STEP•UP

WARRANTY

Summary of the
Terms and Conditions.
Your policy summary
This is a summary of your policy contract. The insurer is Centriq Insurance Company Limited, a Licensed Non-Life Insurer (Licence
number I180) and an Authorised Financial Services Provider (FSP number 3417). Customer care and claims are administered by
M-Sure Financial Services (Pty) Ltd. A full copy of your policy documents is attached. Our contact details as well as the insurer’s
contact details are listed below.

What is the Step Up Warranty?

The Step Up Warranty is a mechanical breakdown or electrical failure insurance policy which runs concurrently with the extended
warranty (principal policy) and increases the claim limit amount for certain Components covered.

What is covered by the Step Up Warranty?

This policy covers the repair or replacement of components due to a mechanical breakdown or electrical failure that occurs
during the period of cover for certain components.

Components covered Standard

Engine
Gearbox, Differential
Transaxle, Transfer box, Free wheel hubs, Front
wheel drive unit (4x4 only), Casings, Cambelt
failure Available for all eligible vehicles
Alarms and immobilisers, Vehicle audio system,
Transponder key
Overheating
Mechanical breakdowns or electrical failures*
Additional benefit
A once off contribution to a mechanical or electrical component not
Once off contribution covered by the Step Up Warranty or principal policy.
The benefit is limited to one claim per policy.
*Mechanical breakdowns or electrical failures benefit will be excluded if your principal policy expires before the Step Up
Warranty expires.

Conditions of cover
Eligible vehicles: Passenger vehicles, 4x4s and light commercial vehicles with a maximum Gross Vehicle Mass (GVM) of
3 500kg, which are subject to an extended warranty with a recognised warranty provider.

When does cover start?

• New vehicles: The policy will start immediately after the original manufacturer’s warranty expires. Only locally manufactured
vehicles and vehicles imported with a minimum of a 12 month local manufacturer’s warranty will be accepted
• Used vehicles: The policy will start on the date on which the policy was bought or, if there is an original manufacturer’s
warranty in force, the date on which the original manufacturer’s warranty expires
• Policy renewals: The policy will start immediately after the receipt of one successful monthly debit order
• New monthly policy applications: The policy will start after the expiry of the original manufacturer's warranty, but subject to
a waiting period of 3 months and the receipt of the first 3 successful debit orders.

When does cover end?

• Period of cover: Cover will end at 24 months
• Lapsed: Due to non-payment of premiums
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• Cancelled: By either you or us as per the terms and conditions.

Policy restrictions
• Once this policy has been purchased there is no limitation on kilometres travelled
• If the principal policy expires before this policy, you will only be covered for the limits stated in the Components covered table
for the balance of this policy
• Cover is excluded for vehicles used for any sort or form of transporting people for reward, hired vehicles, rebuilt vehicles
(Code 3), modified vehicles (including turbo conversions) and vehicles that are, or have been, used in any form of motoring
competitions
• The Components covered & Additional benefits listed above have their own maximum amount limits and these are outlined
in the policy terms and conditions. The actual cost of repair may exceed the level of indemnity as specified. Any additional
costs will be for your own account
• More than one failure at the same time: If there is more than one mechanical breakdown or electrical failure that happens
or is reported at the same time, it will be treated as one claim. In this event, the amount authorised will be limited to the
higher benefit amount
• The vehicle is covered in the Republic of South Africa (RSA), Namibia, Botswana, Zimbabwe, Kingdom of Eswatini (Swaziland),
Lesotho and Mozambique. The policy is subject to the exclusive jurisdiction of the courts of the RSA. Should your claim be
valid, in line with the terms and conditions of the policy, any payment will be in RSA currency, into a bank account held in the
RSA
• The individual component claim limit that applies to this policy is stated in the Components covered table. The total claim
liability over the duration of this policy will not be more than the purchase price of the vehicle.

Servicing
• Your vehicle must be serviced as per the manufacturer’s specifications and requirements. Every routine service must be
carried out within 1 500km or 30 calendar days of the prescribed intervals. You must also keep copies of the invoices for your
records in the event that the administrator requests copies
• No self servicing is allowed and your vehicle may only be serviced as per the servicing definition
• If you do not service your vehicle as per the requirements, you will be in breach of the policy conditions, which may result in
the policy being cancelled
• In the event of a claim, you will be required to forward the service invoice showing your vehicle’s details and the odometer
reading at the service date.

Transfer
This policy cannot be transferred.

Product premiums and charges

• The policy runs for a maximum period of 24 months and the premium is payable monthly by debit order
• M-Sure receives a binder services fee of 9% from the insurer, which is included in the premium
• An intermediary commission of 12.5% including VAT at 15% is included in the premium
• Premium review and policy changes: We may make changes to the premium or terms and conditions of this policy at any
time. You will be notified at least 31 days before the effective date of the changes; an updated policy wording and an
explanation of the changes will be sent to you
• Premium payment: You must pay your premiums at all times to keep your policy in force. If your premium is not received,
we will issue you with a notice of non-payment in which we will advise you of the number of days within which you must
make payment and the implications if the premium is still not paid within that period
• Consequences of non-payment: Should you fail to make payment on or before the due date / payment date; you have a
period of grace for the payment of premiums:
• You will be notified of the non-payment and given a grace period of 15 days to pay the outstanding premium
• Your policy will remain in force during the grace period, and thereafter should your premium remain unpaid cover will be
suspended for the period.

