For more information or assistance regarding the Sanlam Extra rewards programme, please contact the Sanlam Customer Care Centre on:

• Telephone: 061 294 7440

Or use one of the following digital channels:

• Sanlam website
• Email: namibia.client@sanlam.com.na

Or visit any Sanlam branch for assistance.

All clients with a Prestige Funeral Plan policy automatically participate in the Sanlam Extra rewards programme. Clients cannot choose not to take part, and also cannot opt out of the program.

We call the different levels of the Sanlam Extra rewards programme tiers. There are five tiers (silver, gold, platinum, diamond and onyx), and your tier depends on what your risk benefit premium is.

No. Clients pay a rewards fee depending on the tier they participate in.

You get a lot of benefits for the fee you pay. The value of these benefits is more than the cost of the fee. Depending on the tier you participate in, you could qualify for:

• Vouchers:
  • Airtime vouchers
  • School uniform vouchers
  • Stationery vouchers
  • Grocery vouchers
  • Pharmaceutical vouchers
  • Restaurant vouchers
• Medical assistance services for yourself and your immediate family, such as 24-hour health advice, emergency medical services, telephonic trauma counselling and tele-doctor consultations
• Entry into competitions to win vouchers for furniture, electronics, taxi services, restaurants, cell phones, airtime and data, travel and leisure, as well as health and personal care
• Sanlam will pay your claims within seven hours from receiving all the necessary documents.
• If your premium is more than N$180 per month, Sanlam will:
  • Give you (or your beneficiaries) N$200 on the death of any life assured
  • Give you access to two premium holidays if you are unable to pay premiums for financial reasons
  • Waive or refund your risk benefit premium payment in January so that you only need to pay your policy fee, relieving financial pressure at the start of the year
• If your premiums are more than N$225 per month, you get the following extra benefits:
  • At the age of 65, if you have already paid premiums for 15 years, Sanlam will waive the premiums for the rest of the policy lifetime. You and your loved ones remain covered without having to pay any premiums after this date.
• If your premium is more than N$375 per month, you will get VIP treatment when visiting a Sanlam client service office

Vouchers and rewards are issued upon successful premium payment. You will forfeit your Sanlam Extra benefits for that month if you miss a payment due. Use of the No Payment in January and Premium Holiday benefits will not disqualify you due to non-payment in the months they are used.

No, you will be assisted on the emergency number even if your policy is in arrears. You do not lose your assistant services while policies are in arrears and can continue using it as long as your policy is active.

Insurance benefits will be automatically activated. The only benefit you need to apply for is the Premium Holiday benefit (when you need it). You can do this by contacting your Sanlam financial adviser or broker or phoning the Sanlam Customer Care office on 061 294 7440.

Cards can only be collected at a Sanlam branch, where your details will be verified to make sure the correct person gets the card and the card number will be activated. Lost and damaged cards should also be collected from branches.

Sanlam has branches at:

• Eenhana
• Gobabis
• Grootfontein
• Katima Mulilo
• Katutura
• Keetmanshoop
• Mariental
• Ondangwa
• Oshakati
• Otjiwarongo
• Outapi
• Rundu
• Swakopmund
• Tsumeb
• Walvis Bay
• Windhoek

Only the policy owner can collect the card, and the original ID document must be used as verification before the card can be activated.

Unfortunately, even if the card was sent via post you will still need to come to the nearest Sanlam office to activate the card on your policy. Therefore, the card cannot be posted.

Depending on your rewards tier, you qualify for the following benefits:

Reward	Silver	Gold	Platinum	Diamond	Onyx
Payback of premiums in waiting period
Ex-gratia claim from five months
Seven-hour claim payments
Airtime on death: N$200 – any life assured
Premium holiday of six months over policy lifetime
No payments in January
Paid-up at 65 (Min 15 year payments)

Reward	Silver	Gold	Platinum	Diamond	Onyx
Preferrential service at all Sanlam Client Care Offices

Reward	Silver	Gold	Platinum	Diamond	Onyx
24-hour health advice
Emergency medical services
Telephonic trauma counselling
Teledoctor consultations

By adding premium and cover growth to your policy, you ensure that your cover amount adjusts every year and is not eroded by inflation. The costs of funerals increase every year, so your cover should too.

Some life assureds also only qualify for a limited amount of cover. By adding growth, it ensures that these clients’ cover also increases over time to a bigger cover amount.

The growth only happens every year on the policy anniversary. A lot can happen in a year’s time and your financial situation could look different then. If you are unable to afford the increase, you can always skip the growth for that year, or you can cancel the growth entirely and the policy will never increase again.

Yes, your policy fee will also increase every year. The percentage is not fixed, and will be determined every year but will never be more than 10%. It will not necessarily be the same percentage as the growth on your risk benefits.

