HOW IT WORKS

Panic
1. Press panic button
The panic button is activated by tapping on the 'Medical Panic' icon on the home screen of the mobile app.
Location
2. Find phone location
The whereabouts of the cell phone will be determined via GPS/A-GPS (when Location Services are enabled).
Notify
3. Alert ER24 EMS
When the panic button is activated, an instant alert will be triggered at the ER24 EMS Contact Centre. The Contact Centre co-ordinator will attempt to reach the member telephonically.
Dispatch
4. Dispatch emergency unit
The Contact Centre co-ordinator will dispatch the appropriate unit once the exact nature of the distress call has been determined.
Contact
5. Notify next of kin
The Contact Centre co-ordinator will communicate with the next of kin (as specified on the member account) and keep them informed of the situation.

In the event of a medical emergency, a crisis manager will immediately dispatch a road or air ambulance, staffed by qualified emergency medical care practitioners. Life-saving support will be provided to the member and, where relevant, transfer provided to the closest applicable medical facility.

The whereabouts of the cell phone will be determined via GPS. Alternatively, the location of the handset will be calculated by establishing the distance of the cell phone in relation to the nearest cellular tower.

When the panic button is activated, an instant alert will be triggered at the ER24 EMS Contact Centre. The Contact Centre co-ordinator will attempt to reach the member telephonically.

The ER24 EMS co-ordinator will dispatch the appropriate unit once the exact nature of the distress call has been determined.

The co-ordinator will communicate with the next of kin (as specified on the member account) and keep them informed of the situation.

The service includes everything listed below. Where applicable, please take note that ER24 reserves the right to bill your medical aid service provider for transport:

Emergency Response, Stabilisation - Guaranteed
Medical Transportation - Subject to alternate reimbursement model
Emergency Medical Information - Telephonic advice only
Medical Assistance Hotline - Telephonic advice only
Telephonic Trauma Support Lines - Telephonic advice only

Our team of medical professionals will prioritise a transfer based on medical conditions, the degree of urgency, the patient's state and fitness to travel. Other considerations include but are not limited to airport availability, weather conditions and distance to be covered as assessed by the Contact Centre doctor. Our Contact Centre and operational team will determine whether transport will be provided by medically-equipped helicopter, regular scheduled flight or road.

HOW IT WORKS

Panic
1. Press panic button
The panic button is activated by tapping on the 'Home Invasion Panic' icon on the home screen of the mobile app.
Location
2. Find phone location
The whereabouts of the cell phone will be determined via GPS/A-GPS (when Location Services are enabled).
Notify
3. Alert Call Centre
When the panic button is activated, an instant alert will be triggered at the Call Centre. The Call Centre co-ordinator will attempt to reach the member telephonically.
Dispatch
4. Dispatch emergency unit
The Call Centre co-ordinator will facilitate the dispatch of the appropriate emergency and/or security unit once the exact nature of the distress call has been determined.
Contact
5. Notify next of kin
The Call Centre co-ordinator will communicate with the next of kin (as specified on the member account) and keep them informed of the situation, where applicable.

In the unfortunate event whereby a member's home has been invaded, the member will have access to Home Invasion Panic via the Cell C MiAssist app or dedicated emergency number.

Should a member access the service via the mobile app for a home invasion, the process will be as follows;

Technical process for panic alert triggered via the mobile app:
Once the member has selected the Home Invasion Panic on the app, the app will first attempt to obtain the GPS/A-GPS coordinates, subject to LBS services being enabled by the member.
In the event where the coordinates are not obtainable for various reasons such as the member not enabling Location Services functionality or there is limited network coverage, the app will trigger the panic alert (without coordinates) within the 24/7 emergency call centre.

Assistance protocol for panic alert triggered via the mobile app:
Once the panic alert is successfully received within the emergency call centre, the member will be called within 30 seconds of receiving the first alert. Thereafter the member will be contacted an additional 3 times within a 5-minute window period.

