Frequently Asked Questions

  • Insurance > General
    • Q: What are the T&C of the Insurance Products?
    • Q: I would like to know more about my Insurance product. Who can I phone?
      A:

      Should you require additional information, please call the following numbers for the relevant insurance product: The below contact numbers are available to you from Monday-Friday, from 8.30-16.30.

      Account Benefits: 0860 444 918
      Active Pulse: 0860 117 525
      Cellphone Insurance: 0860 117 524
      Funeral Plan: 0860 444 918
      Legal Protection Plan: 0860 117 525 Lifenet: 0860 117 523
      Mens Only: 0860 117 523
      Jewellery Insurance: 0860 117 527
      Women's Only: 0860 117 525
      You can also call our Customer Services on the number 0860 576 576.

    • Q: I received a nominated beneficiary form in the post. What is this and what must I do with it?
      A:

      The purpose of this form is to allow you to nominate the person whom you want to receive the benefit or payout of the particular insurance policy which you have taken up, if you should pass away. Please complete the form and fax it to the following number 021 929 8410.

    • Q: Where can I direct complaints if I feel that my claim has been handled unfairly, or if I want to report any non-compliance with the FAIS Act?
      A:

      Please read through the Complaints Resolution Policy by clicking here, complete the form attached thereto and send it to faiscomplaints@tfg.co.za

    • Q: How many beneficiaries can I have on my cover?
      A:

      You are only allowed one beneficiary.

    • Q: I need to lodge a claim, how do I do that?
      A:

      Please read your insurance policy carefully regarding the specific requirements regarding claims for your chosen policy.

      But generally, when making a claim, you can go to any of our stores and complete, or hand-in the fully completed claim form with the supporting documents (as required by the specific policy/ies).

      Our store staff will assist you to complete the claim form and they will fax it to our Claims Department or to Finrite (in the event of a mobile phone claim), for you.

      Claim forms are available from any of our stores if you lose the copy which we send you when you accept the particular insurance product.

      The store staff will help you if needed.

    • Q: I submitted a claim but have not heard anything yet, who must I contact?
      A:

      You can contact the claims department for any claims queries on 0860 000 388.

    • Q: How do I take up more Insurance products?
      A:

      Account customers can apply online or you can contact our customer services at 0860 576 576.

    • Q: What happens if I don’t pay my instalment?
      A:

      If your account with us is in arrears, your insurance policy/ies will lapse and no cover will be in force.

    • Q: Can I cancel the policy at any time?
      A:

      Yes, you can cancel the cover by giving us 30 days notice, by contacting our Customer Services on 0860 576 576, which is located in our offices at 240 Voortrekker Road, Parow East.

  • Insurance > Legal Protection Plan
    • Q: Will my family receive cover if I am the main member?
      A:

      Yes. Legal Protection Plan will cover you, your spouse (limited to one spouse only) and your four eldest dependent (unmarried and unemployed) children, who are under the age of 21 years.

      Legal Protection Plan Platinum and Legal Protection Plan Platinum Plus will cover you, your spouse (limited to one spouse only) and all your dependent (unmarried and unemployed) children, who are under the age of 25 years.

    • Q: Is there a limit on how much I can claim?
      A:

      Yes. There is a limit under the Legal Insurance Benefit.

      The maximum cover under the Legal Insurance Benefit for Legal Protection Plan is R37 000 (thirty seven thousand rand) per membership per year.

      The maximum cover under the Legal Insurance Benefit for Legal Protection Plan Platinum is R50 000 (fifty thousand rand) per membership per year.

      The maximum cover under the Legal Insurance Benefit for Legal Protection Plan Platinum Plus is R77 000 (seventy seven thousand rand) per membership per year.

    • Q: After taking up the product, what is the waiting period before I am covered?
      A:

      There is no waiting period for the Legal Emergency benefit and the Basic benefit. There is also no waiting period for the Mediation benefit, but this benefit only applies to a cause of action which arises after the starting date of the product.

      The Legal Insurance benefit for Legal Protection Plan is subject to a 3 month waiting period.

      The Legal Insurance benefit for Legal Protection Plan Platinum is subject to a 2 month waiting period.

      The Legal Insurance benefit for Legal Protection Plan Platinum Plus is subject to a 1 month waiting period.

