VODASURE MEDI-ASSIST

Terms and Conditions 

These are the terms and conditions for your Vodasure Medi-Assist value added product. It is important that you read and keep this document in a safe place. Vodacom Insurance Company (RF) Limited (“Vodacom”) brings this value-added product to you in conjunction with Emergency Reaction Services (Pty) Ltd, who are the product providers and will be administering the benefits and services for your Vodasure Medi-Assist value added product.  
It is important to note that the Vodasure Medi-Assist value added product is not a health insurance product or a medical scheme. Therefore, this policy is not a substitute for medical scheme membership.

By accepting these terms and conditions, you are acknowledging that:  

1. You have accepted the option to activate the value-added product and that you understand all the features, benefits, limitations, and costs associated with the value-added product you have selected.  

2. This value-added product is optional, and you have agreed to the terms, conditions, exceptions, and limits stated in this document.  

3.    You give Vodacom permission to add a monthly service fee of R29,77 to your Vodacom contract bill.

Cancellation 

    You can cancel this value-added product by calling 082 135. 

How to Claim 

To claim for any of the benefits or services listed under your value-added product, please contact our helpline on 0860 107 779. 

Queries and complaints regarding this value-added product may also be submitted to us via our helpline on 082 135.  

General                                

1.     Vodacom reserves the right to suspend this value added product and its benefits in its sole and absolute discretion, including when any fraudulent activity is suspected, and if the outcome of an investigation proves that fraudulent activity did occur, Vodacom shall be entitled to terminate the product and/or benefits.  

2.     Vodacom may amend, modify, or otherwise change these terms and conditions or the monthly service fees payable in its sole and absolute discretion subject to 30 days written notice to you. By continuing to use any of the value-added products you agree and understand that you will be bound by the amended terms and conditions. You agree and understand that it shall be your responsibility to keep up to date with these terms at all relevant times. 

3.     Vodacom has the right to withdraw or shorten the duration of any of its value-added products in its sole and absolute discretion and will notify customers if it chooses to do so. Customers will not have a claim against Vodacom in this event.  

Terms of Use for the Value-Added Products  

1.         Vodacom provides the Vodasure Medi-Assist value added product to Vodacom customers in conjunction with Emergency Reaction Services and its duly authorised partners and/or third-party service providers and, subject to these terms and clause 3 in particular, shall make the full benefits available to you once you have signed up /registered for or have agreed to activate the Vodasure Medi-Assist value added service. By using this value-added product, you are deemed to have accepted these terms and conditions and agree to abide by them.  

2.     By signing up for any of our value added products you give us your informed and explicit consent and authorize us to process your personal information, locate your mobile phone device and share your location and personal information with our duly authorised partners and/or third party service providers to enable us to provide the valued added service to you. All your relevant personal information will be processed in accordance with our information security processes and information processing policy according to the POPI Act. 

3.     By signing up and/or activating any of our value-added products you acknowledge and agree to be bound by the following conditions of use:

3.1. You must ensure and you acknowledge that it is your responsibility that your account with Vodacom is active, up to date with repayments and has a sufficient credit balance available to enable the monthly service fee for the value added product to be debited to your account. In the event that the debit of the monthly service fee to your account is unsuccessful we may suspend, limit and/or cancel your use of, subscription and/or access to the value-added product. Vodacom (hereinafter “we”, “us”, “our” and/or “ourselves”) are hereby absolved of any liability in this regard.

3.2. You hereby give your informed and explicit consent for your account with Vodacom to be debited with the monthly subscription fee for provision of the value-added product.

4.     Vodacom shall not in any way or form be held liable for unavailability of the value-added service due to non-payment of the monthly service fee by yourself.

5.     This value-added product may not be used for any purpose other than for your personal non-commercial purposes. The product may not be used in a manner that would bring us or our business into disrepute. Furthermore, our value-added products may not be used for unlawful purposes or in a manner which infringes our rights or the rights of any other person. 

