Frequently Asked Questions.

If I have a pre-existing health condition will this policy cover me?

AllLife has an individual and personalised underwriting assessment policy for each client. We gather a medical history and a synopsis of current medical conditions from each client.

We then consult with the potential client as to the life cover options that may be available for them specifically.

Does AllLife have a conflict of interest policy?

Yes. Download ( Microsoft Word | Adobe PDF ).

What do I do if I have a problem with my broker?

Although we strive to provide our customers with a positive experience, we recognise that sometimes AllLife or an approved AllLife FSP may get things wrong. If you do have a complaint or a query, please contact us directly so that we can deal with the problem. We treat any concern very seriously and all complaints will be dealt with as quickly as possible.

Where do I find a certified AllLife broker?

AllLife has an extensive and extremely competent national network of Financial Service Providers (FSPs), who are trained and certified to sell our products. If you would like to get in touch with a certified AllLife broker, please contact us. We will gladly provide you with contact details for a number of certified AllLife FSPs in your area.

Do I pay more if I use a broker?

There are no cost implications for clients who choose to access our products through brokers. FSPs are remunerated for the work they do in the form of a commission paid by AllLife, at no extra cost to the client.

Can I access AllLife products through my existing broker (FSP)?

AllLife products are only available from certified AllLife FSPs. If your existing broker is not certified to sell AllLife products, they can contact us with regard to certification. If you prefer, we will gladly help you to find a certified broker in your area.

Why do people use brokers (Financial Service Providers)?

Brokers (FSPs) provide additional access points for clients, and may offer a more convenient service for some of our customers. FSPs may assist clients in making product choices, and can help to reduce the administrative burden on AllLife.

If I am going to be out of the country, and will miss the required date for my blood test, will I be able to go for the blood test before I leave South Africa?

Yes. You can go for your blood test early. The nine-month time period until your next blood test will then run from this new test date.

How do I ensure that AllLife gets my blood test results?

Always insist that the word “AllLife” is written in the space marked "Copy Doctor" on any of the laboratories’ forms.

Can I have my blood tests done at any laboratory?

No. AllLife can only accept blood test results from SANAS-accredited laboratories. We have a list of approved laboratories with a nationwide presence. These are Pathcare: 021 596 3800, Lancet: 011 358 0800 and Ampath: 012 344 4518. If you would like to use other SANAS-approved laboratories, you should call us to confirm that we will be able to accept the results.

What will happen if I miss my (Diabetes) blood test?

You will receive several warnings about upcoming blood tests. Failure to go for the tests will result in you being designated uncontrolled. If this deemed uncontrolled period is in excess of 6 months (despite warnings), you will be designated permanently uncontrolled.

Does AllLife pay for my diabetic treatment?

No. Payment for your Diabetic Treatment (as well as all blood tests required to prove diabetic control) is for your cost. These costs may be paid as a prescribed minimum benefit by your medical aid or managed health care company, or by the public health sector.

What does it mean to control my Diabetes?

Diabetic control is the conformance to a prescribed diabetes mellitus treatment regime designed to maintain blood glucose and HbA1C levels at a safe and healthy level. The life insured is deemed to be uncontrolled if their HbA1C test result is greater than 8.5% for any 2 consecutive scheduled tests (scheduled tests occur every 9 months, although the life insured may undergo more frequent testing if required by their treating doctor). AllLife clearly defines what diabetic control means in its Diabetic Control and Control Monitoring Policy documents, which formalises the above summary. These documents are in line with current best medical practice. AllLife monitors diabetic control through access to individuals’ blood test results, and communicates regularly with clients regarding their adherence status.

What should my HBA1C be?

It is generally accepted that you should maintain HbA1C below 8%. The following guidelines are suggested by the South African Diabetes Association:

  • 4 – 6%: Non-diabetic range
  • < 7%: Well-controlled diabetic
  • 7% – 8%: Acceptable diabetic control
  • > 8%: Poor diabetic control, needs attention

Does AllLife pay for my Anti-Retroviral Therapy (ART)?

No. Payment for your Anti-Retroviral Therapy (as well as all blood tests required to prove adherence) is for your cost. These costs may in fact, be paid as a prescribed minimum benefit by your medical aid or managed health care company, or by the public health sector.

What is glycosylated haemoglobin (HBA1C)?

