Frequently asked questions

General

About us

The OneSpark story

OneSpark’s founders spent many years helping to lead the Research and Development at a global insurance giant, where they created some of the world’s most innovative and award-winning insurance, banking and social impact products.

However, they knew that insurance could be done better, much better, and in a way that always puts the client first. And so OneSpark was born... with a simple mission underpinning it all: “To continuously innovate for the betterment of our clients and the pursuit of a better world.”

How is OneSpark’s business model different from old, traditional insurers?

Traditional insurance companies generate profits from whatever’s left after paying claims and expenses. So, whenever they pay a claim, they actually lose money. This is why getting claims paid by traditional insurers can be tough.

But OneSpark was built differently. To avoid the conflict of interests traditional insurers have with their customers, we rather take a flat fee from the premiums we collect, pay claims in times of need and return whatever is left over after paying claims, reinsurance and expenses (the OneSpark ShareBack Benefit). This means that, unlike traditional insurance, we're not in conflict with our customers
and we're happy to pay claims fast and with no hassle.

(Note, the OneSpark ShareBack Benefit does not apply to the Funeral or Living Plan Products).

How do you get a OneSpark policy?
OneSpark policies can be taken out in minutes:
  • Online through our website. (Life Insurance)
  • Call us on 0800 168 472 (Funeral, Education, Grocery, Daily Expense & Transport Cover)
  • With a financial adviser. Please contact your financial adviser for assistance with a OneSpark policy. If you don’t have a financial adviser, we can provide one for you. (All Products)
  • What kind of products does OneSpark offer?
    OneSpark offer a range of world-first products to meet all your needs, and the needs of businesses and organizations at large:
  • Life Insurance for individuals and families
  • Funeral Cover for individuals and families
  • Education, Grocery, Daily Expense and Transport Protection for individuals and families
  • Group Life Insurance and Funeral Cover for businesses and organizations
  • We’re constantly working on new and exciting products and features. We recommend following us on Instagram or Facebook @onespark_sa to get updates about new stuff as it becomes available.
    What makes our life insurance special?
    By embedding advanced technology, powerful AI and a truly client centric approach into what we do, we’re creating an insurance experience that is smart, quick, simple and super affordable. There are tons of reasons that make our life cover special, such as:
  • Old Insurers require you to lock into a long-term static contracts whereas OneSparks' Pay-As-You-Need life insurance is a short-term, dynamic contract that automatically changes your cover every year in line with how your actual financial needs change.
  • You no longer have static cover amounts that change by a simple fixed percentage, OneSpark's technology uses advanced and intelligent algorithms to calculate the ideal amount of life cover that you need as your needs evolve to make sure you are always optimally protected.
  • As you get older your need for certain benefits, such as Life and Disability Cover, reduces. In line with smart financial planning, you can convert unneeded life cover on your Policy, with no additional underwriting, into additional Illness Cover, which can be used to help pay for healthcare costs in retirement, such as nursing.
  • Unlike traditional life insurance, we return whatever premiums are leftover after paying claims, expenses and reinsurance through our world-first ShareBack Benefit
  • No long, complicated forms or processes like old insurers, signing up and changing your cover is as simple as a tap of a button and can be done from the comfort of your home at any time.
  • What does Pay-As-You-Need Insurance mean?
    It means you only pay for the cover you need, when you need it. With traditional insurance, you’re locked into static long-term contracts, you pay for other people cancelling and for future cover in 30 years which you will probably never need. With us, you don't. At OneSpark you only pay for the cover you need today and for your risk of claiming today- not for other people cancelling their policies or for your future cover that you may never need. Additionally, as your life changes every year, by getting married, buying a house or having children, for example, your need for insurance also changes and so your cover at OneSpark evolves too. "Pay as you need insurance" refers to this smart insurance, that evolves with you and where you only pay for the cover that is needed today.
    Where is OneSpark available?
    OneSpark is currently only available in South Africa. However, if you are not from South Africa, but work in South Africa you can still take out a OneSpark product. If you want OneSpark to come to your city or country, send us a message and let us know.
    How can OneSpark be contacted?
    You can chat to us live on the website by simply clicking ‘chat’. Alternatively, you can:
  • Call us on 0800 168 472
  • Email us at info@onespark.co.za
  • Contact your OneSpark financial adviser directly
  • How do you keep my information private?
    We highly value and respect your privacy (see our Privacy Policy). We will never sell your information, or share it with anyone except for the purposes of providing our services and promoting our business.
    How is OneSpark structured?
    OneSpark is an authorised Financial Services Provider (FSP 50594). We design and sell world-first insurance products that are underwritten by Guardrisk Life Limited. Guardrisk is a licensed Life Insurer in terms of the Insurance Act and an authorised financial services provider, FSP 76. Guardrisk is a member of Momentum Metropolitan Holdings, one of South Africa’s largest and oldest insurers. In the insurance industry, this type of structure is called a cell captive arrangement and provides OneSpark with enormous advantages compared to a traditional insurance structure. One of those advantages is that you can rest assured your cover is immediately secure and in the hands of one of South Africa’s largest insurers, as Guardrisk is ultimately responsible for meeting any promises under a policy.
    What does it mean for a policy to be underwritten by Guardrisk?
    OneSpark is one of Guardrisk's preference shareholders, which means OneSpark shares in profits and losses that result from the insurance business generated by Guardrisk. In the insurance industry, this is called a cell captive arrangement. As Guardrisk's representative, OneSpark markets and sells policies such as Yours, in return for remuneration from Guardrisk. By signing up for a Guardrisk Policy through OneSpark, You agree to be bound by Guardrisk's and OneSpark's terms and conditions. You will be informed of any material changes to the information about OneSpark and Guardrisk provided above.

    Life Insurance

    Application process

    How does OneSpark’s online underwriting work?

    We’ve replaced the old underwriting process with powerful technology and Artificial Intelligence to create a quick, easy online experience that can get you a quote in seconds and covered in minutes.

    Our AI powered underwriting works by asking you a range of questions relating to your health and lifestyle choices. Unlike the old underwriting process which required you to do painful medical tests, within a couple seconds the system utilises the answers to your questions to create an accurate picture of your risk and the premium that we can charge for this risk.

    That’s why, in most cases, we don’t need to use the archaic and long-winded underwriting processes that traditional insurers still use. However, if the answers to your questions don’t provide us with enough information, we may need to send a nurse to you at a convenient time and place to complete your application.

    If you have a specific medical condition(s), do you need to disclose them to OneSpark?
    Honesty gives you the best policy! We need you to be 100% honest with us at application stage, else we won’t be able to pay out your claim. Answering untruthfully means that we aren't getting an accurate picture of your risk and are offering you cover on terms that may have differed had you answered truthfully.
    You have had medicals done elsewhere recently, can OneSpark use these?
    Yes, we may. If we require some additional tests, we will contact you about the tests. This is to ensure that the tests are consistent with what we require. Keep in mind only a limited number of people will be required to go for these tests.
    Who covers the cost of the medicals?
    OneSpark will cover the cost of the first set of medicals. Any additional tests required thereafter will need to be covered by the client.
    What should you do if your financial or lifestyle (including smoking) circumstances change?
    You should let us know if any of your lifestyle or financial circumstances change. These include salary, occupation, hazardous pursuit activities and smoking status. Your benefit and premiums may change (increase or decrease) based on the change in your lifestyle. You can let us know by contacting your financial advisor or emailing us at hello@onespark.co.za
    What if you don’t qualify for cover online?
    At OneSpark, you will always be offered cover. In some cases, we will require some additional tests before we can give you all the cover you applied for. In this event, you will still be able to take out immediate cover that protects you in the event of any accidental death or disability. You will be able to get this cover online before we have done the medical tests. Once the medical tests have been performed, a decision will be made whether you qualify for full cover or only cover related to accidental causes.
    You are receiving an error online, what should you do?
    Please email us at hello@onespark.co.za or chat to us live online, and we will help you fix this as soon as possible.
    Can I take out a single/standalone benefit?
    Yes, at OneSpark you may take out an individual benefit and are not required to take out all the proposed benefits.

    Your Life Cover

    What is Life Cover?
    Life Cover is a benefit which will pay your loved ones a sum of money in the event of your death. Life cover is there to look after and provide financial security to your dependants if you are no longer alive and able to support them. Life cover may also be used to pay off any debts that you may have outstanding.
    Why do you need Life Cover?
    Nobody likes to think about death, but life is unpredictable. If your loved ones are financially dependent on you, your death could have significant consequences on them if not planned for. Life cover pay-outs are used to replace your contribution to your household income. Therefore, it removes this risk and ensures that your family can continue to live the life that they would have lived had you not passed away. Life Cover is also needed if you have any outstanding debt.
    What is covered under the Life Cover Benefit?
    All death events are covered under this benefit.
    When does your cover start?
    Your cover starts after you have completed the application, entered your payment details and we receive your first premium.
    When does your cover end?
    Your cover ends when:
  • You pass away; or
  • When premiums are no longer paid; or
  • On the date you ask us to cancel your policy or to cancel this benefit.
  • Note while you can continue with your life cover for the rest of your life, your need for life cover may reduce as you get older. At such times you can convert your unneeded cover into additional Illness and Injury Cover.
    How does OneSpark calculate your life cover amount?
    From a financial planning perspective, your life cover amount should equate to your total expected future contribution to your household income. This amount will then enable your family members to carry on living the life that they would have lived, had you not passed away. OneSpark’s powerful algorithms use a large number of variables, such as your specific occupation, age, tax considerations, asset class mixes at each life stage, your level of debt, and a large number of other factors, to ensure that should you pass away, your family will be left in an almost identical financial position had you not passed away. This ensures that you can rest assured your family will be taken care, and any debt can be paid off, if you pass away.
    What is the maximum cover you are allowed to take?
    If you want to complete your application process online without the need for medical tests, then you are limited to R10 Million cover. If you want to take cover above this online limit, you will be required to undergo medical underwriting with respect to the cover amount selected over and above these limits. But don’t worry, we’ll send a nurse to you at a convenient time and place to complete these tests at your leisure.
    Can you select your own cover amount?
    Yes, you may select your own cover amount. This may be less than or greater than the cover amount proposed to you, but is subject to an overall maximum, as determined by OneSpark.
    What is the difference between Life Cover and Accidental Life Cover?
    Life cover will pay out on a death in all scenarios - that is if the death was caused from an accident or from a natural cause such as cancer or a heart attack. Accidental Life Cover will only be paid out when the death was caused by an accident.
    Why were you offered Accidental Life and Disability Cover? Will you ever be able to get full cover?
    If you were offered Accidental Life and Disability Cover, this is because we either:
  • do not have sufficient information to provide you with full cover based on the information you have provided with us at application stage,
  • Your level of risk, given your current lifestyle and health factors, is too high for us to be able to offer you full cover at this time.
  • However, we understand that life and circumstances are constantly changing, so we may be able to offer you full cover at a later point in time. If you believe you should qualify for full cover, please email hello@onespark.co.za and we will assist. We may also require you to go for medical tests to better ascertain your level of health. But don’t worry, we will send a nurse to you at a convenient time and place.

