DEVICE INSURANCE POLICY WORDING
Upon payment of the premium and subject to the terms, conditions and exclusions of this policy, Santam Ltd (the Insurer) agrees to provide you with cover according to the insurance cover option(s) selected, for your Mobile Device, Accessory or Router, occurring during the period of insurance, up to the maximum limit of indemnity, as indicated in the Policy Schedule.
DEFINITIONS
Accessories means the Network issued accessory (ear pods, wearables) which bear the Serial number as reflected on the insurance schedule.
Accidental means an incident You could not foresee, that happens unexpectedly and unintentionally at an identifiable time and place.
Additional Excess means an additional amount You must pay for claiming, over and above the excess, as set out in the terms and conditions of this policy.
Cancellation means you instruct your Intermediary and/or Insurer to cancel your mobile device, accessory or router insurance policy. Your mobile device, accessory or router policy may be cancelled, at any time, by the Insurer by providing you with 31 (thirty-one) days’ notice.
Consequential Loss means any consequential (for example, loss of income as a result of an insured event), indirect or resultant loss that accompanies the insured loss.
Cyber Loss means any act, whether intentional or unintentional, planned, authorised or unauthorised, malicious or criminal, regardless of time and place, or the threat or hoax thereof, affecting, prohibiting access to, processing of, use of or operation of the mobile device, router, or sim card.
Date of Incident means the date on which the insured event occurs, which must fall within the period of insurance.
Debit Order means the agreement entered into between You and Worldwide Advisory Services (Pty) Ltd which allows the said company to debit the insurance premium from your bank account.
Dongle means a small device able to be connected to and used with a computer, especially to allow access to wireless broadband or use of protected software.
Excess means the first amount payable by You, in respect of each and every claim, unless the Policy Wording indicates otherwise, and this excludes any additional excesses.
Excess Buy-Down means the optional benefit that assists You to reduce Your basic excess by 50% on certain cover options.
Expert means an Authorised Repair Centre for the manufacturer of the mobile device or Router that the Sim Card is used with, at the time of the claim.
Insured Event means an accidental, unexpected, or unforeseen event.
Insurer/the Insurer/Your Insurer means Santam Limited.
Liquid Damage means any damage caused by a sudden and unforeseeable ingress of fluid.
Mobile Device means the Network issued device (cellphone, laptop, tablet that can carry a SIM card) which bears the IMEI number as reflected on the insurance schedule, excluding any accessories.
Modem means a combined device for modulation and demodulation, for example, between the digital data of a computer and the analogue signal of a phone line.
Router means a piece of electronic equipment that connects computer networks to each other.
Policy Schedule means the document attaching to the policy that contains information, including details of the policyholder, period of insurance, premium, details of the Device, the insured value and the excess applicable.
Repairable means restoring the device to the same working condition immediately before the incident took place
Service Provider means the device coverage provider where You have a contract agreement.
SIM Card means the subscriber identity module bearing an MSISDN (Mobile Station International Subscriber Directory Number) allocated to each subscriber.
Subscriber Agreement means the agreement entered into between You and MTN, which allows Your insurance amount to be debited against.
Total Loss means loss due to theft or the device being accidentally lost, or damage to such an extent that the device cannot be repaired for further use.
Unattended means that you or a person you have authorised to look after the insured mobile device or accessory, are not physically present at the time of the event that leads to a claim or are not close enough to the insured mobile device, accessory, or router to see it and are therefore unable to prevent any loss or damage.
Unattended vehicle means that you or a person you have authorised to look after the insured mobile device or accessory, are not physically present in the vehicle at the time of the event that leads to a claim or are not close enough to the vehicle to see it and are therefore unable to prevent any loss of or damage. You or Your means the policyholder named in the policy schedule, who is the owner of the policy.
COVER OPTIONS AVAILABLE
If a heading below is shown in the schedule under, ‘Details of the contract holder or Application type’ we will cover you as shown under that heading. If the heading is not shown, you do not have that cover.
i) Mobile All Risk;
ii) Liquid & Accidental Damage;
iii) Repair Only;
iv) Loss & Theft Only;
v) Excess Buy-Down:
– The excess buy-down can only be selected as an add-on benefit if one of the following covers have been selected; All Risk, Liquid & Damage, or Repair Only.
vi) Router All Risk.
MOBILE ALL RISK
This section offers cover for accidental, unforeseen physical loss, or damage to the insured Mobile Device or Accessory, occurring anywhere in the world.
EXCESS BUY-DOWN (Optional benefit)
This section offers cover to reduce your basic excess by 50%. For an additional premium, Santam Ltd will reduce the total of the basic excess you have to pay by 50%. For example, if your basic excess is R1 000.00 it would be reduced to R500.00 if you have selected Excess Buy-Down, when taking out the policy.
LIQUID & ACCIDENTAL DAMAGE
This section offers cover for accidental, unforeseen physical or liquid damage to the insured Mobile Device or Accessory, occurring anywhere in the world.
EXCESS BUY-DOWN (Optional benefit)
This section offers cover to reduce your basic excess by 50%. For an additional premium, will reduce the total of the basic excess you have to pay by 50%. For example, if your basic excess is R1 000.00 it would be reduced to R500.00 if you have selected Excess Buy-Down, when taking out the policy.
REPAIR ONLY
This section offers cover for the cost of the repair of the Mobile Device or Accessory only, due to accidental, unforeseen physical damage to the insured Mobile Device or Accessory, occurring anywhere in the world. However, there is no cover for damage caused by liquid.
Should the cost of repair exceed more than 70% of the insured value, the device will be deemed beyond economical repair and no cover will apply. There will be no replacement of the Mobile Device or Accessory and the policy will automatically be cancelled.
In the event that the device can be repaired, the Insurer will restore it to its original working condition, immediately before the damage occurred.
EXCESS BUY-DOWN (Optional benefit)
This section offers cover to reduce your basic excess by 50%. For an additional premium, Santam Ltd will reduce the total of the basic excess you have to pay by 50%. For example, if your basic excess is R1 000.00 it would be reduced to R500.00 if you have selected Excess Buy-Down, when taking out the policy.
LOSS & THEFT ONLY
This section offers cover for accidental, unforeseen physical loss, or theft ONLY of the insured Mobile Device or Accessory occurring anywhere in the world.
ROUTER ALL RISK
This section offers cover for accidental, unforeseen physical loss, or damage (including lightning and power surge damage) to the insured Router, occurring anywhere in the world.
What you pay in the event of a claim
Each time You have a valid claim, under this policy, you agree to pay the excess. The excess is the amount you must pay before we settle any valid claim:
- Should you fail to pay the required excess on the approved claim, for your Mobile Device or Accessory, within 90 (ninety) days from the date of loss, the claim will be suspended and prescribed after 12 months.
MOBILE ALL RISK
In the event of a TOTAL LOSS, in other words lost, stolen, or beyond economical repair:
i) 10% of the value of the device with a minimum of R300.00;
ii) 2nd loss within 12 months – 10% of the value of the device with an additional R750.00 excess;
iii) 3rd loss within 12 months – 10% of the value of the device with an additional R1 000.00 excess;
iv) All claims lodged within 60 days from inception will have an additional R300.00 excess applicable.
If the phone is REPAIRABLE:
i) 5% of the value of the device with a minimum of R150.00;
ii) 2nd repair within 12 months – 5% of the value of the device, with an additional R300.00 excess;
iii) All claims lodged within 60 days from inception will have an additional R300.00 excess applicable.
Excess structure will be reset when a period of 12 months, from the date of the last claim, has elapsed.
LIQUID & ACCIDENTAL DAMAGE
In the event of a TOTAL LOSS, in other words beyond economical repair:
i) 5% of the value of the device with a minimum of R300.00;
ii) 2nd loss within 12 months – 5% of the value of the device with an additional R750.00 excess;
iii) 3rd loss within 12 months – 5% of the value of the device with an additional R1 000.00 excess;
iv) All claims lodged within 60 days from inception will have an additional R300.00 excess applicable.
