MyCover Funeral

Terms and conditions

1. Definitions

Certain words referred to in your policy have specific meanings, and the singular includes the plural.

Section 1: General terms and conditions

You, the insured persons and anyone acting on your or their behalf, must comply with all the terms and conditions of your policy. If you (or they) don't, we may not pay out your claims.

The agreement between you and us includes the following:

• Your application
• Any statement (written or spoken) that you make or that is made on your behalf.
• Your policy and policy schedule.
• Our correspondence to you.

Why you have this policy

When you or any of the insured persons die, we will pay out a once-off amount (lump sum) to help with the funeral and related costs within 24 hours after we have received the claim documents that we need.

You and the insured persons

You must be 18 years old (but not older than 75 years) to take out this policy.

You and all the insured persons must:

• be South African citizens or permanent South African residents, having lived in South Africa for at least nine months in a row; and
• have a valid ID (eg book or card) except for minor children. Minor children must have valid birth certificates.

If you or any of the insured persons plan to travel or live outside of South Africa for 3 months or longer, you must let us know. In this case, we may cancel the cover for you or the insured persons.

Start date 

Your policy will start on the date on which we receive your first premium payment. 

Free cover

When you accept the terms and conditions of your policy, you will have free cover for accidental death or the death of insured persons due to unnatural causes. The period of free cover may be limited to a couple of days, up to 2 months.

Your policy schedule

Your policy schedule is a summary of the following information: 

• The insured persons who are covered under your policy.
• The amounts for which they are covered.
• Cover increases.
• Optional benefits. 
• Waiting periods. 
• Special conditions that may apply to insured persons.
• Your premium amount and how often and how you pay your premium.
• Your cashback value.

How to communicate with us

Our contact information is on the last page of this document. If you have any questions about your policy or if you want to change it, please contact us. 

Cooling-off period

If your policy has started and you decide to cancel it, please let us know. If you cancel it within the first 31 days of your policy and we have not paid out any claims, we will refund the premiums that you have already paid. 

Your information

When you take out this policy, make any changes to it or claim, you must give us correct, up-to-date and complete information.

If the information you give us is incorrect, we may cancel your policy and not pay a claim. Also, you:

• may lose all the premiums that you have already paid;
• must pay an administration fee; and 
• may have to pay back any claim amount that we have paid out. 

If we cancel your policy, we will SMS or email you, depending on what you prefer.

Changes to your policy

You may change your policy. For example, you can add or remove insured persons to your policy or change the cover amounts. If you make changes to your policy, your premium may also change, and new waiting periods may apply. 

We may change your policy by giving you written notice of 31 days at your last known address as shown on the policy schedule.

Premiums and cover increases 

Your total monthly premium includes the minimum premium and a risk premium. The minimum premium covers the administration cost of your policy, and the risk premium covers the benefits of all the insured persons.

How you pay your premium

You can pay your premiums in the following ways: 

• Debit order.
• MobiMoney wallet.
• Cash payments via -
  • electronic fund transfers;
  • debit or credit card payments; or
  • cash deposits at a Nedbank branch or at participating Pay@ retailers (Boxer and Pick n Pay stores).

You can also pay your premium using a combination of these payment options. If you make a cash payment, remember to use your policy or identity number (policyholder's identity number) as the reference.

Cover increases

You can increase your cover by 5% or 10% every year. If you want to increase your cover, you must let us know in writing 30 days before the anniversary date of your policy. We will then increase your cover amounts on your policy anniversary date. 

No new waiting periods will apply, but your premium may also increase. If you do not increase your cover amounts for 2 years in a row, the option to increase it will fall away, and your cover amounts will stay the same.

We will let you know when we receive your payment 

We will confirm via SMS that we have received your premium payments, regardless of how you choose to pay. If you pay your premiums at participating retailers, it can take up to 2 days to confirm your payment, but you will have proof that you have paid it on your till slip. If you miss a premium, we will SMS you a reminder.

If you pay less than the full monthly premium

If you pay less than the full monthly premium amount, your cover amount will also be less, and it may affect your premium bonuses too.

We will SMS you the cover amount you qualify for at the beginning of each month. We will calculate this amount based on the premium amount you have paid the previous month. If you do not receive this SMS, you can call us to find out how much cover you have.