Yes, you can, but then you forfeit (lose) your airtime vouchers that are awarded to you in the year it is skipped. If you completely cancel the growth, you lose your airtime vouchers completely.

When your Prestige Funeral Plan policy lapses, you forfeit (lose) any future rewards on the policy. Rewards already given to you won’t be taken away – they can be redeemed even after lapse if not yet used (provided it has not yet passed the reward expiry date). But you will not qualify for any new rewards after the lapse date. This includes the assistant services – you cannot use the assistant services and medical emergency number when your policy has lapsed.

Please contact the Sanlam Customer Care Centre at:

• Telephone: 061 294 7440
• Email: namibia.client@sanlam.com.na

Or visit any Sanlam branch for assistance.

Please contact the Sanlam Customer Care Centre at:

• Telephone: 061 294 7440
• Email: namibia.client@sanlam.com.na

Or visit any Sanlam branch for assistance.

This could be for different reasons such as:

• Your policy may be in arrears
• Your rewards may not yet be due
• The contact details we have on record for you is wrong, etc.

Please contact the Sanlam Customer Care Centre for assistance at:

• Telephone: 061 294 7440
• Email: namibia.client@sanlam.com.na

No, you cannot.

Please contact the Sanlam Customer Care Centre at:

• Telephone: 061 294 7440
• Email: namibia.client@sanlam.com.na

Or visit any Sanlam branch for assistance.

We will be able to issue a new card and transfer any remaining rewards from your old card to the new one.

Once a reward has been forfeited (lost) you cannot get it back by paying the outstanding premiums. However, if you pay in the outstanding premiums, you will get rewards again in future.

The policy owner always gets the rewards (even if the premiums are paid by someone else).

No. If you choose not to use the benefits and rewards, you lose them when they expire.

Please contact the Sanlam Customer Care Centre at:

• Telephone: 061 294 7440
• Email: namibia.client@sanlam.com.na

Or visit any Sanlam branch for assistance.

The contact details we have for you may be wrong. Please contact the Sanlam Customer Care Centre at:

• Telephone: 061 294 7440
• Email: namibia.client@sanlam.com.na

Or visit any Sanlam branch for assistance.

The contact details we have for you may be wrong. Please contact the Sanlam Customer Care Centre at:

• Telephone: 061 294 7440
• Email: namibia.client@sanlam.com.na

Or visit any Sanlam branch for assistance.

If you have upgraded to a different tier it means that your premium has increased. Depending on the tier that you are in, the policy fee may increase, but you will also get more rewards.

Your risk benefit premium has gone down, and, therefore, you now fall into a lower tier and get less benefits (and could pay a smaller policy fee).

You can go back to the tier that you were on if you increase your risk benefit premium again. This can be done by increasing your cover amount, adding a new life assured or adding benefits to your policy.

Vouchers are valid for a period of six months from the date of issue.

No, you must use it within the six months. Once it has expired, you lose the voucher and cannot get it back.

Sanlam will send you an SMS on your cell phone. So, remember to let us know if your number has changed to make sure you don’t miss out!

It is your responsibility to inform Sanlam if your number changes. Sanlam cannot be held liable if the number on record is wrong and vouchers are sent to someone else. Sanlam also cannot refund you for vouchers sent to someone else because your number was wrong. So, remember to let us know if your number has changed to make sure you don’t miss out!

Jet stores.

A unique voucher number will be SMSed to you. So, make sure your cell phone number with Sanlam is correct to not miss out!

Woermann & Brock.

It will be loaded onto your Sanlam Extra card. So, make sure to collect your card from your nearest Sanlam branch.

Woermann & Brock.

It will be loaded onto your Sanlam Extra card. So, make sure to collect your card from your nearest Sanlam branch.

Woermann & Brock.

It will be loaded onto your Sanlam Extra card. So, make sure to collect your card from your nearest Sanlam branch.

A unique voucher number will be SMSed to you. So, make sure your cell phone number with Sanlam is correct to not miss out!

Yes, you can use it for any purchase at a Jet store.

Yes, you can use it for any purchase at Woermann & Brock.

Yes, you can use it for any purchase at Woermann & Brock.

Anyone insured on the policy can use the assistance services. They will need to provide either the policy owner’s ID number, policy number or cell phone number to access the benefits.

No, the emergency medical assistance services are only available in Namibia.

Phone 0800 131 300 (toll-free) to make use of the 24-hour health advice, emergency medical services, telephonic trauma counselling and tele-doctor consultation services. Remember to save this number on your phone so that you have it close by if you need it.

You will be asked to verify either the policy owner’s ID number, cell phone number, or policy number in order to use the service.

No, it is free of charge.