HbA1c is a measure of the proportion of haemoglobin in the red blood cells that has glucose bound to it – it provides a measure of the average blood glucose level over the last 2-3 months. If your HbA1C level is monitored at regular intervals, it can provide a good summary of the diabetic control achieved over time. HbA1c should be checked regularly every three to six months in all people with diabetes, with elevated HbA1C levels providing early warning of potential future complications. If this occurs, your doctor should recommend treatment measures appropriate to your situation to achieve better control, and then monitor your HbA1C levels more frequently (e.g. monthly) until better control is achieved. Studies have shown that by maintaining controlled blood glucose levels, it is possible to delay or even prevent the potential long-term complications of diabetes.

What does adherence mean?

Adherence means managing your HIV infection appropriately, which includes:

  • Going for regular HIV monitoring blood tests (generally paid for by your medical aid or the public health sector);
  • Starting anti-retroviral therapy (ART) at the right time;
  • Remaining on ART once treatment has commenced
  • Taking the ART drugs regularly, on time, and as prescribed by your doctor.

AllLife clearly defines what adherence means in its Adherence and Adherence Monitoring Policy, which formalises the above summary. These documents were reviewed by the South African HIV Clinicians Society and are in line with current best medical practice. AllLife monitors adherence through access to individuals’ blood test results and communicates regularly with clients regarding their adherence status.

How do I know if I have type 1 or type 2 diabetes?

Your doctor will tell you. In general, if you were diagnosed with diabetes after the age of 35, if you have a history of being overweight, and if you have other people in your family with diabetes or associated disorders (such as high blood pressure, heart disease, obesity, etc.) - you are more likely to be diagnosed with Type 2 diabetes. If you were diagnosed with diabetes at a younger age (less than 25 years old) and if you do not exhibit any of the symptoms described above - you will more than likely have Type 1 diabetes. We offer no specific medical consultative advice in this regard, only general medical advice. You will need to consult a trained medical professional to ascertain your exact diagnosis.

Does AllLife have exclusions on claims on an optimum life policy?

We do have a number of necessary exclusions on claims. These include (but are not limited to) claims as a result of suicide or self-inflicted injury, war or other hostile activities, and criminal or terrorist acts. A full list of exclusions is available in the policy terms and conditions, and is available on request from AllLife directly.

Will I be required to take an HIV test to be able to apply for cover?

No, you do not need an HIV test to be able to apply for cover.

How do I apply for an optimum life policy?

To qualify for an Optimum Life policy you must complete the Optimum Life application form, and commit to managing your HbA1C at a level of 8.5% or lower on an ongoing basis. You must also provide a negative HIV test on inception of the policy. AllLife offers cover to individuals living with HIV who have Type 2 diabetes mellitus through their Advantage Life for Diabetics product range.

What kind of life insurance does AllLife offer to people living with diabetes mellitus?

AllLife’s Optimum Life policy range provides pure risk life insurance to people living with Type 1 or Type 2 Diabetes. The policy will pay out should the life insured die during the term of the policy, regardless of whether death is accidental or health related.

If the premium payer passes away, what happens to the policy?

You need to inform the Customer service department on 0861 555 559, as you may then change the payer information to another person.

I just want a quote, what do I do?

Speak to one of our sales consultants; we do need some of your information in order to give you a quote.

If I do not claim after a certain period of time will I get some money back?

No there is no money back. To keep the product affordable, this is a pure risk policy and does not have a savings or investment component, therefore no money is paid back at the end of the term.

What is the waiting period?

There is no waiting period. Cover starts immediately after the first premium is received.

My mother/sibling/friend/relative is HIV-positive. Can you phone him/her? I will pay.

Yes, as long as this person is aware that you want to pay the policy on their behalf, and they are comfortable with speaking to us directly.

I am HIV-negative. So, which insurance company will you refer me to?

We do not make referrals to other insurance companies, but there are many providers of standard life insurance products in the South African market.

Why does AllLife only cover people with HIV?

We also cover people living with Diabetes. We have chosen to be a specialist provider of life insurance to these two client groups that traditionally were declined or found it very difficult to access life insurance.

Where did you get my contact number from?

AllLife utilises many marketing channels and third party service providers who are specialists in advertising across direct marketing channels on our behalf. Examples of such mass advertising are sms, email, and voice messaging that allow people to opt in, to receive further contact from us. We do not have databases of your personal information and at all times adhere to strict Direct Marketing protocols and the POPI Act.

Is my CD4 count not supposed to be above 200 when taking ARVs?