How we calculate your cover amount if you have a valid claim

The cover amount that we will pay depends on the premiums that you have paid for the previous 6 months. If we did not receive the full premium amounts, we will divide the premium amount that we received over the past 6 months by the premium amount that was actually due and multiply it with the cover amount to calculate the cover amount.

Example

Cover amount: R10,000

Monthly premium: R100 (R600 for six months)

The premium amount that you paid over six months: R500

Calculation: (R500/R600) x R10,000 = R8,333.33

This means you will be covered for R8,333.33 only and not for R10,000.

Future Cover Wallet

If you pay more than the full monthly premium, we will keep the extra money you pay in a Future Cover Wallet, but you will not earn interest. You can use the money in your Future Cover Wallet to pay future premiums or to claim an instant payment.

Claiming for an instant payment:

• You can claim an instant payment only if there is money in your Future Cover Wallet. 
• To claim an instant payment, you must give us written notice. To give notice, you can:
  • email us;
  • visit your nearest branch; or
  • call our contact centre for more information. 

• We will pay the money into a valid account only, and the payment may take up to 8 working hours. If the account is not a Nedbank account, the payment may take up to 2 days to show in the account.

Premium bonus

If you pay your full premiums for 11 months in a row, you do not have to pay your premium for the 12th month.

Extra premium bonus

If you pay your full premiums for 10 months in advance in one payment, you will receive an extra premium bonus. In other words, you do not have to pay premiums for the 11th and 12th months.

Review of premiums or terms and conditions

We cannot guarantee your premium amounts and, we reserve the right to review your premiums and change the terms and conditions of your policy at any time if needed. Examples of circumstances that can lead to changing the terms and conditions of your policy include the following: 

• Changes in tax or other legislation
• Market claims or our expense experience

Your premiums will be adjusted only if it is no longer feasible for us to provide the policy benefits at the current premium rates. We will give you notice of 31 days of any changes to your policy (written or via SMS) and send you an updated policy.

Grace month

A grace month is a month in which you do not have to pay your premium. Your policy has 3 grace months, but you can use only 1 grace month in 1 policy year. You can use a grace month during a waiting period. We will let you know via SMS when a grace month is being used.

Grace period (31 days)

If you have used all 3 grace months, cannot pay the minimum amount of your monthly premium, and have no money in your Future Cover Wallet or a premium bonus (including an extra premium bonus) and miss a premium payment, you will have 31 days to pay it.

The money you pay will then be allocated first to the premium you have missed. If there is money left, it will be allocated to the premium of the current month.

If you have a valid claim within a grace period and you haven’t paid your premium yet, the allocated premium for the previous month will be R0. If the allocated premium is R0 for 2 months in a row and neither of the months is a grace month, your policy will lapse.

Waiting periods

Death due to natural causes or illnesses 

The waiting period is 6 months from the date we receive your first premium. If you add insured persons to your policy within 31 days after it has started, the waiting period for the added insured persons will be 6 months from the day that we receive your first premium payment for them. If you add insured persons to your policy 31 days after the start date of your policy, the waiting period of 6 months will start after we have received their premiums. 

Accidental death

There is no waiting period if you or another insured person die because of an accident within 90 days after the accident has happened.

Reinstating your policy

If your policy lapses because you have not paid your premiums or cancelled your policy, you can reinstate your policy (start it again) within 6 months on condition that you are not older than 75 years at the time you do so.

You cannot reinstate your policy if you cancelled it during the cooling-off period.

If you reinstate your policy, you must pay all the premiums that you have missed while your policy was inactive. The insured person(s) who have initially been covered under your policy will be covered again on condition that they have not reached the maximum age for their category. Your cover will start again once we have received your first premium payment. If your waiting periods have not lapsed yet, the remaining waiting periods will still apply.

If you have chosen the cashback or premium bonus benefit, the period will continue, and the most recent terms and conditions will apply.

Restarting your policy

If your policy lapses because you have not paid your premiums or, you have cancelled your policy, you can restart your policy within 6 months on condition that you are not older than 75 years at the time. 

The insured persons who have initially been covered under your policy can be covered again on condition that they have not reached the maximum age for their category. Your cover will start again once we have received your first premium payment. If your waiting periods have not lapsed yet, the remaining waiting periods will still apply.