    Your Illness and Injury Cover

    What is Illness and Injury Cover?
    Illness and Injury Cover is a benefit which will pay you a lump sum on the occurrence of a covered illness, disease or impairment (injury). This pay-out can be used to cover expensive medical treatment, new-age medical devices or any home improvements that may be needed if you suffer a severe illness or injury. You will be paid out an amount ranging from 50% to 200% of your benefit amount, based on the severity of the claim, where the pay-out amount has been calculated to correspond with the financial impact of the illness or injury.
    Why do you need Illness and Injury Cover?
    If you are diagnosed with a severe illness or disease, or suffer a severe impairment, it is likely that your lifestyle and needs will change, and you may require expensive treatment that your medical aid does not (fully) cover. These lifestyle changes come coupled with costly outlays over and above your medical costs. These include:
  • Lifestyle adjustments,
  • Rehabilitation programmes,
  • Assistive equipment,
  • Caregivers and
  • Additional medical expenses not covered by medical aid.
  • Illness and Injury Cover can be used to cover these expenses so that you and your loved ones can focus on your recovery and make any lifestyle adjustments necessary.
    What conditions are covered under Illness and Injury Cover?
    The Illness and Injury Benefit covers a wide range of diseases and illnesses with pay-outs of up to 200% on a single claim. In fact, it covers over 100 conditions across twelve body systems. These include cancer, heart and artery, the nervous system, gastrointestinal, connective tissue diseases, urogenital tract and kidney diseases, respiratory diseases, advanced HIV, accidental HIV, musculoskeletal impairments, eye, ear, nose and throat, and intensive care conditions. For more information, you can contact one of our highly trained consultants by messaging us on the live chat function on the website for instant help, or email us at info@onespark.co.za
    What makes OneSpark’s Illness and Injury Cover special?
    There are tons of reasons that make our illness and injury cover special. Over-and-above the fact that you are no longer locked into a static, long-term contract and get back whatever premiums are leftover after paying claims, reinsurance and expenses, you also get:
  • payouts of up to 200% per claim which you can use to access advanced and lifesaving medical treatment, both locally and globally.
  • whole of life coverage across all major body systems
  • automatic coverage for multiple claims. This means that after you claim, you can continue to claim an unlimited number of times for future unrelated claims because your cover amount automatically reinstates to its full original amount after you claim.
    When assessing claims, we use market leading objective medical criteria – ensuring that you are always paid out when you need it.
  • When does your cover start?
    Your cover starts after you have completed the application, entered your payment details and we receive your first premium.
    When does your cover end?
    Your cover ends when:
  • You pass away; or
  • When premiums are no longer paid; or
  • On the date you ask us to cancel your policy or to cancel this benefit.
  • Do you need Illness and Injury cover if you have a medical aid?
    Most medical aid schemes provide comprehensive cover when it comes to in-hospital treatment of severe illnesses (being checked into a hospital). However, medical aids are not designed to cover all the additional costs that arise outside of the hospital. Additionally, a medical aid will cover your medical treatments but will not typically cover the costs of new, breakthrough or experimental technologies and medicines to ensure your best possible chance of prolonged survival. Illness and Injury Cover is used to cover the areas where your medical aid does not offer sufficient coverage. This includes technologically advanced wheelchairs, home improvements, expensive new-age medicine, robotic limbs, stem cell treatment, home nurses and international travel to get the most advanced treatment from international specialists.
    What is the maximum cover you are allowed to take?
    If you want to complete your application process online without the need for medical tests, then you are limited to R2 Million cover. If you want to take cover above this online limit, you will be required to undergo medical underwriting with respect to the cover amount selected over and above these limits. But don’t worry, we’ll send a nurse to you at a convenient time and place to complete these tests at your leisure.
    Can you select your own cover amount?
    Yes, you may select your own cover amount. This may be less than or greater than the cover amount proposed to you, but is subject to an overall maximum, as determined by OneSpark.

    Your Income Protection

    Why do you need Income Protection?
    Your income is your most valuable asset. If you were unable to work it would be difficult for you to cover your daily living expenses such as housing, clothing and food costs. The regular income payment replaces all or a part of your lost income (depending on how much you select) which means that you won't experience financial strain as a result of your disability and inability to work.
    What is Permanent Income Protection?
    Your income is your most important asset, that’s why we wanted to enable you to protect your full income if you can no longer work ever again. Our Permanent Income Protection Benefit does just this, where it pays you a regular Income should you experience an illness, disease, impairment, or injury which permanently prevents you from working in your occupation and earning an income. It pays out until retirement age (65). It pays on permanent and total disability and can pay out up to 100% of your income (depending on your cover amount selected).
    What is Temporary Income Protection?
    Your income is your most important asset, that’s why we wanted to enable you to protect your full income if you can’t work for a short while because you’re sick or injured. Our Temporary Income Protection Benefit does just this, where it pays you a regular income should you experience an illness, disease, impairment, or injury which temporarily prevents you from working in your occupation and earning an income for a short while. It will pay out until you return to work. This benefit can be taken out together with the Permanent Income Protection Benefit, ensuring you are fully protecting your income across all possible life-changing events (both for short term disability as well as longer term disabilities).
    What is Standalone Temporary Income Protection?
    The Standalone Temporary Income Protection Benefit is exactly the same benefit as the Temporary Income Protection Benefit (See “What is Temporary Income Protection?”) except that it does not need to be selected with the Permanent Income Protection Benefit. It can only be selected if you also select the Disability Cover Benefit. This is done in order to ensure that you are protected in the event of both temporary and permanent disability, regardless of whether you elect to protect your income on permanent disability through a lump sum pay-out or regular monthly pay-outs.
    What conditions are covered under the Income Protection Benefit?
    This benefit pays out if you cannot work and earn and income because of a sickness or injury, either permanently or temporarily (depending on the benefit selected). To ensure your claim is assessed fairly, we use internationally recognised objective medical definitions across all major body systems, including such things as cancer, respiratory diseases, digestive diseases, mental and behavioural disorders, endocrine diseases, haematology, advanced AIDS, cardiovascular, musculoskeletal, nervous system conditions and Activities of Daily Living criteria. The full list of claim definitions and covered conditions covered can be found in your OneSpark Policy Guide. For more information, you can also contact one of our highly trained consultants by messaging us on the live chat function on the website for instant help or emailing us at info@onespark.co.za
    What makes OneSpark’s Income Protection benefits special?

    If you suffer an illness, disease, injury or impairment and are unable to earn your income, our world-first Income Protection benefits will ensure that you receive 100% of your salary after claiming, including allowances for inflationary and promotional increases. If our world first tech powered Occupation Specific Option is selected, for example, the amount you receive in claim will increase with inflation and a factor that takes into account the promotional increases you would have received for your specific occupation. In contrast, with other income protection products at other competitors, your in-claim amount typically only increases by inflation or a fixed percentage above inflation, which could result in significant shortfalls compared to what you would have earned had you not become disabled.

    When does your cover start?
    Your cover starts after you have completed the application, entered your payment details and we receive your first premium.
    When does your cover end?
    Your cover ends when:
  • You pass away; or
  • When you reach age 65; or
  • When premiums are no longer paid; or
  • On the date you ask us to cancel your policy or to cancel this benefit.
  • What is the difference between Permanent Income Protection and Disability Cover?
    In terms of your financial needs, Disability cover and Permanent Income Protection Benefits are essentially equivalent. They are both paid out in the event that you become permanently and totally disabled and consequently, unable to work. Their purpose is to indemnify you against this loss of income in order that your financial position is unchanged from that which it would have been had you not been disabled. The difference between these products comes in the way that they are paid out.
  • Disability cover will pay out a single lump sum at the point at which permanent and total disability is established. This lump sum can be invested and then drawn down to equal your whole future income.
  • Income Protection Benefit will pay you a monthly income which grows by inflation (or in line with your actual job increases, if the World First Job Specific Increase option is selected) for the remainder of your working life, so long as you remain unable to work as a result of your injury or illness.
  • Can you take out both Permanent Income Protection and Disability Cover at the same time?
    Yes, you can. While the vast majority of people do not require both of these benefits at the same time, there will be select individuals whose financial needs require them to take out both benefits.
    How does the OneSpark algorithm determine the proposed Income Protection Benefit amount?
    From a financial planning perspective, your Income Protection Benefit amount should protect 100% of your net-of-tax income (replace your full take-home salary) should you suffer an illness, disease, injury or impairment and are unable to earn your income. That’s why our smart algorithms suggest you take out an amount equal to your net-of-tax salary to ensure you are optimally protected.
    If you claim from the Income Protection benefit, how will your income change while you are claiming?
    When you claim on OneSpark’s Income Protection product, your income will automatically increase every year to ensure that your payments increase in line with inflation. If our world first tech powered Occupation Specific Option is selected, the amount you receive in claim will increase with inflation and a factor that takes into account the promotional increases you would have received for your specific occupation at each age. Selecting this option helps to ensure that you will face no shortfalls compared to what you would have earned had you not become disabled. See “What is the difference between the inflation option and job specific increase option on Income Protection?” for more details.
    What is the difference between the Inflation option and the Job Specific Increase option on the Income Protection Benefit?
    The in-claim escalation factor is the rate that your Income Protection Benefit will increase by each year while you are claiming, at your Claim Anniversary. There are two claim escalation options, the Inflation option and the Occupational In-Claim Escalation option. While both options ensure that your income while you are claiming at least increases with inflation (CPI) every year, the World-first Job Specific Increase option additionally accounts for the promotional increases that you would have received as you gained experience and expertise. In short, the World-first Job Specific Increase option better matches the actual income you would have received had you not claimed, ensuring you are more comprehensively protected compared to traditional income protection products. For more information, you can also contact one of our highly trained consultants by messaging us on the live chat function on the website for instant help or emailing us at info@onespark.co.za
    What is the maximum cover you are allowed to take?
    If you want to complete your application process online without the need for medical tests, then you can take out up to R100 000 monthly income protection cover. If you want to take cover above this online limit, you will be required to undergo medical underwriting with respect to the cover amount selected over and above these limits. But don’t worry, we’ll send a nurse to you at a convenient time and place to complete these tests at your leisure.
    Can you select your own cover amount?
    Yes, you may select your own cover amount. This may be less than or greater than the cover amount proposed to you, but is subject to an overall maximum, as determined by OneSpark.
    What is a Permanent and Temporary Disability?
    A Permanent Disability is a medical impairment which results in someone being assessed as totally and permanently disabled.
    A Temporary Disability is a medical impairment which results in someone being assessed as temporarily partially or totally disabled.

    Your Disability Cover

    What is Disability Cover?
    Disability cover is a benefit which will pay you a single lump sum if you become permanently and unable to work. The pay-out can be used to cover your expected future lost income and all the expected future expenses that may be incurred by you and your family after you become disabled. It can also be used to pay o­ any outstanding debt so that you can sleep easy at night knowing that your loved ones are taken care of.
    Why do you need Disability Cover?
    Your income is your most valuable asset. If you were unable to work it would be difficult for you to cover your daily living expenses such as housing, clothing and food costs. The single pay-out from the disability cover is used to replace the income that you would have used to cover these expenses, and to help pay off any outstanding debt, now and in the future.
    What makes OneSpark’s Disability Cover special?
    There are tons of special features about OneSpark’s Disability Cover, such as:
  • OneSpark’s unique Disability Cover Benefit, always pays a lump sum cash pay-out of 100% of your insured amount if you become permanently disabled or are unable to earn an income and perform your occupation.
  • Unlike old disability products that simply change by a static, fixed percentage, OneSpark’s world-first Pay-As-You-Need model will calculate the optimal amount of Disability Cover that you need at every stage of life to ensure you are always optimally protected.
  • As you get older your need for Disability Cover typically reduces. In line with smart financial planning, our algorithm automatically converts unneeded cover on your Policy, with no additional underwriting, into additional Illness and Injury Cover, which can be used to help pay for healthcare costs in retirement, such as nursing.
  • When does your cover start?
    Your cover starts after you have completed the application, entered your payment details and we receive your first premium.
    When does your cover end?
    Your cover ends when:
  • You pass away; or
  • When a valid Disability Benefit claim has occurred; or
  • Once you reach age 65; or
  • When premiums are no longer paid; or
  • On the date you ask us to cancel your policy or to cancel this benefit.
  • Note that you can also continue your disability cover until age 70, instead of age 65, if you have outstanding debt at age 65.
    How does the OneSpark algorithm determine the proposed Disability Cover amount?
    From a financial planning perspective, Disability Cover is designed to cover your future earnings and help pay off any debt if you become permanently disabled. In line with this, our smart Pay-As-You-Need algorithm suggests a Disability Cover amounts equal to the total future value of your expected future income, allowing for a large number of factors, such as your specific occupation, age, income, asset class mixes, tax considerations, family composition, and a large number of other factors. This ensures that should you become permanently disabled, the cover amount we suggest will ensure that you will be left in the same financial position that you would have been in, had you not become disabled and unable to work.
    What conditions are covered under the Disability Benefit?
    This benefit pays out if you cannot work and earn and income because you are permanently disabled or unable to work. To ensure your claim is assessed fairly, we use internationally recognised objective medical definitions across all major body systems, including such things as cancer, respiratory diseases, digestive diseases, mental and behavioural disorders, endocrine diseases, haematology, advanced AIDS, cardiovascular, musculoskeletal, nervous system conditions and Activities of Daily Living criteria. The full list of claim definitions and covered conditions covered can be found in your OneSpark Policy Guide. For more information, you can also contact one of our highly trained consultants by messaging us on the live chat function on the website for instant help or emailing us at info@onespark.co.za
    What is the difference between Permanent Income Protection and Disability Cover?
    In terms of your financial needs, Disability cover and Permanent Income Protection Benefits are essentially equivalent. They are both paid out in the event that you become permanently and totally disabled and consequently, unable to work. Their purpose is to indemnify you against this loss of income in order that your financial position is unchanged from that which it would have been had you not been disabled. The difference between these products comes in the way that they are paid out.
  • Disability cover will pay out a single lump sum at the point at which permanent and total disability is established. This lump sum can be invested and then drawn down to equal your whole future income.
  • Income Protection Benefit will pay you a monthly income which grows by inflation (or in line with your actual job increases, if the World First Job Specific Increase option is selected) for the remainder of your working life, so long as you remain unable to work as a result of your injury or illness.
  • Can you take out both Permanent Income Protection and Disability Cover at the same time?
    Yes, you can. While the vast majority of people do not require both of these benefits at the same time, there will be select individuals whose financial needs require them to take out both benefits.
    What is the maximum cover you are allowed to take?
    If you want to complete your application process online without the need for medical tests, then you are limited to R10 Million Disability Cover. If you require cover above this amount, you will need to undergo some quick medical tests. Don’t worry though, we’ll send a nurse to you at a convenient time and place if this is required.
    Can you select your own cover amount?
    Yes, you may select your own cover amount. This may be less than or greater than the cover amount proposed to you, but is subject to an overall maximum, as determined by OneSpark.
    What is the difference between Disability Cover and Accidental Disability Cover?

