Medigro 24/7 Assist Line – 0860 63 34 476
The assistance services are outsourced and Medigro facilitates these services for your convenience and at your own risk. Should you not be a Medigro client and you make use of these services you will be held liable for the cost thereof. Medigro receives a monthly report on the utilisation of these services and should you have any positive feedback or experience any service issues we would appreciate hearing from you.
Additional services or suspension of certain services may occur from time to time and not immediately reflected on this site.
Roadside & Accident Assistance
Roadside Assistance
Members have access to the following services in the event of a roadside emergency (limited up to R500 per incident):
- Flat battery – jump start only (replacement of battery for the member’s account)
- Flat tyre (help with change of tyre)
- Keys locked in vehicle (unlocking only)
- Fuel assistance (limited to five liters per incident)
- Minor roadside–running repairs (electrical, coil, immobilizer etc.)
- Transmission of urgent messages
Tow-in
Tow-in service to the nearest approved dealership (if under warranty), repair centre or panel beater in the event of:
- Mechanical breakdown – covered up to R500
- Electrical breakdown – covered up to R500
- Accident damage – cost covered to the nearest approved panel beater up to a limit of R1850
Courtesy Transport
Where the vehicle needs to be towed to a repairer, we will arrange for the occupants of the vehicle (up to a maximum of two persons) to be transported to a nominated destination where the breakdown has occurred within a 40 km radius of your normal place of residence.
Hotel Accommodation
Where the breakdown has occurred outside a radius of 100 km from your normal place of residence, resulting in an overnight delay, we will arrange hotel accommodation for the occupants of the vehicle (up to a maximum of four people). Cover up to R500.
Car Rental
If the circumstances of the problem entitles you to the hotel accommodation benefit but you would prefer to continue with your journey immediately, we will arrange for a rental car to enable you to reach your destination, subject to your qualifying for a rental vehicle in terms of the car rental companies general terms and conditions. The costs incurred will be confined to rental charges; delivery and collection of the hire vehicle, and the car must be surrendered on arrival at your destination. Cover up to R500 and subject to availability.
Vehicle Repatriation
In the event of a member’s vehicle being left for repairs, we will pay up to R500 for 24-hour, Group-B car rental or a flight ticket to collect the vehicle after repairs. Alternatively, should the vehicle have been towed to a dealership closer to the member’s place of residence, we will supplement the additional tow costs with the costs of car rental.
Overall limit of R5 000 per annum per policy.
*Please note: This cover excludes all vehicles over 3 500kg. A member will not be entitled to service where the vehicle is not in a roadworthy condition. Any costs incurred through arrangements made by the member without prior authorisation shall not be reimbursed. Assistance is only available in South Africa, Lesotho and Swaziland.
Home Assist
Fixtures, Fittings and Services
In the event of a home emergency, we will arrange for an appropriate repairer (electrician, plumber, locksmith and glazier) to address the problem at one nominated address (call-out fee and first hour labour is covered, thereafter normal rates apply). Please note that all parts and materials used are excluded and will be for the members account. Maintenance related issues are not covered.
A home emergency is defined as an event that is potentially life threatening or could possibly cause structural or further damage to your property.
Overall limit of 3 incidents or up to R2 000 per annum per policy.
Emergency Services Notification and Call out
We will, at your request, relay notification of emergencies to the police, traffic, fire brigade, ambulance, security or any other emergency service provider.