6.     We shall be entitled to terminate these terms and conditions immediately if you commit any material breach of any term of these terms and conditions. No waiver by us of any breach of a provision of these terms and conditions by you shall be considered as a waiver of any subsequent breach of the same or any other provision.

7.     The territory in which any of our value-added products shall be available to you is limited to the area within the borders of the Republic of South Africa (“territory”) unless stated to the contrary herein.

24 HOUR MEDICAL ADVICE

Our medical team will guide you through your emergency while help is on the way. We will also answer any health-related questions you may have as well as answer questions on minor ailments and medication. We do not diagnose.

Our highly trained medical team will also guide you through your medical inquiry. Here are some examples of what you can chat to our trained personnel about:

Prescription Medication Contra-indication of medicines Fevers Blurred Vision Insomnia Headaches/ Migraines Stomach aches Antibiotics Why not to take expired medication; Treatment of abrasions; Telephonic CPR Earaches Allergies Women’s / Men’s Health Supplements; Cramps.

Medical Referrals: In addition to the general medical advice, one call to the same number will connect you with various other emergency and assistance organizations.

This program includes referrals to crisis lines in the case of:

Family and Domestic Abuse; Rape; Child Abuse; Bereavement; Suicide Hotline - Life Line; Poison Hotline – In House.

MEDICAL TRANSPORTATION

In the event of a client’s involvement in a medical emergency, Yebo Doctor will arrange and coordinate the most appropriate method of emergency medical transportation. Clients will be transported to the nearest medical facility capable of providing adequate care.

Members who have additional cover from a medical aid/medical insurance plan, that will cover the cost of being taken to a private facility, will be taken to one. Should a member not have any additional cover they will be taken to the closest government medical facility.

Qualify: This service can only be used by registered members only.

24 HOUR MEDICAL ADVICE

TELE-MEDICINE NURSE CONSULTATION OR ONE ON ONE TRAUMA/BEREAVEMENT COUNCELLING

Member contacts the call centre. The call centre Medical Case manager will obtain initial information. Quick triage process to determine whether an emergency exists and if so, will deal with it immediately. They will continue with the validation process and will open a case.

For a Nurse Consultation or if Trauma Counselling is requested the case manage will ascertain if there is a nurse available immediately and will then transfer the call to the available nurse.

If a nurse is not immediately available, a consultation with a nurse will be scheduled: For Trauma counselling we schedule a one-hour session, at the client’s convenience with a nurse who speaks the correct language. For Non-Emergency Medical advice, a call will be scheduled with the next available nurse. The Nurses will get back to the member via call back within 30 minutes.

24 HOUR CORONA MEDICAL LINE

Our team of medical professionals will give advice on how to treat symptoms with home care if possible as well as refer members to appropriate medical facilities, give advice and information as required on the virus and quarantining.

PREGNANCY INFORMATION LINE

Our team of medical professionals will give advice on pregnancy and pregnancy related questions. A member can call in to get information on each trimester. The member can also get any information on how she may be feeling as well as any other questions or information she may need.

MOM & BABY, CHILDCARE INFORMATION

Our team of medical professionals will give advice to new moms that may need any kind of advice or information once they have had their baby including things like feeding, postpartum, introducing solids, teething etc. This line extends to helping parents with any health-related issues that are relevant to children, illness, nutrition etc.

MEN'S & WOMAN'S HEALTH

Our team of medical professionals will give advice on any men's or women's health related issues.

SEX & DRUG INFORMATION LINE

Our team of medical professionals will give advice for members on drugs, the effects of medication as well as on sexual related medical issues.

24 HOUR ADVICE ON ALL CHRONIC DISEASES & MEDICATION

Our team of medical professionals will give advice for members on chronic illnesses such as diabetes, blood pressure, asthma, heart conditions and many others. Members can call in and get more information about the illness they have, how they can better manage these diseases as well as the effects that the medication may have on the member.  We will give as much information as possible to assist the member in living healthier with their chronic disease.