If the phone is REPAIRABLE:
i) 5% of the value of the device with a minimum of R150.00;
ii) 2nd repair within 12 months – 5% of the value of the device, with an additional R300.00 excess is payable and an additional R300.00 excess for all other repairs thereafter;
iii) All claims lodged within 60 days from inception will have an additional R300.00 excess applicable.
Excess structure will be reset when a period of 12 months, from the date of the last claim, has elapsed.
LOSS & THEFT ONLY
In the event of a TOTAL LOSS, in other words lost or stolen:
i) 10% of the value of the device with a minimum of R300.00;
ii) 2nd loss within 12 months – 10% of the value of the device with an additional R750.00 excess;
iii) 3rd loss within 12 months – 10% of the value of the device with an additional R1 000.00 excess;
Excess structure will be reset when a period of 12 months, from the date of the last claim, has elapsed.
ROUTER ALL RISK
Excesses are not applicable to ROUTER COVER.
Observance of policy conditions
You will not be covered under this policy unless you fulfil all your obligations, and you pay the premium due up until the date of the event giving rise to a claim under this policy. The Insurer may declare the whole or any part of this policy invalid if you:
- Have not given us all the details that affect the risk; or
- Have misrepresented or misdescribed any details that affect the risk.
You must advise either your Intermediary and/or your Insurer immediately of any change in the risk. Should there have been any material change in the risk, then the Insurer may amend the cover and premium from the date of the change.
If you do not inform your Intermediary and/or Insurer of any material change in the risk, the Insurer will be entitled to avoid the policy or reject any claim that occurred after the change in the risk.
For this General Term and Condition, the term, ‘you’ includes any person acting on your behalf.
Dual Insurance
We shall not be liable to pay more than our ratable portion of the claim where there is any other insurance policy covering the same Mobile Device or Accessory against the same event.
Jurisdiction
The policy shall be subject to the laws of the Republic of South Africa, whose courts shall have sole jurisdiction to the exclusion of the courts of any other country.
Cancellation of cover
i) The Insured may cancel their insurance policy at any time and with immediate effect.
ii) This policy may be cancelled, at any time, by the Insurer by providing 31 (thirty-one) days’ notice, in writing, to the Insured.
Termination of cover
i) MULTIPLE CLAIMS, in the event that more than 3 (three) claims are lodged, against this policy, in any 12 (twelve) month period, your Insurer may, at its discretion, give 31 (thirty-one) days’ notice due to adverse claims experience.
ii) In the event of a device that has been lost or stolen and the claim has been declined for whatever reason, the Insurer will cancel the policy and will no longer collect premiums on the device.
iii) In the event of a device that has been damaged, and the claim has been declined, the Insurer will suspend cover for accidental, physical, or liquid damage until such time that proof of repair, of that particular device, is submitted to the Insurer.
General amendments
i) This policy may be amended or endorsed by the Insurer by giving 31 (thirty-one) days’ notice, in writing, by issuing a written endorsement to the Policy and shall apply from the date, as advised in the notice, given to the Insured.
ii) The Insured may request amendments to the Policy during the period of the Policy. Any such amendments shall be evidenced by the Insurer by issuing an updated Policy Schedule to the Insured.
Cooling-off period
Please note that you are entitled to cancel your Policy, in writing, with the Administrator, within 14 days after the date of receipt of your Policy documentation or from the reasonable determined date on which you received your Policy documentation. You may only cancel this policy within 14 days where no benefit has yet been paid, claimed, or the event insured against under the policy has not yet occurred.
All premiums that were paid up to the date that the Administrator receives your written notice of cancellation will be refunded to you. Your request for cancellation shall be completed by no later than 31 (thirty-one) days after the Administrator receives your cancellation notice.
Fraud or any attempt thereof
You will lose all rights to claim under this policy if:
- a claim is fraudulent or if you or anyone acting on your behalf uses any fraudulent means to obtain any benefit under this policy; or
- a claim occurs due to a deliberate, or wilful, or intentional act committed by you or with your involvement or anyone acting on your behalf; or
- information or documents in support of a claim, whether created by you or on your behalf, is not true, is not complete or is fraudulent; or
- the quantum of a claim is deliberately exaggerated by you or anyone acting on your behalf.
The Insurer will repudiate your claim and cancel your policy with immediate effect. The Insurer is entitled to recover the amount that was paid to you in respect the claim.
Your rights
You (in this paragraph meaning the names set out in the Schedule) may not cede or assign your rights or obligations to another person. No other person may make a claim against us.
Transfer
You may not transfer the benefits of this contract to anyone else.
Increase or decrease in value
The value of the Mobile Device, Accessory or Router may increase or decrease from the INSURED VALUE reflected on your schedule. Santam Ltd and your broker, Admyntec Services (Pty) Ltd cannot be held accountable in such circumstances for the increase or decrease in value that occurs. Should you wish that we, Admyntec Services (Pty) Ltd, increase or decrease the value of the Mobile Device, Accessory or Router, it is your responsibility to notify us of this requirement.
It remains your responsibility to ensure that you have the correct policy plan and that you are adequately covered under this policy.
Upgrade or change in handset or mobile device
It is your responsibility to notify Admyntec Services (Pty) Ltd, in writing, of the change or upgrade of your Mobile Device, Accessory or Router, covered by this policy. Failing to do so will result in your claim being repudiated.
Increase in premium
The Insurer may from time to time increase your premium on the Mobile Device, Accessory or Router. This will be done at the discretion of the Insurer and they will provide the necessary 31 (thirty-one) days’ notice, in writing, that is required.
Time limits
a) If we reject your claim or dispute the amount of your claim, which decision was communicated to you in writing, you may within 90 days from the date of our communication make written representation to us.
b) If we still reject your claim or dispute the amount of your claim despite your written representation, you may institute legal proceedings against us within six months from the date we communicate to you the rejection of your written representation.
c) We are not liable after 12 months from the date of the event that gives rise to a claim, unless the claim is:
• the subject of pending court action or arbitration; or
• for amounts for which you may become legally liable.
BASIS OF INDEMNITY
At the time of loss, the claim will be paid on the replacement value of the Mobile Device, Accessory or Router. Your Insurer, at their sole discretion, retains the right to settle any claim on the basis of the cost of repairs or replacement.
In the event that the Mobile Device or Accessory:
i) Can be repaired, your Insurer will pay the costs reasonably incurred to restore it to its original working condition immediately before the damage occurred and will be done at the sole discretion of the Insurer.
ii) Is replaced by your Insurer, they agree to replace the Mobile Device or Accessory with the same make and model as the Insured Mobile Device or Accessory, unless the same make and/or model is no longer available. The Insurer will then replace the device with a Mobile Device or Accessory of the same value and similar functions as the original Mobile Device or Accessory, at the time of loss.
INCEPTION DATE
The policy will be incepted on the date of acceptance.
PERIOD OF INSURANCE (Applicable for all sections of cover)
Cover is provided for each month for which your premium is paid to your Insurer. The premium is payable monthly in advance for the cover that follows. Premiums are calculated on an annual basis and are payable monthly. All premiums must be paid, as requested, to ensure that you have continuous and uninterrupted cover for the Mobile Device or Accessory. If we do not receive the requested premium that You still owe us, the outstanding premium will be collected in accordance with the allowed GRACE PERIOD.
IF YOU ARE A CONTRACT CUSTOMER
It is agreed by all parties that the premium for the Mobile Device or Accessory is debited to your MTN contract and payable in advance for the month of cover. It is important to note that the cover for the Mobile Device or Accessory is only valid while your account is up-to-date and premiums have been received for the Mobile Device or Accessory.