    Disability cover will pay out on a death in all scenarios - that is if your disability was caused from an accident or from a natural cause such as cancer or a heart attack.

    Accidental Disability Cover will only be paid out when the disability was caused by an accident.

    Why were you offered Accidental Life and Disability Cover? Will you ever be able to get full cover?
    If you were offered Accidental Life and Disability Cover, this is because we either:
  • do not have sufficient information to provide you with full cover based on the information you have provided with us at application stage,
  • Your level of risk, given your current lifestyle and health factors, is too high for us to be able to offer you full cover at this time.
  • However, we understand that life and circumstances are constantly changing, so we may be able to offer you full cover at a later point in time. If you believe you should qualify for full cover, please email hello@onespark.co.za and we will assist. We may also require you to go for medical tests to better ascertain your level of health. But don’t worry, we will send a nurse to you at a convenient time and place.
    What is a Permanent and Temporary Disability?
    A Permanent Disability is a medical impairment which results in someone being assessed as totally and permanently disabled.
    A Temporary Disability is a medical impairment which results in someone being assessed as temporarily partially or totally disabled.

    Your Premium

    When do you pay your premiums?
    Premiums are payable each month in advance. Your premium will be collected on your selected payment date, which may vary if your payment date falls on a weekend or public holiday.
    Will your premium change?
    Unlike old life insurance products, your OneSpark policy is a living, dynamic policy that changes as your needs change and therefore your premium adjustments will change each year to reflect this:
  • As your cover changes each year to match your changing financial needs, your premium will change in line with this. This means that your premium may either increase or decrease depending on how your financial needs, and thus cover, adjusts.
  • Additionally, as you get older your risk of claiming increases, and therefore, the premium will increase to account for this.
  • Importantly, at OneSpark your premium is completely within your control. If you are unhappy with it, simply logon to your online profile, tap a button and adjust it to the level that you are comfortable with at any point in time.
    What happens if you miss/skip a premium?
    If you miss a premium, we will try to collect this again, together with the premium in the next month. If you miss two premiums, your cover will stop. You do, however, have the option to reinstate your cover within a couple months should you wish to do so (subject to OneSpark rules). Please contact hello@onespark.co.za for more information should you need assistance reinstating your policy.
    How are your premiums calculated?
    Every person’s premium will be different. That’s because your premium is calculated by taking into account a number of factors for your specific circumstances. This includes your age, gender, occupation, level of education, lifestyle and health information, family medical history and various other risk factors you supply to us when you answer the questions in the application process.
    Can you select your own premium?
    Yes, you can set your own premium to match your specific requirements or needs.
    Can you select your own payment date?
    Yes, you can select the date at which your premium is paid. We recommend you choose the date you receive your salary each month to ensure you remain protected.
    How are our premiums so low?
    In short, we cut out the bloat and high profit margins that old insurers put into your policy. We embedded smart tech into our processes, removed paper-based forms and painful medical tests and replaced them with Artificial Intelligence and clever algorithms. Plus, we replaced old, long-term, static contracts with Pay-As-You-Need cover, so you only pay for what you need when you need it. All of these innovations and a client centric approach to everything that we do means that you can get more, for less, in a quick online digital experience.
    What is a premium loading?
    A premium loading is an addition to your premium to account for the fact that your risk is higher than the standard policyholder. This may be because of health or occupational reasons or because of extreme activities that you partake in.

    The No Cancel Discount

    What is the No Cancel Discount?
    This world first feature gives you greater control of your life insurance premium for the first time. That’s because at other insurers, you pay more each month because other people are cancelling their policies. But that’s completely out of your control. Our Pay-As-You-Need model, that changes life insurance from a static long-term product to a product that dynamically adjusts each year to match your financial needs, enabled us to introduce a No Cancel Discount- a discount that you can select if you know you aren't going to cancel your policy within the next 12 months. This means you no longer have to pay for things that are out of your control, saving you even more with OneSpark!
    How does the No Cancel Discount work?
    If selected, your premium will automatically reduce by 15%. When selected, you will be charged an additional activation premium which is equal to one month's premium. This will be billed when the option is selected. This activation fee will later be used to pay for your 12th month's premium in that year, meaning you can get a 15% discount the whole year and you won't have to pay anything in the month before your policy anniversary! If you do cancel or lapse your policy during the year, you will forfeit the activation fee. What’s more, you can continue to select this option each year, to lock-into a discount for whole of life.
    How long does the No Cancel Discount apply for?
    The discount applies for a year (12 full calendar months). You can re-select the discount each year. If you forget to reselect it each year, it will automatically renew in the following year to keep your premium as low as possible. You can cancel it at any time. If you cancel, you will forgo the activation fee. If you stay for the year, the activation will be used to pay for your 12th month's premium.
    Does the No Cancel Discount change?
    The discount may differ in size but will be locked in for as long as you select the discount.

    ShareBacks

    What is the ShareBack Benefit?
    OneSpark reverses the traditional insurance model. We treat the premiums you pay as if it's your money, not ours. With OneSpark, everything becomes simple and transparent. We take a flat fee, pay claims super-fast, and give you back whatever’s leftover after paying claims, covering expenses and reinsurance. This amount that we share back with you is what we call the ShareBack benefit, and you can use this money in whatever way you want.
    How do ShareBacks work?
    OneSpark keeps a fixed percentage from the premiums we collect. This pays for developing loads of cool tech, running an insurance company (including salaries, rent, and such), and hopefully making some profit! Because it’s a fixed fee, our desire for profit does not conflict with our duty to pay claims. If there’s money leftover after paying claims, covering our expenses and other insurance costs, we simply return it to our clients proportionately.
    ShareBacks are discretionary and are dependent on OneSpark’s performance, including factors such as scale (number of policies) and claims experience. For example, if OneSpark’s annual claims experience is better than expected, then whatever money is left, after deducting all relevant costs, will be distributed to our policyholders. However, if the annual claims experience is worse than expected (or as expected), then ShareBacks may not be paid. Before any ShareBack payout, we will communicate with you how we used your premiums over the year and if any Shareback is due to you.
    What happens to your ShareBacks if you cancel your policy?
    OneSpark only pays ShareBacks with respect to active policies.

    Your Protection Level

    How does OneSpark calculate how much and what type of cover you need?
    OneSpark worked with leading global financial planning experts to create our world-first Pay-As-You-Need algorithm. This algorithm takes a large number of factors into account, utilising the information you provide us with at application stage, to create a personalized solution to your financial needs, both now and in the future. The algorithm takes such factors as your age, specific occupation, income, tax considerations, asset class mixes, level of debt, family composition, contribution to household income, lifestyle factors, and many other considerations to calculate exactly how much, and what type of cover you need to ensure you are optimally protected if you suffer a life-changing event.
    What is the Protection Level Indicator?
    The Protection Level Indicator is a world-first algorithm that assesses how much cover you take-out, relative to how much cover you need to protect yourself given your current financial needs and personal circumstances. If your Protection Level is 100%, for example, this means you are as optimally protected as possible, while anything less will require you to increase your cover to reach the optimal level.
    How can you increase your protection percentage on the Protection Level Indicator?
    You can increase your protection percentage by increasing your cover to the proposed amounts, as suggested by the OneSpark Pay-As-You-Need algorithm. You can do this by entering a higher cover amount, or clicking the ‘plus’ sign next to the cover to adjust it upwards.
    Can you increase your cover above the 100% level?
    Yes, you can. While our algorithm suggests cover that ensures you are 100% protected as far as possible, it is possible for you to increase your cover above 100%, subject to maximums.
    Will your level of protection ever be change?

    Only if you change your cover amounts should your level of protection change.

    However, in order to ensure that your coverage and benefits we offer keep pace with the latest medical and technological advancements, we may amend the benefits that we offer or introduce new benefits. In such circumstances, it may adjust automatically to reflect the new information we have about you or new benefits that OneSpark has introduced.

    What does the Protection Level Indicator consider in determining your level of protection?

    The Protection Level Indicator is calculated using a comprehensive and advanced analysis of your personal circumstances. This includes your age, gender, occupation, income, level of debt, number of dependents, lifestyle factors, family structure and contribution to household income. It also allows for the current and expected future economic conditions. Using all of this information, the protection wheel calculates the optimal amount of cover needed to protect you against unforeseen life changing events.

    While we are continuously advancing our tech and algorithms, at this time, the Protection Level Indicator does not allow for the impact of tax and estate duty, any cover you may have at other insurers, or the suitability of underlying claim definitions of any benefit.

    What are the limitations of the Protection Level Indicator?
    While we are continuously working to improve our smart tech and algorithms, your protection level only calculates your level of protection relative to the full suite of products that OneSpark has and the information that you have provided us with. This means that the protection level does not currently include aspects such as tax on death (estate duty, capital gains, income protection taxation), nor does include any secondary occupational income streams.

    Claiming

    Who can claim?
    For a death claim under the Life Cover benefit, only your nominated beneficiaries can claim. Under all other benefits you, the policyholder, can claim.
    How do you make a claim?
    To claim, please call 0800 168 472. Alternatively, you can email claims@onespark.co.za, or contact your OneSpark financial adviser.
    What forms and documents are required when claiming?
    Please email us at hello@onespark.co.za or claims@onespark.co.za, so we can provide you with the necessary claim forms and documents. Alternatively, please contact your OneSpark financial adviser for further assistance.
    How many beneficiaries can I add?
    You can add up to five beneficiaries.
    Who can be added as beneficiaries?
    You can add any person who is a South African resident.
    How do I add or remove beneficiaries or change beneficiary information?
    You can change your beneficiary information (add or remove beneficiaries, change the amount they receive or add additional contact information for beneficiaries) by:
  • Calling our call centre at 0800 168 472;
  • Emailing us at hello@onespark.co.za; or
  • Logging in to your OneSpark profile online.
  • What is a waiting period?
    A waiting period is a period during which you are not entitled to any policy benefits.
    What waiting periods are there on the policy?
    The OneSpark Life Plan has the following waiting periods:
  • On claim, Illness and Injury Cover has a one month waiting period
  • On claim, Disability Cover has a one month waiting period
  • On claim, Income Protection may have a one or three month waiting period, depending on your nominated occupation.
  • There is a five year waiting period for suicide claims on the life cover benefit from the start date of the policy. This five year waiting period also applies to any new cover which you add at a later point in time.


  • For more information on the waiting periods that apply to your specific policy, please review your Policy Schedule. Alternatively, email hello@onespark.co.za or contact your OneSpark financial adviser for assistance.
    What is a survival period?
    A survival period is the amount of time that the insured life must survive after suffering a specified claim event in order to be paid a claim.
    What survival periods are there on the policy?
    There is a one-month survival period for the Illness and Injury Cover and Disability Cover benefits after a claim.
    What is an exclusion?
    An exclusion is an event or condition for which you will not be covered under a benefit. You will still be able to qualify for all other valid claim events under the benefit. You may have a health-related exclusion, an occupational related exclusion, or a general exclusion such as war, on your policy.
    What exclusions are there on your policy?
    There are various general exclusions in place on a OneSpark policy, such as wilful and deliberate breaking of any law, exposure to atomic energy, nuclear fission or reaction, terrorism, biological or chemical hazards and biological or chemical warfare agents. There may also be specific exclusions in place on your policy, depending on the outcome of your application and medical underwriting. For a full list of exclusions on your policy, please review your Policy Schedule, or email hello@onespark.co.za for further assistance

    General Questions

    How does your cover change each year?

    We understand that your financial needs and personal circumstances are always changing, that’s why we created our Pay-As-You-Need life insurance model. Each year, at your policy anniversary (12 months after you take out the policy), we will ask you a few quick questions. Our Pay-As-You-Need algorithms will then use this to adjust your cover to meet your changing needs. This means that your cover may either increase or decrease depending on your financial needs at that time. If for example you have a child, your cover will likely increase to allow for the additional loved one that you will be supporting financially. But we know that life gets busy, so even if you do not answer the questions, our smart algorithm will dynamically change in line with your specific needs on an annual basis, without any input required.

