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Buy. Insure. Digitally

Click2Sure is a fullstack digital insurance platform which enables retailers, service providers, distributors and brokers to bolt on a selection of over 20 custom developed insurance products, at the point of sale

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Frequently Asked Questions

1. GENERAL QUERIES



1.1. What or Who is Click2Sure?

Click2Sure is an online insurance broker, and the first of its kind in South Africa! We make insuring your most precious items easy, affordable and stress-free.

1.2. How is Click2Sure different from traditional insurance brokers?

Click2Sure takes away the hassle of traditional insurance methods. Say goodbye to queues, annoying hold music and mind-numbing admin, and say hello to online, efficient and simple insurance!

1.3. How do I get Click2Sure cover?

Click2Sure cover is available through our participating partners. If you have purchased an insurable item from one of our participating partners, you will be able to activate Click2Sure cover in a few clicks.

If you would like to talk to us about getting Click2Sure cover directly for one of your items, email us at hello@click2sure.co.za and we'll see what we can do to help.

1.4. How can I reach Click2Sure?

Leave us a message in the contact section at www.click2sure.co.za. Alternatively, email us at hello@click2sure.co.za and we'll get back to you asap. If you prefer to pick up the phone, you can give us a call on 021 202 9590.

1.5. Who insures my item?

This may depend on the type of insurance product you are looking to purchase. Please consult the product specific FAQs in the sections below.

1.6. How do I deal with the insurance company?

We know what a drag that can be, so we've got you covered! You can do everything you need from your Click2Sure Account in your own time.

1.7. What if I want to cancel my policy?

You may lodge a request to cancel your policy from your Click2Sure Account. Depending on the conditions of your policy, the request will be considered by the insurer and we'll confirm the outcome with you.

1.8. Can I switch to Click2Sure if I already have a policy?

If you currently have a policy of insurance, it doesn't make sense to you pay twice. We are fairly sure our policy of insurance has better cover for a lower premium but we leave you to be the judge. If our offering is better suited to your needs we would welcome you as a customer once you have canceled your current cover. If our offering is not as competitive please inform us at hello@click2sure.co.za.

1.9. If I have a bad credit score, is my premium affected?

Your credit score is not taken into account when calculating your premiums.

1.10. What if I miss a premium payment?

Please consult your insurance product specific terms and conditions. Generally, if you miss a premium payment you will not be covered for the period your payment is outstanding.

2. MY GADGET PROTECTION PLAN



2.1. What types / brands of Gadgets can be protected with a Gadget Plan?

A Gadget Protection Plan can be purchased to protect any of the following Gadgets:

  • Mobile Devices: Samsung; Apple; LG; Huawei & Xiaomi;
  • Laptop / notebooks: Apple products only;
  • Tablets: Samsung & Apple;
  • Wearable tech / fitness Devices: Apple watches only.

If you would like to insure a device which does not appear on this list, please consult the Electronic Protection Plan FAQs below. Alternatively, email us at hello@click2sure.co.za and we will see how we can help.

2.2. Can I get a Click2Sure Protection Plan for my new Gadget?

Yes, provided you have purchased your qualifying Gadget from one of our Participating Partners, you can activate a Click2Sure Protection Plan to cover the risks associated with the Gadget. You may be required to provide your invoice to show that the Gadget has recently been purchased.

2.3. Can I get a Click2Sure Protection Plan for the Gadget I already use?

Yes, but note that your device will need to be verified as being in good working order by one of our Authorised Repair Centres in order to be eligible for a Click2Sure Protection Plan. Contact us at hello@click2sure.co.za to find the Authorised Repair Centre nearest to you.

2.4. Can I get a Click2Sure Protection Plan for a Gadget I've just had repaired?

Yes, as long as your device has been verified by one of our Authorised Repair centres as being in good working condition once more, it will be eligible for a Click2Sure Protection Plan. Contact us at hello@click2sure.co.za to find the Authorised Repair Centre nearest to you.

