Household Emergency Assistance

When things go wrong with your home and emergency assistance is required, it’s good to know help is on hand with the new Balanced Life Home Assistance service. This service provides 24/7 assistance on home-repair requirements, including electrical, plumbing, glazier and locksmith services. For non-emergencies, such as repairs to household appliances, garden, gate motors and intercoms, simply call us and we will obtain quotes and make arrangements on your behalf.

The Home Emergency Assistance service is here to:

1. Prevent damage or further damage to your home
2. Make your home secure
3. Relieve unreasonable discomfort, risk or difficulty to you. This service provides you with 24/7 assistance on home-repair requirements including electrical, plumbing, glazier and locksmiths services. For non-emergencies (e.g. repairs to your household appliances, garden, gate motors and Intercoms) this service will still obtain quotes for you and make arrangements on your behalf for the call-out. Benefit summary:
4. Service providers are dispatched in the event of electrical, plumbing, glazier and locksmith emergency problems experienced at the member’s permanent home address
5. The service not only covers the call out fee and first hour’s labour of the service provider appointed, but also includes material and additional labour when required up to R1 000 per incident, including the call-out fee and the first hour’s labour (but excluding the cost of material and additional labour).
6. Other home services such as appliances, garden services, gate motor problems etc. are managed on a member-to-pay basis, meaning that the case manager will obtain quotes from more than one service provider available and make arrangements in terms of the call-out or appointment on behalf of the member.
7. The service is supported by a national accredited panel of specialised service providers whose workmanship is guaranteed. To speak to an advisor or to book a service provider, call the hotline on 0861 337 377.

Home Emergency Assistance

Inclusions

Electrical repairs include:

1. Distribution boards, circuits, main cables
2. Earth leakage relays
3. Geyser connections, thermostats and elements
4. Plug points causing power failures
5. General house wiring
6. Light fittings or switches causing power failures
7. Lightning strikes on wiring
8. Burnt connections
9. Connections to all electrical motors e.g. electric gate motor
10. Municipal connections inside of the property

Plumbing repairs include:

1. Visible burst water connections and pipes
2. Municipal connections inside the property
3. Blocked drains, toilets, baths and sinks
4. Geyser overflow valves (lacto and pressure release) Locksmith repairs include: Keys broken o or lost for the main entrance or exit to a house.

Exclusions: 

Electrical repairs exclude:

1. Electric gates and doors
2. Jacuzzi, swimming pool or borehole pumps
3. Air conditioners and commercial refrigeration
4. Repairs not complying with regulated specifications such as SABS and others
5. Geyser solar panels

Plumbing repairs exclude:

1. Jacuzzis, swimming pools or boreholes
2. Leak detection inspection
3. Repairs not complying with regulated specifications such as SABS or others

Locksmith repairs exclude:

1. 1. Burglary incidents
   2. Outbuildings
   3. Padlocks
   4. Safes

General Terms and Conditions

• Cases whereby the dedicated contact centre did not assess the merits of the case, nor appointed a service provider on behalf of the member, will not be considered as a valid incident after the fact and the member will not qualify for the free benefit;
• Emergency repairs outside of the domestic dwelling are not included i.e. on the premises, public buildings or outbuildings not attached to the main building, etc.
• A repair incident is considered per service category, e.g. if an electrician is called out to repair a fault on the distribution board, as well as an electrical connection, this is treated as one call out;
• The benefit period is one calendar year, and the benefit does not accumulate, but is a maximum amount per incident;
• Service guarantees vary and will be stated on the service provider’s invoice.