TYPICAL QUESTIONS & ANSWERS

CrisisOnCall rendered its first service to clients on the 1st of October, 2002.

The following services are truly unique to CrisisOnCall:

IDENTIFICATION AND INFORMATION

The CrisisOnCall identification system is unique and assists in communicating essential information when it really matters. The reality is that people are often robbed of their wallets and handbags at accident scenes in South Africa, therefore our unique wristband may be your only lifeline. 

Most people store their medical aid cards in their wallets or handbags and therefore it could also be stolen or lost. The result may be that you are not taken to the most appropriate medical facility or hospital.

Medical information, such as allergies, chronic medication, medical conditions and medical aid should be updated continuously as a matter of upmost importance. With the correct information at hand, emergency services can make informed decisions, which can enhance their level of service and help to save a life.

TRIP MONITORING

Travellers and their relatives are becoming more concerned these days with areas that are risky and circumstances that are not ideal. Staff in the call centre can monitor the trip periodically with the trip monitoring service. Should a person go missing, certain actions are set into action to establish if the traveller is safe.  A nominated person can also be informed via SMS once the traveller arrived at his/her destination.  This service offers peace of mind and is the service that is most widely used.

AMBULANCE SERVICES

Contrary to most medical aid funds, we offer a variety of ambulance services to ensure that the closest and most appropriate, accredited and available service is dispatched to you as fast as possible. The speedy arrival of the ambulance service can mean the difference between life and death to a patient. TIME = LIFE. Holistic management is done by the call centre to ensure that the pasiënt is transported to the most appropriate hospital.

NATIONAL EMERGENCY NUMBER

Currently no national emergency crisis number exists in South Africa and the cell phone number (112) is very limited.  With CrisisOnCall one call does it all. By phoning the CrisisOnCall emergency number, members can quickly be assisted with the necessary help and support in the midst of a crisis and unfamiliar surroundings. No other organization can handle your crises like CrisisOnCall, we were established to do just that.

CrisisOnCall's call centre is managed by Customer Loyalty Consultants. All call centre professionals such as the lawyers, nurses, EMS dispatchers, etc. have many years of practical experience behind them, and are constantly updating their skills.  All the case managers in the assistance service departments are also well equipped to manage any emergency or crisis. Medical and legal personnel comply with the national regulations and are registered with the necessary authorities. (I.e. paramedics are registered with the Health Professional Council of South Africa.)

No - 0800 numbers can only be accessed free from a Telkom line.  This is an arrangement made by cellphone networks and not by CrisisOnCall.  However, one can call CrisisOnCall from a cell phone and ask to be called back.

CrisisOnCall has an application that can be used to send a notification to the call centre to call the member back. The applications also has a panick button that can be used in case of an emergency.

The application can be downloaded from the Appstore or the Google Playstore as follows:

HOW TO DOWNLOAD THE APP FOR ANDROID AND iOS DEVICES:

1.       Using the App Store: 

You can simply open your Play Store for Android OR you can open your App Store for Apple Devices and search "Help 247" and click on "Install".

2.       Using the Bitly Links: 

Open up your preferred internet browser and key in the following URL http://bit.ly/help247 _Android for Android Devices OR 

http ://bit.ly/help24 7 _iOS for Apple Devices and and click on "Install".

HOW TO REGISTER WITH THE HELP 247 APP

•                     Open the Help 247 Application once downloaded.

•                     Select "Create a new account?" on the login screen.

•                     Enter your Name, Surname, ID Number and CrisisOnCall Policy Number then press the submit button.

•                     On the following screen enter your Email Address, Cell Number, Username and Password then press the submit button.

•                     You are now registered! Please log in with your chosen username and password.

•                     Should you encounter any difficulties please contact the CrisisOnCall contact centre on 0800 101 911.  

No single ambulance service, no matter how big, will be able to provide an ambulance 24/7 / 365 days a year. Demand for an ambulance is unpredictable. At one moment a whole fleet of ambulances can be available from a specific service provider, and the next moment they can all be busy.

The longer it takes for paramedics to reach a seriously injured or ill patient the greater the chance for a negative outcome. (TIME = LIFE)

CrisisOnCall will therefore always make use of the nearest accredited ambulance service provider to save time and ensure that help arrives in the shortest possible time.

There is no single ambulance service in South Africa that are able to cover the entire territory of South Africa.

