Vodacom Device Cover Protect your device against loss, damage or theft from as little as R20 per month. Vodacom Power to you 51397- Device Cover Brochure A5.indd 1 2016/02/09 2:38 PM
Contents 1. The products 1.1 Vodacom Cellphone Cover... 1 1.2 Vodacom Contract Cover... 3 1.3 Vodacom QuickSIM Cover... 4 1.4 Vodacom Laptop and Portable Device Cover... 5 2. The services 2.1 How do I get Vodacom Insurance?... 6 2.2 How do I claim?... 6 2.3 How do I cancel or change my insurance policy?... 8 Your premiums If you have a complaint... 8 Things you need to know... 9 Replace, repair, reuse Terms and conditions apply. Vodacom Insurance Company (RF) Ltd is a licensed short-term insurance company. All device policies are administered by Cellsure (Pty) Ltd (FSP No. 16950). 51397- Device Cover Brochure A5.indd 2 2016/02/09 2:38 PM
1. The Products 1.1 Vodacom Cellphone Cover Vodacom offers comprehensive cellphone cover for all Prepaid, Top Up and Contract customers. With Vodacom Cellphone Cover you can easily insure your handset against loss, any and all types of damage, and theft. What are the benefits? What is not covered? Peace of mind in the event that your cellphone is lost, stolen or damaged. Affordable monthly premiums. Value-for-money coverage against all damage, even liquid damage. Preselected band according to the value of your cellphone, up to a value of R20 000. Your cellphone will be replaced within 24 hours, after you ve successfully submitted your claim to our nationwide network of Vodacom dealers. Damage, loss or theft of SIM cards. (To ensure your SIM card, you can apply for QuickSIM.) Cellphone accessories, like car kits, pouches, spare batteries and chargers. Out-of-box failures and any other faults that are covered by the manufacturer warranty. Outstanding contractual obligations. The reconstruction or recovery of Data. Please refer to section 2.2 on how to claim. hours Important for Contract and Top Up users Your cellphone is insured along with your listed SIM card. When you submit a claim, we have to verify this in order to successfully pay out a claim. This means that your insured cellphone will be covered if the listed SIM card was in the insured phone at the time of damage, loss or theft. If the listed SIM card is not in the insured cellphone at the time of damage, loss or theft, the cellphone will NOT be covered and the claim will be declined. Important for Prepaid customers At the time of damage, loss or theft, the insured cellphone must match the listed SIM card. 1 51397- Device Cover Brochure A5.indd 1 2016/02/09 2:38 PM
How much does it cost? Band Limit of cover Premium 1 R0 R1000 R35 2 R1001 R2500 R53 3 R2501 R5000 R85 4 R5001 R7000 R129 5 R7001 R9500 R159 6 R9501 R12 000 R195 7 R12 001 R15 000 R245 8 R15 001 R20 000 R295 Your Vodacom Cellphone Cover Premium includes all fees and VAT. 2 51397- Device Cover Brochure A5.indd 2 2016/02/09 2:38 PM
1.2 Vodacom Contract Cover Vodacom Contract Cover is an option that will insure Contract and Top Up customers against the inability to meet their contractual obligations due to death or disability. You can enjoy this benefit if you are between the ages of 18 and 63. What are the benefits? Disability in the event that you can no longer work due to total or temporary disability, your monthly subscriptions will be settled, after a one-month waiting period. The payments will cease upon death, recovery and attainment at age 65, or when the Contract expires. In the event of death all subscriptions will be paid up to the Contract expiry date. Death all outstanding subscriptions will be settled immediately. Why should I use this service? 1. Neither you, nor your estate, will need to worry about settling your subscription obligations in the event of your death or disability. 2. Immediate cover in the event of your death. 3. Monthly premiums are linked to your price plan. 4. Affordable premiums. 5. It s simple and easy to understand. 6. The claiming process is simple and easy to follow. What is not covered? All telephone call costs over and above FREE MINUTES. Any value-added services in excess of R50 per month. Band Tariff Limit (excluding VAT) Premium (including VAT) 1 R0 R150 R5.50 2 R151 R350 R8.50 3 R351 R700 R11.70 4 R701 R1500 R19.85 5 R1500 R3000 R38.25 Your Vodacom Contract Cover Premium includes all fees and VAT. 3 51397- Device Cover Brochure A5.indd 3 2016/02/09 2:38 PM