Successful contact:
The emergency call centre will acknowledge receipt of the panic alert and will confirm the following with the member:

  • establish/confirm with the member whether the panic alert triggered is in fact a valid panic alert;
  • confirm whether the member requires medical assistance;
  • risk address/location details (in the event that the information was not made available with the panic alert);
  • details of the member's private security company (in the event that the information was not made available with the panic alert).

Once the emergency call centre has successfully established and confirmed the above, assistance will be arranged as follows:

  • should a member require medical assistance, the emergency call centre will transfer the call to ER24, who will facilitate assistance;
  • the emergency call centre will make contact with the South African Police Services, whereby assistance will be requested;
  • simultaneously, the emergency call centre will facilitate a call to the member's private security company, whereby assistance will be requested;
  • as a last resort and in the event whereby the member does not have a private security company, the emergency call centre will use an external security company to respond to the scene;
  • once assistance has been requested, the 24/7 emergency call centre will continue with scheduled follow-up calls to the member until assistance has been confirmed.

Unsuccessful contact:
In the event whereby the emergency call centre is unable to establish contact with the member, the following process will apply:

  • following the first unsuccessful attempt to establish contact with the member, an additional 3 attempts will be made within a 5-minute window period;
  • in the event whereby the 24/7 emergency call centre is unable to establish contact with the member after 4 unsuccessful attempts the emergency call centre will proceed as follows;
  • the emergency call centre will make contact with the South African Police Services, whereby assistance will be requested;
  • simultaneously, the emergency call centre will facilitate a call to the member's private security company, whereby assistance will be requested;
  • as a last resort and in the event whereby the member does not have a private security company, the emergency call centre will use an external security company to respond to the scene;
  • where next of kin details have been provided, the emergency call centre will advise next of kin of the member's circumstances, once the above steps have been taken.

Assistance protocol for panic alert received telephonically via the Panic Assist dedicated line:
The emergency call centre will confirm and obtain the following from the member:

  • establish/confirm with the member whether the panic alert triggered is in fact a valid panic alert;
  • confirm whether the member requires any medical assistance;
  • obtain the member's location details;
  • details of the member's private security company.

Once the emergency call centre has successfully established and confirmed the above, assistance will be arranged as follows:

  • should a member require medical assistance, the emergency call centre will contact ER24, who will facilitate assistance;
  • the emergency call centre will contact the South African Police Services, whereby assistance will be requested;
  • simultaneously, the emergency call centre will facilitate a call to the member's private security company, whereby assistance will be requested;
  • as a last resort and in the event whereby the member does not have a private security company, the emergency call centre will use an external security company to respond to the scene;
  • once assistance have been requested, the emergency call centre will continue with scheduled follow-up calls to the member until assistance has been confirmed;
  • where the member has requested and provided next of kin contact details, the call centre will contact the respective party on behalf of the member to keep them apprised of the member's circumstances.

HOW IT WORKS

Panic
1. Press panic button
The panic button is activated by tapping on the 'Hi-jack Panic' icon on the home screen of the mobile app.
Location
2. Find phone location
The whereabouts of the cell phone will be determined via GPS/A-GPS (when Location Services are enabled), and will continue to be tracked at interval.
Notify
3. Alert Call Centre
When the panic button is activated, an instant alert will be triggered at the Call Centre. The Call Centre co-ordinator will attempt to reach the member telephonically.
Dispatch
4. Dispatch emergency unit
The Call Centre co-ordinator will facilitate the dispatch of the appropriate emergency and/or tracking unit once the exact nature of the distress call has been determined.
Contact
5. Notify next of kin
The Call Centre co-ordinator will communicate with the next of kin (as specified on the member account) and keep them informed of the situation, where applicable.

In the unfortunate event of the member being involved in a hi-jacking, the member will have access to Hi-jack Panic via the Cell C MiAssist app.