Your responsibility
• All dealings must be done honestly and in good faith. Any information that has been dishonest or misrepresented might cause
the policy to be cancelled by us
• You must always give us true information. Our decision is based on the information that you give to us. It is your responsibility
to ensure that the material information that you give to us is complete and correct. Should any material information change,
you should inform us within a reasonable time
• If you do not follow these conditions, then it is likely that your claim will not be paid
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• You must make sure that your premiums are paid at all times to keep your policy in force. If your premium is not received,
we will issue you with a notice of non-payment in which we will advise you of the number of days within which you must
make payment and the implications if the premium is still not paid within that period
• You must take all steps possible to keep the vehicle in a proper and efficient state of repair and not misuse the vehicle. A
proper and efficient state includes preventative maintenance
• If any mechanical breakdown or electrical failure occurs you must protect the vehicle from further loss or damage
• You must supply us with any documents we require to process a claim
• You must report all claims to us and take the vehicle to an administrator appointed repairer within 7 days of becoming aware
of the mechanical breakdown or electrical failure otherwise the claim will not be accepted.

You are not covered for

• Any consequential or indirect loss or damage of any kind or description whatsoever
• Components that were broken or had failed before the policy started
• Repairs that have not been authorised by us
• Any repairs if the odometer is not working or has been changed in any way or has been disconnected or replaced without our
written approval
• Damage resulting from oil leaks or for oil leaks themselves
• Damage to drive shafts or steering racks as a result of damaged rubber boots
• Damage caused by incorrect fuel, contaminated fuel, incorrect lubricants or contaminated lubricants, unreasonable use,
improper servicing or malicious damage
• Damage caused by a road accident or any accidental damage
• Damage to vehicles that have been modified in any way from the manufacturer’s specifications
• Any components that are not listed under Components covered
• Any components that are still covered by the manufacturer’s or supplier’s warranty at the time of the mechanical breakdown
or electrical failure
• Damage to all electrical wiring, including damage as a result thereof
• Service items or items that need to be changed at specific or regular intervals such as oil, grease, filters, hydraulic fluid,
additives and antifreeze, spark plugs, “v” and cambelts, consumables and the like
• Any costs or expenses not covered under this warranty and / or that can be recovered from your motor insurance policy
• Resultant damage on parts not listed in the Components covered section
• Nuclear risks: Loss, damage or liability directly or indirectly caused by, or arising from, ionising radiation or radioactive
contamination from any nuclear fuel or from any nuclear waste arising from burning nuclear fuel, or the radioactive, toxic,
explosive or other dangerous properties of any explosive nuclear equipment or nuclear part of that equipment
• War and public disorder: Any loss, damage or liability caused by civil commotion, riot, strike, war, mutiny, military uprising,
martial law, rebellion, revolution, any act in protest against any State, Government or Government body.

How to do the following:

• Cancel during the cooling off period: If your policy has a duration of 31 days or more, and if no benefit has yet been paid or
claimed or an event insured against under the policy has not yet occurred, you have the right to cancel this policy within 14
days after the date of receipt of the policy document. Should you wish to exercise this right, please contact us on
0860 927 726 or customercare@[Link]
• Cancellation: You can cancel the policy at any time by notifying us. We can cancel your policy by giving you 31 days’ notice.
We may give you notice as outlined in the communication channel clause
• Claims process: If you have a claim, please contact us on 0860 927 726 or claims@[Link] within 7 days of the incident
• Complaints: In the event of a complaint about this policy:
• Please contact M-Sure Complaints by email: complaints@[Link]
• If, after having referred the complaint to M-Sure you are still not satisfied with the outcome, then you may contact the
Centriq complaints department by email: complaints@[Link]
• If you are still not satisfied, you may contact the Ombudsman for Short-term insurance by email: info@[Link].

Conflict of interest
• We have considered the conflict of interest provisions in terms of the “FAIS” Act 37 of 2002 and the Policyholder Protection
Rules and have not identified any actual or potential conflicts of interest, either ownership interest, financial interest, third
party relationships, associates or distribution channels
• We support a values based approach where the spirit of the legislation is embraced. This is reviewed at least annually and
reported on to the Financial Sector Conduct Authority. A conflict of interest management policy is available to clients upon
request.

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Consent to collect, process and store personal information
When you enter into this policy you will be giving us your personal information that may be protected by data protection
legislation, including but not only, the Protection of Personal Information Act, 2013 (“POPI”). We will take all reasonable steps to
protect your personal information and comply with POPI and its relevant regulations. We will process your personal information
as far as it is necessary to carry out the actions for the conclusion and performance of this policy and note that all processing
carried out is in compliance with certain obligations imposed by law with regards to insurance products.
In order to give effect to the above, we will:
• Process your personal information to:
• Communicate information to you that you ask us for
• Provide you with insurance services
• Verify the information you have given us against any source or database
• Compile non-personal statistical information about you
• Transmit your personal information to any affiliate, subsidiary or reinsurer so that we can provide insurance services to you
and to enable us to further our legitimate interests including statistical analysis, reinsurance and credit control
• Transmit your personal information to any third party service provider that we may appoint to perform functions relating to
your policy on our behalf
• You acknowledge that this clause will remain in force even if your policy is cancelled or lapsed
• Processing of your personal information is always done in accordance with the applicable legislation, as well as Centriq’s
Privacy Notice which can be found on their website: [Link]
• Where we market to you or are otherwise required to obtain your consent, we will do so in a manner that will allow you to
provide your consent voluntarily and for a specific and informed process
• Please contact us on 0860 927 726 or customercare@[Link] if you want to change your marketing preferences.

Rights to recordings
• If the policy was sold to you by a telemarketer, the same details as those of the administrator are applicable
• Recordings of the telephone discussion with the telemarketer can be made available to you on request.

Changes from the policyholder that the insurer needs to be aware of

• You must notify us in writing if any of the policy details or declarations are incorrect or if any of these details, declarations or
material facts have changed as this may influence our continued acceptance of the policy, risk or claim
• A material fact is one which could influence us in deciding whether or not to insure you. If you are not sure whether or not
something is a material fact, you should disclose it. If you do not disclose all material facts your insurance may be invalid and
we may refuse to pay any claim. You must continue to keep us informed of any changes in material facts during the course
of being insured with us.

