| Easy quick reference guide

easy
Quick Reference Guide

Quick reference guide

Introduction
This document contains contact details, disclosures and other important information to ensure you always have all the
information you need. Please keep this document together with your policy wording and policy schedule. This document
does not form part of your policy.

This policy could have been sold to you in two ways:

1. By a Hollard internal call centre or directly via the internet. This means Hollard is both the insurer and the financial
services provider.
2. By an intermediary. This means that Hollard approved another financial services provider to market and sell our
products.

About the intermediary

If an intermediary (broker) sold this policy to you, the intermediary may receive commission from Hollard. The commission
amount is set out in your policy schedule.

The intermediary must make certain disclosures at the earliest reasonable opportunity about themselves as well as
about the insurer. For your convenience, please find below the required information on the insurer.

About the insurer

The insurer is The Hollard Insurance Company Limited (Registration number 1952/003004/06). Hollard is a registered
insurer and authorised financial services provider. Hollard is a public unlisted company and has Professional Indemnity
insurance and Fidelity Guarantee insurance in place. Hollard receives your premium and is responsible for claims.

You can contact us on the below contact details:

Postal address Physical address Hollard Head Office

PO Box 87419 Hollard Villa Arcadia Tel: 011 351 5000

Houghton 22 Oxford Road Fax: 011 351 5001
2041 Parktown Web: www.hollard.co.za
2193

Contact details for this policy

There are dedicated telephone numbers and email addresses if you need to contact us for any of the following:

asking our permission where the policy refers to it, for example before towing your car
general queries
making changes to your policy
claiming under your policy
complaining about our service or your policy
general queries
emergency assistance, for example roadside assistance or home emergency assistance
cross-border services offered under the Off-road bundle in the Car section of your policy
other assistance benefits, for example Road Accident Fund recoveries or HIV & Trauma counselling services.

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Quick Reference Guide

Email addresses

General: easypolicyservices@hollard.co.za
Claims: easyclaims@hollard.co.za
Complaints: easycomplaints@hollard.co.za

Helpline numbers

Direct policyholders: 0860 123 EASY (0860 123 3279)

Policyholders via intermediaries: 0860 321 EASY (0860 321 3279)

When you call our Helpline, please follow the prompts and select the reason for your call.

Off-road bundle

Cross-border services: 010211 5720

Panic SOS number

Please set this number as a speed dial on your cell phone *120*880*4844#

How to claim
Please contact us on the contact details given above if you want to make a claim. You can also contact your intermediary
(if applicable). Your policy wording sets out the claims process under the Claiming under this policy section. This process
applies to most of the cover sections you could choose from. Please note that some cover sections may have additional
requirements, or completely different requirements. If there are different or additional claim requirements this will be
set out under the applicable cover section.

You must make sure that you follow the claims process carefully and send us all the information we ask for. You may lose
your right to claim if you do not follow the claims process.

How to resolve complaints

We hope that you never have reason to complain, but if you do we will do our best to work with you to resolve it through
the following process. Please contact us on the applicable contact details given above.

General complaints
Step 1: Speak to one of our customer care specialists or email us on easycomplaints@hollard.co.za.
Step 2: If required, ask to speak to a claims or administration manager to further discuss your concerns.
Step 3: If, after speaking to a manager, your complaint is not yet resolved, you can take the matter further by
writing to our internal dispute resolution committee. Your concerns will be investigated by a person with
full authority to deal with the complaint and we will inform you of the outcome within 15 working days of
receiving your letter.

Rejected claims
If we do not accept a claim made in terms of this policy, cancel this policy or if you dispute the amount of the claim, you
may request us to review our decision. We will only review our decision if you send us a written request to review within
90 days (the representation period) of the date that you receive our rejection letter.

Complaining to the Ombudsman

In the unlikely event that your concerns are not resolved to your satisfaction by the internal dispute resolution committee,
you may contact the Ombudsman for Short-term Insurance. The Ombudsman is an independent office appointed to
make independent and fair decisions.