Unfortunately some service providers do not adhere to the minimum standards. CrisisOnCall do not want to take the risk of dispatching these services to a patient.

No - CrisisOnCall would like to send the nearest service provider to the patient. The client should not phone the nearest ambulance service as this may delay the medical service, especially if medical advice may be necessary.  It is very important to always phone the CrisisOnCall emergency number and choose option 9 for an ambulance.

If a client phones an ambulance directly, CrisisOnCall may refuse to pay the ambulance bill.

In case of an accident this rule does not apply. The ambulance service on scene will obtain authorisation from the call centre after they transported the patient.

CrisisOnCall will pay the ambulance costs if:

1. The client’s membership payment is up to date.
2. The ambulance was dispatched by the CrisisOnCall call centre.
3. Injuries sustained as a result of an accident. (Transportation form the accident scene)
4. In case of a life threatening medical emergency.

1. The CrisisOnCall number was not phoned for an ambulance (Excluding accidents)
2. CrisisOnCall did not dispatch an ambulance (Excluding accidents)
3. The patient refuses transportation to a hospital. (The client will be responsible for a call-out fee)
4. The client’s membership fee is not paid up to date.

Paramedics could obtain lifesaving medical information from CrisisOnCall by phoning the emergency number and by quoting the unique number at the back of the wristband. This could insure that patients with a medical aid are transported to a private hospital. It will also insure that medical information is obtained by paramedics to support them in making lifesaving decisions.

This wristband can become a life saver.

No – The CrisisOnCall wristband is classified as a medical wristband and legally nobody could be stopped to wear the CrisisOnCall arm band.

Yes - CrisisOnCall informs ambulance services, SA Police, Fire Brigade and tow-in services on a regular basis about the CrisisOnCall services with specific referral to the CrisisOnCall identification items.  Paramedics are also informed about CrisisOnCall and its identification system during training.  CrisisOnCall also provide paramedics with useful information and equipment to assist with identification.

Although CrisisOnCall supply frequent information to paramedics on the use of the CrisisOnCall wristband, CrisisOnCall cannot be held liable should the medical staff ignore the wristband or do not know about the use of the arm band.

No – Some people are under the impression that their medical aid already provides the same advantages that is provided by CrisisOnCall.  This way of thinking is definitely not correct. By law, the medical aid may only provide benefits that are directly linked with medical aspects.  A Crisis line that offers non-medical support, trip monitoring, legal advice, roadside assistance, etc. may therefore not be provided to members by the medical aids.

The irony is that people spend thousands of Rands per month on a medical aid or hospital plan, with the assumption that they and their family will have access to a private medical facility when necessary. The big problem that arises is when membership cannot be proven timeously. The following extracts from the media provides a better perspective on the reality.

CARTE Blanche - “Your card or your life” (9 November 2003)

In this program the following was found: “What happens if you require medical treatment? Can your medical aid speak for you when you cannot? Carte Blanche discovers that in some cases the absence of a medical aid card or information may mean that you forfeit your life”

The CrisisOnCall identification items will bridge the gap between the incident and the medical aid.

No - The sticker is ineffective, since it does not contain medical information, such as the member number or any other information.

In light of the above, it seems that a medical aid card and a sticker in serious cases is not enough.  CrisisOnCall regularly receives calls from people that want to join immediately, because they or their family went through serious trauma due to information that was not available on time.

Stickers with a QR-code is also not very effective as it is only bound to a vehicle and paramedics do not always have the time to wait for information.

No – A crash detector will only inform a call centre of a possible accident.  The CrisisOnCall benefits walks side by side with the crash detector as it covers the person and not the vehicle.  With the CrisisOnCall arm band information is linked to a specific patient.  The CrisisOnCall identification supply information regardless of the means of the incident.

This method is not very effective.  During a study which was made by the advisory body concerning effective identification methods, the following negative points were raised regarding the use of the number plate:

1. The owner of the vehicle is not necessarily the driver of the vehicle or one of the occupants.
2. The connection to the owner of the vehicle’s information and the rest of the occupants is very difficult because it cannot be established with any certainty that the occupants are part of the direct family of the registered owner.
3. Many vehicles are registered in the name of a trust or company and do not belong to an individual.
4. People frequently travel with others in a vehicle. Their information cannot possibly be linked to the owner of the vehicle.
5. In collisions the occupants of a vehicle are frequently thrown out of a vehicle and cannot always be linked to a specific vehicle.
6. In collisions number plates can easily become detached from the vehicle.
7. Many incidents which require information do not happen inside a vehicle.
8. The effectiveness of information from the vehicle registration plate is very low.