IF YOU ARE A DEBIT ORDER CUSTOMER
It is agreed by all parties that the premium for the Mobile Device or Accessory is debited from your specified bank account on your specified day of debit.
GRACE PERIOD
A grace period of 15 days is allowed for the payment of the unpaid premium. If the required premium is not paid by the premium payment date, the Insurer will allow a 15 (fifteen) day grace period from the last day of the month of cover. Should your premium not be received within the grace period (two unsuccessful collection attempts) afforded, your cover will be cancelled with immediate effect, and your claim will be repudiated.
LIMITS OF INDEMNITY
Upon payment of the Premium and subject to terms, conditions, and exclusions of this Policy, (the Insurer) agrees to provide cover for your Mobile Device or Accessory for insured events that occur during the period of insurance, up to the maximum Limit of Indemnity, as indicated in the Policy Schedule.
The Insured value of the Mobile Device or Accessory is contained in your Schedule. This is the maximum value your Insurer will pay in the event of a loss, less your excess and any dual insurance, betterment, additional excesses or depreciation.
WHAT TO DO IN THE EVENT OF A CLAIM
In the event of a claim, in terms of the policy, you must do the following:
i) Report the incident to Admyntec Services (Pty) Ltd by phoning 083 123 6084 or emailing: mtninfo@admyntec.co.za as soon as reasonably possible, after the discovery of the loss or damage to your device.
ii) Within 30 (thirty) days of the loss or damage you must report and supply all relevant information and details of the claims, requested by Admyntec Services (Pty) Ltd, or your claim may be repudiated.
iii) As soon as reasonably possible following a loss by theft, or accidental loss you must report the incident to your SERVICE PROVIDER and arrange for the SIM CARD to be deactivated and your Mobile Device or Accessory must be blacklisted. Failure to do so will lead to your claim being rejected.
iv) In the event of a stolen or lost Mobile Device or Accessory you must report the occurrence to the South African Police Services, within 48 hours and to any other Police Service in any other country. Documentary evidence of a police reference number must be obtained and sent to Admyntec Services (Pty) Ltd together with the completed claims form.
SPECIFIC CONDITIONS
i) You must give all reasonable assistance in the recovery of the lost or stolen Mobile Device or Accessory and identification thereof.
ii) The Insurer may request proof of forcible entry in the event of a break-in at your home, office, storage facility, vehicle, or any other building or dwelling.
iii) The Insurer may request proof of forcible entry in the event of a locker, drawer, or locked storage compartment being broken into.
iv) Any Mobile Device or Accessory which is lost or stolen and have been replaced by your Insurer and recovered becomes the property of the Insurer.
v) In settling your claim, your Insurer can take over the handling of the claim in your name and the prosecution of any criminal action in connection with the loss or damage.
SPECIAL NOTE APPLICABLE TO ALL SECTIONS OF THE POLICY
It is important to note that the Mobile Device is only covered whilst being used with the SIM CARD encoded with the cell phone number listed on your Schedule. The policy allows for up to 2 (two) MTN numbers to be listed on the Schedule. Either one of these listed numbers must be used in the insured Mobile Device at all times.
You can change your cell phone number at any time, but the Mobile Device will only be covered if your Intermediary, Worldwide Advisory Services (Pty) Ltd and/or Santam Ltd has been notified of the change.
EXCLUSIONS APPLICABLE TO ALL SECTIONS OF THE POLICY (What you are not covered for)
i) The costs of replacing, reinstating, or making good wear and tear, gradual deterioration, scratching, or other superficial damage to outer casings, or aerials.
ii) Any loss or damage during the hire or loan of the Mobile Device or Accessory to another person.
iii) Loss of or damage to the Mobile Device or Accessory resulting from theft or threat thereat from any unattended vehicle, unless the vehicle was locked, and the Mobile Device or Accessory is concealed in the cubby hole or boot. Any such loss must involve forcible and violent entry into the vehicle.
iv) Loss or damage to the battery, other than when it is stolen or lost together with the Mobile Device.
v) Loss or damage arising from the Mobile Device or Accessory being unattended whilst being charged.
vi) Consequential loss of any kind whatsoever.
vii) Loss or damage arising from the Mobile Device or Accessory where it is left unattended in a public place, place of recreation, office, mall, or social occasion where it is vulnerable for easy removal or damage.
viii) Loss or damage arising from the Mobile Device or Accessory being left unattended when unknown persons or 3rd parties are in your home, office, or similar area.
ix) Loss or damage arising from the Mobile Device or Accessory being removed from your locked home, office, or similar area unless accompanied by forcible entry into the area.
x) Loss of your SIM CARD involving theft must involve theft of the Mobile Device or Accessory.
xi) Loss of or damage to the Mobile Device or Accessory arising from or contributed to by gross negligence or willful conduct by yourself.
xii) Loss or damage arising from a willful act carried out by any person known to you.
xiii) Loss or damage arising from a manufacturers defect.
xiv) Loss, damage, or defect that is covered under the manufacturer’s warranty.
xv) Loss or damage caused by electronically conveyed viruses.
xvi) Loss or damage arising from remote jamming devices.
xvii) Loss or damage arising from any unauthorised repairs or as a result of bad workmanship by an unauthorised repairer.
xviii) Any loss, damage or legal responsibility which is directly or indirectly caused by, contributed by, or results from or relates to, arising out of or in connection with, any of the following:
1. Riots, wars, political acts, public disorder, terrorism, or any attempted acts of this kind:
1.1 Civil commotion, labour disturbances, riot, strike, lock-out or public disorder or any act or activity which is calculated or directed to bring about any of the above.
1.2 War, invasion, act of foreign enemy, hostilities, or warlike operations (whether war be declared or not), or civil war.
1.3 Mutiny, military rising or usurped power, martial law or state of siege, or any other event or cause which determines the proclamation or maintenance of martial law or state of siege, insurrection, rebellion, or revolution.
1.4 Any act (whether on behalf of an organisation, body, person, or group of persons) calculated or directed to overthrow or influence any state or government or any provincial, local, or tribal authority with force or by means of fear, terrorism, or violence.
1.5 Any act calculated or directed to bring about loss or damage to further any political aim, objective, or cause, or to bring about any social or economic change, or in protest against any state or government, or any provincial, local, or tribal authority, or for the purpose of inspiring fear in the public, or any section thereof.
1.6 Any attempt to perform any act referred to in the General Exclusions 1.4 or 1.5 above.
1.7 The act of any lawfully established authority in controlling, preventing, suppressing or in any other way dealing with any event referred to in any other way dealing with any event referred to in any of the General Exclusions 1.1 to 1.6 above.
1.8 Any act of terrorism. An act of terrorism means the use or threat of violence for political, religious, personal, or ideological reasons. This may or may not include an act that is harmful to human life. It could be committed by any person or group of persons, acting alone, on behalf of or with any organisation or government. It includes any act committed with the intention to influence any government or inspire fear in the public.
2. Nuclear substances
Nuclear weapons material, ionising radiations or contamination by radioactivity from any nuclear fuel, or from any nuclear waste, or from the combustion of nuclear fuel, which includes any self-sustaining process of nuclear fission.
3. Nationalisation
Nationalisation, confiscation, commandeering, requisition, willful destruction, forfeiture, attachment, impounding, seizure or preservation or any similar actions or processes by any court order, customs officials, police, crime prevention units, or lawfully constituted authority or officials.
IMPORTANT CONTACT NUMBERS
083 123 6084 for any queries, amendments, or claim related matters.
Upon payment of the Premium and subject to the terms, conditions, and exclusions of this Policy, Santam Ltd (the Insurer) agrees to provide you with cover according to the insurance cover for your SIM Card, up to the maximum Limit of Indemnity, as indicated in the Policy Schedule.
DEFINITIONS
Accessories means the Network issued accessory (ear pods, wearables) which bear the Serial number as reflected on the insurance schedule.