1.3 Vodacom QuickSIM Cover Vodacom QuickSIM Cover will cover your SIM card if it gets lost, stolen or damaged. During a 24-month period, you ll get three FREE replacement SIM cards. If you currently have a Vodacom Cellphone Cover policy that only covers your cellphone, get QuickSIM to cover your SIM too. What are the benefits? 1. A maximum of R100 cover per claim, including VAT, for any unauthorised calls that were made due to loss, theft or damage to your phone. 2. No excess charge on these claims. 3. Three SIM card replacements during a 24-month Contract. How can I get the service? You have to be a Vodacom Contract customer to apply for the service. To activate or cancel the service, you can call Customer Care on 082 111, FREE from a Vodacom cellphone. How much does it cost? Vodacom QuickSIM Cover costs R5.70 per month, including VAT. 4 51397- Device Cover Brochure A5.indd 4 2016/02/09 2:38 PM
1.4 Vodacom Laptop and Portable Device Cover We bring you this brand new innovative cover for all Vodacom-issued laptops and portable devices, like 3G modems, tablet computers, kindles and ipads. All customers can insure Vodacom-bought computer equipment against loss, damage and theft. What are the benefits? Peace of mind knowing that your portable device will be replaced if it gets lost, stolen or damaged. Your laptop and devices will be replaced within 24 hours, from our nationwide network of Vodacom dealers after you have successfully completed your claim. Affordable monthly premiums. Comprehensive service and value for your money, covering all damage to your computer device. What is not covered? Damage, loss or theft of SIM cards inside the computer equipment. Equipment accessories, like the carry case, covers, skins etc. Theft, loss or damage while your laptop or device is being used with a modem or Data connect device from any other network. Loss, damage or failure covered by your current manufacturer guarantee. How much does it cost? Band Limit of cover Premium 0 R0 R1500 R20 0.5 R1501 R2500 R40 1 R2501 R5000 R69 2 R5001 R7000 R99 3 R7001 R9000 R129 4 R9001 R12 000 R149 5 R12 001 R15 000 R175 6 R15 001 R18 000 R205 Your Vodacom Laptop and Portable Device Cover Premium includes all fees and VAT. 5 51397- Device Cover Brochure A5.indd 5 2016/02/09 2:38 PM
2. The Services 2.1 How do I get Vodacom Insurance? You can apply for Vodacom Insurance at any authorised Vodacom participating dealer. Your monthly premium will simply be added to your monthly cellphone bill if you re a Contract or Top Up customer and must be paid in advance. Your cover is immediate and subject to a waiting period defined per product. If you re a Contract or Top Up customer You can apply for any Vodacom Insurance product during your Contract application process and it will be billed monthly along with your subscription as a value-added service. Simply ask your sales consultant in store for more information. OR Call Cellsure on 082 1952. If you re a Prepaid customer You must complete an in-store form, but make sure you understand the terms and conditions clearly. OR You can also contact the administrators, Cellsure, on 082 1952 to initiate your insurance policy yourself. OR Your completed form must be faxed to 011 844 2913/7 or emailed to: activate@cellsure.co.za Note: You must apply for insurance within seven days after purchase of your device. You must send us proof of purchase together with your application form. Cellsure will then send you a Policy Document, with the terms and conditions, within 30 days of application and activation. 2.2 How do I claim? To lodge a claim you have to: Report the incident to Customer Services by dialing 082 111, FREE from your Vodacom cellphone. Have your SIM card locked and your device blacklisted, by dialing 082 111. You ll be given an ITC reference number, which is essential to complete the claims process. Report theft and loss to the South African Police Services and obtain a case number. Complete an Insurance Claim Form, available at any Vodacom Dealer or downloadable at www.cellsure.co.za Fax the completed form to Cellsure Claims at (011) 844 2913/7 or email it to info@cellsure.co.za To claim: Contract Cover customers must contact Cellsure by no later than 90 days after the insured event on 082 1952. 6 51397- Device Cover Brochure A5.indd 6 2016/02/09 2:38 PM