Definitions
Administrator appointed repairer A repairer that has been appointed by the administrator to perform
services, maintenance or repairs.
Consequential damages Any injury, harm or loss that does not occur directly and immediately
from the act of a party, but only as a result of some outcomes that may
lead to injury, harm or loss.
Cost of repair The usual and reasonable charges for components and / or labour to
repair or replace the covered components.
Emergency repairs Where you had to have minor repairs done due to an unexpected event
requiring immediate attention, to prevent further loss or damage and in
order to get mobile after hours, on weekends or public holidays.
Finance agreement The valid and current finance agreement which you have with a finance
provider either as a debtor or as surety for the debtor.

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 Maximum limits For the purpose of this policy, the maximum limits are calculated as
follows:
• The individual component and benefit limit
• The Components covered table, which indicates the maximum
amount that we will pay for the components or benefits for the
option selected, and may not in all instances cover the full
replacement value of the components
• Any additional costs will be for your own account
• More than one failure at the same time
• If there is more than one mechanical breakdown or electrical
failure that happens or is reported at the same time, it will be
treated as one claim
• In this event, the amount authorised will be limited to the higher
benefit limit
• Any additional costs will be for your own account
• Maximum claim payment
• We will not pay more than the purchase price of the vehicle
across all components and benefits covered
• Any additional costs will be for your own account.
Mechanical breakdown or electrical failure For the purpose of this policy, the breaking or burning out of any of the
components listed in Components covered, due to a mechanical or
electrical failure that causes the component to suddenly stop
functioning, needing repair or replacement.
Modified vehicles A modified vehicle is one that has been changed in any way from the
original manufacturer’s production of the vehicle for functional,
performance, or aesthetic reasons.
Preventative maintenance The replacing or repair of worn parts to avoid or prevent mechanical or
electrical failure.
Principal policy The mechanical breakdown insurance policy purchased with your
vehicle.
Resultant damage Where a covered component is damaged by the mechanical breakdown
or electrical failure of a non-covered component, payment will only be
in respect of the repair or replacement of the covered damaged
component.
Servicing A set of specific requirements as set out by the manufacturer and carried
out by a registered service provider, being part of a defined body such as
RMI or MIWA, at a specific time or kilometres travelled.
Wear and tear The ongoing weakening of a covered component which results naturally
from use and / or age.

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STEP•UP
WARRANTY

Policy Terms
and Conditions.
Introduction
This policy document, the information you have provided and the schedule, form the contract of insurance between you as the
insured and Centriq Insurance Company Limited a Licensed Non-Life Insurer (Licence number I180) and an Authorised Financial
Service Provider (FSP number 3417) as the insurer. Any written correspondence whether electronic, digital and / or manual, and
recorded calls where the policy was sold by a call centre will be supplementary to the contract, however this policy document
will be the final determining factor should there be disagreements between documents. Customer care and claims are
administered by M-Sure Financial Services (Pty) Ltd, the Administrator. In return for your premium and providing that you comply
with the terms and conditions of the policy, we will provide the cover described in the policy and schedule.

Definitions
1. Administrator appointed repairer means a repairer that has been appointed by the administrator to perform services,
maintenance or repairs.
2. Consequential damages means any injury, harm or loss that does not occur directly and immediately from the act of a
party, but only as a result of some outcomes that may lead to injury, harm or loss.
3. Cost of repair means the usual and reasonable charges for components and / or labour to repair or replace the covered
components.
4. Emergency repairs means where you had to have minor repairs done due to an unexpected event requiring immediate
attention, to prevent further loss or damage and in order to get mobile after hours, on weekends or public holidays.
5. Finance agreement means the valid and current finance agreement which you have with a finance provider either as a
debtor or as surety for the debtor.
6. Maximum limits means for the purpose of this policy, the maximum limits are calculated as follows:
• The individual component and benefit limit
• The Components covered table, which indicates the maximum amount that we will pay for the components or
benefits for the option selected, and may not in all instances cover the full replacement value of the components
• Any additional costs will be for your own account
• More than one failure at the same time
• If there is more than one mechanical breakdown or electrical failure that happens or is reported at the same time,
it will be treated as one claim
• In this event, the amount authorised will be limited to the higher benefit limit
• Any additional costs will be for your own account
• Maximum claim payment
• We will not pay more than the purchase price of the vehicle across all components and benefits covered
• Any additional costs will be for your own account.
7. Mechanical breakdown or electrical failure means for the purpose of this policy, the breaking or burning out of any of
the components listed in Components covered, due to a mechanical or electrical failure that causes the component to
suddenly stop functioning, needing repair or replacement.
8. Modified vehicles means a vehicle that has been changed in any way from the original manufacturer’s production of the
vehicle for functional, performance, or aesthetic reasons.
9. Preventative maintenance means the replacing or repair of worn parts to avoid or prevent mechanical or electrical failure.
10. Principal policy means the mechanical breakdown insurance policy purchased with your vehicle.
11. Resultant damage means where a covered component is damaged by the mechanical breakdown or electrical failure of
a non-covered component, payment will only be in respect of the repair or replacement of the covered damaged
component.
12. Servicing means a set of specific requirements as set out by the manufacturer and carried out by a registered service
provider, being part of a defined body such as RMI or MIWA, at a specific time or kilometres travelled.
13. Wear and tear means the ongoing weakening of a covered component which results naturally from use and / or age.

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You are covered for
1. Benefits
• The repair or replacement of components due to a mechanical breakdown or electrical failure that occurs during the
period of this policy listed under Components covered and the Components covered table
• This policy covers the major mechanical components for a wide variety of vehicles and therefore general naming
conventions are used
• Failure as a result of wear and tear is included
• If the principal policy is still valid, up to the limit stated in the Components covered table for this policy
• If the principal policy has expired, limited to 50% of the cost of repairs or the limit stated in the Components
covered table for this policy, whichever is the lesser.