When a patient who has a low CD4 count is started on ART, most patients CD4 count will pick up after taking ART for 6 months. This is why the patient is monitored for 6 months, as the viral load will be suppressed. In cases where the CD4 count does not pick up, this could be that the bone marrow has been damaged by the virus, and that the patient needs to be commenced on steroids to help the formation of white blood cells.

What could be the reason my CD4 count is below 20 copies?

A CD4 test is not measured in copies BUT in cells, per mm3. Progressive immunosuppression in HIV-infected patients is associated with a wide variety of opportunistic infections e.g candidiasis and TB. These infections can cause the CD4 count to go below 20 cells. In this instance, a patient needs to be fast-tracked on ART.

What happens to my policy should my viral load not be controlled?

A client is given 6 months in which they should control the viral load. If, on the second test, the viral load is still above 1000 copies - then the policy benefits get reduced to temporary accidental cover until the viral load is suppressed under the 2.0 product. The policy can also be reduced to 10% of the initial cover amount under the 1.0 product. If the client provides proof from the doctor that everything possible has been done to improve the viral load control and that it is not the clients fault, then the full benefit of the cover will be restored.

What is the difference between funeral cover and life cover?

Funeral cover is designed to cover the burial costs when you pass away. A life cover policy is designed to ensure that your beneficiaries have money available to them in order to continue with life and to take care of everyday costs such as housing, education, food and clothing. These are all the day-to-day expenses that a funeral plan won’t cover at the time of payout.

Does AllLife offer a funeral cover?

Not at this stage.

What forms do I need to complete to submit a claim, as a beneficiary?

  • Fully completed AllLife claim forms
  • Copy of the death certificate
  • Copy of the BI-1663 (notice of death)
  • Copy of the beneficiary’s ID document
  • Copy of the beneficiary’s bank statement
  • Copy of the life insured's ID document

Will my premium increase after a claim?

Cover ceases to exist after claiming for disability – the disability benefit is an accelerated benefit and it means that only one claim per policy is allowed.

How do I change my personal details?

You call the Customer Care department on: 0861 555 559 who will be able to assist with any changes.

How do I choose who becomes my beneficiary?

You can choose any person to be a beneficiary. The decision is up to you. Choosing a beneficiary involves taking into consideration what you wanted the money to do for that person if you pass away.

How long will it take for the cover to be paid to my beneficiaries in the event of my death?

It depends on various factors. Should all claims documentation be received by AllLife and there are no outstanding factors, it could take anywhere between 4 to 8 weeks.

Who can I cover on my life policy?

This policy only covers you, the life insured. You may elect members of your family or any other person to benefit from the life policy should you pass away; these people are referred to as beneficiaries.

What is adherence?

Adherence to HIV Antiretroviral therapy means the close following of (and adherence to) your treatment regimen every day. This includes you taking the correct dose of each anti-HIV medication at the correct time and exactly as prescribed. Adherence is very important for successful HIV treatment. Both the HIV Clinicians Society and World Health Organisation (WHO) recommends that a person living with HIV should monitor their CD4 count regularly.

AllLife will help you manage your health by reminding you to:

  • Go for a CD4 count test every 6 months;
  • If your CD4 count falls below 350-200 cells / mm3, you MUST start Anti-retroviral therapy immediately;
  • Once you are on ART you need to go for a CD4 count and Viral Load test every 6 months.

These tests and medication are payable by either you or your medical aid; and they can also be done at a Government facility free of charge. To stay healthy - you have to stay on the ART regimen every day of the week and you have to take the medicine at the same time each day of the week. Following this protocol is a requirement of this policy and it can help you live a healthier and longer life.

How do I go about making a claim?

You (for disability claims) or your beneficiaries (for a death claim) need to call AllLife, the claims department will ask you to fill in forms and submit certain documentation.

My CD4 count is below 200. Can AllLife still cover me?

Yes – you can get Accidental Death cover. Once your CD4 count has reached 200 or more, you can then apply for Comprehensive life cover.

What type of medical test do I have to go through to get a life cover with AllLife?

The most basic test is a CD4 count test. AllLife covers the cost of the initial tests. Further tests may be required depending on your medical history and lifestyle.

How old do I have to be to get a life cover with AllLife?

Minimum age of 18 years old – maximum entry age to the cover is 59.

What kind of life insurance does AllLife offer to people living with HIV?