Accidental means an incident You could not foresee, that happens unexpectedly and unintentionally at an identifiable time and place.
Cancellation means you instruct your Intermediary and/or Insurer to cancel your router insurance policy. Your router policy may be cancelled, at any time, by the Insurer by providing you with 31 (thirty-one) days’ notice.
Consequential Loss means the indirect loss that accompanies the insured loss.
Cyber means a successful external and malicious attempt to corrupt the software of the Mobile Device or Router causing damage to the software which will prevent or hamper the normal and regular usage of the Mobile Device or Router.
Cyber Loss means any act, whether intentional or unintentional, planned, authorised or unauthorised, malicious, or criminal, regardless of time and place, or the threat or hoax thereof, affecting, prohibiting access to, processing of, use of or operation of the router, modem, or dongle.
Date of Incident means the date on which the insured event occurs, which must fall within the period of insurance.
Debit Order means the agreement entered into between You and Worldwide Advisory Services (Pty) Ltd which allows the said company to debit the insurance premium from your bank account.
Dongle means a small device able to be connected to and used with a computer, especially to allow access to wireless broadband or use of protected software.
Expert means an Authorised Repair Centre for the manufacturer of the Mobile Device or Router that the Sim Card is used with, at the time of the claim.
Insured Event means an accidental, unexpected, or unforeseen event.
Insurer/the Insurer/Your Insurer means Santam Limited.
Lightning Damage means an incident where lightning is the direct cause of damage to Your insured dongle, modem, or router.
Mobile Device means the Network issued device (cellphone, laptop, tablet that can carry a SIM card) which bears the IMEI number as reflected on the insurance schedule, excluding any accessories.
Modem means a combined device for modulation and demodulation, for example, between the digital data of a computer and the analogue signal of a phone line.
Policy Schedule means the document attaching to the policy that contains information, including details of the policyholder, period of insurance, premium, details of the Device and the insured value.
Power Surge means a sudden variation of voltage magnitude or a power spike in any electrical system, causing a variance in the household supply of electricity.
Router means a piece of electronic equipment that connects computer networks to each other.
Repairable means restoring the device to the same working condition immediately before the incident took place.
SIM Card means the subscriber identity module bearing an MSISDN (Mobile Station International Subscriber Directory Number) allocated to each subscriber.
Subscriber Agreement means the agreement entered into between You and MTN, which allows Your insurance amount to be debited against.
Total Loss means loss due to theft or the device being accidentally lost, or damage to such an extent that the device cannot be repaired for further use.
Unattended means that you or a person you have authorised to look after the insured router; are not physically present at the time of the event that leads to a claim or are not close enough to the insured router to see it and are therefore unable to prevent any loss or damage.
Unattended vehicle means that you or a person you have authorised to look after the insured router; are not physically present in the vehicle at the time of the event that leads to a claim or are not close enough to the vehicle to see it and are therefore unable to prevent any loss of or damage.
You or Your means the policyholder named in the policy schedule, who is the owner of the policy.
DEFINED EVENTS
You are covered against the cost of a SIM CARD swap, charges debited (unlawful usage of airtime and/or data) to your account after loss or theft of your Device, fraudulent cloning of your SIM CARD, and the restoration of customer backed up data post a harmful cyber incident.
SIM CARD COVER
If the heading ‘CYBER SIM COVER’ is shown in the Schedule under ‘Details of the contract holder or Application type’, the cover will include the following:
i) SIM Swap;
ii) Unlawful Usage;
iii) SIM Card Cloning;
iv) Data Restoration.
SIM SWAP
The cost of an authorised replacement SIM CARD swap, up to the value of R150.00 (inclusive of VAT), will be covered upon successful confirmation of loss or theft of the SIM CARD.
UNLAWFUL USAGE
Any charges debited to Your MTN account, in the event of unlawful access or use of Your SIM CARD, after the loss or theft of Your device. We will only pay for a maximum of 24 (twenty four) hours from the time Your device is stolen, to when it is blacklisted. We will not pay more than R1 000.00 (inclusive of VAT) to your MTN Subscriber Account.
SIM CARD CLONING
The Insurer will provide a R500.00 airtime or data combination benefit, in the event of a proven and fraudulent SIM CARD cloning of your MTN Subscriber Account. The Insurer will allow a maximum of 2 (two) SIM CARD cloning claims, within a rolling 12 (twelve) month period.
DATA RESTORATION
The Insurer will cover the reasonable and necessary costs, up to a maximum of R1 000.00, for an EXPERT to attempt to restore Your Data and Software on Your Device to the closest possible condition it was in immediately prior to the harmful CYBER Incident, upon a successful claim submission.
In the event that data restoration is not possible, for any reason, despite the attempts by the Authorised Repair Centre to restore the data, neither MTN, the Insurer, or the Administrator will be liable for the loss of data.
EXCESS STRUCTURE
There is no excess payable on this Policy.
GENERAL TERMS AND CONDITIONS OF COVER
Observance of policy conditions
You will not be covered under this policy unless you fulfil all your obligations, and you pay the premium due up until the date of the event giving rise to a claim under this policy. This policy shall be voidable if there is any misrepresentation(s), misdescription, or non-disclosure of any material information relevant to this policy.
Jurisdiction
The policy shall be subject to the laws of the Republic of South Africa, whose courts shall have sole jurisdiction to the exclusion of the courts of any other country.
Cancellation of cover
i) The Insured may cancel their insurance policy at any time and with immediate effect.
ii) This policy may be cancelled, at any time, by the Insurer by providing 31 (thirty-one) days’ notice, in writing, to the Insured.
Multiple Claims
In the event that 3 or more claims are lodged against this policy, in any 12-month period, your Insurer may, at its discretion, give 31 (thirty-one) days’ notice due to adverse claims experience.
General amendments
i) This policy may be amended or endorsed by the Insurer by giving 31 (thirty-one) days’ notice, in writing, by issuing a written endorsement to the Policy and shall apply from the date, as advised in the notice, given to the Insured.
ii) The Insured may request amendments to the Policy during the period of the Policy. Any such amendments shall be evidenced by the Insurer by issuing an updated Policy Schedule to the Insured.
Cooling-off period
Please note that you are entitled to cancel your Policy, in writing, with the Intermediary, within 14 days after the date of receipt of your Policy documentation or from the reasonable determined date on which you received your Policy documentation. You may only cancel this policy within 14 days where no benefit has yet been paid, claimed, or the event insured against under the policy has not yet occurred.
All premiums that were paid up to the date that the Administrator receives your written notice of cancellation will be refunded to you. Your request for cancellation shall be with immediate effect, but by no later than 31 (thirty-one) days, after the Intermediary receives your cancellation instruction.
Fraud or any attempt thereof
If you or anyone acting on your behalf submits a fraudulent claim, forge, or falsify a document to support a claim, the Insurer will repudiate your claim and cancel your policy with immediate effect. The Insurer is entitled to recover the amount that was paid to you in respect of the claim.
Transfer
You may not transfer the benefits of this contract to anyone else.
Increase in premium
The Insurer may from time to time increase your premium on the CYBER SIM Cover. This will be done at the discretion of the Insurer and they will provide the necessary 31 (thirty-one) days’ notice, in writing, that is required.
It remains your responsibility to ensure that you have the correct policy plan and that you are adequately covered under this policy.
Time limits
a) If we reject your claim or dispute the amount of your claim, which decision was communicated to you in writing, you may within 90 days from the date of our communication make written representation to us.
b) If we still reject your claim or dispute the amount of your claim despite your written representation, you may institute legal proceedings against us within six months from the date we communicate to you the rejection of your written representation.
c) We are not liable after 12 months from the date of the event that gives rise to a claim, unless the claim is:
• the subject of pending court action or arbitration; or
• for amounts for which you may become legally liable.