    What’s more, unlike other insurers, these cover changes are completely within your control, so if you don’t want the cover changes you can simply tap a button to adjust your cover to your desired level at any point in time.

    Are you covered for COVID-19?
    You are automatically cover for Covid-19 on all benefits except life cover. Given that Covid-19 affects everyone differently and given the material premium difference that is caused by Covid-19, we wanted to give you the choice of being covered for Covid-19 if you pass away. If you select to take add cover for Covid-19, then you will be covered if you pass away as a result of Covid-19. If you do not select this option, then you will not be covered if you pass away as a result of Covid-19 accordingly.
    How do you change your cover?
    If you want to change your cover you can change it by:
  • Logging into your online profile; or
  • By contacting your OneSpark financial adviser; or
  • By sending us an email at hello@onespark.co.za.
  • Who can apply for a OneSpark policy?
    You can apply for a OneSpark policy if you are between the ages of 18 and 60, are a South African resident and have a South African bank account. If you are older than 60 and require cover, please contact us at hello@onespark.co.za and someone will assist you further.
    Will your benefits be taxed?
    While life insurance benefits in South African are currently not taxed, some benefits may be taxed. Please consult with a tax practitioner or with your OneSpark Financial Adviser for more information.
    What does CPI mean?
    Consumer Price Index (CPI) is a measure for inflation within South Africa. It is calculated by examining a weighted average of prices of a 'basket' of consumer goods and services from year-to-year, and is published by Stats SA. In simplistic terms, it is essentially how much the price of bread changes from year to year.
    How many OneSpark Life policies can you have?
    You can only have one OneSpark Life policy. If you want to increase your cover or add new benefits, simply adjust your policy on your logged in portal to obtain the cover you want. For help, email hello@onespark.co.za and someone will assist you to make this change.
    Can the entire application process be done online?
    The OneSpark process is completely digital. In certain circumstance, we may need to do some additional medical tests to get more information, but we will send a nurse to you at a convenient time and place.
    Do you need to talk to someone to take out a policy?
    No, you do not need to. Our process is entirely digital. However, if you’re not so comfortable with the digital route, we can connect you with a OneSpark financial adviser to give you peace of mind that your circumstances and needs are fully accounted for.
    Can I take out a policy for someone else?
    Yes, you can. However, it is important that the life insured is present when completing the medical questionnaire so that all information given is accurate and correct.
    What is underwriting?
    Underwriting is the process by which a life insurer assesses the risk of an individual. The purpose of underwriting is ultimately to ensure that the terms of the insurance policy are fair, and that the client is charged the most appropriate premium for their level of risk.
    What happens to your policy if you leave South Africa?
    If you travel overseas, for holiday, you will be covered provided if you still meet the other criteria on your policy and the country is included in the permissible travel list of OneSpark. To view this list, please email hello@onespark.co.za. Note that this list is subject to change from time to time. Please also contact us at hello@onespark.co.za if you decide to leave South Africa permanently.
    Where can you find a copy of your policy?
    You can log in online, contact your financial advisor or email us at hello@onespark.co.za
    How can you update your payment details?
    You can log in online, contact your financial advisor or email us at hello@onespark.co.za
    You don’t know how to answer a question, can you speak to someone?
    Yes, we are here to help you in any way we can. Simply chat to an agent on our live chat feature and they will be able to help you. Alternatively, email info@onespark.co.za and someone will get back to you as soon as possible.
    What if your occupation is not listed in the job selection question?
    If possible, find an occupation similar to your occupation by being less precise. If you are, for example an environmental journalist, try to search for "journalist" instead. However, if you feel that there is no occupation similar to your occupation, please send an email to hello@onespark.co.za or chat to us on our live chat function and we will get in touch to help you choose the correct occupation.
    What if you don’t have a South African ID number?
    No problem! Email us at info@onespark.co.za and someone will be able to assist you further.
    When is your policy anniversary?
    This is the anniversary which occurs every year on the first day of the month in which you started your policy.
    What happens if you cancel your policy within 31 days of taking it out?
    Provided no claims have been made within the 31 days, your policy will immediately be cancelled, your cover will no longer be active and you will not be able to submit a claim. Any premiums you paid up until that point will be returned to you.

    Funeral Plan

    Your Cover

    Who can take out a OneSpark Funeral Plan?
    You can take out a OneSpark Funeral Plan if you (the main member) are between the age of 18 and 60, and are either a South African resident or you hold a valid Visa.
    What Visa’s are accepted if I am not a South African resident, but I want to take out a OneSpark Funeral Plan?

    You are eligible to take out a OneSpark Policy if you have any of the following valid South Africa Visas:

  • Relative’s Visa;
  • Work Visa;
  • Student Visa;
  • Retired Person's Visa
  • You will not be able to take out a OneSpark Policy if you are on a tourist, visitor, medical, exchange or business visa.

    What cover do I get?
    The benefit pays out a single amount on your death, or a death of one of your covered family members. The money can be used for all funeral related costs (including, but not limited to, funeral service, repatriation, tombstone, transport of relatives, food, or airtime costs).
    What are the OneSpark Funeral Plan cover options?

    You can select the following funeral cover amounts on the OneSpark funeral Plan:

    Life InsuredCover options
    Main memberR5 000 - R50 000
    SpouseR5 000 - R50 000
    Parents and parents-in-lawR5 000 - R30 000
    Extended Family Members (aged 6 and up)R5 000 - R30 000
    Children (aged 6 and up)R5 000 - R30 000
    Children and extended family members (aged 1 to 5)R5 000 - R15 000
    What are the regulatory maximum funeral cover amounts?

    You can select the following funeral cover amounts on the OneSpark funeral Plan:

    Life InsuredCover options
    Main memberR100 000
    SpouseR100 000
    Parents and parents-in-lawR100 000
    Extended Family Members (aged 6 and up)R100 000
    Children (aged 6 and up)R100 000
    Children and extended family members (aged 1 to 5)R20 000
    When does my cover start?
    Cover for a life insured on the policy starts after you have completed the application for the life insured, entered your payment details and we receive the first premium.
    When does my cover end?
    Cover for a life insured on the policy ends when the life insured passes away, when premiums are no longer paid or when you ask us to cancel your policy/their cover.
    Who receives the benefit after a claim?
    If you pass away, your nominated beneficiaries will receive the payout. If a family member passes away, you will receive the payout.
    How much does each beneficiary receive?
    If you pass away, the amount each beneficiary receives is equal to the amount you allocated to each. If a family member passes away, you will receive their full cover amount.
    Will my cover amount change?
    Yes, your cover amount will grow each year with inflation (at your policy anniversary.
    What inflation is used to determine changes to my cover?
    Inflation used is the increase in the Consumer Price Index (CPI) over a 12-month period as published by Statistics South Africa 3 months prior to your policy anniversary.

    Your Premiums

    When do I pay premiums?
    Premiums are payable each month in advance. Your premium will be collected within a 10 (ten) day period of the payment date you select.
    Why do you collect premiums within a 10-day period?
    This helps to ensure that you and your family always remain fully protected, since premium collection is made when CashBacks are available in your account and to allow for changes in line with public holidays and weekends.
    How do I pay premiums?
    Premiums can be paid from your bank account by debit order or from your debit card or credit card by providing your card details.
    Will my premium increase?
    Your cover amount will increase each year with inflation (usually around 5%). Your premium will increase in line with your cover as well as a factor to take into account your increasing age. This increase will typically be around 10% each year, on average.
    How did you calculate my premium?
    Your premium is calculated based on your unique set of circumstances and uses your age, gender and cover amount amongst other things.
    How do I change how I pay my premium?
    You can change how you pay your premiums by:
  • Calling our call centre at 0800 168 472;
  • Emailing us at hello@onespark.co.za; or
  • Logging in to your OneSpark profile online.
  • I missed a premium, what do I do now?
    If you have missed 1 premium payment, we will try to collect 2 premiums in the next month (the premium missed for the current month and the premium for the next month). If we are able to collect the 2 premiums, your policy and cover will remain in place. If we are unable to collect the 2 premiums in the next month, your cover and policy will be cancelled.

    Claiming

    When can I claim?
    If you (or your family members) pass away, your beneficiaries (or you) will be able to claim if all premiums for the insured life are fully paid up to date.
    How do I claim?
    You (or your nominated beneficiaries) can start the claim process through calling our call centre at 0800 168 472 or emailing us at claims@onespark.co.za
    What documents are required when claiming?
    We require the following documents:
  • Completed funeral claim form
  • Certified copy of death certificate
  • Certified copy of insured person’s ID
  • Certified copy of all beneficiaries’ ID
  • Certified copy of the claimant’s ID (if not a beneficiary)
  • DHA1663

    – notification of death register from the Department of Home Affairs

  • Claimant/Beneficiary 1 month bank statement
  • Proof of residence

    – not older than 3 months

  • If it's an unnatural death – a police report / post-mortem report
  • If death is a result of a motor vehicle accident – a copy of the motor vehicle accident report
  • If it’s a natural death within the first 6 (six) months after your cover started – proof of previous cover at another insurer.
  • How long does it take for a claim decision to be made?
    After all the required documents have been received, a claim decision will be made within 2 business days (that is, the claim will be approved or rejected within 2 business days).
    When is the benefit paid?
    The benefit will be paid after a claim has been approved, but there might be a slight delay before the amount appears in the bank account to which the payment is made due to payment settlement delays between our bank and your bank (your beneficiaries’ bank).
    What is a waiting period?
    A waiting period is an amount of time that needs to pass before you are able to be covered for a particular claim. A 6-month waiting period applies from the date you take out your policy for natural death, as well as a 12-month waiting period applies to suicide.
    What is a natural death?
    Death that excludes accidental death and suicide. These deaths are related to illnesses, diseases and any other natural causes, for example (but not limited to) deaths from cancer or a heart attack.
    What is an accidental death?
    It is a death caused by an accident.
    What is an accident?
    A sudden and unexpected event, which happened at a specific time and place and is caused by violent, external, physical and visible means and causes an injury. This does not include self-inflicted injury or suicide.
    What happens if a life insured on my policy dies from natural causes (that is, a natural death occurs) within the waiting period?
    If a life insured on your policy dies from natural causes within the waiting period, the premiums paid for the specific life will be refund to you (if one of your family members pass away) or to your beneficiaries (if you pass away).
    When will I or a family member not be able to claim?
    There are a few general instances where a claim will not be paid, such as if your premiums are not up to date, if you claim for natural causes within the waiting period, if the cause of death or disability is nuclear accidents, war or armed conflict, or if you claim for suicide or a suicide attempt within the first 12 months of your policy. For a full list of these general exclusions, please ask a OneSpark service consultant for our Plan Guide.
    When is the waiting period not applied?
    A Waiting Period will not be applied in instances where you or your family members:
  • Were covered on a similar policy (policies) with a different insurer(s) in the 31 days prior to the day when the cover starts; and
  • The waiting period on that policy had already expired; and
  • This policy is a replacement policy (for the cancelled policy at the different insurer).
  • General Questions

    If I am not a South African resident, what documents do I need to provide in order to take out a OneSpark Funeral Plan?

    In order for OneSpark to verify your identity, and to comply with the FIC Act, tou will need to provide ONeSpark with:

  • A certified copy of your passport;
  • A valid South Africa Work, Student, Relative or Retired person's Visa;
  • A South African SARS/Tax number;
  • Proof of residence
  • These documents must be sent to fica@onespark.co.za.

    If I travel outside of South Africa for a short period, where will I not be covered?

