Frequently Asked Questions

General Questions
When can I pay my premiums?
You must pay your premium in advance but you have a 15 day period of grace. If we do not receive your premium by the due date we will re-submit our payment request 15 days later. If the outstanding premium is not received when we re-submit then your policy will be cancelled at midnight on the last day of the period of insurance that you did pay us for.

If you have a claim in the period before we re-submit then you will have to pay us the outstanding premium before we can process your claim.

If you cancel your payment to us then your policy will be cancelled at midnight on the last day of the period that you did pay us for.

What happens if I want to cancel my policy?
You can cancel this policy or any section of it by giving us notice in writing or by canceling it online. If we wish to cancel your policy or any section of it, we must give you 30 days’ notice in writing.
Now that I’m insured do I have to take extra care of my possessions?
You must take all reasonable steps and precautions to prevent accidents, theft or damage. If you do not comply with the conditions of the policy, we may reject your claim.
What is Insurable Interest?
At the time of an event that results in a claim you must be able to prove ownership, or possession in terms of a credit agreement, or a hire purchase agreement, of the item that you are claiming for, or you must be able to prove that you have suffered a financial loss as a result of the event, for us to pay your claim. You must also be able to prove the value of the item claimed for or we will not pay your claim.
What is a First amount payable? (Excess)
The first amount payable or excess is the uninsured portion of a loss and the amount you have to pay should a claim occur, regardless of whether you are at fault or not. In the event of a motor claim should a third party be at fault we will attempt to recover your excess on your behalf, even though we are not legally bound to do so. Recovery could take anything from 3 months to 3 years, so please bear this in mind when we start the legal process.
What excesses apply?
The first amounts payable (excess) is shown on both your quote and your policy declaration per section
Are there options to take higher premiums to decrease excess?
No
Will I have a review of my policy at any stage?
Yes, your policy will be reviewed every 12 months from the date that the policy started.
Personal Insurance Types
What is Household Contents insurance?
This covers the contents of your house including your fixtures and fittings that you are responsible for.
What is Buildings insurance?
This covers the building that is your private home against damage. The building must be owned by you and used as your private residence.
What is Personal All Risk insurance?
This type of insurance allows you to specify particular personal items (like laptops or jewellery) that you want to insure against damage, loss or theft when they are not in your home. Cover under this section is worldwide.
What is Personal Liability insurance?
This covers you for claims made against you if you have damaged someone’s property or injured someone who is not part of your household. You have to be found legally liable in a court of law in the Republic of South Africa.
What is Personal Motor Insurance?
This section is where you can insure motor vehicles that belong to you and that are listed on your declaration. You also have cover if you are legally liable for damage caused by the motor vehicle.
What is Personal Accident insurance?
This type of cover gives benefits to the people named in your policy if they are accidentally injured, become disabled or die as a result of an accident.
Business Insurance Types
What is Business Contents insurance?
This covers the physical items and assets (contents) that your business owns. We also offer extended cover, allowing you the option at an additional premium to insure for Theft, Accidental Damage, Money, Fidelity Guarantee and Glass cover, all under this section.
What is Loss of Profits insurance?
Loss of Profits insurance gives you cover if your revenue or profit drops as a direct result of a claim.
What is Business Buildings insurance?
This insurance covers the buildings at your business premises against damage. The building must be owned by you, by your business, or by another company of which you are a shareholder, and it must be the building from which you operate your business.
What is Business All Risks insurance?

This gives cover for theft or damage to specific business assets that you specify. Cover under this section is worldwide.

What is Business Liability insurance?

This covers your business in the event of damage being caused to property that doesn’t belong to your business. It also covers you for injury or damage to other people who are not employed by you, that happens during the course of doing business.

What is Business Motor Insurance?

This section is where you can insure motor vehicles that belong to you or your business and that are listed on your declaration. You also have cover if you are legally liable for damage caused by the motor vehicle. We also have the option to extend cover at an additional premium to include Goods in Transit (goods sold or bought by your business while being transported).

What is Employee Group Accident insurance?

This cover gives benefits to the people named in the policy, or to your employees named in the policy if they are accidentally injured, disabled or die as a result of an accident.

Online Quoting Tool
Can I get insurance cover right here without having to wait for someone to call me?
Yes, you can. Our online quoting tool will guide you through the entire process from creating your account to getting a quote right up to confirming your insurance cover. You can do this all instantly online.
How long will it take?
Once you create an account, the entire process should take no longer than 15 minutes. Just remember to have all your important information on hand to help you through the process.
I’m stuck and not sure what to do next – can you help?
If you need any assistance with the quoting tool, please click the *need help* button on the screen or email us at support@infinitionline.com. Alternatively, you are welcome to call us on 011 069 0100 during office hours and we’ll assist you.
I’ve started the process, but I don’t have time to finish it right now – what must I do?
The system will save all the information you have submitted so far, and you can resume the process from where you left off. We will keep your registration details for a period of 6 months, however your quote will only be valid for a period of 30 days.
I can’t complete the process because I don’t have all the documents.
The system will save all the information you have submitted so far and you are still able to purchase your cover. You have 15 days to upload all required documents onto your profile. Reminders will be sent to you.
Why do you ask for my cellphone number?
We will only use your number to send you security notifications by SMS. We undertake not to make contact with you unless you ask for our assistance.