2.5. What does a Click2Sure Protection Plan include?

If you choose the Click2Sure Basic option for your Gadget, you may claim once for:

  • Accidental damage
  • Water damage
  • Out of warranty component malfunctions

If you choose the Click2Sure Platinum option, you may claim up to three times for:

  • Theft / loss (subject to only one claim being allowed for this theft / loss)
  • Accidental damage
  • Water damage
  • Out of warranty component malfunctions

2.6.How much will I pay?

If you have been told about Click2Sure by one of our Participating Partners, follow the instructions provided to you to find out how much you will pay. It's easy. Just capture the details of your Gadget and you'll be given a quote instantly. If you are not satisfied with the quote, nothing obliges you to continue with the signup process.

If you would like to insure an item directly with Click2Sure, please email us at hello@click2sure.co.za and include the details of your Gadget. We'll see what we can do to help.

2.7. How do I pay?

You may pay your premium as a once off credit card payment or you may elect to pay your premium in 12 equal installments by allowing Click2Sure to collect a monthly debit order from your bank account.

2.8. How long am I covered for?

Our Protection Plans are for a period of 12 months.

2.9. Who insures my Gadget?

Your Gadget is insured by Guardrisk Limited, a registered Insurer and licenced FSP with FSP licence number 75.

2.10. Where can I purchase a Gadget Protection Plan?

If you have purchased (or repaired) your Gadget from one of our Participating Partners and you wish to purchase a Click2Sure Protection Plan thereon, follow the instructions provided to you.

If you have not purchased or repaired your Gadget from one of our Participating Partners but you are interested in purchasing a Click2Sure Protection Plan, please contact us at hello@click2sure.co.za. You will be directed to one of our Authorised Repair Centres to verify that your device is in good working order.

2.11. Does the opportunity to purchase a Gadget Protection Plan expire?

Yes. You must purchase the Click2Sure Protection Plan within 2 days of purchasing (or repairing) your Gadget from a Participating Partner.

If you want to purchase the Click2Sure Protection Plan after the 2 day period, contact us at hello@click2sure.co.za. You will be required to verify that the device is in good working order. This may include referring you to one of our Authorised Repair Centres to independently verify the condition of your Gadget. We will help you find the Authorised Repair Centre nearest to you.

2.12. How do I purchase a Gadget Protection Plan?

If you have purchased or repaired your Gadget from one of our Participating Partners and you wish to purchase a Click2Sure Protection Plan thereon, follow the instructions provided to you within 2 days. You will be required to provide us with a few details about yourself and your Gadget.

You'll also need to set a password for your Click2Sure Account from which you'll be able to manage your Gadget Protection Plan, lodge claims and purchase other products.

2.13. How long do I need to wait before I can claim under the Gadget Protection Plan?

There is a waiting period of 30 days before you can claim.

2.14. How do I lodge a claim under my Gadget Protection Plan?

  • Log in to your Click2Sure online account and lodge a claim within 48 hours of the incident occurring. You'll need to tell us what happened and provide any supporting documentation. Please consult your Terms and Conditions for more information.
  • If your Gadget has been damaged, you'll be given a reference number and will be directed to one of our Authorised Repair Centres where you must take your damaged Gadget within 7 days for assessment and processing. Please consult your Terms and Conditions for more information.

You will be directed to pay an excess which will be determined depending on how much it costs to fulfil your claim in accordance with the following:

Accidental Damage Claim Any claim Theft/loss Claim Any claim
Excess calculation 10% claim / minimum of R250 Excess calculation 15% claim / minimum of R500

2.15. What does the Gadget Protection Plan exclude?

You may not claim for any of the following:

