FAQs

Instant Insurance

All your general, cover, claims & cancellation related questions answered!

How to contact Granadilla

How to join or sign up for instant insurance with Granadilla Insurance

We’d love to have you as part of the Granadilla family!

You can get cover from our chatbot, Nandi (bottom right). She will guide you through the sign up process step by step.

Easy-peasy-Granadilla-squeezy!
I want to know what it will cost before I sign up…

If you would like to have a quote done, click here to receive an instant quote. Once you are happy with what you see, all you need to do is sign up and join the Granadilla family!

Easy-peasy-Granadilla-squeezy.…
Age requirements to get insured with Granadilla

The minimum age required is 18 and the maximum age that we allow you to get insured is 69.
Any way for me to save money insuring with Granadilla?

Well, if you are with Granadilla, you are already saving money!

We offer some of the lowest premiums in the market. The more you insure, the more you save.

We offer multi-product cover discounts.
Excess, what does it boil down to?

An excess is the amount you are responsible for paying towards your own claim.
Why are Granadilla premiums so competitive?

Ever heard of the phrase, “if it’s too good to be true, it probably is”? Well, at Granadilla Insurance we are kinda flipping that on its head – we are 100% true, no hidden catch!

We are an Insurtech company. The ‘tech’ part being extremely important. We use artificial intelligence, machine learning and automation to power our business.

This means that we don’t need a huge team of people, our tech does most of the work for us, at a fraction of the cost, in a fraction of the time, and extremely accurately. We also don’t have a call centre and are paperless.

All these cost savings are passed over to you, our customer.

Happy days!
Does Granadilla have underwriters?

Granadilla Insurance is a proudly South African company.

Policies are underwritten by Bryte Insurance Company Limited, a registered insurer and authorised financial services provider. (FSP #: 17703)

We are backed by giants, who are backed by titans!

Bryte Insurance Company Limited is Southern Africa’s premier, proactive business risk specialist.

Through its unparalleled industry insights, proven expertise and foresight, Bryte Insurance partners with customers and brokers to protect their businesses and improve their risk profiles.

Bryte Insurance Company Limited is a subsidiary of Fairfax Financial Holdings Limited. Fairfax is a holding company based in Toronto, Canada which, through its subsidiaries, is engaged in property and casualty insurance and reinsurance and investment management.

Now that’s a mouthful.
Which countries’ citizens do you insure?

For the moment we only insure South Africans.

But we are ever expanding and will be offering cover to one and all soon.

Watch this space!
What is the excess on Gadgets / Portable Possessions?

‘Excess’ is the amount you are responsible for paying towards your own

claim as set out in the Policy Benefit Cover.

What you must pay

You will have to pay an excess before your claim can be processed and a replacement portable possessions is delivered to you or a pay out is made

If you claim for more than one item as part of the same claim, each item has its own applicable excess.

We will notify you when the excess is due for each item.

The excess is calculated as a percentage of the insured value of your portable possession and is based on the number of claim-free months your current cover has been active.

Month 1 – 11 = 15%

Month 12 – 35 = 7.5%

Month 36 onwards = 0%

If you have a claim in these periods, your excess will reset to Month 1. A maximum of 3 claims per 2-year period applies for portable possessions insured unless multiple items are insured with Granadilla and these items were stolen in the same incident, providing sufficient evidence at our request.

TERMINOLOGY

Terminology – frequently used wording explained Industry Lingo

The date on which cover begins under this policy as set out in the Policy Schedule.
‘Excess’ is the amount you are responsible for paying towards your own claim as set out in the Policy Schedule.
The Financial Sector Conduct Authority https://www.fsca.co.za
Extra time for the outstanding premium to be paid in full.
Information that affects our decision to insure your property on the terms and conditions in this policy.

FOR EXAMPLE –

Moving to a new address
Portable possessions
Moveable possessions (often taken out of your home).
Change of ownership.

FOR EXAMPLE –

Mobile phones
Laptops
Tablets
Cameras etc
The period for which we have received your premium.
Means the owner of the registered portable possessions.
A legal document that forms part of your Granadilla policy. It sets out your details, your cover and your premium.
The premium due as set out in the Policy Schedule/ premium section of your policy. This is the amount that you agreed to pay us for your cover.
The date on which you must pay the premium.
The date in each month that we will debit the premium payer’s bank account, as set out in the Policy Schedule document for your policy.
The frequency at which your policy premium is collected. This is monthly.
A qualifying portion of the premium paid, according to the number of remaining days covered on the policy.
The Quick reference guide is a separate document that contains contact details and other important information to ensure you always have all the information you need.

This document does not form part of your policy. It is important to keep the Quick reference guide with your policy wording and Policy Schedule.

