POPIA & Privacy
Tshireletso Financial Services respects your right to privacy and processes your personal information in line with the Protection of Personal Information Act (POPIA).
When you submit your details on this website, we will use them to:
- Contact you about funeral cover products you have shown interest in;
- Record your consent and communication history;
- Comply with legal and regulatory requirements.
We will not sell your information to third parties. We may share it with our underwriters and service providers where this is necessary to provide the product, process claims or meet legal obligations.
You may request access to, correction of, or deletion of your personal information by contacting our office. Some information may need to be kept for statutory or contractual reasons.
Code of Conduct
Download our Code of Conduct to understand how we operate and the standards we hold ourselves to.
Download Code of Conduct (PDF)Complaints
We value your feedback. Please follow the procedure below and use the form provided to log a complaint.
Tshireletso Financial Services Statutory disclosure requirements
Intermediary disclosure document - statutory notice/section 13 certificate
I am a Representative and full time employee of Tshireletso Financial Services (Pty) Ltd ("Tshireletso"), a registered Financial Services Provider (FSP40422), which accepts responsibility for financial services rendered. I am accredited to market Assupol products. Remuneration is calculated according to statutory commission percentages and/or fees agreed between Tshireletso, client, and product provider. Tshireletso and its representatives are authorised to provide the following financial services: Long-term Insurance: Category A.
Interest in financial services provider/suppliers and conflict of interest
Tshireletso receives more than 30% of income from Assupol for services rendered. We may at times receive indirect considerations from product providers; a Gift Register is available for inspection. Incub8 with Assupol (Pty) Ltd is a third party cell captive insurer of which an associate of Tshireletso participates as a preference shareholder. As a preference shareholder, an associate of Tshireletso shares in the profits and losses arising from the ring-fenced cell captive business.
Complaints resolution and conflict of interest system and procedures
Should you be dissatisfied with any aspect of the service performed by your financial advisor, you must address your complaint in writing to the Compliance Officer or Tshireletso Financial Services. Please note; we have an established internal Complaint Resolution procedure, which is available at your request. Tshireletso Financial Services has an established Conflict of Interest Management Policy which requires your financial advisor to disclose any actual or potential conflict of interests to you. A copy of the Conflict of Interest Management Policy is available at your request.
How to lodge a complaint
- Submit your complaint in writing to our complaints officer or at any office countrywide.
- You will receive written acknowledgement of receipt.
- Our complaints officer will try to resolve your complaint within six weeks.
Compliance and complaints procedure
Tshireletso Financial Services (Pty) Ltd
- Registered FSP: FSP40422
- Head office: 82 Shippard Street, Mahikeng, 2745
- Contact person: Kim Malan
- Tel: +27 18 381 1956
- Fax: +27 18 381 8568
- Email: kmalan@tshireletso-finserv.co.za
External compliance practice
- Provider: Moonstone Compliance (Pty) Ltd (Practice number 188)
- Address: 25 Quantum Street, Techno Park, Stellenbosch, 7600
- Compliance Officer: Andre Knobel
- Tel: +27 82 445 9486
- Fax: +27 21 883 8005
- Email: aknobel@moonstonecompliance.co.za
Should your complaint not be resolved to your satisfaction within a period of six weeks
Should it happen that you, after having contacted us,still have a concern, please contact our complaints department. If, after you have contacted our complaints department your concernhasnotbeenresolvedtoyoursatisfaction, you could approach the:
National Financial Ombud Scheme South Africa (NFO) details:
About an aspect of your policy
- Tel: 0860 800 900
- Email: info@nfosa.co.za
- Office: 110 Oxford Road, Houghton Estate, Johannesburg, Gauteng, 2198
- Office: Claremont Central Building, 6th Floor, 6 Vineyard Road, Claremont, Western Cape, 7700
FAIS Ombud
About the conduct of the intermediary who assists you with your policy
- Tel: +27 12 470 9080 / +27 12 762 5000
- Fax: +27 12 348 3447
- Email: info@faisombud.co.za
- Postal: PO Box 41, Menlyn Park, 0063
You will, however, need to substantiate that you have submitted your complaint to Tshireletso Financial Services (Pty) Ltd, and that the matter could not be resolved to your satisfaction.
Incomplete documents - responsibility for the correctness and completeness of information issued
You are hereby advised and cautioned that no person acting on behalf of the provider may in the course of the rendering of a financial service request you to sign any written or printed form or document unless all details required to be inserted thereon by you or on your behalf have already been inserted. Please be aware when completing any documentationor providing any information, that all material facts must be accuratelyand properly disclosed.You are entirely responsible for the accuracy and completeness of all answers, statements or other information provided by you or on your behalf. Please note that all material facts in respect of any application, proposal, order, instruction or other contractual information that is required to be completed for, or submitted to a product supplier by or on your behalf that relates to the purchase of any financial product, including any amendment thereof or variation thereto, must be accurately and properly disclosed. Any misrepresentation or non-disclosure of a material fact or the inclusion of incorrect information could result in the cancellationof your policy or couldresult in your claim being declined.
