Terms & Conditions
Please read these Terms and Conditions carefully before taking out a policy with Comfort Insurance. By submitting an application you confirm that you have read and understood this document in full.
1. Parties to This Agreement
These Terms and Conditions ("Terms") govern the relationship between the policyholder ("You", "Your") and Comfort Insurance ("We", "Us", "Our"), a licensed funeral cover broker operating in the Republic of South Africa.
Comfort Insurance acts as an intermediary and facilitates funeral cover products underwritten by registered South African insurers ("the Underwriter"). The policy contract is between You and the Underwriter. Comfort Insurance's role is to arrange, administer, and service the policy on your behalf.
By submitting an application — whether online, in person, or telephonically — You agree to be bound by these Terms.
2. Nature of Cover
Comfort Insurance facilitates funeral cover, which is a life insurance product designed to cover the costs associated with the death and burial of a covered member. The following applies:
- This policy pays a lump sum benefit upon the confirmed death of a covered member.
- The benefit amount is determined by the plan selected and the category of the deceased member (Principal Member, Spouse, Child, Extended Family).
- This policy does not accumulate a cash value, surrender value, or any savings or investment component.
- The policy is not transferable to another insurer and cannot be ceded or pledged as security.
3. Eligibility
3.1 Principal Member
The Principal Member must be a South African citizen or permanent resident between the ages of 18 and 65 at the time of application. The Principal Member is responsible for the payment of premiums and is the primary policyholder.
3.2 Spouse
A legally married spouse or life partner may be added to the policy. Only one spouse may be covered per policy at any time.
3.3 Children
Biological children, stepchildren, and legally adopted children of the Principal Member may be added. Children are covered from birth up to age 21. Children aged 14 to 21 who are full-time students may qualify for extended cover — confirmation of student status may be required.
Stillborn cover applies from 6 months of gestation. A medical certificate confirming gestation period will be required at the time of claim.
3.4 Extended Family
Extended family members (parents, in-laws, siblings, grandparents, and other dependants) may be added to eligible plans. Extended family cover is not available on the VIP and Executive plans. Each extended family member added may affect the monthly premium.
4. Premiums
4.1 Payment
Premiums are payable monthly in advance on the agreed debit date. The following payment methods are accepted: Debit Order, Stop Order, and Direct Deposit.
4.2 Grace Period
A grace period of 30 days applies from the due date of each premium. If a premium is not received within the grace period, the policy may lapse. Cover will not be provided for claims arising during the grace period if the outstanding premium has not been received.
4.3 Lapsing and Reinstatement
Should a policy lapse due to non-payment, reinstatement may be requested within 3 months of the lapse date. Reinstatement is subject to underwriter approval and may require the completion of a new application. A new waiting period may apply upon reinstatement.
4.4 Premium Changes
Comfort Insurance reserves the right to review and adjust premiums annually. You will be given a minimum of 31 days' written notice of any premium increase. Continued payment of premiums following notification constitutes acceptance of the revised premium.
5. Waiting Periods
The following waiting periods apply from the date the policy comes into force:
- Natural Death: A waiting period applies for death due to natural causes. No benefit will be paid for a natural death claim arising within this period.
- Accidental Death: No waiting period applies. Full cover is in effect from the policy inception date.
- Suicide: No benefit is payable for death by suicide within 24 months of policy inception or reinstatement.
- Extended Family Members: A 6-month waiting period applies from the date an extended family member is added to the policy.
- Stillborn: Stillborn cover applies from 6 months of gestation, provided the policy was in force at the time of the stillbirth and the applicable waiting period has been met.
6. Claims
6.1 How to Claim
To submit a claim, please contact Comfort Insurance as soon as reasonably possible after the death of a covered member. Claims may be submitted via our website, by email, or by contacting our office directly.
6.2 Claims Documentation
The following documentation is required for a claim to be processed:
- Completed claim form
- Certified copy of the deceased's death certificate (issued by the Department of Home Affairs)
- Certified copy of the deceased's identity document or passport
- Certified copy of the claimant's identity document
- Proof of relationship to the deceased (e.g. marriage certificate, birth certificate)
- Bank account details of the beneficiary
- Medical certificate or doctor's report (where applicable)
6.3 Claims Assessment
All claims are assessed by the Underwriter. Comfort Insurance will assist in facilitating the claims process. The Underwriter reserves the right to request additional documentation or information before a claim is approved.
6.4 Claim Payment
Approved claims will be paid to the nominated beneficiary. Where no beneficiary has been nominated, or where the nominated beneficiary has predeceased the insured, the benefit will be paid to the estate of the deceased Principal Member.