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Quick Reference Guide

The Ombudsman for Short-term Insurance

PO Box 32334
Braamfontein
2017

Tel: 011 726 8900

Fax. 011 726 5501
Email: info@osti.co.za
Web: www.osti.co.za

Complaints about how this policy was sold

If you are not happy about this policy, the manner in which it was sold or the advice received, please write to The
Compliance Officer on the Hollard contact details provided above.

Alternatively you may also contact The Office of the Ombud for Financial Services Providers (FAIS Ombud).

The FAIS Ombud

Sussex Office Park
Ground Floor, Block B
473 Lynnwood Road (Cnr Lynnwood Road & Sussex Ave)
Lynnwood
0081

Phone: 012 762 5000

Fax: 086 764 1422
Email: info@faisombud.co.za
Web: www.faisombud.co.za

Taking legal action

If you are not satisfied with the outcome of the complaint, you may also take legal action against us. To take legal action,
you must instruct a lawyer to give a document to the sheriff of the court, who must serve the document on us. This is
called serving a summons on us. Summons must be served on us within 180 days of the expiry of the representation
period. If this is not done in time, you will lose your right to claim and we will no longer be liable for the claim.

You may also choose to take legal action against us without first requesting us toreview our decision or to contact the
Ombudsman for Short-term Insurance. If you decide to do this, summons must be served on us within 270 days of the
date that you receive our rejection letter. If you take legal action against us before contacting the Ombudsman, you can
only approach the Ombudsman for assistance afteryou have withdrawn the summons against us.

About Sasria
The special risks insurer is Sasria SOC Limited (Registration number 1979/000287/06), also known as Sasria (South
African Special Risks Insurance Association). Sasria is an authorised financial services provider.

Sasria provides insurance for special risks including riots, strikes, terrorism, civil commotion and public disorder. Please
refer to the Sasria policy wording at the end of your General terms and conditions document for a full description of the
cover provided and exclusions.

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Quick Reference Guide

Sasrias contact details are:

Postal address Physical address

PO Box 653367 36 Fricker Road

Benmore Sandton
2010 2196

Tel: 011 214 0800 or 0861 727 742

Fax: 011 447 8630
Web: www.sasria.co.za

Compliance officer: The Compliance Officer

Email address: contactus@sasria.co.za

Complaints: complaints@sasria.co.za
Claims: Please submit all claim documentation to Hollard

About the administrators

Hollard appointed the following administrators to perform certain functions on our behalf.

SMART Scratch & dent cover under the Car section of your policy
Hollard appointed Small Area Repair Technology Underwriting Managers (Pty) Ltd (SMART) to perform certain binder
functions on our behalf. These binder functions are regulated in terms of Sections 48A and 70 of the Short-term Insurance
Act 53 of 1998 and are set out in a written binder agreement between Hollard and SMART. The binder function is settling
claims and includes:

assessing scratch & dent claims

processing and settling scratch & dent claims

Hollard pays SMART a binder fee as set out in your policy schedule for performing the abovementioned functions.
SMART is an authorised financial services provider. SMART has Professional Indemnity insurance and Fidelity Guarantee
insurance cover in place.

You must first submit your claim for a Scratch and dent claim under the Car section of your policy with Hollard. If you
have any queries after you submitted your claim with Hollard, you may contact SMART directly on the details below.

Postal address Physical address

PO Box 265458 86 General Hertzog Road

Three Rivers Rivers Edge Office Park
1935 Three Rivers
1935

Tel: 086 010 3319

Fax: 016423 7032
Web: www.smartuma.co.za
Complaints: info@smartuma.co.za

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Quick Reference Guide

Europ Assist Claims under the Legal section of your policy

Hollard appointed Europ Assistance Worldwide Services (South Africa) (Pty) Limited (Europ Assist) to perform certain
binder functions on our behalf. These binder functions are regulated in terms of Sections 48A and 70 of the Short-term
Insurance Act 53 of 1998 and are set out in a written binder agreement between Hollard and Europ Assist. The binder
function is to settle claims and includes:

Assessing legal claims

Processing and paying your claim
Forwarding all potential rejections to the insurer

Europ Assist may not reject claims and may not cancel your policy. This may only be done by Hollard.

