Programme update: benefits impacted by COVID-19
We care about your wellbeing and about helping you live your best financial life even in uncertain and troubling times. Here are the measures we’ve taken to help you during the COVID-19 pandemic.
Trauma, Assault & HIV Assist available to all Reality members
We will be providing all Reality members with 24-hour telephonic emergency assistance and counselling. You will receive help in a situation relating to assault, trauma or accidental exposure to HIV. The helpline is manned by professional resource nurses, maintaining a high level of service. This benefit can be accessed by sending an email to firstname.lastname@example.org and one our agents will get someone to call you back; alternatively call 011 745 9101.
Legal Assist for all Reality members
The current situation can result in a host of new and often complicated legal issues. To assist you with this, we will be providing all Reality members with access to telephonic legal advice line manned by qualifying in-house attorneys Monday to Friday from 08:00am – 17:00pm. In addition, if needed, members will be provided with a referral to an attorney for a free 30-min consultation, letter of demand and telephone call. This benefit can be accessed by sending an email to email@example.com and one our agents will get someone to call you back; alternatively call 011 745 9101.
Your gym benefits
We know you may not be able to go to the gym: the 36 visits per year rule will be relaxed, effective from March 2020 until further notice. We’ll calculate your rebate on your gym access and fee history using your February 2020 visits. However, if you have attended the gym in March, resulting in a higher rebate, we will apply it accordingly. Virgin Active will not charge a monthly fee for the month of April, which means we will not apply any rebate until further notice.
Independent Gyms & Studios
We know you may not be able to go to the gym or studio: the 36 visits per year rule will be relaxed, effective from March 2020 until further notice. We’ll calculate your discount on your gym or studio access and fee history using your February 2020 visits. However, if you have attended the gym or studio in March, resulting in a higher discount, we will apply it accordingly. Please note: some gyms or studios might not charge a monthly fee from end April onwards, which means we will not apply any discount until further notice. If you do get billed, you will receive the same discount as in your last month.
Your March invoice will be based on your February attendance. We recommended that you reach out to your gym or studio directly should you have any questions.
Planet Fitness and JustGym
We know you may not be able to go to the gym: the 36 visits per year rule will be relaxed, effective from March 2020 until further notice. We’ll calculate your discount on your gym access and fee history using your February 2020 visits. However, if you have attended the gym in March, resulting in a higher discount, we will apply it accordingly. Planet Fitness/JustGym will not charge a monthly fee for the month of April, which means we will not apply any rebate until further notice.
Your travel benefits
We realise you won’t be able to travel anymore and that if you’ve booked flights, you’re probably concerned about how this may impact your plans and pocket. To help with this, if you’ve booked for travel until 30 April 2020, you can now change your booked flight dates without incurring any fees for making the date changes. To change your date, please visit www.flymango.com or contact Mango’s call centre:
- South Africa: 086 100 1234
- International: Jo’burg: +27 (11) 086 6100
Cape Town: +27 (21) 815 4100
Alternatively, if you aren’t able to or don’t want to change your flight dates, Mango can issue you with a voucher equal to the value of your fare and all applicable taxes. This voucher will be valid for a period of six months from date of issue.
If you wish to convert your booking into a voucher, please email: firstname.lastname@example.org with your booking reference number, your full name, date of birth, contact number and email address.
Emirates will temporarily suspend all flights, effective 25 March 2020. Customers with tickets issued on or before 31 March are eligible for rebooking and travel voucher options.
- Travel voucher for ticket value with a validity of 12 months from date of issue.
- Customers with flight bookings for travel on or before 30 June can rebook flights to the same destination and same region without paying a rebooking fee or any fare differences.
For more information, visit www.emirates.com.
Bidvest Premier Lounges
Due to the national lockdown, all Bidvest Premier Lounges will be closed from 26 March 2020 . Please also note that during the lockdown period we will not be available to respond to any queries.
Following the national lockdown with effect from 26 March 2020, including suspension of all non-essential commercial activities during this period Protea Hotels by Marriot have taken the decision to temporarily close all hotels in South Africa.
The safety and well-being of guests is of paramount importance and we will continue to monitor the situation closely and look forward to re-opening our properties in the near future.
Tempest Car Hire
Tempest Car Hire will still check out rentals up until close of business 25 March 2020, provided that these rentals will be returned before close of business 26 March 2020, failing which the vehicles may not be returned before 16 April 2020. For clarity, no vehicle may be returned in the lockdown period and these will remain on rent until the lockdown has ended.
Should you wish to cancel your reservation, you may do so at no charge via www.tempestcarhire.co.za, under the ‘Manage Reservation’ tab, or by calling 0861 836 737.
Vehicles on rent, that are not returned to a Tempest Car Hire branch by close of business on 26 March, will remain on rent until 16 April or until they are returned, whichever is later.
International Travel Insurance (Reality Access for Fedhealth members only)
Your travel insurance benefit covers you for COVID-19, in accordance with your specific policy documentation and terms and conditions.
Your entertainment benefits
For postponed events:
If you’ve booked a ticket for an event or performance that’s been postponed, you can request a full refund. You can return your ticket to the outlet you collected it from (Shoprite, Checkers, Checkers Hyper, Computicket outlets and House&Home) for a full refund. Alternatively, you’ll be able to exchange your tickets for the new event or performance date, once this has been confirmed.
For cancelled events:
If you’ve purchased via a credit card or the web and haven’t collected your tickets yet, you’ll automatically be given a full refund within 3-7 working days by sending an email to email@example.com and we will be in touch. If you’ve already collected your ticket, you can return your ticket to the outlet you collected it from (Shoprite, Checkers, Checkers Hyper, Computicket outlets and House&Home) for a full refund.
Nu Metro has closed its cinemas until further notice. Members who have pre-booked will be contacted by Nu Metro and refunded.
Still got questions? Email us on firstname.lastname@example.org.
For up-to-date information on COVID-19 in South Africa, click here.
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