Waiver of rights
You are hereby advised that no financial advisor or any other person may ask you or offer any inducement to you to waive any right or benefit conferred on you by or in terms of any provision of the General Codes of Conduct. A copy of the Code of Conduct is available at your request
General
All information obtained or acquired from you, the client, will remain confidential unless you provide written consent, or unless we are required by any law to disclose such information
Underwritten by
Incub8 with Assupol (Pty) Ltd (registration number 2021/417666/07) is a licensed insurer to conduct Microinsurance third-party Cell Captive business.
Summit Place Office Park, Building 6, 221 Garsfontein Road, Menlyn, Pretoria, 0181.
PO Box 35900, Menlo Park, Pretoria, 0102.
- Tel: 0861 235 664
- Fax: +27 12 366 3500
- Web: assupol.co.za
Compliance department
- Tel: +27 12 366 3700
- Fax: 087 230 5667
- Email: compliance@assupol.co.za
Complaints department
- Fax: 087 230 5669
- Email: complaints@assupol.co.za
Tshireletso Financial Services Policy Provisions
Your application form and these policy provisions are the complete and only record of your policy.
Role-players in your policy
You are the main role-player – the policyholder – who holds and exercises the rights in your policy. You must be 18 years or older. The person who pays the premiums of the policy is known as the premium-payer. This will be you. The person on whose life you take out insurance is known as the main life insured. This could be you, or someone else in whose life you have an insurable interest. You have, for example, such interest in your spouse and children. The person who receives the policy benefits after your death is known as the beneficiary. You and all the other role-players must be South African citizens.
The start date for the life insured
This, for every life insured, is the first day of the month in which we, or someone authorised by us, should receive the first premium for cover for that life insured. That is when death cover for an accidental death starts, and when the waiting period of four months for death cover for a natural (non-accidental) death starts.
Age of life insured at their start date
- For Single plan: The main life insured must be between the age of 18 and 64 at the start of the policy.
- For Pensioner plan: The main life insured must be between the age of 18 and 89 at the start of the policy.
Age of life insured at their start date (For family plan)
You and your spouse must be under the age of 65.
- Children included as immediate family must be under the age of 21.
- Children who are permanently disabled and totally dependant on you may be included at any age.
When cover for children stops (For family plan)
Cover for children stops when they turn 21.
- For disabled children (described above) it does not stop at any specific age.
- For a stillborn child the death benefit will be paid only if the birth takes place after 26 weeks of pregnancy, and is not self-induced and the pregnancy commenced on or after the commencement of the policy. The stillborn benefit applies only to the main member.
When cover and waiting periods start
For every life insured death cover for an accidental death starts, and the waiting period for death cover for natural (non-accidental) death and suicide starts, on the first day of the month in which the first monthly premium for cover for that life insured is paid. During a waiting period, premiums must be paid, but benefits are not provided.
For example, if the start date of cover for a life insured is 1 January 2026, we may pay out benefits from 1 July 2026, and from 1 January 2027 for suicide.
- The waiting period for natural (non-natural) death is 6 months from the start of the policy.
- The waiting period for suicide is 12 months from the start of the policy.
- The total benefit is payable for accidental (non-natural) death after receipt of the first premium.
Accidental death is death caused by an incident that causes harm to the body of the life insured from outside the life insured, which harm excludes any sickness – and which incident and harm the life insured did not intend and reasonably could not have foreseen. The incident must be the direct and only cause of death, and death must happen within 30 days after the incident.
When cover and waiting periods start (For pensioner plan)
For every life insured death cover for an accidental death starts, and the waiting period for death cover for natural (non-accidental) death and suicide starts, on the first day of the month in which the first monthly premium for cover for that life insured is paid. During a waiting period, premiums must be paid, but benefits are not provided.
For example, if the start date of cover for a life insured is 1 January 2026, we may pay out R500 from April 2026, and full benefits from 1 July 2026, and from 1 January 2027 for suicide.
- R500 is payable to the beneficiary for natural death during the third, fourth and fifth month after start of the policy provided premiums have been received.
- After the waiting period, the full benefits are provided.
- No benefits are payable for suicide within the first 12 months after start of the policy.
- The total benefit is payable for accidental (non-natural) death after receipt of the first premium.
Accidental death is death caused by an incident that causes harm to the body of the life insured from outside the life insured, which harm excludes any sickness – and which incident and harm the life insured did not intend and reasonably could not have foreseen. The incident must be the direct and only cause of death, and death must happen within 30 days after the incident.