You do not have to pay the premiums missed while the policy was not active. We will therefore not pay any claims while your policy was not active.

The cashback and the premium bonus benefit will not continue if you decide to reinstate your policy after it has lapsed. You would have to apply again, and the terms and conditions applicable then will apply. You will also lose all the cashback premiums that had already been paid.

How to claim

If you or an insured person die, your or their nominated beneficiaries or estate executors (claimants) must let us know by calling us on 0800 333 111 during office hours within 180 days from the date of your or the insured person's death. If they do not notify us within 180 days, we do not have to pay the claim.

When they phone, we will tell them what information we need for the claim. This information includes completed claim forms, death certificates, information about the circumstances leading to the claim, as well as medical evidence.

The claimants are responsible for paying the costs of giving us the information, including postage, courier or delivery costs. We will accept certified copies only. Claimants can go to their nearest police station and ask a commissioner of oaths to stamp and sign the documents before giving these to us.

Besides any other information, we will need the following documents:

• The death certificate.
• A BI-1663/DHA-1663 form (notification of death) from the Home Affairs office.
• Valid ID (eg book or card) of the deceased. If the deceased is younger than 18 years, we will need their valid birth certificate.
• A certified copy of the claimant's valid ID (eg book or card).
• A completed claim form or the reference number of the call the claimant made to submit the claim.
• A burial order, invoice or receipt for the funeral.
• A certified copy of your or the beneficiary’s bank statements for 1 month.

If we need more information, we may contact any person (including a medical practitioner or hospital) whom we think will be able to give us the information.

Examples of other information that we may ask for:

• Proof of the relationship between the deceased and the claimant.
• Proof of ownership of the account into which we must pay the money if it is not the beneficiary's account.
• A police report (only if it is an unnatural death, for example an accident).

The claimants can hand the documents in at their nearest Nedbank branch, or they can post or email them to us. Once we have received these documents, we will make sure that they are complete. If we need anything else, we will let the claimant know. Once we have paid a claim for an insured person, we will have no further liability.

In the case of a fraudulent claim, we may cancel your policy immediately, and we will not refund any premiums that have already been paid.

Exclusions

We will not pay claims as a result of:

• intentional self-inflicted injury, suicide or attempted suicide in the first 12 months of your policy; 
• insured persons, their dependants, beneficiaries or people acting on their behalf breaching the law, whether they are convicted of a crime or not; 
• war, invasion, acts of foreign enemy, terrorism, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection or military or usurped power or strike, labour disputes or industrial action; or
• ionising radiation or contamination by radioactivity from any nuclear waste or fuel.

Currency

All amounts payable under your policy, either to or by us, will be in South African rands.

Limited number of policies and maximum cover

You can have cover under more than one funeral policy, but the maximum payment for all your policies combined will be R100,000. We may increase the maximum payment from time to time. If we do, we will let you know via SMS. 

• Children 14 years or older – 100% of your cover amount.
• Children between 6 and 13 years – 50% of your cover amount up to R30,000.
• Children between 1 and 5 years – 25% of your cover amount up to R10,000.
• Children younger than 1 year – 12.5% of your cover amount up to R2,500.

When we limit the amount we pay for a valid claim, we will not pay back any of your premiums.

Cancellations

• You may cancel this policy or any section of your policy at any time by giving us written notice.
• We may cancel this policy or any section of your policy by giving you written notice of 31 days.

Your spouse or adult child can keep your policy

If you die, your spouse or adult child covered under this policy can keep your policy by becoming the new policyholder. To do this, they must call us or go to their nearest Nedbank branch within 31 days after you have died. We will tell them how much they would need to pay each month to keep your policy. They will also have to pay any premiums that are still outstanding. If they agree, we will change the policy details. If you don't have a spouse or adult child to take over your policy, any of the insured persons who qualify as a policyholder can take over your policy, but the premium may change. 

Giving rights to someone else

You cannot give your rights that you have in terms of this policy to someone else, and you cannot use it as security for a loan.

Jurisdiction

Your policy is subject to the jurisdiction of the courts of South Africa and the law of South Africa applies.

A person who acts on your behalf

You give up your right to receive compensation if someone who acts on your behalf does not comply with the terms and conditions of your policy in the event of a claim.