INCEPTION DATE
The policy will be incepted on the date of acceptance.
PERIOD OF INSURANCE (Applicable for all sections of cover)
Cover is provided for each month for which your premium is paid to your Insurer. The premium is payable monthly in advance for the cover that follows. Premiums are calculated on an annual basis and are payable monthly. All premiums must be paid, as requested, to ensure that you have continuous and uninterrupted cover for the SIM Card. If we do not receive the requested premium that You still owe us, the outstanding premium will be collected in accordance with the allowed GRACE PERIOD.
IF YOU ARE A CONTRACT CUSTOMER
It is agreed by all parties that the premium for the SIM Card is debited to your MTN contract and payable in advance for the month of cover. It is important to note that the cover for the SIM Card is only valid while your account is up-to-date and premiums have been received for the SIM Card.
IF YOU ARE A DEBIT ORDER CUSTOMER
It is agreed by all parties that the premium for the SIM Card is debited from your specified bank account on your specified day of debit.
GRACE PERIOD
A grace period of 15 days is allowed for the payment of the unpaid premium. If the required premium is not paid by the premium payment date, the Insurer will allow a 15 (fifteen) day grace period from the last day of the month of cover. Should your premium not be received within the grace period (two unsuccessful collection attempts) afforded, your cover will be cancelled with immediate effect, and your claim will be repudiated.
LIMITS OF INDEMNITY
Upon payment of the Premium and subject to terms, conditions, and exclusions of this Policy, (the Insurer) agrees to provide CYBER SIM cover for insured events that occur during the period of insurance, up to the maximum Limit of Indemnity, as indicated in the Policy Schedule.
CLAIMS PROCESS
i) If Your SIM CARD is stolen or lost; OR
ii) If you have had unlawful usage or access of your SIM CARD, after the loss or theft of Your Device; OR
iii) If you have experienced a fraudulent SIM cloning event; OR
iv) If you have experienced a harmful Cyber Incident.
You must:
Within 30 (thirty) days of the date of loss or one of the above-mentioned incidents, complete a claim form (which is available from Admyntec Services (Pty) Ltd or on the MTN website, www.mtn.co.za) and email it to mtnclaims@admyntec.co.za or contact them telephonically on 083 123 6084. Furthermore, you will need to provide Admyntec Services (Pty) Ltd with all documentation and evidence reasonably required to process your claim.
SPECIFIC CONDITIONS OF SIM CARD COVER
i) You must be a resident in South Africa to be covered in terms of this policy;
ii) The SIM Card must belong to You or a member of Your family for whom you are responsible;
iii) The SIM CARD must be registered on the MTN network;
iv) If any amount due to MTN is outstanding, a claim will not be entertained until the amount owing has been paid in full.
SPECIFIC EXCLUSIONS
The Insurer is not liable if:
1. You fail to take care of your SIM Card.
2. You provide the Insurer with any false documentation, information or facts with respect to Your claim.
SPECIAL NOTE REGARDING DUE CARE AND PRECAUTION
At all times you must take reasonable steps to safeguard the SIM CARD from loss, damage, or theft.
SIGNING OF BLANK OR UNCOMPLETED FORMS
You may not sign any blank or partially completed forms and documents in relation to the policy. Where information is required to be completed, all forms and documents must be fully completed with the required information. Should such information be left blank or partially incomplete, the forms or documents may not be accepted.
IMPORTANT CONTACT NUMBERS
083 123 6084 for any queries, amendments, or claim related matters
DISCLOSURE REQUIREMENT IN TERMS OF SECTION 4 TO 7 OF THE GENERAL CODE OF CONDUCT OF THE FINANCIAL ADVISERS AND INTERMEDIARY SERVICES (FAIS) ACT, No 37 OF 2002
The purpose of this document is to provide you with key information that you should know before proceeding with the policy. As a policy holder you have the right to the following information: For the purpose of this document, FSP = Financial Services Provider as defined in the FAIS Act and is the insurance broker or intermediary.
Name of the Intermediary
WWAS accepts full responsibility and accountability for the Intermediary services rendered by Admyntec Services (Pty) Ltd (“ATS”). ATS is a Juristic Representative of WWAS who is authorised to render intermediary services, the specific financial products are noted in the Juristic Representative Agreement, on behalf of WWAS.
In terms of the FAIS Act we are obliged to set up a complaint’s resolutions process. We have implemented a complaints resolution process, which is available for your perusal, should you require such. Please contact our office should you wish to obtain more detailed information in this regard or refer to www.wwas.co.za.
Conflict-of-Interest Policy – should a material conflict-of-interest arise, as intended in the FSP’s conflict-of-interest policy, this will be disclosed to you at the earliest opportunity. The said policy is available upon request, or you can refer to www.wwas.co.za.
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FAIS Licence No.: |
Authorised Financial Services Provider, FSP No. 12964 |
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VAT No: |
4200209528 |
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Postal Address: |
PO Box 651250, Benmore, Sandton 2010 |
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Street Address: |
266 Bryanston Drive, Bryanston, Sandton, 2010 |
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External Compliance Officer: |
FAIS Compliance & Licensing CC |
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Practice Number: |
5878 |
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Phone Number: Remuneration due to the FSP and paid by insurer Professional Indemnity Conflict of Interest |
9% Binder Fee WWAS has professional indemnity cover Legal status and any interest in the insurer Company with no direct financial interest in the Insurer and the Intermediary receives less than 30% of its total income from the Insurer. |
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Complaint Procedure:
Claims Procedure: |
Customer satisfaction and retention of your business is important to us. We appreciate the effort you take in bringing a problem to our attention and are committed to the prompt and fair resolution of any complaints. We would appreciate it if you would refer initial problems to your client service consultant or their superior. If you do not receive a satisfactory resolution, please do not hesitate to lodge a complaint with our compliance office. Our complaints framework and conflict of interest policy can be obtained from www.wwas.co.za. The procedures for the submission of claims are detailed in the policy wording in the sections of the policy headed ‘GENERAL TERMS AND CONDITIONS’. In the event of a possible claim, you must notify the binder holder and/or the insurers as soon as possible. The contact details of the binder holder and/or your insurer are detailed below. In the event of a claim, you will be required to supply the following:
You must make no admission or statement of liability or make any offer to any third party. Claims resulting from loss, theft or malicious damage must be reported to the police. You must notify the insurer immediately, once you become aware of any impending prosecution. In the event of a claim, you may become responsible for an excess.
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Name of Insurer: |
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|
Legal Status: Registered Company: FAIS Licence No.:
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Santam Limited (“Santam”) Registration No. 1918/001680/06 FSP No. 3416 Santam is authorised to provide financial advisory and intermediary services in respect of Commercial and Personal lines short-term insurance, a licensed non-life insurer and controlling company for its group companies. |
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Physical Address: |
1 Sportica Crescent, Tyger Valley, 7530 |
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Postal Address: |
P.O Box 3881, Tyger Valley, 7536 |
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Telephone No.: Email: |
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Professional Indemnity: |
Santam has professional indemnity cover |
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Compliance Office: Compliance Office Telephone No.: Compliance Office Email: |
The Santam Compliance Department |
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Conflict of Interest: |
Santam has a conflict of interest policy |
|
Method of Premium Payment: |
Monthly Debit Order deductions via your bank account or MTN Subscriber Agreement. |
|
Consequence of non-payment:
Complaints:
|
Your premium is due in advance and if it is not received (non-payment of premiums) by the Insurer, by the due date, this insurance shall be deemed to have been cancelled at midnight on the last day of the preceding period of insurance. If you have any complaint or compliment, you can contact our Client Care office, details below: Telephone: 086 010 2725 Email: complaints@santam.co.za Internal Arbitrator The Internal Arbitrator (IA) is appointed to provide impartial adjudication of any complaints escalated to his/her office. Should any complaint regarding your premium, policy, or claim not be resolved to your satisfaction, please write to the IA: Email: internal.arbitrator@santam.co.za
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ADDITIONAL DISCLOSURES
The following details reflect the contractual relationship between the Parties:
1. The Intermediary is an FSP, authorised by the Insurer to render financial services in respect of Santam Ltd Personal and Commercial Lines policies within the ambit of the Intermediary Services Agreement.
