Our Policies
TCF POLICY
Policy Statement
Our business believes that the fair treatment of customers is essential to the success of its business. Customers are our most valuable asset and are key stakeholders in the business, both directly, where our customers are intermediaries, or the customers of such intermediaries and because of the influence the quality of the customer experience has on the businesses’ relationships with other crucial stakeholders. Although, as an underwriting management agency, we do not directly deal with the end user customer, our services are integral to the value chain, and we provide an essential service, which subscribes to the principles of TCF. Our customers therefore include not only the end user customer but also our intermediaries.
We are fully committed to providing the highest standards of customer-centric financial services and our aim is to ensure we deliver a user-friendly, robust, reliable, and cost-effective service. Treating Customers Fairly principles (TCF) are applied across all business sectors in the course of our general business activities.
Our Treating Customers Fairly (TCF) policy is centred around the guidance provided by the Financial Services Board (FSB) to ensure we consistently deliver fair outcomes to our customers and take responsibility for the business and staff (at all levels) providing enhanced service quality to customers, based on a culture of openness and transparency.
This Policy Statement has been prepared in order to document the various controls and processes that exist enabling the business to demonstrate compliance with the six desired outcomes of the FSB’s 6 TCF Principles.
We have set out below how we aim to ensure these principles are embedded in our daily operations.
Practical Application
In practical terms for the different areas of our business, this means:
- Encouraging and responding to valuable customer feedback allowing us to continually improve our service offering.
- Ensuring that promotional material issued is clear, compliant, jargon-free and appropriately targeted, as well as being up-to-date and correct.
- Ensuring that we support our intermediaries in proper product provider and products selection.
- Ensuring an ongoing flow of customer-pertinent information which is relevant and timeous.
- Ensuring that staff have thorough training on all products they provide services on, are able to assist intermediaries, understand who they are and are not suitable for, and are encouraged to provide feedback where they spot inconsistencies, ambiguities or potential unfairness in the product literature or product features.
- Operating remuneration systems which assure fairness to the customer as well as customer satisfaction.
- Finding ways to encourage staff to implement TCF in their day to day business activities.
- Keeping detailed records of customer instructions and the required financial services we have been requested to assist with, to help ensure we treat customers fairly and can deal with any complaints that may arise swiftly and fairly.
- Encouraging feedback from intermediaries and end user customers where appropriate to correct or improve on the service already offered.
- Ensuring that customer complaints are assessed fairly, promptly, and impartially, and in line with deadlines and rules.
- Encouraging staff to recommend improvements to service following customer complaints – and monitoring the outcome.
- Ensuring that staff are kept up to date with relevant training in relation to competence, data protection and other matters directly affecting the quality of service offered to customers.
- Offering regular training in the principle of TCF at all levels of the business.
- Regularly monitoring and reporting on all of the above TCF activities as part of the company’s monthly statistics/MI, in order to assess TCF performance across the business and recommend changes where appropriate.
- Ensuring that TCF values, which are set and communicated by Senior Management, are supported by all staff, and understood in the same way.
Statement Of Principles
Principle 1: Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.
Customer-Centricity –
Our priority from a strategic and operational perspective is to provide our customers with excellent service underpinned by quality and choice. We are committed to ensuring.
Our employees, customers and advisers prefer and retain our services throughout the entire value chain of financial services.
Conflicts of Interest –
Our business is committed to ensuring its business is conducted in a way which is legal, professional, fair and in accordance with the best interests of its customers.
We have adopted this Conflict of Interest Policy which is regularly monitored and reviewed. The policy provides guidance and sets out various requirements for all employees (including the offering and receiving gifts and hospitality) as well as oversight of relationships with customers and suppliers.
We do not engage with end user customers, and provide all financial services to the appointed intermediary, as agent to the customer. We identify potential conflicts of interest within our business process and ensure that individual and business objectives are linked to quality service, TCF and regulatory compliance.
We acknowledge that should conflicts of interest arise either: (a) between our interests as a business and those of customers; or (b) between the personal interests of a team member and those of the customer; either because of a relationship, or a financial incentive or inducement we offer or which is offered by any third party, these will be managed in accordance with our internal policy.
We will neither seek nor accept anything that may influence, or appear to influence, any of our business decisions. We may accept limited business courtesies such as meals, entertainment or business support provided they are customary, commonly accepted and are offered with no express or implied understanding of creating an obligation on us by the act of acceptance. These are recorded in our gifts register, a copy of which is available on request.
Potential conflicts of interest between the firm and its customers (intermediaries) are constantly monitored. Where a potential or actual conflict arises, we will operate processes which are designed to eliminate the risk of detriment to the customer or/and any other stakeholder and preserve the reputation and good standing of our business. Any team member found not to be operating to these processes will be subject to disciplinary procedures, which could lead to a variety of outcomes, including dismissal. The decision whether or not to commence such procedures and the conduct of disciplinary procedures shall in each case be by leaders who do not have a direct financial or other interest in the outcome of any such procedures.
Training and Competence –
To ensure success and the consistent provision of excellent customer service, employees receive appropriate training and are aware that TCF is at the heart of our culture.
The training our people receive includes enhanced emphasis on their duty of care to customers, and compliance with the requirements of the General Code of Conduct and good business practise. We recognise that our employees are critical to delivering a positive client experience and ensuring our customers are treated fairly. Our culture and values encourage and support our employees to deliver this.