Claiming

How do I submit a claim?
Submitting a claim is as easy as joining. In the event of a claim, you are able to alert us about the incident immediately via the  Infiniti Assist app (click here to download) where emergency assistance will be provided at the press of a button. You may also take pictures via the app for record keeping purposes which will assist you in completing your claim form online.

By simply logging in to your online profile, you will be able to select the form that is relevant to your claim and fill in the missing details. All your policy information will be pre-populated for you, saving you time!

How long do I have to report a claim?

You have 30 days in which to advise us of a claim – obviously the sooner you tell us the sooner we will be able to assist you.

What happens to my premiums after claiming?

Your premiums depend on the type, nature and frequency of claims. All policies are individually underwritten so you will not be subjected to unnecessary rate increases because other people have claimed.

Insurance Specific Questions
Personal Buildings Insurance
Can you send a valuer to help me value my building?
We’d be more than happy to send someone to assess the value of your building, however the cost of the survey will be at your expense. We also have a handy online Building Value Estimation Tool if you need help in valuing your building.
Household Contents Insurance
What kind of security measures does my home need for me to take Contents insurance?
You need to have burglar bars on all opening windows and security gates on all doors leading to the outside of your premises, or an alarm linked to armed response. The latter must always be armed when no one is at home.
Why do I need to insure my building?
It is important to remember that if you own a home you need to have buildings cover in case your home is damaged and needs repair. It is usually a condition of your home loan to have insurance. The cost of this cover is inexpensive.
What happens if I’ve undervalued my household contents?
You need to insure your contents for the total cost of replacing them as new. If you insure your contents for an amount less than the total replacement cost, then we will only pay your claim proportionately. This is the concept of Average. For example, if you insure your contents for R500 000 and the total replacement cost is R1000 000 we will only pay 50% of your claim because you have only paid us 50% of the premium that we would have charged for R1 000 000.

We do have a survey option service that you can select where we will send a valuator out to your home to list and value the contents. The cost of the survey will be at your expense.

Personal All Risks Insurance
What type of things should I consider specifying under Specified All Risk insurance?
You would usually specify items that you take out of the house like a laptop or valuable items like watches or jewellery.
Personal Liability Insurance
When should I consider taking out Personal Liability insurance?
Personal Liability cover should always be added as part of your policy. It is essential nowadays that you cover yourself against any form of liability that you may become legally liable to pay.
Personal Accident Insurance
Who can take Personal Accident insurance?
Our personal accident insurance provides benefits to those people named in the policy, such as yourself or a family member, if they are accidentally injured become disabled or die. It is not designed for people who work in high-risk careers.

Consequently, we cannot provide cover for the following:

  • Professional sportsperson
  • Member of the armed forces
  • Armed response personnel
  • Member of Police Force or Correctional Services
  • Crew of a ship or oil drilling rig
  • Professional diver
Personal Motor Insurance
Which types of motor vehicle can I insure?
You can insure the following vehicles:

Motor cars, light delivery vehicles (LDVs/bakkies), 4X4 vehicles, 2x 4 vehicles, microbuses and similar motor vehicles with agross motor vehicle mass (GMV) of 3 500kg or less designed to seat not more than 12 people including the driver, motorbikes, scooters, golf carts, quad bikes, caravans and trailers (including permanent fixtures and fittings) that are designed to be towed by a towing motor vehicle that you own, hire or lease under a financing or hire-purchase agreement.

Do I have to take different insurance cover depending on how I use my motor vehicle?
Yes there are 4 different ways you can insure your vehicle:

  • Social
  • Domestic
  • Pleasure
  • Professional purposes

Please note that we DO NOT offer cover in the following circumstances: hiring or carrying of passengers for hire or reward or carrying of fare-paying passengers; commercial travelling; driving instruction for reward; towing of any vehicle for reward; racing, speed or other contests; rallies; trials; use on a racetrack whether an organised event or not; use on airport property anywhere other than in the parking or drop-off zone; use in the underground workings of any mine; or for any purpose in connection with the motor trade, except when in for repairs, service or overhaul.

Does motor insurance pay out at retail or market value?
The policy pays out on retail value.
Business Buildings Insurance
Can you send a valuator to help me value my building?
We’d be more than happy to send someone to assess the value of your building, however the cost of the survey will be at your expense. We also have a handy online Building Value Estimation Tool if you need help in valuing your building.
Employee Group Accident Insurance
Who can I insure with this type of cover?
Cover under this section benefits people named in the policy, or to your employees named in the policy if they are accidentally injured, disabled or die as a result of an accident.
Loss of Profits Insurance
Why do I need this insurance cover?
Damage to your building or business contents may cause you to experience a drop in your revenue or profit. Cover under this section will ensure that you can continue to operate your business. You will also be covered for additional costs that you may incur that has assisted in limiting the loss of profit because it has helped you maintain the normal operation of your business.
Business Liability Insurance
What does Business Liability insurance cover?
This section will cover your business for damages that you become legally liable to pay as compensation following injury or damage.
When does this insurance pay out?
We pay out once a court of law in South Africa has found your business to be legally liable.
Business All Risks Insurance
What type of things should I consider specifying under Business All Risks insurance?
You would usually specify items that do not remain on your business premises, or valuable business assets that you or your employees take with them when they leave your premises (like laptops, tools etc).
You’re covered from the moment you click pay.
The process is really simple and you can do it whenever suits you. If the online product does not meet your needs,
one of our respected professional brokers will be able to help you.
We make insurance as transparent and simple as possible for you – from getting a quote to claiming.
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