DELIVERY OF BENEFITS 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.) Edgars Club members have access to the following benefits: ROADSIDE ASSISTANCE These services are available 24/7/365 days Mechanical and electrical breakdown A towing service is provided to tow the vehicle to the nearest place of repair (dealer) or 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 club members 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. 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 nonroadside 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 10 litres of fuel is supplied in the event of the vehicle running out of fuel maximum 2 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. 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 R1000: 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 R1000 Estimated Service Times: Incoming Calls = 85% of calls answered in 20 seconds Urban Areas = average response time is 45 to 90 min (from time of dispatch) Rural Areas = average response time is 90 180 min (from time of dispatch) Cross Border (not in SA) varies in accordance with the kilometres needing to be travelled and service provider availability Eligible Vehicle MAX 3.5GVM Cost of Assistance - Assistance associated to the eligible vehicle will be paid for by IDIGICALL ASSIST up to the max benefit limit. Vehicles in excess of 3.5GVM assistance will be professionally case managed by IDIGICALL ASSIST. 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 DIGICALL ASSIST agreed rates Notification of Case = emailed 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 telephonic
EMERGENCY HOME ASSISTANCE Home Assistance programme 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 home requiring the immediate / urgent services of a domestic tradesman to limit/ minimise or prevent further damage to the home or to prevent a sanitation 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. The Home Assistance programme shall entail the following emergency services to customers: 1. Plumbers 2. Glaziers 3. Electricians 4. Locksmiths 5. Tree Felling 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 R2000 per calendar yearapplies. 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, e.g. 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. 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 Emergency Geyser overflow, valves (Latco and pressure release) causing loss of hot water and pressure-release problems Exclusions: Jacuzzi, swimming pools and 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 Glaziers Glazier assistance is a 24-hour help line, offering assistance where 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. 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: Tree Fellers/ Bee Keepers and Pest Controllers - paid for up to the per incident limitsonly and only within day light 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 Assist 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 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. Medical Advice and Information Hotline 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, utilizing the 24-hour contact centre doctor. This service includes referrals to crisis lines in case of: Family and Domestic Abuse Child Abuse Bereavement Counselling Suicide Hotline Poison Hotline Emergency Medical Response to the scene of a Medical Emergency An appropriate road and/or air response utilizing 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.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 Digicall Assist. 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. Estimated Service Times: Incoming Calls = 85% of calls answered in 20seconds Aircraft Flight Plans = 60 to120 min (depending on weather conditions) Helicopter Flight Plans = 15 to 20 min activation Nearby Areas = average response time is 20 to 60 min (from time of dispatch, depending on assistance method selected/necessary) Rural Areas = average response time is 90 to 120 min (from time of dispatch, depending on assistance method selected/necessary)
Notification of Case = emailed to the elected executives for each case completed RMR - 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. Assisting the bereaved members of family with information on: o how to apply for a death certificate and where applicable, advice on the necessary documentation if the deceased is to be buried outside the borders of South Africa. o how to book the grave or crematorium with the relevant authorities o referrals to a psychologist or psychiatrist, as well as special counselling o referral to suppliers for: Coffins, hearses, flowers, caterers etc o referral to a pathologist, if required Overall limit of R5000 per member per annum. Estimated Service Times: Incoming Calls = 85% of calls answered in 20seconds Arrangements as per client specific needs and timelines
LEGAL ADVICE AND ASSISTANCE Unlimited general telephonic legal advice which includes: ü criminal offences ü labour matters ü fines ü debt ü contracts ü divorce ü maintenance ü motor vehicle accidents A national panel of attorneys where members can enjoy the following: ü one free 30-minute consultation ü one free letter ü one telephone call A useful standard document which includes the following information: ü divorce kit ü small claims court kit ü child maintenance kit ü domestic employment agreements ü lease agreements o purchase and sale agreements ü last will and testament
CONCIERGE DESK The concierge desk is available 24/7 to assist with matters such as: Quotes on goods and services from suppliers close to you Bookings for restaurants, accommodation, rental cars and more Information on specific goods or services you might need such as finding a removals company or sourcing a driving school for your teenager.
TUTOR ASSIST The service includes telephonic learner support, education and support (after-hours) in terms of sourcing relevant information for assignments (limited to web search topics) in all the major subjects for secondary students. Modes of communication include fax, e-mail and mail if required. They therefore receive telephonic assistance in order to research information for projects and such like needs. The benefits are that children have access to the very best homework help and study requirements. This offers the opportunity to adapt gradually to the changing education curriculum and ensure that the children are receiving the very latest information and assistance. The well-being and education of children will always be a priority, irrespective of the person s religion, race or culture. School24Honours Tutor Line will provide parents with peace of mind that either due to circumstances or unavailability, professional assistance and guidance will be accessible to their children at agreed hours 5 days a week.school24honours Tutor Line provides access to professional and qualified tutors. Their role is to encourage, explain and assist children during those difficult moments of evening homework where so often parents are not available, or equipped to deal with the issues. The key service elements include: Telephonic learner support, education and project compilation assistance in all the major subjects. The tutor s role is further to encourage and assist with projects or homework when the parent is not available or equipped to deal with the child s/student s queries. Internet access allows the competent tutors to search for information and compile summaries where required. Modes of communication include: fax, email and mail. The tutor service is provided by qualified and practicing education specialists. Tutors are highly qualified, practicing teachers who are at the forefront of teaching practices and curricula. Their experience at one of the best schools of South Africa is made available to children. Tutors are supported by administrative, research and IT personnel who assist in IT database compilation and project research. Tutors in the following subjects are available: ü Maths Literacy ü Mathematical Science ü Natural Science ü Social Sciences : History ü English ü Afrikaans ü Geography Social Sciences ü Accounting ü Economics ü Business Economics ü Biology / Life Science Assistance is offered to learners from Grade 1 to Grade 12; Service Hours are Sundays to Thursdays 18h00 to 21h00 (excluding National School and Public Holidays).
COMPUTER HELPLINE School 24 Honours Computer Helpline provides a 24 hour telephonic access and a technical support help desk which provides online advice on computer hardware and software packages: Hardware additions Software additions Internet set-up and maintenance enquiries Setting problems Operating system enquiries Programming enquiries Office packages PC Games support Virus Support