Remuneration –
We provide a clear and full disclosure of remuneration as required in terms of the Financial Advisory and Intermediary Services Act (FAIS), where required. It is our policy to ensure our team is fairly and properly remunerated for the work done, as it is in the interest of our clients, shareholders, and staff alike that we have the capacity and resources to deliver a quality, professional service.
Incentive Schemes –
We avoid operating incentive schemes that could breach the principle of TCF and risk consumer detriment. We remunerate and incentivise our employees to encourage them to deal with all clients fairly and to continually find ways to improve.
Employee Feedback –
Employees are encouraged to feedback any concerns, observations, or suggestions to enable improvements to be implemented across the business. This feedback can be provided to Management, Legal & Compliance representatives or via our implemented Whistleblowing policy.
Confidential Information –
We will use confidential information supplied by the client only for the business purposes for which it is intended and not reveal it to anyone outside our business unless authorised by the customer in writing, or as required by law.
We keep information about our business and business partners confidential and do not reveal this to anyone outside our business except where authorised or as required by law. We expect all parties to any transaction to maintain the confidentiality of the information we supply.
Legal Obligations –
We will ensure that our business decisions and actions are in line with the appropriate legal and regulatory requirements. We will make every effort to confirm that both the business and its staff remain in compliance with all applicable, legal and regulatory requirements.
Principle 2: Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.
Our service is shaped by examining and understanding our customers’ needs and priorities and providing our intermediaries with support and guidance in this regard. To achieve this, we ensure we have appropriate knowledge and understanding of needs and requirements throughout the entire value offering inherent in the provision of financial services.
We constantly pursue ways to improve the quality of our service where this is possible and ensure that we engage in a fair and efficient service level agreement, in order to be able to measure this. We encourage, and where appropriate act upon stakeholders’ comments and suggestions for improvement in our service and invite all our customers to provide us with valuable feedback.
Principle 3: Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
Transparency –
We ensure our services are delivered with clarity and transparency and do not contain hidden conditions or rely on complex technical definitions.
We will fully supply information to relevant parties in order to provide an environment conducive to informed consent. We will ensure our intermediaries are enabled to ensure customers have all the information they require in order that they can make an informed decision in relation to the financial service under consideration.
Policy Literature/Financial Promotions –
It is essential that policy literature and financial promotions issued are clear, fair and not misleading; thereby accurately reflecting the product being offered.
Policy literature is subject to Quality Assurance processes and is reviewed regularly. In doing so, we ensure an outcome-based approach to TCF is adopted and that various regulatory and statutory obligations are complied with.
Principle 4: Where consumers receive advice, the advice is suitable and takes account of their circumstances.
Third Party and Product Provider Selection –
As mediators of products designed by third party suppliers, our concern is to ensure that our product portfolio meets the following requirements:
- The supplier is of adequate financial standing and will enable us to fulfil our core values.
- The products are suitable for our potential customers.
Our providers are selected on criteria acceptable to the principles inherent in TCF and include aspects such as financial strength, expertise in core business, underwriting and claims settlement, service requirements, breadth of coverage, continuity and relationship, fit with overall risk management programme, pricing and relevant terms and conditions.
We are committed to the provision of insurance solutions and products which will be:
- Driven by what is in our customers’ best interests.
- Underwritten by approved product providers.
We provide our intermediaries with information about the outcome of sales to inform their decisions on the product portfolio and our assessment of the fair treatment of our customers.
We assist where possible and equip our distribution with sufficient information to provide our customers with appropriate, professional advice concerning their insurance needs and requirements.
We provide our distribution with adequate training and support, as well as management information where appropriate, to assist them in performing their functions fairly and efficiently.
Principle 5: Consumers are provided with products that perform as firms have led them to expect, (product integrity) and the associated service is both of an acceptable standard and also as they have been led to expect.
We regularly review product terms and conditions and all customer feedback and engage with product suppliers to redress imbalances against customer expectations. We keep our customers fully informed in a clear and fair manner that is unambiguous and not misleading and work hard to ensure that service and risk information remains clear and prominent at all times.
We satisfy ourselves with our approved product suppliers’ ability to meet the obligations inherent in their products and to provide aftersales care, and other relevant capabilities, in our selection process. Where applicable, we ensure the provision of such aftersales service in accordance with customer expectations. We utilise available management information to identify and respond to after-sales performance matters.
Principle 6: Consumers do not face unreasonable post-sale barriers imposed by firms to change products, switch providers, submit a claim or make a complaint.
We keep our customers informed of the types of changes they may make to their products if their needs or circumstances change, and of any important limitations on their ability to access funds or make changes going forward. These are aligned to clear service standards for processing product changes.
We implement demanding but achievable service level agreements, agreed upon internally and with our business partners, which are constantly monitored to ensure customers receive the level of service they expect.
Where a request for a product change is declined by any party in the value chain, we provide clear reasons for this Where we receive a request to change a product (whether directly or through another party) we inform the customer of any potential risks associated with the change, in reasonable time for them to respond to or act on the information.
Claims Handling –
We operate efficient (including paperless) claim procedures to ensure that customer claims are handled promptly. Our distribution is clearly informed of this process and the requirements of this.
Complaints –
We respond in a timely manner to our customers’ and prospective customers’ questions and queries and address any issues or concerns promptly. All customer complaints are dealt with and escalated as appropriate and as required by us in order to meet our obligations to our clients and our regulator. We are happy to provide full details of our complaints process on request.
