Question 1

What is Metrosure and how does it work?

Accepted Answer

Metrosure Insurance Brokers is an authorised Financial Services Provider (FSP 47089) that helps South Africans find the right insurance cover. Unlike direct insurers, we work with over 30 leading insurance companies to compare products and find you the best cover at the best price. You get a dedicated portfolio manager who handles your policies, renewals, and claims.

Question 2

What insurance do I actually need?

Accepted Answer

The insurance you need depends on your situation. At minimum, most South Africans should have: funeral cover (to spare your family immediate costs), life cover if you have dependents or debt, car insurance if you own a vehicle, and household contents insurance for your possessions. If you're unsure, our portfolio managers can assess your needs and recommend appropriate cover.

Question 3

How do I get an insurance quote?

Accepted Answer

You can get a quote online in about 5-10 minutes by completing our quote form. Alternatively, call us on +27 31 301 1192 or visit one of our offices. Once submitted, our portfolio managers review your details and typically provide a tailored quote within 24 hours. There's no obligation to buy.

Question 4

Which insurance companies do you work with?

Accepted Answer

We partner with over 30 leading South African insurers including Liberty, Sanlam, Discovery, Old Mutual, MiWay, King Price, Hollard, Santam, Momentum, and many more. This allows us to compare products across the market and find the best fit for your needs and budget.

Question 5

Is Metrosure a legitimate company?

Accepted Answer

Yes, absolutely. Metrosure Insurance Brokers (Pty) Ltd is an authorised Financial Services Provider regulated by the Financial Sector Conduct Authority (FSCA) under FSP licence number 47089. We've been operating since 2013 with offices in Durban, Pietermaritzburg, Pretoria, and Boksburg. You can verify our FSP status on the FSCA website.

Question 6

How do I file an insurance claim?

Accepted Answer

To file a claim: 1) Contact us immediately on +27 31 301 1192 or email claims@metrosuregroup.co.za. 2) Have your policy number, ID, and incident details ready. 3) We'll guide you through the specific documents needed. 4) We submit your claim to the insurer and follow up on your behalf. For emergencies, most insurers have 24-hour claims lines.

Question 7

What documents do I need for a claim?

Accepted Answer

Required documents vary by claim type. Generally you'll need: certified copy of your ID, proof of ownership/value, police report (for theft/accidents), death certificate (for life/funeral claims), medical reports (for disability claims), and photos of damage (for property claims). Your portfolio manager will provide a specific checklist based on your claim.

Question 8

How long does a claim take to process?

Accepted Answer

Claim timelines vary by type and complexity. Funeral claims typically pay out within 24-48 hours. Motor claims for minor damage take 5-10 working days. Life insurance claims usually take 5-14 working days. Complex or disputed claims may take longer. We follow up regularly with insurers and keep you updated throughout the process.

Question 9

What if my claim is rejected?

Accepted Answer

If your claim is rejected, we'll explain the reasons and explore your options. You have the right to dispute the decision through the insurer's internal complaints process. If unresolved, you can escalate to the Ombudsman for Short-term Insurance (OSTI) or Long-term Insurance Ombudsman (free service). We can guide you through the appeals process.

Question 10

Will making a claim affect my premium?

Accepted Answer

Claims can affect future premiums, but not always. Insurers consider claim frequency and type. A single claim usually has minimal impact. Multiple claims in a short period may increase premiums or affect your no-claim bonus. We can advise whether a small claim is worth lodging versus paying excess and preserving your claims record.

Question 11

How do I update my personal details?

Accepted Answer

Contact your portfolio manager on +27 31 301 1192 or email info@metrosuregroup.co.za with the changes. Common updates include address changes, adding/removing drivers, updating beneficiaries, and changing banking details. Some changes may affect your premium. We'll confirm any adjustments in writing.

Question 12

How do I change my beneficiaries?

Accepted Answer

To update beneficiaries on life or funeral policies: 1) Contact us with the new beneficiary's full name, ID number, relationship to you, and percentage allocation. 2) We'll send you a beneficiary nomination form. 3) Complete and return the signed form. Changes typically take effect within 48 hours of processing. Keep beneficiary details current - it's crucial for smooth claims.

Question 13

How do I cancel my policy?

Accepted Answer

To cancel, contact us in writing (email is fine) with your policy number and requested cancellation date. Most policies require 30 days' notice. We'll confirm cancellation in writing and any pro-rata refund due. Before cancelling, consider: are you replacing cover elsewhere? Is there a waiting period on the new policy? We can help you evaluate options.

