The answers to the questions below are only a summary. Please refer to your Funeral Plan Policy document for exact details.
Need assistance with your funeral cover? Whether it's legal support, claims, membership details, payments, or feedback on your claim, here’s how to get the help you need.
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I need help with claiming
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For Non-Members
To access our funeral plan benefits, you’ll need to be a Scorpion member. Membership gives you access to a payout, expert assistance and other valuable benefits.
If you would like to take out a Funeral Plan with Scorpion, please chat to us through Scorpi Bot on our website.
Join Now to get a legal policy.
For Members
Please read your Funeral Policy Document, which explains how to put in a death claim.
STEP 1
Inform Scorpion of the death and get a death claim form.
You can do this by:
- Downloading the form from our website as linked above
- Emailing funeral@scorpion.biz
- Calling our contact centre on 0861 333 333
- Visiting any one of our nationwide branches
STEP 2
We will need specific documents from you in order for us to process the claim.
Please read page 2 of the death claim form for the list of documents needed.
STEP 3
Complete the death claim form.
Please make sure you complete all the details required on both pages. Incomplete details may cause a delay in the processing of the death claim benefit.
STEP 4
Submit the completed death claim form and required documents to the Scorpion Funeral Claims Department by emailing them to funeral@scorpion.biz.
If you are having problems completing the form or want someone to help you through the process, please feel free to talk to Scorpi Bot for assistance, call us on 0861 333 333 or go in to any of our branches where a Scorpion advisor will be able to assist you in person.
STEP 5
Scorpion will assess the death claim to ensure that the claim form has been completed properly and that all the documents have been received. If there are missing documents, the claims handler will advise you.
STEP 6
Payment will be made within 48 hours for a death claim that is valid and approved, and we have received all the required information and documents.
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I need help with Member’s Portal
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Member’s Portal is our members-only section – you have to be a member to access this part of the site. If you are not a Scorpion member, you will not be able to register or access Members’ Portal.
On the Scorpion Legal Protection website (www.scorpion.biz), the Members’ Portal link is located at the top right corner of the homepage (the little blue avatar icon). Simply click on this link to access the login page. From there, enter your ID number or policy number, followed by your cell number or email address. You will then receive a One-Time Pin (OTP), which you need to enter to complete your registration or login process.
What can you do in Member’s Portal?
- View your policy details, including benefits and cover limits.
- Access and download important policy documents.
- Make premium payments securely online.
- Update personal information, like contact details.
- Request assistance for legal matters.
- View payment history and update payment details.
- Access all our legal contracts and documents, plus exclusive legal contracts only available to members.
- Download your membership card for easy reference.
- Contact customer support for queries.
I am having trouble accessing Member’s Portal
We’re sorry to hear this!
To log in to the Members’ Portal, click on login on the Scorpion website. Enter either your ID number or contract number in the first block. Enter either your e-mail address or cell phone number in the second block and then click on "Submit”. Please remember that the cellphone number or e-mail address you use must be the one Scorpion has on your contract. If this has changed, please update your contact details with us first.
If you’re still not coming right, you can click here to chat to Scorpi Bot for immediate assistance. You can also click here to connect with a Scorpion LiveChat agent on Messenger for assistance. (LiveChat is available from Monday – Friday 08:00 – 16:30 and Saturdays 07:00 – 10:00.)
I am having trouble paying my premiums through Member’s Portal
We’re sorry to hear about the trouble! You can click here to chat to Scorpi Bot for immediate assistance and guidance on ways to pay your premium. You can also click here to connect with a Scorpion LiveChat agent on Messenger for assistance. (LiveChat is available from Monday – Friday 08:00 – 16:30 and Saturdays 07:00 – 10:00.)
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I need help with my membership card
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Waiting for your physical membership card? Don’t worry – you don’t need the card in hand to be an active member or to make a claim. While we do send physical cards via the Post Office, delays can happen that are unfortunately beyond our control.
You can get your digital card by chatting to Scorpi Bot here.
You can also download it through the Members’ Portal.
1. Go to Members’ Portal
Log in using your membership details.
2. Download Your Digital Card
Once logged in, your digital membership card will be saved to your profile. Click on ‘Download Membership Card’ and it will open. Save it to your phone.
3. Use It Anywhere
Show or use your digital card wherever you would have used your physical card – it’s just as valid!
