Frequently Asked Question

MPLL assists you in the event of an emergency, typically when you have become the victim of a crime, but also in the case of a medical emergency, and where you require legal assistance.

Traditional insurance products typically do not assist you in the immediate aftermath of a crime or medical emergency. MPLL has been designed to bridge this gap. MPLL assists in the event of you being the victim of:

  • A crime (such as a hijacking, home invasion or mugging).
  • Domestic violence.
  • Trauma and assault.
  • Rape.
  • A medical emergency.

Access to assistance is available 24-hours a day, 365 days a year via an emergency number (0861 000 604), a mobile app (Android and iOS) and an intelligent panic button on your cell phone.

MPLL also provides you with legal insurance, which is not necessarily linked to a crime. See the FAQ “What does legal insurance cover?”

Yes, your immediate family, spouse and children (as listed on your policy schedule) is covered by all the emergency assistance services (crime, domestic violence, trauma and assault, rape and medical emergency) and the legal insurance, subject to the specific terms and conditions.

Not necessarily. The crime, domestic violence, trauma and assault, and rape assistance is crime related. However, the medical emergency services and legal insurance may be linked to, or because of a crime, or may be independent of a crime.

Yes.

Yes. Your premium of R149 per month covers all the emergency assistance services (crime, domestic violence, trauma and assault, rape and medical emergency) and the legal insurance, subject to the specific terms and conditions.

Once you have completed your personal details, accepted the terms and conditions and authorised the monthly debit order, MPLL covers you and your family with all the emergency services and legal insurance.

Emergency services.

Save the emergency number, memorise it if possible and download the app. Follow the instructions within the app and familiarize yourself with its workings. Set up your intelligent panic button on your cell phone.

Legal insurance.

If you require legal advice or want to institute a legal claim:

  • Phone the Santam call centre number shown in the schedule (0860 777 878)– a legal advisor will answer your call.
  • Supply your policy number or identity number. If this is not available, you may supply your initials and last name instead.
  • Explain your case to the legal advisor. The legal advisor will give advice and register a claim if necessary. If advice is all that is required, the legal advisor will immediately supply this or will phone you back if further research is needed.
  • If a claim is registered you will be given a claim number, and the name and telephone number of a legal official who will monitor the case. The legal official will appoint an attorney and contact you with further details.

The claim procedure is as follows:

  • You must tell Santam as soon as possible of any event that may result in a claim, and advise Santam of any other policy which may cover the same event.
  • You must give Santam full details of the event within 30 days after it has occurred, as well as all documents which they may reasonably require.
  • You must immediately inform Santam in writing if you become aware of any possible prosecution, legal proceedings, or claim against you following an event.
  • You must immediately report to the police any criminal activity that may result in a claim.
  • You may not, without Santam’s written consent:
    • Contract the legal services of any service provider;
    • Admit liability;
    • Offer, promise or pay legal costs and legal expenses to any service provider, in respect of any event that may result in a claim.

Please read the complete terms and conditions of the Santam legal insurance policy carefully to ensure you are familiar with and understand them fully.

You authorise a monthly debit order to make payment.

Santam will compensate you for your legal costs and legal expenses in connection with any of the following events, subject to the terms and conditions of the policy:

  • An event that leads to a civil legal action brought by you or against you in your private capacity.
  • An event that leads to your defence against a criminal charge.
  • An event that leads to a legal action by or against you in a labour court.
  • Any legal action in connection with family matters, for example, divorce action, child custody disputes, maintenance suits and access to children.
  • Identity theft that leads to real or potential prejudice and results in legal liability or financial loss or both, due to the fraudulent use of your personal information and identity by an unknown person or institution. Santam does not cover any identity theft caused by your own negligence.

Please read the complete terms and conditions of the policy carefully to ensure you are familiar with, and understand them fully.

  • All pre-existing conditions and events are excluded. Pre-existing conditions or events are an injury, illness, disease, or event that you suffered from before this agreement was put in place.
  • Services are only available within the borders of the Republic of South Africa.
  • Services are only available via the call centre or mobile application.
  • Where applicable, you will receive assistance in obtaining a Police Case number which is required for all crime and domestic violence events.
  • Mobile devices must run on Android or iOS platforms and have a positive mobile data balance.

  • For emergencies call 0861 000 604.
  • For legal advice in terms of the Santam Legal Insurance, call Santam on 0860 777 878.
  • For general product information and policy amendments contact MPLL on 010 110 0064, or email us on info@mypersonallifeline.co.za.