Client FAQ

What documents do I need to provide to get started?

We’ll need a few key documents to kick off your onboarding. Typically this includes a copy of your ID, proof of banking details, your tax number (SARS letter), and perhaps some basic personal detail forms . Don’t worry – we’ll guide you through each required form. Providing these upfront helps ensure a smooth start and compliance with regulations.

How does the onboarding process work?

Our onboarding is designed to be friendly and hassle-free. We’ll send you an introductory email outlining the steps and attach any forms you need to complete. You’ll fill in the forms (either electronically or on paper), send them back to us, and we’ll handle the rest. In some cases, we may schedule an onboarding call or meeting in the first week to walk you through the process and answer any questions. We’re excited to welcome you and will provide a detailed schedule if needed, so you know exactly what’s next .

How can I change or stop my monthly investment contributions?

Just let us know, and we’ll take care of it. If you want to reduce or halt a debit order (monthly contribution), we will contact the investment provider on your behalf to make the change . Usually, changes take effect from the next possible cycle (often the next month if we’ve missed the current cycle’s cutoff). For example, if your policy already billed this month’s premium, the new amount would reflect from the following month . We’ll handle any necessary paperwork and keep you informed.

Will you cancel my debit order for me or do I need to do it?

We’re happy to handle that for you. If you’ve decided to stop a contribution, we will notify the provider and ensure the debit order is canceled at the appropriate time . You don’t need to contact the bank or insurer yourself – we’ll confirm once it’s taken care of. (For example, in one case we made sure to cancel a client’s debit order by the 2nd of the month so no further deductions took place .) Your peace of mind is our priority.

Can I make a one-time extra investment or catch up on missed contributions?

Absolutely. If you’d like to top up your investment or cover a shortfall, we can arrange a one-time contribution. We’ll provide the instructions or load the request for the additional deposit and you’ll just need to approve it (often via your banking app or a secure link) . This extra payment will go directly into your investment to bring it up to date or take advantage of an opportunity. Just let us know the amount, and we’ll guide you through the simple process.

When do I receive statements or performance updates?

Most of your investment platforms (like PSG, Allan Gray, etc.) issue regular statements (monthly or quarterly) and we ensure you get them. Statements are often sent as password-protected PDFs for security – typically the password is something like your ID number, which we can remind you of if needed. If you need help opening a statement or have questions about it, just ask. We can also provide summary performance updates during our review meetings or upon request, to keep you fully informed about how your investments are doing.

How do I update my banking details or personal information on my policies?

Just inform us of the change, and we’ll guide you through it. Financial providers usually require a signed “Change of Details” form to update things like your bank account, address, or surname on their records . We’ll send you the appropriate form (often pre-filled for your convenience) and ask you to sign it – either via our e-signature service or by printing and signing if the provider needs a “wet ink” signature . Once you return the signed form, we’ll submit it to the provider and confirm when the change is complete. Your security is important to us, so we may encrypt sensitive documents with a password (often your ID number) for protection .

Do I need to sign any documents for changes to take effect?

In most cases, yes – a signature is required for significant changes (like policy updates, bank detail changes, or certain transactions). We’ll let you know exactly what needs signing. Thanks to technology, many forms can be signed electronically; if so, we’ll send them via a secure e-signature link for your convenience . If a physical signature is needed, we’ll email you the form to print, sign, and send back. Rest assured, we’ll only ask for signatures when it’s necessary and we’ll make it as easy as possible (preparing documents in advance and even filling out details on your behalf before sending ).

I received a document or statement from a provider – what should I do next?

If you’ve forwarded us something (e.g. a statement or a letter from your insurance or investment provider), we’ll review it and advise you on any action if needed. Often, regular statements are just for your records – in that case, you can file it away knowing we have a copy too . If it’s something requiring action (for example, a form that needs your signature or a notice of a change), we’ll reach out to you with clear instructions. In summary: feel free to send any official documents you receive over to us – we’ll handle the next steps and let you know if we need anything from you.

I’m leaving my job – what should I do with my company retirement fund?