Question 14

What happens if I miss a premium payment?

Accepted Answer

If you miss a payment, most policies have a grace period (typically 30-31 days) during which cover continues. After this, the policy lapses and cover stops. Some insurers offer reinstatement within 3-6 months subject to health checks and arrears payment. Contact us immediately if you're struggling to pay - we may be able to arrange reduced cover or payment plans.

Question 15

How do I get copies of my policy documents?

Accepted Answer

Contact your portfolio manager and we'll email or post copies of your policy schedule, terms and conditions, and any endorsements. You should receive documents within 2 business days. Keep digital and physical copies of all insurance documents in a safe place.

Question 16

How much life cover do I need?

Accepted Answer

A good starting point is 10-15 times your annual income, but the right amount depends on your situation: your debts (bond, car, loans), number of dependents, future expenses (education), and existing cover (group life). According to ASISA 2025, the average South African needs R2.1 million but only has R800,000. Our calculator can help you work out your specific needs.

Question 17

What's the difference between life cover and funeral cover?

Accepted Answer

Life cover pays a larger lump sum (R100,000 to R12 million) to replace income, pay off debts, and secure your family's long-term future. Funeral cover is designed specifically for immediate funeral costs (R5,000 to R50,000) and pays out within 24-48 hours. Most families benefit from having both types of cover.

Question 18

What is the waiting period for life insurance?

Accepted Answer

Most life policies have a waiting period of 6-24 months for natural death claims. This means if you die from natural causes (illness, disease) within the waiting period, the full benefit may not be paid - usually only premiums are refunded. Accidental death is typically covered from day one. The waiting period prevents fraudulent claims and keeps premiums affordable.

Question 19

Do I need a medical exam for life insurance?

Accepted Answer

For most cover amounts (up to around R2-3 million), no medical exam is required - you'll answer health questions on the application. Larger amounts may require blood tests, medical reports, or a full examination. Pre-existing conditions must be disclosed - non-disclosure can void your policy. We guide you through the process and help you find the most suitable cover.

Question 20

Is my employer's group life cover enough?

Accepted Answer

Probably not. Employer group life typically covers 2-4 times your annual salary, while experts recommend 10-15 times. More importantly, group cover ends when you leave your job - and you may not qualify for personal cover later due to health changes. A personal policy provides continuous protection regardless of employment status and is often cheaper when you're younger and healthier.

Question 21

How much does a funeral cost in South Africa?

Accepted Answer

Funeral costs vary widely based on your choices. A basic burial starts at R8,000-R15,000. A traditional funeral with catering for 50 guests costs R70,000-R84,000. Premium funerals with all extras can reach R120,000-R150,000. Costs include: coffin (R2,000-R15,000), burial plot (R2,200-R11,000), funeral parlour fees, catering, transport, and tombstone.

Question 22

How quickly does funeral cover pay out?

Accepted Answer

Most funeral policies pay out within 24-48 hours of receiving required documents (death certificate, ID, claim form). This rapid payout is crucial - your family shouldn't have to worry about money during a difficult time. Some policies even offer interim payments while full documentation is being gathered.

Question 23

Can I cover my whole family on one funeral policy?

Accepted Answer

Yes, most funeral policies allow you to add family members. Typically you can cover: spouse (100% of main member cover), children (usually 50% of cover), parents and in-laws (usually 75% of cover), and some policies allow extended family (aunts, uncles, cousins) at additional cost. Family plans are often more affordable than separate individual policies.

Question 24

What is the waiting period for funeral cover?

Accepted Answer

Most funeral policies have a 6-month waiting period for natural death (illness, disease). During this period, if death occurs from natural causes, usually only premiums paid are refunded. Accidental death is covered immediately from day one. Some policies offer reduced waiting periods (3 months) at higher premiums. The waiting period exists to prevent fraud and keep premiums low.

Question 25

Why do I need funeral cover if I have savings?

Accepted Answer

Savings may not be accessible immediately when needed. Banks often freeze accounts upon death notification pending estate processes. The estate administration can take months. Funeral cover pays out within 24-48 hours, ensuring your family can proceed with dignified arrangements without financial stress or delays. It's protection, not a savings replacement.

Question 26

What are my rights under POPIA?

