Our Home Assistance Programme provides 24/7 support for registered residences in South Africa during home emergencies. Defined as sudden, unexpected events requiring urgent domestic tradesman services to prevent further damage, the benefit covers primary residences and outbuildings. The Assist Contact Support Centre facilitates emergency notifications to authorities upon member request. Mobile notifications include the Primary Case Manager's name, a reference number for easy communication, and updates on service provider details, estimated arrival time, and any case changes. This service ensures quick response and support for members facing home emergencies.

TERMS & CONDITIONS

The Call Centre provides immediate access to a team of dedicated case managers, together with a national complement of accredited assistance service providers who will assist with home emergencies.

Parts, repairs, maintenance services and such other goods and services as indicated below are not included. The Call Centre may, depending on the circumstances, elect to incur the costs of certain items on the member’s behalf and recover such costs from the member.
Please note that this product does not constitute an insurance product and the Call Centre therefore does not in any way indemnify the member against losses, liability, expenses or damages suffered.
The Home Assistance programme provides assistance to the member when they are involved in a Home Emergency. A Home Emergency means any sudden, unexpected and/or unforeseen event at the member’s home requiring the immediate and/ or urgent services of a domestic tradesman to limit/ minimize or prevent further damage to the home.
This service is restricted to home emergencies and only applies to the member’s eligible premises/primary place of permanent residence, within the Republic of South Africa and used for domestic purposes where specified, including outbuildings. The member will be assisted with up to 3 incidents per annum.
Emergency Services Notification and Call-out
At the member’s request our Assist Call Centre will relay a notification of emergencies to the Police, Traffic, Fire Brigade, Ambulance, Security or any other emergency service provider.
*Please note that each service will be managed on an individual basis and is highly dependent on traffic, weather and correct information received i.e. address or area of incident.
Services Rendered
The Home Assistance programme shall entail the Call Centre arranging the following emergency services to members:
1. Plumbers
2. Glaziers
3. Electricians
4. Locksmiths
5. Tree Felling
6. Bee Keepers
7. Pest Controllers - Borer Beetle /Thatch Lice/ Dust Mites/ Cockroaches /Fleas Fish Moths/ Ants/ Ticks / Bed Bugs / Rodents- ONLY
8. Large White Appliances
The services exclude maintenance (of any kind) and the costs of any materials required, which is for the member’s account.
Plumbers
Assistance shall be provided by the Call Centre to members in circumstances where they have requested access to the service where the emergency is any of the following:
• Visible burst water connections and pipes
• Blocked drains, toilets, baths and sinks, causing further damage to the home
• Emergency Geyser overflow, valves (Latco and pressure release) causing loss of hot water and pressure-release problems
Exclusions
• Jacuzzi, swimming pools and borehole pumps
• Leak detection inspections
• Repairs not complying with regulated specifications such as SABS and others
• Leaking taps / toilets
• Replacement of a burst geyser, septic tanks and water supply interruptions to permanent residence
• Any assistance required on the municipality owed property
• The costs of any materials provided by the plumber are excluded and are for the member’s own account
Glaziers
• This is a 24-hour help line, offering assistance where a glazier is dispatched to ensure that damaged building glass can be professionally replaced
• Broken or badly cracked window panes which could result in access to the residence
Exclusions
• No materials are included and this is for the member’s account (e.g. the actual glass etc. is for the member’s account)
Electrician
Assistance shall be provided by the Call Centre to members in circumstances where they have requested access to the service where the emergency is any of the following:
• Distribution boards, circuits, main cables causing 100% power failure
• Earth-leakage relays causing 100% power failure
• Geyser connections, and elements, causing 100% power failure
• Plug points causing 100% power failure
• Light fittings or switches causing 100% power failure
• Lightning strikes on wiring causing 100 % power failure
• Multiple burnt connections on wiring or plug points causing 100% power failure
• Connections to all electrical motors (e.g. electric gate motor) causing 100% power failure
Exclusions:
• Electric gates and doors
• Jacuzzi, Swimming pool and borehole pumps
• Air conditioners and commercial refrigeration
• Repairs not complying with regulated specifications such as SABS and others
• All electrical motors
• Any assistance required on the municipality owed property
• The costs of any materials provided by the electrician are excluded and are for the member’s own account.
Locksmiths:
• If keys are broken off or lost for a main entrance or exit of the house (this includes outbuildings)
• If a person is locked inside the house or any room within the house
Exclusions
• Burglary Incidents - the Call Centre will assist the member by arranging a locksmith but the member will be liable for the costs of such locksmith and any material provided by the locksmith
• Office premises
• Replacing of damaged locks, padlocks and keys (The member may be assisted at their own cost)
Tree Fellers/Beekeepers and Pest Controllers
Facilitated up to the incident limits only and only within daylight hours. Please note that each case will be managed on an individual basis and is highly dependent on visibility, weather and seasonal conditions.
Additional services also included are:
Should a burglary occur, security assistance and guarding services will be provided at the member’s request. These services will be for the member’s own account.
Large Appliances
Assistance will be facilitated on the member’s behalf for the following appliances:
• Fridges
• Freezers
• Washing Machines
• Stove (only applicable if all plates are not working)
• Microwave ovens
• Tumble Dryers
• Dishwashers
*Please note that this service is rendered on a best effort basis and specific SLA’s and Estimated Service times cannot be applied.
Estimated Service Times
Urban Areas = average response time is 35 to 80 min (from time of dispatch – 40 km to 100km) with the potential of extended response time on weekends only
Rural Areas = average response time is 80 – 240 min (from time of dispatch – in excess of 100 km)