Maximum funeral cover for one person
When a person takes out funeral insurance with us, the total funeral cover for that person under all individual and group policies with us may not be more than the following maximums:
- R10 000 if the funeral insurance is taken out when the person is under the age of 6.
- R50 000 if it is taken out when they are 6 years or older, but younger than the age of 18.
- R100 000 cover for policyholder and first spouse if it is taken out when they are 18 years or older, but under age 65.
- R35 000 if it is taken out when they are 65 or older, but under age 75.
- R30 000 if they are 75 years or older but below age 79.
- R20 000 if they are 80 years and older.
Any cover above the maximum automatically falls away.
Premiums are paid monthly
The premium for your policy is payable monthly, before the end of every month. The premium we receive in a particular month provides cover for that month. The premium pays for death cover only, and not for any investment or cash value. Premiums are not refunded if your policy ends for any reason.If your monthly premium is not paid by the 15th day following the month on which your premium was due, your policy will end automatically. You will be notified of the non payment within the 15 days interval stated above. If your policy has ended because premiums were not paid, it will not be reinstated, however, you may apply for a new policy at any time. If premiums are not paid in full, benefits also cannot be paid in full but will be reduced by the sum of the unpaid premiums.
A recurring commission of 25% is included in your monthly premium and an initial commission of up to two times your monthly premium is paid to the intermediary at policy inception.
Premiums or benefits can be reviewed
It could happen that your premiums or benefits need to be reviewed at any time so that your policy continues to remain actuarially sound (see “Your policy operates in terms of an actuarial basis”). If we do review your premium, we compare the current assumptions of future claims, investment return, taxation and the cost of reinsurance with our previous assumptions when this policy or benefit was issued.
How to claim on this policy
Visit any of our offices or contact us at: tel: number 086 123 5664. We must receive a completed claim form, obtainable from us. The person who claims must, at their own cost, prove the claim, show that no exclusions apply, and give us all information and documents we need to consider the claim. This must include the following:
- The claim form – completed and signed as required.
- Certified copy of the valid ID of the person who claims.
- Certified copy of the original death certificate of the life insured – form DHA 5.
- Certified copy of the valid ID of the life insured.
- Copy of the notification/registration-of-death – form DHA1663.
- Copy of a valid bank statement of the person who claims, not older than three months, showing the account-holder and the account number.
- Police report if the death is due to unnatural causes – for example, a motor-vehicle accident.
- Other documents that we may reasonably require.
You will be notified, within two business days after receipt of all required documents, of the outcome of your claim. The outcome may include to authorise payment for valid claims, repudiate the claim or to dispute the claim.
Information about you
Assupol may use personal information about me, as defined in the Protection of Personal Information Act (Popia), which has been lawfully obtained in the past or which may be obtained in the future, including the personal information provided to Assupol for this application for the following purposes:
- to consider applications for policies of which I am the policyholder or a life insured; and
- for any lawful purpose regarding Assupol policies as may have been issued to me in the past or may be issued in the future, particularly to consider claims for benefits and to trace persons who could receive benefits (Important: tracing fees may be deducted from benefits).
Assupol may for these purposes, at any time, also after my death:
- obtain such relevant personal information about me from other persons and entities, particularly from other insurers and I hereby authorise them to give such information to Assupol;
- share such information with other insurers – directly or through a database that insurers operate as an industry group, and in such from as Assupol or the other operators of the database may decide within the confines of Popia;
- store this information on databases that may at times be hosted outside the borders of South Africa, subject to compliance with the conditions for lawful processing of personal information as set out in Popia. Assupol will at all times make sure that the country in which such data may be hosted affords me the same or better protection of my privacy than required by Popia.
Assupol will, at all times, keep information about me secure and will destroy it within 20 years after my policy ended. During the 20-year period my information will be appropriately safeguarded and used for historical, statistical or research purposes. Please refer to our Privacy Notice for more information about how we keep your personal information safe. It can be found on www.assupol.co.za or from any of our branches or by calling 0861 234 664 (BELONG).
When policy benefits will not be paid
A benefit will not be paid if information (for example, about your relationship with lives insured or ages of lives insured), was not provided to us before the start of the benefit in question, or is not correct. A benefit will also not be paid if the life insured’s death is caused or accelerated, directly or indirectly, by - war, civil commotion or terrorist activity, or if the life insured dies while committing a criminal activity.
What is an unclaimed benefit?
It is a benefit that is due to you or your beneficiary in terms of a policy but has not yet been claimed. This may be because you or your beneficiary are unaware of the benefit.
What is an unpaid benefit?
It is where a claim for a benefit in terms of a policy has been made but the claim has not yet been approved or paid to you or your beneficiary. This may be due to claim requirements not having been met, or due to outstanding claim documents or Assupol not having the correct bank details to pay the claim.
