ROADSIDE ASSISTANCE

he 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 roadside emergencies. The services are only applicable when the service is requested through the Call Centre. 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 you against losses, liability, expenses or damages suffered.

Vehicles up to 3500kgs

Should the member find themselves stranded because of a vehicle breakdown or an accident, the Call Centre will arrange one of the following services:

Flat Battery

The Call Centre will arrange to have the vehicle jump started. If the Call Centre cannot resolve the problem at the scene, the vehicle will be towed by an appointed Service Provider to the nearest most appropriate place of repair or safety. If the problem, can’t be solved Palmer Insurance will cover an additional km roundtrip for the value of R 4 600incl vat (from starting point to the point of dispatch).

Keys locked in Vehicle

The Call Centre will arrange to open the vehicle and retrieve the car keys. This service will be arranged up to a 60km roundtrip (from starting point to the point of dispatch). If the Call Centre cannot resolve the problem at the scene, the vehicle will be towed by an appointed Service Provider to the nearest most appropriate place of repair or safety .If the problem cant be solved Palmer Insurance will cover an additional km roundtrip for the value of R 4 600incl vat. (fromstarting point to the point of dispatch). Additional costs for repairs are not included as part of the service and are for the member’s account.

Flat Tyre

The Call Centre will arrange to have the tyre changed using the member’s spare tyre. In the event that there is no spare tyre, the Call Centre will arrange for the vehicle to be towed to the nearest approved repairer or fitment centre. If the problem, can’t be solved Palmer Insurance will cover an additional km roundtrip for the value of R 4 600incl vat (from starting point to the point of dispatch).

Run out of fuel

The Call Centre will arrange for fuel to be delivered to the member. The Call Centre will supply up to 10 litres of fuel for the member’s account. This service will be arranged up to a 60km roundtrip (from starting point to the point of dispatch) and is limited to 2 incidents per annum. Additional fuel can be arranged at the member’s cost.

Winching/Extracting Assistance

Assistance will be provided for extracting the vehicle when accidentally stuck in a ditch or other inaccessible areas, when such location is within 50 metres of a paved road or highway. This service does not include extraction when driving a vehicle off-road or on unpaved highways. Service Provider rates are charged per hour.

Mechanical and Electrical Breakdown

One Loyalty will directly cover the cost of the first 60km roundtrip. Thereafter, if applicable for any excess km required Palmer Insurance Advisors will cover an additional R 4 600 incl.

Accident Tow

One Loyalty will directly cover the cost of the first 60km roundtrip. Thereafter, if applicable for any excess km required Palmer Insurance Advisors will cover an additional R 4 600 incl.

Storage

The Call Centre will arrange for the safe storage of the vehicle overnight, public holidays or weekends where necessary. On the next working day, the vehicle will be relocated to the nearest approved dealer or repairer. Second Tows will be for the member’s account (this excludes tows that are a continuation of the first tow due to a vehicle that was towed after-hours / over weekends / public holidays).

Transmission of Urgent Messages

The Call Centre will relay messages of delay or changed arrangements to a nominated family member, employee or business colleague at the member’s request. 

Should the member find themselves stranded 100km or more from home or office because of a vehicle breakdown or an accident, the Call Centre will arrange one of the following services:

Courtesy Transport

A 24-hour, Group B rental vehicle can be arranged for the member by the Call Centre. In order to secure the booking on behalf of the member, the member needs to have a valid driver’s license and credit card.

OR

Hotel Accommodation

The Call Centre will arrange for one night’s hotel accommodation for the driver of the vehicle at one of their preferred providers in the area.

Roadside Assistance Terms and Conditions

• Services will only be rendered to validated members.
• Roadside assistance services are only available in the event that the breakdown or accident occurs in South Africa, Lesotho or Swaziland. The Call Centre will not refund breakdown or accident assistance charges for incidents that occur in any other country.
• The service only extends to the towing of one vehicle and not a trailer, boat or caravan. Multiple tows (e.g. where you need a trailer, boat or caravan towed) will be for the member’s account. Second Tows will be for the member’s account (this excludes tows that are a continuation of the first tow due to a vehicle that was towed after-hours / over weekends / public holidays).
• Mechanical Breakdown services are offered whether the vehicle breaks down at home, the office or on the road.
• Battery replacement costs are for the member’s account
• Limited to South African territory only
• The additional per kilometre rate is subject to change in accordance with fuel price fluctuations.
• All services must be authorised, arranged and managed by the Call Centre. Any costs incurred through arrangements made by the member without prior authorisation from the Call Centre fall outside of the benefit entitlement.
• In the event of a mechanical or electrical breakdown, the vehicle is to be towed to the nearest franchised dealer or repair centre from the scene of the breakdown per the limits specified.
• A member will only be entitled to courtesy transport and overnight accommodation benefits if the vehicle was towed by the service provider and when the member is more than 100 km away from his/her permanent place of residence/office.
• 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 the engine catches fire, or where impact with a pothole, kerb or pavement results in damage 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 of the accident being caused by mechanical failure, and in essence where the vehicle under these descriptions is non-driveable, the incident will be considered to be an accident.
• In the event of an accident, the vehicle is to be towed to the nearest insurance approved motor body repairer (MBR) from the scene of the accident.
• The member will be liable for any costs related to the breaking of window glass should there be no other way to gain access to the vehicle to tow.

