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Recipient
Clientele
Clientèle Office Park, corner Rivonia and Alon Road
2196 Johannesburg , South Africa
REF/2025GRHS4
Cancellation Clientele: Step-by-Step Guide
What is Clientele
Overview
Clientele is a South African financial services group that offers insurance, funeral cover, health plans, legal plans and a lifestyle subscription called Clientèle Perks. Products are sold directly, via agents and through digital channels.
How it is sold
Plans are typically paid monthly by debit order and can also be linked to app-based subscriptions. Sales may be initiated by agents, call centres, or digital sign-up flows.
How to cancel Clientele
Primary contact methods
- Phone: Call Clientèle central line - 011 320 3000 - for policy cancellation and queries.
- Email: Use [email protected] for life/funeral/health; use [email protected] for legal plans.
- Digital: You may be able to cancel via the self-service app or WhatsApp if those options are active on your policy.
Step-by-step cancellation process
- Prepare ID and policy/reference number for identity verification.
- Contact Clientèle by phone or email and state you want to cancel; request a reference/cancellation number.
- Ask for written confirmation of cancellation (email or letter) and retain a copy.
- If payments are by debit order, instruct your bank separately to stop the debit order after receiving confirmation.
- Follow up if charges continue; keep dates, times and names of any staff you speak to.
What happens when you cancel
Access and cover
Cover typically ends from the cancellation date specified in the confirmation. Confirm whether cover remains until the next debit date or stops immediately.
Renewals and data handling
Automatic renewals stop once cancellation is processed. Clientèle should retain your contact details for administration; request confirmation of data-handling or deletion where relevant.
Will I get a refund?
Cooling-off period
Clientèle offers a cooling-off period of about 31 days for new policies. If you cancel within that period you are generally entitled to a full refund of premiums paid.
After cooling-off
- Refunds after the cooling-off period are not standard and are uncommon.
- Many customers report difficulty obtaining refunds for charges or enrollments made without clear consent.
- If you believe an enrollment or debit order was unauthorized, escalate with the bank and keep written proof of your cancellation requests.
Clientele plans and pricing
Price summary
Below are starting monthly prices for common Clientèle products. Exact premiums depend on plan options and underwriting.
Notes on pricing
“From” indicates the advertised starting price. Verify amounts on your policy schedule or with Clientèle before cancelling.
| Plan | Price (ZAR) | Period | Key features |
|---|---|---|---|
| Clientèle Perks (stand‑alone) | R170.00 | Monthly | Vouchers, discounts, cashback, lifestyle benefits |
| Funeral Plans (Funeral Dignity Plan) | From R350.00 | Monthly | Funeral cover |
| Health Plans | From R537.00 | Monthly | Health insurance coverage |
| Personal Legal Plan | From R330.00 | Monthly | Personal legal assistance |
| Legal Business Plan | From R580.00 | Monthly | Business legal assistance |
Your consumer rights in South Africa
Cooling-off and cancellation rights
The Consumer Protection Act (CPA) provides cancellation rights for certain agreements and direct-marketing transactions. Clientèle generally offers a 31‑day cooling-off period for policies.
Escalation and ombuds services
If Clientèle does not resolve your complaint you may escalate to the FAIS Ombud or the National Financial Ombud Scheme (NFO). Keep all communications and proof when escalating.
Customer experiences
Positive feedback
Some customers report prompt service for straightforward requests such as beneficiary changes and helpful consultant support.
Negative feedback
There are numerous reports of unauthorized enrollments, ongoing debit orders after cancellation attempts and difficulty obtaining refunds.
Consumers often report long resolution times and repeated follow-ups are commonly required.
Documentation checklist
Identity and policy information
- South African ID or passport copy.
- Policy number or reference number (from policy schedule or bank statement).
- Full name, contact details and physical address.
Proof and correspondence
- Copies of emails, letters or chat transcripts with Clientèle.
- Bank statements showing debit orders or unauthorised charges.
- Written confirmation of cancellation or a reference number from Clientèle.
Common mistakes
Relying only on verbal cancellation
Verbal requests can be forgotten or disputed. Always obtain written confirmation (email or letter) with a cancellation reference number.
Not stopping the debit order with your bank
Even after Clientèle confirmation, the debit order may continue. Instruct your bank to stop the debit order and obtain written confirmation of that instruction.
Comparative recap
Quick comparison
The table below summarises ease of cancellation, refund likelihood and starting price for Perks versus other policies.
Use this to prioritise actions
Refer to the table when deciding whether to cancel immediately, stop a debit order, or escalate a complaint.
| Feature | Clientèle Perks | Standard Insurance Policies |
|---|---|---|
| Ease of cancellation | Often difficult; users report persistent charges | Moderate; requires policy reference and confirmation |
| Refund likelihood | Low after cooling-off; dispute-prone | Higher within 31‑day cooling-off; uncertain afterwards |
| Typical starting price | R170.00 / month | From R330.00 - R580.00 / month depending on plan |
| Recommended first action | Cancel subscription, stop debit order, request confirmation | Cancel policy, request refund if within cooling-off, stop debit order |
After cancelling
Follow-up actions
- Retain written cancellation confirmation and the date the cancellation takes effect.
- Check bank accounts for any further debits and request reversals if needed.
Where to get help
If your issue is unresolved, follow Clientèle’s complaints procedure and escalate as needed.
Official Clientèle complaints information and escalation steps are available here: Clientèle complaints procedures.
Address
Head office location
Clientèle Office Park, corner Rivonia and Alon Road, Morningside, Johannesburg, 2196, South Africa.
Mailing options
Use the head office address for formal written correspondence. A P.O. Box may be available via official Clientèle contact pages.
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Written by Kyle Adams
eIDAS legal expert · 8 years experience
Lawyer specialized in digital trust services and the eIDAS regulation, I have been helping individuals and businesses send legally binding certified mail for 8 years.
FAQ
To cancel Clientele Perks, prepare your ID and policy/reference number, then contact Clientèle via phone or email to request cancellation. Be sure to ask for a reference number and written confirmation of your cancellation.
Yes, if you cancel your Clientele Perks within the cooling-off period of about 31 days, you are generally entitled to a full refund of the premiums paid.
If your policy allows, you may be able to cancel it directly through the Capitec app. Check your policy details or contact Clientèle for specific instructions.
If charges persist after cancellation, follow up with Clientèle and keep records of your cancellation request. You may also need to instruct your bank to stop the debit order.
You can cancel your Clientele policy by calling their central line at 011 320 3000, emailing [email protected], or using the self-service app if available.