Protection of your personal information

Your privacy is important, and we will use all reasonable efforts to ensure that your information, including your personal information (like your name, physical address, identification number or telephone number), that you give to us or that we collect from you or from third parties is processed, transferred and stored in a secure manner.

We may process your personal information (as defined in section 1 of the Protection of Personal Information Act, 4 of 2013, including your fingerprints, biometric personal identification details, photographs and through identity verification, to provide financial services to you and to detect and prevent fraud and money laundering.

We may also send your personal information to third parties or service providers in foreign countries (if necessary) by electronic or other means for processing to provide a financial service to you. These countries may not have specific data privacy laws. If that is the case, we will enter into appropriate confidentiality agreements with the service providers in foreign countries.

Section 2: Benefit terms and conditions

You choose whom you want to insure under your policy. Certain conditions may apply for each insured person, depending on the relationship you have with them.

You (policyholder)

Although you are responsible to pay the monthly premiums for your policy, you do not have to be insured under this policy. In other words, you don't have to be an insured person. However, to cover certain categories of insured persons, you must be an insured person.

If you are an insured person, your maximum cover is R100,000 and your minimum cover is R5,000. The amount that we will pay for a valid claim will depend on the actual amount of premiums that we have received. 

You must choose who will receive the money from this policy when you die. In other words, you must nominate a beneficiary. When we pay out valid claims for insured persons other than yourself, we will pay the money to you, except for domestic workers (see the section on domestic workers).

Female policyholders (and female spouses) automatically qualify for cover for stillborn children (12.5% of your cover amount, up to R1,000 per claim). There is a limit of two claims for this benefit.

Insured persons

Spouses

You can insure more than 1 spouse, even if you are not an insured person under this policy. To qualify for cover, your spouse must be at least 18 years old but not older than 75 years. 

The maximum cover for a spouse is R100,000 and the minimum cover is R5,000. If you are insured under this policy, the maximum cover for your spouse is limited to 100% of your cover amount. The cover amount for other spouses added to your policy is limited to the maximum of your first spouse’s cover. The amount that we will pay for a valid claim will depend on the policy premiums that we have received.

Female spouses insured under this policy automatically qualify for cover for stillborn children (12.5% of your cover amount, up to R1,000 per claim). There is a limit of 2 claims for this benefit.

Children

To qualify for cover, children must be 65 years or younger. You can include minor children in your policy only if you are an insured person too. When minors become adult children, they will still have cover. If minor children reach the age of 21, they move over to the adult child category unless they are younger than 25, who are full-time students or medically dependent on you then once they reach 25, they will move over to the adult child category.

The maximum cover for a child is 100% of your cover amount, or R40,000, whichever is less. The minimum cover for a child (excluding a stillborn child) is R1,000.

If there is a valid claim, payment will be limited to the following:

• Children 14 years or older – 100% of your cover amount.
• Children between 6 and 13 years – 50% of your cover amount up to R30,000.
• Children between 1 and 5 years – 25% of your cover amount up to R10,000.
• Children younger than 1 year – 12.5% of your cover amount up to R2,500.

The amount that we will pay for a valid claim will depend on the policy premiums that we have received.

You may add or remove children or change their cover at any time, subject to the limits above and any restrictions that we may have on cover levels at the time. We will then let you know what your new monthly premium will be. If you increase the cover amount for an existing child or add a child, new waiting periods will apply for the increased cover or added child.

Parents

To qualify for cover, a parent must be at least 18 years but not older than 75 years. You can include a parent in your policy even if you are not an insured person.

The maximum cover for a parent is 50% of your cover amount (if you are an insured person) or R37,000, whichever is less. The minimum cover for a parent is R2,000. The amount that we will pay for a valid claim will depend on the policy premiums that we have received.

Grandparents

To qualify for cover, a grandparent must be at least 35 years old but not older than 75 years. You can add a grandparent to your policy even if you are not an insured person.

The maximum cover for a grandparent is 50% of your cover amount (if you are an insured person) or R20,000, whichever is less. The minimum cover for a grandparent is R2,000. The amount that we will pay for a valid claim will depend on the actual policy premiums that we have received.

Aunts, uncles, nieces and nephews

To qualify for cover, they may not be older than 65 years. You can add them to your policy only if you are an insured person too.