  • consequential loss
  • cosmetic damage / wear and tear / scratches / any reduction in value or depreciation in any form
  • damage which existed prior to your period of Free Cover or damage caused by a pre-existing fault
  • damage which is covered under a guarantee or warranty
  • damage caused by scorching, charring, melting, burning or smoke or damage caused by vermin, insects, animals, domestic animals, damp, corrosion, decay, mildew or rust
  • damage, loss or theft arising from or contributed to by your negligence, carelessness or willful conduct or where your Gadget was unattended, unless it was locked in a compartment of sight
  • any damage to your Gadget if it is a prototype
  • theft or damage suffered while you lent or hired your Gadget to another person
  • theft by false pretenses or scams
  • any issues relating to software whatsoever including any computer virus or accidental deletion
  • any mechanical or electrical or electronic breakdowns including any failure of electronic circuitry unless we have specifically agreed to cover one of these malfunctions
  • the cost of reproducing sound, data and images on tapes, records, film or magnetic media
  • car kits and/or accessories including sim cards
  • loss or damage occasioned by confiscation, detention, commandeering or requisitioning by any lawful authority
  • nuclear events involving nuclear weapons and/or other material and substances, ionization, contamination, radiation or radioactivity , nuclear waste, fission and similar processes
  • theft or damage resulting from political or non-political riot, strike or civil commotion, public disorder, war, invasion, terrorism or public violence or which is insurable by SASRIA SOC Limited and
  • any attempt to perform any of the above acts or events

2.16. How do I cancel my Protection Plan?

You may lodge a request to cancel your Plan from your Click2Sure Account. Depending on the conditions of your policy, the request will be considered by the insurer and we'll confirm the outcome with you.

2.17. How do I complain about something in my Protection Plan?

If you have purchased a Protection Plan and you wish to submit a complaint, please lodge your complaint in writing at complaints@click2sure.co.za. We'll do everything we can to resolve the complaint.

In the event that the Insurer rejects or repudiates your claim and you don't agree with this or if you have a complaint which relates to the product itself, you may send a written notice directly to the Insurer at complaints@guardrisk.co.za.

You may request that the Insurer review a decision within 90 days of the date that you receive the decision. If you are not satisfied with the final outcome of the review, you may then contact the Ombudsman for Short-term Insurance or take legal action. To take legal action, a summons must be served on the Insurer within 180 days after the review is finalised.

3. I've been given a 30 day Free Benefit on my Gadget



3.1. What does the Free Benefit include?

Provided you activate the offer, you are have been awarded limited cover for 30 days. During this time, you will be given a R500 contribution towards the repair or replacement of your

Gadget in the event that:

  • If your screen CRACKS, or
  • If your device sustains WATER DAMAGE, or
  • If one of your OUT OF WARRANTY COMPONENTS malfunctions

3.2. Can I use the Free Benefit to repair another Gadget which has broken?

No. The Free Benefits are attached to the Gadget which you recently repaired or purchased. You can't give the Free Benefits to anyone else and you can't use the Free Benefit for a different Gadget.

3.3. How do I activate the Free Benefit?

If you've been awarded Free Benefits from one of our participating partners, you must follow the instructions provided to you. You must activate the Free Benefits within 48 hours of receiving the instructions.

You will be required to provide us with a few details about yourself and your Gadget. You'll also need to set a password for your Click2Sure Account from which you'll be able to manage your Free Benefit Documents, claim under your Free Benefits and upgrade to a Protection Plan if you wish.

3.4. How do I claim my Free Benefit?

If your screen cracks, your device sustains water damage, or one of your out of warranty components malfunctions, you may lodge a claim from your Click2Sure Account for a contribution towards its repair or, in some instances, its replacement. The claim must be lodged prior to the expiry of the Free Benefit Period.

  • Log in to your Click2Sure online account and lodge a claim within 48 hours of the incident occurring. You'll need to tell us what happened and provide any supporting documentation
  • You'll be given a reference number and will be directed to one of our authorised repair centres where you must take your damaged Gadget within 7 days.
  • In some cases, depending on the kind of Gadget and the kind of damage, we may not be able to refer you to a repair centre. In this case, you will receive a contribution towards the replacement of your device.
  • Our Authorised Repair Center will give you a quote on the repair which will also reflect the contribution from this Free Cover. If your repair costs more than R500, you will be awarded a fixed contribution of R500 towards the repair. If the repair costs less than R500, the contribution is limited to the cost of that repair
  • If you decide to proceed with the repair, you will be responsible for paying the balance of the repair costs to the Authorised Repair Center. The contribution portion will be paid directly to the Authorised Repair Center and may not be exchanged for cash. If you do not take your Gadget to our Authorised Repair Center within the 7 day period, the Free Benefit shall expire and will no longer be paid

3.5. How many times may I claim under my Free Benefit?

You may claim once.