2. The Binder Holder is mandated to provide binder functions on behalf of the Insurer.
3. The Intermediary and the Insurer do not have any common shareholding.
4. Admyntec Services (Pty) is a Juristic Representative of the Intermediary, the Intermediary holds a 33% shareholding in the said company.
5. The Intermediary holds Professional Indemnity Insurance.
6. Legal status and interest in the Insurer, company with no direct financial interest in Insurer and the Intermediary receives less than 30% of its total income from the Insurer.
7. As an authorised FSP the Intermediary may not request or induce, in any manner, a client to waive any right or benefit conferred on the client by or in terms of any provision of the General Code of Conduct, or recognise, accept, or act on any such waiver by the client.
8. You must be aware of the possible consequences of the misrepresentation or non-disclosure of a material fact or the inclusion of incorrect information.
9. Upon request you will be supplied with a hard copy, written, or printed record of any transaction requirement, within a reasonable period time.
IMPORTANT - PLEASE READ
The benefits of the product offered are detailed in the policy schedule and the premium for the product is as stated in the said document. Binder agreement fees and commission earned are stated above. You are entitled to cancel this contract within a period of 14 days, after inception, should you decide that the product does not meet your requirements.
Complaints procedure
The Intermediary is committed to the prompt and fair resolution of any complaint lodged in respect of our rendering of a financial service. Should you wish to obtain a copy of our Complaints Management Framework, kindly contact our Compliance Officer at the particulars provided in this notice. Should you be dissatisfied with any aspect of your insurance contract you may state your case to the complaints department of the FSP or the client care department of the Insurer.
Should a complaint which pertains to advice or intermediary services provided after the 1st of October 2004, not be resolved within 6 weeks, or you are not satisfied with the resolution decision, you have the right to refer the matter to the Ombud for Financial Services Providers – you have 6 months in which to do this.
If you require advice on complaints in respect of claims or other matters which have not been satisfactorily resolved, you may contact the Short-term Insurance Ombudsman.
|
Ombudsman for Short Term Insurance |
Ombud for Financial Services Providers |
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Fax: 012 348 3447/ 012 470 9097/086 764 1422 |
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The Ombudsman is available to advise you in the event of claims which are not resolved satisfactorily by the Intermediary and/or Insurer. |
If any complaint pertains to advice given and/or intermediary services rendered to you and was not resolved to your satisfaction, you can contact the above Ombudsman. |
Particulars of the Registrar of non-life insurance (Financial Sector Conduct Authority)
Name: Financial Sector Conduct Authority (FSCA)
Postal address: P.O Box 35655, Menlo Park, 0102
Contact details: 012 428 8000
Fax: 012 346 6941
Contact centre: 080 020 3722
Email: info@fsca.co.za
Website: www.fsca.co.za
Treating Customers Fairly
This product has been created to meet the needs of our clients. The Treating Customers Fairly (TCF) framework principles are viewed seriously by the Insurer and all 6 (six) outcomes, as stated below, are practiced at all times. We will, with all our interactions with any customer, endeavour to deliver excellent customer experiences which we will achieve through the ongoing review of all our business practices and analysis of complaints. It is our objective to be fair in our treatment of all consumers and partners and being compliant, in all aspects, of the 6 (six) outcomes of the TCF framework. These outcomes are:
• You are confident that your fair treatment is key to our culture;
• Products and services are designed to meet your needs;
• We will communicate clearly, appropriately and on time;
• We provide advice which is suitable to your needs and circumstances;
• Our products and services meet your standards and are of an acceptable level; and
• There are no barriers to access our service or to lodge any complaints.
Section 21 of the General Code of Conduct
The Code of Conduct provides that no provider may request or induce, in any manner, a client to waive any right or benefit conferred on the client, by or in terms of, any provisions of this code, or recognise, accept or act on any such waiver by the client, and any such waiver is null and void.
Conflict of Interest
We have considered the conflict of interest provisions in terms of the FAIS Act 37 2002 and have not identified any actual or potential conflicts of interest, either ownership interest, financial interest, third party relationships, associates or distribution channels as defined. We adopt a Values-based approach where the spirit of the legislation is embraced. This is reviewed at least once a year in consultation with an external independent compliance practitioner. A conflict of interest management policy is available to clients on our website or upon request.
Processing of Personal Information in terms of The Protection of Personal Information Act 4 of 2013
Your privacy is of utmost importance to the Administrator/Insurer. We will take the necessary measures to ensure that any and all information, including Personal Information (as defined in the Protection of Personal Information Act 4 of 2013) provided by you or which is collected from you is processed in accordance with the provisions of the Protection of Personal Information Act 4 of 2013 and further, is stored in a safe and secure manner.
You hereby agree to give honest, accurate and up-to-date Personal Information and to maintain and update such information when necessary.
You accept that your Personal Information collected by the Administrator/Insurer may be used for the following reasons:
1. to establish and verify your identity in terms of the Applicable Laws;
2. to enable the Administrator/Insurer to fulfil its obligations in terms of this Policy;
3. to enable the Administrator/Insurer to take the necessary measures to prevent any suspicious or fraudulent activity in terms of the Applicable Laws; and
4. reporting to the relevant Regulatory Authority/Body, in terms of the Applicable Laws.
You acknowledge that any Personal Information supplied to the Administrator/Insurer in terms of this Policy is provided according to the Applicable Laws.
Unless consented to by yourself, the Administrator/Insurer will not sell, exchange, transfer, rent or otherwise make available your Personal Information (such as your name, address, email address, telephone or fax number) to any other parties and you indemnify the Administrator/Insurer from any claims resulting from disclosures made with your consent.
You understand that if the Intermediary, Binder Holder or Insurer has utilised your Personal Information contrary to the Applicable Laws, you have the right to lodge a complaint with the Insurer within 10 (ten) days. Should the complaint not be resolved to your satisfaction, you have the right to escalate the complaint to the Information Regulator:
Physical address: 33 Hoofd Street, Forum III, 3rd Floor Braampark, 2017
Postal address: P.O Box 31533, Braamfontein, Johannesburg, 2017
Telephone number: 010 023 5200
Email address: complaints.ir@justice.gov.za
Website: www.justice.gov.za
Disclosure and processing of Personal Information
“Personal information” — means information relating to you, such as, gender, date of birth, identity number, entity details, online identifier, social media profile, biometric information (such as signature, fingerprint or voice) e-mail and physical addresses, location information, medical and health information, occupation, employment information, financial information, credit risk, tax and VAT information, claims and insurance history, criminal history, assets and liabilities.
In terms of the Protection of Personal Information Act, 4 of 2013, Personal Information provided and obtained is mandatory in order to issue this policy and is collected, held and processed to improve the service provided to you and to provide you with access to our services and products.
Santam, our authorised agents, advisors, business partners and service providers/contractors may collect Personal Information from you directly, from your usage of our products and services, from your engagements and interactions with us or from public sources, shared databases and third parties. Personal Information will not be shared with service providers that may be abroad unless where necessary or where required under certain conditions and where security measures are in place to protect the Personal Information.
Santam may use your information or obtain information about you for the following purposes:
- Underwriting, assessing the risk, determining the premium and the policy terms
- Assessment, investigation and processing of claims
- Credit searches and/or verification of Personal Information
- Claims checks
- Fraud prevention and detection
- Market research, statistical analysis and surveys
- Audit & record keeping purposes
- Verification of your identity
- To comply with an obligation imposed by any law on us.
