A Consultant from the Call Centre shall contact the Member to confirm the nature of the request.

The Call Centre shall notify the Flying Squad and provide information available to the Agent about the whereabouts and identity of the Member under threat. The Call Centre shall then coordinate with the individual and the Flying Squad to ensure that the case has been followed up and the Member has been assisted.

We will also assist you when you need to change a lock, or have a car being repaired and need a rental, or are renovating your home and need a security guard. We offer service that ensures you, your family or home are taken care in the most efficient way possible.

The offer is (All offers are limited to 1 incident per annum):

Locksmith Service
One of the most common household frustrations is locks and their replacement. We know what an inconvenience this can be, so with just one call to us, you'll have a Locksmith at your home in no time. The Locksmith service includes repairs to locks, up to the value of R500.00.

Rental Vehicle
As a member of Security 1st Panic, we'll give you peace of mind by taking care in providing you with a rental vehicle, so you don't have to worry about getting from A to B, when you need it most. A group B rental vehicle will be allocated to you for up to 48 hours to the maximum value of R1250.00.

Security guard
Should you be in a situation where you feel you need a security guard we will provide one to protect your home for up to 48 hrs.

Illness refers to a bodily illness, sickness or disease. Injury refers to an injury caused by accidental (unintentional or unplanned), violent, external and visible means.

Emergency Medical Advice and Assistance: Telephonic guidance and advice with a medical crisis Emergency Medical Transport & Response: Evacuation from the scene of the medical supervision. Depending on the nature of the medical emergency and various other considerations such as the patient’s state and fitness to travel, distance to be covered and availability of the appropriate means of transportation by a fleet of vehicles e.g. ambulance from the public and private medical services is arranged. The patient is taken to the nearest most appropriate medical facility.

Trauma & Crisis Assistance: Telephonic counseling & referral to crisis centers.
Medical Facilities & Practitioners Referral: The member has access to a national database of medical doctors, medical facilities, pharmacies etc. Via telephonic referral.
In-Hospital Medical Monitoring: In the event of emergency medical treatment and hospitalization outside the member’s town of permanent residence, the helpline monitors the patient’s condition and takes care of messaging to relatives or next of kin on a regular basis until the patient is discharged from the medical facility.

Compassionate Visits: Arrangements in terms of compassionate visits are made and cost paid for in the event of emergency medical treatment and hospitalization which takes place outside the customer’s town of permanent residence, exceeding five (5) consecutive days. Appropriate arrangements are made at the discretion of the helpline.

Escorted Return of Minors: Arrangements in terms of escorted return transport are made and cost paid for in the event of emergency medical treatment and hospitalization which results in minor children begin left stranded.

The information is protected under strict security systems and personal details are only available on a need to know basis for Emergency Services to respond accordingly.

The information available shall include, but not limited to:
• Allergies
• Medical Conditions or Special Precautions
• Current Medication
• Chronic Conditions from which you suffer e.g. Diabetics, Asthma.
• Any other relevant notes regarding your medical health

In order to update or change information on the medical database members need to:
• Select Assist Services > Medical Database
• Fill in all relevant details

Terms & Conditions
• This service is only available to members who have filled in their details.
• It is the onus of the member to update their medical information and that of their beneficiaries.
• The information passed onto the medical personnel is taken directly from the medical database.
• Medical database information is linked to the members membership or mobile number.

Emergency assistance involves a call-back to the Member to establish the nature of the trigger such as being stranded in an unfamiliar location requiring directions, burglary, unexpected medical emergency, etc. Once the request is confirmed telephonically or via SMS, the relevant assistance is arranged and the standard operating procedure in terms of regular follow-ups are undertaken until the case is closed. Assistance includes message relay and conference calls with the relevant service provider such as the flying squad, towing contractor or relatives. Members are able to utilise this service via telephonic assistance, mobile app or ussd, where applicable.

The following options will be made available to member when using the service:
1. Medical Emergency
2. Medical Advice
3. Please Call Me
4. SAPS Flying Squad
5. Fire Brigade

How to utilise the service:

Step 1: Simply use the emergency assist line, or mobile app, or dial the USSD short code *120*2416#
Step 2: Members will select the option which they require assistance with.
Step 3: Call Centre Agent will contact the member to assist them with their emergency.

Terms and Conditions Apply.

Panic Button is a facility available for the exclusive use of the member. The member acknowledges that they are bound by the following terms and conditions.
• The Member acknowledges that this Service is only valid within the Republic of South Africa.
• The member acknowledges and accepts that availability, quality and coverage of the Service may be limited from time to time
• A member whose subscription is not fully paid or is in arrears shall not be entitled to make use of these facilities nor is there any obligation on any of it nominated Supplier to provide its service to such member.
• On the basis of information supplied we assess the nature of the emergency in order to determine the appropriate response.
• In the event that we should fail to, or be unable to determine the true nature of the assistance for any reason, but nevertheless responds, the member shall be liable for any unnecessary expenditure thereby incurred.
• In certain instances relating to criminal activity including theft, burglary, hijacking, kidnapping or violent crimes, we reserves the right to utilise Public Emergency Service, to attend to the emergency as it determines appropriate.
• The member irrevocably indemnifies us, our Successors, Suppliers and Assigns for any loss or damage that it may incur, including serious or fatal injury, from the use of the Panic Button facility. The member undertakes irrevocably to give effect to this indemnity when signing up for the service.
• Nothing herein contained shall restrict the member from independently utilizing another means of Emergency Services as an available option.
• We will not take any responsibility regarding the delay of the Government Service Provider.