    If you travel outside of South Africa to the following countries, you will not be covered:

  • Afghanistan;
  • Central African Republic;
  • Congo (DRC);
  • Congo (Republic)
  • Honduras
  • Iran
  • Libya
  • Nigeria
  • North Korea
  • Somalia
  • South Sudan
  • Sudan
  • Syria
  • Yemen
  • What changes can I make to my Funeral Plan?
    You can change personal and payment information, add or remove family members, change family member information, add or remove beneficiaries, change beneficiary information or cancel your policy.
    How can I add or remove family members?
    You can add or remove family members by calling our call centre at 0800 168 472, or by emailing OneSpark at info@onespark.co.za
    Why am I not able to add family members?
    If you are older than 60 or have more than the maximum allowed number of family members on your policy, you will not be able to add more family members.
    How can I cancel my Funeral Plan?
    You can cancel your Funeral Plan by calling our call centre at 0800 168 472 or emailing us at hello@onespark.co.za.
    What happens when I cancel my policy?
    If you cancel your policy, you and your family members will no longer be able to claim under your policy and all benefits will cease.
    What happens if I cancel my policy within 31 days of taking it out?
    Provided no claims have been made within the 31 days, your policy will immediately be cancelled and any premium you paid up until that point will be returned to you.
    Can I reinstate my cover after cancelling my policy?
    Yes, you can reinstate your cover within 2 months after cancelling your policy. If you try to reinstate your cover more than two months after you cancelled your policy, you will not be reinstated to that same policy and you will be issued a new policy with new benefits, where the full waiting period will apply. A maximum of 2 reinstatements will be allowed on a single policy over the entire duration of the policy term.
    When is my policy anniversary?
    This is the anniversary which occurs every year on the first day of the month in which you started your policy.
    Can I have more than one OneSpark Funeral Plan?
    You can only be the main member on one Funeral Plan. You can be a family member on a maximum of four Funeral Plans. However, the cover amount paid out on claim will be limited to the regulatory maximum benefit amount.
    Can I have a Funeral Plan and a Protector Plan?
    Yes, you can take out a OneSpark Funeral Plan and add any of the Protector Plans to enhance your coverage and get Cashbacks (the Transport Protector Plan, the Grocery Protector Plan, the Education Protector Plan and the Daily Expense Protector Plan).
    Who is the main member on the policy?
    You are the main member on the policy, who takes out the policy and who pays the premium. You must be 18 years or older, a South African resident as well as permanently residing in South Africa to be eligible.
    Who are the family members on my policy?
    Family members are classified as your spouse, child(ren), parents(s) or extended family member(s).
    Who is classified as a spouse?
    Any person to whom you are married (by law, tribal custom or tenets of any religion) is classified as your spouse. This also includes a common law spouse, who resides with you and is regarded as your spouse by the community.
    Who is classified as a child?
    Your natural child(ren), legally adopted child(ren) and/or step-child(ren) are classified as children if they are unmarried and dependent on you for financial support and maintenance.
    Who is classified as a parent?
    Your (or your spouse’s) natural parents, legally adoptive parents or stepparents are classified as parents.
    Who can be added as extended family members on my policy?
    Any additional spouses (if you already have a spouse life on your policy), children (if you already have 6 children on your policy, additional children who are older than the maximum allowable ages for children, parents or parents-in-law (if you already have more than 4 parents on your policy) or any blood relative for whom you or your spouse are financially responsible for.
    Who is classified as a life insured on the policy?
    This is defined as anyone who has cover on your policy. This includes you and all your covered family member
    How many people can be covered on my OneSpark Funeral Plan?
    You can cover yourself, your spouse, 6 children, 4 parents and 5 extended family members, as long as each of your family members is within the maximum ages allowed at the time when you take out your policy or when you add them onto your policy.
    What happens when a child insured on a OneSpark Funeral Plan turns 21?
    When a child on your Funeral Plan turns 21, they will automatically convert to an extended family member on your policy. Everything else, including their cover and premium, will remain unchanged.
    What are the entry age requirements for the OneSpark Funeral Plan?

    Below are the entry age requirements for the OneSpark Funeral Plan:

    Life InsuredMinimum Entry AgeMaximum Entry Age
    Main member1860
    Spouse1860
    Parents and parents-in-law3570
    Extended Family Members165
    Children (aged 6 and up)165

    Education Protector Plan

    Your Cover

    Who can take out an Education Protector Plan?
    You can take out an Education Protector Plan if you are between the age of 18 and 60, and are either a South African resident or you hold a valid Visa.
    What Visa’s are accepted if I am not a South African resident, but I want to take out a OneSpark Education Protector Plan?

    You are eligible to take out a OneSpark Policy if you have any of the following valid South Africa Visas:

  • Relative’s Visa;
  • Work Visa;
  • Student Visa;
  • Retired Person's Visa
  • You will not be able to take out a OneSpark Policy if you are on a tourist, visitor, medical, exchange or business visa.

    What cover do I get?
    The Education Protector Plan pays out R25 000 if you were to die or suffer a covered disability. The money can be used to help cover your child’s education related expenses.
    When does my cover start?
    Your cover starts after you have completed the application, entered your payment details and we receive the first premium.
    When does my cover end?
    Cover ends when you pass away, suffer a covered disability, when premiums are no longer paid or on the date you ask us to cancel your policy.
    Who receives the benefit after a claim?
    If you pass away, your beneficiaries will receive the pay-out. If you suffer a covered disability, you will receive the pay-out.
    How much does each beneficiary receive?
    If you pass away, the amount each beneficiary receives is equal to the amount allocated to each. If you suffer a covered disability, you will receive the full cover amount.
    Will my cover amount change?
    Yes, your cover amount will grow each year at your policy anniversary in line with inflation.
    What inflation is used to determine changes to my cover?
    Inflation used is the increase in the Consumer Price Index (CPI) over a 12-month period as published by Statistics South Africa 3 months prior to your policy anniversary.

    Your Cashback

    When does the Education Plan CashBack pay out?
    The Education Plan CashBack pays out 18 years after the Education Protector Plan started if your policy is still active, you are alive, have not claimed and your policy premiums are paid up to date.
    Who receives the Education Plan CashBack pay-out?
    The Education Plan CashBack is paid to you, the main member.
    Does the Education Plan CashBack value change?
    Your Education Plan CashBack value will not change.
    Will my cover continue after the Education Plan CashBack pays out?
    Yes, your cover will continue after the Education Plan CashBack has paid out as long as you continue to pay premiums. You will not receive further CashBacks on that same Protector Plan after the CashBack has paid out.

    Your Premiums

    When do I pay premiums?
    Premiums are payable each month in advance. Your premium will be collected within a 10 (ten) day period of the payment date you select.
    Why do you collect premiums within a 10-day period?
    This helps to ensure that you and your family always remain fully protected, since premium collection is made when CashBacks are available in your account and to allow for changes in line with public holidays and weekends.
    How do I pay premiums?
    Premiums can be paid from your bank account by debit order or from your debit card or credit card by providing your card details.
    Will my premium increase?
    Your cover amount will increase each year with inflation (usually around 5%). Your premium will increase in line with your cover as well as a factor to take into account your increasing age. This increase will typically be around 10% each year, on average.
    How did you calculate my premium?
    Your premium is calculated based on your unique set of circumstances and uses your age, gender and cover amount amongst other things.
    How do I change how I pay my premium?
    You can change how you pay your premiums by:
  • Calling our call centre at 0800 168 472;
  • Emailing us at hello@onespark.co.za; or
  • Logging in to your OneSpark profile online.
  • I missed a premium, what do I do now?
    If you have missed 1 premium payment, we will try to collect 2 premiums in the next month (the premium missed for the current month and the premium for the next month). If we are able to collect the 2 premiums, your policy and cover will remain in place. If we are unable to collect the 2 premiums in the next month, we will try to collect 3 premiums in the following month. If we are able to collect the 3 premiums, your policy and cover will remain in place. If we are unable to collect the 3 premiums, your cover and policy will be cancelled.

    Claiming

    When can I claim?
    If you pass away or suffer a covered disability, and your policy premiums have been paid up to date.
    What is a covered disability?
    Covered disabilities includes:
  • Total loss of comprehension of language; or
  • The loss of the ability to move both arms and legs (i.e. quadriplegia or paralysis of all four limbs); or
  • The loss of the ability to move both legs (i.e. paraplegia or paralysis of the legs and lower body); or
  • The loss of ability to move one side of your body (i.e. hemiplegia); or
  • Total loss of vision in both eyes (with no light perception); or
  • Total loss of use of both hands; or
  • Total loss of use of both feet; or
  • Stage IV (four) cancer.
  • How do I claim?
    You (or your nominated beneficiaries) can start the claim process through calling our call centre at 0800 168 472 or emailing us at claims@onespark.co.za
    What documents are required when claiming?
    We require the following documents:
  • Completed disability claim form or death claim form
  • DHA1663 notification of death register from the Department of Home Affairs – if the insured life passed away
  • Certified copy of death certificate (if claim is due to death)
  • If the claim is for a covered disability, a medical report supplied by a specialist medical practitioner
  • Certified copy of insured person’s ID
  • Certified copy of all beneficiaries’ ID
  • Certified copy of the claimant’s ID (if not a beneficiary)
  • Claimant/Beneficiary 1 month bank statement
  • Proof of residence – not older than 3 months.
  • If it’s an unnatural death/disability – a police report / post-mortem report
  • If death/disability is a result of a motor vehicle accident – a copy of the motor vehicle accident report
  • Who is classified as a specialist medical practitioner?
    A legally and duly qualified medical practitioner who registered as such with the Health Professionals Council of South Africa who has completed advanced education and clinical training in a specific area of medicine, their specialty area (that is, this person must be registered with the Health Professions Council of South Africa in a relevant specialty).
    How long does it take for a claim decision to be made?
    After all required documents have been received a claim decision will be made as soon as possible.
    When is the benefit paid?
    The benefit will be paid after a claim has been approved, but there might be a slight delay before the amount appears in the bank account to which the payment is made due to payment settlement delays between our bank and your bank (your beneficiaries’ bank).
    What is a waiting period?
    A waiting period is an amount of time that needs to pass before you are able to be covered for a particular claim. A 6-month waiting period applies from the date you take out your policy for natural death and natural disability, as well as a 12-month waiting period applies to suicide.
    What is a natural death?
    Death that excludes accidental death and suicide. These deaths are related to illnesses, diseases and any other natural causes, for example (but not limited to) deaths from cancer or a heart attack.
    What is an accidental death?
    It is a death caused by an accident.
    What is an accident?
    A sudden and unexpected event, which happened at a specific time and place and is caused by violent, external, physical and visible means and causes an injury. This does not include self-inflicted injury or suicide.
    What is a natural disability?
    It is any covered disability that excludes both accidental disabilities and disabilities caused by self-inflicted injury. These disabilities are related to illnesses, diseases and any other natural cause.
    What is an accidental disability?
    An injury caused by an accident which causes you to suffer one of the covered disabilities.
    What happens if I die or suffer a disability from natural causes (that is, a natural death or natural disability occurs) within the 6-month waiting period?
    If you die or suffer a disability from natural causes within the waiting period, the premiums paid will be refunded to you (if you suffer a disability) or your beneficiary/beneficiaries (if you die).
    When will I not be able to claim?
    There are a few general instances where a claim will not be paid, such as If the cause of a disability claim is due to a pre-existing condition and any condition or event relating to (or manifesting from) a pre-existing condition, if your premiums are not up to date, if you claim for natural causes within the waiting period, if the cause of death or disability is nuclear accidents, war or armed conflict, or if you claim for suicide or a suicide attempt within the first 12 months of your policy. For a full list of these general exclusions, please ask a OneSpark service consultant for our Plan Guide.
    What is a pre-existing condition?
    An illness or injury sustained or contracted by you which you have been aware of, or should reasonably have been aware of, or received medical treatment or advice by a doctor before your cover started. This includes, but is not limited to, any physical or mental defect, symptoms, disease, infirmity or condition which existed prior to your cover starting or reinstatement of the policy (whichever occurred last).
    How many beneficiaries can I add?
    You can add up to 5 beneficiaries.
    Who can be added as beneficiaries?
    You can add any person who is a South African resident and at least 18 years old.
    How do I add or remove beneficiaries or change beneficiary information?
    You can change your beneficiary information (add or remove beneficiaries, change the amount they receive or add additional contact information for beneficiaries) by:
  • Calling our call centre at 0800 168 472;
  • Emailing us at hello@onespark.co.za; or
  • Logging in to your OneSpark profile online.
  • General Questions

    If I am not a South African resident, what documents do I need to provide in order to take out a OneSpark Education Protector Plan?

    In order for OneSpark to verify your identity, and to comply with the FIC Act, tou will need to provide ONeSpark with:

  • A certified copy of your passport;
  • A valid South Africa Work, Student, Relative or Retired person's Visa;
  • A South African SARS/Tax number;
  • Proof of residence
  • These documents must be sent to fica@onespark.co.za.

    If I travel outside of South Africa for a short period, where will I not be covered?

