TERMS & CONDITIONS 1. PRODUCT DESCRIPTION: AMAZING CALL Panic Alert Each member of the family (up to 5 in all) receive a panic facility (either LBS or an App on a smartphone) which gives them 24/7 access to the Amazing Call emergency call center, where they can receive assistance in any emergency. These services will comprise two elements: Services specifically associated with this product (all the features below) Additionally, the emergency call center will build a profile of all other benefits that the member is entitled to (including benefits attached to any other policies, rewards programs or retail loyalty schemes). Amazing Call will become their one- stop access to all their services. Over time, this also gives Amazing Vouchers the opportunity of upselling additional product that are missing in their portfolio Family Finder Crisis Assistance Associated with Amazing Call and specifically on the smartphone App, each member will be able to track the whereabouts of each of the other family members on a Family Finder map on their phone. Note: this feature will only be available in November 2014 A range of services to deal with the inconveniences in the aftermath of a home robbery or vehicle hijack. Subject to verification from SAPS that such an incident has in fact occurred. Bail Assist The services include: Obtain the SAPS reference number before assisting the client All claims are subject to a losses directly from a hijacking or a house burglary and specific losses have been included in their SAPS statement Assist with car hire for two days (in the event the registered car has been stolen) Replacement cell phone with R100 Airtime (in the event a cell phone has been stolen) Debit Card with R500 loaded (in the event the member has had their wallet stolen) Locksmith subject to a maximum of R2000, if keys stolen (in hijacking or broken in at home) or if locks broken at home 48 Hour Guard subject to a maximum cover of R500 (if hijacked or broken in) provided for at home only Emergency Medical Services will be called if required during a hijacking or a house burglary for the account of the member In the event of the member or immediate, registered family member being arrested and unable to immediately access cash to post bail, Bail Assist will deliver a maximum of R3000 to any police station in the country within three hours. The funds are owed by the member and will be recovered at the
conclusion of the case The member will be covered in cases such as the following: Road traffic offences such as neglecting to pay speeding fines Failure to appear in court to defend such traffic offences (contempt of court) Driving while under the influence of alcohol Common assault Shoplifting or theft where the amount is less than R 2 500 Fraud where the value involved does not exceed R 2 500 Illicit possession of dagga where the amount does not exceed 115 grams Drinking in public Public disturbance The process to access Bail Assist is as follows: The member must contact the Amazing Call callcenter and provide the particulars their case The call centre will contact the officer on duty to verify the arrest and bail details The call centre will stay in touch with the member to confirm that the Bail Assist service has been dispatched Where appropriate, the call centre will contact the member s spouse/partner to advise of bail assistance The Bail Assist agent will report to the relevant police station within three hours of receiving bail assistance request The original Bail Receipt will be requested from the appropriate police official The call centre will contact the member one day after their arranged court appearance and continue to follow up with the member until the matter is finalised in court The maximum amount of bail per incident is R 3000. No assistance is available for bail in excess of this amount If bail is granted, you will be asked to accept the terms and conditions (delivery of the receipt and bail and legal costs will be owed to the service provider if the policyholder does not appear at court at the allotted time and date) The bail will only be paid directly to the courts or government body via cash to the police departments or via attorney trust accounts to the relevant courts The receipt for the bail payment must be given to the service administrator or its appointed agents or posted by registered mail within 24 hours of payment of bail, failing which a penalty of R500 will apply If the member does not appear at court on the appointed date, or if the member appears in court but the service provider cannot recover the bail loan, for whatever reason, the member will be liable to pay the service provider for the amount of the bail plus any legal costs incurred No bail assistance will be provided where the amount of bail exceeds R 3 000
Home Drive or the crime of which the member is accused is classified as one of: Assault with Grievous Bodily Harm Murder or Attempted murder Rape Child abuse Child pornography Dealing in drugs Armed robbery or robbery with aggravating circumstances Treason, sabotage or subversion Where the crime of which the member is accused is classified as one contemplated in Part II or Part III of Schedule 2 of the Criminal Procedure Act, 51 of 1977; Where the Issuing Authority is outside the Republic of South Africa; Where the Issuing Authority is anyone other than an authorized police official as contemplated in Section 59 of the Criminal Procedure Act, 51 of 1977 Where the fees due have not been paid Where a claim has previously been paid under this Agreement where the member did not supply the Administrator with the receipt for the bail within 24 hours of the payment being lodged with the Issuing Authority and/or where the member did not appear in court as per the bail conditions. Relax, have a great evening and let Home Drive take you and your car home safely. Four trips per annum are covered for a round trip of up to 50 km s. HomeDrive offers four free trips per annum. The annual period is calculated from the time of membership sign- up. HomeDrive will record all free trips. The four free trips provide a 50km round trip from the HomeDrive Base Station to the collection point and then to the drop off point. From the 1st to the 4th trip, any mileage greater than 50km on any one of the trips is charged at R15 per km. The fifth trip will cost the member R240 per 30km round trip from the HomeDrive Base Station to the collection point and then to the drop off point (any mileage greater than 30km on this trip, is charged at R15 per km). The sixth trip, (and any additional after than within the annual period) will cost the member R320 per 30km round trip from the HomeDrive Base Station to the collection point and then to the drop off point (any mileage greater than 30km on any one of these trips, is charged at R15 per km). (The fifth and sixth trip rates compare favourably with the normal market R500 rate). Home Drive requires pre- bookings.