The maximum cover for them is 30% of your cover amount or R15,000, whichever is less. The minimum cover is R1,000. The amount that we will pay for a valid claim will depend on the actual policy premiums that we have received.

If there is a valid claim, payment will be limited to the following: 

• Children 14 years or older – 100% of your cover amount.
• Children between 6 and 13 years – 50% of your cover amount up to R30,000.
• Children between 1 and 5 years – 25% of your cover amount up to R10,000.
• Children younger than 1 year – 12.5% of your cover amount up to R2,500.

Siblings

To qualify for cover, they may not be older than 65 years. You can add them to your policy only if you are an insured person too.

The maximum cover for them is 30% of your cover amount or R20,000, whichever is less. The minimum cover is R1,000. The amount that we will pay for a valid claim will depend on the actual policy premiums that we have received.

If there is a valid claim, payment will be limited to the following:

• Children 14 years or older – 100% of your cover amount.
• Children between 6 and 13 years – 50% of your cover amount up to R30,000.
• Children between 1 and 5 years – 25% of your cover amount up to R10,000.
• Children younger than 1 year – 12.5% of your cover amount up to R2,500.

Cousins

To qualify for cover, they may not be older than 65 years. You can add them to your policy only if you are an insured person too.

The maximum cover for them is 15% of your cover amount or R10,000, whichever is less. The minimum cover is R1,000. The amount that we will pay for a valid claim will depend on the actual policy premiums that we have received.

If there is a valid claim, payment will be limited to the following:

• Children 14 years or older – 100% of your cover amount.
• Children between 6 and 13 years – 50% of your cover amount up to R30,000.
• Children between 1 and 5 years – 25% of your cover amount up to R1,000.
• Children younger than 1 year – 12.5% of your cover amount up to R2,500.

Domestic workers

To qualify for cover, they must be at least 15 years but not older than 65 years. You can add them to your policy even if you are not an insured person. 

Each domestic worker will receive their own policy schedule, which will specify their beneficiaries. You, as the policyholder, may not be your domestic worker’s beneficiary. 

The maximum cover for domestic workers is 100% of your cover amount (if you are an insured person) or R15,000, whichever is less. The minimum cover is R2,000. The amount that we will pay for a valid claim will depend on the actual policy premiums that we have received.

Beneficiaries

Your beneficiary

You must nominate a beneficiary for your policy. That is the person who will receive the money from this policy if you die.

If you do not nominate a beneficiary and you die, the money will go to the first qualifying person insured under your policy in the following order:

• Your first spouse
• Your oldest child
• Your oldest parent

If we cannot pay out the money to them, it will be paid to your:

• spouse who is not insured under this policy;
• oldest child who is not insured under this policy; or
• oldest parent who is not insured under this policy.

If we cannot pay out the money to them, it will be paid to your estate.

All the payments that we make will be in South African rands, without interest. We will pay the money into a South African bank account only.

Your domestic worker’s beneficiaries

If you added a domestic worker to your policy, you cannot be their beneficiary. Domestic workers must nominate their own beneficiaries. If they do not nominate someone, we will pay the money to their estate. 

Special packages

Sometimes we may offer special packages. We then group the same insured persons or different insured persons together. The rules, eligibility and limitations of cover mentioned in the Benefit terms and conditions and limited number of policies and maximum cover sections will still apply, but we will offer one special premium for the entire package. Every time we offer a package like this, the special terms and conditions that apply to the package will be an addendum to the ‘special package’ section of your policy. For now, we offer only the immediate family package.

Immediate-family package

This package offers cover for 1 spouse and 5 minor children for a specified premium on condition that you are an insured person too.

The same terms and conditions for spouses and children apply, except for the following:

• The cover amount is limited to 100% of your cover amount or R40,000, whichever is less. The minimum cover is R5,000. In terms of legislation, extra limits apply to minor children, depending on how old they are when you claim. Please check your policy schedule for these limits.
• Once the minor children have turned 21, we will move them to the adult child category automatically.
• Your premium will not increase.
• If you do not add 5 minor children at once, you can add them later.
• Once you have insured a minor child, you cannot insure another minor child once the first child has turned 21. 
• If an insured minor child under this special package dies (regardless of whether we pay the claim or not), you cannot add another minor child to your policy.
• If an insured spouse under this special package dies (regardless of whether we pay the claim or not), you cannot add another spouse to your policy. 
• A female policyholder or female spouse automatically qualifies for stillborn cover.
• If you have more than 5 minor children, you can add them, but we will treat them according to the Children section under Benefit terms and conditions, and you will have to pay a separate premium for them.
• A maximum of 30 people can be insured, with each person taking up 1 space on the policy. You can have more than 1 immediate family package, on condition that you have enough space available under this policy.