You can contact us, Bryte or any of the Ombudsman as set out in the Quick reference guide.
is a juristic representative of BRYTE INSURANCE COMPANY LIMITED

(Reg. No. 1965/006764/06) (VAT No. 4530103581)

All policies issued by Granadilla (Pty) Limited are underwritten by Bryte

Insurance Company Limited an Authorised

Financial Services Provider (FSP No. 17703)

Cover

Can I change your mind about this policy?

Should you change your mind about this policy, you may cancel your cover within

30 days from the cover start date.

In this case you will receive a full refund of the premium paid, provided that no claim has been submitted and paid under this policy.
Can I transfer my cover?

If the person is older than 18 years of age, they will need to take out cover in their own name.
What you need to have in order for us to cover you.

Granadilla can only sell insurance to qualifying persons. A qualifying person is someone who:

- Is a South African citizen with a SA ID number;
- Lives in South Africa;
- Has a South African cellphone number;
- Is 18 years or older.
How do I insure additional items like a camera lens?

You bundle it all together and insure the total value of the camera and all the camera equipment together under one policy : )
After Granadilla and Bryte Insurance’s admin fees have been deducted, the remainder of all premiums paid by all members are set aside to pay claims.

In order to be fair to all Granadilla customers, it is important that the amount you contribute is aligned to the amount of risk added to all other Granadilla customers.

For example, if you specify a value that is half of what the retail value is, your premium will be half of what you should be paying and it’s only fair to all Granadilla customers that if you need to submit a claim, your claim value will be a maximum of half of the retail value, not the amount you specified.

It is therefore very important that you specify the correct value for each item you get cover for. This must always be what the device would cost to replace today.

If you need to correct the value of an item you’ve added you can easily do so by adjusting the value up or down by tapping on the item from the home screen in our app and clicking on the minus (“-“) or plus (“+”) buttons.

Please note: that changing the value of the item WILL affect your premium and you may need to pay a pro- rata amount (if you increase the value) or you will receive a refund (if you decrease the value)

If you specify an incorrect value, we may contact you to adjust the value.

If you specify an incorrect value, you may still submit a claim. However, we will always apply the law of averages when assessing your claim.

For example:

If you insured your device for R10,000 and the current retail value is R7,500 the following will apply:

Stolen / Lost portable possessions claim

We will provide a replacement device or pay you out the sum to the maximum of R7,500.

Damaged portable possessions claim
For example:
You damaged the screen on your smartphone and the replacement cost is R3,000. You have specified an amount of R7,500 which is equal to 75% of the retail value, therefore we would only pay you out R2,250.
My device was a gift.

Unfortunately, we cannot insure a device if you don’t have proof of purchase / gifting..
Can I edit or revise my cover?

Of course!

The joys of technology are that you can instantly update your details.

Anytime you want to make a change just chat to Nandi (bottom right corner).
Am I covered even in different parts of South Africa?

Yes you are.

We know that you are on the go and you make use of your items wherever you are.

Whether you’ve decided to take your laptop on your business trip to Cape Town, or if you are taking pictures with your smartphone on your tour of the Garden Route, we make sure that you are always covered, the Granadilla way!
Am I covered even while on the go?

Yes of course!

We know that life is busy and that you are on the go and you make use of your items wherever you are.

Whether you’ve decided to take your laptop and work from a coffee shop, or if you are taking pictures with your smartphone on a morning hike, we make sure that you are always #CoveredByGranadilla.
What if I’m already insured by somebody else?

Without a doubt!

All you have to do is cancel your current insurance and when your notice period is over you can sign up with Granadilla.

The amazing thing about Granadilla Insurance is that you don’t have to contact us days or weeks or months in advance to get cover or to sign up.

Once your current insurance is cancelled, you can sign up and get covered within seconds!
What about signing forms…

Not at all, we don’t need you to fill out or sign any tedious forms!

We are paperless, automated, quick, simple and cheap – c’mon, what are you waiting for?
When does my cover start

As soon as you’ve completed the payment process, you’re covered.

Easy-peasy Granadilla-squeezy!

Any outstanding documents may affect any future claims, and we don’t want that.
How long do I have to decide if I’d like to accept Granadilla’s Quote?

Everything we do is instant so your quote is valid for that instant – to the minute!

If you sign up in the middle of the month, we won’t charge you for the whole month. Instead, we instantly work out the pro-rata amount you owe for the remainder of the month -to the minute!

If you choose not to go ahead right then, come back when you’re ready.
Do I need any documentation to get cover?

Because we are an automated system, we don’t require you to fill in a ton of paperwork.

Save the trees!

We have our friendly bot, Nandi, who will ask you all the right questions so that we can get to know you better and get you the best price.

