By phoning Emerald-Life-On-Call at 0860 555 991, you will receive access to these support services for all the Lives Assured. These support services are automatically included in the product and are available immediately without any Waiting Period. The Waiting Periods only apply to the Funeral Benefit. The appointed service provider, FMS (the company managing the Emerald-Life-On-Call services), will perform these services. FMS is therefore responsible to perform the services with due care and proper workmanship. Except to the extent that FMS acted with gross negligence or fraudulent intent, Emerald Life (Pty) Ltd will not be liable for any loss, damage, cost, expenses or liabilities which you may suffer because of, or about, any services provided by the service provider.
The services provided by FMS include assistance with making a claim against the Policy, repatriation of the deceased, identification of credible undertakers and suppliers of flowers for the ceremony and the grave, and tombstones. They take care to meet special needs or cultural preferences regarding the transportation of the deceased and can also recommend certain funeral parlours known to them (if required). The benefit also includes accommodation for a maximum of one night for a relative accompanying the body to the place of burial, assistance and advice on claims procedures, legal assistance of interpretation of the will and management of necessary documentation, advice on obtaining a death certificate and cross-border documentation, and referral to a pathologist (if required).
If repatriation is required, and you elect to use your own service, the cost, that would have been incurred by the appointed service provider, will be paid to you as a monetary benefit. In order to prove that you made use of your own service provider, you need to submit an invoice from your own service provider to the appointed service provider by contacting them on the number stated above. If no invoice is submitted, no monetary benefit shall be payable. If the invoice from your own service provider is greater than the cost that would have been incurred by the appointed service provider, such additional cost will be for your own account. However, should the invoice from your own service providerbe less than the cost that would have been incurred by the appointed service provider, the additional monetary benefit will be paid to you.