FAQ

You need:

• Your beneficiary’s valid South African ID number
• Your beneficiary’s full name and surname (as they appear on their SA ID document)
• Your beneficiary’s cell phone number

Yes you can cancel this plan by dialling *130*700# from your cell phone and selecting item 8 (More Options) on the main menu and the item 2 (Cancel Policy) on the next menu. From there, follow the prompts on the menu. Once your cancellation has been confirmed, you will no longer be billed for the service.

REMEMBER: When you cancel your policy, you will no longer be covered for R 10 000 upon your accidental death. Please think carefully before you cancel your policy.

If you lose your cell phone or it gets stolen, there are 2 options:

• If you are going to get your sim card replaced (or do a sim swap) and KEEP your old cell phone number (the one which you used to start the policy on), then you do not need to do anything.
• If you are not keeping your old cell phone number and you are going to get a new cell phone number, on your new phone with your new cell number and sim card (YOU MUST DO THIS ON THE NEW NUMBER THAT YOU WANT TO BE BILLED), dial *130*700# and select option 6 (Change CellNr) from the main menu. Follow the prompts from there, and the billing will change to the number you are using (your new number) at that point.

No, if you only miss 1 payment your policy will fall into the PAYMENT OVERDUE status.  Please refer to the PAYMENT OVERDUE status question above.  If you miss payments for one full month your policy will LAPSE and you are no longer covered by SIA on your accidental death. To re-activate your policy, make sure you have airtime on your cell phone before the billing run on the next Friday or on the 1st of the following month (whichever comes first) and the policy will be reactivated.

PLEASE remember, if your policy has lapsed and it is re-activated, you will go through the 15 day waiting period again, before your benefit will be payable by SIA for your accidental death.

The Exclusions on the Accidental Death Product are as follows:

No claim will be admitted in terms of this Policy for:

• Incomplete or absent beneficiary information on the cellular application
• Any documents required to settle the claim are incorrect or incomplete

No claim will be admitted in terms of this Policy if the event giving rise to the claim is caused directly or indirectly by or is in any way attributable to any of the following:

• If the cause of death was suicide.
• The Insured committing any act or deed in violation of criminal law.
• Active participation in any riot, insurrection, civil commotion, war (declared or not), terrorism, hostility, civil war, rebellion, revolution, usurpation of power, martial law, kidnapping, hijacking or military action.
• Atomic energy, nuclear fission or reaction, or the release of chemical weapons.
• Intentional self-inflicted injury.
• Participation in speed tests or races, hand-gliding, bungee-jumping, parachute jumping, mountaineering (without ropes), or any other activity Guardrisk Life regards as an excessive exposure to risk.
• Participation or attempted participation in aviation in any capacity other than as a passenger in a passenger aircraft. This aircraft must have a valid certificate of airworthiness and must be piloted by a duly licensed pilot (and navigator where required by law).
• At the time of death, the Principal Insured being outside of South Africa, after being out of the country for a consecutive period longer than 3 months.
• Any beneficiary causing the death of the life insured.
• As a result of the influence of alcohol, and alcohol abuse, drugs or narcotics, unless prescribed by and taken in accordance with the directions of a member of the medical profession.
• Events which caused the death of the Principal Insured occurred before the first premium had been paid on the policy.

You have the right to write to the insurer’s COMPLIANCE OFFICER should you encounter any problem with regards to the policy issued.

COMPLIANCE OFFICER DETAILS:

• Name: National Compliance Company (Pty) Ltd
• Practice Number 1307
• Address: 3 Brabham House, Garlicke Crescent Crowthorne Corner, Ballito
• Tel: 032 946 2921 / 2949 Fax: 032 946 2225

Should a complaint not be resolved to your satisfaction, you may forward such complaint to the Office of the Ombud for Financial Service Providers:

• Name: FAIS Ombud (www.faisombud.co.za)
• Postal Address: P.O.Box 74571, Lynnwood Ridge, 0040
• E-mail Address: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
• Fax +27 12 348 3447 Toll free: 0860 324 766

Please note that if you wish to lodge a complaint with the FAIS Ombud against SIA or our representative, you will need to show that you have already attempted to resolve the matter directly with SIA.