Home Invasion Panic

In the unfortunate event whereby a member’s home has been invaded, the member will have access to Home Invasion Panic via the XtractMe app or dedicated emergency number. Should a member access the service via the mobile app for a home invasion, the process will be as follows;

Technical process for panic alert triggered via the mobile app:
Once the member has selected the Home Invasion Panic on the app, the app will first attempt to obtain the GPS/A-GPS coordinates, subject to LBS services being enabled by the member. In the event where the coordinates are not obtainable for various reasons such as the member not enabling Location Services functionality or there is limited network coverage, the app will trigger the panic alert (without coordinates) within the 24/7 emergency call centre.

Assistance protocol for panic alert triggered via the mobile app:
Once the panic alert is successfully received within the emergency call centre, the member will be called within 30 seconds of receiving the first alert. Thereafter the member will be contacted an additional 3 times within a 5-minute window period.

Successful contact:
The emergency call centre will acknowledge receipt of the panic alert and will confirm the following with the member:

Establish/confirm with the member whether the panic alert triggered is in fact a valid panic alert; confirm whether the member requires medical assistance; risk address/location details (in the event that the information was not made available with the panic alert);

Details of the member’s private security company (in the event that the information was not made available with the panic alert). Once the emergency call centre has successfully established and confirmed the above, assistance will be arranged as follows: should a member require medical assistance, the emergency call centre will transfer the call to ER24, who will facilitate assistance; the emergency call centre will make contact with the South African Police Services, whereby assistance will be requested; simultaneously, the emergency call centre will facilitate a call to the member’s private security company, whereby assistance will be requested; as a last resort and in the event whereby the member does not have a private security company, the emergency call centre will use an external security company to respond to the scene; once assistance has been requested, the 24/7 emergency call centre will continue with scheduled follow-up calls to the member until assistance has been confirmed.

Unsuccessful contact:
In the event whereby the emergency call centre is unable to establish contact with the member, the following process will apply: following the first unsuccessful attempt to establish contact with the member, an additional 3 attempts will be made within a 5-minute window period; in the event whereby the 24/7 emergency call centre is unable to establish contact with the member after 4 unsuccessful attempts the emergency call centre will proceed as follows; the emergency call centre will make contact with the South African Police Services, whereby assistance will be requested; simultaneously, the emergency call centre will facilitate a call to the member’s private security company, whereby assistance will be requested; as a last resort and in the event whereby the member does not have a private security company, the emergency call centre will use an external security company to respond to the scene; where next of kin details have been provided, the emergency call centre will advise next of kin of the member’s circumstances, once the above steps have been taken.

Assistance protocol for panic alert received telephonically via the Panic Assist dedicated line:
The emergency call centre will confirm and obtain the following from the member: establish/confirm with the member whether the panic alert triggered is in fact a valid panic alert; confirm whether the member requires any medical assistance; obtain the member’s location details; details of the member’s private security company. Once the emergency call centre has successfully established and confirmed the above, assistance will be arranged as follows: should a member require medical assistance, the emergency call centre will contact ER24, who will facilitate assistance; the emergency call centre will contact the South African Police Services, whereby assistance will be requested; simultaneously, the emergency call centre will facilitate a call to the member’s private security company, whereby assistance will be requested; as a last resort and in the event whereby the member does not have a private security company, the emergency call centre will use an external security company to respond to the scene; once assistance have been requested, the emergency call centre will continue with scheduled followup calls to the member until assistance has been confirmed; where the member has requested and provided next of kin contact details, the call centre will contact the respective party on behalf of the member to keep them apprised of the member’s circumstances.

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