provided in the event of the most appropriate place of repair (dealer) not being open at the time of the incident. Cost for an additional tow is for the Edgars Club member s account should the nearest and appropriate place of repair not have the relevant parts and/or not be in a position to service the vehicle immediately. The decision on the most appropriate place of repair resides with the case manager in the 24/7 call centre. Vehicles will be towed and assisted from or at home, but the member will not qualify for an additional tow from the place of safekeeping. If the vehicle is involved in an accident/collision and needs to be towed, assistance can be arranged on a member to pay basis should it not be possible to refer the member to its relevant 24/7 insurance helpline. Jump-start service A service provider is dispatched to jump-start the vehicle. The service is limited to reasonable services to mobilise the vehicle, but excludes the cost of parts, components, lubricants and similar provisions. If the problem cannot be resolved the vehicle will be towed to the nearest place of safekeeping (dealer). An additional tow will be provided in the event of the most appropriate place of repair (dealer) not being open at the time of the incident. The decision on the most appropriate place of repair resides with the case manager in the 24/7 call centre.

2 Assistance is also provided at non-roadside locations. New models that are still under warranty should not be jump-started; a tow truck will be dispatched to tow the stranded vehicle to the most appropriate place of repair (dealer) or safekeeping. Tyre-change service A service provider is dispatched to change a flat tyre at both roadside and non-roadside locations. In the event of the member not having a spare tyre or the required equipment, the vehicle can be towed on a member to pay basis. Any costs for the repair of the tyre, parts and wheel balancing or similar charges are excluded. Running out of fuel Ten litres of fuel is supplied in the event of the vehicle running out of fuel maximum two incidents per annum. Fuel assistance at non-roadside locations will be assisted but on a member to pay basis. Keys locked in the vehicle A service provider is dispatched to unlock the car and the cost of the call-out fee and one hour s labour is paid for. The service excludes parts, components, keys or key cutting costs, lubricants or similar charges. If the problem cannot be resolved, the cost of additional services, such as a tow-in, is for the member s account. If locksmiths are unable to unlock newer model cars, the vehicle can be towed to the nearest appropriate place of repair (dealer) or safekeeping or to client s requested destination on a member-to-pay basis, which means that the member settles the account with the service provider at the time of service. If the vehicle operates with a smart key, the vehicle will be towed to the most appropriate dealer and the maximum allowance is R500. Additional cost to be paid by the member to the Service Provider directly at the time of service.

3 If there is an attempted theft or hijacking of the vehicle and the services of a locksmith, tow or similar are required assistance is provided on a member to pay basis should it not be possible to refer the member to his/her 24/7 insurance helpline. Should key be lost or stolen (not locked in the vehicle) assistance is provided on a member to pay basis. Additional assistance Should the roadside incident occur more than 100km from the member s home, members have access to one of the following, to a maximum of R Accommodation: for one night OR arrangement of a taxi service OR rental of a class B vehicle (valid credit card to be produced) OR cost of repatriation (towing or transportation) of the vehicle following repair, covered to a maximum of R100. Assistance associated to the eligible vehicle will be paid for by the service provider up to the max benefit limit. Vehicles in excess of 3.5GVM assistance will be professionally case managed by the service provider. Costs applicable to the assistance will be for the clients own account and is payable to the Service Provider at the time of incident but at the Service Provider s agreed rates Notification of Case = ed to the elected executives for each case completed. Each benefit will be managed on an individual basis and is highly dependent on traffic weather and correct information received from the client i.e. address or area of incident. Members will be kept updated as to the progress at all times via SMS or telephone. Accident towing Full case management ONLY. All costs are for the member s account.

4 Safe storage Safe storage of the vehicle in the event that the vehicle cannot be delivered to the repairer at the time of the incident will be covered up to a maximum of 48 hours. Repatriation of motorcycle Following repairs our team will arrange and pay up to R500 for one incident for your motorcycle to be returned to you. EMERGENCY HOME ASSISTANCE Home Assistance programme provides assistance to you when you are involved in a home emergency (containment only). A home emergency means any sudden, unexpected and/or unforeseen event at your home requiring the immediate/urgent services of a domestic tradesman to limit/ minimise or prevent further damage to the home or to prevent a sanitisation risk. This benefit is restricted to home emergencies and only applies to your eligible premises/primary place of permanent residence, within the Republic of South Africa and used for domestic purposes, including outbuildings. The service is limited to the relevant Service Provider s call-out and first hour s labour. An eligible Edgars Club member only is covered for call out and one hour but excludes parts which are for the member s account. An Edgars Club member whose account is in good standing may use any of the benefits up to a maximum of three call outs or R2 000 cover per annum. The Home Assistance programme shall entail the following emergency services to customers: 1. Plumbers 2. Glaziers 3. Electricians 4. Locksmiths 5. Tree felling