2. Vehicle information
2.1. Classification
• New vehicle: The vehicle age is less than one year old (12 months) and it has travelled less than 15 000km
• Used vehicle: The vehicle age is more than one year old (12 months) and it has travelled more than 15 000km.

2.2. Eligibility
• The policy covers passenger vehicles, including 4x4s and light commercial vehicles having a maximum Gross
Vehicle Mass (GVM) of 3 500kg, which are subject to an extended warranty with a recognised warranty
provider. It does not cover vehicles used for any sort or form of transporting people for reward, hired vehicles,
rebuilt vehicles (Code 3), modified vehicles (including turbo conversions) and vehicles that are, or have been,
used in any form of motoring competition.

3. Effective date of the policy

• New vehicles: The policy will start immediately after the original manufacturer’s warranty expires. Only locally
manufactured vehicles and vehicles imported with a minimum of a 12 month local manufacturer’s warranty will be
accepted
• Used vehicles: The policy will start on the date on which the policy was bought or, if there is an original manufacturer’s
warranty in force, the date on which the original manufacturer’s warranty expires
• Policy renewals: The policy will start immediately after the receipt of one successful monthly debit order
• New monthly policy applications: The policy will start after the expiry of the original manufacturer's warranty, but
subject to a waiting period of 3 months and the receipt of the first 3 successful debit orders.

4. When does cover end?

• Period of cover: Cover will end at 24 months
• Lapsed: Due to non-payment of premiums
• Cancelled: By either you or us as per the terms and conditions.

Components covered
1. Engine
All internal components. Decarbonisation and blown cylinder head gaskets are excluded.

2. Gearbox
• Manual transmission: All internal components, plus gear lever and linkages
• Automatic transmission: All internal components, plus torque convertor, gear lever and linkages.

3. Differential
All internal components.

4. Transaxle
All internal components.

5. Transfer box
All internal components, including gear lever and linkages.

6. Free wheel hubs

Complete units (applicable to 4x4 vehicles only).

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7. Front wheel drive unit
External Drive shafts, CV joints couplings, hubs and hub bearings and drive flange.

8. Mechanical breakdowns or electrical failures

Only if the component is covered by the principal policy.

9. Casings
Engine block, cylinder head, gearbox and differential and drive unit casings and inlet and exhaust manifolds are covered
in the event of damage being brought about by the failure of a covered component.

10. Cambelt failure

Cambelt and tensioner.

11. Alarms and immobilisers

Original manufacturer fitted unit only.

12. Vehicle audio systems

Original manufacturer fitted entertainment and phone system only. Speakers are excluded.

13. Transponder key

Original manufacturer fitted unit only. Software downloads are excluded.

14. Overheating
Failure as a result of overheating.

Specific conditions
1. Resultant damage
Where a covered component is damaged by the mechanical breakdown or electrical failure of a non-covered component,
payment will only be in respect of the repair or replacement of the covered damaged component.

2. Maximum limits
For the purpose of this policy, the maximum limits are calculated as follows:
• The individual component and benefit limit
• The Components covered table, which indicates the maximum amount that we will pay for the components or
benefits for the option selected, and may not in all instances cover the full replacement value of the components
• Any additional costs will be for your own account

*Example: Standard
Benefit Repair cost Claimed amount Claim paid
Engine R 6 500 R 7 000 R 6 500 R 6 500
(Benefit limit) (Benefit limit)

• More than one failure at the same time

• If there is more than one mechanical breakdown or electrical failure that happens or is reported at the same time,
it will be treated as one claim
• In this event, the amount authorised will be limited to the higher benefit limit
• Any additional costs will be for your own account

*Example 1 Standard
Benefit Repair cost Claimed amount Claim paid
Engine R 6 500 R 5 000 R 5 000 R 6 500
Gearbox R 5 000 R 11 000 R 5 000 (Highest benefit
(Benefit limit) limit)
Total R 16 000 R 10 000

• Maximum claim payment

• We will not pay more than the purchase price of the vehicle across all components and benefits covered
• Any additional costs will be for your own account.
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3. Expiry of the principal policy
If the principal policy expires before this policy, you will only be covered for the limits stated in Components covered table
for the balance of this policy, but excluding mechanical breakdown or electrical failure as the principal policy would have
expired.

Additional benefit
Once off contribution
In addition, the policy will make a once off contribution to a mechanical or electrical component not covered by the Step Up
Warranty or the principal policy limited to R 1 000. The benefit is limited to one claim per policy and is subject to the exclusions.

Components covered table

Please note that the actual cost of repair may exceed the level of indemnity as specified.

Components covered Standard

Engine R 6 500
Gearbox R 5 000
Differential R 5 000
Transaxle R 5 000
Transfer box R 5 000
Free wheel hubs R 5 000
Front wheel drive unit R 5 000
Mechanical breakdowns or electrical failures R 2 500
Casings R 2 500
Cambelt failure R 2 500
Alarms and immobilisers R 1 000
Vehicle audio system R 1 000
Transponder key R 1 000
Overheating R 2 500
Additional benefit
Once off contribution R 1 000

General conditions
These are general rules which govern the policy.

1. Cancellation
• You can cancel the policy at any time by notifying us
• We can cancel your policy by giving you 31 days’ notice. We may give you notice as outlined in the Communication
channels clause
• At the effective cancellation date and if no claims have been paid, we will determine if a refund of premium is due. If
the policy is part of a finance agreement, any refund of premium due will be paid to the finance company.

2. Fraud and dishonesty

If you, or anyone acting on your behalf, submit a claim or any information or documentation relating to any claim or policy
information that is in any way fraudulent, dishonest, exaggerated or withheld, we may repudiate your claim and your
policy may be cancelled.