Accepted Answer

Under the Protection of Personal Information Act (POPIA), you have the right to: know what personal information we hold about you, request correction of incorrect information, request deletion of your information (subject to legal retention requirements), opt out of direct marketing, and lodge a complaint with the Information Regulator. We protect your data and only use it for insurance purposes.

Question 27

How does FAIS protect me?

Accepted Answer

The Financial Advisory and Intermediary Services Act (FAIS) requires us to: be licensed (FSP 47089), act honestly and with integrity, provide you with suitable advice for your needs, disclose all fees and commissions, have a complaints process, and carry professional indemnity insurance. If you're unhappy with our service, you can complain to the FAIS Ombud.

Question 28

How do I lodge a complaint?

Accepted Answer

To lodge a complaint: 1) Contact your portfolio manager first - most issues can be resolved quickly. 2) If unresolved, email complaints@metrosuregroup.co.za with details. 3) We'll acknowledge within 3 days and aim to resolve within 21 days. 4) If still unhappy, you can escalate to the FAIS Ombud (for advice issues) or relevant insurance Ombudsman (for claims). These services are free.

Question 29

What is Treating Customers Fairly (TCF)?

Accepted Answer

TCF is a regulatory framework ensuring financial service providers treat customers fairly at all stages. This means: products must be designed to meet identified customer needs, you receive clear information to make informed decisions, advice is suitable for your circumstances, products perform as expected, claims are handled fairly and promptly, and switching products is easy. We're committed to these principles.

Question 30

Can I cancel a policy I just bought?

Accepted Answer

Yes, under South African law you have a 30-day cooling-off period for most insurance policies. If you cancel within 30 days of receiving your policy documents (and haven't made a claim), you're entitled to a full refund of premiums paid. After 30 days, standard cancellation terms apply - usually 30 days' notice.

Question 31

What payment methods do you accept?

Accepted Answer

Most policies are paid via debit order from your bank account - this is the most reliable method and often qualifies for discounts. You choose your debit order date (usually 1st, 15th, 25th, or last day of the month). Some insurers accept credit card or Persal deductions for government employees. Annual upfront payment is sometimes available at a discount.

Question 32

Can I change my debit order date?

Accepted Answer

Yes, contact your portfolio manager to change your debit order date. Most insurers offer options around the 1st, 15th, 25th, or last day of the month. Changes typically take effect from the following month. Choose a date just after you receive your salary to avoid returned debit orders.

Question 33

Why did my premium increase?

Accepted Answer

Premiums may increase for several reasons: annual CPI-linked increases (common for life products), age-related increases (especially life and health), claims history, changes to your risk profile (e.g., new drivers), or changes to the asset value insured. Your annual renewal letter will explain any changes. We review your cover annually to ensure you're getting value.

Question 34

What happens if my debit order fails?

Accepted Answer

If your debit order fails, most insurers retry once. You'll receive notification and have a 30-31 day grace period to pay before cover lapses. Failed debit orders may incur bank charges. If struggling to pay, contact us immediately - we may be able to arrange alternative payment dates, reduced cover, or a payment plan to keep your policy active.

Question 35

How do I become a retail partner with Metrosure?

Accepted Answer

To become a partner: 1) Complete our partnership enquiry form or call our B2B team on +27 31 301 1192. 2) We schedule a discovery meeting to understand your business and customer base. 3) Our team conducts a site assessment. 4) We present a tailored partnership proposal with revenue projections. 5) Once agreed, we handle recruitment, training, and compliance - you provide the floor space. Most partnerships launch within 6-8 weeks.

Question 36

What types of businesses can partner with Metrosure?

Accepted Answer

We partner with businesses that have regular customer foot traffic. This includes: retail chains (fashion, furniture, electronics), furniture and appliance stores, mobile and telecommunications retailers, automotive dealerships, and financial services outlets. Whether you have 1 store or 100, we design a partnership model that works for your scale. The key requirements are floor space for our team and alignment with our community-focused values.

Question 37

Do I need an FSP licence to partner with Metrosure?

Accepted Answer

No - that's the key benefit. Metrosure holds FSP licence 47089 and handles all FAIS compliance, licensing, and regulatory requirements. We deploy our own FSP-licensed advisors in your stores. You simply provide the floor space and access to customers. This eliminates compliance burden, training costs, and regulatory risk for your business. We manage all record-keeping, audits, and FSCA submissions.

Question 38

How does the revenue sharing model work?

