Emergency Assistance Services
086 144 4896
Download our app:
Once the app is downloaded, Click on Register Account and you will be prompted to provide 4 pieces of information:
- Your mobile phone number (this is your unique ID to register you)
- Company Code (Contact your broker for the code)
- Create a Password (your own password for your protection)
- Confirm that same password you just created
- Click Register
ROADSIDE & ACCIDENT ASSISTANCE
Roadside Assistance
Members have access to the following services in the event of a roadside emergency (limited up to R500 per incident):
- Flat battery – jump start only (replacement of battery for the member’s account)
- Flat tyre (help with change of tyre)
- Keys locked in vehicle (unlocking only)
- Fuel assistance (limited to five liters per incident)
- Minor roadside–running repairs (electrical, coil, immobilizer etc.)
- Transmission of urgent messages
Tow-in
Tow-in service to the nearest approved dealership (if under warranty), repair centre or panel beater in the event of:
- Mechanical breakdown – covered up to R500
- Electrical breakdown – covered up to R500
- Accident damage – cost covered to the nearest approved panel beater up to a limit of R1 850
Courtesy Transport
Where the vehicle needs to be towed to a repairer, we will arrange for the occupants of the vehicle (up to a maximum of two persons) to be transported to a nominated destination where the breakdown has occurred within a 100 km radius of your normal place of residence.
Hotel Accommodation
Where the breakdown has occurred outside a radius of 100 km from your normal place of residence, resulting in an overnight delay, we will arrange hotel accommodation for the occupants of the vehicle (up to a maximum of four people). Cover up to R500.
Car Rental
If the circumstances of the problem entitles you to the hotel accommodation benefit but you would prefer to continue with your journey immediately, we will arrange for a rental car to enable you to reach your destination, subject to your qualifying for a rental vehicle in terms of the car rental companies general terms and conditions. The costs incurred will be confined to rental charges; delivery and collection of the hire vehicle, and the car must be surrendered on arrival at your destination. Cover up to R500 and subject to availability.
Vehicle Repatriation
In the event of a member’s vehicle being left for repairs, we will pay up to R500 for 24-hour, Group-B car rental or a flight ticket to collect the vehicle after repairs. Alternatively, should the vehicle have been towed to a dealership closer to the member’s place of residence, we will supplement the additional tow costs with the costs of car rental.
Overall limit of R5 000 per annum per policy.
*Please note: This cover excludes all vehicles over 3 500kg. A member will not be entitled to service where the vehicle is not in a roadworthy condition. Any costs incurred through arrangements made by the member without prior authorisation shall not be reimbursed. Assistance is only available in South Africa, Lesotho and Swaziland.
HOME ASSIST
Fixtures, Fittings and Services
In the event of a home emergency, we will arrange for an appropriate repairer (electrician, plumber, locksmith and glazier) to address the problem at one nominated address (call-out fee and the first hour of labour is covered, thereafter normal rates apply). Please note that all parts and materials used are excluded and will be for the member’s account.
Maintenance-related issues are not covered.
A home emergency is defined as an event that is potentially life-threatening or could possibly cause structural or further damage to your property.
Overall limit of 3 incidents or up to R2 000 per annum per policy.
Emergency Services Notification and Call out
We will, at your request, relay notification of emergencies to the police, traffic, fire brigade, ambulance, security or any other emergency service provider.
