Whose Line Is It Anyway?

It’s 10 PM on a Saturday night and you have your entire family in the car. The children are in the back sleeping and your spouse is irritated because you left your mother’s house so late. To add insult to injury, you misjudge a surprisingly large pothole. You come off second-best and need emergency assistance. Life doesn’t get any better than this!

Your next question will most likely be: “Who do I call?

Let’s first have a look at the structure of APBCO and its partners.  APBCO Brokers is an independent entity. Legacy Underwriting Managers is a separate entity and manages the underwriting for a large percentage of our clients on behalf of the insurance giants (Hollard, Santam, Old Mutual Insure etc.).

You may also have access to an emergency assistance service provider such as Customer Loyalty Assist, Global Choices Assist, SASRIA etc if you opted to take out the cover. It is important to understand which service provider to contact in a given situation.

Back to the scenario at hand:

If you contact your broker at 10pm chances are that he/she will not be available to assist you. It is advisable in this situation to contact the emergency assistance service provider you chose when you took out your policy.  This number will put you through to a call center to give you access to the assistance you need.  The number is available in the brochure you received in your welcome pack when you slotted in with the APBCO family or from your APBCO Broker. You should always have this number saved on your mobile device for easy access in emergency situations.  Your family members should have access to it as well.

Your next phone call should be to your APBCO Broker the next morning to report the accident. If your broker is not available to register your claim, you will be transferred to Legacy’s claims department. Legacy’s competent team will assist you with registering the claim and the steps that need to be followed to ensure a smooth process.

 

We make it a priority to ensure that you are always able to speak to someone competent in any given situation.  Your APBCO Broker will remain your first point of contact for advice on your policy and the cover you need.

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