FREQUENTLY ASKED QUESTIONS (FAQS)

1. What is SafeNet on Telecel?
   SafeNet is a paid insurance offering for Telecel subscribers.
2. Who is eligible for SafeNet?
   All Telecel subscribers who are aged between 18 and 75 (inclusive) and are resident in Ghana. Family members aged between 1 and 75 years (inclusive).
3. How do I subscribe to SafeNet?
   1. Dial *592# OR
   2. Call 592 and an agent will assist you.
4. What is covered under SafeNet Insurance?
   Hospitalization, life, and accidental permanent disability
5. What are the benefit amounts?
   1. GSM Paid Product: Up to GHS 2,400 on hospitalization and GHS 1,000 on life or accidental permanent disability.
   2. Telecel Cash Paid Product: Up to GHS 9,000 on hospitalization and GHS 4,000 on life or accidental permanent disability.
   3. Benefit amount for each month is based on your tiered plan/premium for the previous month.
6. How will I know that I am on covered?
   1. Dial *592# or call 592 to check your cover details.
   2. You will also receive periodic SMSs on your policy.
7. When does my cover start on SafeNet?
   1. Your cover starts on the first of the month after your activation of SafeNet.
   2. You will receive an SMS to confirm the start of your cover.
8. Is there a waiting period?
   1. There is a one month waiting period beginning from your first cover month. (Your first cover month is the month after your activation). During this period, you cannot make a claim.
   2. There is no waiting period for events arising out of an accident.
9. How long can I be covered?
   1. Cover is on a monthly basis. Each premium paid in a given month, earns you cover for the following month.
10. Can I add my family members on my SafeNet Policy?
    1. Yes, you can add up to one family member on your paid policy.
11. How can my other family and friends also enjoy SafeNet?
    1. Anyone Telecel subscriber aged 18 to 75 years and is resident in Ghana is eligible to enjoy SafeNet. If you are not on Telecel, visit a Telecel shop near you to acquire a SIM card.
12. Are my SafeNet benefits cumulative?
    1. No, benefit levels are not cumulative. Cover is monthly. At any point in time, your benefit will be based on the previous month’s paid premium under the Paid product.
13. Do I get some money if I do not make a claim?
    1. There is no cashback offer on SafeNet. Your paid cover is based on your paid premium amount from the previous month.
14. When can I make a claim?
    1. You can make a claim if an insured is hospitalized for 1 night or more; is permanently disabled through an accident or passes away while insured with SafeNet.
15. How do I make a claim?
    1. Call 592 to report a claim event.
16. How long do I have to report a claim?
    1. Report valid claims within 6 months from the date the incident occurs.
17. Which documents do I need to submit for a claim?
    1. Our agents are ready to assist you through your claim process and document gathering.
18. How long will it take to pay my claim?
    1. Your claim shall be paid within 72 hours of submitting required documents.
19. How will I receive my claim payment?
    1. Your claim will be paid via Telecel Cash. If you are not registered on Telecel Cash, an agent will assist in registering you at the time of claim.
20. Who is insuring my SafeNet policy?
    1. SafeNet is underwritten by Enterprise Life and Prudential Life. Powered by Turaco.
21. Can I subscribe on more than one SIM?
    1. No, you cannot subscribe on more than one SIM. Only one SIM will be permissible under this policy. In a case where 2 SIMs have been registered under one name, only one will be acknowledged.
22. How many people are covered under Telecel SafeNet?
    SafeNet Insurance covers only two persons (primary insured + family member) on each Telecel number.
23. Can I make changes to my policy?
    Yes, you can update your personal information on SafeNet. Call 592 for assistance.
24. Can I cancel my policy?
    1. Yes, you can cancel your SafeNet policy at any time. Call 592 to cancel your policy.
25. Are there any exclusions on SafeNet?
    1. Yes, claims will not be paid when death, permanent disability or hospitalization arises from abuse of alcohol or drugs, suicide, attempted suicide or participation in criminal activity.
26. How soon can I make a claim after activation?
    1. You are eligible to claim on accidental events that occur from the 1st day of the next month after activation. Non-accidental events are claimable if they occur from the 1st of the second month after activation.
27. How many times can I claim (on one peril)?
    1. You can claim up to 50 times (i.e., maximum number of nights) on hospitalization or until you exhaust the maximum sum assured per plan; accidental permanent disability and death are claimable only once through the policy life. The number of nights remain the maximum number of nights between the subscriber and chosen family member.
28. What does accidental permanent disability mean?
    1. Total loss of a limb (amputation /loss of use in one arm or one leg) OR complete loss of sight or hearing as a result of an accident.
29. Hospitalization benefit, does it pay for my hospital bills?
    1. As with life and accidental permanent disability, hospitalization cover gives you a lump sum benefit based on your immediate past month’s paid premium if you are hospitalized for 1 night or more.
30. Frequency of daily deductions
    1. Daily deductions will be attempted per each plan until the total monthly premium is collected.