The Personal Information may also be shared with service providers engaged to process such information on our behalf or render services to us. Santam may collect, retain, process and verify your Personal Information, insurance and/or claim information.
You acknowledge that any Personal Information collected may be stored in a shared database and used for any decision pertaining to the continuance of this policy or any claim submitted. You acknowledge and understand that any Personal Information may be given to any insurer or its agent and our authorised agents, advisors, business partners and service providers or contractors.
You acknowledge that the information may be verified against legally recognised sources or databases.
Santam will retain the Personal Information for so long as required or entitled by law, after the termination of this policy and as such, this consent clause will remain in force even after this policy has been terminated. You may request details of your Personal Information that is held by Santam and you may also request that any errors be corrected.
To view Santam’s full privacy statement, please visit their website on www.santam.co.za
Fraud
Fraud: If you become aware of any irregularity on any policy (whoever the Insurer) you can contact Santam’s Fraudline on 0860 600 767, where your call will be received in confidence.
CONFLICT OF INTEREST DISCLOSURE
Santam have considered the conflict-of-interest provisions in terms of the FAIS Act 37 2002 and have not identified any actual or potential conflicts of interest, either ownership interest, financial interest, third party relationships, associates or distribution channels as defined. Santam adopt a Values-based approach where the spirit of the legislation is embraced. This is reviewed at least once a year in consultation with an external independent compliance practitioner and reported to the FSCA. A conflict-of-interest management policy is available to clients on our website or upon request.
WRITTEN MANDATE TO ACT ON BEHALF OF INSURER
This certifies that the insurer has granted a mandate to the intermediary to represent the insurer and to accept business on their behalf
and will receive a binder fee.
DISCLOSURE REQUIREMENT IN TERMS OF SECTION 4 TO 7 OF THE GENERAL CODE OF CONDUCT OF THE FINANCIAL ADVISERS AND INTERMEDIARY SERVICES (FAIS) ACT, No 37 OF 2002
The purpose of this document is to provide you with key information that you should know before proceeding with the policy. As a policy holder you have the right to the following information: For the purpose of this document, FSP = Financial Services Provider as defined in the FAIS Act and is the insurance broker or intermediary.
Name of the Intermediary
WWAS accepts full responsibility and accountability for the Intermediary services rendered by Admyntec Services (Pty) Ltd (“ATS”). ATS is a Juristic Representative of WWAS who is authorised to render intermediary services, the specific financial products are noted in the Juristic Representative Agreement, on behalf of WWAS.
In terms of the FAIS Act we are obliged to set up a complaint’s resolutions process. We have implemented a complaints resolution process, which is available for your perusal, should you require such. Please contact our office should you wish to obtain more detailed information in this regard or refer to www.wwas.co.za.
Conflict-of-Interest Policy – should a material conflict-of-interest arise, as intended in the FSP’s conflict-of-interest policy, this will be disclosed to you at the earliest opportunity. The said policy is available upon request, or you can refer to www.wwas.co.za.
|
|
|
|
FAIS Licence No.: |
Authorised Financial Services Provider, FSP No. 12964 |
|
VAT No: |
4200209528 |
|
Postal Address: |
PO Box 651250, Benmore, Sandton 2010 |
|
Street Address: |
266 Bryanston Drive, Bryanston, Sandton, 2010 |
|
External Compliance Officer: |
FAIS Compliance & Licensing CC |
|
Practice Number: |
5878 |
|
Phone Number: Remuneration due to the FSP and paid by insurer Professional Indemnity Conflict of Interest |
9% Binder Fee WWAS has professional indemnity cover Legal status and any interest in the insurer Company with no direct financial interest in the Insurer and the Intermediary receives less than 30% of its total income from the Insurer. |
|
Complaint Procedure:
Claims Procedure: |
Customer satisfaction and retention of your business is important to us. We appreciate the effort you take in bringing a problem to our attention and are committed to the prompt and fair resolution of any complaints. We would appreciate it if you would refer initial problems to your client service consultant or their superior. If you do not receive a satisfactory resolution, please do not hesitate to lodge a complaint with our compliance office. Our complaints framework and conflict of interest policy can be obtained from www.wwas.co.za. The procedures for the submission of claims are detailed in the policy wording in the sections of the policy headed ‘GENERAL TERMS AND CONDITIONS’. In the event of a possible claim, you must notify the binder holder and/or the insurers as soon as possible. The contact details of the binder holder and/or your insurer are detailed below. In the event of a claim, you will be required to supply the following:
You must make no admission or statement of liability or make any offer to any third party. Claims resulting from loss, theft or malicious damage must be reported to the police. You must notify the insurer immediately, once you become aware of any impending prosecution. In the event of a claim, you may become responsible for an excess.
|
|
Name of Insurer: |
|
|
Legal Status: Registered Company: FAIS Licence No.:
|
Santam Limited (“Santam”) Registration No. 1918/001680/06 FSP No. 3416 Santam is authorised to provide financial advisory and intermediary services in respect of Commercial and Personal lines short-term insurance, a licensed non-life insurer and controlling company for its group companies. |
|
Physical Address: |
1 Sportica Crescent, Tyger Valley, 7530 |
|
Postal Address: |
P.O Box 3881, Tyger Valley, 7536 |
|
Telephone No.: Email: |
|
|
Professional Indemnity: |
Santam has professional indemnity cover |
|
Compliance Office: Compliance Office Telephone No.: Compliance Office Email: |
The Santam Compliance Department |
|
Conflict of Interest: |
Santam has a conflict of interest policy |
|
Method of Premium Payment: |
Monthly Debit Order deductions via your bank account or MTN Subscriber Agreement. |
|
Consequence of non-payment:
Complaints:
|
Your premium is due in advance and if it is not received (non-payment of premiums) by the Insurer, by the due date, this insurance shall be deemed to have been cancelled at midnight on the last day of the preceding period of insurance. If you have any complaint or compliment, you can contact our Client Care office, details below: Telephone: 086 010 2725 Email: complaints@santam.co.za Internal Arbitrator The Internal Arbitrator (IA) is appointed to provide impartial adjudication of any complaints escalated to his/her office. Should any complaint regarding your premium, policy, or claim not be resolved to your satisfaction, please write to the IA: Email: internal.arbitrator@santam.co.za
|
ADDITIONAL DISCLOSURES
The following details reflect the contractual relationship between the Parties:
1. The Intermediary is an FSP, authorised by the Insurer to render financial services in respect of Santam Ltd Personal and Commercial Lines policies within the ambit of the Intermediary Services Agreement.
2. The Binder Holder is mandated to provide binder functions on behalf of the Insurer.
3. The Intermediary and the Insurer do not have any common shareholding.
4. Admyntec Services (Pty) is a Juristic Representative of the Intermediary, the Intermediary holds a 33% shareholding in the said company.
5. The Intermediary holds Professional Indemnity Insurance.
6. Legal status and interest in the Insurer, company with no direct financial interest in Insurer and the Intermediary receives less than 30% of its total income from the Insurer.
7. As an authorised FSP the Intermediary may not request or induce, in any manner, a client to waive any right or benefit conferred on the client by or in terms of any provision of the General Code of Conduct, or recognise, accept, or act on any such waiver by the client.
8. You must be aware of the possible consequences of the misrepresentation or non-disclosure of a material fact or the inclusion of incorrect information.
9. Upon request you will be supplied with a hard copy, written, or printed record of any transaction requirement, within a reasonable period time.
IMPORTANT - PLEASE READ
The benefits of the product offered are detailed in the policy schedule and the premium for the product is as stated in the said document. Binder agreement fees and commission earned are stated above. You are entitled to cancel this contract within a period of 14 days, after inception, should you decide that the product does not meet your requirements.