Switching to a digital card is faster, more convenient, and always accessible when you need it. If you need help accessing the Member’s Portal, we’re here to assist.
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I need help with paying
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Are you struggling to pay your Scorpion premiums? You can chat to Scorpi Bot for assistance here.
You can also chat to one of our Scorpion LiveChat agents, who can help guide you through your problem, here. (LiveChat is available from Monday – Friday 08:00 – 16:30 and Saturdays 07:00 – 10:00.)
You can also call us on 0861 333 333.
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I need help with joining
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We're excited that you've decided to join! Please chat to us through Scorpi Bot to take out a funeral plan with Scorpion. You can also call us on 0861 333 333 or SMS the word 'FUNERAL' to 34453, and we’ll call you to assist with this application.
To join a Legal Policy: Click Join here below, and fill out the online application form.
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Why is Hollard Life Assurance Company Limited (Hollard) transferring its LifeWise and Scorpion funeral policies to Family Insurance (Pty) Ltd?
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- Hollard and Family Insurance as well as Hollard and Scorpion entered into a business arrangement in terms of which Hollard is the underwriter of the two funeral books of policies offered by Family Insurance trading as LifeWise and Scorpion to its customers.
- Family Insurance was subsequently granted a microinsurance license by the Prudential Authority on 8 November 2021. This means that Family Insurance can now be the underwriter of the LifeWise and Scorpion funeral books of business.
- The parties now wish to transfer the abovementioned books of business from Hollard to Family Insurance.
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Can I expect any changes with regards to policies and underwriting because of the transfer?
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There will be no changes to your policy. Your policy benefits remain secured. Policies will be transferred with all current benefits and obligations. From the date of the transfer, Family Insurance will handle the fulfilment of all the obligations in terms of the insurance policies. Until the insurance policies are transferred to Family Insurance all client benefits will be paid by Hollard. You will not be required to pay any additional premium to Hollard due to the transfer.
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When will this transfer happen?
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Family Insurance will become the new insurer once this transaction is approved by the Prudential Authority. New policies issued or policies renewed from 1 January 2024 will be underwritten by Family Insurance.
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How will the transfer happen?
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The policies will be transferred from Hollard to Family Insurance as part of a transfer of business agreement concluded between Hollard and Family Insurance. This means that Family Insurance will become the new insurer of the policies.
This proposed transfer is subject to the approval by the Prudential Authority (as required in terms of the insurance act) and has to follow a detailed regulatory process.
After approval of the proposed transfer by the Prudential Authority, Family Insurance will become the insurer of the transfer policies and provide policyholders with cover in terms of the transfer policies. All the terms and conditions of your Hollard policy will remain the same except Family Insurance will become the insurer of your policy.
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Do you have to give consent for the transfer of policies or cover?
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No. Consent by a policyholder is not required for a transfer in terms of section 50 of the Insurance Act. You may raise concerns or queries through the various complaints channels that have been provided.
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What if I do not want Family Insurance to cover my policies?
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You are allowed to make representations to Hollard, Family Insurance, Scorpion or the Prudential Authority if you have any concerns about the Proposed Transfer. These representations must reach Hollard, Family Insurance, Scorpion or the Prudential Authority by no later than 30 November 2023. The contact details are set out below. You can also cancel your policy with the underwriter at any time and arrange cover with a different Insurer.
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How do I lodge a claim? How do I make queries relating to my policy?
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All claims, queries and complaints or queries will be dealt with in terms of the process stipulated in your current policy wording. Please refer to your policy wording for more information.
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Where can I go to get more information relating to the transfer?
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For more information about the transfer process, you may contact Family Insurance, Scorpion or Hollard as follows:
Family Insurance (trading as LifeWise)
Responsible Person: Member admin team
Email: memberadmin@staylifewise.co.za
Telephone number: 080 111 1925
Website: www.staylifewise.co.za
Scorpion
Responsible Person: Member admin team
Email: admin@scorpion.biz
Telephone number: 0861 333 333
Website: www.scorpion.biz
Hollard
Responsible Person: Customer Care
Email: mypolicy@hollard.co.za
Telephone number: 0800 935 465
Website: www.hollard.co.za
Alternatively, you can also contact the Prudential Authority for details relating to the transfer. Please address your request to Samkele Mabena on Samkele.Mabena@resbank.co.za