DIGNITY GROUP TREATING CUSTOMERS FAIRLY POLICY

1. Policy Statement

Dignity Group ensures that customers are at the very heart of all that we do. We are fully committed to providing the highest standards of customer service and advice. Our customers are our most valuable asset, and our aim is to ensure we deliver a user-friendly, robust, reliable and cost-effective financial and intermediary services. As a part of our overall approach, we are fully committed to treating our customers fairly and as such we endeavour to meet their expectations of high-quality service. Our Treating Customers Fairly (TCF) policy is centred around the guidance provided by the Financial Services Regulatory Authority (FSRA) and our Compliance Officers, to ensure we consistently deliver fair outcomes to our customers and take responsibility for the organisation and staff (at all levels) providing an enhanced service quality to customers, based on a culture of openness and transparency. As an organisation, we take the requirements of the FSRA seriously, in particular, the requirement to treat customers fairly. The FSRA has outlined six key outcomes, which are central to the TCF initiative:

1.1 Our customers are at all times confident that their fair treatment is central to our corporate culture.
1.2 Any products and services marketed and sold by us in the market are designed to meet the needs of identified customer groups and that any related targeting of our customers is done so in accordance with this standard.
1.3 Our customers are at all times provided with clear information and are kept appropriately informed before, during and after the point of sale.
1.4 Where our customers receive advice, that the advice is suitable and takes into account the individual customer’s circumstances.
1.5 Our customers are provided with products that perform as we have led them to expect and that any associated services are also of the standard that we have led them to expect.
1.6 Our customers do not face any unreasonable post-sale barriers should they wish to change their products, switch to another FSP, submit a claim or submit a complaint about our services.

2. Our Service

We ascertain the appropriateness of the requested service for all new customers prior to accepting an instruction, ensuring it is in line with their knowledge and experience.

2.1 We continually aim to understand the needs of our customers.
2.2 We keep our customers fully informed in a clear and fair manner that is unambiguous and not misleading.
2.3 We ensure our services are delivered with clarity and transparency and do not contain hidden conditions or rely on complex technical definitions.
2.4 We make certain our customers understand the risks associated with our services at the outset of an instruction.
2.5 We work hard to ensure that service and risk information remains clear and prominent at all times.

In the event that there is a conflict of interest, we will inform our customers as soon as possible once we become aware of it.

3. Our Approach

Our priority is to provide our customers with an excellent service underpinned by quality and choice. Our service is shaped by listening to our customers’ needs and understanding what is important to them. We take responsibility for meeting the needs of our customers and always look for ways to improve the quality of our service.

We aim to treat our customers fairly and deliver high quality services which meet their expectations throughout their relationship with us.

We recognise that our employees are critical to delivering a positive customer experience and ensuring our customers are treated fairly. Our culture and values encourage and support our employees to deliver this. All our employees are fully trained in dealing with our customers, and in treating them fairly. We remunerate and incentivise our employees to encourage them to deal with all customers fairly, and to continually find ways to improve.

We respond in a timely manner to our customers and prospective customers’ questions and queries and address any issues or concerns promptly. All customer’s complaints are dealt with and escalated as appropriately required by us in order to meet our obligations to our customers, our Regulator and the Ombud. We are happy to provide full details of our complaints process on request.

Our policy is in line with the current guidance from the FSRA and is in line with the principles of the FSRA that “an organisation must pay due regard to the interests of its customers and treat them fairly.”

1+9 Burial Plan

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About 1+9 Burial Plan

*This product provides cover for you, as the policyholder, your spouse, children or extended family members who are below the age of 65 years..
*Claim payouts for children aged between 0-5 years is 25%, for ages between 6-13 years is 50% and for age 14 years and older is 100% of total sum insured.

Benefits

Policy holder must be the premium payer
Maximum age of entry for all policy members is 64 years.
All member’s full I.D number will be required at application stage.
Your policy incepts on the 1st day of the month in which your first premium is paid.
There is 6 months waiting period for natural deaths. Waiting period is calculated from policy inception. Policy must have completed a period of 6 calendar months and must have 6 premiums paid in full, to qualify for a claim.
A 6 months waiting period for all members pertaining to natural death is applicable.
Accidental deaths are covered upon receipt of the first premium and policy must be active. There is a 12 months waiting period applicable for death by suicide.

Administered by Dignity Group, an authorised financial services provider FSP 44875 and underwritten by King Price Life Insurance Limited, a licensed insurer in terms of the Insurance Act, 2017. Registration Number 1948/029011/06 (Authorised FSP: No 47235).