3. Change in material facts

• You must notify us in writing if any of the policy details or declarations are incorrect or if any of these details,
declarations or material facts have changed as this may influence our continued acceptance of the policy, risk or claim
• A material fact is one which could influence us in deciding whether or not to insure you. If you are not sure whether
or not something is a material fact, you should disclose it. If you do not disclose all material facts your insurance may
be invalid and we may refuse to pay any claim. You must continue to keep us informed of any changes in material facts
during the course of being insured with us.

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4. Other insurances or warranties
If there are other similar insurances or warranties in force at the time of a claim covering the vehicle for the same
mechanical breakdown or electrical failure, we will only pay our rateable proportion of any repairs or damages.

5. Countries where you have cover

The vehicle is covered in the Republic of South Africa (RSA), Namibia, Botswana, Zimbabwe, Kingdom of Eswatini
(Swaziland), Lesotho and Mozambique. The policy is subject to the exclusive jurisdiction of the courts of the RSA. In the
event of a valid claim occurring outside the borders of the RSA, the cost of returning the vehicle to the RSA will be for your
account. Any payment will be in RSA currency, into a bank account held in the RSA.

6. Transfer of the policy

This policy cannot be transferred.

7. Cooling off period

If your policy has a duration of 31 days or more, and if no benefit has yet been paid or claimed or an event insured against
under the policy has not yet occurred, you have the right to cancel this policy within 14 days after the date of receipt of
the policy document.

8. Personal details
It is your responsibility to let us know immediately if any of your personal details, such as address, telephone number or
email have changed.

9. Premium review and policy changes

We may make changes to the premium or terms and conditions of this policy at any time. You will be notified at least 31
days before the effective date of the changes; an updated policy wording and an explanation of the changes will be sent
to you.

10. Communication channels

You accept that we can communicate with you electronically, which includes but is not limited to, email, SMS, WhatsApp,
or any other applications, and any other digital or social media channels. You agree and acknowledge that where
electronic communication is used, it will be sufficient for the purpose of legal services and notices. Any correspondence
sent to you will be deemed to have been received by you if addressed to the contact details that you provided (unless
varied by you in writing) at the start date of the policy. It is your responsibility to advise us if any of your contact details
change.

11. Customer outcomes

We focus on delivering specific, clear and fair outcomes to you throughout the duration of your policy so you can be
confident in dealing with us that we have your best interests in mind. Treating our customers fairly is embedded in our
core values and our corporate culture.

What you must do

If you do not follow these conditions, then it is likely that your claim will not be paid
• You must make sure that your premiums are paid at all times to keep your policy in force. If your premium is not received,
we will issue you with a notice of non-payment in which we will advise you of the number of days within which you must
make payment and the implications if the premium is still not paid within that period
• You must take all steps possible to keep the vehicle in a proper and efficient state of repair and not misuse the vehicle. A
proper and efficient state includes preventative maintenance
• If any mechanical breakdown or electrical failure occurs you must protect the vehicle from further loss or damage
• You must supply us with any documents we require to process a claim
• You must report all claims to us and take the vehicle to an administrator appointed repairer within 7 days of becoming aware
of the mechanical breakdown or electrical failure otherwise the claim will not be accepted
• Servicing requirements: Your vehicle must be serviced as per the manufacturer’s specifications and requirements. Every
routine service must be carried out within 1 500km or 30 calendar days of the prescribed intervals. You must also keep copies
of the invoices for your records and in the event that the administrator requests copies
• No self servicing is allowed and your vehicle may only be serviced as per the servicing definition
• If you do not service your vehicle as per the requirements, you will be in breach of the policy conditions, which may result in
the policy being cancelled

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• In the event of a claim, you will be required to forward the service invoice showing your vehicle’s details and the odometer
reading at the service date.

You are not covered for

• Any consequential or indirect loss or damage of any kind or description whatsoever
• Components that were broken or had failed before the policy started
• Repairs that have not been authorised by us
• Any repairs if the odometer is not working or has been changed in any way or has been disconnected or replaced without our
written approval
• Damage resulting from oil leaks or for oil leaks themselves
• Damage to drive shafts or steering racks as a result of damaged rubber boots
• Damage caused by incorrect fuel, contaminated fuel, incorrect lubricants or contaminated lubricants, unreasonable use,
improper servicing or malicious damage
• Damage caused by a road accident or any accidental damage
• Damage to vehicles that have been modified in any way from the manufacturer’s specifications
• Any components that are not listed under Components covered
• Any components that are still covered by the manufacturer’s or supplier’s warranty at the time of the mechanical breakdown
or electrical failure
• Damage to all electrical wiring, including damage as a result thereof
• Service items or items that need to be changed at specific or regular intervals such as oil, grease, filters, hydraulic fluid,
additives and antifreeze, spark plugs, “v” and cambelts, consumables and the like
• Any costs or expenses not covered under this warranty and / or that can be recovered from your motor insurance policy
• Resultant damage on parts not listed in the Components covered section
• Nuclear risks: Loss, damage or liability directly or indirectly caused by, or arising from, ionising radiation or radioactive
contamination from any nuclear fuel or from any nuclear waste arising from burning nuclear fuel, or the radioactive, toxic,
explosive or other dangerous properties of any explosive nuclear equipment or nuclear part of that equipment
• War and public disorder: Any loss, damage or liability caused by civil commotion, riot, strike, war, mutiny, military uprising,
martial law, rebellion, revolution, any act in protest against any State, Government or Government body.