Members can call or send a panic alert to the Amazing One Call Centre to access the HomeDrive benefit. Bookings must be made by the latest, by 8pm, to access the HomeDrive service that evening. It is preferable to advance book a day or two before the event. Ad hoc or last minute requests (day and night) can be accommodated on a best- effort basis and members should expect a potential time delay of a minimum of one hour. This is subject to the availability of standby team members at the time of requests Public holidays pre- bookings need to be made before 5pm on the day, prior to the public holiday. When the member contacts the Amazing One Call Centre the member will be requested to provide the following: Name/cell phone/date and time of collection required Collection and drop off address Credit or Debit cards details including name on card, card number, expiry date and CCV number If the member exceeds the stipulated distance, either on the free or subsequent trips, the additional mileage charge will be applied and will be debited the following day. The HomeDrive taxi will issue the member with the trip details receipt at the conclusion of the trip, which will be used to calculate any additional expenses The Amazing Call callcenter will notify the member via SMS that the driver has arrived at the specified location, at the specified time, at which time the member will have 15 minutes to meet the driver. In addition, the driver will call the member on arrival. After 15 minutes the Amazing Call callcenter will notify the member that the driver will be leaving. The forfeit of a free trip will apply. In addition, if a member books the HomeDrive service and on arrival cannot be contacted, or even is not there, then one of their free trips will be forfeited or a cancellation fee applied There is no cancellation fee if cancelled two hours prior to booked collection time There is a cancellation fee of R160 when cancellation is one hour prior to the booked collection time There is a cancellation fee of R320 when cancellation is within the hour of the booked collection time The HomeDrive service is available is the following city and towns: Johannesburg (Base Station - Craighall Park) Pretoria (Base Station - Preller Street) Cape Town (CBD) Durban (CBD)
George (CBD) Port Elizabeth (CBD) Nelspruit (CBD) East London (CBD) Bloemfontein (CBD) Kimberley (CBD) Polokwane (CBD) Service is available to the valid paid- up member and limited to the vehicle registered on the program only. Up to three additional passengers can be transported at no additional cost, provided that the entire trip is no longer than 50km and on the same route to the member s home address. Additional passengers must be included in the booking, failing which an additional fee of R50 per additional passenger will apply. If driving the additional passengers requires the round trip to be greater than the 50km (free trips) or the 30km (charged trips), then the additional R15 per kilometer will apply. Roadside Assistance In the event of the vehicle being insured, Amazing Call will in the first instance, assist the member by accessing their insured roadside services benefit on their behalf. Roadside assistance will only be provided to the registered vehicle on the program. Members have access to the following services in the event of a roadside emergency (limited up to R500 per incident): Flat battery - jump start (replacement of battery for your own account) Flat tyre (help with change of tyre) Keys locked in vehicle (unlocking only) Fuel assistance (limited to five litres per incident) Minor roadside running repairs (electrical, coil, immobilizer etc.) Transmission of urgent messages Tow- in service to the nearest approved dealership (if under warranty), repair centre or panel beater in the event of: Mechanical breakdown covered up to R1850 Electrical breakdown covered up to R1850 Accident damage cost covered to the nearest approved panel beater up to a limit of R1850 For breakdowns more than 100km from home (on the condition that towing is arranged via the assistance call centre): Overnight accommodation for you and four passengers covered up to R500 Or; 24- hour, Group- B car rental covered up to R500 (subject to availability and the driver being in possession of a valid credit card and driver s license)