AllLife’s Advantage Life range of policies provides pure risk life and permanent disability insurance to people living with HIV. These are NOT funeral policies, but similar in nature to life insurance policies available to non-HIV+ people. The policy will pay out should the life insured die or become permanently disabled during the term of the policy, regardless of whether death is accidental or health related, including claims that may result from the progression of the HIV disease to AIDS. This means that people living with HIV can now provide their dependents with the financial security that non-HIV+ individuals enjoy. AllLife also offers cover to individuals living with HIV who have Type 2 diabetes mellitus through their Advantage Life for Diabetics product range.

Do I have to be on medical aid to get Life Cover with AllLife?

No – The Adherence benefit requires that you go for certain blood tests every 6 months, and these tests are free at Government facilities.

What happens if I become non-adherent?

After several warnings (via sms, email, fax and/or post) to remind you to remain adherent, non-adherence will result in accidental death benefit cover only. All other benefits will cease.

What is a viral load test?

A viral load test is a blood test that measures the amount of HIV virus in a drop of blood. It can range from undetectable to above a million copies/ml.

What is a CD4+ count test?

A CD4+ count test is a blood test to evaluate the strength of the immune system in people who have been diagnosed with HIV. CD4+ cells are a type of white blood cell (a key part of the immune system). Results can range from 0 – 2 000 cells/mm3. Having a CD4+ count of less than 200 cells/mm3 is defined as having AIDS.

Is my HIV status confidental?

Yes. AllLife keeps all your personal information confidential and only uses it for pricing and adherence purposes. Your HIV status is not even shared with the Association for Savings and Investment South Africa (ASISA).

Does AllLife have exclusions on claims on an advantage life policy?

We do have a number of necessary exclusions on claims. These include, but are not limited to, claims as a result of suicide or self inflicted injury, war or other hostile activities, and criminal or terrorist acts. A full list of exclusions is available in the policy terms and conditions, and is available on request from AllLife.

Does AllLife provide cover to people living with AIDS?

No. AllLife cannot provide cover to people who have AIDS at application stage. However, should successful initiation of anti-retro viral therapy (ART) result in an improvement in CD4+ count or disease status, cover may then be provided. After policy inception, the only requirement is that the life insured remains adherent to appropriate monitoring and treatment.

If I have a term product, what happens at the end of the term?

The life cover provided will expire at the end of the term. If you still require life cover you will need to reapply, and we will be happy to assist you to do so.

Is AllLIfe registered with the financial services board?

Yes. AllLife is an Authorised Financial Service Provider - FSP license number FSP 4946.

How are claims paid?

If the life insured dies (or becomes permanently disabled, in the case of a life and disability policy) during the term of the policy, the claimant(s) must notify AllLife of the claim as soon as possible. We will assist them to complete the necessary documentation to verify the claim (as well as verifying their rights to claim on the policy) as quickly as possible so that we can complete our assessment of the claim and pay out the benefits due to them.

I do not have medical aid, will this affect my policy application?

No. We do not require you to be on a medical aid scheme. However a medical aid scheme may pay for your blood tests and other medical expenses. Not having a medical aid may result in you having to cover the costs of all blood tests and medication yourself, or needing to access treatment through the public health sector.

Can I take a loan on my policy?

AllLife does not grant loans. You may, however, be able to cede your policy as security to a loan provider.

Will I be able to cancel the policy?

Yes. However, there will be no refund of premiums already paid, except within the first 30 days of policy inception (where AllLife will refund your premium(s) less any costs we incur).

How is AllLife able to insure individuals whom other life insurers would decline, or where expensive risk loading would normally be applied?

We understand that HIV is a chronic manageable disease and NOT a death sentence. Through our adherence program, we help manage our clients’ health and therefore help them live a longer, healthier life. We routinely remind our clients of their health commitments, and we alert them to potential health concerns so that they can take appropriate action to maintain their wellbeing. Our data shows that within the first 6 months of taking out life insurance with us, our clients’ health improves on an average of 15%. Our clients therefore are simply NOT considered to be a high risk. This unique approach to life insurance enables us to offer more competitively priced cover, and to extend cover to individuals who the established life insurance industry may regard as ‘uninsurable’.

Will I qualify for cover if I live in South Africa, but I am not a South African citizen?

Yes. You must however be in possession of a valid South African Identity Document and provide a copy of this to us with your application. We require a valid SA bank account to collect premiums and pay claims.

What kind of life insurance does AllLife offer?

AllLife provides comprehensive pure risk life insurance policies to people living with HIV or with Type 1 or Type 2 diabetes mellitus. Our policies pay out should the life insured die during the term of the policy.

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