    • Q: Who do I phone when I want to make use of the product?
      A:

      For legal assistance, call 0861 534 367. Always have your TFG store account number on hand (remember, your account number is your membership guide number). For administration queries, call 0860 117 525.

    • Q: Do increases apply to my monthly payment?
      A:

      Yes, the monthly payment is subject to periodic review, but you will be notified of changes.

      Terms and conditions apply.
      Foschini Retail Group (Pty) Ltd is an authorised financial services provider. Insurance is underwritten by Guardrisk Insurance Company Limited, an authorised financial services provider. This product is serviced by Lipco Law For All, a division of LIPCO Group (Pty) Ltd, an authorised financial services provider.

  • Insurance > Men's only
    • Q: What types of cancer does Men’s Only cover?
      A:

      Men’s Only covers you for either Prostate Cancer OR Testicular Cancer.

    • Q: What is regarded as Prostate Cancer or Testicular Cancer?
      A:

      Prostate Cancer- means a first positive diagnosis of growing malignant cells within the prostate glands by a Doctor.

      Testicular Cancer- means a first positive diagnosis of growing malignant cells within one or both testicles (excluding skin cancer) by a Doctor.

    • Q: What are the waiting periods?
      A:

      There is a three month waiting period for the Natural Death benefit and the Dread Disease benefit. There is no waiting period for the Accidental Death benefit.

    • Q: Can I take up the product if I was already diagnosed with one of the cancers (Prostate Cancer or Testicular Cancer)?
      A:

      Yes.

      If you have been diagnosed with one of the Dread Diseases before the starting date of the policy (and the diagnosis was within the last three years), you cannot take up cover for that Dread Disease, but you could still take up the cover for the other Dread Disease. For example, if you were diagnosed with prostate cancer last year, you could still take up this cover for the testicular cancer benefit. If you have been declared medically free from the particular Dread Disease for a period of three years or more before the starting date of the policy, you can still take up this cover. 

    • Q: Can I claim for both Prostate Cancer and Testicular Cancer?
      A:

      No.  The Dread Disease benefit may only be claimed and paid out once during the term of the policy for either prostate cancer or testicular cancer.  Where it has been paid out, only the death cover will continue subject to the terms of the policy. 

    • Q: What number do I call if I want to make use of my Medical & Health Helpline?
      A:

      You must call 0861 321 657.

      Terms and conditions apply.

      Foschini Retail Group (Pty) Ltd is an authorised financial services provider. Insurance is underwritten by Guardrisk Insurance Company Limited, an authorised financial services provider.

  • Insurance > Women's only
    • Q: What types of cancer does Women's Only cover?
      A:

      Women's Only covers you for either cancer of the breast, ovaries, fallopian tubes, cervix, uterus, vagina or vulva.

    • Q: What are the waiting periods?
      A:

      There is a three month waiting period for the Natural Death benefit and the Dread Disease benefit. There is no waiting period for the Accidental Death benefit.

    • Q: Can I take up the product if I was already diagnosed with one of the cancers?
      A:

      Yes.
      If you have been diagnosed with cancer of the breast, ovaries, fallopian tubes, cervix, uterus, vagina or vulva before the starting date of the policy (and the diagnosis was within the last 3 years), you cannot take up the cover in respect of the diagnosed cancer, but you could still take up the cover for any of the other cancers. For example, if you were diagnosed with breast cancer last year, you could still take up the cover for any of the other types of cancer. If you have been declared medically free from the particular cancer you were diagnosed with for a period of 3 years or more before the starting date of the policy, you can still take up the cover.

    • Q: Can I claim for more than one cancer?
      A:

      No.  The Dread Disease benefit may only be claimed and paid out once during the term of the policy.  Where it has been paid out, only the death cover will continue subject to the terms of the policy.

    • Q: What number do I call if I want to make use of my Medical & Health Helpline, Mother & Baby Careline & Trip Monitor Service?
      A:

      You must call 0860 966 360.

    • Q: Is the Trip Monitor service similar to a Roadside assist service?
      A:

      The Trip Monitor service is not a Roadside assist service.