You will have to pay the excess as follows: Excess Amounts For Cellphone Cover, the following excesses are applicable: Your basic excess depends on whether your cellphone is repaired, replaced with a refurbished cellphone or replaced with a new cellphone as follows: Excess payable by you Band Limit of cover Repair/Replace with a refurbished Replace with a new cellphone cellphone 1 1 R0 R1000 R150 10% of Replacement Cost OR R300 (whichever one is higher) 2 R1001 R2500 R200 3 R2501 R5000 R250 4 R5001 R7000 R400 15% of Replacement Cost 5 R7001 R9500 R600 20% of Replacement Cost 6 R9501 R12 000 R750 7 R12 001 R15 000 R900 8 R15 001 R20 000 R900 1 Your cellphone may be replaced with a refurbished cellphone at our discretion and subject to availability of stock. Your basic excess will be doubled if you claim within the first 60 days of date of inception of this insurance contract. However, for Contract customers, the double excess will not be applicable if the insurance inception date coincides with your subscriber agreement. For Prepaid customers the double excess will not be applicable if the insurance inception date coincides with the date of purchase of the cellphone. Your excess will be doubled if your claim occurs within 12 months of a previous successful claim on this policy. For Laptop and Portable Device Cover, the following excesses are applicable: 10% of new replacement value, minimum of R150 for each claim. If a claim occurs within 30 days of the start of the policy, an additional R300 excess is payable, above and beyond the excess listed above. To repair damage, 10% of repairing costs to the minimum of R150 if the equipment is repaired. In the event of a further repair claim within 12 months after the previous repair, an additional R300 will be payable. Note: 3G modems are replaced, NOT repaired, in the first year of being purchased. Your excess amounts are payable when you collect the replacement device at your authorised Vodacom dealer. 7 51397- Device Cover Brochure A5.indd 7 2016/02/09 2:38 PM
2.3 How do I cancel or change my insurance policy? If you are unhappy with your policy, there is a 30-day cooling-off period, which means that you can cancel your policy 30 days from date of receipt of your policy document provided that no claims have been submitted. After this initial 30-day grace period, you can still cancel/change your policy if you give 30 days prior written notification. If you want to change your policy you must complete and submit the following: Change of Insurance Cover Form Copy of your ID These can either be faxed to (011) 844 2913/7 or emailed to info@cellsure.co.za If you want to cancel your policy you must complete and submit the following: A complete Cancellation of Insurance Form Copy of your ID These can be faxed to (011) 844 2913/7 or emailed to cancellations@cellsure.co.za For more information, call Cellsure on 082 1952, or contact them on any of the above-mentioned details. If you have a complaint Please contact Cellsure on 082 1952 or at info@cellsure.co.za to assist you with your complaint. In terms of legislation, all complaints must be addressed in writing and may be handed in at any of the Vodacom branch offices who will then send it through to the relevant entity. If your complaint still isn t resolved, you can escalate it to the Ombud offices as listed below, also in writing. Service Related Queries Product Related Queries FAIS Ombud, Short-Term Insurance Ombud Sussex Office Park Ground Floor, Block B PO Box 32334 473 Lynnwood Road Braamfontein Lynnwood 2017 0081 Tel: (012) 762 5000/(012) 470 9080 Tel: (011) 726 8900 Fax: (086) 764 1422/(012) 348 3447 Fax: (011) 726 5501 Email: info@faisombud.co.za Email: info@osti.co.za 8 51397- Device Cover Brochure A5.indd 8 2016/02/09 2:38 PM
Things you need to know Your Insurer Your insurer is Vodacom Insurance Company limited (Vodacom Insurance). Vodacom is licensed to provide short-term insurance products and as such offer you, our valued customers, the opportunity to participate in these product offerings. Contact Vodacom at: Physical Address: 082 Vodacom Boulevard Vodavalley, Midrand 1685 Contact Details: (011) 653 5000 Compliance Department: (011) 546 1875 Email: insurance@vodacom.co.za Website: www.vodacom.co.za (For all Vodacom Insurance information and terms and conditions) Your Insurance Administrator As your insurer, Vodacom Insurance has appointed CELLSURE (Pty) Ltd (Cellsure) which is an authorised financial service provider, to manage all the administration, relating to short-term products. Contact Cellsure at: Physical Address: Block H, Metropolitan Office Park, 82 Wessels Road, Rivonia 2128 Postal Address: PO Box 2537, Rivonia 2128 Contact Details: Tel: 082 1952 Fax: (011) 844 2913/ 844 2917 Email: info@cellsure.co.za Website: www.cellsure.co.za Cellsure receives a maximum of 10% as an administration fee, and receives more than 30% of total remuneration in a 12-month cycle, from the insurer. There are no conflicts of interest you can have a look at the Conflicts of Interest Management Policy on the Cellsure website. Or if you don t have access to the Internet, you can request to have a copy faxed or posted to you. All claims with respect to your insurance can be directed to Cellsure and have to be submitted within 30 days. 9 51397- Device Cover Brochure A5.indd 9 2016/02/09 2:38 PM
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