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Frequently asked
questions
General policy questions
By OneSpark support teamUpdated 30 days ago
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 0861 777 271;
  • Emailing us at hello@onespark.co.za or logging in to your OneSpark profile online.
    • After logging in to your OneSpark profile, select the My profile option at the bottom of the screen. A range of options will then become available. Select the Beneficiaries tab. Here you will be able to update your beneficiary information.
How do I complain?

You can complain by:

  • calling our call centre at 0861 777 271;
  • Emailing us at complaints@onespark.co.za; or
  • Logging in to your OneSpark profile online.
    • After logging in to your OneSpark profile, select the Get help option at the bottom of the screen. A range of options will then become available. Select the View all and Submit a complaint tab. Here you will be able to log a complaint.
How do I change my personal information?

You can change your personal information by:

  • Calling our call centre at 0861 777 271;
  • Emailing us at hello@onespark.co.za;
  • Logging in to your OneSpark profile online.
    • After logging in to your OneSpark profile, select the My profile option at the bottom of the screen. A range of options will then become available. Select the Personal details tab. Here you will be able to update your personal information.
Are the benefits taxable?

No, the cover amounts and Fund payouts are not taxable.

Do I have to complete a medical examination to take out a Millionaire Funeral or Living Plan product?

No, you don’t have to complete any medical examinations (tests) in order to take out one of these policies.

What is misrepresentation and non-disclosure?

Lying when giving us any information (for example, but not limited to, lying about your age, gender, you having previously had another funeral policy, a person being financially dependent on you or your spouse or you having any pre-existing conditions).

Can I refer a friend to OneSpark?

Yes, we would love for you to share your experiences on OneSpark with your friends! For the first 60 days after taking out a OneSpark product, you can also earn R5,000 cash by referring your friends.

How does the R5,000 cash refer-a-friend feature work?

After taking out a OneSpark product and logging into your OneSpark profile online:

  • Tap the ‘Earn Cash’ button
  • Copy the unique code that generates
  • Share that unique code with your friends and family, via WhatsApp, Facebook or any other way you want.
  • If your friends then enter your unique promo code in the OneSpark quote screen and take out a OneSpark product, you could qualify to get R100 cash for each referral.
  • If you friend pays all his premiums, we will pay you the R100 cash after 32 days.
What are the refer-a-friend T's and C's?

Participation

  • By participating in the OneSpark refer a friend you are entering into an agreement with OneSpark (Pty) Ltd (“OneSpark”) only.
  • OneSpark is a registered Financial Services Provider. We market, distribute and service long-term insurance products.
  • The OneSpark refer-a-friend program is a program open to anyone over the age of 18 years, who wishes to participate in the opportunity to earn referral fees.
  • When you sign up for the OneSpark refer-a-friend program you will be provided with a unique ID. This ID will be used to identify you as the referrer when customers you have referred buy a OneSpark policy.

Referring a friend

  • You may be eligible to earn a referral fee in return for sharing your unique promo code with someone who may be interested in buying a OneSpark policy.
  • When you provide such a referral, you must provide your unique promo code so that OneSpark can allocate your referral fee to you should it become due.
  • Before referring any person please make sure they have agreed to allow you to share your unique promo code with them. You indemnify us against any claims from any person alleging that they did not consent to you sharing your promo code with them.
  • Where OneSpark receives the promo code for the same person, the OneSpark referrer that provided the promo code first in time may be eligible for the referral fee provided the terms and conditions of the OneSpark refer-a-friend program are complied with.
  • You may also be eligible to earn a referral fee if you direct persons who may be interested in buying a OneSpark policy to the OneSpark website or the OneSpark call centre.
  • If you direct such persons to the OneSpark website or the OneSpark call centre, you must provide them with your unique promo code so they can tag you as the referrer when they sign up for a OneSpark policy. If this unique ID is not provided, you may not be eligible for the referral fee.
  • You will not receive a referral fee for referring yourself.

The Referral Fee

  • The referral fee, if due, will be payable to you only once 2 premiums have been collected from the referred customer.
  • The amount of the fee to be paid will be equal to R100 for each unique customer.
  • The referral fee is not transferable.

Restrictions

You are not permitted to sell, provide advice or render intermediary services as defined under the Financial Advisory and Intermediary Services Act, 2002 (FAIS Act), including but not limited to: * Giving any financial recommendation, guidance or proposals on OneSpark policies; * Acting in a way that encourages a person to enter into a OneSpark policy; * Selling OneSpark policies; * Collecting any fees or premiums relating to OneSpark policies; and * Dealing with any claims of a customer.

Reviewing the terms and conditions

  • The OneSpark refer-a-friend program’s terms and conditions, including the fees, may be changed by OneSpark at any time without notice to you.
  • If the OneSpark refer-a-friend program’s terms and conditions, including the fees, are changed, then the new terms and conditions will apply to all policies signing up with your referral code.

Termination

  • OneSpark may terminate the OneSpark refer-a-friend program, or your participation in the OneSpark refer-a-friend program, at any time.
  • In the event that the OneSpark refer-a-friend program, or your participation in the OneSpark refer-a-friend program, is terminated and you are not in breach of the terms and conditions of the OneSpark refer-a-friend program, then you will retain the right to fees due on policies signed up using your referral code.

Protection of personal information

OneSpark respects the privacy of individuals and all data collected and processed will be done in accordance with SA data protection legislation currently in force. We may use your personal information for the purpose of this OneSpark refer-a-friend program, including statistical research purposes and for the payment of fees. We may disclose your personal information to our employees and third-party service providers who assist us to interact with you. We may be required to disclose your personal information if required to comply with applicable law or an order of court. We will never sell your personal information. OneSpark may hold your personal information in either electronic or hard copy form. In both cases, OneSpark will take appropriate and reasonable steps to ensure that your personal information is protected from misuse and loss and from unauthorised access, modification or disclosure. OneSpark cannot however guarantee that, as a result of these measures, your personal information will not be disclosed in an unauthorised or unlawful manner in circumstances, which are beyond our control. If you want confirmation that OneSpark holds your information, access to your personal information, the identities or categories of third parties to whom OneSpark has disclosed your personal information, or to amend, delete or update your personal information, please make your request in writing to help@onespark.co.za. Any personal information OneSpark does not require in order to perform under this mandate, or when OneSpark is no longer required by law to retain it (whichever is the later), will be destroyed or anonymised.

Other

  • OneSpark or Guardrisk Life Limited will not be liable to you or any third party for any loss or damages arising from the OneSpark refer-a-friend program.
  • Any disputes or questions regarding this mandate will be resolved by OneSpark in its sole discretion.
  • Nothing in the OneSpark refer-a-friend program will create any partnership, joint venture, agency representative or employment relationship between you and OneSpark or will mean you are an intermediary as contemplated in the FAIS Act.
  • If any of these terms are held to be invalid, void, or unenforceable, such provision (or the part of it that makes it invalid, void or unenforceable) will be struck and not affect the validity of an enforceability of the remaining provisions.
  • The terms and conditions of this OneSpark refer-a-friend program will be governed by the laws of South Africa.

Acceptance

  • By agreeing to take out a OneSpark policy, copying your unique promo code and sharing it with a person, you agree to the terms and conditions to the OneSpark refer-a-friend program.
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