Document Assist
Available Mon-Fri (8am-5pm)
Document Assist specializes in assisting you with a no-hassle way of replacing important documents, such as Passport, ID’s, credit and bank cards, and birth and death certificates. This service will assist you to replace documents as a result of theft or loss as painlessly as possible.
How does a beneficiary ensure the call center has their documents?
Copies of all-important personal documents such as listed below must be submitted either via email, or direct, secure upload via the internet, to a data vault for safe keeping for availability in the event of an emergency. This is managed through a secure, and password protected web accessible service.
- ID Document
- Drivers Liscence
- The registration details of the vehicle
- Passport
- Banking details supported by an signed Affidavit that the information is true
These documents will be made available to the beneficiary via the web service or couriered to them in a time of emergency to present to the relevant official departments or bank upon their request. Documents can also be viewed in the data vault via a secure password at any point.
- In the event of theft or loss of personal documents, membership of document assist entitles the beneficiary to.
- Electronic storage of important documents via a data vault. In order to load the documents to the data vault the beneficiary will need to submit copies either directly to the data vault via the secure web-based service, or via email. Documents can then be viewed by punching a secure password into the data vault. NOTE: no copying of the back of credit cards is allowed.
- The replacement service includes follow up, queuing at government offices, and delivery of replaced documents to you via courier, or direct downloads from the data vault.
- Note: For Bank-and Credit Cards, no Power of Attorney is accepted and the initial call must be done by the beneficiary. Cards will need to be collected by the beneficiary, and follow-up to the expedite service delivery will be done by Document Assist.
- All Administration required for the presentation of back-up documents to Official Departments/ Banks is arranged by Document assist.
How Do I Get Assistance?
- Beneficiary needs to phone Document Assist on the dedicate number during office hours, Mon-Fri (08:00-17:00) and give the particulars of their case.
- Upon verification of the beneficiary’s membership/policy. They will be provided with a case number and referred to an assisting practitioner for assessments of their case. Upon the verification and validity of their personal information, Documents Assist will arrange for all the necessary correspondence and processing on the beneficiary’s behalf.
- Document Assist attends to all reasonable queries upon request for further particulars that might be required.
- Document Assist assists the beneficiary with all the necessary administrative support and documentation preparation for their submission.
- Document Assist will follow up with the official departments and/or police stations in order to track the status of the processing of these documents.
- Services rendered will only be as comprehensive as the documentation submitted at the time of membership activation.
Who is entitled to Document Assist?
A valid, paid-up beneficiary, and any additional family beneficiaries, provided that they have the main beneficiary’s membership details and their details and their documents have been submitted by the main beneficiary prior to being in an emergency in an emergency situation.
- Document Assist will help only in respect of valid documentation and proof of ID if available, and upon confirmation that the beneficiary’s details are valid.
- Assistance provided will only be as effective as information provided within 1 month of membership inception.
- Document Assist may not be able to collect the document from the respective bank or authority on behalf of the beneficiary, dependant on the requirements of that specific institution.
No service will be provided if:
- Note: For Bank-and Credit Cards, no Power of Attorney is accepted and the initial call must be done by the beneficiary. Cards will need to be collected by the beneficiary, and follow-up to the expedite service delivery will be done by Document Assist.
- All Administration required for the presentation of back-up documents to Official Departments/ Banks is arranged by Document assist.
What are the service level commitments?
Turnaround time will be a 5-20 working days from the time that all supporting documentation has been received to get a response from the Official Government Bodies.