      By calling the Trip Monitor service before you start a long distance trip or shorter trips ,such as driving home late at night, and giving your details (such as destination and emergency contact details), you will be called by the Trip Monitor Call Centre at certain times during the trip. The regular follow-up calls to you will give you and your family comfort in knowing that your trip is being monitored for safety. If you do not answer any calls from the Trip Monitor Call Centre while travelling, your emergency contact person and/or emergency services will be called. They will also be informed of your last location when contacted.

      Terms and conditions apply.

      Foschini Retail Group (Pty) Ltd is an authorised financial services provider. Insurance is underwritten by Guardrisk Insurance Company Limited, an authorised financial services provider.

  • Insurance > LifeNet and LifeNet Platinum
    • Q: Do I need to be permanently employed to take up LifeNet?
      A:

      Yes. This means that at the time of taking up the cover, you must have been permanently employed for at least 3 (three) months immediately prior to the start date of the policy. Permanent employment does NOT include self-employment, probation periods and fixed term employment contracts. 

    • Q: What is Retrenchment?
      A:

      Retrenchment is when a company or organisation determines that it needs to reduce the number of people in its employ in order to match or meet operational requirements.

    • Q: Does LifeNet credit my TFG account if I am dismissed or quit my job?
      A:

      No, LifeNet will only credit your TFG account if you are retrenched. You will also not be covered if you accept voluntary retrenchment or resign.

    • Q: How many instalments will be credited to my TFG account?
      A:

      LifeNet will credit your TFG account with a maximum of three (3) consecutive R784 (R1 680 if the Lifenet Platinum option is selected) instalments. Once this three month period is over you will be liable for your TFG account instalments.

    • Q: Am I covered if I die?
      A:

      Yes, LifeNet and Lifenet Platinum cover you for both natural and accidental death.

    • Q: Are there any waiting periods?
      A:

      Yes, there is a three (3) month waiting period for the Retrenchment benefit and the Death benefit for natural death. This means that you will not be able to claim for the Retrenchment benefit or the Death benefit for natural death within the first 3 months of the policy’s starting date. There is no waiting period for the Death benefit for accidental death.

      Terms and conditions apply.

      *Foschini Retail Group (Pty) Ltd is an authorised financial services provider. Insurance is underwritten by Guardrisk Insurance Company Limited, an authorised financial services provider.

  • Insurance > Account benefits
    • Q: Can I cover my whole family with Account Benefits?
      A:

      Account Benefits only has a personal plan option, meaning it only covers the main account holder.

    • Q: If I am retrenched, am I able to make a claim with Account Benefits.
      A:

      No. Account Benefits only has a death cover, account settlement (in the event of death), lost card protection and SMS alert, it does not cover you in the event of your retrenchment.

    • Q: Do I have the option to be charged more for Account Benefits so that the payout for the death cover and account settlement can increase?
      A:

      No, there is a standard rate that everyone pays and payouts are also standard.

    • Q: Can I take out Account Benefits if I already have other funeral covers with TFG (The Foschini Group)?
      A:

      Yes you can.

    • Q: Most insurance products lapse at the age of 65, is this the case for Account Benefits as well?
      A:

      No. Account Benefits does not lapse when you reach 65 years of age.

    • Q: What is the waiting period before I can submit a claim for Account Benefits?
      A:

      There is no waiting period.

  • Insurance > TFG Critical Care and TFG Critical Care Family
    • Q: Will I be covered if I go to any hospital?
      A:

      You will be covered if you (or your spouse or child/children if you have selected the spouse or family option) are admitted to hospital in the Southern African Customs Union, for a period of more than 48 hours. The Southern African Customs Union includes South Africa, Botswana, Lesotho, Swaziland and Namibia. Please read the definition of "hospital" in the Policy and Disclosure Notice for more details and exclusions.

    • Q: Are there any waiting periods which apply to TFG Critical Care/TFG Critical Care Family?
      A:

      Yes, for both products there is a waiting period of 3 months for the Income Protector benefit (when hospitalised) and the Critical Illness benefit. This means that the admission to hospital and/or first diagnosis of the critical illness must originate after the waiting period has ended. There is no waiting period for the Accidental Death benefit.

