Addition of Add-On Products on Existing Policies

25/11/2025

---

1. INTRODUCTION

The purpose of this memo is to address a recurring issue relating to the addition of Top-Up and Tombstone on client policies. Ensuring accuracy and adherence to policy rules is essential for maintaining service quality, preventing errors, and avoiding unnecessary delays during claims processing.

2. OVERVIEW

It has come to our attention that Branches and Lines accept Top-Up or Tombstone addition on policies that are not fully up to date.

Please note that add-on products may only be added to policies that are fully paid, as the payments for these products must align. For example, if a policy is paid up to October and the client wishes to add a Top-Up or Tombstone benefit in November, the client must first be advised to settle the outstanding premium before the add-on can be processed.

How to check and confirm if the policy is paid up to date.

• Check the period paid on the last receipt in the customer’s membership book; or

• Contact the Head Office if the customer is using debit order or online payment method.

This measure will help prevent errors and misinterpretation in customer’s payments and will reduce delays during the claims stage.

Your cooperation in adhering to this process is appreciated.

Promise Ramatseba

Insurance Administration Supervisor

---

Download this memo here:

M172 Memo Addition of Add-On Products on Existing Policies.pdf

Download PDF • 218KB