TFG HOME ASSISTANCE SERVICES

HOME ASSIST

We understand the inconvenience of a home emergency and the trouble in finding a tradesman when you need one – in the last year we have done it 21,000 times.

Product Description:

Home Assist is a 24-hour helpline providing assistance for emergency household repairs that need to be carried out within 2 hours of the call and that could result in consequential damage. It may also refer to a situation where a client has no access to essential services such as electricity, hot water or sanitary use.

Product Benefits

  • Service providers are dispatched in the event of electrical and plumbing problems, locksmiths, glaziers or if an essential appliance needs to be repaired.
  • The service provides for three incidents per calendar year or per year from policy inception.
  • The cost includes call-out and first hour labour to a total value of R500 but excludes costs related to parts.
  • Assistance will be provided in the event of non-emergency repairs; the member will then be liable for costs and must settle directly with the service provider at the time of repair.
  • Customised claims management, reporting and support.
  • Europ Assistance SA has a national accredited panel of reliable repairers and will enforce workmanship warranties where possible.

Electrical Repairs include:

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

Plumbing Repairs include:

  • Visible burst water connections and pipes
  • Municipal connections inside the property
  • Blocked drains, toilets, baths and sinks
  • Geyser overflow valves (lacto and pressure release)

Locksmith Repairs include:

  • Keys broken off or lost for the main entrance or exit to a house.

Appliance Repairs include:

  • Fridges
  • Freezers
  • Washing machines
  • Stoves (only if complete function is lost – if one or more plates are working it is not deemed to be an emergency repair)

Terms and Conditions

Electrical Repairs exclude:

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

Plumbing Repairs exclude:

  • Jacuzzis, swimming pools or boreholes
  • Leak detection inspection
  • Repairs not complying with regulated specifications such as SABS or others

Locksmith Repairs exclude:

  • Burglary incidents
  • Outbuildings
  • Padlocks
  • Safes

Appliance Repairs exclude:

  • Damages to cosmetic parts (parts not influencing the operation of the appliance)
  • Repairs to items damage due to theft, rust, fire or ordinary wear and tear
  • All appliances not listed above

General Terms and Conditions

  • Incidents not attended to on the instruction of a Europ Assistance SA case manager will not be considered after any repair.
  • Emergency repairs outside of the domestic dwelling are not included i.e. office 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.
  • If an appliance is still under warranty, it will be referred to the manufacturer for repair.
  • 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.

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