Complaints procedure
The Intermediary is committed to the prompt and fair resolution of any complaint lodged in respect of our rendering of a financial service. Should you wish to obtain a copy of our Complaints Management Framework, kindly contact our Compliance Officer at the particulars provided in this notice. Should you be dissatisfied with any aspect of your insurance contract you may state your case to the complaints department of the FSP or the client care department of the Insurer.
Should a complaint which pertains to advice or intermediary services provided after the 1st of October 2004, not be resolved within 6 weeks, or you are not satisfied with the resolution decision, you have the right to refer the matter to the Ombud for Financial Services Providers – you have 6 months in which to do this.
If you require advice on complaints in respect of claims or other matters which have not been satisfactorily resolved, you may contact the Short-term Insurance Ombudsman.
|
Ombudsman for Short Term Insurance |
Ombud for Financial Services Providers |
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Fax: 012 348 3447/ 012 470 9097/086 764 1422 |
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The Ombudsman is available to advise you in the event of claims which are not resolved satisfactorily by the Intermediary and/or Insurer. |
If any complaint pertains to advice given and/or intermediary services rendered to you and was not resolved to your satisfaction, you can contact the above Ombudsman. |
Particulars of the Registrar of non-life insurance (Financial Sector Conduct Authority)
Name: Financial Sector Conduct Authority (FSCA)
Postal address: P.O Box 35655, Menlo Park, 0102
Contact details: 012 428 8000
Fax: 012 346 6941
Contact centre: 080 020 3722
Email: info@fsca.co.za
Website: www.fsca.co.za
Treating Customers Fairly
This product has been created to meet the needs of our clients. The Treating Customers Fairly (TCF) framework principles are viewed seriously by the Insurer and all 6 (six) outcomes, as stated below, are practiced at all times. We will, with all our interactions with any customer, endeavour to deliver excellent customer experiences which we will achieve through the ongoing review of all our business practices and analysis of complaints. It is our objective to be fair in our treatment of all consumers and partners and being compliant, in all aspects, of the 6 (six) outcomes of the TCF framework. These outcomes are:
• You are confident that your fair treatment is key to our culture;
• Products and services are designed to meet your needs;
• We will communicate clearly, appropriately and on time;
• We provide advice which is suitable to your needs and circumstances;
• Our products and services meet your standards and are of an acceptable level; and
• There are no barriers to access our service or to lodge any complaints.
Section 21 of the General Code of Conduct
The Code of Conduct provides that no provider may request or induce, in any manner, a client to waive any right or benefit conferred on the client, by or in terms of, any provisions of this code, or recognise, accept or act on any such waiver by the client, and any such waiver is null and void.
Conflict of Interest
We have considered the conflict of interest provisions in terms of the FAIS Act 37 2002 and have not identified any actual or potential conflicts of interest, either ownership interest, financial interest, third party relationships, associates or distribution channels as defined. We adopt a Values-based approach where the spirit of the legislation is embraced. This is reviewed at least once a year in consultation with an external independent compliance practitioner. A conflict of interest management policy is available to clients on our website or upon request.
Processing of Personal Information in terms of The Protection of Personal Information Act 4 of 2013
Your privacy is of utmost importance to the Administrator/Insurer. We will take the necessary measures to ensure that any and all information, including Personal Information (as defined in the Protection of Personal Information Act 4 of 2013) provided by you or which is collected from you is processed in accordance with the provisions of the Protection of Personal Information Act 4 of 2013 and further, is stored in a safe and secure manner.
You hereby agree to give honest, accurate and up-to-date Personal Information and to maintain and update such information when necessary.
You accept that your Personal Information collected by the Administrator/Insurer may be used for the following reasons:
1. to establish and verify your identity in terms of the Applicable Laws;
2. to enable the Administrator/Insurer to fulfil its obligations in terms of this Policy;
3. to enable the Administrator/Insurer to take the necessary measures to prevent any suspicious or fraudulent activity in terms of the Applicable Laws; and
4. reporting to the relevant Regulatory Authority/Body, in terms of the Applicable Laws.
You acknowledge that any Personal Information supplied to the Administrator/Insurer in terms of this Policy is provided according to the Applicable Laws.
Unless consented to by yourself, the Administrator/Insurer will not sell, exchange, transfer, rent or otherwise make available your Personal Information (such as your name, address, email address, telephone or fax number) to any other parties and you indemnify the Administrator/Insurer from any claims resulting from disclosures made with your consent.
You understand that if the Intermediary, Binder Holder or Insurer has utilised your Personal Information contrary to the Applicable Laws, you have the right to lodge a complaint with the Insurer within 10 (ten) days. Should the complaint not be resolved to your satisfaction, you have the right to escalate the complaint to the Information Regulator:
Physical address: 33 Hoofd Street, Forum III, 3rd Floor Braampark, 2017
Postal address: P.O Box 31533, Braamfontein, Johannesburg, 2017
Telephone number: 010 023 5200
Email address: complaints.ir@justice.gov.za
Website: www.justice.gov.za
Disclosure and processing of Personal Information
“Personal information” — means information relating to you, such as, gender, date of birth, identity number, entity details, online identifier, social media profile, biometric information (such as signature, fingerprint or voice) e-mail and physical addresses, location information, medical and health information, occupation, employment information, financial information, credit risk, tax and VAT information, claims and insurance history, criminal history, assets and liabilities.
In terms of the Protection of Personal Information Act, 4 of 2013, Personal Information provided and obtained is mandatory in order to issue this policy and is collected, held and processed to improve the service provided to you and to provide you with access to our services and products.
Santam, our authorised agents, advisors, business partners and service providers/contractors may collect Personal Information from you directly, from your usage of our products and services, from your engagements and interactions with us or from public sources, shared databases and third parties. Personal Information will not be shared with service providers that may be abroad unless where necessary or where required under certain conditions and where security measures are in place to protect the Personal Information.
Santam may use your information or obtain information about you for the following purposes:
- Underwriting, assessing the risk, determining the premium and the policy terms
- Assessment, investigation and processing of claims
- Credit searches and/or verification of Personal Information
- Claims checks
- Fraud prevention and detection
- Market research, statistical analysis and surveys
- Audit & record keeping purposes
- Verification of your identity
- To comply with an obligation imposed by any law on us.
The Personal Information may also be shared with service providers engaged to process such information on our behalf or render services to us. Santam may collect, retain, process and verify your Personal Information, insurance and/or claim information.
You acknowledge that any Personal Information collected may be stored in a shared database and used for any decision pertaining to the continuance of this policy or any claim submitted. You acknowledge and understand that any Personal Information may be given to any insurer or its agent and our authorised agents, advisors, business partners and service providers or contractors.
You acknowledge that the information may be verified against legally recognised sources or databases.
Santam will retain the Personal Information for so long as required or entitled by law, after the termination of this policy and as such, this consent clause will remain in force even after this policy has been terminated. You may request details of your Personal Information that is held by Santam and you may also request that any errors be corrected.
To view Santam’s full privacy statement, please visit their website on www.santam.co.za
Fraud
Fraud: If you become aware of any irregularity on any policy (whoever the Insurer) you can contact Santam’s Fraudline on 0860 600 767, where your call will be received in confidence.
CONFLICT OF INTEREST DISCLOSURE
Santam have considered the conflict-of-interest provisions in terms of the FAIS Act 37 2002 and have not identified any actual or potential conflicts of interest, either ownership interest, financial interest, third party relationships, associates or distribution channels as defined. Santam adopt a Values-based approach where the spirit of the legislation is embraced. This is reviewed at least once a year in consultation with an external independent compliance practitioner and reported to the FSCA. A conflict-of-interest management policy is available to clients on our website or upon request.
WRITTEN MANDATE TO ACT ON BEHALF OF INSURER
This certifies that the insurer has granted a mandate to the intermediary to represent the insurer and to accept business on their behalf
and will receive a binder fee.