Hollard pays Europ Assist a binder fee as set out in your policy schedule for performing the abovementioned functions.
Europ Assist is an authorised financial services provider. Europ Assist has Professional Indemnity insurance and Fidelity
Guarantee insurance in place.

After you submit a claim with Hollard, Europ Assist will assist you with any queries on Legal claims under the Legal
section of your policy. Please contact them on:

Postal address Physical address

Private Bag X20 Valley View Office Park

Weltevredenpark 680 Joseph Lister Road
Johannesburg Constantia Kloof Ext 31
1715 1709

Tel: 011991 9000

Web: www.europassistance.co.za
Complaints: complaints@europassistance.co.za

Claim Expert Claims under the Identity theft & assistance section of your policy
Hollard appointed Usquared Financial Services Pty Limited, trading as Claim Expert (Claim Expert) to perform certain
binder functions on our behalf. These binder functions are regulated in terms of Sections 48A and 70 of the Short-term
Insurance Act 53 of 1998 and are set out in a written binder agreement between Hollard and Claim Expert. The binder
function is to settle claims and includes:

Assessing identity theft claims

Processing and paying your claim
Forwarding all potential rejections to the insurer

Claim Expert may not reject claims and may not cancel your policy. This may only be done by Hollard.

Hollard pays Claim Expert a binder fee as set out in your policy schedule for performing the abovementioned functions.
Claim Expert is an authorised financial services provider. Claim Expert has Professional Indemnity insurance and Fidelity
Guarantee insurance in place.

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Quick Reference Guide

After you submit a claim with Hollard, Claim Expert will assist you with any queries on Identity theft claims under the
Identity theft & assistance section of your policy. Please contact them on:

Postal address Physical address

Attention: Claim Expert Attention: Claim Expert

PO Box 61272 Trifecta Capital House
Marshalltown 31 Beacon Road
2107 1708

Complaints: compliance@claimexpert.co.za
Please call our Helpline and select the reason for your call. Your call will be routed directly to Claim Expert.

Direct policyholders: 0860 123 EASY (0860 123 3279)

Policyholders via
intermediaries: 0860 321 EASY (0860 321 3279)

Combat insurance fraud

Fraud affects the insurance industry as a whole. It increases claims costs, which in turn increases premiums. It is also a
criminal offence and punishable by law. We are committed to preventing fraud. If you suspect any fraudulent activity you
can report it on the following contact details:

Email: insurance@fraudline.co.za
Call: 0860 00 25 26
SMS: 32269 (standard rates apply)

About your policy

This is a Short-term Insurance Personal Lines policy. Please refer to your policy wording and policy schedules for the
following information:
the complete nature and extent of cover;
your premium payment responsibilities, manner and frequency thereof, and the consequences of non-payment
of premium;
remuneration, commission, fees and incentives paid to your intermediary (if applicable);
special conditions, exclusions, excesses or restrictions; and
how to cancel your policy.

Matters of importance
All material facts must be accurately, fully and properly disclosed by you. All information provided by you or on
your behalf is your own responsibility.
Misrepresentation, incorrect information or non-disclosure by you of any material facts or circumstances may
impact negatively on any claims arising from your insurance contract.
The application form, policy schedule, benefit section and the policy wording must be read as one document.
If you feel that the policy does not meet legal requirements, please submit your complaint in writing to us on the
details given above.
You must be informed of any material changes to the information provided above.
If the information above was given to you verbally, it must be confirmed in writing within 30 days.
Do not sign any incomplete or blank documents. No person may request or insist that you do so.
Complete all forms in ink, keep all documents handed to you and make notes of what is said to you.

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| Emergency assistance

easy
Emergency Assistance

Emergency Assistance
Your Emergency assistance section tells you the types of emergency assistance services that are available to you.

