T&C’s:

1. There is an overall limit of three incidents or R2,000 (incl. VAT) per member per annum.
2. Please note that the call out fee and first hour of labour will be covered under your Home Assistance, however the cost of parts and additional labour will for your account.
3. Where the incident is not considered an emergency that requires immediate attention, we will provide a referral for any specific Service Provider and all costs will be for your account.
4. The benefit period is one calendar year and the benefit does not accumulate, but is a maximum amount per annum.
5. A repair incident is considered per service category, e.g. if an electrician is called out to repair a distribution board as well as an electrical connection, this is treated as one call out.
6. Please note: the benefit excludes maintenance of any kind.

The following things are not part of the benefit service we render:

1. Replacing light bulbs;
2. Adjustment of thermostats;
3. Any remote controls or access controls;
4. Normal wear and tear; or
5. Safes.

PLUMBERS

Assistance shall be provided to customers in circumstances where they have requested access to the service where the emergency is any of the following:

1. Visible burst water connections and pipes; and
2. Blocked drains, toilets, baths and sinks, causing further damage to the home.
3. Emergency geyser overflow, valves (Latco and pressure release) causing loss of hot water and pressure-release problems.

Exclusions:

1. Jacuzzis, swimming pools, boreholes and borehole pumps;
2. Leak detection inspections, repairs not complying with regulated specifications such as SABS and others, leaking taps, replacement of a burst geyser, septic tanks and water supply interruptions to permanent residence.

GLAZIERS

Glazier assistance is a 24-hour helpline, offering assistance where a service provider is dispatched to ensure that damaged windscreens, side glass or building glass can be professionally replaced;

1. Broken or badly cracked window panes, which could result in access to the residence.
2. No materials are covered as this is for the client’s account (the actual glass etc. is for the client).

ELECTRICIANS

Assistance shall be provided to customers in circumstances where they have requested access to the service where the emergency is any of the following:

1. Distribution boards, circuits, main cables causing power failure;
2. Earth-leakage relays causing power failure;
3. Geyser connections, and elements, causing 100% power failure;
4. Plug points causing 100% power failure;
5. Light fittings or switches causing 100% power failure;
6. Lightning strikes on wiring;
7. Multiple burnt connections on wiring or plug points causing 100% power failure; and
8. Connections to all electrical motors (e.g. electric gate motor) causing 100% power failure.

Exclusions:

1. Electric gates and doors; jacuzzis, swimming pools and borehole pumps; air conditioners and commercial refrigeration;
2. Repairs not complying with regulated specifications such as SABS and others; all electrical motors (e.g. electric gate motor); main electrical supply interruptions to permanent residence.

LOCKSMITHS

1. If keys are broken off or lost for a main entrance or exit of the house (This includes outbuildings).
2. If a person is locked inside the house or any room within the house.

Exclusions:

1. Burglary incidents (the member will be assisted, but is liable for the cost);
2. Garages;
3. Padlocks;
4. Replacing of damaged locks (the member will be assisted at his/her own expense);
5. Business premises (Business premises – Only applicable for Office Assistance)

Additional benefits also included:

1. Tree fellers, beekeepers and pest controllers – are covered up to per incident limits and are only available within daylight hours.
2. Should a break-in occur, security assistance and guarding services will be provided at the member’s request and for their account.

Estimated Service Times:

1. Urban Areas = average response time is 35 to 80 minutes (from time of dispatch – 40km to 100km) with the potential of extended response time on weekends only; and
2. Rural Areas = average response time is 80 – 240 minutes (from time of dispatch – in excess of 100km).