Exclusions

• Vehicles not in a roadworthy condition.
• If the total mass of the vehicle exceeds 3500kgs (including the load on board) a more suitable towing vehicle will be needed and as such the member or driver will be liable for additional tow cost attributed to the towing. This is payable to the Service provider at the time of incident. (Unless specified)
• Taxicabs and limousines, Recreational Vehicles (RVs), camping trailers, travel trailers, or any vehicles in tow
• Service for any trailer which must be separated from the truck tractor.
• Service to vehicles with expired safety inspection sticker(s), license plate sticker(s), and/or emission sticker(s) where such stickers are required by law.
• Vehicles located at storage facilities.
• Cost of parts, replacement keys, replacement tyres, batteries, fluids, lubricants, cost of installation of products, materials, toll fees, and any additional labour relating to towing.
• Any fees relating to the dismount/mounting of a drive shaft.
• Tyre repair.
• Tyre replacement at any location other than a roadside disablement site.
• Cost of the replacement tyres and its installation.
• Any and all taxes, tolls or fines.
• Non-emergency towing or other non-emergency service including but not limited to mounting or removing of any tyres, snow tyres, off-road tyres, chains or similar items.
• Shovelling snow from around a vehicle.
• Service when a vehicle is snowbound in unploughed areas such as snow banks, snowbound driveways or curb side parking.
• Damage or disablement due to flood, fire, or vandalism.
• Vehicles located at a place of repair
• Service on a vehicle that is not in a safe condition to be towed or serviced or that may result in damage to the vehicle if towed or serviced.
• Towing done by other than a licensed service provider, vehicle storage charges or a second tow for the same disablement.
• Towing or service on roads not regularly maintained, such as sand beaches, open fields, forests, and areas designated as not passable due to construction, etc.
• Towing at the direction of a law enforcement officer relating to traffic obstruction, impoundment, abandonment, illegal parking, or other violations of law.
• Towing for the purpose of disposal (e.g. salvage facility).
• Towing of a vehicle off a boat dock or marina unless such facilities are used for intermodal and ocean freight purposes.
• Transportation for the member to the vehicle for a service or from the vehicle to another destination after the service has been rendered.
• Services may not be requested from a dealer or repair facility.
• Service will not be rendered in the event of emergencies resulting from the use of intoxicants or narcotics, or the use of the vehicle in the commission of a crime.
• Repeated service calls for a vehicle in need of routine maintenance or repair.
• Services received independently without prior authorization.

The service provider does not refund:

• Labour, overtime or cellular-phone charges, toll-gate fees, call-out fees, weekend levies, storage charges, hitching/salvage/recovery (defined as an insurable risk related to accessing the vehicle) fees and the cost of spare parts.
• Repair charges
• Charges for assistance rendered by a private person or any service provider unless that service provider is appointed by the Call Centre.
• Charges for assistance required due to participation in a motorised-sporting event.

The following benefits are on an access only basis. These services include:

Emergency telephonic advice and information – 24/7
Referrals to medical practitioners and facilities
Liaison with next of kin to keep them informed

In addition to the general medical advice service, medical operators will guide a person through a medical crisis situation involving the member. The member will receive emergency advice or have the necessary support organised, by utilising the 24-hour Contact Centre.

This service includes referrals to Crisis lines in case of :

• Poison Hotline – In House
• Suicide Hotline – Lifeline
• Rape and HIV Counselling
• Family and Domestic Abuse
• Child Abuse
• Bereavement Counselling

For the member’s medical aid or own account.
Emergency medical response to the scene of an incident.
Emergency medical transportation to the nearest appropriate medical facility.
Please note: Medical Assistance is only valid for emergencies within the borders of South Africa

(Domestic Policies Only)

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. The services are only applicable when the service is requested through the Call Centre. 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 you 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 the first hour call-out and labour per incident for 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. Beekeepers
7. Pest Controllers – Borer Beetle /Thatch Lice/ Dust Mites/ Cockroaches /Fleas Fish Moths/ Ants/ Ticks / Bedbugs/Rodents- ONLY

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 were 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 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

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/Bee Keepers and Pest Controllers

Facilitated up to the incident limits only and only within day light 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.

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

(Domestic Policies Only)

The exciting and innovative Palmer Insurance Mobile App will enhance members overall experience with Palmer Insurance Brokers. There are several exciting functions, packaged into a futureproof app to ensure client service excellence!

• Seamless access to all value-added services including detailed information of the product cover.
• Additional cover can be requested via the app or a request can be lodged to remove risk items.
• A built-in panic button to push in case of a roadside emergency to alert the Call Centre to call the member back and arrange immediate assistance.
• Members will be able to lodge a claim on the app for these claim types:
• Home and Building Content
• Geyser
• Motor Theft
• Motor Accident
• Glass Damage
• Personal items (e.g. Jewellery, Cell Phone and Keys.)
• Damaged or Lost Goods
• Vehicle and Motorcycle Pre-inspection – the member will be able to take photos of the vehicle/bike, scan the vehicle/bike licence disc to capture the relevant details e.g. make, model and derivative as well as scanning the driver’s licence disc to decrypt the driver’s details. The full pre-inspection detail will be date and time stamped and signed by the member (digitally) before sending it through to Palmer’s office via email to assess.
• Home Pre-inspection – the member will be able to take photos of the household items, per room and capture item values. The full pre-inspection detail will be sent through to Palmer’s office via email to assess.
• The app has a built-in accident manager to assist the member to capture all the relevant information at the scene of the incident. This includes capturing third party details through the vehicle licence disc and driver’s licence disc scanning functionality, witness details, road conditions, geo-location, photos of the scene and more.
• Secure registration process with One Time Pin sent to the member’s phone.
• An integrated online web portal compatible on tablets, laptops and PC’s, and many more features.