3.6. What does the Free Benefit exclude?

You may not claim the Free Benefit for any of the following:

  • if your Gadget is lost or stolen
  • for any cosmetic damage / wear and tear / scratches on your Gadget
  • for damage which existed or occurred prior to your Free Benefit Period or damage caused by a pre-existing fault
  • for damage which is covered under a guarantee or warranty
  • for damage caused by scorching, charring, melting, burning or smoke or damage caused by vermin, insects, animals, domestic animals, damp, corrosion, decay, mildew or rust
  • for damage arising from any issues relating to software
  • for damage arising from any mechanical or electrical or electronic breakdowns including any failure of electronic circuitry unless we have specifically agreed to cover one of these malfunctions

3.7. How do I upgrade my Free Benefit to a Protection Plan?

If you've been awarded Free Benefits from one of our participating partners and you wish to upgrade, you can do so in a few ways:

  • You can upgrade immediately while you're activating your Free Benefit. The benefit of doing this is that you'll get peace of mind that your Gadget is covered up to its full value. Note that your Protection Plan will have a waiting period of 30 days before you are able to claim.
  • You can upgrade at any point during your 30 days Free Benefit period. Log into your Click2Sure Account, find your Free Benefit policy and click on the upgrade option. Note that your Protection Plan will have a waiting period of 30 days before you are able to claim but we'll reduce this by the number of days which you have had under the Free Benefit period.
  • You can upgrade on the expiry of your 30 days Free Benefit period or up to 7 days thereafter. Log into your Click2Sure Account, find your Free Policy and click on the upgrade option. Your Protection Plan won't have any waiting period to claim.

4. MY ELECTRONIC DEVICE PROTECTION PLAN



4.1. Can I get a Device Protection Plan for my new Device?

Yes. If you have purchased your Device from one of our Participating Partners, you can choose an appropriate Click2Sure Protection Plan to protect against the risks associated with that Device.

4.2. Can I get an Electronic Device Protection Plan for the Device I already use?

If your device is not new, you will not be eligible for an Electronic Device Protection Plan. You may, however, be able to purchase one of our Gadget Protection Plans which are available on used devices. In order to purchase a Gadget Protection Plan, your device will first need to be verified as being in good working order by one of our Authorised Repair Centres. Contact us at hello@click2sure.co.za to find the Authorised Repair Centre nearest to you. For more information, please consult the Gadget Product FAQs in the section above.

4.3. What does the Protection Plan include?

If you choose the Electronic Basic option for your Device, your Device is covered for:

  • Accidental damage
  • Water damage
  • Out of warranty component malfunctions

If you choose the Electronic Platinum option, your Device is covered for:

  • Theft / loss (subject to only one claim being allowed for this theft / loss)
  • Accidental damage
  • Water damage
  • Out of warranty component malfunctions

4.4. How much will I pay?

If you have been told about Click2Sure by one of our Participating Partners, follow the instructions provided to you to find out how much you will pay. It's easy. Just capture the details of your Device and you'll be given a quote instantly. If you are not satisfied with the quote, nothing obliges you to continue with the signup process.

If you have not purchased a Device from a Participating Partner but you would like to enquire about Click2Sure cover, please email us at hello@click2sure.co.za. Please include the details of your Device and we'll see what we can do to help.

4.5. Can I pay the Premium once off?

Yes. If you pay your Premium as a once off amount for 12 months cover, you will receive an Annual Protection Plan. You will receive the benefit of a discounted premium if you elect to purchase an Annual Protection Plan.

4.6. Can I pay the Premium monthly?

Yes. If you pay your Premium monthly by allowing Click2Sure to collect a debit order from your bank account each month. You will receive a Monthly Protection Plan which is in place for 12 months.

