Where can I access the product terms and conditions? 

It will be available on the 1st for Women website and on the app. On the 1st for Women website, you will find the terms and conditions by clicking on the Benefits tab at the top of the page. You will then select the Read More button on the Guardian Angel on Call image.

On the 1st for Women app, go to the main menu, where you click on the top block called Guardian Angels on Call. At the bottom of the following screen, you can click on Terms and Conditions to access this information. 

What is the Guardian Angel on Call benefit?     

It is a benefit that is included in all comprehensive 1st for Women policies. You can access the benefit through the 1st for Women smartphone application. It can automatically detect a serious accident and alert our call centre and the nearest EMS, if the regular driver, policyholder and/or nominated family/household member(s) need medical assistance.

How does the benefit work?    

Through the 1st for Women application, Guardian Angel on Call can detect movement and speed by using the smartphone’s GPS and accelerometer. From here the embedded algorithm is able to understand when the policyholder, regular driver or family/household member is in motion and should she/he be in an accident, it can calculate the likelihood of impact and will trigger an alert if the algorithm measures a force equal to a severe accident.

A medically trained emergency assist consultant will then phone the policyholder, regular driver or family/household member to confirm if she/he needs emergency medical assistance. If she/he confirms the need for assistance or does not answer her/his phone, the consultant will immediately dispatch the nearest emergency medical service (EMS) to the exact accident location recorded by the application at the time of the accident.

How do I know that this benefit is working on the application and is there a way of testing if it’s working?        

The application was designed to silently run in the background, without interfering and therefore you should not notice it running. However, you can open the app and look for the Guardian Angel on Call button on the home page. This will state when the last trip was tracked. The policyholder can see if the regular driver details are updated along with those of the nominated family/household members via the 1st for Women app. If the policyholder would like to make a change or update the details of the regular drivers they can contact the call centre or update them on their online profile on the 1st for Women website. They can update the details of their nominated family/household members via the app or online profile on the website.

When does the benefit on the application work?           

The application uses smart drive-detection technology to automatically switch on when you start driving and begin monitoring your trip. It will automatically detect a severe vehicle accident and instantly alert the 1st for Women emergency assist provider, who will phone the relevant user to confirm if she/he needs emergency medical assistance.

If the policyholder, regular driver or nominated family/household members confirm the need for assistance or does not answer her/his phone, the nearest emergency medical services (EMS) will be dispatched to the accident location recorded by the application. Please note that the app must be running with the drivers signed in, and the location services and travel monitoring need to be on in order for the app to be able to track your trip and for the Guardian Angel on Call benefit to work. 

Who is going to respond to my emergency?      

The emergency contact centre consultant is able to immediately dispatch the nearest emergency medical services (EMS) and supply them with the registered user’s vital medical information, if available and / or received from the policyholder, regular driver or nominated family/household members.

If I need medical assistance where will I be taken?        

The 1st for Women Guardian Angel on Call benefit is only an early alert system for emergency medical services (EMS) to be dispatched to your location. The standard EMS’ processes and procedures will determine the medical treatment provided and the medical facilities used.

What will your response times be?       

This application was designed to minimise the time consuming factors that could possibly delay the emergency medical services’ (EMS) response times. While impossible to give an exact response time, it would be accurate to say that there is an immediate responding call once an alert is triggered.

Why do you need my medical information, and is my information safe with you?          

By completing your medical information on the application, we can assist the EMS in responding to your accident with relevant information to give you the best possible medical care.

Your information will be stored on the application’s server and will only be accessed and shared with the selected EMS when the system has alerted them to a severe accident.

If my or my nominated drivers’ medical information changes, how do I update it and how will I know if it is updated?           

Because you have installed and signed into the 1st for Women application, you will have immediate access to update and save your medical aid details and medical conditions as often as you need to on the application. 

Will this assist benefit also be available outside the borders of South Africa?  

No, the service is only offered within the borders of South Africa.

Who do I contact in case of an emergency?        

0860 10 42 12 - our normal Guardian Angel Tow and Assist line will stay available to you 24/7; this is an additional benefit and does not affect any of your existing assist benefits.

Which components does the application monitor?        

This application uses your smartphone’s GPS location service together with the built-in accelerometer to monitor and calculate your position, speed of travel and the forces that caused you to stop. This information is used to calculate, in real time, the possibility of bodily harm and obviously the higher the score, the more severe the accident is likely to be and the quicker our response time has to be.

How does this product compare with your competitors?             

