COVID-19
FAQ’s
General

I would like to know more about my product/products. Who can I contact?

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If you need additional information on any TFGinsure product, please contact our customer services on 0860 834 834.

Operating hours:

Monday – Saturday: 08h30 to 21h00

Sunday: 09h00 to 19h00

Public Holidays: 09h00 to 17h00

I received a nominated beneficiary form in the post. What is this and what must I do with it?

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The nominated beneficiary form allows you to choose the person who you want to receive the death or funeral benefit pay-out under the product which you have taken up, if you die (for products that include a death or funeral benefit). Please complete the form and hand it in at any TFG store or email it to:

Account Benefits: accountbenefits@tfg.co.za

TFG Critical Care / TFG Critical Care Family: TFGCritCare@tfg.co.za

Funeral Plan / TFG Funeral Value and TFG Funeral Value Plus: FuneralPlan@tfg.co.za

LifeNet and LifeNet Platinum: lifenet@tfg.co.za

TFG Accident Plan: accidentplan@tfg.co.za

TFG Cancer Cover: cancercover@tfg.co.za

TFG Domesti-Care: DomestiCare@tfg.co.za

TFG CancerCare and TFG CancerCare Platinum: TFGCancerCare@tfg.co.za

Where can I direct complaints?

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Please read the Complaints Management Framework at the bottom of this page for information on how to submit a complaint and what process will be followed once we receive a complaint.

How many beneficiaries can I nominate?

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You can nominate one beneficiary per product, if that product includes a death or funeral benefit.

How do I submit a claim?

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Please read your insurance product terms and conditions/membership guide for the specific requirements regarding submitting a claim under the product(s) you have chosen to take up.

I submitted a claim, but I have not heard anything yet. Who must I contact?

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You can contact the Insurance Claims Department on 0860 000 388, or at claimsadmin@tfg.co.za.

For TFG Device Insurance, TFG TechProtect and TFG ScreenProtect, you will be informed when you make a claim whether Monitor Administrators (Pty) Ltd or Finrite Administrators (Pty) Ltd will be attending to your claim. Finrite can be contacted at foschinigroup@finrite.co.za or 0861 663 266, and Monitor can be contacted at 031 812 2033 or tfgclaims@monitor.co.za.   

For TFG Dental Plan and TFG Dental Plan Family you may contact Denis Insurance Administrators (Pty) Ltd at tfg@denisinsure.com.

For TFG Legal Plan Silver, Gold or Platinum you may contact LIPCO Group (Pty) Ltd on 0861 153 4367.

How do I take up additional products?

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TFG Account holders can request a call on this page by selecting the product of interest, completing their personal information and clicking ‘submit’, or by contacting our customer services on 0860 834 834.

What happens if my premium/amount/payment is billed to my TFG account and I don’t pay my installment?

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If you have not paid the amount required by us on your TFG Account for two consecutive months, your product and its cover will be suspended (this means that you will not have cover under the suspended product and you will not be billed the amount for the suspended product) until the required payment is made. You can contact our customer services on 0860 834 834 if you would like to know what this amount is.

Can I cancel my product?

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Yes, you can cancel your product by giving us notice as required in terms of the product you are cancelling. You can do this by:

1. contacting our Customer Services on 0860 834 834; or

2. visiting any TFG store and requesting that your product be cancelled; or

3. sending an email to the following product-specific email address:

Account Benefits: accountbenefits@tfg.co.za

Account Balance Protection/Big Buy Account Balance Protection: ABP@tfg.co.za

TFG Accident Plan: Accidentplan@tfg.co.za

TFG Legal Plan: TFGLegalPlan@tfg.co.za

TFG Dental Plan/TFG Dental Plan Family: DentalPlan@tfg.co.za

TFG Critical Care/TFG Critical Care Family: TFGCritCare@tfg.co.za

Funeral Plan/TFG Funeral Value and TFG Funeral Value Plus: FuneralPlan@tfg.co.za

LifeNet and LifeNet Platinum: lifenet@tfg.co.za

TFG Cancer Cover: cancercover@tfg.co.za

TFG Domesti-Care: DomestiCare@tfg.co.za

TFG CancerCare and TFG CancerCare Platinum: TFGCancerCare@tfg.co.za

TFG Device Insurance/TFG ScreenProtect/TFG TechProtect: tfgdeviceinsurance@tfg.co.za

TFG Handbag Insurance: HandbagInsurance@tfg.co.za

Jewellery Insurance: JewelleryInsurance@tfg.co.za

Critical Illness: CriticalillCover@tfg.co.za

Is my personal information safe?

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Protecting your personal information is a priority for TFG. Please check your policy and disclosure notice for details on how and when we can use your personal information. Please also read the Privacy Statement at the bottom of this page.

If my TFG Account is settled (zero balance), will my TFGinsure products continue to bill to my TFG Account and will I have cover?

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Yes, with the exception of Club taken up before 1 August 2014 (subject to that product’s terms and conditions), Account Balance Protection and Big Buy Account Balance Protection, your TFGinsure product will continue to bill to your TFG Account until the product is cancelled or your TFG Account is terminated, even if you have a zero balance or a positive balance, and you will have cover. TFGinsure products that have been suspended as per the product terms and conditions will not be billed, and there will be no cover on a suspended product.