A member may access the Hi-jacking Assist service by initiating contact with the emergency call centre either via the mobile app or via the dedicated contact number.

Should a member access the Hi-Jack Panic service via the mobile app, the process will be as follows;

Technical process for panic alert triggered via the mobile app:
Once the member has selected the Hi-jack Panic on the app, the app will first attempt to obtain the GPS/A-GPS coordinates, subject to LBS services being enabled by the member.

In the event where the coordinates are not obtainable for various reasons such as the member not enabling Location Services functionality or there is limited network coverage, the app will trigger the panic alert (without coordinates) within the emergency call centre.

Note: The mobile app will automatically track the new location at set intervals.

Assistance process for panic alert triggered via the mobile app:
Once the panic alert is successfully received within the emergency call centre, the member will be called within 30 seconds of receiving the first alert. Thereafter the member will be contacted an additional 3 times within a 5-minute window period.

Successful contact:
The emergency call centre will acknowledge receipt of the panic alert and will confirm the following with the member:

  • establish/confirm with the member whether the panic alert triggered is in fact a valid panic alert;
  • confirm whether the member requires medical assistance;
  • location details (in the event that the information was not made available with the panic alert);
  • details of the member's private tracking company (in the event that the information was not made available with the panic alert).

Once the emergency call centre has successfully established and confirmed the above, assistance will be arranged as follows:

  • should a member require medical assistance, the emergency call centre will contact ER24, who will facilitate assistance;
  • the emergency call centre will contact the South African Police Services, whereby assistance will be requested;
  • in the event whereby a member has a private vehicle tracking company, the emergency call centre will contact the member's vehicle tracking company, whereby assistance will be requested;
  • as a last resort and in the event whereby the member does not have a private vehicle tracking company, the emergency call centre will contact an alternative service provider to arrange assistance;
  • once assistance have been requested, the emergency call centre will continue with scheduled follow-up calls to the member until assistance has been confirmed;
  • should the emergency call centre be unable to reach the member but have obtained the member's location via the panic alert, the above protocols will prevail to the member's last known location;
  • should the emergency call centre be unable to reach the member, and the member's location is unobtainable, the member's next of kin will be contacted in the event that this information is made available via the panic alert;
  • should the emergency call centre be unable to reach the member, member's location is unobtainable and the member's next of kin details were not made available, the case will be closed.

HOW IT WORKS

Assist
1. Press assist button
The assist button is activated by tapping on the 'Home Assist' icon on the home screen of the mobile app.
Notify
2. Alert Call Centre
When the assist button is activated, an instant alert will be triggered at the Call Centre. The Call Centre co-ordinator will attempt to reach the member telephonically.
Dispatch
3. Notify emergency services
The Call Centre co-ordinator will notify the appropriate emergency service provider once the exact nature of the home emergency has been determined.
Contact
4. Case notification updates
The member will receive an SMS notification of the update on the active case.

Available 24 hours a day, 365 days a year.

Our Home Assistance programme provides assistance to you when you are involved in a Home Emergency. A Home Emergency means any sudden, unexpected and/or unforeseen event at your home requiring the immediate and/or urgent services of a domestic tradesman to limit/minimise or prevent further damage to the home.

This benefit is restricted to home emergencies and only applies to your eligible premises/primary place of permanent residence, within the Republic of South Africa and used for domestic purposes, including outbuildings.

Emergency Services Notification and Call-out
At your request our Assist Call Centre will relay a notification of emergencies to the Police, Traffic, Fire Brigade, Ambulance, Security or any other emergency service provider.

Mobile Notification Services
As a member you will receive an SMS notifying you of the update on your active case.

* Please note that each benefit will be managed on an individual basis and is highly dependent on traffic, weather and correct information received i.e. address or area of incident.