Tracing to locate policyholders or beneficiaries
- Assupol makes use of various platforms including tracing agencies, to try and locate policyholders or beneficiaries for benefits that are due but have not been claimed. The costs related to tracing may be deducted from the benefit payable, but care is taken to ensure such costs are reasonable.
- Notifications on the client servicing platforms are used by Assupol staff when servicing clients to remind clients of possible unclaimed benefits. Unclaimed benefits are also shown on the Assupol Client and Rewards Portal.
Is interest added to an unclaimed or unpaid benefit?
- Unclaimed risk benefits (like Funeral, Death, Disability, Critical Illness and Cashback) do not earn interest. Certain benefits, like Cashback, are first used to settle any policy debt
- Interest is typically not paid on unpaid benefits where the delay in payment is caused by the claimant. Interest may be added if the delay has been cause by Assupol, and where the payment of a benefit is made more than five working days after receipt of all required claim information. An interest rate aligned with the Assupol Money Market Fund returns would be used.
How to avoid missing out on unclaimed benefits?
- Please keep your contact details Assupol updated.
- Request e-mail as your chosen method of communication - not post.
- Make sure Assupol has updated contact details for your beneficiaries.
You can cancel your policy
Policies of life insurance operate in terms of actuarial rules, specifications and formulae, which are approved according to law, and are known as the actuarial basis of the policy. This requirement plays an essential role in the protection and fair treatment of policyholders.
It ensures that policies are dealt with in a reasonable and objective manner – and that the benefits they provide, and distinctions made between policies, are justified and financially sound. Therefore, in carrying out your policy its actuarial basis must always be taken into account.
Assupol On-Call benefit (Repatriation)
Benefits are effective after payment of the second premium. To use these support services – and before making any arrangement, obtaining any service, incurring any cost, or doing anything else – persons must phone the support centre at0800 002 614. If they don’t, any costs incurred will be for their account. Although every effort is made to monitor the service providers, the responsibility for any loss, damage, defective workmanship, unforeseen, unexpected or unpredictable incidents that occur during the carrying out of any direct or indirect service remains with the service provider.
In the event of a death of the assured life, all costs related to transportation of the life insured will be arranged back to the place of residence within South Africa up to R20 000. This benefit is excluded for self-inflicted injuries.
- If the funeral is between 50 km and 150 km away from home, we will make the necessary travel arrangements and pay up to a maximum of R100 per person (maximum R400) for up to four immediate family members of the deceased to attend the funeral.
- If the funeral is more than 150 km away from home, we will make the necessary travel arrangements and pay up to a maximum of R500 per person (maximum R2 000) for up to four immediate family members of the deceased to attend the funeral.
Complaints
Our commitment is to provide excellent service to you. Should it happen that you, after having contacted our offices or Assupol office, still have a concern, please contact our complaints department: complaints@assupol.co.za or fax: 087 230 5669.
If, after you have contacted our complaints department your concern has not been resolved to your satisfaction, you could approach the:
Ombudsman for Long-term insurance:
About an aspect of your policy
- Tel: 0860 800 900
- Email: info@nfosa.co.za
- Office: 110 Oxford Road, Houghton Estate, Johannesburg, Gauteng, 2198
- Office: Claremont Central Building, 6th Floor, 6 Vineyard Road, Claremont, Western Cape, 7700
FAIS Ombud:
About the conduct of the intermediary who assists you with your policy
- Tel: +27 12 470 9080 / +27 12 762 5000
- Fax: +27 12 348 3447
- Email: info@faisombud.co.za
- Postal: PO Box 41, Menlyn Park, 0063
Underwritten by
Incub8 with Assupol (Pty) Ltd (registration number 2021/417666/07) is a licensed insurer to conduct Microinsurance third-party Cell Captive business.
Summit Place Office Park, Building 6, 221 Garsfontein Road, Menlyn, Pretoria, 0181.
PO Box 35900, Menlo Park, Pretoria, 0102.
- Tel: 0861 235 664
- Fax: +27 12 366 3500
- Web: assupol.co.za
Compliance department:
- Tel: +27 12 366 3700
- Fax: 087 230 5667
- Email: compliance@assupol.co.za
Complaints department:
- Fax: 087 230 5669
- Email: complaints@assupol.co.za
Tshireletso Financial Services (Pty) Ltd
- Registration number: 1995/00130/07
- Authorised FSP: FSP40422
- Physical address: 82 Shippard Street, Mahikeng, 2745
- Postal address: PO Box 6767, Mmabatho, 2735
- Tel: +27 18 381 1956
- Fax: +27 18 381 8568
- Email: info@tshireletso-finserv.co.za