Applicable to Scorpion Funeral Plan members only.
Change of Underwriter
Effective from 1 January 2024, the underwriter of the Scorpion Funeral Plan is changing from Hollard Life Assurance Company Limited (Hollard) to Family Insurance (Pty) Limited (Family Insurance).
Below are the documents relating to the change of underwriter:
Funeral Plan Policy Document Updates, effective from 1 January 2024.
4.1 WAITING PERIODS
- The Waiting Periods in respect of an Insured Person commences on the Start Date of this policy or the date on which the relevant Insured Person becomes entitled to cover in terms of this policy. The Start Date is the date that Scorpion receives the first premium.
- Should cover in respect of an Insured Person be terminated and subsequently restarted the Waiting Periods will commence from the date that cover is restarted unless waived in writing by Hollard.
- Should cover in respect of an Insured Person be terminated and subsequently reinstated then from the date that cover is reinstated and unless waived in writing by Hollard a waiting period will apply to any claim where the cause is either due to natural causes, suicide or self- inflicted injury and the cause of the claim is not specifically excluded for the Period of Insurance. Where a Waiting Period was still applicable prior to the policy lapsing and been reinstated, the balance of any such Waiting Period will continue to apply after the reinstatement.
- Should additional benefits be applied for in respect of an Insured Person and be added to the policy, the Waiting Periods will apply in respect of the additional benefits from the Inception Date of increased cover.
- There will be no Waiting Period for new born children, as long as he/she is added within 60 (sixty) days of birth and the policy is older than the Waiting Period.
- No Waiting Period applies for death as a result of an accident. Cover for Accidental Death commences from the Start Date of this policy.
- In the event of an Insured Person dying before the Start Date or dying as a result of an Accident that occurred before the Start Date, there will be no benefit payable.
- The Waiting Periods that are applicable for certain causes of death are specified below.
4.1 WAITING PERIODS
- The Waiting Periods in respect of an Insured Person commences on the Start Date of this policy or the date on which the relevant Insured Person becomes entitled to cover in terms of this policy. The Start Date is the date that Scorpion receives the first premium.
- Should cover in respect of an Insured Person be terminated and subsequently restarted (break in cover), the Waiting Periods will commence from the date on which the first premium is received, after the date of the restart, unless waived in writing by Family Insurance.
- Should cover in respect of an Insured Person be terminated and subsequently restarted (break in cover), then from the date that cover is restarted, and unless waived in writing by Family Insurance, a waiting period will apply to any claim where the cause of death is either due to natural causes, suicide or self-inflicted injury, and the cause for the claim is not specifically excluded for the Period of Insurance.
- Should additional benefits be applied for in respect of an Insured Person and be added to the policy, the Waiting Periods will apply in respect of the additional benefits from the Inception Date of increased cover.
- There will be no Waiting Period for new born children, as long as he/she is added within 60 (sixty) days of birth and the policy is older than the Waiting Period.
- No Waiting Period applies for death as a result of an accident. Cover for Accidental Death commences from the Start Date of this policy.
- In the event of an Insured Person dying before the Start Date or dying as a result of an Accident that occurred before the Start Date, there will be no benefit payable.
- The Waiting Periods that are applicable for certain causes of death are specified below
5.16 STARTING YOUR POLICY AGAIN
- If your policy has been cancelled due to non-payment of premiums, you will be allowed to reinstate this policy within a maximum of 3 (three) months from the date that the last premium was due, and subject to the grace periods specified in clause 5.8 above.
- Reinstatement of this policy is subject to a written or telephonic instruction by you.
- On reinstatement, no premiums are payable for the period from the expiry of the grace period to the date of reinstatement.
- On reinstatement your grace period will start over again, with a minimum of 3 (three) months.
- On reinstatement no new Waiting Periods will be imposed. However, if the policy was cancelled during the Waiting Period, the remaining Waiting Period will commence from the date of reinstatement.
- No benefits will be paid for the period from the expiry of the grace period to the date of reinstatement.
5.16 STARTING YOUR POLICY AGAIN - terminology no longer used, refer to clause 4.1 Waiting Periods
5.23 REJECTION OF CLAIM AND TIME BAR
- If Hollard, via Scorpion, declines liability for a claim made in terms of this policy, voids this policy, or if there is a dispute regarding the amount of the claim, representation may be made to Hollard within 90 (ninety) days (the “representation period”) of the date of your receipt of the letter of rejection or avoidance. Representation must be submitted in writing to:
Claims queries
Hollard Funeral Claims Manager
PO Box 87419, Houghton, 2041
Fax: 011 351 8013. Tel: 0860 333 664
Email: Directfuneral@hollard.co.za
Customer Service queries
Hollard Funeral Customer Service Manager
PO Box 87419, Houghton, 2041
Fax: 011 351 8013. Tel: 0860 333 118
Email: Customerservice@hollard.co.za
5.22 REJECTION OF CLAIM AND TIME BAR
- If Family Insurance, via Scorpion, declines liability for a claim made in terms of this policy, voids this policy, or if there is a dispute regarding the amount of the claim, representation may be made to Family Insurance within 90 (ninety) days (the “representation period”) of the date of your receipt of the letter of rejection or avoidance. Representation must be submitted in writing to:
Claims queries
Family Insurance Claims Department
PO Box 3294, Florida, 1710
Email: claims@familyinsure.co.za
Tel: 011 472 2020 or Toll Free 080 111 1925
Customer Service queries
Family Insurance Customer Care Department
P O Box 3294 Florida, 1710
Email: customercare@familyinsure.co.za
Tel: 011 472 2020 or Toll Free 080 111 1926
COMPLAINTS PROCEDURE
If you have a complaint about this policy:
- First try and resolve it with Scorpion as stated in the information provided to you with your Policy Benefit schedule.