Complaints – Root Cause Analysis and Outcomes Testing
We have detailed complaints handling procedures and training in place that are in compliance with FSB rules and guidelines. This ensures all customer service employees are able to identify complaints and complaints handlers investigate complaints, competently, fairly, and consistently in line with the prevailing policies and procedures.
Regular reporting in terms of outcomes testing will ensure that trends are identified, recorded, and discussed to determine if any remedial action is required, either against individuals, products, policy wordings or processes.
TCF Governance
All Company employees are encouraged to take responsibility for TCF in the course of performing their individual roles.
Senior Management:
- Prescribes management information disciplines which allow regular scorekeeping against our TCF and sales process quality objectives.
- Ensures team members’ role responsibilities clearly set out their TCF and regulatory compliance objectives.
- Ensures there is available to all relevant team members training and coaching which equips them to understand their responsibilities.
- Regularly reviews and moderates remuneration schemes and attendant performance objectives to ensure consistency with the businesses’ TCF approach.
- Ensures that we rigorously promote our customer core values, in all available training interfaces with our team members, to embed a culture of Treating Customers Fairly.
- Ensures that our incentive schemes reward and recognise excellence in providing a quality sales experience to the customer, embracing the fair treatment of customers.
TCF Management Information:
- TCF Management Information (MI) Reporting, Review and Escalation
- A detailed TCF MI report is to be produced on a quarterly basis and analysed as part of the Compliance Monitoring Programme with appropriate input from the business areas.
- Where issues or anomalies are identified. This ensures there is an adequate “bottom-up” review of the TCF data.
- A summary of the data is then presented to the Managing Body on a quarterly basis as a standing agenda item. This enables robust “top-down” challenge and review of the business’ performance against TCF outcomes. Ad hoc reviews of TCF ensure TCF processes continue to be appropriate and TCF MI remains ‘fit for purpose” linked to site functionality provided by the other organisation.
MINIMUM TERMS AND CONDITIONS
1. Detailed description of goods and/or services
Warranty Direct is a business in the insurance and financial services industry that offers value-added motor warranties.
Upon receipt of the requisite premium, Warranty Direct will accept the risk if the insured vehicle meets the criteria as per the terms and conditions of the product purchased. The policy wording will be sent to the insured via email, confirming their purchase.
2. Return and Refunds policy
The insured can cancel the policy at any time by writing to Warranty Direct. Warranty Direct can cancel or change the policy of the insured by giving them 30 days’ notice. If the insured or Warranty Direct cancels the policy, a pro-rata portion of the premium will be deducted for the time on contract and the administrative costs, non-insurance benefits, commission, and inspection fees related to the acquisition and termination of the policy as detailed. All correspondence regarding any changes or cancellations will be done in writing via letter, fax, or electronic mail to the last known address of the insured. Please note that if there is any claim approved or paid there will be no pro-rata refund. When the insured vehicle is traded in or in the hands of a Motor Dealer for the purpose of selling the vehicle, the policy will be considered cancelled, and all benefits will cease immediately.
Warranty Direct will accept the risk if the insured vehicle complies with the terms and conditions as set out in the policy. As the administrator of this plan, we may decline to accept a vehicle or client. If we do decline, we will refund the full premium.
If the payment was financed by a finance company, the finance company has first rights to payment from the cancellation. We will refund any payments due to the finance company first, if applicable before any refund that may be due to the insured.
4. Customer Privacy policy
Warranty Direct shall take all reasonable steps to protect the personal information of users. For the purpose of this clause, “personal information” shall be defined as detailed in the Promotion of Access to Information Act 2 of 2000 (PAIA). The PAIA may be accessed at: https://www.justice.gov.za/legislation/acts/2000-002.pdf
5. Payment options accepted
Payment may be made via Visa, MasterCard, Diners, or American Express Cards or by bank transfer into the Warranty Direct bank account, the details of which will be provided on request.
6. Card acquiring and security
Card transactions will be acquired for Warranty Direct via PayGate (Pty) Ltd which is the approved payment gateway for all South African Acquiring Banks. DPO PayGate uses the strictest form of encryption, namely Secure Socket Layer 3 (SSL3), and no Card details are stored on the website. Users may go to www.paygate.co.za to view their security certificate and security policy.
7. Customer details separate from card details
Customer details will be stored by Warranty Direct separately from card details which are entered by the client on DPO PayGate’s secure site. For more details on DPO PayGate refer to www.paygate.co.za.
8. Merchant Outlet country and transaction currency
The merchant outlet country at the time of presenting payment options to the cardholder is South Africa. The transaction currency is the South African Rand (ZAR).
9. Responsibility
Warranty Direct takes responsibility for all aspects relating to the transaction including the sale of goods and services sold on this website, customer service and support, dispute resolution, and delivery of goods.
10. Country of domicile
This website is governed by the laws of South Africa and Warranty Direct chooses as its domicilium citandi et executandi for all purposes under this agreement, whether in respect of court process, notice, or other documents or communication of whatsoever nature, Suite 201, Tokai Village Centre, Vans Rd, Tokai, Cape Town, 7945.
11. Variation
Warranty Direct may, in its sole discretion, change this agreement or any part thereof at any time without notice.
12. Company information
This website is run by a private company based in South Africa trading as Warranty Direct, administered by MVIA. FSP 45790
13. Warranty Direct contact details
Company Physical Address: Suite 201, Tokai Village Centre, Vans Rd, Tokai, Cape Town, 7945 Email: Info@MVIA.insure Telephone: 087 2323 494
TERMS OF USE
These Terms and Conditions and our Privacy and Cookies Policy govern your use of the Warrantydirect.co.za website and your relationship with Warrantydirect.co.za.
