Important Service Framework
All emergency support services are facilitated through licensed third-party emergency medical providers and healthcare facilities. MyProtector does not provide medical services directly. Instead, it coordinates services with approved providers and provides fixed, predefined financial support benefits toward eligible emergency events in accordance with membership terms.
Workplace / Employment-Related Incidents Exclusion
CrisisCare does not apply to incidents, injuries, or emergencies that occur while the member is actively engaged in employment duties where the employer, workplace insurance, or statutory compensation schemes are responsible for providing coverage. This includes any situation where liability and emergency costs are covered under the employer’s occupational health and safety obligations or applicable workplace insurance arrangements.
Solvency
MyProtector reserves the right to adjust scheduled services limits and/or subscription fees to maintain solvencies and service delivery.
Payer
The person or organisation who makes the monthly contributions to Myprotector on behalf of a family. If the payer skips the monthly contributions, then the result will cause some of the benefits to be closed for all family members.
Services fee Limits
The services rendered are only done so in the Republic of South Africa. These services are limited per family as follows:
Year 1: 1 event per year / per family
Year 2: 1 events per year / per family
Year 3 onwards: 2 events per year / per family
Services caps
The fees are capped to specific limits as per the schedule of benefits. Once limits are reached, members are responsible for any amounts over and above the caps.
Holding period
There is a holding (waiting) period of 4 months before the ‘Critical Services’ become active. However, all other services are available and active from day one.
Principal member +
This means the adult person who applies for and enters into the Crisis Care Membership Agreement with MyProtector, who is responsible for the membership, payment of applicable fees unless a payer is involved, and includes nomination of covered dependants such as + spouse and + children (up to a maximum of 4 kids) under the membership.
+ Spouse
Means the principal member’s legally married spouse, registered customary law spouse, or registered civil union partner who is declared and registered under the membership.
+ Dependent children
These are limited to unmarried biological, legally adopted, or legally dependent children up to the age of 17, who reside with and are financially dependent on the principal member.
General Conditions
• MyProtector acts as a coordinator of services and provider of defined financial support benefits
• All medical services are delivered by independent, licensed healthcare providers
• Benefits are limited, non-transferable, and subject to annual caps
• This benefit does not replace medical aid, health insurance, or hospital plans
• MyProtector does not guarantee admission, treatment availability, or medical outcomes
Paramedic Treatment
Paramedic Treatment refers to emergency, on-site medical assessment and stabilisation provided by a registered emergency medical practitioner in response to a sudden, unexpected, and potentially life-threatening incident where the member is unable to safely manage their condition without urgent professional assistance.
This benefit is strictly limited to genuine emergency situations, including but not limited to:
• Loss of consciousness or unresponsiveness
• Severe injury resulting from an accident
• Chest pain, breathing difficulty, or suspected cardiac events
• Major trauma, bleeding, or fractures
• Any condition where immediate medical intervention is required to prevent serious harm or deterioration
Emergency Hospital Stabilisation Support
Crisis Care provides support for emergency medical response and stabilisation required during a Crisis Event — defined as a sudden, unforeseen incident resulting in serious bodily harm or immediate risk to life that requires urgent emergency intervention. This includes treatment provided in a hospital casualty or emergency department where immediate care is necessary to stabilise the patient.
Key Conditions
• Benefit applies only to initial emergency stabilisation services
• Services must be rendered by a licensed hospital or medical facility
• Benefit is capped at a fixed annual amount per family
• This benefit does not constitute comprehensive medical aid or hospital cover
• Any additional medical costs remain the responsibility of the member or patient
Ambulance Transportation
Key Conditions
• Benefit is limited to a predefined annual amount per family
• Assistance is provided through licensed emergency medical service providers
• Any costs exceeding the benefit remain the responsibility of the member or service recipient
• Benefit is only applicable to qualifying emergency incidents as defined in the membership terms
Government Hospital Admittance / Family Transport Assistance
If a Government Hospital insists on admittance payments, then MyProtector will assist in this regard for the admittance of the patient. However, if the patient is automatically accepted as an emergency patient, then the same assistance will go towards a family member for assistance towards transport (taxi) visits at the Government Hospital.
Vehicle towing Benefit Limitations
The benefit only pertains the vehicle directly involved in an accident and where the driver is legally registered to be driving the vehicle and the vehicle being insured. The towing organisation must be registered and comply with the National Road Traffic Act (No.93 of 1996).
* Myprotector network attorney co-payment fees per annum
This is an attorney who is networked to Myprotector and who offer our members a service as described in the list of services. The benefits and services plans provide only for the personal matters listed above and once you receive services from a network attorney, you cannot then use a Myprotector attorney for the same matter and visa versa. Myprotector will subsidize the cost of services up to certain maximums per person / per each service / per annum. There is also an initial waiting period of 3 months.
Refusal conditions
Myprotector reserves the right to refuse services when: Intentional or purposeful contravention of any law or voluntary participation in any uprising, riot, revolt, disorder, strike, mutiny or war; partaking in any risky or dangerous employment not communicated to Myprotector; deliberately self-inflicted death; falsifying details on application; involvement in fraud, criminal activity or misrepresentation; benefits related to illness or medical emergency not arising from accident; pre-existing critical illness.
Note and Exclusions:
This is not a medical scheme nor is it a substitute for medical scheme membership and the cover is not the same as that of a medical scheme.
Myprotector Group (Pty) Ltd is entitled to decline services when:
• Intentional or purposeful contravention of any law or voluntary participation in any uprising, riot, revolt, disorder, strike, mutiny or war, partaking in any risky or dangerous employment that is not communicated to Myprotector Group (Pty) Ltd at any stage before your death,
• Your death was deliberately self-inflicted.
• You falsify your details on your application and when preparing your estate planning with us.
• You are involved in things like fraud, criminal activity, alcohol consumption or misrepresentation.
• You have a pre-existing critical illness. All services and co-payment benefits arising directly or indirectly from any life-threatening diseases or illness that you have suffered from, was aware of, or has received medical treatment or advice for before the commencement of this agreement, will result in no services being delivered in terms of this agreement or for the term of the contract if reinstatement occurs.
