Everything we commit to, in writing
Our privacy practices, the terms of your cover, how to complain, and how to request the records we hold. If anything here is unclear, phone us and we will explain it.
How we handle your information
We collect and process personal information solely to provide funeral cover, administer policies and process claims. We do not sell your data to third parties.
- Full name, identity number, date of birth and contact details
- Banking details for premium collection and claim payouts
- Beneficiary and dependant information you provide
- Claims documentation, including death certificates and BI reports
- To issue and administer your funeral cover policy
- To collect premiums and pay valid claims
- To contact you about your policy or a claim in progress
- To meet our legal and regulatory obligations
You may access, correct or request deletion of the personal information we hold, subject to legal requirements. To exercise any of these rights, email info@onefamilyfunerals.co.za.
Protection of Personal Information Act
We process all personal information in accordance with the Protection of Personal Information Act, 4 of 2013.
We process your information on three bases: performance of a contract (your policy), compliance with a legal obligation (FAIS, the Insurance Act, POPIA), and our legitimate interest in administering cover.
We apply appropriate technical and organisational measures to protect your information against unauthorised access, loss or disclosure. Claim documents sent by WhatsApp are handled confidentially and stored securely.
To exercise your POPIA rights, or to complain about how we handle your information, email info@onefamilyfunerals.co.za. You may also lodge a complaint with the Information Regulator.
Key policy terms and conditions
These are the key terms governing your cover. The full policy wording, underwritten by Safrican, is provided when your policy starts and is available on request.
- Individual cover is available from age 18 to 84, priced by age band
- Family cover includes the main member and nominated dependants
- Society cover is available for groups of 6, 10 or 14 lives
- Death from natural causes within the first six months of the policy
- Claims where premiums were unpaid beyond the grace period
- Claims supported by fraudulent documentation
Premiums are payable monthly, with a 30-day grace period for late payment. Cover lapses if premiums remain unpaid beyond that period. Reinstatement may be possible, so contact us if it happens.
We may amend premium rates or terms with 31 days' written notice. You may cancel your policy at any time, without penalty, by contacting us.
How to resolve a complaint
If you are unhappy with our service, your policy or a claims decision, these are the steps, in order. Most complaints are settled at the first one.
Raise it with our team first, including your policy number and a clear description of the issue.
If it is not resolved within 10 business days, escalate to the compliance function at Quillium Group, the licensed FSP responsible for our operations.
If the matter is still unresolved, you may refer it to the FAIS Ombud, a free and independent dispute resolution body.
For complaints about the insurance policy itself or a claims decision, you may also approach the Ombudsman for Long-term Insurance.
How we conduct ourselves
As a juristic representative of Quillium Group, we follow the Quillium Group Code of Conduct, which governs how we deal with clients, handle conflicts of interest and meet our obligations under the FAIS Act.
- We act honestly, fairly and with due care in every dealing
- We give clear, accurate product information and never overstate your cover
- We disclose fees, commissions or conflicts that could influence our advice
- We keep your personal information confidential
- We handle complaints promptly and in good faith
We maintain a conflict of interest management policy in line with FAIS requirements. Where a conflict is identified we disclose it before proceeding, and the full policy is available on request.
Everyone who deals with clients is trained and operates within the competency requirements set by the FSCA and maintained by Quillium Group as the licensed FSP.
Promotion of Access to Information Act
Under the Promotion of Access to Information Act, 2 of 2000, we make available a manual describing the records we hold and how to request access to them.
- Policy records: application forms, policy schedules, premium payment history
- Claims records: claim forms, supporting documents, payment records
- Client records: identity documents, contact details, beneficiary information
- Correspondence relating to policies and claims
Write to our Information Officer at info@onefamilyfunerals.co.za, or by post to Unit 70K Commissioner Street, Kempton Park, 1619. Include your name, contact details, a description of the records you want and the form of access you prefer.
We respond within 30 days of receiving your request. If we refuse it, we give written reasons and explain your right to appeal or seek judicial review.
Reachable through Quillium Group at info@quillium.co.za. If you believe your rights under the Act have been infringed, the Information Regulator can be contacted at inforeg.org.za.
Something here unclear?
Phone us and we will talk it through in plain language. No obligation, and no pressure to buy anything.
Funeral cover from R31 a month, R3 000 to R30 000, for individuals, families and societies.
Kempton Park, 1619