Frequently asked questions
A little clarity goes a long way.
Practical help with choosing cover, making payments and using your account.
Choosing and applying
Where can I compare the different policies?
Our policy pages show the available plans, premiums and listed benefits. You can also use the premium calculator to estimate a monthly total with extended family and optional benefits.
Can I apply without creating an account?
Yes. You can apply online without an account or document uploads at submission. The team reviews your application before a policy is issued; submitting an application does not activate cover.
Which family members can I include?
Review the family and extended-family details for your chosen plan. Age limits, relationships and the treatment of adult children depend on the applicable policy terms. If you are unsure how a family member fits, ask our team before applying.
What waiting periods and cash benefits apply?
Use your issued policy schedule and the applicable policy terms to confirm waiting periods and benefit conditions. Do not assume that a waiting period or cash benefit applies equally to every plan or family member. Our team can help you check your specific policy.
Making a payment
What is my Pay@ reference?
It is 11775 immediately followed by your policy number, with no spaces, dashes or other symbols. Find a worked example and payment steps in our Pay@ guide.
Where can I pay my premium?
You can use Pay@ online at payat.io (opens a new tab), through a supported banking app where your reference is accepted, or at a participating retailer. Visit How to pay for the bank and retailer lists, your payment reference and payment steps.
Can I pay automatically each month?
Yes. Contact our team to set up recurring monthly payments for your premium. We’ll guide you through the setup and confirm your payment date.
When should I pay, and what if a payment is missing?
Check the payment arrangement and due date for your policy in your account, or ask our team to confirm. Keep your receipt or online confirmation. If a payment is missing, contact us so the team can help trace it.
Your policy and account
Where can I see my policy and documents?
Sign in to your account to view your policy, payment information and available documents. If you cannot find your policy or access your account, contact our team.
How do I request a change to my policy?
Use the service requests in your account for help with your plan, members, beneficiaries, contact details or payment arrangements. Requests that require review are handled by the team.
How do I start or follow up on a claim?
Sign in to the claims section to submit or view a claim. For assistance with the process or funeral arrangements, contact Ubuntu Batho.