COVID-19
FAQ’s
General

I would like to know more about my product. Who can I phone?

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If you need additional information, please call us on the following numbers from 8.30-16.30, Monday - Friday:

Account Benefits: 0860 555 868

TFG Critical Care / TFG Critical Care Family: 0860 117 525

TFG Device Insurance: 0860 117 524

Funeral Plan: 0860 444 918

TFG Legal Plan:   0860 117 525

LifeNet: 0860 117 523

TFG CancerCare: 0860 117 525

Jewellery Insurance: 0860 666 617

TFG Dental plan: 086 000 7410

You can also call our Customer Services on 0860 576 576.

I received a nominated beneficiary form in the post. What is this and what must I do with it?

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This form allows you to nominate the person who you want to receive the payout under the product which you have taken up, if you die. Please complete the form and fax it to 021 929 8410, hand it in at your nearest TFG store or email it to:

Account Benefits: accountbenefits@tfg.co.za

TFG Critical Care / TFG Critical Care Family: TFGCritCare@tfg.co.za

TFG Device Insurance: TFGCellularInsurance@tfg.co.za

Funeral Plan: FuneralPlan@tfg.co.za

Legal Protection Plan: legalprotection@tfg.co.za

LifeNet: lifenet@tfg.co.za

TFG Retrenchment Plan: tfgreplan@tfg.co.za

TFG Accident Plan: accidentplan@tfg.co.za

TFG CancerCare: TFGCancerCare@tfg.co.za

Jewellery Insurance: mbj@tfg.co.za

Where can I direct complaints?

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Please read the Complaints Resolution Policy by clicking https://www.tfginsurance.co.za/media/1064/complaints-procedure-document.pdf. Complete the form and send it to faiscomplaints@tfg.co.za or contact Customer Services on 0860 576 576.

How many beneficiaries can I nominate?

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You can nominate one beneficiary per product, if that product includes a death benefit.

How do I submit a claim?

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Please read your insurance policy/product terms and conditions/membership guide carefully for the specific requirements regarding claims under the product(s) you have chosen to take up.

To make a claim, you can go to any TFG store and complete, or hand-in the fully completed and signed claim form with the supporting documents (as required by the specific product under which you are claiming).

Our store staff will fax the completed and signed claim form to our Insurance Claims Department or to Finrite Administrators (Pty) Ltd (for claims for cell phones and tablets under TFG Device Insurance).

Claim forms can be requested from any TFG store, or can be downloaded by clicking on the claims notification tab on this website. A claim form will also be sent to you when you take up a product which includes an insurance benefit.

I submitted a claim, but I have not heard anything yet. Who must I contact?

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You can contact the Insurance Claims Department on 0860 000 388, or at claimsadmin@tfg.co.za or on fax number 021 937 5274.

How do I take up additional products?

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TFG account customers can request a call back online by going to www.tfginsurance.co.za, selecting the product of interest, completing their personal information and clicking ‘submit’, or by contacting our customer services on 0860 576 576.

What happens if my premium/amount/payment is billed to my TFG account and I don’t pay my installment?

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If your TFG account is in arrears, your product and its cover will automatically end.

Can I cancel my product?

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Yes, you can cancel your product by giving us notice as required under the product you are cancelling. You can do this by:

  • Contacting our Customer Services on 0860 576 576; or
  • Visiting any TFG store and requesting that your product be cancelled; or
  • Sending an email to the product-specific email address listed above.

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NOTICE TO ALL POLICYHOLDERS AND MEMBERS

If you have been given an extra month to pay your TFG store account due to the COVID19 lockdown, please note that TFG has paid your premium to the insurer of your product(s) on your behalf (if your premium is billed to your store account). This means that your cover under your product(s) for the month of May 2020 will not be affected if you didn't pay your instalment that was due on 1 May 2020! The premium/amount/payment for your product was still billed to your store account as per your product t's and c's.