Please read them carefully as they affect your rights and liabilities under the law. If you do not agree to these Terms and Conditions and/or our Privacy and Cookies Policy, please do not register for or use the Warrantydirect.co.za website. Please note that to use any of the services provided on the Warrantydirect.co.za website, you are required to register as an authorised user on the website.
Use of the Warrantydirect.co.za website
The Warrantydirect.co.za website is provided to you free of charge for your personal use subject to these Terms and Conditions and our Privacy and Cookies Policy. By using the Warrantydirect.co.za website you agree to be bound by these Terms and Conditions and our Privacy and Cookies Policy.
All pricing, comparisons and purchases made on the Warrantydirect.co.za website will also be governed by the specific Product Terms relevant to Branded products sold on the website.
THESE TERMS AND CONDITIONS DO NOT AFFECT YOUR STATUTORY RIGHTS.
Amendments
We may update these Terms and Conditions from time to time and any changes will be notified to the user via a suitable announcement on the Warrantydirect.co.za website.
If you continue to use the Warrantydirect.co.za website after the date on which the change comes into effect, your use of the Warrantydirect.co.za website indicates your agreement to be bound by the new Terms and Conditions.
Registration
To register with Warrantydirect.co.za you must be over eighteen years of age. You must ensure that the details provided by you on registration or at any time are correct and complete. You must inform us immediately of any changes to the information that you provided when registering by updating your personal details.
Password And Security
When you register to use the Warrantydirect.co.za website you will be asked to create a password. You must keep this password confidential and must not disclose it or share it with anyone. You will be responsible for all activities and orders that occur or are submitted under your password.
If you know or suspect that someone else knows your password, you should notify us by contacting Customer Services (see below for contact details) immediately.
If Warrantydirect.co.za has reason to believe that there is likely to be a breach of security or misuse of the Warrantydirect.co.za website, we may require you to change your password or we may suspend your account.
Miscellaneous
We reserve the right to vary or terminate any promotion or product at any time without notice.
The failure of Warrantydirect.co.za to take any action in respect of a breach of these terms and conditions shall not constitute a waiver of their enforceability. Warrantydirect.co.za reserves its rights in respect of these terms and conditions at all times.
Excluded Services
The services provided by the Warrantydirect.co.za website do not include the provision of computer or other necessary equipment to access the Warrantydirect.co.za website. To use the Warrantydirect.co.za website you will require Internet connectivity and appropriate telecommunication links. We shall not be liable for any telephone or other costs that you may incur.
Intellectual Property
The content of the Warrantydirect.co.za website is protected by copyright, trademarks, database, and other intellectual property rights. You may retrieve and display the content of the Warrantydirect.co.za website on a computer screen, store such content in electronic form on disk (but not any server or other storage device connected to a network) or print one copy of such content for your own personal, non-commercial use, provided you keep intact all and any copyright and proprietary notices. You may not otherwise reproduce, modify, copy, or distribute or use for commercial purposes any of the materials or content on the Warrantydirect.co.za website without written permission from Warrantydirect.co.za.
Limitations
You may not use the Warrantydirect.co.za website for any of the following purposes:
- Disseminating any unlawful, harassing, libellous, abusive, threatening, harmful, vulgar, obscene, or otherwise objectionable material
- Transmitting material that encourages conduct that constitutes a criminal offence, results in civil liability, or otherwise breaches any relevant laws, regulations, or code of practice
- Gaining unauthorised access to other computer systems
- Interfering with any other person’s use or enjoyment of the Warrantydirect.co.za website
- Breaching any laws concerning the use of public telecommunications networks
- Interfering or disrupting networks or websites connected to the Warrantydirect.co.za website
- Making, transmitting, or storing electronic copies of materials protected by copyright without the permission of the owner
- Warrantydirect.co.za reserves the right to refuse to post material on the Warrantydirect.co.za website or to remove material already posted on the Warrantydirect.co.za website.
You will indemnify us against all losses, liabilities, costs, and expenses reasonably suffered or incurred by us, all damages awarded against us under any judgment by a court of competent jurisdiction and all settlements sums paid by us as a result of any settlement agreed by us arising out or in connection with:
- Any claim by any third-party that the use of the Warrantydirect.co.za website by you is defamatory, offensive, or abusive, or of an obscene or pornographic nature, or is illegal or constitutes a breach of any applicable law, regulation, or code of practice.
- Any claim by any third-party that the use of the Warrantydirect.co.za website by you infringes that third-party’s copyright or other intellectual property rights of whatever nature; and
- Any fines or penalties imposed by any regulatory, advertising or trading body or authority in connection with the use of the Warrantydirect.co.za website by you.
Availability of the Warrantydirect.co.za Website
Although Warrantydirect.co.za aims to offer you the best service possible, Warrantydirect.co.za makes no promise that the services at the Warrantydirect.co.za website will meet your requirements. Warrantydirect.co.za cannot guarantee that the service will be fault-free. If a fault occurs in the service, you should report it to the Customer Services (see below for contact details) or by email at Info@MVIA.insure and we will attempt to correct the fault as soon as we reasonably can.
Your access to the Warrantydirect.co.za website may be occasionally restricted to allow for repairs, maintenance or the introduction of new facilities or services. Warrantydirect.co.za will attempt to restore the service as soon as it reasonably can.
