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Roadside Assistance

Should you find yourself stranded because of a vehicle breakdown, The Service provider will arrange for the call out and 1st hour of labour for one of the following services. These services are limited to R500.00 per service incident.

Flat Battery: The Service provider will arrange to have the vehicle jump started. This service is offered whether the vehicle breaks down at home or on the road. Vehicles will be towed by The Service provider to the nearest most appropriate place of repair or safety.

Keys locked in Vehicle : The Service provider will arrange to open the vehicle and retrieve the car keys. If The Service provider cannot resolve the problem at the scene, additional costs of towing or repairs are not included as part of the services and are for the client’s account.

Flat Tyre: The Service provider will arrange to have the tyre changed using the client’s spare tyre. In the event that there is no spare tyre, The Service provider will arrange for the vehicle to be towed to the nearest approved repairer or fitment centre. These services are offered whether the vehicle breaks down at home or on the road.

Run out of fuel: The Service provider will arrange for fuel to be delivered to the client. The Service provider will supply up to 10 litres of fuel for the client’s account. This is limited to 2 incidents per annum. Additional fuel can be arranged at client’s cost.

Mechanical and Electrical Breakdown: The Service provider will tow a vehicle to the nearest franchised dealer (if under warranty) or to the nearest repairer within 40km roundtrip. These services are offered whether your vehicle breaks down at home or on the road. The cost of the first 40km round-trip is covered (starting from point of dispatch), thereafter a charge of R12.50 excl. VAT per km is applicable and will be charged to the Member.

Storage: The Service provider will arrange for the safe storage of the vehicle overnight or weekend where necessary. On the next working day, the vehicle will be relocated to the nearest approved dealer or repairer. Only the first tow will be provided by The Service provider as part of the services. Additional tows are for the client’s account. Note that the cost of storage is applicable from the first day the vehicle is stored at the service provider’s yard.

Transmission of Urgent Messages : The Service provider will relay messages of delay or changed arrangements to a nominated family member, employee or business colleague at the client’s request.

Extended Roadside Services

Should you find yourself stranded 100km or more from home because of a vehicle breakdown, The Service provider will arrange one of the following services. These services are limited to R500.00 per service incident.

Car Rental: Where the vehicle needs to be towed to a repairer, The Service provider will arrange for the occupants to be transported to their respective destinations by means of a group B car rental vehicle for 24 hours. This service is subject to availability and the driver must be in a possess of a valid credit card and driver’s license. The service is limited to R500.00 and includes the costs of the daily car rental, unlimited kilometre allowance, insurance fees and the delivery/collection charges of the vehicle to a maximum of 25km respectively. The cost of fuel will be for the Member’s account.

OR

Hotel Accommodation: In the event of a breakdown or accident that results in overnight delay, The Service provider will arrange overnight accommodation for the driver and four passengers of the vehicle at one of our preferred providers in the area. The service is limited to R500.00.

Vehicle Repatriation

Should the member choose the car hire option and continue his journey while the vehicle is being repaired, the Service provider will arrange to the Member to receive a 24-hour, group-B car hire to collect the vehicle after repairs. Alternatively, a flight ticket can be arranged. This service is limited R500 and includes of the daily car hire, unlimited kilometre allowance, insurance fees and the delivery/collection charges of the vehicle to a maximum of 25km respectively. The cost of fuel will be for the member’s account.

*Toll fees are not inclusive within the benefit entitlement, and such costs, will be for the Members own account.

Accident Tow

In the event of an accident, the call centre will arrange for the vehicle to be towed to the nearest insurance approved motor body repairer (“MBR”) or Member nominated repairer from the accident scene. The cost of the first 40km round-trip is covered (starting from point of dispatch), thereafter a charge of R12.50 excl. VAT per km is applicable and will be charged to the Member.

  • Toll fees are not inclusive within the benefit entitlement, and such costs, will be for the Members account. General Terms and ConditionsServices will only be rendered to validated members
  • Battery replacement costs are for the member’s own account
  • Limited to south African territory only
  • Roadside assistance services are only available in the event that the breakdown or accident occurs in South Africa, Lesotho and Swaziland
  • All services must be authorised, arranged and managed by the call centre. Any costs incurred through arrangements by the Member without prior authorisation from the call centre, shall not be reimbursed.
  • In an event of a mechanical or electrical breakdown, the vehicle is to be towed to the closest franchised dealer or repair centre from the scene of the breakdown.
  • The liability only extends to the towing of one vehicle and not a trailers, boat or caravan. Multiple tows (e.g., where you need a trailer, boat or caravan to be towed) will be for the Member’s own account.
  • A member will only be entitled to the car hire and overnight accommodation benefits if the vehicle was towed by the approved Service Provider.