    If you travel outside of South Africa to the following countries, you will not be covered:

  • Afghanistan;
  • Central African Republic;
  • Congo (DRC);
  • Congo (Republic)
  • Honduras
  • Iran
  • Libya
  • Nigeria
  • North Korea
  • Somalia
  • South Sudan
  • Sudan
  • Syria
  • Yemen
  • What changes can I make to my Protector Plans?
    You can change personal and payment information, add or remove Protector Plans, add or remove beneficiaries, change beneficiary information or cancel your policy.
    How can I cancel my Protector Plan(s)?
    You can cancel your Protector Plan(s) by calling our call centre at 0800 168 472; or emailing us at hello@onespark.co.za.
    What happens when I cancel my policy?
    If you cancel your policy, you will no longer be able to claim under that policy and your Education Protector Plan CashBack on that policy will fall away. Any premium you paid up until that point will not be returned to you. This means that if you pass away or suffer a covered disability going forward, you (or your beneficiaries) will not get a pay-out and you will also not get your Education Plan CashBack pay-out.
    What happens if I cancel my policy within 31 days of taking it out?
    Provided no claims have been made within the 31 days, your policy will immediately be cancelled and any premium you paid up until that point will be returned to you.
    Can I reinstate my cover after cancelling my policy?
    Yes, you can reinstate your cover within 2 months after cancelling your policy. If you try to reinstate your cover more than two months after you cancelled your policy, you will not be reinstated to that same policy and you will be issued a new policy with new benefits, where the full waiting period will apply. A maximum of 2 reinstatements will be allowed on a single policy over the entire duration of the policy term.
    Can I have more than one Education Protector?
    Yes. You can take out up to three Education Protector Plans for each of your children.
    What are the entry age requirements for the Education Protector Plan?
    You need to be between the ages of 18 and 60 in order to qualify for the Education Protector.
    When is my policy anniversary?
    This is the anniversary which occurs every year on the first day of the month in which you started your policy.
    Can I have an Education Protector, Transport Protector, Grocery Protector and Daily Expense Protector at the same time?
    Yes, you can have all 4 Protector Plans at the same time.
    Can I add family members to my Education Protector Plans?
    No, you are not able to add family members to your Education Protector Plan.
    How do I complain?
    You can complain by:
  • Calling our call centre at 0800 168 472;
  • Emailing us at hello@onespark.co.za; or
  • Logging in to your OneSpark profile online.
  • How do I change my personal information?
    You can change your personal information by:
  • Calling our call centre at 0800 168 472;
  • Emailing us at hello@onespark.co.za; or
  • Logging in to your OneSpark profile online.
  • Are the benefits taxable?
    No, the cover amounts and CashBack pay-outs are not taxable.
    Do I have to complete a medical examination to take out a product?
    No medical examination is required for any of our funeral or protector products, including our Education, Grocery, Transport and Daily Expense Protection Plans. Medical questions are required to be answered for our life insurance product, and depending on the answers to your question and the amount of cover you require, we may need to send a nurse to you to complete a quick medical test.

    Grocery Protector Plan

    Your Cover

    Who can take out a Grocery Protector Plan?
    You can take out a Grocery Protector Plan if you are between the age of 18 and 60, and are either a South African resident or you hold a valid Visa.
    What Visa’s are accepted if I am not a South African resident, but I want to take out a OneSpark Grocery Protector Plan?

    You are eligible to take out a OneSpark Policy if you have any of the following valid South Africa Visas:

  • Relative’s Visa;
  • Work Visa;
  • Student Visa;
  • Retired Person's Visa
  • You will not be able to take out a OneSpark Policy if you are on a tourist, visitor, medical, exchange or business visa.

    What cover do I get?
    The Grocery Protector Plan pays out a R20 000 if you were to die or suffer a covered disability. The money can be used to help cover your family’s grocery and food costs.
    When does my cover start?
    Your cover starts after you have completed the application, entered your payment details and we receive the first premium.
    When does my cover end?
    Cover ends when you pass away, suffer a covered disability, when premiums are no longer paid or on the date you ask us to cancel your policy.
    Who receives the benefit after a claim?
    If you pass away, your beneficiaries will receive the pay-out. If you suffer a covered disability, you will receive the pay-out.
    How much does each beneficiary receive?
    If you pass away, the amount each beneficiary receives is equal to the amount allocated to each. If you suffer a covered disability, you will receive the full cover amount.
    Will my cover amount change?
    Yes, your cover amount will grow each year at your policy anniversary with inflation.
    What inflation is used to determine changes to my cover?
    Inflation used is the increase in the Consumer Price Index (CPI) over a 12-month period as published by Statistics South Africa 3 months prior to your policy anniversary.

    Your Cashback

    When does the Grocery Plan CashBack pay out?
    The Grocery Plan CashBack pays out 18 years after the Grocery Protector Plan started if your policy is still active, you are alive, have not claimed and your policy premiums are paid up to date.
    Who receives the Grocery Plan CashBack pay-out?
    The Grocery Plan CashBack is paid to you, the main member.
    Does the Grocery Plan CashBack value change?
    Your Grocery Plan CashBack value will not change.
    Will my cover continue after the Grocery Plan CashBack pays out?
    Yes, your cover will continue after the Grocery Plan CashBack has paid out as long as you continue to pay premiums. You will not receive further CashBacks on that same Protector Plan after the CashBack has paid out.

    Your Premiums

    When do I pay premiums?
    Premiums are payable each month in advance. Your premium will be collected within a 10 (ten) day period of the payment date you select.
    Why do you collect premiums within a 10-day period?
    This helps to ensure that you and your family always remain fully protected, since premium collection is made when CashBacks are available in your account and to allow for changes in line with public holidays and weekends.
    How do I pay premiums?
    Premiums can be paid from your bank account by debit order or from your debit card or credit card by providing your card details.
    Will my premium increase?
    Your cover amount will increase each year with inflation (usually around 5%). Your premium will increase in line with your cover as well as a factor to take into account your increasing age. This increase will typically be around 10% each year, on average.
    How did you calculate my premium?
    Your premium is calculated based on your unique set of circumstances and uses your age, gender and cover amount amongst other things.
    How do I change how I pay my premium?
    You can change how you pay your premiums by:
  • Calling our call centre at 0800 168 472;
  • Emailing us at hello@onespark.co.za; or
  • Logging in to your OneSpark profile online.
  • I missed a premium, what do I do now?
    If you have missed 1 premium payment, we will try to collect 2 premiums in the next month (the premium missed for the current month and the premium for the next month). If we are able to collect the 2 premiums, your policy and cover will remain in place. If we are unable to collect the 2 premiums in the next month, we will try to collect 3 premiums in the following month. If we are able to collect the 3 premiums, your policy and cover will remain in place. If we are unable to collect the 3 premiums, your cover and policy will be cancelled.

    Claiming

    When can I claim?
    If you pass away or suffer a covered disability, and your policy premiums have been paid up to date.
    What is a covered disability?
    Covered disabilities includes:
  • Total loss of comprehension of language; or
  • The loss of the ability to move both arms and legs (i.e. quadriplegia or paralysis of all four limbs); or
  • The loss of the ability to move both legs (i.e. paraplegia or paralysis of the legs and lower body); or
  • The loss of ability to move one side of your body (i.e. hemiplegia); or
  • Total loss of vision in both eyes (with no light perception); or
  • Total loss of use of both hands; or
  • Total loss of use of both feet; or
  • Stage IV (four) cancer.
  • How do I claim?
    You (or your nominated beneficiaries) can start the claim process through calling our call centre at 0800 168 472 or emailing us at claims@onespark.co.za
    What documents are required when claiming?
    We require the following documents:
  • Completed disability claim form or death claim form
  • DHA1663 notification of death register from the Department of Home Affairs – if the insured life passed away
  • Certified copy of death certificate (if claim is due to death)
  • If the claim is for a covered disability, a medical report supplied by a specialist medical practitioner
  • Certified copy of insured person’s ID
  • Certified copy of all beneficiaries’ ID
  • Certified copy of the claimant’s ID (if not a beneficiary)
  • Claimant/Beneficiary 1 month bank statement
  • Proof of residence – not older than 3 months.
  • If it’s an unnatural death/disability – a police report / post-mortem report
  • If death/disability is a result of a motor vehicle accident – a copy of the motor vehicle accident report
  • Who is classified as a specialist medical practitioner?
    A legally and duly qualified medical practitioner who registered as such with the Health Professionals Council of South Africa who has completed advanced education and clinical training in a specific area of medicine, their specialty area (that is, this person must be registered with the Health Professions Council of South Africa in a relevant specialty).
    How long does it take for a claim decision to be made?
    After all required documents have been received a claim decision will be made as soon as possible.
    When is the benefit paid?
    The benefit will be paid after a claim has been approved, but there might be a slight delay before the amount appears in the bank account to which the payment is made due to payment settlement delays between our bank and your bank (your beneficiaries’ bank).
    What is a waiting period?
    A waiting period is an amount of time that needs to pass before you are able to be covered for a particular claim. A 6-month waiting period applies from the date you take out your policy for natural death and natural disability, as well as a 12-month waiting period applies to suicide.
    What is a natural death?
    Death that excludes accidental death and suicide. These deaths are related to illnesses, diseases and any other natural causes, for example (but not limited to) deaths from cancer or a heart attack.
    What is an accidental death?
    It is a death caused by an accident.
    What is an accident?
    A sudden and unexpected event, which happened at a specific time and place and is caused by violent, external, physical and visible means and causes an injury. This does not include self-inflicted injury or suicide.
    What is a natural disability?
    It is a covered disability that excludes both accidental disabilities and disabilities caused by self-inflicted injury. These disabilities are related to illnesses, diseases and any other natural cause.
    What is an accidental disability?
    It is an injury caused by an accident which causes you to suffer one of the covered disabilities.
    What happens if I die or suffer a disability from natural causes (that is, a natural death or natural disability occurs) within the 6-month waiting period?
    If you die or suffer a disability from natural causes within the waiting period, the premiums paid will be refunded to you (if you suffer a disability) or your beneficiary/beneficiaries (if you die).
    When will I not be able to claim?
    There are a few general instances where a claim will not be paid, such as If the cause of a disability claim is due to a pre-existing condition and any condition or event relating to (or manifesting from) a pre-existing condition, if your premiums are not up to date, if you claim for natural causes within the waiting period, if the cause of death or disability is nuclear accidents, war or armed conflict, or if you claim for suicide or a suicide attempt within the first 12 months of your policy. For a full list of these general exclusions, please ask a OneSpark service consultant for our Plan Guide.
    What is a pre-existing condition?
    An illness or injury sustained or contracted by you which you have been aware of, or should reasonably have been aware of, or received medical treatment or advice by a doctor before your cover started. This includes, but is not limited to, any physical or mental defect, symptoms, disease, infirmity or condition which existed prior to your cover starting or reinstatement of the policy (whichever occurred last).
    How many beneficiaries can I add?
    You can add up to 5 beneficiaries.
    Who can be added as beneficiaries?
    You can add any person who is a South African resident and at least 18 years old.
    How do I add or remove beneficiaries or change beneficiary information?
    You can change your beneficiary information (add or remove beneficiaries, change the amount they receive or add additional contact information for beneficiaries) by:
  • Calling our call centre at 0800 168 472;
  • Emailing us at hello@onespark.co.za; or
  • Logging in to your OneSpark profile online.
  • General Questions

    If I am not a South African resident, what documents do I need to provide in order to take out a OneSpark Grocery Protector Plan?

    In order for OneSpark to verify your identity, and to comply with the FIC Act, tou will need to provide ONeSpark with:

  • A certified copy of your passport;
  • A valid South Africa Work, Student, Relative or Retired person's Visa;
  • A South African SARS/Tax number;
  • Proof of residence
  • These documents must be sent to fica@onespark.co.za.

    If I travel outside of South Africa for a short period, where will I not be covered?

    If you travel outside of South Africa to the following countries, you will not be covered:

  • Afghanistan;
  • Central African Republic;
  • Congo (DRC);
  • Congo (Republic)
  • Honduras
  • Iran
  • Libya
  • Nigeria
  • North Korea
  • Somalia
  • South Sudan
  • Sudan
  • Syria
  • Yemen
  • What changes can I make to my Protector Plans?
    You can change personal and payment information, add or remove Protector Plans, add or remove beneficiaries, change beneficiary information or cancel your policy.
    How can I cancel my Protector Plan(s)?
    You can cancel your Protector Plan(s) by calling our call centre at 0800 168 472 or emailing us at info@onespark.co.za.
    What happens when I cancel my policy?
    If you cancel your policy, you will no longer be able to claim under that policy and your Grocery CashBack on that policy will fall away. Any premium you paid up until that point will not be returned to you. This means that if you pass away or suffer a covered disability going forward, you (or your beneficiaries) will not get a pay-out and you will also not get your Grocery CashBack pay-out?
    What happens if I cancel my policy within 31 days of taking it out?
    Provided no claims have been made within the 31 days, your policy will immediately be cancelled and any premium you paid up until that point will be returned to you.
    Can I reinstate my cover after cancelling my policy?
    Yes, you can reinstate your cover within 2 months after cancelling your policy. If you try to reinstate your cover more than two months after you cancelled your policy, you will not be reinstated to that same policy and you will be issued a new policy with new benefits, where the full waiting period will apply. A maximum of 2 reinstatements will be allowed on a single policy over the entire duration of the policy term.
    Can I have more than one Grocery Protector?
    No, you can only take out one Grocery Protector at present.
    What are the entry age requirements for the Grocery Protector Plan?
    You need to be between the ages of 18 and 60 in order to qualify for the Grocery Protector.
    When is my policy anniversary?
    This is the anniversary which occurs every year on the first day of the month in which you started your policy.
    Can I have an Education Protector, Transport Protector, Grocery Protector and Daily Expense Protector at the same time?
    Yes, you can have all 4 Protector Plans at the same time.
    Can I add family members to my Grocery Protector Plans?
    No, you are not able to add family members to your Grocery Protector Plan.
    How do I complain?
    You can complain by:
  • Calling our call centre at 0800 168 472;
  • Emailing us at hello@onespark.co.za; or
  • Logging in to your OneSpark profile online.
  • How do I change my personal information?
    You can change your personal information by:
  • Calling our call centre at 0800 168 472;
  • Emailing us at hello@onespark.co.za; or
  • Logging in to your OneSpark profile online.
  • Are the benefits taxable?
    No, the cover amounts and CashBack pay-outs are not taxable.
    Do I have to complete a medical examination to take out a product?
    No medical examination is required for any of our funeral or protector products, including our Education, Grocery, Transport and Daily Expense Protection Plans. Medical questions are required to be answered for our life insurance product, and depending on the answers to your question and the amount of cover you require, we may need to send a nurse to you to complete a quick medical test.