The Home Assistance programme shall entail the following emergency services to customers:

  1. Plumbers
  2. Glaziers
  3. Electricians
  4. Locksmiths
  5. Tree Felling
  6. Bee Keepers and Pest Controllers
  7. Appliances (member will be assisted, but on a member-to-pay basis only)

PLUMBERS
Assistance shall be provided to customers in circumstances where they have requested access to the service where the emergency is any of the following:

  • Visible burst water connections and pipes
  • Blocked drains, toilets, baths and sinks, causing further damage to the home
  • Emergency Geyser overflow, valves (Latco and pressure release) causing loss of hot water and pressure-release problems

Exclusions:

  • Jacuzzi, swimming pools and boreholes and borehole pumps; leak detection inspections, repairs not complying with regulated specifications such as SABS and others, leaking taps, replacement of a burst geyser, septic tanks and water supply interruptions to permanent residence

GLAZIERS

  • Glazier assistance is a 24-hour help line, offering assistance were a service provider is dispatched to ensure that side glass or building glass can be professionally replaced
  • Broken or badly cracked window panes which could result in access to the residence
  • No materials are covered as this is for the member's account (the actual glass etc. is for the member on account)

ELECTRICIANS
Assistance shall be provided to beneficiaries in circumstances where they have requested access to the service where the emergency is any of the following:

  • Distribution boards, circuits, main cables causing power failure
  • Earth-leakage relays causing power failure
  • Geyser connections, and elements, causing 100% power failure
  • Plug points causing 100% power failure
  • Light fittings or switches causing 100% power failure
  • Lightning strikes on wiring
  • Multiple burnt connections on wiring or plug points causing 100% power failure
  • Connections to all electrical motors (e.g. electric gate motor) causing 100% power failure

LOCKSMITHS

  • If keys are broken off or lost for a main entrance or exit of the house (This includes outbuildings)
  • If a person is locked inside the house or any room within the house

Exclusions:

  • Burglary incidents (the member will be assisted, but is liable for the cost); and garages; Padlocks; Replacing of damaged locks (the member will be assisted at his/her own expense).

Additional benefits also included are:

  • Tree Fellers/Bee Keepers and Pest Controllers - paid for up to the per incident limits only and only within day light hours.
  • Should a break in occur, Security assistance and guarding services will be provided at the member's request. This will be for the member's own account.

HOW IT WORKS

Assist
1. Press assist button
The assist button is activated by tapping on the 'Vehicle Assist' icon on the home screen of the mobile app.
Location
2. Find phone location
The whereabouts of the cell phone will be determined via GPS/A-GPS (when Location Services are enabled).
Notify
3. Alert Call Centre
When the assist button is activated, an instant alert will be triggered at the Call Centre. The Call Centre co-ordinator will attempt to reach the member telephonically.
Dispatch
4. Dispatch roadside services
The Call Centre co-ordinator will facilitate the dispatch of the appropriate roadside unit once the exact nature of the roadside emergency has been determined.
Contact
5. Notify family
Where applicable, the Call Centre co-ordinator will on request relay any urgent messages to friends, colleagues or family members to advise them of the member's circumstances.

Available 24 hours a day, 365 days a year.

Road Patrols
The objective is to get the beneficiary mobile on the roadside. These services are covered nationally including Lesotho and Swaziland. These services are limited to R500.

Services include:

  • Change of a flat tyre
  • Fuel assistance (the first 5 litres is covered and cost thereafter will be for the beneficiary's account)
  • Flat battery (Jump start covered for call out and 1 hour's labour. Replacement of battery for the beneficiary's account)
  • Keys locked in vehicle - unlocking only (cost of replacing keys is for the beneficiary's account)
  • Minor roadside-running repairs related to breakdowns (Mobile solution for Coil's, Immobilizers, Fuses and limited assist on fan belts / Cost of fuel and parts for members own account / Cost of Battery Replacement for members own account)

* Toll fees are not inclusive within the benefit entitlement, and such costs, will be for the beneficiary's account.