    • Q: Is there a limit as to how much I can claim under these products?
      A:

      Yes. If you are hospitalised you can claim R396 per day (from day 1) for a maximum of 30 days (or 100 days for the family option for all persons insured under the policy combined) per twelve (12) consecutive calendar months. Admission to hospital must be for more than 48 hours to qualify for this benefit. The Accidental Death benefit is R13 225 and the Critical Illness benefit is R6 615, for you and your spouse (if the spouse option is selected). Under the TFG Critical Care family option, the Accidental Death benefit for you and your spouse is R13 225 and for your child/children is R6 615, and the Critical Illness benefit for you and your spouse is R6 615 and R3 250 for your child/children.

    • Q: Who do I phone when I want to claim?
      A:

      Please contact TFG’s Insurance Claims Department on 0860 000 388, which is a sharecall number.

    • Q: When am I no longer covered by my policy?
      A:

      It is important that you know that the policy will end when:

      • - the instalments that are due on your TFG account are unpaid i.e. your TFG credit facility is in arrears;
      • - your TFG credit facility is terminated or closed;
      • - your TFG credit facility is frozen as provided for under the National Credit Act 34 of 2005;
      • - the Accidental Death benefit becomes payable in the event of your accidental death;
      • - TFG ceases to participate in the policy;
      • - the policy terminates;
      • - you die; or
      • - you reach the maximum age of 65 (sixty five), whichever of the aforementioned events first occur.


      Where the spouse/family option has been selected and where the spouse reaches sixty five (65) years of age, cover in respect of the spouse only shall lapse and/or where the child/children reaches twenty one (21) years of age, cover shall lapse in respect of the child/children only. Cover for you will not lapse until you reach the age of sixty-five (65) years or until any of the other events as above occur.

      Terms and conditions apply.
      Foschini Retail Group (Pty) Ltd is an authorised financial services provider. Insurance is underwritten by Guardrisk Insurance Company Limited, an authorised financial services provider.

  • Insurance > Funeral
    • Q: What does the Funeral Plan cover?
      A:

      The Funeral plan pays out a lump sum on your death to cover funeral expenses. As the main member you will receive R27, 500 cover for R45.10pm billed directly to your TFG (The Foschini Group) account.

    • Q: Do I need to undergo any medical tests?
      A:

      You do not need to go for any medical examinations or blood tests in order to be covered.

    • Q: What does the waiting period mean?
      A:

      The waiting period means that you will not be able to claim within the first 3 months of your policy’s inception date. There is no waiting period for accidental death.

    • Q: What happens after I have turned 65 years?
      A:

      The policy will automatically cease when you turn 65 years.

  • Insurance > Jewellery
    • Q: How is the premium for Jewellery Insurance billed to my account?
      A:

      10% or 20% (depending on whether you choose the 1 or 2 year cover) of the jewellery item's original selling price is billed once-off to your account and this can be paid off over 6 or 12 months (depending on your payment plan).

    • Q: If I buy a jewellery item in cash, do I qualify for Jewellery Insurance and how do I pay for it?
      A:

      Yes, you do qualify. 10% or 20% of the jewellery item's original selling price is paid, in cash, up-front.

    • Q: How many days do I have to insure my jewellery item?
      A:

      30 days from date of purchase.

    • Q: If I wish to cancel my Jewellery Insurance what do I do?
      A:

      You may give us a 30 days written notice or you can call our Customer Service Centre on the number 0860 576 576.

    • Q: If I wish to claim, what do I do?
      A:

      Within 48 hours of the damage, loss or theft you must go to the police. You will have to sign an affidavit at the police station providing full details of the cause of the damage, loss or theft. If the insured jewellery was lost or stolen, you must also get a police case number. Within 30 days of the date the insured jewellery was damaged, lost or stolen you must go to one of our stores. For claims for loss or theft, you must take your affidavit, the police case number and proof of ownership. For claims for damage, you must take your affidavit and proof of ownership as well as the damaged insured jewellery. Fill in a claim form. The store staff will help you fill in the form and will fax it, along with any other documents to our Claims Administration Dept.

    • Q: Can I cover more than one jewellery item?
      A:

      Yes, you can cover as many items as you would like.

    • Q: What happens if I skip (i.e. don't pay) an account payment?
      A:

      If you skip an account payment, you will not be covered in the event of a claim.

    • Q: When will I not be covered?
      A:

      If your account is in arrears;  If you no longer have an account with us; If the loss or damage is caused recklessly or deliberately, for example:  If the jewellery goes missing from any vehicle.  If the jewellery is not safely stored or left unattended in a public place. If your let children play with the jewellery. Please read the Policy for the full exclusions (i.e. what is not covered and instances where loss, damage or theft will not be covered).