Claims
• Contact details
• Claims department 0860 927 726
• Email claims@[Link]

• When you become aware of a mechanical breakdown or electrical failure:

• You must report all claims to us within 7 days
• Contact the claims department
• The Claims department will advise who the administrator appointed repairers are
• Take the vehicle to an administrator appointed repairer, otherwise the claim may not be accepted
• The repairer must establish the nature of the mechanical breakdown or electrical failure and must contact the Claims
department for authorisation to proceed with the repairs. Repairs cannot start unless the Claims department has given
authorisation. The Claims department will also supply their claim authorisation number

• When the repairs have been completed:

• The repairer will invoice us directly
• We will only pay for the portions covered by this policy

• Claims disputes or repudiations and time bar:

• You have 120 days, from the date your claim was submitted, to provide us with all necessary claim documents or
information so that we can process your claim. Should the outstanding claim documents or information not be received
within the specified 120 days, we will consider your claim not taken up and will close the claim
• If your claim has been repudiated or the amount disputed, you have 90 days after receipt of the insurer’s repudiation
letter to make representations to the insurer in respect of their decision
• You have a further 6 months to institute legal action against the insurer after the expiry of the 90 days referred to above.
Failing which, you will forfeit your claim
• You also have the right to lodge a complaint with the Short-term insurance Ombud.

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Consent to collect, process and store personal information
When you enter into this policy you will be giving us your personal information that may be protected by data protection
legislation, including but not only, the Protection of Personal Information Act, 2013 (“POPI”). We will take all reasonable steps to
protect your personal information and comply with POPI and its relevant regulations. We will process your personal information
as far as it is necessary to carry out the actions for the conclusion and performance of this policy and note that all processing
carried out is in compliance with certain obligations imposed by law with regards to insurance products.
In order to give effect to the above, we will:
• Process your personal information to:
• Communicate information to you that you ask us for
• Provide you with insurance services
• Verify the information you have given us against any source or database
• Compile non-personal statistical information about you
• Transmit your personal information to any affiliate, subsidiary or reinsurer so that we can provide insurance services to you
and to enable us to further our legitimate interests including statistical analysis, reinsurance and credit control
• Transmit your personal information to any third party service provider that we may appoint to perform functions relating to
your policy on our behalf
• You acknowledge that this clause will remain in force even if your policy is cancelled or lapsed
• Processing of your personal information is always done in accordance with the applicable legislation, as well as Centriq’s
Privacy Notice which can be found on their website: [Link]
• Where we market to you or are otherwise required to obtain your consent, we will do so in a manner that will allow you to
provide your consent voluntarily and for a specific and informed process
• Please contact us on 0860 927 726 or customercare@[Link] if you want to change your marketing preferences.

FAIS DISCLOSURE NOTICE

DISCLOSURES REQUIRED IN TERMS OF THE FINANCIAL ADVISORY AND INTERMEDIARY SERVICES Act 37 of 2002 (“FAIS”)

IMPORTANT - Please read disclosures and other legal requirements carefully.

As a Non-Life insurance policyholder, or prospective policyholder, you have the right to the following information:

1. Details of the customer care and claims administrator, binder holder and the insurer

Customer care and claims administrator and

Details Insurer
binder holder
Name and M-Sure Financial Services (Pty) Ltd, Centriq Insurance Company Limited,
company reg no 2002/022941/07 1998/007558/06
M-Sure is an authorised Financial Services Centriq is a Licensed Non-Life Insurer (Licence
Provider (FSP 21799) for the following product number I180) and an Authorised Financial
categories: Services Provider (FSP number 3417) for the
Legal status • Short-term insurance Personal Lines following product categories:
• Short-term insurance Personal Lines A1 • Short-term insurance Personal Lines
• Short-term insurance Commercial Lines • Short-term insurance Personal Lines A1
• Short-term insurance Commercial Lines
Physical The Bridge Office Park, Block A, Building 2, 5 The Oval, Second Floor, West Wing, Wanderers
address Boeing Road East, Elma Park, Edenvale, 1609 Office Park, 52 Corlett Drive, Illovo, 2196
Postal address Private Bag X5, Bruma, 2026 PO Box 55674, Northlands, 2116
Telephone no 0860 927 726 011 268 6490
Facsimile 011 268 6495
Website [Link] [Link]
The compliance officer of M-Sure can be The Internal Compliance Officer is contactable at
Compliance
contacted by email: the numbers above.
department
compliance@[Link] Email: compliance@[Link]
The Claims department can be contacted at the The Claims Specialist is contactable at the
Claims
numbers above. numbers above.
department
Email: claims@[Link]

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 Customer care and claims administrator and
Details Insurer
binder holder
In the event of a complaint, please contact In the event of a complaint, please contact the
M-Sure Complaints by email: Complaints Resolution Consultant at the
Complaints complaints@[Link] number above or by email:
department complaints@[Link]
faiscomplaints@[Link]

2. The Intermediary
The intermediary has an obligation to confirm the following to you:
• Their full business and trade names, registration number, postal and physical address, telephone numbers and email
address
• The fact that they have been given a mandate to act on behalf of Centriq and whether any restrictions or conditions
were imposed on the intermediary by Centriq
• Names and contact details of the relevant compliance office and complaints department
• Whether or not the intermediary directly or indirectly holds more than 10% of Centriq’s shares
• Whether or not the intermediary has received more than 30% of total insurance remuneration, including commission
from Centriq in the preceding year
• Whether or not the intermediary holds guarantees or Professional Indemnity or Fidelity Guarantee Insurance
• Details of any monetary obligations assumed by you directly or indirectly when buying this policy
• Whether or not the intermediary receives a binder services fee
• The existence of a specific exemption that the Authority may have granted to the Intermediary
• The commission payable
• Whether or not the representative is rendering services under supervision.

