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.