Locksmith Services
In the event that the road patrol is unable to open a vehicle to retrieve the keys from the vehicle, the call centre will dispatch an accredited locksmith to the incident scene to open the vehicle. The service is limited up to R800. The Service Provider will not cover the cost for repairs, the replacement of a lock or ignition switch or the cutting of keys.

Mechanical / Electrical Breakdowns
The primary objective of the Service Provider is to tow a vehicle to the nearest franchised dealer (if under warranty) or to the nearest repairer. The cost of the first 60km round-trip is covered (starting from point of dispatch) thereafter a charge of R6.00 ex vat per km is applicable and will be charged to the beneficiary.

* Toll fees are not inclusive within the benefit entitlement, and such costs, will be for the beneficiary's account.

Car Hire
In the event that a vehicle has broken down more than 100km from the beneficiary's home, the call centre will pay for 24-hour, group-B car hire for the beneficiary to complete his/her journey or to return home. This service is subject to availability and the driver must be in possession of a valid credit card and driver's license. The service is limited to R500 and includes the costs of the daily car rental, unlimited kilometre allowance, insurance fees and the delivery/collection charges of the vehicle to a maximum of 25km respectively. The cost of fuel will be for the beneficiary's account.

Overnight Accommodation
Instead of the car-rental option, arrangements can be made for overnight accommodation for the driver and four passengers. The service is limited to R500.

Vehicle Repatriation
Should the beneficiary choose the car-rental option and continue his journey while the vehicle is being repaired, the Service Provider will pay towards the costs of providing the beneficiary with a 24-hour, group-B car hire to collect the vehicle after repairs. Alternatively, a flight ticket can be arranged. This service is limited to R500 and includes the costs of the daily car rental, unlimited kilometre allowance, insurance fees, and the delivery/collection charges of the vehicle to a maximum of 25km respectively. The cost of fuel will be for the beneficiary's account.

* Toll fees are not inclusive within the benefit entitlement, and such costs, will be for the beneficiary's account.

Accident Tow
In the event of an accident, the call centre will arrange for the vehicle to be towed to the nearest insurance approved motor body repairer (MBR) or beneficiary nominated repairer from the accident scene. The cost of Accident Towing will be for the clients account.

* Toll fees are not inclusive within the benefit entitlement, and such costs, will be for the beneficiary's account.

Message-Relay Service
In the event of an electrical/mechanical breakdown or an accident, the call centre will on request relay any urgent messages to friends, colleagues or family members to advise them of the beneficiary's circumstances.

Storage
Should it be required, arrangements will be made for the safe storage of the vehicle overnight or weekends up to a maximum of 4 days. On the next working day, the vehicle will be re-located to the nearest approved dealer or competent repairer. Cost of a second tow will be for the beneficiary's own account subject to the beneficiary taking direct control of the vehicle to an alternative destination which results in a second tow being required.

HOW IT WORKS

Assist
1. Press assist button
The assist button is activated by tapping on the 'Driver Assist' icon on the home screen of the mobile app.
Notify
2. Alert Call Centre
When the assist button is activated, an instant alert will be triggered at the Call Centre. The Call Centre co-ordinator will attempt to reach the member telephonically.
Dispatch
3. Book driver services
The Call Centre co-ordinator will facilitate the booking of driver services once the exact nature of the request has been confirmed.
Contact
4. Notification updates
The member will receive an SMS notification of the driver's details so that the driver may be contacted directly at any time.

There is no need to provide the many reasons why not to drive drunk – the consequences are well-known. With our Driver Assist service which is so easily available, there is no justification for taking a chance. Relax, have a great evening, and let Home Drive take you and your car home safely. Home Drive is available through our friendly call centre or via the mobile app (if this forms part of your benefit entitlement). The service includes automated SMS communication services, which will SMS your driver's name and mobile number to you on the afternoon of your booking so that, should you wish to change your collection detail, you are able to directly contact your driver at any time. Your driving team consists of a back-up driver and vehicle, and lead driver who will drive you home in his or her own vehicle or if preferred, in your own vehicle. The back-up driver will follow and collect the lead driver from your house.