Section 3: Optional benefits

You can choose to add optional benefits to your policy. These benefits must be linked to 1 or more insured persons under your policy. Your optional benefits will also be listed in your policy schedule.

We may introduce new optional benefits or cancel existing ones. If we do, we will let you know.

Family supporter benefit

You can choose this benefit only if you are an insured person too, and you must be 65 years or under at the time.

The purpose of this benefit is to give your family a monthly income for a fixed period after you have passed away to help them with everyday expenses. 

We explain the amount and the period that we will pay this benefit in your policy schedule, and we will pay the money to your beneficiary. The amount that we will pay for a valid claim will depend on the policy premiums that we have received.

The same waiting periods as your funeral cover apply to this benefit. 

This benefit and the premium for this benefit will end when:

• your policy ends;
• we have paid a valid claim for this benefit; or
• you turn 66 years,

whichever happens first.

Premium waiver benefit

You can choose this benefit only if you are an insured person too, and you must be 65 years or under at the time.

The purpose of this benefit is to pay the premiums of this policy to give your family continuous cover after you have died. We explain the amount and the period that we will pay this benefit in your policy schedule. We will pay the premium automatically and will not pay the money to your beneficiary. While we pay this benefit, the policy may not be changed. Remember that the amount that we will pay for a valid claim will depend on the actual policy premiums that we have received.

This benefit and the premium for this benefit will end when:

• the policy ends;
• we have paid a valid claim for this benefit; or
• you turn 66 years, 

whichever happens first.

Cashback benefit

You can choose this benefit only if you are an insured person too, and you must be 65 years or under at the time.

The purpose of this benefit is to give you a cashback over regular intervals. You may cancel the cashback benefit and take it up again by letting us know in writing 30 days in advance. If you do this, the benefit will depend on the terms and conditions applicable at the time.

How it works

You could get back 20% of your paid premiums every 3 years. You will receive the money only if all your premiums are up to date. We will pay the money into the account that we have on record for you at the time. 

If you reinstate your policy after it has lapsed and you have paid all the premiums, your cashback benefit will continue.

If you restart your policy after it has lapsed, your cashback benefit will not continue. You will have to apply again, and the terms and conditions applicable then will apply. You will also lose all the cashback premiums that you have already paid.

This benefit and the premium for this benefit will end when:

• your policy ends; or
• we have paid a funeral benefit for you.

Important information

If we pay out a claim and find that you gave us incorrect and incomplete information, you will have to pay the money back. If we must take legal action to recover the amount and our case is successful, you will also have to pay the legal costs.

1. The insurer

Name: Nedgroup Life Assurance Company Ltd Reg No 1993/001022/06

Postal address: PO Box 149175, East End, 4018

Physical address: Nedbank Park Square Campus, 9 Park Avenue, Umhlanga, 4321

Tel: 0800 333 111

Fax: 0860 065 435

Email: clientservices@nedgrouplife.co.za

Nedgroup Life Assurance Company Limited (Nedgroup Life) is a licensed, designated insurer and an authorised financial services provider (licence number FSP40915). Nedgroup Life is a wholly owned subsidiary of Nedbank Group Limited.

2. Regulatory compliance

Nedgroup Life is a member of the Association for Savings and Investment South Africa (Asisa) and subscribes to the applicable Asisa codes and standards. For any compliance or regulatory matters regarding the Financial Advisory and Intermediary Services (FAIS) Act, 37 of 2002, or any other applicable legislation, you can contact our compliance or public officer:

Compliance officer

Tel: 031 820 8448

Fax: 0860 066 641

Email: compliance@nedbankinsurance.co.za

Public officer

Email: publicofficer@nedbankinsurance.co.za

To comply with the requirements of the FAIS General Code of Conduct, Nedgroup Life has adopted and implemented a conflict of interests’ policy, which is available on our website at nedbank.co.za/insurance. If you do not have access to the internet, you can phone our Client Services Contact Centre on 0860 333 111 to get a copy.