In the event of your vehicle being left for repairs, we will pay up to R500 for 24- hour, Group- B car rental (subject to availability and the driver being in possession of a valid credit card and driver s license) or a flight ticket to collect the vehicle after repairs. Alternatively, should the vehicle have been towed to a dealership closer to your place of residence, we will supplement the additional tow costs with the costs of car rental. *Please note: This cover excludes all vehicles over 3 500kg, trailers, caravans and boats. You will not be entitled to service where the vehicle is not in a roadworthy condition. Any costs incurred through arrangements made by your without prior authorisation shall not be reimbursed. Assistance is only available in South Africa, Lesotho and Swaziland. Recovery/Salvage and Accident Claim There is a limit of a total of R5000 per annum, per member. If a member is uninsured (70% of South African vehicles), and if they are involved in an accident, and it is not their fault, the following services are available: Assistance with the recovery of the cost of repairs to the member s vehicle from the other party Assistance with getting the best possible salvage price in the event the member s vehicle is a write- off Legal Assistance Trip Monitor This service requires full co- operation between the member and Amazing Call, principally around trying to gather as much evidence from the accident scene, to maximise the member s chances of a successful claim Comprehensive legal assistance service The member notifies the Amazing One Call Centre that he/she is undertaking a trip and requests to be monitored until they have reached their destination. The Amazing One Call Centre calls the member regularly to ensure they are safe and on course. The Amazing Call callcenter will not only respond to any panic from the member but will initiate a recovery in the event that the member cannot be contacted or does not reach their destination.
2. SERVICE LEVELS AMAZING CALL The services making up Amazing Call, will be delivered according the following target times: Target Time Answering a call to the Amazing Call Call Centre 24/7 Responding to a panic in the Amazing Call Call Centre 24/7 Time taken to deploy any service provider and to communicate this to member Number of times to contact member during any case Process when the Amazing Call Call Centre cannot get hold of member once panic received 20 seconds 60 seconds 10 minutes Every 15 minutes or as often as necessary, having regard for the member s convenience, safety and the co- ordination with service providers 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 that includes a message that says, We have responded to your message and called 4 times. Amazing Call will provide an alternative number that the client can use to phone the call centre and will invite the client to panic again. (which starts the entire process off again). In the meantime, Amazing Call will then contact next- of- kin or contact people provided by the member, to establish whether they know where the member is or was heading. Process when member requests services not included in product Time taken to deploy services associated with member benefits not directly in Amazing Call product Intelligent Panic and Family Finder Crisis Assistance With the help of these contacts, Amazing Call will continue to assist the member until the situation has been resolved and the case closed Amazing Call will attempt to assist the member with any emergency. In the first place, services specifically included in the Amazing Call service will be made available, then services that the member is entitled to in outside programs will be accessed (with the member s permission, and finally, in the event that other services, such as state ambulances or the SAPS, will be accessed for the member. This is dependent on the availability of such services and will be delivered on the basis of best effort. Intelligent Panic (USSD service to provide a panic service to all cellphones) and the Amazing Call App service that provides both panic and Family Finder services are properties of Amazing Call, and are dependent on technology partners and cell phone networks to be fully operational. Members must report their loss to Amazing Call within 24 hours of the incident. Amazing Call will make arrangements to provide
Bail Assist Home Drive Roadside Assistance Recovery/Salvage and Accident Claim Legal Assistance Trip Monitor services to the member within 48 hours of the incident. Amazing Call will arrive at any South African Police Station within three hours of the member reporting their arrest, with the required cash to post bail. The actual posting will be subject to the appropriate officer being available to authorise bail. Subject to the times and the terms and conditions in this document In general, services are delivered within 45 minutes in urban areas and within one hour in rural areas. Such delivery times are subject to services from contracted service providers. This service requires interaction with the member, at the scene of the accident and regularly in the days and weeks after the accident, to ensure a legal claim, or at the very least, the best salvage result is achieved Most legal services are required during normal office hours only. In the event that the member has a legal emergency, these services are provided on a 24/7 basis The Amazing Call Call Centre will contact the member every hour, or at intervals agreed to with the member at the outset of the trip