4.7. How long am I covered for?

Our Protection Plans are for a period of 12 months.

4.8. Who insures my Device?

Your Device is insured by Guardrisk Limited, a registered Insurer and licenced FSP with FSP licence number 75.

4.9. Where can I purchase a Device Protection Plan?

If you have purchased your Device from one of our Participating Partners and you wish to purchase a Click2Sure Protection Plan thereon, follow the instructions provided to you.

If you have not purchased or repaired your Device from one of our Participating Partners but you are interested in purchasing a Click2Sure Protection Plan, please contact us at hello@click2sure.co.za. Before we can insure the Device, you may be required to verify that your Device is in good working order which may involve attending one of our Authorised Repair Centres to verify the condition of your Device

4.10. Does the opportunity to purchase a Device Protection Plan expire?

Yes. You must purchase the Click2Sure Protection Plan within 7 days of purchasing (or in the case of an online purchase, 7 days of receiving) your Device.

If you want to purchase the Click2Sure Protection Plan after the 7 day period, contact us at hello@click2sure.co.za. You will be required to verify that the device is in good working order. This may include referring you to one of our Authorised Repair Centres to independently verify the condition of your Gadget. We will help you find the Authorised Repair Centre nearest to you.

4.11. How do I purchase a Device Protection Plan?

If you have purchased your Device from one of our Participating Partners and you wish to purchase a Click2Sure Protection Plan thereon, follow the instructions provided to you within 7 days. You will be required to provide us with a few details about yourself and your Device.

You'll also need to set a password for your Click2Sure Account from which you'll be able to manage your Device Protection Plan, lodge claims and purchase other products.

4.12. How long do I need to wait before I can claim under the Device Protection Plan?

There is no waiting period before you can claim.

4.13. Am I covered for the same amount I purchased the Device for?

No. Because the value of your Device depreciates with age, the Insurer's liability for the repair or replacement of that Device also reduces over time. Please consult your Terms and Conditions to find out more about the Insurer's maximum liability in the event of a claim

4.14. How do I lodge a claim under my Device Protection Plan?

  • Log in to your Click2Sure online account and lodge a claim within 48 hours of the incident occurring. You'll need to tell us what happened and provide any supporting documentation.
  • If your Device has been damaged, you'll be given a reference number and will be directed to one of our Authorised Repair Centres where you must take your damaged Device within 7 days.
  • You may be required to pay the Authorised Repair Centre for the repair in which case we will reimburse you. In other cases, we will pay the Authorised Repair Centre directly. This will be communicated to you when you lodge a claim.

Please consult your Terms and Conditions for more information on the claim process.

4.15. What excess will I be required to pay on claiming?

Your excess will be determined depending on how much it costs to fulfil your claim in accordance with the following:

Accidental Damage Claim

1st claim within 60 days start date 1st claim after 60 days start date 2nd claim within 12 month period 3rd / subsequent claim within 12 months

Excess calculation

20% claim / minimum of R600 15% claim / minimum R500 15% claim / minimum of R500 25% claim / minimum of R750

Theft / loss Claim

1st Claim 2nd Claim within 12 month period 3rd / subsequent claim within 12 month period

Excess calculation

25% of the replacement cost 50% of the replacement cost 50% of the replacement cost

4.16. What does the Device Protection Plan exclude?

You may not claim for any of the following:

  • consequential loss
  • cosmetic damage / wear and tear / scratches / any reduction in value or depreciation in any form
  • damage which existed prior to your period of Free Cover or damage caused by a pre-existing fault
  • damage which is covered under a guarantee or warranty
  • damage caused by scorching, charring, melting, burning or smoke or damage caused by vermin, insects, animals, domestic animals, damp, corrosion, decay, mildew or rust
  • damage, loss or theft arising from or contributed to by your negligence, carelessness or willful conduct or where your Device was unattended, unless it was locked in a compartment of sight
  • any damage to your Device if it is a prototype
  • theft or damage suffered while you lent or hired your Device to another person
  • theft or damage occurring outside of South Africa
  • theft by false pretenses or scams
  • any issues relating to software whatsoever including any computer virus or accidental deletion
  • any mechanical or electrical or electronic breakdowns including any failure of electronic circuitry unless we have specifically agreed to cover one of these malfunctions
  • the cost of reproducing sound, data and images on tapes, records, film or magnetic media
  • car kits and/or accessories including sim cards
  • loss or damage occasioned by confiscation, detention, commandeering or requisitioning by any lawful authority
  • nuclear events involving nuclear weapons and/or other material and substances, ionization, contamination, radiation or radioactivity , nuclear waste, fission and similar processes
  • theft or damage resulting from political or non-political riot, strike or civil commotion, public disorder, war, invasion, terrorism or public violence or which is insurable by SASRIA SOC Limited
  • any attempt to perform any of the above acts or events

4.17. What if I want to cancel my Protection Plan?

You may cancel your Protection Plan from your Click2Sure Account within 30 days of registering your Protection Plan. Provided you have had no claims, you will be entitled to a full refund of the Premium which you have paid.

If you wish to cancel your Protection Plan any time after the 30 days, you will need to give 30 days notice by lodging a request to cancel from your Click2Sure Account. Please consult your Policy Terms and Conditions for the refund policy provisions.

4.18. How do I complain about something in my Protection Plan?

If you have purchased a Protection Plan and you wish to submit a complaint, please lodge your complaint in writing at complaints@click2sure.co.za. We'll do everything we can to resolve the complaint.

In the event that the Insurer rejects or repudiates your claim and you don't agree with this or if you have a complaint which relates to the product itself, you may send a written notice directly to the Insurer at complaints@guardrisk.co.za.

You may request that the Insurer review a decision within 90 days of the date that you receive the decision. If you are not satisfied with the final outcome of the review, you may then contact the Ombudsman for Short-term Insurance or take legal action. To take legal action, a summons must be served on the Insurer within 180 days after the review is finalised.

5. I've been given 30 days Free Benefits on my Device



5.1. What does the Free Benefit include?

Provided you activate the offer, you are have been awarded limited cover for 30 days. During this time, you will be given a R500 contribution towards the repair or replacement of your Device in the event that:

  • If your screen CRACKS, or
  • If your device sustains WATER DAMAGE
  • POWER SURGE damage; or
  • If one of your OUT OF WARRANTY COMPONENTS malfunctions

5.2. Can I use the Free Benefit to repair another Device which has broken?

No. The Free Benefits are attached the Device which you recently repaired or purchased. You can't give the Free Benefits to anyone else and you can't use the Free Benefit for a different Device.

5.3. How do I activate the Free Benefit?

If you've been awarded Free Benefits from one of our participating partners, you must follow the instructions provided to you. You must activate the Free Benefits within 48 hours of receiving the instructions.

You will be required to provide us with a few details about yourself and your Device. You'll also need to set a password for your Click2Sure Account from which you'll be able to manage your Free Benefit Documents, claim under your Free Benefits and upgrade to a Protection Plan if you wish.

5.4. How do I claim my Free Benefit?

You may lodge a claim from your Click2Sure Account for a contribution towards its repair or, in some instances, its replacement. The claim must be lodged prior to the expiry of the Free Benefit Period.

  • Log in to your Click2Sure online account and lodge a claim within 48 hours of the incident occurring. You'll need to tell us what happened and provide any supporting documentation.
  • You'll be given a reference number and will be directed to one of our authorised repair centres where you must take your damaged Device within 7 days.
  • In some cases, depending on the kind of Device and the kind of damage, we may not be able to refer you to a repair centre. In this case, you will receive a contribution towards the replacement of your device.
  • Our Authorised Repair Center will give you a quote on the repair which will also reflect the contribution from this Free Cover. If your repair costs more than R500, you will be awarded a fixed contribution of R500 towards the repair. If the repair costs less than R500, the contribution is limited to the cost of that repair
  • If you decide to proceed with the repair, you will be responsible for paying the balance of the repair costs to the Authorised Repair Center. The contribution portion will be paid directly to the Authorised Repair Center and may not be exchanged for cash. If you do not take your Device to our Authorised Repair Center within the 7 day period, the Free Benefit shall expire and will no longer be paid

5.5. How many times may I claim under my Free Benefit?

You may claim once.