• Emergency medical advice
• Assessment of symptoms and referral to the most appropriate healthcare professionals
• Knowledge on all aspects of healthcare, including home care remedies with scheduled follow-up assessment calls, if required
• Explained medical terms, results of tests and information relating to medications
• Counselling for chronic ailments and diseases to minimise the impact of these conditions on daily life
• Access to one of the most widely searched and referenced drug and poison databases in South Africa
• Telephonic trauma debriefing and referral to a trauma counsellor, where necessary
• Access to a pre-recorded audio health library for information on a range of medical topics

• Access to 5,000 emergency medical personnel ready to respond to your call
• Access to a 24-hour emergency medical assistance contact centre
• Assistance by medically-trained agents registered with the appropriate regulatory authority
• Constant monitoring of the incident until the ambulance provider has delivered the member to the hospital
• Emergency pre-arrival instructions provided by agents, for example, CPR
• Emergency transportation by an air (ISOS) or road ambulance (Namibia Medical Rescue)
• One-way medical upgrade to an appropriate medical facility as continuation of the initial emergency response “same day” from the current treating facility that is unable to care/manage the condition of the member
• Repatriation of the member if the specific hospital is not capable or do not have the facilities to treat the patient
• Payment of medical transportation costs
• There is no limit to the amount of times the benefit can be used

• Telephonic trauma counselling (qualified nurse)
• Telephonic trauma debriefing, 24 hours a day by a qualified nurses
• Unlimited consultations
• Service available 24 hours, seven days a week
• South African public holidays: not available

• Member calls the toll-free number to set up an appointment
• Nurse sends link to client’s phone
• Client will enter a virtual waiting room using the link, and will be linked to a video call with a General Practitioner on call (no specific app)
• The client needs cell phone data to use this service
• Four consultations per year per policy
• Service is available from 08:00 to 18:00, Monday to Friday
• Saturdays: 08:00 to 13:00
• Sundays and South African public holidays: not available

Clients will be automatically entered for competitions if they have an active, premium paying Prestige Funeral Plan policy that is not in arrears.

Sanlam will contact you on your cell phone. So, remember to let us know if your number has changed to make sure you don’t miss out

1. A person is automatically entered into a Sanlam EXTRA competition if:
   1. They have an active premium paying Prestige Funeral Plan policy with Sanlam, and
   2. They participate in a qualifying tier of the rewards program as determined by the individual competition’s rules, and
   3. The policy is paid up to date and has no premiums in arrears
2. The following person(s) will not take part in competitions
   1. Any client that does not have a Prestige Funeral Plan policy
   2. Any client that does not participate in a qualifying tier as determined by the individual competition rules
   3. Any client who’s policy is in arrears at the time of the competition
3. It is your responsibility to ensure your policy is paid up to date and all premiums received by Sanlam before the start of any competition. Any payments that are received after the start of a competition will not make you eligible for the competition, regardless of what the reason was that payments were made late.
4. The policy owner is entered into the competitions and is the only person eligible to win a prize. No other party on the policy can win.
5. The winners will be notified by means of the contact details provided to Sanlam. It is your responsibility to make sure the contact information (name, surname, cell phone number and email address) received by Sanlam is complete and correct and that of the policy owner on record. If Sanlam is unable to contact a winner due to incorrect contact details provided, the client forfeits the prize and it cannot be reissued.
6. If Sanlam is unable to reach a winner on the contact details provided then the winner forfeits the prize 3 months from the date that the winners were announced. Sanlam reserves the right to reallocate the prize as they see fit.
7. If a winner was contacted, but does not collect their physical prize (if the competition was for a physical prize) within 3 months from the announcement of the winners, the prize will be forfeited and Sanlam reserves the right to reallocate the prize as they see fit.
8. If a winner of a voucher was contacted, but does not redeem their voucher before the voucher expiry date, the prize is forfeited.
9. We give no guarantees (explicitly or implicitly) with regard to the prize(s), and specifically no guarantees are given that your participation and/or entry into a competition means that you will win a prize.
10. Sanlam does not allow for the exchange or transfer of prizes for cash or any other items/prizes.
11. The delivery of a prize to you is subject to legal and regulatory rules in force from time-to-time and you will forfeit any prize if it is prohibited by such legal or regulatory rules in force at the time that such prize is won.
12. Sanlam reserves the right to ask you for the necessary additional information, within reason, so that we can facilitate the handing over and use of the prize you have won.
13. Winners agree to cooperate and participate in all Sanlam’s media marketing related to the competition (including social media marketing). Winners also agree that Sanlam can publish their details on the Sanlam website and social media platforms without any additional compensation.
14. In the case where you are a winner of a prize to be collected from a third party, you will be contacted for a suitable delivery time and place. It is your responsibility to receive the prize as arranged/agreed.
15. You agree that your participation in the competition, as well as acceptance and/or use of the prize, or any aspect of it, is at your own risk.
16. Sanlam’s decisions regarding any issue related to competitions and associated terms and conditions is final and binding.