Our Call Centre gives you direct access to dedicated case managers and a nationwide network of accredited service providers who handle home emergencies.

Parts, repairs, ongoing maintenance, and other goods/services listed below aren't covered. In some cases, the Call Centre may choose to cover certain costs upfront on your behalf and then recover them from you afterward.

Please note: this is not an insurance product. The Call Centre does not indemnify members against any loss, liability, expense, or damage.

The Home Assistance programme supports members experiencing a Home Emergency, a sudden, unplanned event at your home needing urgent attention from a domestic tradesman to prevent or limit further damage.

Cover is limited to home emergencies at your eligible/primary residence in South Africa, used for domestic purposes (outbuildings included where relevant). Members can claim assistance for up to 3 incidents per year.

Emergency Services Notification and Call-out
On request, our Assist Call Centre will notify the Police, Traffic, Fire Brigade, Ambulance, Security, or other emergency services on your behalf.

Each case is handled on its own merits, and outcomes depend on traffic, weather, and the accuracy of the information provided (e.g. address or incident location).

Services We Arrange
Through the Call Centre, the Home Assistance programme covers the following emergency call-outs:

1. Plumbers
2. Glaziers
3. Electricians
4. Locksmiths
5. Tree Felling
6. Bee Removal
7. Pest Control, limited to Borer Beetle, Thatch Lice, Dust Mites, Cockroaches, Fleas, Fish Moths, Ants, Ticks, Bedbugs, and Rodents
8. Large White Appliances

Note: general maintenance and the cost of materials are always excluded and remain the member's responsibility.

Plumbers
We'll arrange help for:

• Visible burst water pipes or connections
• Blocked drains, toilets, baths, or sinks that are causing damage to your home
• Geyser overflows or faulty valves (Latco/pressure-release) resulting in loss of hot water or pressure issues

Not covered:

• Jacuzzis, swimming pools, and borehole pumps
• Leak-detection inspections
• Repairs that don't meet regulatory standards (e.g. SABS)
• Dripping taps or running toilets
• Replacing a burst geyser, septic tank issues, or interruptions to the water supply to your home
• Anything relating to municipal-owned infrastructure
• Materials used by the plumber (member's cost)

Glaziers
Available 24/7. We'll send a glazier to professionally replace damaged building glass, specifically:

• Broken or badly cracked windows that could allow unauthorized access to your home

Not covered:

• Materials (e.g. the replacement glass itself), member's cost

Electricians
We'll arrange help where the emergency involves:

• Distribution boards, circuits, or main cables causing complete power failure
• Faulty earth-leakage relays causing complete power failure
• Geyser connections or elements causing complete power failure
• Plug points causing complete power failure
• Light fittings or switches causing complete power failure
• Lightning damage to wiring causing complete power failure
• Multiple burnt-out connections on wiring or plugs causing complete power failure
• Connections to electrical motors (e.g. an automated gate motor) causing complete power failure

Not covered:

• Electric gates and doors
• Jacuzzis, pools, and borehole pumps
• Air conditioners and commercial refrigeration units
• Non-compliant repairs (not meeting SABS or similar standards)
• Any electrical motors
• Municipal-owned infrastructure
• Materials used by the electrician (member's cost)

Locksmiths
Covered when:

• Keys break or get lost for a main entrance/exit of the house (outbuildings included)
• Someone is locked inside the house or a room in it

Not covered:

• Burglary-related lockouts. We'll still arrange a locksmith, but you'll cover the cost of the callout and materials
• Office premises
• Replacing broken locks, padlocks, or keys (available at the member's own cost)

Tree Fellers, Bee Keepers & Pest Controllers
Available up to the stated incident limit, during daylight hours only. Each case is assessed individually based on visibility, weather, and seasonal factors.

Additional Services
If you experience a burglary, we can arrange security assistance or guarding services at your request. These are for your own account.

Large Appliances
We'll help arrange assistance for:

• Fridges
• Freezers
• Washing machines
• Stoves (only if none of the plates are working)
• Microwave ovens
• Tumble dryers
• Dishwashers

Note: this is a best-effort service, so no fixed SLA or guaranteed response time applies.

Estimated Response Times

• Urban areas: 35 to 80 minutes from dispatch (40km to 100km radius), though weekend response times may be longer
• Rural areas: 80 to 240 minutes from dispatch (beyond 100km)