The Guardian Angel on Call benefit sits within a mobile application on your cell phone, which means you do not have to get a fitted device for your vehicle. This means that, as long as you have the 1st for Women app on your phone, you are signed in with the necessary settings on and you have your mobile phone with you, your Guardian Angel on Call benefit can watch over you, even if you are in someone else’s vehicle or travelling in public transport. The benefit is designed to support not only the regular driver but the policyholder and up to 5 family/household members of the policyholder’s choice.

What constitutes a severe accident?     

We use an algorithm that monitors a variety of sensors on your phone. This algorithm is able to understand when any of you are mobile in a vehicle and only then turn itself on. Through understanding this we are able to eliminate "false positives" such as accidentally dropping the phone and only monitor the sensors of a mobile phone when driving. We can calculate the possibility of bodily harm and obviously the higher the score, the more severe the accident is likely to be.

If I don’t want this product can it be excluded?

The product is offered as part of our assist offering and is included as a benefit to your 1st for Women policy. Should the policyholder, regular driver, and nominated family and/or household members not be activated, created their own profile or downloaded the application then they will not benefit from this assist offering.

Do existing customers qualify for Guardian Angel on Call?         

Yes they do, as long as they have an active 1st for Women policy and have one or more comprehensively insured vehicle(s) on the policy.

What are the costs of the Guardian Angel on Call?         

Guardian Angel on Call forms part of the assist benefits and therefore is included in all comprehensively insured 1st for Women vehicle policies. 

Is Guardian Angel on Call different from my Accident Assist / Medical Assist?  

Yes, this is an early alert system only that would automatically detect a severe vehicle accident, if the policyholder, regular driver and additional nominated family/household members complied with the registration requirements, and aim to reduce the emergency medical services’ (EMS) response times by pinpointing the exact location of the accident. It also ensures appropriate medical attention by providing vital patient information directly to the first responder.

Will I be able to capture my next of kin details to contact in case of an emergency?      

No, we will send your information and location directly to the relevant EMS who will determine the severity of the accident. It is part of their service to then get hold of your next of kin, if needed.

Do I need to install any additional devices / tracking units?       

No – this benefit is unique in that you can use it on most smartphones and there is no need to purchase any other devices.

Who can benefit from using the Guardian Angel on Call application?   

The policyholder and the individuals recorded as the regular drivers on a comprehensive 1st for Women policy. As well as up to five family and/or household members nominated by such policyholder.  

How do I update the regular drivers on a policy?             

As the policyholder, you can either contact the call centre or update their details via your online profile on the 1st for Women website.

What will happen to the app if I get a new phone?        

You will need to install the application on your new phone and use your existing login details; access on the old phone will then automatically be terminated / suspended.

How do I make use of the Guardian Angel on Call benefit?        

The policyholder must download the app from the relevant app store and sign in using their ID number (or passport number if applicable). The policyholder can then send a link, from within the app, to the regular driver. The regular driver would download the app using that link and follow the prompts of this application on her/his smartphone.

Within the app the policyholder can select the 5 family and/or household members they chose to share the app with. Through the app they would send an SMS to them with a link to download the app as well as a benefits code. The family/household member would need to download the 1st for Women app and register using the benefits code they received via SMS from the policyholder.

Will my profile automatically be loaded onto the application?

No, your profile is not automatically loaded to the app. The policyholder needs to download and sign into the app. Thereafter, from within the app, they can send a link to the regular driver via SMS.

The regular driver would then use that link to download and register on the app and accept the application’s Terms of use.

The policyholder can also nominate up to 5 family/household members from within the app and send them a link via SMS, along with a benefits code. The family/household members would use the link to download the app and the benefits code to register on the app. They would also need to accept the application’s Terms of use.

If I already have an online website profile, do I need to register on the application?     

No, you can sign into the application using your valid SA ID number/passport number.

How do I download the application?     

The policyholder, regular driver/s and nominated family/household members can download the 1st for Women app from the relevant App store (iOS and Android) on her/his smartphone. The regular driver would sign in using either their ID/passport number (if we have this on the system, provided by the policyholder) or they would register on the website using the link sent to them via SMS from the policyholder. The nominated family/household members would download and register using the link and benefits code sent to them by the policyholder via SMS. 

Can I register with my non-SA ID? (What if policy holder is SA citizen and regular driver is not?)             

Yes, you can if you give our policy services call centre a call to assist.

Is the application linked to the actual phone?  

Yes it is.

How many phones can I link the application to?              

The application can only be active on one device at a time for each policyholder, regular driver or nominated family/household member.