5 6. Bee keepers and pest controllers 7. Appliances (member will be assisted but on a member-to-pay basis only) Terms and conditions A limit of maximum three incidents but limited to R2 000 per calendar year applies. The call out fee and first hour of labour is paid for and the cost of parts and additional labour will for the member s account. Where the incident is not considered an emergency that requires immediate attention, a referral service to a relevant Service Provider is provided and all costs will be for the member s account. The benefit period is one calendar year and the benefit does not accumulate, but is a maximum amount per annum. A repair incident is considered per service category, for example if an electrician is called out to repair on the distribution board as well as an electrical connection, this is treated as one call out. PLEASE NOTE that this benefit excludes maintenance (of any kind). Specific exclusions: Remote controls or access controls Normal wear and tear Safes Security installations such as alarms, CCTV equipment, etc. Plumbers Assistance shall be provided to customers in circumstances where they have requested access to the service where the emergency is any of the following: Visible burst water connections and pipes Blocked drains, toilets, baths and sinks, causing further damage to the home but excludes any work to fix the external pipe repairs and blockages which have caused the damage to the home e.g. removal of by tree roots etc. This

6 cost would be for the member s account and is not covered by the benefit or the service provider. Emergency geyser overflow, valves (Latco and pressure release) causing loss of hot water and pressure-release problems Exclusions Jacuzzis Swimming pools Boreholes and borehole pumps Leak detection inspections Repairs not complying with regulated specifications such as SABS and others Leaking taps Replacement of a burst geyser and/or any geyser components such as element or thermostat, etc. Septic tanks and water supply interruptions to permanent residence. Clearing of blockages and damage outside the home itself. Glaziers Glazier assistance is a 24-hour help line, offering assistance were a service provider is dispatched to ensure that damaged building glass which could result in access to the residence can be professionally replaced. The service provider s call-out is paid for. Materials and labour cost is for the client s account. The service includes transfer calls to the member s relevant 24/7 insurance helpline to facilitate a home owner s claim where applicable. Electricians Assistance shall be provided to members where the emergency is any of the following: Distribution boards, circuits, main cables causing power failure. Earth-leakage relays causing power failure. Geyser connections, and elements, causing 100% power failure. Plug points causing 100% power failure.

7 Light fittings or switches causing 100% power failure. Lightning strikes on wiring causing 100% power failure. Multiple burnt connections on wiring or plug points causing 100% power failure. Connections to all electrical motors (e.g. electric gate motor) causing 100% power failure. Exclusions Replacement of plugs or electric connections, replacing light bulbs, electric pumps. Jacuzzi, swimming pool and borehole pumps. Air conditioners and commercial refrigeration. Repairs not complying with regulated specifications such as SABS and others All electrical motors (e.g. electric gate or garage door). Main electrical supply interruptions to permanent residence. The service includes transfer calls to the member s relevant 24/7 insurance helpline to facilitate a home owner s claim where applicable, such as geyser or burst pipe claims. Locksmiths If keys are broken off or lost for a main entrance or exit of the house (This includes outbuildings). If a person is locked inside the house or any room within the house. Exclusions Burglary incidents (the member will be assisted either via contact with his/her 24/7 insurance helpline or alternatively at his/her own cost) and garages Padlocks Replacing of damaged locks (the member will be assisted at his / her own expense) Business premises (Business premises only applicable for office assistance) Additional benefits also included are