Pensioner Plan

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About Pensioner Plan

*A maximum of 10 children will be covered per policy. Children will enjoy cover up to the age of 21 years unless they are full time students then the cover will continue up to 25 years subject to proof being supplied.
*Claim payouts for children aged between 0-5 years is 25%, for ages between 6-13 years is 50% and for age 14 years and older is 100% of total sum insured.

Benefits

Policy holder must be the premium payer
Maximum cover for additional children is R5000.
All children covered in this policy must either be biological or legally adopted children.
Your policy incepts the month we receive the first premium.
Waiting period is calculated from the inception date. A policy must have completed a period of 6 calendar months and must have 6 premiums paid in, to qualify for a claim.
A 6 months waiting period for all members pertaining to natural death is applicable.
Accidental death will be covered after the first premium has been received, policy must be active
12 months waiting period for death by suicide
A life insured enjoys cover if premiums are paid
Should the insured amount be increased at any time, a new waiting period will apply to the increased portion of the insured amount.
Should an additional member be added after the inception of the policy, a new waiting period will apply to the additional person.
When your policy misses one (1) month’s premium payment and, in case of a claim, the value of the outstanding premium will be deducted from the claim amount.
Should the next premium not be received on the premium due date, such policy will lapse. A lapsed policy is considered cancelled and no further collection attempts will be made.
If a premium under a policy has not been paid on its due date, the policyholder will be informed within 15 days after missing the premium payment of the outstanding premium due.
If the Policy benefit lapses due to non-payment of premiums, the Policyholder may apply for reinstatement of cover
Reinstatement will be allowed within 2 months from the effective lapse date, without imposing a new waiting period. The remaining period of a waiting period that had not yet passed at the time of lapse, will however still apply and outstanding premiums have to be paid in order for a reinstatement of cover to occur. Reinstatement of cover is not allowed at claim stage.

Kin Care Plan

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About Kin Care Plan

Cover is applicable for a Family or a Single parent, extended family and up to 10 own, legally adopted, or foster children.

*Cover for children continues after the age of 21 years.

Benefits

Cover is applicable for a family, single parent, extended family and up to 10 own, legally adopted or foster children.
Your policy incepts on the 1st day of the month in which your first premium is paid.
There is 6 months waiting period for natural deaths. Waiting period is calculated from policy inception. Policy must have completed a period of 6 calendar months and must have 6 premiums paid in, to qualify for a claim.
12 months waiting period is applicable for death by suicide. Accidental deaths are covered upon receipt of first premium, policy must be active.
Minimum premium per policy is R 99.

Single Family Plan

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About Single Family Plan

This product provides cover for you as the policyholder, your spouse, children, and extended family members.

Benefits

This product provides cover for you as the policyholder, your spouse, children, and extended family members.
Your policy incepts on the 1st day of the month in which your first premium is paid.
There is 6 months waiting period for natural deaths. Waiting period is calculated from policy inception. Policy must have completed a period of 6 calendar months and must have 6 premiums paid in full, to qualify for a claim.
12 months waiting period is applicable for death by suicide. Accidental deaths are covered upon receipt of first premium, policy must be active.
Minimum premium per policy is R 99.

My Family 4 & 6

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About My Family 4 & 6

My family 4 and my family 6 provides cover for you as the policy holder, your immediate family and extended family members all under the age of 65 years.
Additional extended family members below 85 years may be added at an additional cost.
Your policy incepts on the 1st day of the month in which your first premium is paid.
There is 6 months waiting period for natural deaths. Waiting period is calculated from policy inception.
Policy must have completed a period of 6 calendar months and must have 6 premiums paid in, to qualify for a claim.
Accidental deaths are covered upon receipt of the first premium and policy must be active. There is a 12 months waiting period applicable for death by suicide.
Minimum premium per policy is R 99.

My Family Cash Back Plan

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About My Family

My Family plan provides cover for a policyholder, his/her immediate family and extended family members.
Maximum entry age for Policyholder and Spouse is below 70 years.
Maximum entry age for any Extended Members on the Family plan is below 85 years.
A maximum of 6 children will be covered under the immediate family package.
Your policy incepts on the 1st day of the month in which your first premium is paid.
There is 6 months waiting period for natural deaths. Waiting period is calculated from policy inception. Policy must have completed a period of 6 calendar months and must have 6 premiums paid in, to qualify for a claim.
12 months waiting period is applicable for death by suicide. Accidental deaths are covered upon receipt of first premium, policy must be active.
Minimum premium per policy is R 99.
Policyholder will receive a cash back benefit after 60 months, if all 60 premiums have been paid and there were no claims during the 60 months period.

1. Policy Statement

2. Our Service

3. Our Approach

Contact Us

Head Office