1. Introduction
The following emergency assistance benefits are designed to help you when you are faced with unexpected
incidents.
These services are available 24 hours a day, 365 days a year.
Important: You must always call our Helpline number set out in the Quick reference guide for assistance. If
you do not, then all costs will be for your account.

2. Accident emergency assistance

If the car or motorbike insured with us under this policy is involved in an accident and requires towing, we will
appoint a towing operator to tow your car or motorbike to the closest approved repairer or place of safety.
2.1 Specific conditions
The following conditions apply to the accident emergency assistance:
Your car or motorbike must be insured with us under this policy for Comprehensive or Limited cover.
You must call our Helpline if your car or motorbike is involved in an accident to arrange for towing.
You must also submit a claim under the Car or Motorbike section of this policy by calling our Helpline
number and selecting the claims option.
If you do not call our Helpline to arrange the towing, all the costs will be for your account. These
towing costs can be quite costly so it is important to call our Helpline.
2.2 Windscreen and glass claims
We will replace or repair accidentally damaged glass in any fitted windows of your car. Fitted windows
include the windscreen, rear window and side windows. Please call our Helpline number and select the
Glass claims option. We will capture your claim and send out a service provider to you.

3. Roadside emergency assistance

The roadside assistance benefits are applicable if you are stranded within the borders of South Africa because of
mechanical or electrical breakdown.
3.1 Specific conditions
The following conditions apply to the roadside emergency assistance:
We only cover the call-out and first-hour labour charges. Further labour charges are for your account.
The cost of materials, parts and fuel are for your account.
If the call centre is unable to verify your policy, we will not pay for any costs. If we verify your policy
details at a later stage, we will pay you back the call-out and first-hour labour charges.
This service is limited to three breakdown towing incidents and any three other roadside assistance
benefits for every continuous 12 month period.
Any further assistance required will be for your account.

3.2 Breakdown towing service

If your car or motorbike breaks down and requires towing, we will appoint a towing operator to tow your
car or motorbike to either the nearest place of safety or nearest approved repairer. In the event of a tow
taking place after hours, your car will be stored in a safe place until office hours.

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Emergency Assistance

3.3 If you ask us to tow your car somewhere else

You may also ask us to tow the car or motorbike to a different repairer if the nearest approved repairer is
not to your liking.

We will only pay for the distance that we would have paid, had we towed your car or motorbike to
the closest approved repairer.
If the distance is the same or closer than the closest approved repairer, we will pay for the tow.
If the distance is further than the closest approved repairer, the costs for the extra distance will be
for your account.

3.4 Flat tyre assistance

If your cars spare tyre is inflated and usable, it will be installed to replace a flat tyre. When a spare tyre is
not available, towing will be provided under the Breakdown towing service benefit.

3.5 Battery jump-start

If the battery of your car or motorbike is not working, we will appoint a service provider to jump-start your
car or motorbike. If we are unable to jump start the car or motorbike, towing will be provided under the
Breakdown towing service benefit.

3.6 Car lockout service

If your cars keys are locked inside the car, we will appoint a locksmith to unlock your car. If the locksmith
is unsuccessful, towing will be provided under the Breakdown Towing benefit.

If your keys are lost or stolen, we will appoint a towing operator to tow your car or motorbike to either the
nearest place of safety or nearest approved repairer. You must then claim under the Additional benefit,
Keys and remote control units under the Car or Motorbike section of this policy.

3.7 Emergency fuel delivery

If your car or motorbike runs out of fuel, a limited supply will be delivered, to enable you to reach the
nearest service station. The fuel cost will be for your account. You can pay this either by cash or card, please
tell the call centre agent of your preferred payment method.

3.8 Trip interruption benefits

If your car or motorbike breaks down more than 100 kilometres from your home and a repair facility keeps
a car overnight, we will arrange and pay for a rental car, or for overnight accommodation up to a limit of
R500. We will not pay for both.

a. Car hire
Renting a car will get you to your destination or place of residence, if you do not wish to spend the
night while your car or motorbike is being repaired.