Accepted Answer

Partners earn a percentage of insurance premiums sold in their stores - genuine passive income with no upfront costs. The exact percentage depends on store location, customer volume, and services offered. We cover recruitment, training, equipment, and compliance. Many partners find the revenue share exceeds the value of floor space provided within 6 months. Contact us for a personalised revenue projection.

Question 39

What does Metrosure provide to retail partners?

Accepted Answer

We provide everything needed: fully trained, FSP-licensed sales advisors; all compliance and regulatory management; branded point-of-sale materials and equipment; ongoing training and performance coaching; a dedicated partnership manager; daily quality assurance monitoring (95% average); and monthly performance reports. You focus on your core retail business while we handle the insurance operation.

Question 40

What are the minimum requirements to partner?

Accepted Answer

Basic requirements include: dedicated floor space for an advisor (typically 4-6 square metres), customer foot traffic of at least 500 people per week, alignment with our product offerings, willingness to integrate our team into your customer journey, and a 12-month minimum partnership commitment. We're flexible on setup and can adapt to your store environment.

Question 41

How do you ensure quality in partner stores?

Accepted Answer

We maintain a 95% quality assurance standard across all locations. This includes: daily call monitoring and transaction audits, mystery shopper assessments, customer satisfaction surveys, weekly performance reviews with advisors, monthly partner reports with detailed metrics, and immediate escalation of compliance concerns. Our QA team ensures your brand is protected and customers receive excellent service.

Question 42

How long does it take to launch a partnership?

Accepted Answer

From signed agreement to go-live typically takes 6-8 weeks: site assessment and planning (week 1-2), recruitment and selection of advisors (week 2-4), comprehensive FAIS training (week 4-6), equipment installation and branding (week 5-6), and soft launch with full support (week 6-8). Larger rollouts across multiple stores are phased. We assign a dedicated project manager to ensure smooth implementation.

Question 43

What are in-store insurance campaigns?

Accepted Answer

Our in-store campaigns deploy trained Metrosure representatives directly at your retail locations. Our teams engage customers, explain insurance products (funeral cover, life insurance, credit life), and handle the entire sales process. We provide dedicated sales teams, full product training, customer engagement strategies, and performance tracking. This is our most popular partnership model.

Question 44

What is device insurance for retailers?

Accepted Answer

Our device insurance programme lets electronics and mobile retailers offer protection at point of sale. When customers purchase phones, laptops, or tablets, our advisors present affordable plans covering accidental damage, screen breakage, theft, and mechanical breakdown. This increases average transaction value and creates ongoing revenue from premiums. We've achieved attachment rates of up to 62% on financed devices.

Question 45

How does the device leasing programme work?

Accepted Answer

Our device leasing helps retailers offer affordable financing on electronics without credit risk. Metrosure provides the financing facility, handles credit assessments, and manages collections. Insurance is bundled to protect against defaults. Benefits include: increased sales of higher-value items, no credit risk to you, reduced default rates (we've seen 35% reductions), and revenue share on financing and insurance.

Question 46

What call centre services does Metrosure offer?

Accepted Answer

Our call centre handles outbound sales campaigns, customer service, and lead generation for partners. Services include: telesales for insurance products, appointment setting, customer retention calls, welcome calls for new policyholders, and lead qualification. All agents are FAIS-accredited with 95% quality assurance. We operate as a white-label extension of your brand or under the Metrosure name.

Question 47

Do you offer corporate group insurance for businesses?

Accepted Answer

Yes, we arrange comprehensive group benefits through leading SA insurers for businesses with 10+ employees. This includes: group medical aid, group funeral cover, group retirement funds (pension and provident), employee risk benefits (income protection, disability, dread disease), and group life assurance. Group schemes offer lower premiums than individual policies and simplified underwriting.

Question 48

What's the minimum employee count for group cover?

Accepted Answer

Most group schemes work best with 10 or more employees for favourable underwriting and group rates. However, we can arrange cover for smaller groups through specially negotiated arrangements with insurers. Benefits include employer tax deductions, lower premiums than individual policies, and a single point of contact for all employee benefits.

Question 49

Can Metrosure manage our entire insurance sales division?

Accepted Answer

Yes, through our Outsourced Sales & Marketing service. We become your in-house insurance sales arm, handling everything from recruitment and FAIS training to performance management and compliance. We provide staff, marketing collateral, and ongoing coaching. This lets you facilitate insurance product sales without building internal capability. Many retailers have grown from 2 advisors to 18+ permanent staff through this model.

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