How to claim

Make sure that your loved ones know that you have taken out this policy, and how to contact us if they ever need to claim. We’re in this business to pay benefits to those in need, and we’re standing by to help:

Via email at claims@ecareplan.co.za.

Call us on 021 045 1641.

We need to be notified within 90 days of the incident that has led to the claim.

What you need to provide for each type of claim is set out below. This information is also available in your policy document, and our claims team can give more detail where needed.

Life cover claim

Certified copy of death certificate.
Certified copy of insured person’s ID.
Certified copy of the beneficiary’s ID.
Completed death claim form.
Completed medical report.
Terminal Illness claim form.
Terminal Illness medical report.

Funeral cover claim

Certified copy of death certificate.
Certified copy of insured person’s ID.
Certified copy of the beneficiary’s ID.
Completed funeral claim form.
DHA1663 – notification of death register.
Claimant/Beneficiary 1 month bank statement.

Disability cover claim

Certified copy of insured person’s ID.
Completed claim form.
Completed medical report form together with copies of any specialist reports and investigations relating to the claim cause.

We also have the right to ask for additional supporting information from time to time. For example, if the insured person dies within the first two years we might need the following additional information:

Police report/statement completed by the police.
Copy of the post-mortem report.
Result of any forensic laboratory investigations.
Inquest findings (if appropriate).
Full verdict in the case of a murder (if appropriate.)

The underwriter of this policy is Absa Life, a registered long-term insurer, and they are ultimately responsible for paying any claims on Smart Care Solutions policies. Smart Care Solutions and Absa Life depend on you and your beneficiaries to be completely truthful both in your original application, and during the claims process.

It is your responsibility to be absolutely truthful with us. We rely on the information you provide to issue your policy and to pay any claims. If you are not absolutely truthful, fail to disclose all relevant information, misrepresent information to us, give us fraudulent information or engage in any act of fraud related to the policy, we can, at our discretion void your policy or change the terms of your policy as we deem appropriate.

If your claim is based on false, incomplete or fraudulent information, we will not be able to pay the claim, and we can, at our discretion, void your policy. If, after we pay a claim, we find that it was based on false, incomplete or fraudulent information, all claim payments must be refunded to us.