All we will ask for is:

- a pic of your device showing that day’s date
- your ID number to back that up
- Proof of purchase, contract, invoice or receipt
- For your smartphone (the most important thing in your life), we need your IMEI number which you can obtain by dialling *#06#
- You will also need to provide the serial number of your device.

Claims

I need to claim, how do I do it?

Like everything else we do, we always try to make all our processes as simple and efficient as possible.

Say goodbye to call-centres!

You can send in your claim within a minute – literally!

Chat to Nandi (bottom right corner).

To start the claims process send us your video and supporting documentation to claims@granadilla.ai
How to blacklist your stolen cellphone and submit proof to us.

Why should I blacklist my phone?

When your phone is lost or stolen, you have to get it blacklisted to make sure it does not perpetuate the criminal market for stolen phones, as it blocks the phone from being used on local networks and won’t easily be resold.

All smartphone claims require valid evidence that the phone has been blacklisted before the claim can be processed.

How should I blacklist my phone?

Step 1: Inform your network provider of your loss:
Cell C: 140 from Cell C numbers or 084-140 from other cellphone networks.
MTN: 173 (pre-paid) or 808 (contract) from MTN numbers or 083-1-173 from a landline or other cellphone networks.
Vodacom: 111 from a Vodacom number or 082-111 from a landline.

Step 2: You will get a reference number to prove that your cellphone has been blacklisted. This is called your ITC number. Ask your network provider to send you this number via SMS or email – you will need it later.

Step 3: If your phone was stolen, report the loss of your cellphone to your nearest police station by giving them the ITC number, and the police will then register a criminal case for the theft.
Take a picture of the complete case docket – you will need it later.

What next?

Upload the SMS or email from your network provider and the complete police case docket with the ITC number and all the other case information, onto your Granadilla account when you submit your claim.
I would like cash instead of a new device.

No, we will always replace your previous device with a new device, unless we cannot in which case we will provide you with a voucher from one of our legit suppliers.
Why do I need to make a video to claim?

We try to make the claims process as simple as possible so when we ask you to upload a video of yourself, it is for this very reason.

It is so we can easily identify you and make sure that you are the claimant, keeping your account safe.

It is also so that you can quickly tell us what happened in your incident, this way we dispose of the dreaded heaps of paperwork you need to fill in.
My phone got damaged, what now?

Record a seflie video telling us what happened and send it to claims@granadilla.ai

Next, obtain a damage report and repair quote for your device to submit as supporting evidence for your claim:

- If your device is still under a manufacturer’s warranty, go to them for a repair quote.
- If your device is not under a manufacturer’s warranty, go to your nearest reputable device repair shop to get a repair quote.


What is a Damage Report and Repair Quote?

An acceptable damage report should contain the following information:

- The repair shop’s details
- Your personal details
- Your device’s details
- A description of the nature of the damage
- A detailed quote to repair the damage
- Warranty/guarantee of repairs
- Our authorised repairer will then contact you regarding the next steps.
What happens when I need to claim but I am overseas or travelling?

The same way you would do it if you were in SA. See “How to submit a claim”.

Nandi knows no boundaries
Do you require my signature for claiming purposes?

Nope!
Can I add an address for delivery that’s different from the one I signed up with?

Of course!

Once you have paid your excess, choose a delivery address anywhere in South Africa and your new device will be delivered pronto.
Is there any way to follow the claim process online?

We will send you email notifications to keep you clued up during the process.
On what basis will you reject a claim?

This is rarely a situation because we trust that all your documentation is above board and legit.

If anything doesn’t match up and your claim is not approved, we’ll let you know why, because we strive for the utmost transparency.

Most of the time if this happens, it’s an issue we can help you resolve. We are with you every step of the way and are always on hand to offer any assistance needed.
What time period am I looking at before my claim is completed?

We use technology to automate a lot of our processes, making everything more efficient and faster, saving you time and money.

So, do you want the good news or do you want the great news!?

You don’t have to wait for office hours or call center queues just to submit a claim, you can do it anywhere and anytime.

Our claims process certainly is fast – but all claims are still subjected to being reviewed, verified and investigated where required. That said, we aim to process all claims in no more than two to three business days. Once it’s processed, your replacement device will be shipped to you. Please note: Like all mere mortals our time lines are subject to the whims of courier companies.

Say hello to insurance that puts you first, because we know that you’ve got things to do and places to go.
Do I need documents to claim and if so which ones?

We pretty much need any outstanding documents required when you sign up for cover.

For example, if you didn’t provide your device’s serial number yet, you will need to provide us with that.

If you’ve lost your phone or it’s been stolen, you’ll need proof of blacklisting- this is a ITC number generated by your network provider.

Proof of purchase, or if it was a gift, then the person that gifted the item will be required to send the proof of purchase to us.