3. The customer care and claims administrator and binder holder

• M-Sure is mandated by Centriq Insurance Company Limited to provide binder services in terms of the policies
• M-Sure does not hold more than 10% of Centriq’s shares
• Less than 30% of M-Sure’s income was earned from Centriq in the last calendar year
• M-Sure does not hold any shares in Centriq
• M-Sure is a wholly owned subsidiary of Motus Mobility Solutions, a division of Motus Corporation (Pty) Ltd
• Motus South Africa Investment (Pty) Ltd holds preference shares in Centriq
• M-Sure is in possession of Professional Indemnity Insurance
• M-Sure receives a binder services fee from Centriq. The amount will be disclosed to you in your welcome pack.

4. Intermediary fees
The following amounts are all INCLUDED in the premium:
• A 12.5% intermediary commission
• All prices include VAT at 15%. Please see your policy schedule for all applicable premiums and fees.

5. About the service

• The product: Non-Life insurance business
• The intermediary and binder holder have agreements with Centriq in terms of which remuneration is payable for the
insurance business
• Please refer to the policy schedule for a detailed breakdown of the insurance premium
• If the policy was sold to you by a telemarketer, the same details as those of the administrator are applicable.
Recordings of the telephone discussion with the telemarketer can be made available to you on request.

6. Claims procedure
Procedures for the submission of claims are detailed below and are important. If you have difficulties in determining the
correct procedures, please contact M-Sure, your financial services provider and customer care and claims administrator
• In order to claim, contact M-Sure on: 0860 927 726
• M-Sure must be notified within a certain period of time from when you become aware of a claim see below for details:
• Mechanical breakdown and electrical failure claims: 7 days
• All other claims: 30 days
• If you are not satisfied with the outcome of your claim, you may write to the M-Sure Complaints Department at any
of the addresses above within 90 days of the repudiation of your claim. If you are still not satisfied, you have an
additional 6 months after expiry of the 90 days to institute legal action
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 • You also have recourse to the Ombudsman for Short-term insurance at PO Box 32334, Braamfontein, 2017.

7. Complaints procedures
• If you have a complaint about this policy, you can submit your complaint in writing to M-Sure Complaints by email at
complaints@[Link]
• If, after having referred the complaint to M-Sure and you are still not satisfied with the outcome, then you may contact
the Compliance Officer of Centriq at the details provided above
• If you are still not satisfied with the outcome, you may approach the office of the FAIS Ombud for financial services
providers or the Ombudsman for Short-term insurance, or take such other steps as may be recommended by your
legal representatives
• If you have a problem with the way the product was sold to you, the disclosures that were made to you or the advice
that was given to you by the intermediary, you must contact the intermediary
• If you are not satisfied with the reply; or your product related query is not resolved to your satisfaction, you may
submit your complaint in writing to the FAIS Ombud for Financial Services Providers or the Ombudsman for Short-term
insurance
• Remember you must address your complaint in writing with M-Sure prior to submitting your complaint to any
Ombudsman.

The relevant Ombudsman offices and the offices of the Financial Sector Conduct Authority may be contacted as follows:
If you have a problem with the way the product was sold to you, the disclosures that were made to you or the advice that
was given to you by the intermediary, contact:

• FAIS Ombud:
• Physical address: Menlyn Central Office Building, 125 Dallas Avenue, Waterkloof Glen, Pretoria 0010
• Postal address: PO Box 74571, Lynwood Ridge, 0040
• Tel: 012 762 5000 / 012 470 9080
• Fax: 012 348 3447 / 012 470 9097 / 086 764 1422
• Email: info@[Link]
• Website: [Link]

If you have a product related complaint:

• Ombudsman for Short-term insurance:
• Physical address: 1 Sturdee Avenue, Cnr Bolton and Baker Roads, First Floor, Block B, Rosebank
• Postal address: PO Box 32334, Braamfontein, 2017
• Tel: 0860 726 890 / 011 726 8900
• Fax: 011 726 5501
• Email: info@[Link]
• Website: [Link]

• The Financial Sector Conduct Authority (FSCA) assists clients with legislative related complaints dealing with the
manner in which the regulated companies conduct themselves and any contravention of the acts by which they are
governed. The FSCA cannot assist with claim disputes and contractual disagreements. For this you would need to
consult the relevant Ombud.

• Particulars of Financial Sector Conduct Authority

• Physical address: Riverwalk Office Park, Block B, 41 Matroosberg Road, Cnr Garsfontein and Matroosberg Roads,
Ashlea Gardens, Extension 6, Menlo Park, Pretoria
• Postal address: PO Box 35655, Menlo Park, 0102
• Tel: 012 428 8000 / 0800 203 722
• Fax: 012 347 6941
• Website: [Link]

8. Compliance officer
The compliance officer of M-Sure and Centriq may be contacted at the details provided above.

9. Name, class or type of policy

• Full details about the name, class and type of policy involved are reflected on your policy schedule and are also
contained in the policy wording
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 • Policy schedules should always be read in conjunction with the policy wording
• Should you require any explanation about the terms, conditions, exclusions, provisions, premiums, excesses (or
deductibles) or any other information, please contact M-Sure.

10. Extent and nature of premium obligations

• Your policy schedule reflects the premiums payable, the due date of payment and the frequency of payment
(e.g. monthly, annual or term). When amendments are made to the policy an additional or refund premium may
become due and such amounts are also reflected on the policy schedules
• All premiums are inclusive of Value Added Tax (VAT) at the prescribed rate
• Financial services providers are authorised to accept premium payments on behalf of Centriq and should your financial
services provider be authorised to do so, then you may make payment to such financial services provider
• Where a financial services provider is not authorised to receive payment on behalf of Centriq, your payment should
be made in favour of Centriq
• In the case of monthly premiums by debit order, payment is usually made to Centriq, unless you have authorised such
payment via your financial services provider or other third party, who has authority to collect premium on behalf of
Centriq.