3. Claims procedure

If you have a claim, you must let our Claims Department know immediately.

Tel: 0800 333 111

Fax: 0860 065 437

Email: claims@nedgrouplife.co.za

4. Complaints procedure

We recommend that you take the following steps to resolve the problem:

First, try to resolve the problem by contacting our Nedbank Insurance Contact Centre.

Tel: 0800 333 111

Fax: 0860 065 437

Email: claims@nedgrouplife.co.za

If you are still not satisfied, escalate the complaint to our complaint’s resolution officer:

Tel: 0800 333 111

Fax: 0860 066 641

Email: complaints@nedbankinsurance.co.za

If possible, you must send your complaint in writing. We will acknowledge receipt of your complaint within 3 working days. Our complaints resolution officer has 20 working days to resolve your complaint. We will notify you in writing of their decision. If a complaint is resolved in your favour, we will offer an appropriate solution or compensation. If your complaint is not resolved in your favour, we will tell you why. You can then refer the matter to the Ombudsman for Long-term Insurance if you wish to take the matter further.

5. The Ombudsman for Long-term Insurance

If you are still not satisfied with the outcome of the complaint that you have registered with our complaints resolution officer, you can contact the Ombudsman for Long-term Insurance:

Postal address: Private Bag X45, Claremont, 7735

Tel: 0860 103 236

Fax: 021 674 0951

Email: info@ombud.co.za

6. The Financial Advisory and Intermediary Services (FAIS) Ombudsman

If your complaint relate to advice or intermediary services that you have received from us, and your complaint is not resolved within 6 weeks or if you are not satisfied with the resolution, you can refer the matter to the FAIS Ombudsman:

Postal address: PO Box 74571, Lynnwood Ridge, 0040

Tel: 012 470 9080

Fax: 086 764 1422

Website: www.faisombud.co.za

7. The Information Regulator

If you have a complaint that relates to data privacy that has not been resolved to your satisfaction, you can refer the matter to the Information Regulator:

Postal address: PO Box 31533, Braamfontein, Johannesburg, 2017

Email: complaints.ir@justice.gov.za

8. Unclaimed benefits

If there are unclaimed benefits under your policy, we will take all reasonable steps to contact you or your beneficiaries, including a thorough search of all our client databases and using information and the services of external database compilers or tracing agencies, where appropriate. It is your responsibility to ensure that your contact information is always up to date.

We may charge any reasonable direct administrative and tracing costs against your unclaimed benefits if the first tracing attempt is unsuccessful. These tracing costs will be market-related. We may end the services of a tracing agent or choose not to appoint a tracing agent if the value of your policy is less than R1,000 and the costs of tracing exceed this benefit.

We will pay all valid claims against these unclaimed benefits according to Asisa standard on unclaimed benefits, which is available on their website at asisa.org.za.

Important disclosures

• Your policy wording, policy schedule and any other disclosure document that you receive from us will include important information about your policy, including how to claim. Please ensure that you read these documents carefully and that you understand them. If anything is unclear, ask us to explain it to you. If disclosures are given to you telephonically, you can ask for the recording of the call.
• Keep all the documents that you receive in a safe place. If you ask us, we must give you written or printed copies of all transactions.
• Do not sign blank or partially completed documents. Complete documents in ink and keep copies.
• Do not be pressured to take out this policy. Nobody may force you to take out this policy or ask you to give up any rights that you have. When you apply for this policy, we must first do an analysis of your needs, and you may ask for a copy of the telephone conversation.
• If you give us incorrect information, we may reject your claims. This includes information (or omissions) that indicates that you may have financial problems or information (or omissions) that would increase the risk of your or the insured persons’ death. You must give us all the necessary and relevant information before and during the duration of your policy.
• The monthly premium amount that you must pay is set out in your policy schedule, and we explain what will happen if you do not pay the premiums of your policy.
• You are responsible for ensuring that the cover amounts in your policy are enough and correct.
• Make sure that you receive written confirmation of important changes to your policy and advice given to you.
• Your personal information will be treated in a lawful manner. If we must process your information, we must first ask your permission.
• You have the right to access any of your personal information that we hold. If the information is incorrect, please let us know so that we can correct it.