- If the matter cannot be resolved, you may lodge a complaint with Hollard Life Assurance Company Limited. Hollard’s complaints policy and procedures can be found at www.hollard.co.za, alternatively you may contact Hollard’s complaints department and the Compliance Officer at:
Complaints email: mycomplaint@hollard.co.za
Compliance email: compliance@hollard.co.za
- Complain to Hollard’s Office of the Internal Adjudicator (OIA)
If you are still unhappy with the Hollard complaints department’s outcome after their review, you may email Hollard’s independent OIA. The OIA will provide an independent, objective and fair investigation of your complaint. Please send all your documentation to:
Email: lifeoia@hollard.co.za, Tel: 011 351 5652. Fax: 011 351 0801.
- If the matter is not resolved to your satisfaction by Hollard, you may submit the complaint to the Ombudsman, as detailed earlier in this document.
COMPLAINTS PROCEDURE
If you have a complaint about this policy:
- First try and resolve it with Scorpion as stated in the information provided to you with your Policy Benefit schedule.
- If you feel that your complaint has still not been satisfactorily resolved despite the above then contact the Family Insurance (Pty) Limited Customer Care Department at: Address: PO Box 3294 Florida, 1710. Email: customercare@familyinsure.co.za. Tel: 011 472 2020 or Toll Free 080 111 1925.
- If you are still unhappy with the Family Insurance Customer Care department’s outcome after their review, you may contact Family Insurance FAIS Compliance Officer at: at PO Box 6144, Weltevreden Park, 1715. Tel: 011 534 8701. Email: faiscompliance@familyinsure.co.za.
- If the matter is not resolved to your satisfaction by Family Insurance, you may submit the complaint to:
-the Ombudsman for Long-Term Insurance: www.ombud.co.za – refer to 5.22 for full details; or
-the FAIS Ombudsman: PO Box 41 Menlyn Park, 0063, Tel: 012 762 5000, Share Call number: 086 066 3274. E-mail: info@faisombud.co.za, Website: www.faisombud.co.za.
The timelines and procedure for lodging complaints can be found on their websites
MATTERS OF IMPORTANCE
- You must accurately, fully and properly disclose all material facts. All information provided by you or on your behalf is your own responsibility. You need to be satisfied with the accuracy of any transaction submitted by anyone on your behalf.
- If you feel that the policy or the manner in which the policy was sold does not meet legal requirements, or if you are not happy about the information received, please write to:
The Compliance Officer
Hollard Life Assurance Company Limited
PO Box 87419, Houghton, 2041
Email: compliance@hollard.co.za
- You must not sign any incomplete or blank documents. No person may request or insist that you do so.
MATTERS OF IMPORTANCE
- You must accurately, fully, and properly disclose all material facts. All information provided by you or on your behalf is your own responsibility. You need to be satisfied with the accuracy of any transaction submitted by anyone on your behalf.
- If you feel that the policy or the manner in which the policy was sold does not meet legal requirements, or if you are not happy about the information received, please write to:
The Compliance Officer
Family Insurance (Pty) Ltd
PO Box 6144, Weltevreden Park, 1715
Email: faiscompliance@familyinsure.co.za
You must not sign any incomplete or blank documents. No person may request or insist that you do so
About the Insurer
Hollard Life Assurance Company Ltd. (Reg. No. 1993/001405/06) is a Licensed Life Insurer and an Authorised Financial Services Provider.
Hollard Life Assurance Company Limited,
PO Box 87419, Houghton, 2041
Toll Free Number: 0800 601 016 (office hours)
Fax Number: 011 351 3818
About the Insurer
Family Insurance (Pty) Ltd. (Reg No 1998/012373/07) is a Microinsurer licensed to conduct life microinsurance business and an authorised financial services provider (FSP15959).
PO Box 3294, Florida, 1710
Toll Free Number: 080 111 1925 (office Hours)
Tel Number: 011 472 2020
Should you not be able to reach Scorpion in order to submit the death claim form and documentation, you may send it to the Insurer at claims@familyinsure.co.za