You must qualify for a rental car in terms of the car rental companys general terms and conditions.
Note that all car rental companies require a valid credit card to be able to provide the car.

We will pay the rental charges of an entry level car (as defined by the car rental company),
including delivery/collection charges of the hired car. We will not pay for fuel and toll fees.

b. Accommodation
We will pay accommodation at a facility nearest and most convenient to the area of the breakdown.

c. Car delivery
Once your car or motorbike has been repaired after a trip interruption, we will arrange to collect
your car or motorbike and return it to the address that you told us about. The towing cost of the
first 100km is covered by us and any additional costs will be for your account.

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Emergency Assistance

4. Home emergency assistance

The home emergency assistance service provides you with assistance when you are involved in a home emergency.
A home emergency is any sudden, unexpected and unforeseen event that requires the urgent services of a
domestic service provider to:

ensure the safety of your home and the safety of the occupants of your home; or
to limit or prevent further damage to your home.

4.1 Specific conditions

The following conditions apply to the home emergency assistance:

We will only cover home emergencies at your home within South Africa.
We only cover the call-out and first-hour labour charges. Further labour charges are for your account.
The cost of materials and parts are for your account. For example, if a windowpane is replaced we
will pay the labour but you will have to pay for the glass. The cost of certain items could be covered
elsewhere in this policy, for example if your geyser is covered under the Buildings or Home contents
section of this policy.
This service is limited to five incidents for every continuous 12 month period.
Any assistance after five incidents, or assistance for non-emergencies, are for your account.
An incident is considered per service category. For example 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 incident.

4.2 Mobile notification of your call

We will send you an SMS to your cell phone to update you on your case. We will send you the following
information:

Name of your case manager.

Reference number. You must always quote your reference number when you call in.
The details of the service provider that we appointed, as well as the estimated time of arrival.
If any changes are made to the case, for example if we appoint a different service provider.
If there is a shift change, we will send you the name of your new case manager.

4.3 Plumbing failures

We will appoint a service provider to assist you with the following plumbing problems:

Burst geysers
Burst water pipes and connections
Faulty taps, mixer units and toilet cisterns
Opening of drains
Valves, elements, thermostats and vacuum breakers
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

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Emergency Assistance

4.4 Electrical failures

We will appoint a service provider to assist you with the following electrical problems:

Distribution boards, circuits, mains cables causing power failure

Earth-leakage relays causing 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
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

4.5 Glass breakage

We will appoint a service provider to assist you with incidents of breakage to existing fixed glass, for
example home windows and glass doors. This includes badly cracked window panes that could result in
unauthorised access to your home.

4.6 Locksmith requirements

We will appoint a service provider to assist you with the following:

Opening of door locks to a main entrance of your house if your keys are locked inside the house.
Replacing of door locks to a main entrance of your house if your keys are lost or stolen.
Opening of door locks to any room within the house if a person is locked inside.

4.7 Other services

We will appoint a service provider to assist you with the following other services:

Tree fellers, bee keepers and pest controllers. We will only provide these services during daylight
hours and only because of an emergency.
Security guards. If you have a break-in at your home or if the security of your home is breached,
we will arrange for security assistance and security guards to protect your home. The cost for these
services will be for your account, unless covered elsewhere under this policy.

4.8 Emergency services

We will notify emergency service providers of your emergency if you ask us to, for example:

South African Police Services (SAPS)

Traffic services
Fire brigade
Ambulance services
Security or any other emergency service provider.

