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FREQUENTLY ASKED QUESTIONS – INTELLIGENT PANIC

What is Intelligent Panic?
It is a facility on your cell phone which, by holding one pre-selected number for 3 seconds, will send a panic message to the Intelligent Panic call centre. The call centre agent will then call you back immediately and attend to your particular situation.

How will I know I have successfully sent a panic?
Once you have sent a successful panic, a message appears on your phone which says:
“An alert will be sent to Intelligent Panic. An operator will contact you shortly.”

How do I register on Intelligent Panic?
You will be introduced to Intelligent Panic by your broker or loyalty program. As a result you will receive two SMS's within a short space of time. The first one is a welcome SMS and says:
“Welcome to Intelligent Panic. Save *120*880*725378# and assign it to a speed dial number. Update your information on This email address is being protected from spambots. You need JavaScript enabled to view it. ” and the second one provides you with a business card that you can save on your phone under your contacts

Does one need airtime to send a panic?
Yes, you need a minimum of 50c airtime on your phone to send a panic message

How long do I need to wait before someone will phone me?
The call centre will phone you back within 90 seconds any time of the day or night.

Does Intelligent Panic work on all phones and networks?
Yes, Intelligent Panic service works for all phone and networks although on phones using the cell C network, the call centre will not be able to access your location details – but you will still be assisted.

What happens if I get new phone?
You need to save the Intelligent Panic code from your old phone in your contacts and ascribe contact number to your speed dial on your new phone and choose one number on your speed dial that you will remember is your panic number.

What happens if I use Intelligent Panic and no one calls back?
If you do not receive a call back within 90 seconds, feel free to press the panic number again. Make sure that when you do, a message appears on your phone confirming that the panic has indeed been sent. In the unlikely event that the cell phone networks are down, your panic may not get through to the Intelligent Panic call centre. In this case, feel free to call your assistance phone number.

What does the call centre know about me when I use Intelligent Panic?
The smart thing about Intelligent Panic is that when you panic, the call centre agent will know who you are, where you are and what assistance benefits you entitled to.

Is there a limit for sending panics?
No, but obviously it’s in everyone’s best interest to use the panic responsibly.

Can you locate a person/phone using the panic?
The Intelligent Panic service enables the call centre to know typically within 250m where the person is who sent the message.

What if someone sends a panic but the call centre is not able to connect with that person when they phone back?
The call centre will attempt to use all the contact details for the members that they have on record, including next-of-kin.

The call centre will then:
1. Call the client back 3 times at 60 second intervals
2. In the event that after 4 calls there is no response, the call centre protocol is:

  • Leave a voice message on the fourth call
  • We have responded to your message and called 4 times
  • We provide an alternative number that the client can use to phone the call centre
  • We invite the client to panic again (which starts the entire process off again)

In addition, send an SMS to the client’s phone which includes a message that says
We have responded to your message and called 4 times
We provide an alternative number that the client can use to phone the call centre
We invite the client to panic again (which starts the entire process off again)

Disclaimer
Partners and benefits may change from time to time.
Terms & Conditions Apply. E&OE.