Type of Emergency |
What is covered |
What is not covered |
Electrical |
Distribution boards, circuits, main cables causing power failure | Electrical gates and doors |
| Earth-leakage relays causing power failure | Jacuzzi, swimming pool and borehole pumps | |
| Geyser connections, thermostats and elements | Air conditioners and commercial refrigeration | |
| Multiple plug points causing power failures | Repairs not complying with regulated specifications such as SABS and others | |
| Lighting strikes on wiring causing power failures | All electrical motors (electric gate motors etc) | |
| Multiple burnt connections on wiring or plug points causing power failure | White Appliances (Stove, Refrigerator, Dishwasher etc) | |
| General House Wiring | ||
| Connections to all electrical motors causing power failure | ||
| Municipal connections inside the property causing power failure | ||
Plumbing |
Burst water connections and pipes that are causing further structural damage | Concealed pipes are not covered. Specialists are not covered e.g Leak Detectors |
| Earth-leakage, overflowing blocked drains (internal & external) that can cause further structural damage, delays causing power failure | Specialists are not covered e.g Drain specialist like Roto-Rooter & Drain Surgeon | |
| Geyser Problems (No hot water, water pressure, overflowing geyser) | Repairs not complying with regulated specifications such as SABS and others. Replacement of a burst geyser | |
| Jacuzzis, swimming pools and boreholes | ||
| Leaking tap that runs into a basin or shower | ||
Locksmith |
If keys are broken off or lost for a main entrance or exit of the house | Outbuildings and garages |
| If a child is locked inside the house or any room within the house | Padlocks | |
Glaziers |
Any glass that has been damaged or broken and is causing a security risk to your premises | Mirrors or any specialised glass |
| PS. Any other cases we will be able to assist the client but they will be liable for ALL the costs | ||
INTELLIGENT PANIC
In a panic situation, you never want to be alone! Intelligent Panic provides you and your loved ones with 24 hour access to your own experienced crisis manager – who will help you through your emergency.
You never have to remember an emergency number again!
Intelligent Panic is a breakthrough in emergency support – you will never have to remember another emergency number again. Intelligent Panic has access to every emergency service you may need, as well as access to your own security company, medical information and other useful contacts.
You will never be alone in an emergency!
The Intelligent Panic service provides you with your very own crisis manager. When you are in an emergency – WE take charge! Your crisis manager will call you back on your cell phone and help you through your crisis – whatever that may be.
Do you need emergency medical advice over the phone, do you need to find a doctor or an ambulance fast, have you been involved in an accident – or are you lost and feeling vulnerable? Intelligent Panic is there for you.
Access every emergency support service out there from one button on your cell phone.
To have access to Intelligent Panic, you need to register and then choose one number on your cell phone that acts as your panic button. In an emergency, just press that one number – and we take charge of the rest. Your crisis manager will call you back and access the most appropriate support that you need. Your crisis manager will be in telephone contact until your crisis situation is resolved.
HOME SAFE CHAUFFEUR
This product is designed to encourage you to drive responsibly. Statistics show car incidents as a result of drinking and driving account for a large percentage of accidents on our roads, especially at night.
Benefits are as follows:
- We will ensure that you and your vehicle arrive home safely. We will dispatch a vehicle with two drivers (where possible) and drive you home in your own car
- All drivers are in possession of a public driver’s permit, carry a cellphone and dress professionally. The drivers all speak English
- You are entitled to use this service 6 times per annum. Each incident is capped at R500 rand, any costs incurred over and above this will be for the client’s account
What are the terms and conditions?
- Bookings can be arranged between the following hours:
- Mondays to Thursdays 17:00 – 01:00
- Fridays 15:00 – 03:00
- Saturdays 16:00 – 02:00
- Sundays 16:00 – midnight
- The service is available within a 50km radius of city centres in Johannesburg, Pretoria, Durban, Cape Town, Port Elizabeth and East London.
- At the specified time and location, the call centre will notify you that the pick-up driver has arrived at which time you will have 15 minutes to meet the driver. After the 15 minutes, the call centre will notify you that the pick-up driver will be leaving and the trip will be cancelled.
- Cancellation and rescheduling fees:
- Two hours prior to booked collection time – Rnil
- One hour prior to booked collection time – one incident will be eliminated
Value Added Services
Contact Discovery Insure on 0860 751 751 or Discovery 911 on 0860 999 911 for emergency assistance within the borders of the Republic of South Africa or +27 11 529 0056 when you are outside of the borders of the Republic of South Africa. The following emergency benefits are provided to you at no cost.
Value Added Services & Emergency Assistance
We offer you emergency roadside assistance in the event of a mechanical or electrical breakdown, flat tyre, flat battery or any other roadside related emergency of the comprehensively insured vehicle, including:
- Towing to the closest place of repair or safekeeping
- Arranging your transport to your home or destination if it is within 100km radius through an accredited transport provider up to a maximum of R750.
- Your location is more than 100km away from your home or destination, you can choose from:
- One night’s accommodation up to a maximum amount of R1 000, or
- A taxi service option up to a maximum amount of R750, or
- A rental vehicle option up to a maximum amount of R500.
Please note: A rental vehicle is subject to you qualifying for a rental car as per the car rental company’s general terms and conditions. All car rental companies require a valid credit card to be able to release the car to you.