Convenience Drive
If you require a driver's assistance to get you from point A to point B in one of the Home Drive vehicles, our professional team of standby drivers will be at your service. Whether you're running between meetings, need an airport transfer, your car has been booked in for a service and you need to be collected from the dealership or your child needs to be collected from school, you can rely on Home Drive for assistance. Pre-booking of this service 24 hours prior is highly preferred, in order to guarantee pick-up time.

Professional Assistance is guaranteed and you are driven by:

  • Drivers who are fluent in English.
  • Undergo extensive in-house training with Drive-Home training school
  • Have Professional Driving Permits (PdP) which ensures they have a valid license, no criminal record and have bi-annual medicals.
  • Dress in jacket and tie & carry mobile phones
  • Carry GPS units or up to date map books.

The benefit includes 6 FREE Home and Convenience incidents to a radius of 50km per incident. Any additional kilometres travelled will be charged at R9.00 per km. Should you (the member) require additional trips, which are in excess of your annual trip entitlement, the member will facilitate the booking on a member to pay basis. For these trips, the call centre will receive a discount on the full fare fee, as follows:

  • Additional Trip = R450 per 30km (additional charge for extra km's still apply)
  • Additional fees will be charged to the member's credit card

Additional passengers/drop off:
Service is available to a valid member and limited to their specified vehicles only. Up to 4 additional passengers can be transported at no cost provided that the entire trip is no longer than 50km and takes no longer than 1 hour and are ALL transported to one/main booked address.
An additional cost of R50.00 per additional/unplanned drop off will be charged. This needs arrangement needs to be discussed and authorised by our alarm centre to ensure efficient planning and upfront payment (warding off the potential threat to our drivers, when carrying cash).

HELPING YOU FEEL SAFE

IN AN EMERGENCY


Introducing Cell C MiAssist, a mobile application specifically designed to help you feel safe, with emergency services available at the touch of a button. For only R45.39 per month, the service is available as a mobile application on iOS and Android.

Dial *147# and select option 5 or download the Cell C MiAssist app to get access.

SERVICES

Medical Assist MEDICAL PANIC

In the event of a medical emergency, a crisis manager will immediately dispatch a road or air ambulance, staffed by qualified emergency medical care practitioners. Life-saving support will be provided to the member and, where relevant, transfer provided to the closest applicable medical facility.


Home Invasion Panic HOME INVASION PANIC

In the unfortunate event whereby a member's home has been invaded, the member will have access to Home Invasion Panic via the Cell C MiAssist app or dedicated emergency number.


Hi-jack Panic HI-JACK PANIC

In the unfortunate event of the member being involved in a hi-jacking, the member will have access to Hi-jack Panic via the Cell C MiAssist app.


Home Assist HOME ASSIST

Our Home Assistance programme provides assistance to you when you are involved in a Home Emergency. A Home Emergency means any sudden, unexpected and/or unforeseen event at your home requiring the immediate and/or urgent services of a domestic tradesman to limit/minimise or prevent further damage to the home.


Vehicle Assist VEHICLE ASSIST

These services include:

  • Change of a flat tyre
  • Fuel assistance
  • Flat battery
  • Keys locked in vehicle
  • Minor roadside-running repairs related to breakdowns


Driver Assist DRIVER ASSIST

There is no need to provide the many reasons why not to drive drunk – the consequences are well-known. With our Driver Assist service which is so easily available, there is no justification for taking a chance. Relax, have a great evening, and let Home Drive take you and your car home safely.


Legal Assist LEGAL ASSIST

A comprehensive legal assistance service to the individual and his/her immediate family. Qualified lawyers and legal consultants as well as academics provide the service.

CONTACT US

Cell C MiAssist CUSTOMER CARE

Monday to Friday: 8am - 5pm
Saturday, Sunday and Public Holidays: Closed