| Type of Emergency | What is covered | What is not covered |
| Electrical | Distribution boards, circuits, main cables causing power failure | Electrical gates and doors |
| Earth-leakage relays causing powerfailure | Jacuzzi, swimming pool andborehole pumps | |
| Geyser connections, thermostatsand elements | Air conditioners and commercialrefrigeration | |
| Multiple plug points causing powerfailures | Repairs not complying withregulated specifications such as SABS and others | |
| Lighting strikes on wiring causingpower failures | All electrical motors (electric gatemotors etc) | |
| Multiple burnt connections onwiring or plug points causing power failure | White Appliances (Stove,Refrigerator, Dishwasher etc) | |
| General House Wiring | ||
| Connections to all electrical motorscausing power failure | ||
| Municipal connections inside theproperty causing power failure | ||
| Plumbing | Burst water connections and pipesthat are causing further structural damage | Concealed pipes are not covered.Specialist are not covered e.g Leak Detectors |
| Overflowing blocked drains(internal & external) that can cause further structural damage | Specialist are not covered e.g Drainspecialist like Roto-Rooter & Drain Surgeon | |
| Geyser Problems (No hot water –dependent on case circumstances, water pressure, overflowing geyser) | Repairs not complying withregulated specifications such as SABS and others. Replacement of a burst geyser | |
| Jacuzzis, swimming pools andboreholes | ||
| Leaking tap that runs into a basin orshower | ||
| Locksmith | If keys are broken off or lost for amain entrance or exit of the house | Outbuildings and garages |
| If a child is locked inside the houseor any room within the house | Padlocks | |
| Glaziers | Any glass that has been damagedor broken and is causing a security risk to your premises | Mirrors or any specialised glass |
| PS. Any other cases we will be able to assist the client but they will be liable for ALL the costs | ||
Emergency Medical Service (Full Service)
Medical Advice and Information Hotline
Medical personnel, including paramedics, nurses and doctors, are available 24 hours a day to provide general medical information and advice. This is an advisory service, as a telephonic conversation does not permit an accurate diagnosis.
Emergency Medical Advice and Assistance Hotline
In addition to the general medical advice service, one call to the same number will trigger the medical operators who will guide you through a medical crisis situation, provide you with emergency advice and organise for you to receive the support you require.
Referral to Crisis Line
Bereavement counselling, HIV counselling, Suicide counselling.
Referrals to Medical Practitioners and Facilities
We will refer you to the nearest medical facility or practitioners.
Emergency Medical Response to the Scene of a Medical Emergency
An appropriate response will be undertaken whereby a response vehicle will be dispatched immediately to the scene of a medical emergency where appropriate life saving support will be provided to the member/s and where relevant, the member/s will be stabilised before transfer is provided to the closest appropriate medical facility.
Medical Transportation
In the event of you experiencing a medical emergency, we will arrange for emergency medical transport to the nearest medical facility capable of providing adequate care. Medical considerations, the degree of urgency, your state and fitness to travel and other considerations, including but not limited to, airport availability, weather conditions and distance to be covered, as assessed by the doctor and support staff, will determine whether transport will be provided by private, medically equipped aircraft, helicopter, regular schedule flight, rail or road.
Inter-hospital Transfer
If the doctor, in consultation with the attending doctor, determines that treatment should continue at an alternate medical facility (because the necessary treatment cannot be continued at the present facility) we will arrange for transportation to the closest facility where the treatment can be continued after you have been stabilised.
Medical Repatriation
In the event of your hospitalisation outside of your hometown, we will assist in arranging for your repatriation to your hometown once you have been treated.
Escorted Return of Minors
In the event of your children being stranded as a result of your hospitalisation, we will arrange for their transportation, under supervision where necessary, into the care of a person nominated by you.
Compassionate Visits
Should you be hospitalised outside your hometown for a period exceeding five (5) consecutive days, we will arrange for the transportation of a close relative to visit you.
*Please note: This cover is only valid within the borders of South Africa. There is an annual limit of R20 000 per policy.
Intelligent Panic
In a panic situation, you never want to be alone! Intelligent Panic provides you and your loved ones with 24 hour access to your own experienced crisis manager – who will help you through your emergency.
You never have to remember an emergency number again!
Intelligent Panic is a breakthrough in emergency support – you will never have to remember another emergency number again. Intelligent Panic has access to every emergency service you may need, as well as access to your own security company, medical information and other useful contacts.
You will never be alone in an emergency!
The Intelligent Panic service provides you with your very own crisis manager. When you are in an emergency – WE take charge! Your crisis manager will call you back on your cell phone and help you through your crisis – whatever that may be.
Do you need emergency medical advice over the phone, do you need to find a doctor or an ambulance fast, have you been involved in an accident – or are you lost and feeling vulnerable? Intelligent Panic is there for you.
Access every emergency support service out there from one button on your cell phone.
To have access to Intelligent Panic, you need to register and then choose one number on your cell phone that acts as your panic button. In an emergency, just press that one number – and we take charge of the rest. Your crisis manager will call you back and access the most appropriate support that you need. Your crisis manager will be in telephone contact until your crisis situation is
resolved.