Warrantydirect.co.za’s right to suspend or cancel your registration
Warrantydirect.co.za may suspend or cancel your registration immediately at our reasonable discretion or if you breach any of your obligations under these Terms and Conditions.
You can cancel this agreement at any time by informing us in writing. If you do so, you must stop using the Warrantydirect.co.za website.
The suspension or cancellation of your registration and your right to use the Warrantydirect.co.za website shall not affect either party’s rights or liabilities.
Warrantydirect.co.za’s Liability
The Warrantydirect.co.za website is provided by Warrantydirect.co.za without any warranties or guarantees. You must bear the risks associated with the use of the Internet.
The Warrantydirect.co.za website provides content from other Internet websites or resources and while Warrantydirect.co.za tries to ensure that the material included on the Warrantydirect.co.za website is correct, reputable and of high quality, it cannot accept responsibility if this is not the case.
Warrantydirect.co.za will not be responsible for any errors or omissions or for the results obtained from the use of such information or for any technical problems you may experience with the Warrantydirect.co.za website. If Warrantydirect.co.za is informed of any inaccuracies in the material on the website, we will attempt to correct the inaccuracies as soon as we reasonably can.
In particular, we disclaim all Liabilities in connection with the following:
- Incompatibility of the Warrantydirect.co.za website with any of your equipment, software, or telecommunications links
- Technical problems including errors or interruptions of the Warrantydirect.co.za website
- Unsuitability, unreliability, or inaccuracy of the Warrantydirect.co.za website
- Inadequacy of the Warrantydirect.co.za website to meet your requirements
- To the full extent allowed by applicable law, you agree that we will not be liable to you/or any third-party for any consequential or incidental damages (including but not limited to loss of revenue, loss of profits, loss of anticipated savings, wasted expenditure, loss of privacy and loss of data) or any other indirect, special, or punitive damages whatsoever that arise out of or are related to the Warrantydirect.co.za website.
Third-Party Websites
As a convenience to Warrantydirect.co.za customers, the Warrantydirect.co.za website includes links to other websites or material which are beyond its control. Warrantydirect.co.za is not responsible for content on the Internet, or any other website outside the Warrantydirect.co.za website.
Advertising and Sponsorship
Part of the Warrantydirect.co.za website may contain advertising and sponsorship. Advertisers and Sponsors are responsible for ensuring that material submitted for inclusion on the Warrantydirect.co.za website complies with relevant laws and codes. We will not be responsible for any error or inaccuracy in advertising and sponsorship material.
Applicable Law
These Terms and Conditions shall be governed by and construed in accordance with the laws of South Africa and any disputes will be decided only by the South African courts.
International Use
Warrantydirect.co.za makes no promise that materials on the Warrantydirect.co.za website are appropriate or available for use in locations outside South Africa and accessing the Warrantydirect.co.za website from territories where its contents are illegal or unlawful is prohibited. If you choose to access this website from locations outside the Republic of South Africa, you do so on your own initiative and are responsible for compliance with local laws.
Miscellaneous
You may not assign, sub-license or otherwise transfer any of your rights under these Terms and Conditions.
If any provision of these Terms and Conditions is found to be invalid by any court having competent jurisdiction, the invalidity of that provision will not affect the validity of the remaining provisions of these Terms and Conditions, which shall remain in full force and effect.
If you breach these Terms and Conditions and Warrantydirect.co.za ignores this, Warrantydirect.co.za will still be entitled to use its rights and remedies at a later date or in any other situation where you breach the Terms and Conditions. Warrantydirect.co.za shall not be responsible for any breach of these Terms and Conditions caused by circumstances beyond its control.
PRIVACY POLICY
Warranty Direct Privacy Policy
This website is owned and operated by Warranty Direct and will be referred to as “we”, “our” and “us” in this internet privacy policy. By using this site, you agree to the internet privacy policy of this website (“the website”), as set out below. The internet privacy policy relates to the collection and use of personal information you may supply to us on the website.
We recognise the importance of protecting the privacy of information collected about visitors to our website, in particular, information that is capable of identifying an individual (“personal information”).
This internet privacy policy governs the manner in which your personal information, obtained through the website, will be collected, protected, and used. This internet privacy policy should be reviewed periodically so that you are updated on any changes.
We reserve the right, at our discretion, to modify or remove portions of this internet privacy policy at any time. This internet privacy policy is in addition to any other terms and conditions applicable to the website.
Personal information
- Personal information about visitors to our site is collected only when voluntarily submitted. For example, when supplying personal information in the quotation or buying process to provide you with a product.
- Unless additionally stated at the point of collection, any personal information that is submitted to our website is used only for the purpose for which it is submitted or for secondary purposes directly related to the primary purpose.
- We will not share your personal information with any other third parties, other than within our own group of companies, unless we are permitted or required to do so by law, or you specifically instruct or authorise us to do so.
- We collect, store, and use personal information such as first names, surnames, addresses, contact numbers, email addresses, ID numbers, and vehicle details.
- Your personal information is collected over a secure, encrypted network.
Cookies
- A cookie stores information from the web browser that was sent to the web server and is stored on your local computer. This is then used by the server when you revisit a website. We may use persistent and session cookies on our website. These cookies allow us to provide you with an improved user experience on our website as well as for online advertising purposes.
- We also make use of Google Display Network advertising and remarketing advertising. This means that prior to and after visiting our website, you may see our online advertising banners on other websites you visit.
- We use Google Analytics to track and analyse the use of this website. Google‘s privacy policy is available at: http://www.google.com/privacypolicy.html.