    Daily Expense Protector Plan

    Your Cover

    Who can take out a Daily Expense Protector Plan?
    You can take out a Daily Expense Protector Plan if you are between the age of 18 and 60, and are either a South African resident or you hold a valid Visa.
    What Visa’s are accepted if I am not a South African resident, but I want to take out a OneSpark Education Protector Plan?

    You are eligible to take out a OneSpark Policy if you have any of the following valid South Africa Visas:

  • Relative’s Visa;
  • Work Visa;
  • Student Visa;
  • Retired Person's Visa
  • You will not be able to take out a OneSpark Policy if you are on a tourist, visitor, medical, exchange or business visa.

    What cover do I get?
    The Daily Expense Protector pays out a R50 000 if you were to die or suffer a covered disability. The money can be used to help cover your everyday expenses such as clothing, airtime, household expenses and the like.
    When does my cover start?
    Your cover starts after you have completed the application, entered your payment details and we receive the first premium.
    When does my cover end?
    Cover ends when you pass away, suffer a covered disability, when premiums are no longer paid or on the date you ask us to cancel your policy.
    Who receives the benefit after a claim?
    If you pass away, your beneficiaries will receive the pay-out. If you suffer a covered disability, you will receive the pay-out.
    How much does each beneficiary receive?
    If you pass away, the amount each beneficiary receives is equal to the amount allocated to each. If you suffer a covered disability, you will receive the full cover amount.
    Will my cover amount change?
    Yes, your cover amount will grow each year at your policy anniversary with inflation.
    What inflation is used to determine changes to my cover?
    Inflation used is the increase in the Consumer Price Index (CPI) over a 12-month period as published by Statistics South Africa 3 months prior to your policy anniversary.
    When does the Grocery CashBack pay out?
    The Daily Expense CashBack pays out 25 years after the Daily Expense Protector Plan started if your policy is still active, you are alive, have not claimed and your policy premiums are paid up to date.
    Who receives the Daily Expense CashBack pay-out?
    The Daily Expense CashBack is paid to you, the main member.
    Does the Daily Expense CashBack value change?
    Your Daily Expense CashBack value will not change.
    Will my cover continue after the Daily Expense CashBack pays out?
    Yes, your cover will continue after the Daily Expense CashBack has paid out as long as you continue to pay premiums. You will not receive further CashBacks on that same Protector Plan after the CashBack has paid out.

    Your Cashback

    When does the Grocery CashBack pay out?
    The Daily Expense CashBack pays out 25 years after the Daily Expense Protector Plan started if your policy is still active, you are alive, have not claimed and your policy premiums are paid up to date.
    Who receives the Daily Expense CashBack pay-out?
    The Daily Expense CashBack is paid to you, the main member.
    Does the Daily Expense CashBack value change?
    Your Daily Expense CashBack value will not change.
    Will my cover continue after the Daily Expense CashBack pays out?
    Yes, your cover will continue after the Daily Expense CashBack has paid out as long as you continue to pay premiums. You will not receive further CashBacks on that same Protector Plan after the CashBack has paid out.

    Your Premiums

    When do I pay premiums?
    Premiums are payable each month in advance. Your premium will be collected within a 10 (ten) day period of the payment date you select.
    Why do you collect premiums within a 10-day period?
    This helps to ensure that you and your family always remain fully protected, since premium collection is made when CashBacks are available in your account and to allow for changes in line with public holidays and weekends.
    How do I pay premiums?
    Premiums can be paid from your bank account by debit order or from your debit card or credit card by providing your card details.
    Will my premium increase?
    Your cover amount will increase each year with inflation (usually around 5%). Your premium will increase in line with your cover as well as a factor to take into account your increasing age. This increase will typically be around 10% each year, on average.
    How did you calculate my premium?
    Your premium is calculated based on your unique set of circumstances and uses your age, gender and cover amount amongst other things.
    How do I change how I pay my premium?
    You can change how you pay your premiums by:
  • Calling our call centre at 0800 168 472;
  • Emailing us at hello@onespark.co.za; or
  • Logging in to your OneSpark profile online.
  • I missed a premium, what do I do now?
    If you have missed 1 premium payment, we will try to collect 2 premiums in the next month (the premium missed for the current month and the premium for the next month). If we are able to collect the 2 premiums, your policy and cover will remain in place. If we are unable to collect the 2 premiums in the next month, we will try to collect 3 premiums in the following month. If we are able to collect the 3 premiums, your policy and cover will remain in place. If we are unable to collect the 3 premiums, your cover and policy will be cancelled.

    Claiming

    When can I claim?
    If you pass away or suffer a covered disability, and your policy premiums have been paid up to date.
    What is a covered disability?
    Covered disabilities includes:
  • Total loss of comprehension of language; or
  • The loss of the ability to move both arms and legs (i.e. quadriplegia or paralysis of all four limbs); or
  • The loss of the ability to move both legs (i.e. paraplegia or paralysis of the legs and lower body); or
  • The loss of ability to move one side of your body (i.e. hemiplegia); or
  • Total loss of vision in both eyes (with no light perception); or
  • Total loss of use of both hands; or
  • Total loss of use of both feet; or
  • Stage IV (four) cancer.
  • How do I claim?
    You (or your nominated beneficiaries) can start the claim process through calling our call centre at 0800 168 472 or emailing us at claims@onespark.co.za
    What documents are required when claiming?
    We require the following documents:
  • Completed disability claim form or death claim form
  • DHA1663 notification of death register from the Department of Home Affairs – if the insured life passed away
  • Certified copy of death certificate (if claim is due to death)
  • If the claim is for a covered disability, a medical report supplied by a specialist medical practitioner
  • Certified copy of insured person’s ID
  • Certified copy of all beneficiaries’ ID
  • Certified copy of the claimant’s ID (if not a beneficiary)
  • Claimant/Beneficiary 1 month bank statement
  • Proof of residence – not older than 3 months.
  • If it’s an unnatural death/disability – a police report / post-mortem report
  • If death/disability is a result of a motor vehicle accident – a copy of the motor vehicle accident report
  • Who is classified as a specialist medical practitioner?
    A legally and duly qualified medical practitioner who registered as such with the Health Professionals Council of South Africa who has completed advanced education and clinical training in a specific area of medicine, their specialty area (that is, this person must be registered with the Health Professions Council of South Africa in a relevant specialty).
    How long does it take for a claim decision to be made?
    After all required documents have been received a claim decision will be made as soon as possible.
    When is the benefit paid?
    The benefit will be paid after a claim has been approved, but there might be a slight delay before the amount appears in the bank account to which the payment is made due to payment settlement delays between our bank and your bank (your beneficiaries’ bank).
    What is a waiting period?
    A waiting period is an amount of time that needs to pass before you are able to be covered for a particular claim. A 6-month waiting period applies from the date you take out your policy for natural death and natural disability, as well as a 12-month waiting period applies to suicide.
    What is a natural death?
    Death that excludes accidental death and suicide. These deaths are related to illnesses, diseases and any other natural causes, for example (but not limited to) deaths from cancer or a heart attack.
    What is an accidental death?
    It is a death caused by an accident.
    What is an accident?
    A sudden and unexpected event, which happened at a specific time and place and is caused by violent, external, physical and visible means and causes an injury. This does not include self-inflicted injury or suicide.
    What is a natural disability?
    A covered disability that excludes both accidental disabilities and disabilities caused by self-inflicted injury. These disabilities are related to illnesses, diseases and any other natural cause.
    What is an accidental disability?
    It is an injury caused by an accident which causes you to suffer one of the covered disabilities.
    What happens if I die or suffer a disability from natural causes (that is, a natural death or natural disability occurs) within the 6-month waiting period?
    If you die or suffer a disability from natural causes within the waiting period, the premiums paid will be refunded to you (if you suffer a disability) or your beneficiary/beneficiaries (if you die).
    When will I not be able to claim?
    There are a few general instances where a claim will not be paid, such as If the cause of a disability claim is due to a pre-existing condition and any condition or event relating to (or manifesting from) a pre-existing condition, if your premiums are not up to date, if you claim for natural causes within the waiting period, if the cause of death or disability is nuclear accidents, war or armed conflict, or if you claim for suicide or a suicide attempt within the first 12 months of your policy. For a full list of these general exclusions, please ask a OneSpark service consultant for our Plan Guide.
    What is a pre-existing condition?
    An illness or injury sustained or contracted by you which you have been aware of, or should reasonably have been aware of, or received medical treatment or advice by a doctor before your cover started. This includes, but is not limited to, any physical or mental defect, symptoms, disease, infirmity or condition which existed prior to your cover starting or reinstatement of the policy (whichever occurred last).
    How many beneficiaries can I add?
    You can add up to 5 beneficiaries.
    Who can be added as beneficiaries?
    You can add any person who is a South African resident and at least 18 years old.
    How do I add or remove beneficiaries or change beneficiary information?
    You can change your beneficiary information (add or remove beneficiaries, change the amount they receive or add additional contact information for beneficiaries) by:
  • Calling our call centre at 0800 168 472;
  • Emailing us at hello@onespark.co.za; or
  • Logging in to your OneSpark profile online.
  • General Questions

    If I am not a South African resident, what documents do I need to provide in order to take out a OneSpark Daily Expense Protector Plan?

    In order for OneSpark to verify your identity, and to comply with the FIC Act, tou will need to provide ONeSpark with:

  • A certified copy of your passport;
  • A valid South Africa Work, Student, Relative or Retired person's Visa;
  • A South African SARS/Tax number;
  • Proof of residence
  • These documents must be sent to fica@onespark.co.za.

    If I travel outside of South Africa for a short period, where will I not be covered?

    If you travel outside of South Africa to the following countries, you will not be covered:

  • Afghanistan;
  • Central African Republic;
  • Congo (DRC);
  • Congo (Republic)
  • Honduras
  • Iran
  • Libya
  • Nigeria
  • North Korea
  • Somalia
  • South Sudan
  • Sudan
  • Syria
  • Yemen
  • What changes can I make to my Protector Plans?
    You can change personal and payment information, add or remove Protector Plans, add or remove beneficiaries, change beneficiary information or cancel your policy.
    How can I cancel my Protector Plan(s)?
    You can cancel your Protector Plan(s) by calling our call centre at 0800 168 472 or emailing us at info@onespark.co.za.
    What happens when I cancel my policy?
    If you cancel your policy, you will no longer be able to claim under that policy and your Daily Expense CashBack on that policy will fall away. Any premium you paid up until that point will not be returned to you. This means that if you pass away or suffer a covered disability going forward, you (or your beneficiaries) will not get a pay-out and you will also not get your Daily Expense CashBack pay-out?
    What happens if I cancel my policy within 31 days of taking it out?
    Provided no claims have been made within the 31 days, your policy will immediately be cancelled and any premium you paid up until that point will be returned to you.
    Can I reinstate my cover after cancelling my policy?
    Yes, you can reinstate your cover within 2 months after cancelling your policy. If you try to reinstate your cover more than two months after you cancelled your policy, you will not be reinstated to that same policy and you will be issued a new policy with new benefits, where the full waiting period will apply. A maximum of 2 reinstatements will be allowed on a single policy over the entire duration of the policy term.
    Can I have more than one Daily Expense Protector?
    No, you can only take out one Daily Expense Protector at present.
    What are the entry age requirements for the Daily Expense Protector Plan?
    You need to be between the ages of 18 and 60 in order to qualify for the Daily Expense Protector.
    When is my policy anniversary?
    This is the anniversary which occurs every year on the first day of the month in which you started your policy.
    Can I have an Education Protector, Transport Protector, Grocery Protector and Daily Expense Protector at the same time?
    Yes, you can have all 4 Protector Plans at the same time.
    Can I add family members to my Daily Expense Protector Plans?
    No, you are not able to add family members to your Daily Expense Protector Plan.
    How do I complain?
    You can complain by:
  • Calling our call centre at 0800 168 472;
  • Emailing us at hello@onespark.co.za; or
  • Logging in to your OneSpark profile online.
  • How do I change my personal information?
    You can change your personal information by:
  • Calling our call centre at 0800 168 472;
  • Emailing us at hello@onespark.co.za; or
  • Logging in to your OneSpark profile online.
  • Are the benefits taxable?
    No, the cover amounts and CashBack pay-outs are not taxable.
    Do I have to complete a medical examination to take out a product?
    No medical examination is required for any of our funeral or protector products, including our Education, Grocery, Transport and Daily Expense Protection Plans. Medical questions are required to be answered for our life insurance product, and depending on the answers to your question and the amount of cover you require, we may need to send a nurse to you to complete a quick medical test.