- Jump-starting your vehicle. This excludes the costs of parts, lubricants and other provisions.
- Changing your flat tyre. If you do not have a spare tyre, one can be provided at your cost. The assistance excludes any costs for the repair of the tyre, parts and wheel balancing and other provisions.
- Delivering up to 10 litres of fuel if you have run out. This benefit is limited to a maximum of two incidents per year per vehicle. Non-roadside locations aren’t included.
- Locksmith services if you have locked your keys inside your vehicle. The benefit includes unlocking of the car, the cost of the call-out fee and one hour’s labour. Parts, components, keys or key-cutting costs, lubricants or similar charges are excluded. The following should be noted:
- If your key is broken in the ignition or car door and the service provider is unable to resolve the problem, additional costs such as the dispatch of a tow truck will be for your account
- If locksmiths are unable to unlock newer model cars, such vehicles will be towed to the nearest place of repair for which you will bear the cost
- If the vehicle operates with a ‘smart key’, towing can be arranged to the nearest dealer for which you will bear the cost
Direction Assist and Trip Monitor
Direction Assist gives you accurate directions by telephone, fax or email when you travel within the borders of South Africa.
Trip Monitor includes a 24-hour helpline that keeps in regular contact with you, the driver, throughout your journey to ensure your safe arrival at your destination.
Home Assist
Home Assist provides you with the following benefits:
- In the event of emergencies in the insured home: emergency electricity and plumbing services, but excluding damage to your jacuzzi, swimming pool, borehole pumps, air conditioners, commercial refrigerators and repairs not complying with regulated specifications.
- Locksmith services, but excluding the unlocking of padlocks.
- The following should be noted:
- Cover is limited to three incidents per household per year, including outbuildings, up to a maximum of R2 000 for all events
- The call-out fee, plus one hour labour is covered, excluding parts.
Legal support benefit
As a Discovery Insure client you have access to legal support. The legal support available is telephonic and online. For a comprehensive overview on the legal support benefit refer to www.discovery.co.za
Alexander Forbes Assistance Services!
KEY TERMS TO UNDERSTAND WHEN READING THIS SECTION
The terms “we / us / our” in this section refer to Alexander Forbes Assistance Services! The term “you” in this section refers to the person whose name and address are on the Policy Schedule, together with any family members who normally live with that person.
Motor Service!
24 hour assistance in the Republic of South Africa
0860 911 000
Motor Service! is available 24 hours a day, 365 days a year throughout the Republic of South Africa for all vehicles insured through Alexander Forbes Insurance Company Limited. During severe weather conditions, civil disturbance or national emergencies, we reserve the right to temporarily suspend service to clients who are in a place of safety.
Service Providers
The service providers of Motor Service! are all independent contractors. Although every effort is made to monitor and assess these service providers, the responsibility for loss, damage or unsatisfactory workmanship remains with the service provider. Alexander Forbes Assistance Services! will, however, make every effort to resolve any dispute that may arise, conditional upon the complaint being received in writing within 10 days of the incident.
Eligible Members
Service will be provided to you in respect of vehicles insured through Alexander Forbes Insurance Company Limited. Prior to rendering any service, we will validate membership and in some cases we may request proof of identification. If we cannot verify that you are an active client you will be required to pay for the service, which will be charged at the prevailing rate. If we are able to validate the membership after the service has been rendered Alexander Forbes Assistance Services! will reimburse you subject to the benefit available.
Eligible Vehicles
Service will be provided for all of the following legally licensed vehicles insured through Alexander Forbes Insurance Company Limited:
- Passenger vehicles not in excess of 3500 kilograms (excluding rental cars, commercial vehicles, buses, taxis and limousines)
- 4 x 4 vehicles (excluding use for off-road recreational purposes and where we cannot reach you from a normally travelled or established thoroughfare)
- Motorcycles (excluding scooters and mopeds)
Dual wheel campers, motor homes and pick-up trucks will not be provided tyre assistance, towing or extrication.
Where a trailer is attached to a vehicle where assistance has been requested, assistance will be provided unless the trailer was the cause of the breakdown.
No vehicle will be provided assistance where the breakdown was caused by any off-road recreational activity and where we cannot reach you by a normally travelled or established thoroughfare.