If you’ve damaged your device and our suppliers do not have a suitable replacement device in stock, you will need to provide a repair quote and we will then opt to pay out your claim so that you can have your device repaired.

Data Protection

What about all the personal information I share with you, is it safe?

We’re big on privacy and treat your personal and private information with the utmost care and respect.

We ensure that your data is encrypted, keeping it safe from any violation.

You can read more about our privacy policy by clicking on the Privacy Policy tab on the right.
Granadilla’s Privacy Policy

At Granadilla, we value the importance of protecting your personal information and we subscribe to the principles as outlined in Section 51 of the Electronic Communications and Transactions Act 2002.

Personal information for the purpose of this document means all information specific to you, which are provided to Granadilla via the internet. In other words, information that identifies you. This includes for example the following personal information that you may provide to Granadilla to subscribe to any marketing email lists and/or to login to our website to administer your policy.

E- mail address
Password



Here at Granadilla we value the information you choose to provide and which we collect from you, and will take reasonable steps to protect your personal information from loss, misuse or unauthorised alteration. The information we maintain concerning you is stored in databases that have built-in safeguards to ensure the privacy and confidentiality of that information. However, please note that Granadilla cannot guarantee the security of any personal information that you disclose online. When you use the online services provided by us, you will be given a user name and password. You must always keep this information secret and ensure that it is not disclosed to anyone.

Whenever you use this website, complete a quotation or application form or contact us electronically, we will process and collect your personal information.

Online advertising

Granadilla engages third parties that help it deliver its banner advertisements and other online communications. The third parties may collect and use information about Granadilla customers to help us understand the offers, promotions, and types of advertising that are most appealing to its customers. The personal information they collect is aggregated and cannot be linked to a person.

Third party vendors, including but not limited to Google, Double Click and Programmatic Buying, show Granadilla’s ads on sites on the internet.

Third party vendors, including but not limited to Google, Double Click and Programmatic Buying, use cookies to serve ads based on a user’s prior visits to Granadilla’s website.

If you do not wish your personal information to be used in this way Users may opt out use of cookies by visiting:

Google – http://www.google.com/policies/privacy/ads/

AND/OR

Network Advertising Initiative – http://www.networkadvertising.org/managing/opt_out.asp

AND/OR

Digital Advertising Alliance (DAA) – http://www.aboutads.info/choices/

AND/OR

Digital Advertising Alliance Canada (DAAC) – http://youradchoices.ca/choices

AND/OR

Digital Advertising Alliance EU (eDAA) – http://www.youronlinechoices.com/

We at Granadilla will use your personal information only as appropriate in the normal course of business. The following are reasons why we would collect your personal information:

To identify you
For us to process your instructions to us
To manage your policy
Compliance with the laws of the Republic of South Africa
Detecting fraud,
Direct marketing to you via e-mail



Granadilla will only use your personal information for our normal course of business and we do not permit the selling or providing of personal information to any third parties whatsoever for independent use.

We will only disclose your personal information when required to do so

by any regulatory authority (like the Financial Services Board) for the various financial sectors
to comply with any regulation passed under relevant legislation, or any legal process
to protect and defend Granadilla’ s rights and property (including Granadilla’s intellectual property), or
when you have expressly authorised Granadilla to do



We may also contact you about our products which we believe may be of interest to you. If at any stage after you have given us your consent, change your mind and no longer wish us to contact you about our Granadilla products, we will respect your decision. You will always be given the opportunity to instruct us to remove your contact details from our mailing list.

You have the right to access your own personal information that Granadilla keeps about you by following the procedures available under the Granadilla Promotion to Access to Information Act Manual available from the Granadilla website.

Granadilla reserve the right in our sole discretion to amend this Privacy Policy from time to time and you agree that you will review the terms of this Privacy Policy whenever you visit our website for any such amendments.

This Privacy Policy will be governed by and construed and interpreted in accordance with the laws of the Republic of South Africa.

When you do visit our website and in the process provide us with your personal information you will be agreeing to the provisions set out above.

You also authorise Granadilla to act on the information that you send electronically. Ensure that you have read and understood the terms and conditions of this Privacy Policy before you provide us with your personal information.

Cancellation

How long before the cancellation of my policy is effective?

We try to make our relationship as pleasant as possible and though we don’t want you to leave, we don’t want to keep you in an unhappy relationship either.

We can break up anytime and it will be effective immediately.
What’s the procedure to cancel a policy?

Your cover runs month-to-month, other than your 1st pro-rata payment we debit you on the date of your choosing each month.

You can cancel any time and we will issue a to the minute pro-rata refund for any premium you didn’t use that month, Fair is fair right.

Simply email help@granadilla.ai and we’ll take care of it.

Start a claim, chat with Nandi.

Did you make a boo-boo? We can fix it!
Let’s chat

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