    • Q: If my claim is approved, what is the process that I should follow?
      A:

      If your claim is approved, the Foschini Group store where you made the claim, will phone you to come and collect your repaired jewellery or the replacement jewellery. You must collect it from this store within 60 days of the store having phoned you.

    • Q: How do I follow up on the progress of a claim?
      A:

      You can contact our Claims Department on (021)938-1911.

    • Q: When claiming, do I pay an excess?
      A:

      Yes, you will have to pay a certain amount towards each approved claim. Please see the table below for the amount that you will have to pay if your claim is accepted:

      If this is your:

      You’ll pay:

      First claim that we accept

      10% of the original selling price of the insured jewellery

      Second claim that we accept

      20% of the original selling price of the insured jewellery

      Further claims that we accept

      30% of the original selling price of the insured jewellery

  • Insurance > Cellphone
    • Q: Can I insure a mobile phone that I bought from a store that is not part of TFG?
      A:

      No, we only insure mobile phones that are bought from stores that are part of TFG (The Foschini Group).

    • Q: How many days do I have to insure my new mobile phones?
      A:

      30 days from date of purchase.

    • Q: Do I pay an excess when claiming?
      A:

      Please see the table below for excess payable on total loss, theft or beyond economic repair:

       

      Band 1

      Band 2

      Bands 3 to 7

      1st claim

      R 50

      R 150

      R 250

      2nd claim within 12 months of first claim

      R 100

      R 300

      R 500

      3rd claim within 12 months of first claim

      R 500

      R 500

      R 700


      Please see the table below for excess payable on partial damage (repairable damage or breakdown):

       

      Band 1

      Band 2

      Bands 3 to 7

      1st claim

      R 50

      R 150

      R 250

      Further claims within 12 months of first claim

      R 300

      R 300

      R 500

    • Q: How do I cancel my insurance?
      A:

      You may give us a 30 days written notice by contacting our Customer Services on the number 0860 576 576 or you can contact Finrite Administrators on 0861 663 266.

    • Q: When does my cover cancel?
      A:

      When your account is in arrears, or when you no longer have an account with us, or on your request.

    • Q: What do I do in the event of a claim?
      A:

      In the event of loss or theft you must blacklist your phone with your Service Provider (i.e. MTN, Vodacom or Cell C) and obtain an ITC reference number, before reporting the matter to SAPS.

      The loss or theft must be reported to the SAPS within 48 hours of loss or theft and you must obtain a SAPS case number. Then visit one of our nearest stores and request a claim form. Once the claim form is completed, the claim documentation (i.e. the SAPS case number, ITC reference number, sworn affidavit and proof of purchase) will be faxed or scanned by our store staff to Finrite Administrators. Claims must be submitted within 30 days of the date of loss, theft or damage.

      In the event of damage, you must report the matter to SAPS (within 48 hours of the damage occurring) and you will need to sign a sworn affidavit setting out how the damage occurred. A SAPS case number is not required in the event of a damage claim. Then visit one of our closest stores and fill out a claim form. Once this form is completed the store staff will fax or scan the claim form and sworn affidavit to Finrite Administrators.

    • Q: How do I follow up on the progress of a claim?
      A:

      You may contact Finrite Administrators on the number 0861 663 266.

    • Q: What happens if I skip (i.e. don't pay) an account payment?
      A:

      If you skip an account payment, you will not be covered in the event of a claim.

    • Q: Who is the underwriter of the product?
      A:

      Guardrisk Insurance Company Limited.

    • Q: When will I not be covered?
      A:

      If your account is in arrears; If you no longer have an account with us; If the mobile phone is lost, stolen or damaged while in the possession of someone other than the user specified in the Policy Schedule. Please read the Policy for all of the exclusions (i.e. what is not covered and instances where the loss, theft or damage will not be covered.)

  • Insurance > TFG Retrenchment Plan
    • Q: Do I need to be permanently employed to take up TFG Retrenchment Plan?
      A:

      Yes. This means that, at the time of taking up the product, you must be permanently employed for a position without a pre-determined time limit, which does NOT include self-employment, probation periods and fixed term employment contracts.