Assistance
Assistance will only be provided where Alexander Forbes Assistance Services! was contacted in the first instance. Should you contact a service provider directly, we will not be liable for any costs incurred, or the payment thereof.
Where we have requested a service provider to assist you and you subsequently contact an independent service provider without our permission, you shall be liable for the costs of both service providers.
The service will include one call out per disablement and limits as detailed below, specific to each benefit. Charges for services that exceed these limits will be for your cost at the prevailing hourly or kilometre rate of the region where the service is rendered.
You or your driver shall be with the vehicle at the time of service and assistance. We will not be responsible for any damage or loss from unattended vehicles or previous damage. If your vehicle is still under warranty, we reserve the right to refer the assistance to the warranty provider. Where we have provided assistance for a vehicle under warranty you shall sign an indemnity absolving us from any warranty dispute.
Your Priceless Policy Wording
Benefits
All benefit categories are limited to three incidents per insured vehicle per annum.
Flat tyre: If you are stranded due to a flat tyre, we will call out a service provider to fit your spare tyre. It remains your responsibility to ensure that your spare tyre is inflated and serviceable. We will not cover the cost of repair to either tyre or replacement thereof.
Flat battery: If the battery of your vehicle runs down and your vehicle won’t start, then we will call out a service provider to attempt to jumpstart your vehicle. We will not cover the costs of replacing the battery.
Electrical or mechanical problems: Where your vehicle has broken down as a result of mechanical or electrical problems whilst away from home and you are stranded on the side of the road, we will arrange to tow your vehicle to the nearest approved dealer or competent repairer at our cost. We will not cover the cost of any parts which may need to be purchased or replaced.
Towing: If you are stranded away from home and your vehicle is incapable of being driven, we will tow it to the nearest approved dealer or competent repairer and assist you, on request, with one of the following options:
- Family Run – if you are stranded less than 100 kilometres from your permanent place of residence, we will arrange that you are picked up in a passenger vehicle to transport you back to your permanent residence.
- Trip Interruption –
- If your vehicle cannot be repaired within 12 hours and you are more than 100 kilometres from your permanent residence, we will either pay for one night’s accommodation (for a maximum of 4 adults subject to a limit of R500 per incident) or rental of a motor vehicle for one day to a maximum of R500. (Where you are returning to your permanent residence, total mileage will be covered in order for you to reach your place of permanent residence). Following such an event and where you have subsequently left your vehicle behind and continued your journey we will arrange for your vehicle to be returned to you, subject to a maximum of R500 per incident.
- If required we will arrange a rented vehicle for you provided that you qualify for a rental vehicle in terms of the car rental companies’ general terms and conditions. All car rental companies require a valid credit card to be able to release the vehicle to you. The availability of a rental vehicle depends on the business hours of the car rental company, and after-hour requests might only be activated the next morning.
- The car rental benefit is only valid for 24-hours, subject to the benefit limit per incident and Alexander Forbes Assistance Services! will NOT be liable for the additional charge when a vehicle is returned later than the time limit specified in the car rental agreement. Where the Car Rental Company recoups all costs directly from your credit card, you are entitled to submit the invoice to us for re-imbursement. The benefit limit of R500 per incident is confined to the rental charge of one day, delivery and collection of the vehicle and the first tank of fuel.
Fuel: If you are stranded next to the road as a result of running out of fuel, then we will arrange and pay for up to 10 litres of fuel to be delivered to you, to a maximum benefit of 3 times per year. Specific brands of fuel cannot be guaranteed.
Locksmiths: If you are stranded as a result of your keys being locked inside your vehicle, we will appoint a service provider to assist you and we will cover the call out fee to a maximum of one hour’s labour. The cost of key replacements will not be covered by us. In the event of you being unable to retrieve your keys, we will arrange to tow your vehicle to the nearest approved dealer or competent repairer at our cost.
Theft or Hijacking: If you are stranded as a result of your vehicle being stolen or hi-jacked we will provide you with a rented vehicle for one day to return you back to your holiday or permanent residence to a maximum of R500 per incident, subject to submission of the police case number relevant to the event.
Value-Added Telephonic Assistance Services
We will arrange a taxi to transport the occupants of the vehicle. The cost of the taxi shall be borne by you.
We will telephone all necessary relatives, employers or colleagues to inform them of the incident.
We will provide 24 hour travel and route assistance in all major metropolitan areas.