4.9 What we will not pay for

We will not pay service providers to assist you with incidents relating to any of the following:

Locks to garages or padlocks

Burglary incidents. We will assist you but the cost will be for your account, unless we cover the cost
elsewhere under this policy.
Replacing damaged locks. We will assist you but the cost for materials will be for your account.
Electrical or mechanical failure of electric gates and doors
Air conditioners and commercial refrigeration
Repairs not complying with regulated specifications such as SABS and others
Replacement or repair of electrical motors (e.g. electric gate motor)

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Emergency Assistance

Main electrical supply interruptions to permanent residence

Jacuzzi, swimming pool and borehole pumps (unless covered elsewhere under this policy)
Leak detection inspections (unless covered elsewhere under this policy)
Dripping taps
Replacement of a burst geyser (unless covered elsewhere under this policy)
Septic tanks
Replacing light bulbs
Adjustment of thermostats
Any remote controls or access controls (unless covered elsewhere under this policy)
Normal wear and tear
Safes
Maintenance of any kind

5. Panic SOS system

You and your loved ones will have immediate assistance by pressing the Panic SOS number on your cell phone.
Please choose one number on your cell phone to act as your speed dial panic button you will never have to
remember an emergency number again. This service is only available if you have a cell phone. The Panic SOS
number that you must set as a speed dial panic number is set out in the Quick reference guide.

5.1 The service

When you press the Panic SOS number on your cell-phone, a message is sent to our call centre. An
experienced crisis manager will call you back to help you through your emergency and will give you the
support that you need.

5.2 If there is no answer when we call you back

If we call you back and there is no answer, we will keep trying every 60 seconds. If there is still no answer
on the fourth try, we will:

leave a voice message (if available); and

send an SMS to your cell phone.

5.3 Locating you through your cell phone

We can locate you through location based services if you press the Panic SOS number on your cell phone.
Location based services give us the longitude and latitude from the closest towers to your cell phone.

If you use Cell C, Telkom Mobile or Virgin Mobile as your service provider, we will not be able to
locate you. We will still be able to help you, but we will not be able to locate you if needed.
If you used MTN or Vodacom as your service provider, we will be able to locate you.

6. Home and convenience drive

We will cover you for the following service benefits. This service is available 24 hours a day for 365 days a year.

6.1 Home drive

If you need someone to drive you home, we will arrange for a driver to drive you home in your own car.

You must call us to make a booking for this service.

We will send you an SMS with the drivers name and cell phone number.
You can contact your driver at any time if you wish to change the time or place he should collect you
from.
A back-up driver will follow you home and collect the lead driver from your house.
You must have comprehensive car insurance in place that includes cover for loss or damage to your
car while someone else drives your car. Note that some of the drivers are below the age of 25years.

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Emergency Assistance

6.2 Convenience drive

We will arrange for a driver to drive you from point A to point B in one of our cars.

You may use this service for any reason, for example when you need an airport transfer.
You may use this service if someone in your family needs it, for example when our child needs to be
collected from school.
You must call us to make a booking for this service.

6.3 Where are these services available

The Home drive and Convenience drive is only available in the following cities:

Johannesburg
Pretoria
Cape Town
George
Port Elizabeth
Durban
East London
Nelspruit
Bloemfontein
Kimberley
Polokwane

6.4 Additional passengers

We will include a maximum of four additional passengers per trip at no cost. The following conditions
apply:

The trip may not be further than 50 kilometres and may not take longer than one hour.
All passengers must be transported to the same address as per your booking.

6.5 What you must pay

The Home drive and Convenience drive services are limited. We will only pay for six trips per year within a
maximum distance of 50km per trip. Any costs for extra trips or longer distances will be for your account.

6.6 How to make a booking

You have to call our Helpline number set out in the Quick reference guide.
You must make a booking before 20:00 each day for assistance the following day.
We can accommodate last minute requests, subject to the availability of our standby drivers. There
will be a potential time delay of at least one hour. You must make a booking before 02:00 for last
minute bookings.
If you need a driver on a public holiday, you must make a booking before 17:00 on the day before
the public holiday.
We will let you know when your driver arrives to pick you up. If you do not meet your driver within
15 minutes, the driver will leave and we will cancel the trip. You must pay the cancellation fee as set
out below.
You may cancel your booking up to one hour before the trip. If you cancel less than one hour before
the collection time it will mean that you have used one trip. Once you have used all six trips, there
will be a cancellation fee for your own account.

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