- You are able to add, edit, or delete interests and demographic data for the personalisation of Google Display Network’s ads via the Ads Preference Manager.
Security
- We strive to ensure the security, integrity, and privacy of personal information submitted to our website, and we review and regularly update our security measures in line with available technologies. Unfortunately, no data transmission over the internet can be guaranteed to be totally secure.
- We do take all reasonable and available steps to protect the personal information you submit to us, both on the website and within our internal information systems. In addition, our employees and the contractors who provide services related to our information systems are obliged, by way of non-disclosure agreements, to respect the confidentiality of any personal information held by us. We will not, however, be held responsible for events arising from unauthorised access to your personal information.
- We make use of SSL technology to encrypt information transmitted from the website to our servers which are password protected and firewalled.
Access to information
- You have the right to request access to the personal information we have on record for you at any time and we are obliged to present you with such data upon request.
- You have the right to request that we correct any errors in the information held about you.
Links to external sites
- We may provide links to websites outside of our website, as well as to third-party websites. These sites are not under our control, and we cannot accept responsibility for the conduct of companies that you are linked to from our website.
- Before disclosing your personal information on any other website, we advise you to examine the terms and conditions and privacy statement of any website before submitting personal data.
Contact information
Should you have any queries about our privacy policy, please feel free to send us an email at Info@MVIA.insure.
TERMS OF USE
About this portal
This site is owned and operated by Warranty Direct. Warranty Direct operates under the domain name “Warrantydirect.co.za”. The Warranties are underwritten by “Mutual & Federal Risk Financing Ltd.”
Saxum Insurance Company Limited is an Authorised Financial Services Provider FSP Number 12.
The Policy Administrator is Warranty Direct, an authorised Financial Services Provider FSP Number 45790. Your use of the services, information, text. graphics, materials, and other content on the Warrantydirect.co.za site (“material on this portal”) is governed by these Terms of Use and the associated Security and Privacy Statement. By using this site, you agree to be bound by these Terms of Use. In addition to the Terms of Use contained in this document, other terms of use or conditions may apply to your use of this Warrantydirect.co.za portal, parts of this portal, or to products and services offered via this portal. You will be bound by these additional terms, as applicable.
Links to other websites
- The WarrantyDirect.co.za site may contain links to websites, which are owned or operated by third parties independent of Warrantydirect.co.za (‘’Third-Party Websites“). Warrantydirect.co.za does not sponsor, endorse or approve of the operators of Third-Party Websites, or material (including services, information, graphics, or data) which is located on such Third-Party Websites (“Third-Party Material”).
- The Warrantydirect.co.za site may contain or link to information about special offers, deals, or promotions by persons not related to or part of Warrantydirect.co.za (“Third-Party Offers”). Warrantydirect.co.za does not sponsor, endorse, or approve of any Third-Party Offers, or Third-Party material associated with these offers.
Subject to any applicable law which cannot be excluded, Warrantydirect.co.za makes no warranties or representations:
– Regarding the quality, accuracy, merchantability, or fitness for purpose of Third-Party material, or products or services available through Third-Party Websites: or
– That Third-Party material does not infringe the intellectual property rights of any person. Warrantydirect.co.za is not authorising the reproduction of Third-Party material by linking material on this site to Third-Party material.
- When following a link on the Warrantydirect.co.za portal, material at a Third-Party site may be displayed in your browser framed by material on this portal. This material is also Third-Party.
- Material for the purpose of these Terms of Use.
Privacy
Your privacy and security are very important to Warrantydirect.co.za. We collect certain information from you, and it is used by the Warrantydirect.co.za site in order to provide online services. The Warrantydirect.co.za site will record and track the use you make of this portal. The use of this data is subject to our Security and Privacy Statement. Please read our Security and Privacy Statement in full.
Warrantydirect.co.za product information and purchase
The Warrantydirect.co.za site contains both information of a general nature about Warrantydirect.co.za and Warrantydirect.co.za’s products and services and enables you to purchase and pay for products and services online.
Completing transactions on the Warrantydirect.co.za portal
When entering into a transaction via the Warrantydirect.co.za portal, whether it be the issuance of a contract, a renewal payment, or a transaction relating to any other product or service, the transaction will not be completed until an “Electronic Instruction “ (being any electronic instruction, information, message, request or communication issued or transmitted to Warrantydirect.co.za via the Warrantydirect.co.za portal) containing the acceptance from you to Warrantydirect.co.za’s offer, or the confirmation of payment from you, whichever is applicable, has been received and processed by Warrantydirect.co.za, and any specific steps or requirements as set out in this clause 4, have been complied with.
You acknowledge that the transmission of your acceptance or the confirmation of any payment, made through an Electronic Instruction may not be received by Warrantydirect.co.za or one of our partners in accordance with this clause 4 for reasons beyond either parties’ reasonable control including, but not limited to, mechanical, software, computer, telecommunications, or electronic failure, or the omission or failure of third-party service providers or systems. You further acknowledge that, to the extent permitted by law, Warranty Direct is not liable to you in any way for any loss or damage at all and however, caused, arising directly or indirectly in connection with the transmission of an Electronic Instruction through the Warrantydirect.co.za portal, or any failure to receive an Electronic Instruction for whatever reason.
Purchasing insurance policies and non-insurance products
Where the Warrantydirect.co.za site enables you to purchase insurance products, non-insurance products or services online:
TERMS OF USE
- The parties (including insurance partners) may enter into an insurance policy using the Warrantydirect.co.za site by Warrantydirect.co.za making an electronic offer via the Warrantydirect.co.za site and you electronically communicating your acceptance of that offer via the Warrantydirect.co.za site to Warrantydirect.co.za.