An accident shall be defined as damage to one or more body panels (which will require repair in a body shop) as a result of a collision with another vehicle or object. An accident shall also include instances where an engine catches fire, or where impact with a pothole, kerb or pavement result in damages to the suspension, wheels or undercarriage (and not necessarily the body panels), and where it is clear to the Member and the Service Provider that the damage is of an insurable risk nature, irrespective of whether or not the car is insured. In instances of doubt the Service Provider shall arbitrate on this latter definition. In the event that the accident being caused by mechanical failure, and in essence where the vehicle under these conditions is non-drivable, the incident will be considered to be an accident.

In an event of an accident, the vehicle is to be towed to the closet insurance approved motor body repairer (MBR) and or Member elected panel beater to the scene of the accident.

The Member will not be entitled to a service where:

  • The vehicle is not in a roadworthy condition
  • The vehicle is a motor home or large panel van (weighing in the excess of 3.5 tons)
  • The vehicle has a grass mass of exceeding 3.5 tons
  • The fault is with a trailer, boat trailer or caravan
  • The vehicle is already at a place of repair.

Cover is limited to R5000.00 per Member, per annum. This limit is only applicable to the SaferCity Roadside program.

Emergency Home Assistance

Home Assistance programme provides assistance to you when you are involved in a Home Emergency. A Home Emergency means any sudden, unexpected and/or unforeseen event at your 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 your eligible premises/primary place of permanent residence, within the Republic of South Africa and used for domestic purposes, including outbuildings. The member will be assisted with up to 3 incidents or R2000.00 per Member per annum applies.

Emergency Services Notification and Call-out:

At your 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.

Mobile Notification Services

As a member you will receive

*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 Service provider arranging the following emergency services to customers:

  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 / Bedbugs/ Rodents- ONLY
  8. Appliances (member will be assisted but, on a member, to pay basis only).

The services exclude maintenance (of any kind) and the costs of any materials required, which is for the client’s account.

Plumbers:

Assistance shall be provided by The Service provider to customers 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
  • Geysers, overflows and valves including; pressure control, expansion relief and vacuum breakers.
  • The costs of any materials provided by the plumber are excluded and are for the client’s own accounts.

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 Glaziers:
  • The Service provider’s assistance 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 clients account (e.g., the actual glass etc. is for the client)

Electrician:

Assistance shall be provided by The Service provider to customers 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
  • The costs of any materials provided by the electrician are excluded and are for the client’s own account.

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

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 Service provider will assist the client by arranging a locksmith but the client will be liable for the costs of such locksmith and any material provided by the locksmith
  • A garage will be deemed to be an eligible premises.
  • Office premises (Office premises – Only applicable for Office Assistance)
  • Replacing of damaged locks, padlocks and keys (Member may be assisted at their own cost) Additional services also included are:
  • Tree fellers/Bee Keepers and pest Controllers – paid for up to the incident limits only and only within day light hours.
  • Should a break in occur, security assistance and guarding services will be provided at the Member’s request. This will be for the Member’s own account.

Estimated Service Times:

Urban Areas = average response time is 35 to 80 min (from time of dispatch – 40km 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 100km) Home Assistance Terms & Conditions

  • The service is limited to 3 incidents or R2000.00 per Member per annum overall.
  • 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 member’s own account.
  • This benefit is restricted to home assistance and only applies to your primary place of permanent residence, within the Republic of South Africa and used for domestic purposes, including outbuildings.
  • Charges for any assistance arranged by any other source other than the call centre will not be reimbursed.
  • Assistance rendered includes use of standard methods only, no special machinery is covered.
  • The member will be liable for settling all additional costs, in excess of the offer limit directly toappointed Service Provider.
  • For any insurance related risk, the client will be referred to their insurance for assistance.

    Legal Advice

    Qualified lawyers, advocates and legal consultants as well as academics provide the service. The service comprises. This dynamic product which provides a comprehensive legal assistance service to the Member and his/her immediate family.