During an accident which occurred in the early hours on the M1 on 30 June 2008 various people were thrown all over the road.  Nick Dollman of Netcare911 said the following: "It's just an educated guess as to who was in which car …” This is a good example of how the number plate would have been of no help.

No - CrisisOnCall is available to everyone residing in South Africa irrespective of medical aid or insurance status.

No - Cell phones cannot always be linked to a specific person and the risk remains that it can be stolen at a trauma scene.  The impact of the accident can also cause the cellphone to break.

Some cell phones ask for a pin code or fingerprint scan before it can be used.

In all life threatening medical emergencies, a member will be transported by road or air to the most appropriate, nearest and available hospital that can effectively manage that particular condition.

According to the protocol of paramedics, as set by the Health Professional Council of South Africa (HPCSA), a patient must be taken to the nearest most appropriate medical facility.

CrisisOnCall, through Customer Loyalty Consultants who manage the call centre, will make a prompt decision if a patient should be transported by air.  The paramedic on scene will inform the medical staff at the call centre of the specific situation.  A decision based on standard protocol will be taken in a very short period of time.

The trip monitoring service is the most popular service.  Clients use this benefit when they travel long distances to assure that someone knows more or less where they are, should the unforeseen happen.  This benefit also offers peace of mind to the traveller and next of kin. The member has the option of nominating next of kin to receive an SMS to confirm that they have completed their trip safely.

No – road side assistance can be arranged for any vehicle. If the vehicle is not registered for roadside assistance the account will be for the client to settle.

Vehicles that are registered for roadside assistance will be covered within the terms of the service for mechanical and electrical breakdown.

Yes - The vehicle need to be registered to be covered for roadside assistance.

Yes – Provided that the vehicle is registered for the service, roadside assistance will be available on the vehicle irrespective of who the driver is.

No - Vehicles could be removed from roadside assistance at any time but cannot be added for a short period of time.

CrisisOnCall need to manage the risk of covering vehicles for Roadside Assistance.  Vehicles cannot be covered only when travelling long distances just the same as the short term insurance companies that will not allow you to take out insurance on your assets only when going on holiday. This will have a negative effect on everyone’s premiums.

Members qualify for the benefits when:

1. Monthly premiums are paid up to date.
2. Roadside Assist – If your vehicle is registered and paid on the system for the roadside assist benefit.
3. When you phone the CrisisOnCall emergency number (0800 101 911) for services.

The CrisisOnCall newsletter is an electronic newsletter.  Every paying member with a valid email address could register for the electronic newsletter.  The newsletter is available in Afrikaans and English.

No - CrisisOnCall is not a security company and does not render a reaction- or alarm monitoring service.  CrisisOnCall offers a service that supports working with your security company by providing assistance in case of an emergency or robbery.

Members may choose one of four dates in a month to have their debit order deducted. The available dates are on the 1st, 7th, 15th or the 26th of the month. Should the date fall on a Sunday, it will revert to the next day.

Internet payments are also allowed.  The monthly management of the payments will be the responsibility of the client.  All cash and Internet payments must be received before or on the fifth last workday of the month. (If a payment is not made, the member will forfeit their benefits)

Monthly payments could also be arranged by the client via a stop order arrangement with their bank. (CrisisOnCall should be supplied with a copy of the particular stop order)

Annual payments are also permitted.

Annual payments and debit orders are preferred as it reduces administration costs and reduce the chance of the client not paying in time and loose benefits due to a lack of payment.

South African law dictates that all medical and personal information must be handled in a confidential manner. This means that information may only be supplied to third party who have the right to access of this particular information.

For example, medically registered personnel are permitted access to a patient’s medical information.

The CrisisOnCall system is designed to only give access to individuals with a legal interest in the specific information.

All staff involved with client information signed a declaration of confidentiality.

The CrisisOnCall information system applies 100% with the POPI (Protection of Personal Information Act).

Information can be updated on the website (www.crisisoncall.co.za) by logging in on the information system;

or

Email new information to members@crisisoncall.co.za ;

or

Fax new information to 012 335 1881.

Remember to quote your member number or wristband number with all correspondence.