Congratulations on your new opportunity! When you leave an employer, you have a few options for your retirement fund. The main goal is usually to avoid unnecessary tax penalties on a withdrawal . You can preserve the funds by moving them into a preservation fund or your new employer’s fund, transfer them to a personal retirement annuity, or, if absolutely needed, withdraw in cash (but that could trigger taxes, which we generally try to avoid unless there’s a good reason ). We’ll review the withdrawal benefit statement (which shows your fund value and options) and advise on the best course of action . In most cases, preserving the money (rather than withdrawing) is best to keep your retirement savings growing tax-efficiently – we’re happy to guide you through the transfer paperwork and ensure it’s done correctly.

Will I pay tax if I withdraw my pension/provident fund when changing jobs?

Potentially, yes. South African tax law provides some tax-free allowance for lump sum withdrawals, but anything above that can incur tax. We usually recommend not withdrawing your retirement savings unless necessary, to avoid this tax hit . Instead, we help you transfer the full amount into a preservation fund or another retirement vehicle so that it continues to grow for your future. We’ll discuss the exact tax implications with you (using the options from your fund’s statement) so you can make an informed decision. The aim is to save you from an unnecessary “knock” on your budget due to tax .

I’ve quit smoking – can I get a lower life insurance premium?

Quite possibly, yes – insurers reward healthy lifestyle changes. If you have stopped smoking, we can request the insurer to reassess your policy for non-smoker rates, which usually means a lower premium going forward . Typically, the insurer will require some proof or declaration. In many cases, after you’ve been smoke-free for a certain period (often 12 months, but it can vary), you fill out a non-smoker declaration form (and sometimes undergo a quick test) to confirm your new status . We’ll send you the necessary form and handle the submission to the insurer at the right time (we often plan this around the anniversary or a date the insurer prefers – for example, we scheduled a client’s update for 1 June once they reached the non-smoking milestone ). Bottom line: let us know when you quit smoking (congrats!), and we’ll help reduce those premiums once the insurer’s requirements are met.

What do I do if I need to file an insurance claim?

In the event of a claim (like disability or life insurance claims), contact us as soon as possible and we’ll support you through it. We will help you gather and complete all required claim forms. Typically, insurers ask for some documents – for example, Discovery Life might need financial statements or specific forms signed by the client as part of the claim process . We’ll liaise with the insurance company on your behalf, make sure all paperwork is in order, and keep you updated at each step. Your role is mainly to provide any necessary information and sign the documents we prepare – we’ll do the heavy lifting of submitting the claim and following up until it’s resolved. If you have any questions during a claim, we’re here to answer and assist.

Will you help me understand how my insurance payout or coverage works?

Absolutely. Insurance documents can be complex, but we’re here to clarify them for you. Whether it’s a policy schedule, a claim payout statement, or a notification from the insurer, we will explain what it means in plain language. For instance, if you receive a letter about a change in your policy or a payout detail that’s confusing, send it to us – we’ll interpret it and let you know if any action is needed. We often get questions like “what is covered in this scenario” or “how was this payout calculated,” and we’re happy to go through it with you, ensuring you feel confident and informed about your cover.

How can I schedule a meeting or get in touch with you?

You can reach out anytime via email or phone, and we’ll be happy to arrange a time to chat. We also have an online booking link to make scheduling easy – for example, you can pick a convenient slot on my Calendly calendar . Whether it’s an in-person coffee, a Zoom call, or a simple phone call, we’ll accommodate what works best for you. We encourage regular check-ins (at least annually, or more often if you prefer) to review your plans, but you’re welcome to contact us anytime you have a question or need advice. Our aim is to be approachable and responsive, so you never have to hesitate to ask anything – big or small.

Who do I speak to if I have an urgent question or issue?

You can always start with me (Louis) for any urgent matters – I make it a point to be available for pressing client needs. If I’m ever unreachable momentarily, our support team (folks like Celia or Yolanda on our team) is fully equipped to assist in the interim. Simply call our office line or send an email with “URGENT” in the subject, and someone will respond promptly. We work as a team, so even if your primary planner is out briefly, another team member will have access to your information and can help. Rest assured, we’ll address your issue as quickly as possible and loop back with you with a solution or next steps.