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Essential Plan: policy terms and conditions

The Master Policy and full schedule of benefits can be requested from 1Life Insurance Limited Head Office.

1. Name and type of policyThis is a policy that provides funeral and other benefits to the policyholder, 2 spouses, up to 5 children and 9 extended family members including parents and parents-in-law.

2. Who can be covered?

3. Who is an immediate dependant?

4. What are the waiting periods on this policy?

5. When will the policy become active?

6. When will the policy come to an end?

7. What is the Burial Repatriation Benefit?

8. Does this policy have a cash value?

9. What is the maximum funeral cover I can have with 1Life Insurance Limited?

10. What is the maximum cover I can have?

11. What happens if I don’t pay a premium?

12. Premium Guarantee

13. Can I reinstate a policy which has lapsed?

14. How do I claim?All claims are to be completed and submitted to 1Life Insurance Limited for evaluation.

15. Why would a claim not be paid?1Life Insurance Limited will not honour a claim which is directly or indirectly caused by:

16. Can I make amendments to this policy?

17. How will my claim be paid?

18. What happens if I leave South Africa?

19. General Conditions

DISCLOSURES (About your Underwriter / Product Supplier)

Product Supplier: 1Life Insurance Limited
FSP Number: 24769
Registration Number: 2005/027193/06
Physical Address: Auto & General Park, 1 Telesure Lane, Riverglen, Dainfern, 2191
Postal Address: PO Box 11250, Johannesburg, 2000
Website: www.1Life.co.za
Telephone: (011) 428 1405
Compliance Officer: PO Box 11250, Johannesburg, 2000
Tel: 0860 99 99 54
Fax: (011) 489 4381
E-mail: [email protected]
Public Officer: Riaan Pretorius
The product supplier is an authorised financial services provider.
The product supplier has professional indemnity cover in place.

Products provided
The product supplier offers funeral, pure life, disability and dread disease products. These are risk products only and do not contain surrender
values.

Cooling-off period
You have 31 (thirty one) days from the date you receive confirmation that your policy has been accepted by 1Life to cancel your policy.

Queries and complaints
The product supplier will try to resolve policyholder queries and complaints in an efficient, speedy, and fair manner. We will make printed recordings of any telephone discussions (where applicable) available to the client on request.

How we handle your enquiry or complaint
STEP 1 - Contact the client services department
Should you have any complaints regarding the following, you may be requested to submit your complaint in writing together with any supporting documentation:

1. The administration of your policy, for example problems with your debit order, incorrect information on your policy schedule or complaints against the consultant that sold you the policy; or

2. Claims on your policy, for example a claim lodged is taking too long or has been repudiated.

Client services department
PO Box 11250, Johannesburg, 2000
Tel: 0860 10 51 94
Fax: 0860 10 51 97
Email: [email protected]

STEP 2 - Contact the internal dispute resolution department
If the matter is still not resolved to your satisfaction, please contact our internal dispute resolution department, the details are as follows:

Internal dispute resolution department
PO Box 11250, Johannesburg, 2000
Tel: 0860 10 54 31
Fax: 0860 10 51 97
Email: [email protected]

Contact the compliance department
Should you believe that the insurer has contravened any regulatory or statutory requirement, in that, the financial service was not rendered honestly, fairly, with due skill, care and diligence, and in the interests of you the client, please contact the compliance department.

Compliance department
Tel: 0860 99 99 54
Fax: (011) 489 4381
Email: [email protected]

STEP 3 - Contact the Long-term Insurance Ombudsman or the FAIS Ombudsman (where applicable)
Should your complaint not be resolved to your satisfaction or if we failed to timeously respond to your complaint, you may submit your complaint to the FAIS Ombudsman, or the Ombudsman for Long-term Insurance, whichever applicable.

The Ombudsman for Long-term Insurance provides consumers with a free dispute resolution mechanism. It mediates between subscribing
members such as the insurer and policyholders regarding insurance contracts.

Ombudsman for Long-Term Insurance
Private Bag X45, Claremont, Cape Town, 7735
Tel: (021) 657 5000
Fax: (021) 657 0951
E-mail: [email protected]
Website: http://www.ombud.co.za

The FAIS Ombudsman is an independent and impartial dispute resolution tribunal which investigates, considers and disposes of complaints by consumers against Financial Services Providers. For example, the way a policy was sold or how a service was provided.

FAIS Ombudsman
PO Box 74571 Lynnwood Ridge, 0040
Tel: (012) 470 9080
Fax: (012) 348 3447
Sharecall: 0860 FAISOM (0860 32 47 66)
E-mail address: [email protected]
Website: http://www.faisombud.co.za

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