- Warrantydirect.co.za may act on and process all completed Electronic Instructions transmitted or issued through the Warrantydirect.co.za site without further consent from or reference to you, and Warrantydirect.co.za may treat an Electronic Instruction as authentic and is under no obligation to investigate the authenticity or authority of persons issuing or transmitting such Electronic Instructions, or to verify the accuracy and completeness of such Electronic Instructions.
Creating a binding contract with Warrantydirect.co.za via the Warrantydirect.co.za site is a two-step process
- The first step is to select the desired product you are interested in and have selected.
- If you wish to purchase a product in accordance with the selection via the Warrantydirect.co.za portal, then, upon successful completion by you of all additional required details, step two enables you to accept that quote and create a binding insurance agreement with a corresponding Warrantydirect.co.za policy or membership number.
- When entering into a contract via the Warrantydirect.co.za portal, you will be taken to have communicated your acceptance of an offer of insurance from Warrantydirect.co.za.
Only when:
- The Electronic Instruction containing the acceptance from you enters and is recorded in the main database.
- A record is created and stored in the database.
- A Warrantydirect.co.za policy number is generated by the Warrantydirect.co.za database; and Warrantydirect.co.za receives all required details of a current and valid bank account which you are authorised to use, which is of a type accepted by Warrantydirect.co.za, and to which Warrantydirect.co.za is able to charge a premium or payment.
- A binding contract is conditional on Warrantydirect.co.za or one of our partners being able to successfully charge against your nominated bank account and receiving timeous payment of your applicable premium.
TERMS OF USE
- Where a transaction is entered into between Warrantydirect.co.za or one of our partners via the Warrantydirect.co.za portal, a policy or membership number will be issued by Warrantydirect.co.za via the Warrantydirect.co.za portal. However, a binding agreement is not conditional on the issuance or receipt by you of a policy number. Therefore, the failure by you to receive a policy number via the Warrantydirect.co.za site does not invalidate or otherwise prejudice the existence of a contract or transaction entered into using the Warrantydirect.co.za portal.
- Warrantydirect.co.za may or may not issue a paper confirmation of the insurance policy or product. The existence of a binding contract is not conditional on Warrantydirect.co.za issuing, or you receiving, a paper confirmation of the transaction.
- You are responsible for ensuring that you receive a policy number and should contact Warrantydirect.co.za if one is not received within 24 hours.
- Where you only complete a quote on the Warrantydirect.co.za site, a binding agreement is not created. A binding agreement will only be created once Warrantydirect.co.za receives your full payment.
Payments
All payments for any products or other services purchased via the Warrantydirect.co.za site must be paid in full by clear funds by the due date specified in the relevant confirmation. Unless provided for otherwise, all payments referred to in (1) above are to be made by selected bank accounts.
You must therefore provide to Warrantydirect.co.za details of your current and valid bank account. Including:
- Bank account type
- Name of bank
- Bank branch
- Branch number
- Bank account number
- Account name
Warrantydirect.co.za’s standard terms and conditions apply
All applications for insurance or other products made via this WarrantyDirect.co.za site are subject to and must comply with WarrantyDirect.co.za’s normal approval criteria and are governed by the normal terms and conditions applying to each product or service requested. Full terms and conditions are contained within the policy documents (which include a policy schedule or certificate of insurance, policy wording, Disclosure Statement, and Important Information about Us). These can be accessed on the WarrantyDirect.co.za portal.
Warranties
Whilst reasonable steps have been undertaken to ensure that information is free from error, Warrantydirect.co.za does not warrant the accuracy, adequacy, or completeness of material on this portal. All information is subject to change without notice. Warrantydirect.co.za does not guarantee that the Warrantydirect.co.za site or Third-Party Websites will be free from viruses, or that access to the Warrantydirect.co.za site or Third-Party Websites will function as intended or be uninterrupted. All terms implied by law, except those that cannot be lawfully excluded, are excluded.
Limitation of Liability
Subject to any responsibilities implied by law and which cannot be excluded, Warrantydirect.co.za, and its directors, employees, agents, and contractors, are not liable to you for any losses, damages, liabilities, claims, and expenses (including but not limited to legal costs and defense or settlement costs) whatsoever, whether direct, indirect or consequential, arising out of or referable to the material on this portal, to Third-Party material, third-party services, or to access of the Warrantydirect.co.za site by you, howsoever caused, whether in contract, tort including negligence statute or otherwise.
Indemnity
You indemnify Warranty Direct in respect of any liability incurred by Warrantydirect.co.za for any loss or damage, howsoever caused, suffered by Warrantydirect.co.za as a result of your breach of these Warrantydirect.co.za site Terms of Use, or your use of the Warrantydirect.co.za portal.
No Financial or Investment Advice
The Warrantydirect.co.za site does not purport to provide you with financial or investment advice of any kind. The information available via the Warrantydirect.co.za site does not take account of your particular financial or insurance position or requirements. Warrantydirect.co.za suggests that you seek independent advice before acting upon material on this site or Third-Party material.
Availability of the Warrantydirect.co.za portal
As electronic services are subject to interruption or breakdown, access to the Warrantydirect.co.za site is offered on an “as is” and “as available” basis only.