6.5 Repudiation
A claim may be rejected if:
- The death occurred during a waiting period (for natural death)
- The policy was lapsed or cancelled at the time of death
- Material information was misrepresented or withheld at the time of application
- The claim does not meet the terms of the policy
7. Beneficiary Nomination
You may nominate one beneficiary to receive the funeral benefit. The beneficiary must be 18 years of age or older at the time of nomination. You may change your nominated beneficiary at any time by submitting a written request to Comfort Insurance.
Comfort Insurance and the Underwriter accept no responsibility for any disputes arising between claimants regarding the payment of benefits. Payment to the nominated beneficiary constitutes full discharge of the Underwriter's obligation.
8. Cancellation and Cooling-Off
8.1 Cooling-Off Period
You have the right to cancel this policy within 31 days of the policy inception date (the cooling-off period) without penalty, provided that no claim has been submitted or is pending. If a premium has been paid within the cooling-off period, it will be refunded in full.
8.2 Cancellation After Cooling-Off
After the cooling-off period, you may cancel this policy at any time by providing written notice to Comfort Insurance. Cancellation will take effect from the end of the calendar month in which notice is received. No refund of premiums will be made for the period of cover already provided.
8.3 Cancellation by Comfort Insurance
Comfort Insurance or the Underwriter reserves the right to cancel this policy under the following circumstances:
- Non-payment of premiums beyond the grace period
- Discovery of material misrepresentation or fraud in the application
- Regulatory or legal requirements
A minimum of 31 days' written notice will be provided in the event of cancellation by Comfort Insurance, except in cases of fraud.
9. Personal Information & POPIA
Comfort Insurance is committed to protecting your personal information in accordance with the Protection of Personal Information Act 4 of 2013 (POPIA) and all applicable data protection legislation.
9.1 Information We Collect
We collect personal information including but not limited to your full name, identity number, date of birth, contact details, banking details, and information relating to covered members. This information is required to assess your application, issue your policy, and process claims.
9.2 How We Use Your Information
- To assess and process your insurance application
- To administer and service your policy
- To process claims submitted under your policy
- To communicate with you regarding your cover, renewals, and policy updates
- To comply with legal and regulatory obligations
- To verify your identity and banking details with authorised third parties
9.3 Sharing of Information
We will not sell your personal information to third parties. We may share your information with the Underwriter, reinsurers, and service providers strictly for the purposes of administering your policy. Where required by law or regulatory authority, we may be obligated to disclose your information.
9.4 Your Rights
You have the right to access, correct, or request the deletion of your personal information held by Comfort Insurance, subject to our legal and regulatory obligations. To exercise these rights, please contact us in writing.
10. Misrepresentation and Fraud
Any misrepresentation, non-disclosure, or fraudulent act by You or any covered member, whether at the time of application or at the time of a claim, will entitle Comfort Insurance and the Underwriter to:
- Void the policy from inception
- Repudiate any claim submitted
- Recover any benefit already paid
- Take legal action where appropriate
All premiums paid may be forfeited in the event of fraud.
11. Complaints and Dispute Resolution
11.1 Internal Complaints
If you are dissatisfied with any aspect of your policy or a claims decision, please contact Comfort Insurance directly in the first instance. We are committed to resolving all complaints fairly and within a reasonable timeframe.
11.2 External Escalation
If your complaint cannot be resolved internally, you have the right to escalate the matter to the following regulatory bodies:
- FAIS Ombud — for complaints relating to financial advice or intermediary services
Website: www.faisombud.co.za - Ombudsman for Long-term Insurance — for complaints relating to the policy or claims
Website: www.ombud.co.za - Financial Sector Conduct Authority (FSCA) — for regulatory complaints
Website: www.fsca.co.za
These services are provided free of charge to policyholders.
12. Changes to These Terms
Comfort Insurance reserves the right to amend these Terms and Conditions from time to time. Any material changes will be communicated to you in writing with a minimum of 31 days' notice. The most current version of these Terms will always be available on our website at comfortinsurance.co.za/terms-conditions.
Continued use of the policy following notification of changes constitutes acceptance of the revised Terms.
13. Governing Law
These Terms and Conditions are governed by and construed in accordance with the laws of the Republic of South Africa. Any disputes arising from this agreement that cannot be resolved through the complaints process shall be subject to the jurisdiction of the South African courts.
14. Contact Us
If you have any questions about these Terms and Conditions or your policy, please contact Comfort Insurance:
- Website: comfortinsurance.co.za
- Email: support@comfortinsurance.co.za