ADVICE LINES

24 Hour Medical Advice, Pregnancy Advice, Mom and Baby Line, Nutrition Advice Line, Diabetes Advice Line, Chronic Medication Advice Line, Teenager Advice Line and Gogo Advice Line.

DISCOUNTS FOR DOCTORS, DENTISTS, OPTOMETRISTS

The member will contact the call centre to ascertain the availability of a doctor. The call centre will give the member the details of the doctor and will offer to make the appointment on behalf of the member. The call centre will contact the doctor and simultaneously ascertain a convenient time and date for the member. The call centre will contact the member to confirm the appointment. When the appointment is made, they will determine the family member in need of the doctor’s services.

DOCTORS:

The member will have access into a national network of doctors (Family Living doctors’ network). The member qualifies for discounts with doctors in this network. If the member wants to use their own doctor, we will contact the doctor and ask the doctor to join the network, and the member can use their own doctor and receive the discount.

The member will receive a 20% Discount on consultation fees. If the doctor does package deals (Consultation and medicine), the medicine part will be excluded, and the consultation will be discounted (medicine is regulated and cannot be discounted).

We will try to structure special deals in the rural areas.

There will be no limits to the number of consultations. The offer will be available to

the member and the extended family of such member not being dependent on cohabitation.

Procedure for making an appointment:

The member will contact the call centre to ascertain the availability of a doctor. The call centre will give the member the details of the doctor and will offer to make the appointment on behalf of the member. The call centre will contact the doctor and simultaneously ascertain a convenient time and date for the member. The call centre will contact the member to confirm the appointment. When the appointment is made, they will determine the family member in need of the doctor’s services.

DENTIST

The member will call the call centre and request a dentist referral from our network. If the member wants to use their own dentist, we will contact the dentist and ask the dentist to join the network and the member can use their own dentist and receive the discount.

The member will receive a discount from 10% Discount. The supplier will try to structure special deals in the rural areas. Limit to Number of consultations.

There will be no limits to the number of consultations. The offer will be available to the member and the extended family of such member not being dependent on cohabitation.

OPTOMETRIST

The member will call the call centre and request an appointment with an optometrist.  If the member wants to use their own optometrist, the supplier will sign the optometrist to the network and the member can use their own optometrist and receive the discount.

Network Discount: 10% Discount on consultation fee, lenses, and frames. The optometry network will offer the members 3 package deals as promotions during the year. Offering 1: Single vision – R 599, Bifocal – R 799, Multifocal – R 999 Offering 2: single vision – R 899, Bifocal – R 1199, Multifocal - R 1599 Offering 3: Single vision – R 1299, Bifocal R 1799, Multifocal – R 2400 Limit to Number of consultations There will be no limits to the number of consultations. The offer will be available to the member and the extended family of such member not being dependent on cohabitation. Procedure for Making of appointment

Procedure for Making of appointment: The member will contact the call centre to ascertain the availability of an optometrist. The call centre will give the member the details of the optometrist and will offer to make the appointment on behalf of the member. The call centre will contact the optometrist and simultaneously ascertain a convenient time and date for the member. The call centre will contact the member to confirm the appointment. When the appointment is made, they will determine the family member in need of the optometrist’s services.

USSD MEDICAL PANIC

USSD MEDICAL PANIC BUTTON, ONE PRESS & WE WILL KNOW WHERE & WHO YOU ARE IF YOU RUN OUT OF AIRTIME SEND US A USSD AND WE WILL CALL YOU BACK

1.  Clients will receive a welcome SMS, which will highlight the benefit and indicate to save this as a speed dial.

2.  Vodasure Medi-Assist PANIC SOS will be there to assist 24/7 no matter where the clients are. In any form of emergency where the member is unable to contact us telephonically by pressing the SOS Panic button on their cell phone, our emergency alarm center will contact the member back to assess their emergency needs.  