11. Consequences of non-payment of premiums

• The due date for the payment is reflected on your policy schedule, certificate of cover, renewal notice or premium
advice as the case may be
• Your payment should be made on or before the due date / payment date reflected to avoid the cancellation of the
policy
• Should you fail to make payment on or before the due date / payment date you will be notified of the non-payment
and given a grace period of 15 days to pay the outstanding premium to avoid cancellation of the policy. Your policy
will remain in force for the grace period of 15 days.

12. Replacement
You may not be advised to cancel an existing policy to enable you to purchase a new policy or to amend the existing policy,
unless the intermediary identifies the policy as a replacement policy, the implications of the replacement are disclosed to
you, (such as the influence on your benefits under the old policy), and any costs incurred with the replacement are
disclosed to you.

13. Cooling off period

If your policy has a duration of 31 days or more, and if no benefit has yet been paid or claimed or an event insured against
under the policy has not yet occurred, you have the right to cancel this policy within 14 days after the date of receipt of
the policy document or from a reasonable date on which it can be deemed that you received the policy. Should you wish
to exercise this right, please contact us on the details provided above.

14. First amounts payable

• It is very important that you are aware of any amounts that you will be required to pay in the unfortunate event of a
claim
• Your policy schedule contains the amounts that you pay as a portion of a claim and your intermediary or customer
care and claims administrator can assist you with any queries you have in this regard.

15. Other matters of importance

• It is very important that you are quite sure that the policy meets your needs and that you feel that you have all the
information you need to make a decision. Feel free to make notes regarding verbal information and ask for written
confirmation or copies of documents
• You must be informed of any material changes to the information referred to in the following sections above:
• Details of the customer care and claims administrator, binder holder and insurer
• The intermediary
• Disclose all material facts accurately, fully and properly as incorrect or non-disclosure by you of relevant facts may
influence an insurer on any claims arising from your contract of insurance
• You need to be satisfied with the accuracy of any transaction submitted by anyone on your behalf. All information
provided by you or on your behalf is your own responsibility as this might have an impact on any future claim
• Polygraph or similar tests are not obligatory and claims may not be rejected solely on the basis of a failure of such a
test
• If your premium is paid by debit order, the debit order will be in favour of the customer care and claims administrator
and may not be transferred without your approval
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 • Centriq and not the intermediary or customer care and claims administrator, must give reasons in writing for the
repudiation of any claim submitted by you
• We must give you 31 days’ written notice of our intention to cancel your policy
• You are entitled to a copy of your policy free of charge
• Do not sign any incomplete or blank documents. No person may insist that you do so
• Nobody may ask or require you to waive a right that you have as a policyholder
• Complete any forms in ink and keep all documents you receive.

16. Sharing of insurance information

• Insurers share information with each other regarding policies and claims with a view to prevent fraudulent claims and
obtain material information regarding the assessment of risks proposed for insurance. By reducing the incidents of
fraud and assessing risks fairly, future premium increases may be limited. This is done in the public interest and in the
interest of all current and potential policyholders
• The sharing of information includes but is not limited to information sharing via the Information Data Sharing System
operated by TransUnion ITC on behalf of the South African Insurance Association. By the insurer accepting or renewing
this insurance, you or any other person that is represented herein, gives consent to the said information being
disclosed to any other insurance company or its agents
• As part of our legal processes to adequately assess risk and to enable us to provide the cover you have requested, we
share your information in regard to past insurance policies and claims that you have made. We use 3 rd parties and
other legally recognised sources or databases to verify certain information that you have provided to us.
• By insuring or renewing your insurance you hereby waive any rights of confidentiality with regards to underwriting or
claims information that you have provided or that has been provided by another person on your behalf
• In the event of a claim, the information you have supplied with your application together with the information you
supply in relation to the claim, will be included on the system and made available to other insurers participating in the
Information Data Sharing System
• Sharing of insurance information is done in accordance with applicable legislation, as well as Centriq’s Privacy Notice
which can be found on their website: [Link].

17. Consent to collect, process and store personal information

When you enter into this policy you will be giving us your personal information that may be protected by data protection
legislation, including but not only, the Protection of Personal Information Act, 2013 (“POPI”). We will take all reasonable
steps to protect your personal information and comply with POPI and its relevant regulations. We will process your
personal information as far as it is necessary to carry out the actions for the conclusion and performance of this policy
and note that all processing carried out is in compliance with certain obligations imposed by law with regards to insurance
products.
In order to give effect to the above, we will:
• Process your personal information to:
• Communicate information to you that you ask us for
• Provide you with insurance services
• Verify the information you have given us against any source or database
• Compile non-personal statistical information about you
• Transmit your personal information to any affiliate, subsidiary or reinsurer so that we can provide insurance services
to you and to enable us to further our legitimate interests including statistical analysis, reinsurance and credit control
• Transmit your personal information to any third party service provider that we may appoint to perform functions
relating to your policy on our behalf
• You acknowledge that this clause will remain in force even if your policy is cancelled or lapsed
• Processing of your personal information is always done in accordance with the applicable legislation, as well as
Centriq’s Privacy Notice which can be found on their website: [Link]
• Where we market to you or are otherwise required to obtain your consent, we will do so in a manner that will allow
you to provide your consent voluntarily and for a specific and informed process.

18. Waiver of rights

• No financial services provider, Underwriting Management Agent or Insurer (product supplier) may request or induce
in any manner a client to waive any right or benefit conferred on the client by or in terms of any provisions of the
General Code of Conduct, or recognise, accept or act on any such waiver by a client
• Any such waiver is null and void.

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19. Conflict of interest
• We have considered the conflict of interest provisions in terms of the “FAIS” Act 37 of 2002 and the Policyholder
Protection Rules and have not identified any actual or potential conflicts of interest, either ownership interest,
financial interest, third party relationships, associates or distribution channels
• We support a values based approach where the spirit of the legislation is embraced. This is reviewed at least annually
and reported on to the Financial Sector Conduct Authority
• A conflict of interest management policy is available to clients upon request.

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