    Advice

    Members have on-going access to a 24-hour legal advisory service on any aspect of the law such as Labour law, Civil Law, Criminal law, Family law, Insurance law, child law, motor law, etc. The member is entitled to utilize the advice service as frequently as required provided that the assistance shall be furnished to the member directly and only on legal matters pertaining to the member and his business.

    Free standard legal documents

    If a member requires a purchase/sale, lease agreement, power of attorney, will, etc, we will provide these free at his or her request. The member will also be advised on the application of each of these documents and the procedures and principles that apply.

    List of documents:

    • Small claim court kit
    • Lease agreement
    • Offer to purchase
    • Standard wills
    • Sale of motor vehicle contracts
    • Acknowledgement of debt forms
    • Standard contracts of employment
    • Complaint forms of various statutory bodies (e.g., NHBRC and Ombudsman forms)

    30-minute free consultation

    This service involves a free initial 30-minute consultation should any matter require legal action. The member will then be referred to a lawyer who forms part of our national network for a direct free 30-minute consultation. After the 30-minute consultation, the member can then decide whether or not to continue with that specific lawyer’s services at a fee structure agreed to between himself and the lawyer. Such fees will be for the member’s account. The free 30-minute consultation service is available at a lawyer that is situated within the magisterial district where the member resides or the member’s business is situated. This consultation facility is limited to one consultation per matter.

    Terms and conditions of service

    • The service is provided to the member and his/her immediate family only. Immediate family means the principal Member’s spouse/partner and their biological or legally adopted dependent and unmarried children up to the age of 21 years.

    General Information

    • A network of lawyers conducts legal advice services.
    • Our telephonic legal advisors are updated on a continuous basis with changes to legislation and case law.
    • All our lawyers have more than 5 years practical experience and include very senior practitioners.
    • Legal assistance is provided in the official South African languages.
    • The lawyers on our network are categorised according to areas of specialization such as criminal, labour, property, family, etc. This ensures that an expert in respect of his/her particular case always assists a member.
    • Free 30 min consultations are held at attorneys’ premises.

    Exclusions:

    • The service is limited to personal matters only
    • Business Legal matters are excluded

    Home Drive

    There is no need to cover the many reasons not to drive under the influence, the consequences are well- known. With the Home Drive service so easily available, there is also no justification for taking a chance. Relax, have a great evening, and let Home Drive, drive you home in your own vehicle.

    Convenience Drive

    In the event where you require assistance between destinations, due to no access to a vehicle of your own, our professional team of standby drivers will fulfil your request either through our preferred method of a pre- booked event or even if the day potentially throws a curve ball.

    • Between meetings
    • An airport transfers
    • Pick up from a dealership, as your car has gone in for a service
    • Point to Point Transfers

    Either way, a driver will be there to pick you up!! Your Driver Assistance will be provided by one driver who will drive you in one of our own vehicles to your destination

    Terms & Conditions apply.

    Service Centres: maximum 50kms from city centre

    Johannesburg Pretoria Cape Town
    Durban Port Elizabeth George
    East London Nelspruit Bloemfontein
    Stellenbosch

     The benefit includes 6 trips per annum limited to a 40km radius per incident (calculated from Client Pick up point to the primary drop off destination), any additional kilometres travelled will be charged at R12.50 per km excluding VAT.

    Should the member require additional trips, the booking will be facilitated on a member to pay basis. The charge per trip will be billed at R600.00 per 40km radius and R12.50 per km thereafter and will be charged to the member’s credit card.

    Additional passengers/drop off:

    • Service is available to a valid policy holder and limited to their specified vehicle only. Up to 3 additional passengers can be transported at no cost provided that the entire trip is no longer than 40km and takes no longer than 1 hour and are ALL transported to one/main and book address.
    • An additional cost of R50.00 per additional /unplanned drop off will be charged. This needs arrangement needs to be discussed and authorised by our control centre to ensure efficient planning and upfront payment (warding off the potential threat to our drivers, when carrying cash)

    Booking times:

    • Pre-Bookings are preferred and should be arranged until 20:00pm, each day.
    • Ad hoc or in the moment requests, throughout the day and night, will be fulfilled on a best effort basis and, members should expect a potential time delay of minimum 1 hour. This may be due to team availability and capacity at the time of requests the standby team. Should any delays or incapacity to assist the member be a certainty, your incident manager will inform the member immediately
    • Services for public holidays – pre-booking should be fulfilled by 5pm on the day prior to the public holiday.

