Complaints Process

According to the Scheme Rules, members can lodge a complaint with the Scheme in the following ways:


0860 100 078


PO Box 921,
Westville, 3629



When you lodge a complaint, the Scheme will respond within five working days from when the complaint was received. There are, however, complaints that need clinical input and investigation, and these would reasonably take longer to resolve. A member will always be informed of the status of their complaint and the Scheme will work tirelessly to make sure that the complaint is resolved quickly and efficiently.

The Disputes Committee

Should you not be satisfied with the response from the Scheme, you can request in writing that your complaint is lodged with the Scheme`s Disputes Committee (you can send your request to the same contact details listed above). The Committee comprises of independent professionals who have medical and legal expertise.

If you are still not satisfied with the outcome of the Disputes Committee, you can then lodge a complaint with the Registrar for Medical Schemes for a ruling. You are encouraged to make use of the internal procedures available to lodge your complaints as you are guaranteed a speedy resolution.

21 February 2020

With effect from 1 April 2020, Medscheme Holdings (Medscheme) will take over the administration and managed care services from our current administrator - Momentum Health Solutions (MHS).

We will share more information around the change in administrators and any matters that you will need to be aware of over the next few weeks as we draw closer to 1 April.

Click here for a copy of our May 2020 Newsletter.


Contact Us

Client Services
Tel: 0860 100 078
Fax: 086 566 1372

Managed Care Services (including hospital pre-authorisation & ICON)
0860 100 078

MEDiPOS Anti-fraud Hotline
Tel: 0800 112 811



MEDiPOS Medical Scheme