Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Bestmed Medical Scheme is described by members as a scheme that collects contributions reliably but struggles when cover is actually needed. Recurring themes include authorisation delays on urgent procedures, chronic medication scripts left unapproved, and emails and chats that go unanswered for weeks. A small number of members praise named consultants and fast PMB approvals, but these experiences are the exception rather than the pattern.
Top Strengths:
- •Customer Service & Staff Quality: A handful of consultants are singled out by name, including Boitumelo Ratakane, Tiamo Maroga and Bongamusa, for diligence, product knowledge and honouring callback commitments. These interactions stand out against widespread reports of rude, dismissive and unresponsive agents.
Replied to 99% of negative reviews
Reply time on negative reviews: 422h 16m
TrustIndex
2.4
Ranking
#18
in Medical Aid
Reply Time
454h 16m
NPS Score
-80
Recommended: Unlikely
Replied to 99% of negative reviews
Reply time on negative reviews: 422h 16m
Dec '25 - Nov '26
Frequently Asked Questions About Bestmed Medical Scheme
What do customers say about Bestmed Medical Scheme?
Based on recent customer reviews, Bestmed Medical Scheme is described by members as a scheme that collects contributions reliably but struggles when cover is actually needed. Recurring themes include authorisation delays on urgent procedures, chronic medication scripts left unapproved, and emails and chats that go unanswered for weeks. A small number of members praise named consultants and fast PMB approvals, but these experiences are the exception rather than the pattern.
What is Bestmed Medical Scheme's biggest strength?
Bestmed Medical Scheme's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Staff Quality. A handful of consultants are singled out by name, including Boitumelo Ratakane, Tiamo Maroga and Bongamusa, for diligence, product knowledge and honouring callback commitments. These interactions stand out against widespread reports of rude, dismissive and unresponsive agents.
What are the most common complaints about Bestmed Medical Scheme?
The most common complaint about Bestmed Medical Scheme, based on Hellopeter's AI analysis of recent customer reviews, is Billing, Payments & Account Management. Members report membership suspended within days of a late debit order despite proof of payment, refunds for cash paid consultations taking weeks or landing in old accounts, cancellation requests ignored for months, and unexplained outstanding balances appearing after cancellation.
How does Bestmed Medical Scheme compare to other Medical Aid companies?
Bestmed Medical Scheme scores 1.1 out of 5 on Hellopeter's AI analysis of service quality in Medical Aid, compared to the Medical Aid industry average of 1.8. Their strongest theme is Customer Service (1.3); their weakest is Claims Processing (0.9). The top AI-rated Medical Aid business on Hellopeter is AGS Health (4.1). How is the AI Score calculated? →
Is Bestmed Medical Scheme trustworthy?
Bestmed Medical Scheme has a TrustIndex of 2.4 out of 10 on Hellopeter, based on 117 reviews in the last 12 months. They reply to 99% of negative reviews, typically within 422 hours 16 min. Hellopeter has tracked Bestmed Medical Scheme across 1,282 total reviews. How is the TrustIndex calculated? →
Recent reviews (117)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Aug 2022
Very poor
I've been requesting for my late mother's tax certificates bonitas have been telling me that they moved to a new administrator I've been making follow ups till today they haven't provided me with what I request... Only received one irp file from them for the year 2020 no response I have even visited the branch in merlose Sandton in July no luck
1 reviews | Active since Aug 2022
Very poor
I've been requesting for my late mother's tax certificates bonitas have been telling me that they moved to a new administrator I've been making follow ups till today they haven't provided me with what I request... Only received one irp file from them for the year 2020 no response I have even visited the branch in merlose Sandton in July no luck
1 reviews | Active since Feb 2024
Bestmed will not assist until I am terminal
I received correspondence from Bestmed refusing to put the Trelegy onto Chronic, with the reason: Only Funded As Last Line Treatment. May I ask who the specialist pulmonologist at Bestmed is? Or why Bestmed seems to know better than my specialist pulmonologist? The Trelegy has been motivated by Dr Shar. Many motivations and forms have now been submitted. Why is my doctor's treatment being declined? Does your specialist pulmonologist have a better treatment plan? Am I supposed to deteriorate more before treatment for this PMB is considered? I am already at stage 3 COPD. Would you prefer me at a terminal/end of life state before considering the specialist pulmonologist treatment (and motivation for this treatment)? Please explain in detail the funding criteria for Trelegy Ellipta and provide guidance on the next steps to be treated for the PMB condition, including the rehabilitation as well as the oxygen and related benefits. Please ensure that your reponse is clear, citing the relevant documentation and guildelines used. Please also advise on the outcome of the pulmonologists' motivations as well. Please see the NUMEROUS documents sent, including but not limited to: PMB form, Motivation for Trelegy and oxygen treatment, motivation for pulmonary rehabilitation, lung function tests (for motivation), Chronic script by Pulmonologist, Motivation for pulmonary rehabilitation, script for oxygen cylinder & ABG Emailed to Bestmed on *** Would you prefer I am terminal before considering the healthcare professionals' advice?