    Collection:

    At the specified time and location, the call centre will notify the client that the pick-up-driver has arrived, at which time the member will have 15 minutes to meet the driver. After the 15 minutes the call centre will notify the member that the pick-up-driver will be leaving and the trip will be cancelled. Cancellation fees will apply.

    Cancellation policy

    1. Full Rate is charged for bookings cancelled with less than 1 (One) hour cancellation notice Amending trips
    2. Amending a trip that is already confirmed will result in delays and or trip being cancelled should SPS not be available to assist at amended time

    Lead Times

    1. Out of season: At least 2 hours lead time
    2. In season, sporting events, music concerts and festivals etc: 3-day pre-booking to ensure availability
    3. Christmas period, New Year’s Eve: At least 3-day pre booking to ensure availability and works on a first come first serve basis
    4. ASAP bookings: ASAP bookings can be booked however it is on a best effort basis depending on availability of teams & time of year. There could be a delay when utilising this service

    Drive me home process

    1. Policyholder / member to contact the Service provider Call Centre
    2. The Service provider agent books the Drive Me Home service with the relevant SP via the current booking procedure
    3. Once booking is completed, SP will communicate via SMS with the policyholder / member with a “confirmation of booking” SMS – confirms pick up point, date & time
    4. Once SP has allocated a team / cab driver, the Policyholder / Member will receive a SMS confirming drivers name, telephone number & ETA.
    5. Once Driver arrives – Policyholder / Member will
    6. Receive a SMS advising the client the driver is outside the requested address.
    7. Should the client not find the vehicle the onus is on the client to contact the driver (driver number forwarded via SMS).
    8. The client is given 15 minutes grace period make use of the team, failing which the driver will cancel this trip, trip will be billed for
    9. Client arrives at destination – once the trip is completed the client will receive a CSI SMS to rate the driver & the SP’s service
    10. Cancellations and changes in booking times need to be made by the member by calling the call centre. g. Members will receive an SMS confirming their booking and the onus is on the member to check the SMS is accurate and to ensure that they receive this SMS. If the booking is inaccurate for any reason the member needs to call the call centre to amend the booking.
    11. Members may only be dropped off at the drop off point booked and may not change that destination on route. One additional drop off is allowed along the way but needs to be pre-booked with the call centre. Additional drop off fee of R50.00 per person will be charged, if the drops off are within the 40km radius.
    12. The support vehicles used by the team of drivers are typically owned by the drivers and are unbranded vehicles. These vehicles are purely support vehicles and no passengers may travel in them.
    13. Members may have up to 3 additional passengers in their vehicle when making use of the service going to the same destination with the exception of 1 additional drop off having been pre-booked. Additional drop off fee of R50.00 per person will be charged, if the drops off are within the 50km radius.
    14. No minors will be transported without the accompaniment of the member.
    15. Drivers are uniformed and carry an identity badge. The driver’s cell phone number is included in the SMS when the booking is dispatched.
    16. If a member does not receive an SMS of his/her drivers details 25-45mins before the collection time, the onus is on the member to call the call centre to follow up
    17. Drinking & driving is a serious offence and our service providers do not condone this. Our service providers cannot be held responsible if for any reason there is service delivery failure and the client chooses to drive home under the influence.
    18. Should there be a service delivery failure please do not drink & drive but make alternative arrangements to get home safely. The service delivery failure to be reported to Assist.info@digicall.co.za, the service failure will be investigated and should the service failure be the error of the service provider re-imbursement arrangements will be made to the client. p. The cost of additional trips and per km rates are subject to annual increases.
    19. The service is only available to the main member and their own vehicle. No bookings will be covered for family or friends if the main member is not present for the booking.
    20. Bookings will not be allowed for members driving rental vehicles or friends ’ vehicles.

    GENERAL PRODUCT TERMS, CONDITIONS & DEFINITIONS

     The territory is limited to the borders of South Africa including Swaziland and Lesotho a member is defined as a valid subscriber.

    Cost payable for incidents not attended to by the call centre will not be refunded.

    The Call Centre holds no contractual service level agreement with the South African Police Services, the Member’s private security and/or vehicle tracking company. Therefore, the call centre cannot be held liable for any service delivery failure, however the call centre will endeavour to manage these service providers and their service delivery will be managed on a best-effort basis.

    If you require SaferCity panic or medical you will have to push the panic button for that.