5.6. What does the Free Benefit exclude?

You may not claim the Free Benefit for any of the following:

  • if your Device is lost or stolen
  • for any cosmetic damage / wear and tear / scratches on your Device
  • for damage which existed or occurred prior to your Free Cover or damage caused by a pre-existing fault
  • for damage which is covered under a guarantee or warranty
  • for damage caused by scorching, charring, melting, burning or smoke or damage caused by vermin, insects, animals, domestic animals, damp, corrosion, decay, mildew or rust
  • for damage arising from any issues relating to software
  • for damage arising from any mechanical or electrical or electronic breakdowns including any failure of electronic circuitry unless we have specifically agreed to cover one of these malfunctions

5.7. How do I upgrade my Free Benefit to a Protection Plan?

If you've been awarded Free Benefits from one of our participating partners and you wish to upgrade, you can do so in a few ways:

  • You can upgrade immediately while you're activating your Free Benefit. The benefit of doing this is that you'll get peace of mind that your Device is covered up to its full value.
  • You can upgrade at any point during your 30 days Free Benefit period. Log into your Click2Sure Account, find your Free Benefit policy and click on the upgrade option.
  • You can upgrade on the expiry of your 30 days Free Benefit period or up to 7 days thereafter. Log into your Click2Sure Account, find your Free Policy and click on the upgrade option.

5.8. How do I Complain?

If you have any complaint in regard to this Free Benefit please lodge your complaint in writing at complaints@click2sure.co.za. We'll do everything we can to resolve the complaint.

6. MY EXTENDED WARRANTY AND SURGE PLAN



6.1. Can I get a Protection Plan for my new Device?

Yes. If you have purchased your Device from one of our Participating Partners, you can choose an appropriate Click2Sure Protection Plan to protect against the risks associated with that Device.

6.2. Can I get a Protection Plan for the Device I already use?

If your device is not new, you will not be eligible for a Protection Plan.

You may, however, be able to purchase one of our Gadget Protection Plans which are available on certain used devices / appliances. Please contact us at hello@click2sure.co.za to find out whether you are eligible for a Gadget Protection Plan. If so, you'll be directed to an Authorised Repair Centre to verify that your device / appliance is in good working order.

6.3. What does the Protection Plan include?

Your Device is covered from the date that the manufacturer's warranty expires on your Device for 12 months for any defects in materials or workmanship which would have been covered under that manufacturer's warranty.

You may choose to add cover for Surge Protection. If you add this cover, you will be covered from the date that you purchase this Protection Plan, for 24 months for any damage caused by a Power Surge (provided your Device was properly connected to a surge protector when the damage arose).

6.4. How much will I pay?

If you have been told about Click2Sure by one of our Participating Partners, follow the instructions provided to you to find out how much you will pay. It's easy. Just capture the details of your Device and you'll be given a quote instantly. If you are not satisfied with the quote, nothing obliges you to continue with the signup process.

If you have not purchased a Device from a Participating Partner but you would like to enquire about a Click2Sure extended warranty, please email us at hello@click2sure.co.za. Please include the details of your Device and we'll see what we can do to help.

6.5. How do I pay?

You will be required to pay your premium as a once off credit card payment.

6.6. Who insures my Device?

The extended warranty on your Device is underwritten by Guardrisk Limited, a registered Insurer and licenced FSP with FSP licence number 75.

6.7. Where can I purchase a Device Protection Plan?

If you have purchased your Device from one of our Participating Partners and you wish to purchase a Click2Sure Protection Plan thereon, follow the instructions provided to you.

You must purchase the Click2Sure Protection Plan within 7 days of purchasing your Device.