Members are responsible for complete and accurate updating of information.

The CrisisOnCall system carries lifesaving information.  If the information is not up to date it may influence medical treatment.  Vehicle information need to be accurate where roadside assistance is selected.  Roadside assistance may be rejected if the vehicle was not updated correctly on the system.

Direct family members of the main member or spouse, older than 18 years, staying at the same address as the main member, qualify to be added as extended family at an extra cost.

The main member’s spouse and children younger than 18 years, as well as students up to the age of 25, automatically form part of the family membership.

Handicapped children are seen as part of the family, regardless of their age.

Family staying at a separate address than the main member have to join separately.

Students up to the age of 25 years do not pay extra to be part of their parent’s membership even if they stay at a different address than the member.

You may stop your membership for a few months.  The stop request must be send to members@crisisoncall.co.za via email or fax to 012 335 1881.  Please note that requests must reach our administration office on before the fifth last working day of the month.

No - This will be covered by the client’s short term insurance.

ROADSIDE ASSISTANCE:

Roadside assistance is applicable when a vehicle becomes stranded due to one of the following reasons:

(a) Mechanical or electrical fault on the vehicle.

(b) No petrol.

(c) A flat wheel not caused by an accident / collision.

(d) A flat battery.

(e) Keys locked in the vehicle.

SHORT-TERM INSURANCE

Short term insurance offers support when a vehicle becomes stranded as a result of a collision/accident or structural damage as a result unexpected reasons namely:

1. Collision or accident.
2. Damage to the vehicle as a result of poor road conditions such as loose stones, sharp stones, loose sand, smooth road surface, potholes, etc.
3. Damage to the vehicle as a result of being hit by an object in or next to the road, such as loose rocks, tree stumps, big stones, rubbish on the road, trees, road signs etc.

CONFUSION

CrisisOnCall often experiences tremendous confusion with regards to whose responsibility it is to pay the account of a tow-in service. To summarize, the difference between roadside assistance and short-term insurance is defined as:

• Roadside assistance covers the tow-in of a vehicle that broke down due to due to mechanical or electrical faults. Usually it relates to an internal or vehicle related situation with minimal or no external influence.
• Short-term insurance covers the tow-in of a vehicle where damage occurred as a result of a collision, accident or circumstantial damage to the vehicle’s structure.

Membership should be cancelled with a 30 day notice to CrisisOnCall via email (admin@crisisoncall.co.za or members@crisisoncall.co.za ) or per fax to number (012 335 188). The reason for cancellation is required for quality control purposes. Membership cannot be cancelled in the first three months after becoming a member.

Your member number must be stated on the cancellation letter.

For research purposes a reason for cancellation will be appreciated.

CrisisOnCall launched a member loyalty programme which enables you to subsidise your premium.  It works as follows:  A member tells someone about CrisisOnCall.  When this person joins CrisisOnCall, you as the referring member receive a 20% subsidy on your monthly premium for as long as the new member stays active and pays his monthly fees.

This option is only available to new members that have been referred by current members of CrisisOnCall.  The current member must provide the potential member with an application form and he/she must complete their own information on the form.  Your membership number is also entered on the form.  This means that CrisisOnCall will be able to allocate the new member correctly.

Referring just five successful new members, your premium will be subsidised in full.  It is important to note that should you refer the prospective member directly to CrisisOnCall and not complete the application form, the loyalty programme will not apply.

HOW TO DOWNLOAD THE APP FOR ANDROID AND iOS DEVICES:

1.       Using the App Store: 

You can simply open your Play Store for Android OR you can open your App Store for Apple Devices and search "Help 247" and click on "Install".

2.       Using the Bitly Links: 

Open up your preferred internet browser and key in the following URL http://bit.ly/help247 _Android for Android Devices OR 

http ://bit.ly/help24 7 _iOS for Apple Devices and and click on "Install".

HOW TO REGISTER WITH THE HELP 247 APP

•                     Open the Help 247 Application once downloaded.

•                     Select "Create a new account?" on the login screen.

•                     Enter your Name, Surname, ID Number and CrisisOnCall Policy Number then press the submit button.

•                     On the following screen enter your Email Address, Cell Number, Username and Password then press the submit button.

•                     You are now registered! Please log in with your chosen username and password.

•                     Should you encounter any difficulties please contact the CrisisOnCall contact centre on 0800 101 911.