3.  At the time of receiving this alert in our alarm centre, all the client’s location details would have been populated into our case management system which will better assist our agents to send the necessary help to clients.  

4.  We will call the client within 90 seconds of our system receiving the panic alert.

5.  We will respond to any emergency by deploying the appropriate service providers, which may include police, the appropriate ambulance service, roadside assistance, home assistance, or where the client has specified that they have private services (such as a private security company), these private service providers will also be deployed. The call centre acts as crisis managers and will provide total care for the client, whatever their situation, with permission from the client, we will contact a family member, colleague or friend to assist in the process where this is considered useful. Please note that any costs incurred except for those stated in the benefits of the package are for the member's own account.

6.  If there is no answer on the phone that generated the panic, Yebo Doctor calls the client back 3 times at 60 second intervals,

7.  After the third call with no response, our protocol is to leave a voice message if able to do so

HIV INFORMATION & ASSISTANCE

Qualified Professional Nurses and Counsellors are available to provide telephonic debriefing as well as face to face counselling   Telephonic debriefing is conducted by qualified counsellors. Should the counsellor determine a need for additional face-to face counselling, the customer will be referred to an appropriate Trauma Counsellor, within the network, nearest to the customer's work or home address.  Once the member has been referred, he/she will be assisted in scheduling an appointment or should the customer prefer, the contact details for the centre will be provided in order to make own arrangements. In the event of the latter, the particular counselling/trauma centre will be notified of a possible counselling session to be scheduled.

Your first choice in immediate HIV Exposure & Trauma Assistance affords you, and your loved one’s step-by-step emergency medical guidance, emotional support, and daily case management in the event of possible HIV exposure and/or a traumatic incident.

Traumatic incident includes: • HIV exposure • Rape • Witness to suicide • Robbery • Natural disasters • Immediate bereavement • Physical assault • Attempted murder • Mugging / theft • Vehicle accidents

What you get? • Access to 24-hour Care Centre • Access to advice regarding the location of Instant Medication and Testing • Access to advice regarding where a member can receive Anti-Retroviral Therapy & STI Medication • Access to where a member can get Face-to-Face counselling • Telephonic Support by specialist case manager

Our Affiliate Network includes:

·           Doctors

·           Nurses

·           Social Workers

·           Psychologists

·           Counsellors

·           Occupational Therapists

 

PRIVACY NOTE

Scope

This Privacy notice applies to the use of, purchase or other interaction with Vodacom. Unless context dictates otherwise, the Vodacom Privacy Statement on https://www.vodacom.co.za/vodacom/terms/privacy-policy shall also apply to all interactions with Vodacom, regarding any collection, use or other processing of personal information.

Personal Information Collected

          Vodacom only collects personal information required to enter into a Vodacom agreement, and provide the related services in relation to the agreement;

          Information collected by Vodacom includes, Name and Surname, Identity Number, Contact Number, Email Address, Bank Account Number and Policy Agreement Number.

          Vodacom does not obtain additional personal information from other sources, without your express consent.

Uses and Sharing

          Vodacom processes the information to provide you with Medi-Assist product as per agreement, for purposes of entering into or performing in terms of a contract and may use the information to provide you with information on related products or offer discount certain offerings;

          Vodacom will use the personal information you provide only for purposes consistent with the reason you provided it;

          Vodacom does not share your personal information with other marketers unless Vodacom have obtained your explicit consent. If you do not provide your consent, Vodacom will not share your personal information;

          When Vodacom provides personal information to companies that perform services on our behalf, Vodacom require those companies to handle the personal information in accordance with our full privacy notice, as well as applicable privacy legislation. These companies cannot use your personal

Your Rights

          You may access personal information that Vodacom holds about you. You can ask us to correct any errors or delete the personal information Vodacom have about you;

          You may opt-out of any marketing messages or further contact from us;

          To protect your privacy, Vodacom may have to verify your identity before Vodacom can give you access to, or change, personal information about you.

How to Contact Us

          Call us on 082 135

          [email protected]