Got Questions?

We answer your questions on HIV.

Discover the real answers to your questions about HIV. 


Guidelines for a healthy heart while managing diabetes.

AllLife provides world class, pure risk life insurance policies to people living with HIV.

Our policies pay out should the life insured die during the term of their policy.

By offering this policy to people who meet the health requirements, AllLife reduces the cost of life cover for people living with HIV.

AllLife will remind policyholders to go for their blood tests every six months. As long as policyholders comply and the tests show that they are taking their antiretroviral treatment, their cover will continue.

If the blood tests show that the antiretroviral treatment is not working, policyholders are expected to visit their doctor and change their treatment to a more effective programme.

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 the medical history and synopses of current medical conditions from each client.

We then consult with the potential client, and outline the life cover options that may be specifically available for them.

Does AllLife have a conflict of interest policy?


If I’m going to be out of the country and 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 laboratory forms.

Can I have my blood tests done in any laboratory?

No. AllLife will 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.
  • Ampath: 012 344 4518.

If you would like to use other SANAS-approved laboratories, you should call us to confirm that we can accept the results.

Does AllLife pay for my Antiretroviral Therapy (ART)?

No. Payment for your antiretroviral treatment (and all blood tests required to prove adherence) is for your cost.

These costs may, in fact, be paid as a Prescribed Minimum Benefit (PMB) by your medical aid, managed health care company, or by the public health sector.

What does health monitoring mean?

Health monitoring means managing your HIV infection appropriately, which includes:

  • Going for regular HIV monitoring blood tests.
  • Starting antiretroviral treatment (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 monitors your health through access to your blood test results.

AllLife regularly communicates with clients regarding their adherence status.

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. These are available on request from AllLife.

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.


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

You need to inform the Customer Service Department on 0861 555 559. The AllLife Customer Service Department will assist with helping you change the payer information to another person.

How do I get a quote?

Speak to one of our AllLife sales consultants. We do need some of your information to give you a quote.

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

No. This is a pure risk policy and does not have a savings or investment component. No money is paid back at the end of the policy term.

What is the waiting period?

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

My mother/sibling/friend/relative is HIV-positive. Will I be able to pay for their policy?

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.

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. These client groups were traditionally declined for, 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.

Must my CD4 count be below 200 when taking ARVs?

When a person who has a low CD4 count is started on ART, most people’s CD4 count will pick up after taking ART for 6 months. This is why the person 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. This person may needs commenced on steroid treatment to help the formation of white blood cells. They are advised to make an appointment with a qualified medical professional.

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

A CD4 test is not measured in copies. A CD4 test is measured in cells, per mm3. Progressive immunosuppression in people with HIV is associated with a wide variety of opportunistic infections, e.g. Candidiasis and TB. These infections can cause the CD4 count to drop. In this instance, a person must be fast-tracked onto ART.

What happens to my policy if my viral load is not controlled?

A client is given 6 months, during which time their body should be able to get their viral load under control. If, on the second test, the viral load is still above 1000 copies, then the policy benefits are reduced to temporary accidental cover until the viral load is suppressed. The policy can also be reduced to 10% of the initial cover amount. If the client provides proof from the doctor that everything possible has been done to improve the viral load, and that it is not the clients’ fault, then the full benefit of the cover can 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 living costs. These are all the day-to-day expenses that a funeral plan won’t cover at the time of payout.

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. Only one claim per policy is allowed.

How do I update my personal details?

You call the AllLife Customer Service Department on 0861 555 559.

How do I choose who becomes my beneficiary?

You can choose any person to be a beneficiary. The decision is up to you.

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 you elect 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 each day, and exactly as prescribed. Adherence is very important for successful HIV treatment. The HIV Clinicians Society and World Health Organisation (WHO) recommend 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 Antiretroviral 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 you or your medical aid, and can also be done at a public health facility, free of charge.

Following this protocol is a requirement of this policy. Adherence 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. Will 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 take to get 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?

The minimum entry age for AllLife life cover is 18 years old. The maximum entry age for AllLife life 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 are 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 HIV towards AIDS.

People living with HIV can now provide their dependants 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 public health 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 in a drop of blood. It can range from undetectable to more than 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, and a key part of the immune system. Results can range from 0 – 2 000 cells/mm3. Having a CD4+ count of fewer than 200 cells/mm3 is defined as having AIDS.

Is my HIV status confidential?

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


Does AllLife provide cover to people living with AIDS?

No. AllLife cannot provide cover to people who have AIDS at the application stage. Should the successful initiation of antiretroviral 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 re-apply. 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. The AllLife FSP license number is FSP 4946.

How are claims paid out?

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 (and verify their rights to claim on the policy) as quickly as possible.

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. 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 public health facilities.

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. 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 ensure 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 programme, we help our clients manage their health and help them live a longer, healthier life.

We routinely remind our clients of their health commitments. We alert our clients 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 AllLife, our clients’ health improves on an average of 15%.

Our clients, therefore, are simply NOT considered to be 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.

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