Warrantydirect.co.za may impose limits or restrictions on the use you may make of the Warrantydirect.co.za portal. Further, for security, technical, maintenance, legal, or regulatory reasons, or due to any breach of these Terms of Use, Warrantydirect.co.za may withdraw the Warrantydirect.co.za site at any time and without notice to you.
Use of the Warrantydirect.co.za portal
The information and material contained in this Warrantydirect.co.za site is provided solely for bona fide personal or commercial customers only. By accessing, viewing, or otherwise using this Warrantydirect.co.za portal, you agree to abide by the terms and conditions of use contained in this clause and clause 14.
You agree that you will not (either yourself or through any third-party):
Use any robot, spider, screen scraper, data aggregation tool or other automatic device or process (“Automated Process“) to process, monitor, copy or extract any web pages on the Warrantydirect.co.za portal, or any of the information, content or data contained within or accessible through the Warrantydirect.co.za portal, without Warrantydirect.co.za’s prior written permission; use any Automated Process to aggregate or combine information, content, or data contained within or accessible through the Warrantydirect.co.za site with information, content, or data accessible via or sourced from any third-party; use any information on or accessed through the Warrantydirect.co.za site for any commercial purpose (including but not limited to market research, the provision of pricing estimates or ‘shadow shopping’) or otherwise (either directly or indirectly) for profit or gain; use any device, software, process or routine to interfere or attempt to interfere with the proper working of the Warrantydirect.co.za site or any transaction or process being conducted on or through it; take any action that imposes an unreasonable or disproportionately large load on the infrastructure of or bandwidth connecting to the Warrantydirect.co.za portal; reverse engineer, reverse assemble, decompile, or otherwise attempt to discover source code or other arithmetical formulas or processes in respect of the software underlying the infrastructure and processes associated with the Warrantydirect.co.za portal; or copy, reproduce, alter, modify, create derivative works, or publicly display, any part of any content from the Warrantydirect.co.za site without Warrantydirect.co.za’s prior written permission.
No use of Warrantydirect.co.za site for unrelated persons
You must only use the Warrantydirect.co.za site to: obtain motor-related products and services; obtain other information relating to the cover from WarrantyDirect.co.za; or conduct transactions or queries, in respect of insurance cover for you or a member of your immediate family (with their prior consent) or for a commercial enterprise for which you seek bona fide cover. You also agree to indemnify Warrantydirect.co.za in respect of any liability incurred by Warrantydirect.co.za for any loss, cost, damage, or expense, howsoever caused, suffered by Warrantydirect.co.za as a result of your breach of this clause 14.
Third-Party Providers
Parts of this Warrantydirect.co.za portal, or the provision of payment processing or other services offered via this Warrantydirect.co.za portal, may be outsourced to third-party providers. These Terms of Use apply to any outsourced services unless you are otherwise notified of any alternate Terms of Use.
Copyright and Trademarks
Copyright in the Material on this site is owned or licensed by Warranty Direct and/or its affiliates or associate companies. Except where necessary for and incidental to viewing the material on this site via your web browser, or as permitted under the Copyright Act 1968 (Cth) or other applicable laws, no material on this site may be reproduced, stored in an electronic or other retrieval system, adapted, uploaded to a third-party location, framed, performed in public or transmitted in any form by any process whatsoever without the specific written consent of Warrantydirect.co.za.
The Warranty Direct logos are both registered trademarks of Warranty Direct.
Termination
These Terms of Use and your access to the Warrantydirect.co.za site may be terminated at any time by either party without notice to the other. However, all restrictions, licences granted by you, and all disclaimers and exclusions of and limitations on liability of Warranty Direct, will survive any termination. Upon termination, you must not directly or indirectly access or use the Warranty Direct.co.za site or any material on this portal.
Acceptance and changes to the Terms of Use
You acknowledge and accept that your use of the Warrantydirect.co.za site indicates your acceptance of these Terms of Use and the Security and Privacy Statement. These are the current Terms of Use. They replace any other terms of use for the Warrantydirect.co.za site published on the Warrantydirect.co.za site to date. Warranty Direct may at any time vary the Terms of Use for security, legal or regulatory reasons, or to reflect updates or changes to the services or functionality of the Warrantydirect.co.za portal, by publishing the varied Terms of Use on the Warrantydirect.co.za portal.
Warranty Direct will indicate on the Warrantydirect.co.za site that these terms of use have changed, however, Warrantydirect.co.za is under no obligation to specifically contact or notify you of any variation to these Terms of Use. You accept that by doing this, Warrantydirect.co.za has provided you with sufficient notice of the variation. By your use of the Warrantydirect.co.za site after any variation, you are taken to have accepted the new Terms of Use.
General
We only offer and provide products within South Africa. The law applicable to the Warrantydirect.co.za site and to disputes arising out of the Warrantydirect.co.za site is the law of the Republic of South Africa. Should any clause or part thereof of these Terms of Use be found to be void, unenforceable, or invalid, then it is severed from this agreement, leaving the remainder in full force and effect, provided that the severance has not altered the basic nature of this agreement.
Linking to Warrantydirect.co.za
Linking to the Warrantydirect.co.za site is only permitted when authorised in writing by Warrantydirect.co.za. Please contact Warrantydirect.co.za if you would like to link to any part of the Warrantydirect.co.za portal.
Grant of Licence
Warranty Direct grants you the right to use the software accessed by this portal. For the purposes of providing you with Warranty Direct products and services. You may not sell, license or distribute this software. A licence fee is included in the premium Warrantydirect.co.za charges, entitling you to use the software for the period of your policy.