For example, If the policy has three comprehensively insured vehicles, with three regular drivers, then each regular driver can have the application running on their respective phones as well as the policyholder and the nominated family/household members.

What happens if I cancel my policy?      

The Guardian Angel on Call benefit on the 1st for Women app will automatically stop functioning on the agreed cancellation date, as it is only offered to the policyholder, and regular driver(s) of comprehensively insured vehicles, and the nominated family/household members of a comprehensively insured policyholder.

What happens if I remove a comprehensive vehicle from my policy?   

If there is only one comprehensively insured vehicle on the policy and unless the regular driver is also noted on another vehicle that is comprehensively insured, the Guardian Angel on Call service will automatically stop functioning on the agreed cancellation date for the policyholder, regular driver and nominated family/household members.

If there is more than one comprehensively insured vehicle and only one is removed, then only the regular driver of that vehicle would lose the benefit on the agreed cancellation date.

What happens if I downgrade my cover from comprehensive to third party, fire and theft or third party only? 

If there is only one comprehensively insured vehicle on the policy and unless the regular driver is also noted on another vehicle that is comprehensively insured, the Guardian Angel on Call service will automatically stop functioning on the agreed cancellation date for the policyholder, regular driver and nominated family/household members.

If there is more than one comprehensively insured vehicle and only one is downgraded, then only the regular driver of that vehicle would lose the benefit on the agreed cancellation date.

How much data do I need for the application to function? What is the average data usage per day?

The application uses approximately the same data as a map or navigation application. For the application to properly run and send notifications, you would need approximately 1MB of data per day.

What happens if I run out of data?         

Depending on your mobile operator, you might start to incur costs in ‘out of bundle’ rates. If you run out of data the application will stop functioning and you will not be able to benefit from the Guardian Angel on Call benefit.

What will happen in the event of an accident?

The Guardian Angel on Call benefit uses smart drive-detection technology to automatically switch on when you start driving and begin monitoring your trip. We can automatically detect severe vehicle accidents and instantly alert the emergency contact centre, dispatching the nearest emergency medical service (EMS) and provide them with your exact location and personal medical information. You will then benefit from the EMS’s quick response and will have the peace of mind knowing that you will receive accurate treatment.

Will the Emergency Medical Service (EMS) be dispatched in the event of an accident in which I am driving someone else’s car?     

Yes the EMS will be dispatched as long as you, your regular drivers and nominated family/household members are signed into the application and have your smartphones with you and all relevant setting switched on. All the occupants of the vehicle will be assisted as per the standard emergency medical service procedures.

What happens if I am the passenger in another car?      

If you are the policyholder or regular driver of a comprehensively insured vehicle with 1st for Women or you are a nominated family/household member of such a policyholder you will still be covered as long as you are, signed onto the application and have your smartphone with you and have all relevant settings switched on. All the occupants of the vehicle will be assisted as per the standard emergency medical service (EMS) procedures.

What operating system does my phone require?            

For Apple devices, the application requires iOS version 8.1 and above.

For Android devices, the application requires Android 4.4 and above.

What is the minimum phone specs required?

Your phone must have the relevant operating systems i.e. iOS version 8.1 and above for Apple devices and 4.4 “Gingerbread” and above for Android.

It must be GPS enabled for monitoring of trips.

How do I know what specs my phone has?         

You can Google this information, check your device manual or contact the device manufacturer.

Will the app drain my battery?

The application has approximately the same battery usage as map or navigation applications while monitoring trips.

What happens if my phone dies during a trip? 

The trip will not be monitored and this application will not be aware of or be able to trace any incident.

Where do I position my phone when driving?  

Preferably on a flat, stable surface where the phone will not move around.

Is the application compatible with smart watches?        

Because of the sensors and systems that the algorithm needs to operate on, this application will not be compatible with smart watches or similar devices.

Is the App compatible with a tablet?     

The sensors and systems that the algorithm needs to operate on, is not calibrated for tablets and therefore this application won’t be compatible with tablets.

Will the accident data from my application affect my claim?     

No it won’t, this data is only used to determine the severity of the accident and your location to enable us to dispatch the nearest EMS to the correct location.

How do I check if a regular driver is allowed to use the application?      

As a policyholder you can activate the regular driver on your policy via your online profile. But in an effort to keep the regular driver’s details confidential, it will be up to you to personally confirm with the regular driver if she/he downloaded the application on her/his smartphone.

How do I cancel the emergency call if I drop the phone?             

The likelihood of it registering as an accident is slim, however if it did, you will receive a call from the call centre. You can then verbally cancel the call-out over the phone.

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