8 Tree fellers/bee keepers and pest controllers paid for up to the per incident limits only and only within daylight hours. Should a break in occur, security assistance and guarding services will be provided at the members request. This will be for the members own account. Emergency services notification and call-out. At your request our call centre will relay a notification of emergencies to the police, traffic, fire brigade, ambulance, security or any other emergency service provider. Please note that each benefit will be managed on an individual basis and is highly dependent on traffic, weather and correct information received i.e. address or area of incident. MEDICAL EMERGENCY ASSISTANCE In the event of a life-threatening medical emergency the 24-hour contact centre will arrange and facilitate the relevant emergency response and also provide medical related services such as advice and guidance. Emergency medical response to the scene of a medical emergency Primary Medical Response & Transport An appropriate road and/or air response utilising an ambulance, a rapid response vehicle, or a helicopter (all of which are manned by appropriately qualified and experienced emergency care practitioners, paramedics or doctors) is arranged to the scene of a medical emergency immediately where appropriate lifesaving support will be provided to the member and if relevant, be stabilized before transfer is provided to the closest appropriate medical facility. NHRPL rates apply only. In all instances, standard protocol would include confirmation of a medical aid membership if possible. In order to limit future payment complications, patients would be admitted to an appropriate public hospital if no medical aid benefit applies. Cost in terms of services rendered by a service provider such as air or road ambulance is recovered from the member s medical aid and if the member does not belong to a medical aid, cost is payable by the service provider.

9 Medical Repatriation In the event of your hospitalisation outside of your home town, it will be arranged and paid for (NHRPL rates apply) that you are repatriated to your home town, provided that the repatriation is justified by the doctor appointed by the Service Provider Urgent relay of message and escort of minors and compassionate visits Upon your request, our team will arrange and co-ordinate your request and pay for assistance/benefit where applicable. Maximum cover R2 000 per annum is applicable. Exclusions in terms of the benefits with a R-value limit are intentional, self-inflicted bodily harm, cases relating to psychiatric disorders, attempt to commit an unlawful act, active participation in war or riot and participation in any sports on a professional basis or on national or provincial level. Medical advice and information hotline Unlimited referral and advisory benefit only. The medical personnel, including paramedics, nurses and doctors, shall be available 24 hours a day to provide general medical information and advice. This is an advisory service, as a telephonic conversation does not permit an accurate diagnosis. Medical doctor available through contact centre 24-hours per day If necessary a medical Doctor will be available to consult, via telephone, through the contact centre. Emergency medical advice and assistance hotline In addition to the general medical advice service, one call to the emergency medical number will trigger the medical operators to guide a person through a medical crisis situation by providing emergency advice or by organising for the member to receive the support required, utilising the 24-hour contact centre doctor. This service includes referrals to crisis lines in case of: Family and Domestic Abuse Child Abuse Bereavement Counselling

10 Suicide Hotline Poison Hotline Repatriation of mortal remains As an Edgars Club member you have access to the benefit of repatriation of mortal remains should you or an immediate family member require this service. In the event of you or your family member s death (100km from the main place of residence), the bereaved family and next-of-kin will receive assistance with transporting their loved one back home. This includes the following: A national contractor fleet of vehicles which are refrigerated and equipped to provide dignified transportation of the deceased. Repatriation of the deceased from anywhere in South Africa (including Swaziland and Lesotho) to a funeral home of choice which is closest to the place of burial within South Africa. Assisting the family members find transport and accommodation to attend the funeral. Necessary documentation if the deceased is to be buried outside the borders of South Africa. Jow to book the grave or crematorium with the relevant authorities Referrals to a psychologist or psychiatrist, as well as special counselling Referral to suppliers for: Coffins, hearses, flowers, caterers etc. Referral to a pathologist, if required. Overall limit of R5000 per member per annum. Benefit includes R200 airtime voucher Arrangements as per client specific needs and timelines. LEGAL ADVICE AND ASSISTANCE General telephonic legal advice up to a maximum of R2 000 per annum which includes: Criminal offences, labour matters, fines Debt, contracts, divorce Maintenance, motor vehicle accidents

11 Facilitation of paid up garnishing orders A national panel of attorneys where members can enjoy the following: One free 30-minute consultation One free letter One telephone call A useful standard document which includes the following information: Divorce kit Small claims court kit Child maintenance kit Domestic employment agreements Lease agreements Purchase and sale agreements Last will and testament Mobile notification services As a member you will receive an SMS notifying you of the update on your active case. The below details will be sent to your mobile phone after lodging a case: Name of primary case manager. Reference number (ease of calling in and enable anyone of the assist agents to intervene or provide further details to the caller member). Once a Service Provider has been appointed, the responding Service Provider details will be sent along with the ETA. Any changes made to the case (new Service Provider, additional requests breakdown, needs a tow etc).