    • Q: What is Retrenchment?
      A:

      Retrenchment is when a company or organisation determines that it needs to reduce the number of people in its employ in order to match or meet operational requirements.

    • Q: Does TFG Retrenchment Plan credit my TFG account if I am dismissed or quit my job?
      A:

      No, TFG Retrenchment Plan will only credit your TFG account if you are retrenched. You will also not be covered if you accept voluntary retrenchment or resign.

    • Q: How many instalments will be credited to my TFG account?
      A:

      TFG Retrenchment Plan will credit your TFG account with a maximum of six consecutive R2 500 instalments. Once this six month period is over you will be liable for your TFG account instalments.

    • Q: What else am I covered for under TFG Retrenchment Plan?
      A:

      TFG Retrenchment Plan includes a Retrenchment benefit, which provides that if you are retrenched and the terms and conditions of the policy are met, you will be paid an amount of R20 000. The Retrenchment benefit is only paid out once every twenty four (24) month cycle. There is also a Disability benefit which covers both permanent and temporary disability and gives you up to R24 000 disability cover within a twenty four (24) month cycle.

    • Q: Are there any waiting periods?
      A:

      Yes, there is a waiting period of three (3) months for all the benefits, calculated from the starting date of the policy. This means that, if the retrenchment or disability occurs during the first three months of the policy, the benefit will not be paid.

      Terms and conditions apply.
      *Foschini Retail Group (Pty) Ltd is an authorised financial services provider. Insurance is underwritten by Guardrisk Insurance Company Limited, an authorised financial services provider.

  • Insurance > Account Balance Protection Plan
    • Q: Does Account Balance Protection cover my family?
      A:

      Account Balance Protection only covers you, if you have an active and up-to-date TFG store account.

    • Q: What cover does Account Balance Protection provide?
      A:

      Account Balance Protection will settle the outstanding balance under your account with us as at the date of your death (provided you die during the currency of your TFG account), up to a maximum settlement amount of R27 000.

    • Q: Are waiting periods applicable?
      A:

      Yes. There is a 3 month waiting period in the event of your natural death. There is no waiting period for accidental death.

    • Q: Who do I phone when I want to claim?
      A:

      Please contact TFG’s Insurance Claims Department on 0860 000 388, which is a sharecall number.

  • Insurance > TFG Accident Plan
    • Q: What are the benefits and who do they cover?
      A:

      Main Member - In the event of the main member's accidental death an amount of R50 000 will be paid out. A once-off R50 00 will also be paid out if the main member becomes permanently disabled as a result of an accident.

      Spouse - An amount of R25 000 will be paid out in the event of the main member's spouse's accidental death. A once-off R25 000 will also be paid out if the main member's spouse becomes permanently disabled as a result of an accident.

      Family (child) - An amount of R5 000 will be paid out in the event of the main member's child's accidental death. A once-off R5 000 will also be paid out if the main member's child becomes permanently disabled as a result of an accident. A maximum of four children can be covered under the policy.

    • Q: How much are the monthly premiums?
      A:

      Main Member only

      Main & Spouse

      Main & Child

      Main, Spouse & Child

      R31.50 per month

      R31.50 per month for the main member plus R19.50 per month for the spouse option, which is a total monthly premium of R51.00.

      R31.50 per month for the main member plus R5.00 per month for the family option, which is a total monthly premium of R36.50.

      R31.50 per month for the main member plus R19.50 per month for the spouse option plus R5.00 per month for the family option, which is a total monthly premium of R56.00.

    • Q: What are the waiting periods?
      A:

      There are no waiting periods applicable to the benefits, and cover is immediate.

    • Q: Do increases apply to my monthly premium?
      A:

      Yes, the monthly premium is subject to increase once every calendar year, but the main member will be notified of increases.

      No medical examinations are required. The Permanent Disability benefit is only payable once for each person insured under the policy. Where it has been paid out during the term of the policy, only the Death Benefit for that insured will remain and the premium will not reduce.

      The benefits will be paid to the main member, or to the main member's nominated beneficiary if the main member has died. A nominated beneficiary is someone the main member chooses to receive the payment if he/she dies.


      Terms and conditions apply.
      Foschini Retail Group (Pty) Ltd is an authorised financial services provider. Insurance is underwritten by Guardrisk Life Limited, an authorised financial services provider.