6.8. How do I purchase a Device Protection Plan?

If you have purchased your Device from one of our Participating Partners and you wish to purchase a Click2Sure Protection Plan thereon, follow the instructions provided to you. You must purchase the Click2Sure Protection Plan within 7 days of purchasing your Device. You will be required to provide us with a few details about yourself and your Device.

You'll also need to set a password for your Click2Sure Account from which you'll be able to manage your Protection Plan, lodge claims and purchase other products.

6.9. Am I covered for the same amount I purchased the Device for?

No. Because the value of your Device depreciates with age, the Insurer's liability for the repair or replacement of that Device also reduces over time. Please consult your Terms and Conditions to find out more about the Insurer's maximum liability in the event of a claim.

6.10.How do I lodge a claim under my Device Protection Plan?

  • Lodge a claim from your Click2Sure Account within 48 hours and explain the problem.
  • You'll need to provide all supporting documentation
  • You'll be directed to take your damaged Device to one of our Authorized Repair Centres
  • Depending on which Repair Centre is appropriate for your claim, you may be required to pay the Authorized Repair Centre for the repair in which case, you will be reimbursed. In other cases, we will pay the Authorized Repair Centre directly. Your obligations will be communicated to you when you lodge a claim.

6.11. What excess will I be required to pay on claiming?

You will not be required to pay an excess on claiming.

6.12. What does the Device Protection Plan exclude?

You may not claim for any of the following:

  • if you have fraudulently described or materially misrepresented anything in relation to this Protection Plan;
  • any product purchased outside of RSA
  • consequential loss
  • theft, loss or irretrievable Devices
  • damage caused by your negligence, carelessness or wilful conduct
  • cosmetic damage / wear and tear / scratches / any reduction in value or depreciation in any form
  • damage which existed prior to your Protection Period or damage caused by a pre-existing fault
  • accidental damage from handling your Device such as damage from drops, spills and liquid damage
  • damage from any cause other than normal use and operation of the Device in accordance with the manufacturer’s specifications and owner's manual, including damage from misuse, improper electrical/power supply, any weather conditions, fire, rust, corrosion, failure to properly clean or maintain, vermin animals or insects, battery leakage or act of nature
  • damage caused by any issues relating to software whatsoever including any computer virus or accidental deletion
  • any mechanical or electrical or electronic breakdowns including any failure of electronic circuitry unless we have specifically agreed to cover one of these malfunctions
  • nuclear events involving nuclear weapons and/or other material and substances, ionization, contamination, radiation or radioactivity, nuclear waste, fission and similar processes

6.13. What if I want to cancel my Protection Plan?

You may cancel your Protection Plan from your Click2Sure Account within 30 days of registering your Protection Plan. Provided you have had no claims, you will be entitled to a full refund of the Premium which you have paid.

If you wish to cancel this Protection Plan any time after the 30 days, you will need to give the Insurer 30 days notice by lodging a request to cancel this Protection Plan from your Click2Sure Account. The Insurer will evaluate your request and approve a refund as follows:

  • if you have not lodged any claims, you will receive a pro rata refund for the remaining months of your Protection Period.
  • if you have lodged any claims which have been settled, you will receive a reasonable refund, calculated as follows: if claims in excess of 50% of the Coverage Amount have been paid out, you will not be entitled to a refund of the Premium. If claims amounting to less than 50% of the Coverage Amount have been paid out, you will receive a refund equal to 50% of the pro rata Premium allocated to the remaining months on your Protection Period.

6.14. How do I complain about something in my Protection Plan?

If you have purchased a Protection Plan and you wish to submit a complaint, please lodge your complaint in writing at complaints@click2sure.co.za. We'll do everything we can to resolve the complaint.

In the event that the Insurer rejects or repudiates your claim and you don't agree with this or if you have a complaint which relates to the product itself, you may send a written notice directly to the Insurer at complaints@guardrisk.co.za.

You may request that the Insurer review a decision within 90 days of the date that you receive the decision. If you are not satisfied with the final outcome of the review, you may then contact the Ombudsman for Short-term Insurance or take legal action. To take legal action, a summons must be served on the Insurer within 180 days after the review is finalised.

How do I get Click2Sure cover?