    Transport Protector Plan

    Your Cover

    Who can take out a Transport Protector Plan?
    You can take out a Transport Protector Plan if you are between the age of 18 and 60, and are either a South African resident or you hold a valid Visa.
    What Visa’s are accepted if I am not a South African resident, but I want to take out a OneSpark Education Protector Plan?

    You are eligible to take out a OneSpark Policy if you have any of the following valid South Africa Visas:

  • Relative’s Visa;
  • Work Visa;
  • Student Visa;
  • Retired Person's Visa
  • You will not be able to take out a OneSpark Policy if you are on a tourist, visitor, medical, exchange or business visa.

    What cover do I get?
    The Transport Protector Plan pays out R20 000 if you were to die or suffer a covered disability. The money can be used to help cover your family’s transport and living costs.
    When does my cover start?
    Your cover starts after you have completed the application, entered your payment details and we receive the first premium.
    When does my cover end?
    Cover ends when you pass away, suffer a covered disability, when premiums are no longer paid or on the date you ask us to cancel your policy.
    Who receives the benefit after a claim?
    If you pass away, your beneficiaries will receive the pay-out. If you suffer a covered disability, you will receive the pay-out.
    How much does each beneficiary receive?
    If you pass away, the amount each beneficiary receives is equal to the amount allocated to each. If you suffer a covered disability, you will receive the full cover amount.
    Will my cover amount change?
    Yes, your cover amount will grow each year at your policy anniversary with inflation.
    What inflation is used to determine changes to my cover?
    Inflation used is the increase in the Consumer Price Index (CPI) over a 12-month period as published by Statistics South Africa 3 months prior to your policy anniversary.

    Your Cashback

    When does the Transport Plan CashBack pay out?
    The Transport Plan CashBack pays out 25 years after the Transport Protector Plan started if your policy is still active, you are alive, have not claimed and your policy premiums are paid up to date.
    Who receives the Transport Plan CashBack pay-out?
    The Transport Plan CashBack is paid to you, the main member.
    Does the Transport Plan CashBack value change?
    Your Transport Plan CashBack value will not change.
    Will my cover continue after the Transport Plan CashBack pays out?
    Yes, your cover will continue after the Transport Plan CashBack has paid out as long as you continue to pay premiums. You will not receive further CashBacks on that same Protector Plan after the CashBack has paid out.

    Your Premiums

    When do I pay premiums?
    Premiums are payable each month in advance. Your premium will be collected within a 10 (ten) day period of the payment date you select.
    Why do you collect premiums within a 10-day period?
    This helps to ensure that you and your family always remain fully protected, since premium collection is made when CashBacks are available in your account and to allow for changes in line with public holidays and weekends.
    How do I pay premiums?
    Premiums can be paid from your bank account by debit order or from your debit card or credit card by providing your card details.
    Will my premium increase?
    Your cover amount will increase each year with inflation (usually around 5%). Your premium will increase in line with your cover as well as a factor to take into account your increasing age. This increase will typically be around 10% each year, on average.
    How did you calculate my premium?
    Your premium is calculated based on your unique set of circumstances and uses your age, gender and cover amount amongst other things.
    How do I change how I pay my premium?
    You can change how you pay your premiums by:
  • Calling our call centre at 0800 168 472;
  • Emailing us at hello@onespark.co.za; or
  • Logging in to your OneSpark profile online.
  • I missed a premium, what do I do now?
    If you have missed 1 premium payment, we will try to collect 2 premiums in the next month (the premium missed for the current month and the premium for the next month). If we are able to collect the 2 premiums, your policy and cover will remain in place. If we are unable to collect the 2 premiums in the next month, we will try to collect 3 premiums in the following month. If we are able to collect the 3 premiums, your policy and cover will remain in place. If we are unable to collect the 3 premiums, your cover and policy will be cancelled.

    Claiming

    When can I claim?
    If you pass away or suffer a covered disability, and your policy premiums have been paid up to date.
    What is a covered disability?
  • Total loss of comprehension of language; or
  • The loss of the ability to move both arms and legs (i.e. quadriplegia or paralysis of all four limbs); or
  • The loss of the ability to move both legs (i.e. paraplegia or paralysis of the legs and lower body); or
  • The loss of ability to move one side of your body (i.e. hemiplegia); or
  • Total loss of vision in both eyes (with no light perception); or
  • Total loss of use of both hands; or
  • Total loss of use of both feet; or
  • Stage IV (four) cancer.
  • How do I claim?
    You (or your nominated beneficiaries) can start the claim process through calling our call centre at 0800 168 472 or emailing us at claims@onespark.co.za
    What documents are required when claiming?
    Completed disability claim form or death claim form
  • Completed disability claim form or death claim form
  • DHA1663 notification of death register from the Department of Home Affairs – if the insured life passed away
  • Certified copy of death certificate (if claim is due to death)
  • If the claim is for a covered disability, a medical report supplied by a specialist medical practitioner
  • Certified copy of insured person’s ID
  • Certified copy of all beneficiaries’ ID
  • Certified copy of the claimant’s ID (if not a beneficiary)
  • Claimant/Beneficiary 1 month bank statement
  • Proof of residence – not older than 3 months.
  • If it’s an unnatural death/disability – a police report / post-mortem report
  • If death/disability is a result of a motor vehicle accident – a copy of the motor vehicle accident report
  • Who is classified as a specialist medical practitioner?
    A legally and duly qualified medical practitioner who registered as such with the Health Professionals Council of South Africa who has completed advanced education and clinical training in a specific area of medicine, their specialty area (that is, this person must be registered with the Health Professions Council of South Africa in a relevant specialty).
    How long does it take for a claim decision to be made?
    After all required documents have been received a claim decision will be made as soon as possible.
    When is the benefit paid?
    The benefit will be paid after a claim has been approved, but there might be a slight delay before the amount appears in the bank account to which the payment is made due to payment settlement delays between our bank and your bank (your beneficiaries’ bank).
    What is a waiting period?
    A waiting period is an amount of time that needs to pass before you are able to be covered for a particular claim. A 6-month waiting period applies from the date you take out your policy for natural death and natural disability, as well as a 12-month waiting period applies to suicide.
    What is a natural death?
    Death that excludes accidental death and suicide. These deaths are related to illnesses, diseases and any other natural causes, for example (but not limited to) deaths from cancer or a heart attack.
    What is an accidental death?
    It is a death caused by an accident.
    What is an accident?
    A sudden and unexpected event, which happened at a specific time and place and is caused by violent, external, physical and visible means and causes an injury. This does not include self-inflicted injury or suicide.
    What is a natural disability?
    A covered disability that excludes both accidental disabilities and disabilities caused by self-inflicted injury. These disabilities are related to illnesses, diseases and any other natural cause.
    What is an accidental disability?
    An injury caused by an accident which causes you to suffer one of the covered disabilities.
    What happens if I die or suffer a disability from natural causes (that is, a natural death or natural disability occurs) within the 6-month waiting period?
    If you die or suffer a disability from natural causes within the waiting period, the premiums paid will be refunded to you (if you suffer a disability) or your beneficiary/beneficiaries (if you die).
    When will I not be able to claim?
    There are a few general instances where a claim will not be paid, such as If the cause of a disability claim is due to a pre-existing condition and any condition or event relating to (or manifesting from) a pre-existing condition, if your premiums are not up to date, if you claim for natural causes within the waiting period, if the cause of death or disability is nuclear accidents, war or armed conflict, or if you claim for suicide or a suicide attempt within the first 12 months of your policy. For a full list of these general exclusions, please ask a OneSpark service consultant for our Plan Guide.
    What is a pre-existing condition?
    An illness or injury sustained or contracted by you which you have been aware of, or should reasonably have been aware of, or received medical treatment or advice by a doctor before your cover started. This includes, but is not limited to, any physical or mental defect, symptoms, disease, infirmity or condition which existed prior to your cover starting or reinstatement of the policy (whichever occurred last).
    How many beneficiaries can I add?
    You can add up to 5 beneficiaries.
    Who can be added as beneficiaries?
    You can add any person who is a South African resident and at least 18 years old.
    How do I add or remove beneficiaries or change beneficiary information?
    You can change your beneficiary information (add or remove beneficiaries, change the amount they receive or add additional contact information for beneficiaries) by:
  • Calling our call centre at 0800 168 472;
  • Emailing us at hello@onespark.co.za; or
  • Logging in to your OneSpark profile online.
  • General Questions

    If I am not a South African resident, what documents do I need to provide in order to take out a OneSpark Transport Protector Plan?

    In order for OneSpark to verify your identity, and to comply with the FIC Act, tou will need to provide ONeSpark with:

  • A certified copy of your passport;
  • A valid South Africa Work, Student, Relative or Retired person's Visa;
  • A South African SARS/Tax number;
  • Proof of residence
  • These documents must be sent to fica@onespark.co.za.

    If I travel outside of South Africa for a short period, where will I not be covered?

    If you travel outside of South Africa to the following countries, you will not be covered:

  • Afghanistan;
  • Central African Republic;
  • Congo (DRC);
  • Congo (Republic)
  • Honduras
  • Iran
  • Libya
  • Nigeria
  • North Korea
  • Somalia
  • South Sudan
  • Sudan
  • Syria
  • Yemen
  • What changes can I make to my Protector Plans?
    You can change personal and payment information, add or remove Protector Plans, add or remove beneficiaries, change beneficiary information or cancel your policy.
    How can I cancel my Protector Plan(s)?
    You can cancel your Protector Plan(s) by calling our call centre at 0800 168 472; or emailing us at hello@onespark.co.za.
    What happens when I cancel my policy?
    If you cancel your policy, you will no longer be able to claim under that policy and your Transport CashBack on that policy will fall away. Any premium you paid up until that point will not be returned to you. This means that if you pass away or suffer a covered disability going forward, you (or your beneficiaries) will not get a pay-out and you will also not get your Transport CashBack pay-out?
    What happens if I cancel my policy within 31 days of taking it out?
    Provided no claims have been made within the 31 days, your policy will immediately be cancelled and any premium you paid up until that point will be returned to you.
    Can I reinstate my cover after cancelling my policy?
    Yes, you can reinstate your cover within 2 months after cancelling your policy. If you try to reinstate your cover more than two months after you cancelled your policy, you will not be reinstated to that same policy and you will be issued a new policy with new benefits, where the full waiting period will apply. A maximum of 2 reinstatements will be allowed on a single policy over the entire duration of the policy term.
    Can I have more than one Transport Protector?
    No, you can only take out one Transport Protector at present.
    What are the entry age requirements for the Transport Protector Plan?
    You need to be between the ages of 18 and 60 in order to qualify for the Transport Protector.
    When is my policy anniversary?
    This is the anniversary which occurs every year on the first day of the month in which you started your policy.
    Can I have an Education Protector, Transport Protector, Grocery Protector and Daily Expense Protector at the same time?
    Yes, you can have all 4 Protector Plans at the same time.
    Can I add family members to my Transport Protector Plans?
    No, you are not able to add family members to your Transport Protector Plan.
    How do I complain?
    You can complain by:
  • Calling our call centre at 0800 168 472;
  • Emailing us at hello@onespark.co.za; or
  • Logging in to your OneSpark profile online.
  • How do I change my personal information?
    You can change your personal information by:
  • Calling our call centre at 0800 168 472;
  • Emailing us at hello@onespark.co.za; or
  • Logging in to your OneSpark profile online.
  • Are the benefits taxable?
    No, the cover amounts and CashBack pay-outs are not taxable.
    Do I have to complete a medical examination to take out a product?
    No medical examination is required for any of our funeral or protector products, including our Education, Grocery, Transport and Daily Expense Protection Plans. Medical questions are required to be answered for our life insurance product, and depending on the answers to your question and the amount of cover you require, we may need to send a nurse to you to complete a quick medical test.