Frequently Asked Questions
Got questions? We have answers! If you can’t find below the answer you’re looking for please give us a call now and let our market-leading customer support team help you with what you need.
Most Frequently Asked Questions
Simply login to your Bi-me account and click ‘amend’ next to the policy you would like to change. You will be able to:
- Add an interested party
- Change your address
- Add cover
- Increase your cover
- Update your declaration
Simply login to your Bi-me account and click ‘update payment details’ from the menu on the left-hand side of the screen.
If you have an overdue payment, simply click the ‘Retry’ button on one of the email notifications we have sent you.
If your payment failed, we will try to take payment again on day 7 and day 15. In the event of payment failure on day 15 your cover will cease. If you want to speak to us at any time about your payments, email us at info@bi-me.co.za or call us at 010 446 7750.
Customer Frequently Asked Questions
Get access in 3 easy steps
For new and existing customers
1. Click here then enter your email address and click ‘Recover Password’. A Password Recovery email will be sent to your nominated inbox.
2. Click ‘Reset My Password’ within the email and a new window will open.
3. Enter a new password and click ‘Reset’. You will now be redirected to your online account.
- Click the ‘Client Login’ link at the top of any page of our website.
- Enter your email address and password and click ‘Log In’.
- Login to your customer account
- Locate the policy you want to change under 'My Policies' and click 'Amend'
- Review the information on page 1 'Insurance Selection' to ensure it is still correct, then click 'Next'.
- Review the information on page 2 'Business Details' to ensure it is still correct, then click 'Next'.
Tip: On page 2 you can note your landlord as an interested party or update your business location - On page 3 'Your Quote' click 'Amend Covers' from here you can add cover or increase the sum insured, once you are finished reviewing the price, click 'Add' then 'Buy Now'
- Review the information on page 4 'Get Covered'
If applicable enter your payment details
Read and agree to the terms and conditions, then click 'Buy Now'
Tip: For monthly policies, the premium will be effective from your next monthly instalment and for annual policies, we will charge you immediately
- Login to your customer account.
- Click 'Payment Schedule' under the 'Actions' tab and an updated payment schedule will open on a new page.
- Login to your customer account.
- Click 'Update Payment Details' from the menu on the left-hand side of the screen.
- Click the 'Update' button.
- Enter new payment details and click 'Save'
- Login to your customer account.
- Click 'Account Details' from the menu on the left-hand side of the screen.
- Enter updated details and click 'Save'.
- Login to your customer account.
- Click 'Change Password' from the menu on the left-hand side of the screen.
- Update your password and click 'Save'.
COVID-19 And Insurance
Payment Options
- Debit order - We offer monthly debit orders at no additional cost to you.
- Card - We do not offer card payments at the moment, but will be offering them soon.
Getting A Quotation
We’re proud to work with some of South Africa’s leading insurers. Currently insurers providing instant online quotes are:
- Hollard
- Discovery
- ITOO
Although some insurers/brokers have different policies, most insurers/brokers have the same cancellation process. Send your current insurer/broker an email with the following text: “I would like to cancel my policy [insert policy number], effective from [insert date that you would like to cancel from].”
It is best to only cancel your current insurance once cover with your new insurer is in place.
Policy Information
Although some insurers/brokers have different policies, most insurers/brokers have the same cancellation process. Send your current insurer/broker an email with the following text: “I would like to cancel my policy [insert policy number], effective from [insert date that you would like to cancel from].”
It is best to only cancel your current insurance once cover with your new insurer is in place.
Policy Renewals
We realise that you would prefer to be focusing on running your business, we’ve tried to make our renewal process as simple as possible. Most of our customers qualify for auto-renewal, which means we will send you an email no less than 21 days before your policy is due to expire. If nothing has changed your policy can be automatically renewed. No-fuss!
If you don’t qualify for auto-renewal or need to amend information contained in your previous declaration, there’s no need to worry, we will step you through this process when the time comes.
We are focused on making life as easy for our customers as possible, including cutting out unnecessary work. Auto-renewals mean we can do all the work and renew the policy so that customers can relax knowing that their cover is continuous.
If you don’t want your policy to automatically renew, just let us know.
The process is simple. We will send you an email 21 days before your policy is due to expire with your renewal details, including the renewal amount and the last four digits of the credit card used to make the payment.
If your details are all still correct and there are no changes to the declarations you previously made, then there is nothing else for you to do. We will charge your card three business days before your expiry date. If you need to make any changes you can call one of our friendly agents on 010 446 7750 and they will be happy to help.
Privacy & Security
Cancellation Information
Yes, you can cancel your policy at any time although you should think carefully before you do. Depending on the type of policy you hold it may be that you need a policy at the time the claim is made against you (not when the actual work was done).
Because we can’t predict when or if these claims will happen, it’s a good idea to always have a cover. Most retirees even have cover long after the work is done! If you have to cancel your policy we do require written notice. Cancellations can be done by emailing us at info@bi-me.co.za or by calling us, after which we will send you an email requiring a confirmatory response. Don’t forget to include your policy number and the date when you’d like the cancellation to take place.
Making A Claim
We will assist you with the claims process. Your insurer will need as much information about your claim as possible to assess your claim in accordance with your policy terms. Insurers will typically make an initial assessment of your claim within 10 days.
However, urgent claims can be assessed in a shorter timeframe. More information on the claims process is available here.
In order to make a claim (or report a circumstance which may lead to a claim), you will need to complete a claims form - downloadable.
Once completed please send it by email to: info@bi-me.co.za and we’ll manage the process directly with your insurer.
Let’s first go over the correct terminology. A claim is generally defined as another party making a threat or demand against you which seeks compensation for negligence or your alleged wrongful actions. It will include written demands, any court documents served on. When you hold a business insurance pack, a claim will also arise when an insured event occurs causing loss (i.e. a fire or theft).
A circumstance generally occurs before a formal claim is made, where a reasonable person in your position would know that a claim may arise in the future due to a specific event, act or omission having occurred. If this sounds like it’s happening to you, report it ASAP by completing a claim form and sending it by email to: info@bi-me.co.za
Making A Complaint
Here at Bi-me, we welcome and value customer feedback. While we hope it never happens, we want you to tell us if you are dissatisfied with our products or service. If you have a complaint please let us know, as it gives us an opportunity to address your concerns and improve.
Our complaints and dispute resolution service is available to you free of charge.
If you have a complaint, please contact us on 010 446 7750 or email us at info@bi-me.co.za soon as possible so that we may attempt to address your concerns.
For further information on our complaint process as well as external resolution options, see our Complaints resolution.
Business insurance for industry changers
Need help or more information?
Get in touch with an agent that is committed to helping you protect your business.
See our Frequently Asked Questions to quickly get answers to common questions.
Email: info@bi-me.co.za
Phone: 010 446 7750