TFG HOME ASSISTANCE SERVICES

Home Emergency Assistance

Service Description:

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

Service 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 per incident includes maximum R1 000 call-out and first hour labour, but excludes costs related to parts.
  • Assistance will be provided in the event of non-emergency repairs; the customer will then be liable for costs and must settle directly with the service provider at the time of repair.

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 or 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 and 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;
  • Any 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 callout.
  • Appliance still under warranty are 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 are on the service provider’s invoice.
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