1 reviews | Active since Feb 2024
Bestmed will not assist until I am terminal
I received correspondence from Bestmed refusing to put the Trelegy onto Chronic, with the reason: Only Funded As Last Line Treatment. May I ask who the specialist pulmonologist at Bestmed is? Or why Bestmed seems to know better than my specialist pulmonologist? The Trelegy has been motivated by Dr Shar. Many motivations and forms have now been submitted. Why is my doctor's treatment being declined? Does your specialist pulmonologist have a better treatment plan? Am I supposed to deteriorate more before treatment for this PMB is considered? I am already at stage 3 COPD. Would you prefer me at a terminal/end of life state before considering the specialist pulmonologist treatment (and motivation for this treatment)? Please explain in detail the funding criteria for Trelegy Ellipta and provide guidance on the next steps to be treated for the PMB condition, including the rehabilitation as well as the oxygen and related benefits. Please ensure that your reponse is clear, citing the relevant documentation and guildelines used. Please also advise on the outcome of the pulmonologists' motivations as well. Please see the NUMEROUS documents sent, including but not limited to: PMB form, Motivation for Trelegy and oxygen treatment, motivation for pulmonary rehabilitation, lung function tests (for motivation), Chronic script by Pulmonologist, Motivation for pulmonary rehabilitation, script for oxygen cylinder & ABG Emailed to Bestmed on *** Would you prefer I am terminal before considering the healthcare professionals' advice?
1 reviews | Active since Oct 2016
Stop paying dividents and pay your members who need you
I read this on the Hello Peter reviews. This is also my experience. I cannot walk , have to do a hip replacement - cant because its not life threatening. What *******! I paid a medical aid (40 years) to help me have a decent life: "Based on recent customer reviews, Bestmed Medical Scheme is described by members as a scheme that collects contributions reliably but struggles when cover is actually needed. Recurring themes include authorisation delays on urgent procedures, chronic medication scripts left unapproved, and *** and chats that go unanswered for weeks. "
1 reviews | Active since Oct 2016
Stop paying dividents and pay your members who need you
I read this on the Hello Peter reviews. This is also my experience. I cannot walk , have to do a hip replacement - cant because its not life threatening. What *******! I paid a medical aid (40 years) to help me have a decent life: "Based on recent customer reviews, Bestmed Medical Scheme is described by members as a scheme that collects contributions reliably but struggles when cover is actually needed. Recurring themes include authorisation delays on urgent procedures, chronic medication scripts left unapproved, and *** and chats that go unanswered for weeks. "
1 reviews | Active since Nov 2015
If you want to be spoken to as if you have an IQ of 2, phone their customer service...thank you
Run from any dealings with them in the opposite direction as fast as you can. If I could give negative stars, I would. Don't dare be a human in the first twelve months of your membership. You will be under investigation, have all the doctors you've ever seen contacted all in one *** (so no privacy, dignity etc) for your medical history, AND have the pleasure of paying for it, because apparently, as per the unfished almost 40 minute call with them today, they won't pay when the doctor bills YOU for the information THEY require. I don't know about everyone else, but I most certainly don't have R750 to pay per doctor contacted????? They also won't pay for most of your medication. Also, everything is apparently automated - so if you don't actually call them to query rejections, nothing will get manually overridden and paid. But when it's time to collect your almost R12000 payment to them every month, they're absolute champions. Well done. You make the National Health Service look like a good idea....
1 reviews | Active since Nov 2015
If you want to be spoken to as if you have an IQ of 2, phone their customer service...thank you
Run from any dealings with them in the opposite direction as fast as you can. If I could give negative stars, I would. Don't dare be a human in the first twelve months of your membership. You will be under investigation, have all the doctors you've ever seen contacted all in one *** (so no privacy, dignity etc) for your medical history, AND have the pleasure of paying for it, because apparently, as per the unfished almost 40 minute call with them today, they won't pay when the doctor bills YOU for the information THEY require. I don't know about everyone else, but I most certainly don't have R750 to pay per doctor contacted????? They also won't pay for most of your medication. Also, everything is apparently automated - so if you don't actually call them to query rejections, nothing will get manually overridden and paid. But when it's time to collect your almost R12000 payment to them every month, they're absolute champions. Well done. You make the National Health Service look like a good idea....
1 reviews | Active since Oct 2011
Good but deteriorating claims management
I've used Bestmed for many years, probably 8 years. Until 2026, I never had any claim processed incorrectly - only reason I stuck with them. In 2026 they apparently moved to a new system - don't fix what isn't broken! In terms of cover, I have always found them to be quite dishonest on day-to-day cover - a lot of what they say is covered when you enquire before joining, is suddenly not covered once you've joined and they'll throw plenty of jargon. Most particularly, take their verbal advise when choosing cover, with a strong dose of salt! I'd also recommend studying their limits very intimately; they often have good "limits", only to find that underneath that they have extremely low sub-limits. Thus, you don't have nearly the cover you would have thought you had. These issues are not unique to Bestmed, despite my misgivings I'm likely to continue choosing them unless they continue messing up the claims administration.
1 reviews | Active since Oct 2011
Good but deteriorating claims management
I've used Bestmed for many years, probably 8 years. Until 2026, I never had any claim processed incorrectly - only reason I stuck with them. In 2026 they apparently moved to a new system - don't fix what isn't broken! In terms of cover, I have always found them to be quite dishonest on day-to-day cover - a lot of what they say is covered when you enquire before joining, is suddenly not covered once you've joined and they'll throw plenty of jargon. Most particularly, take their verbal advise when choosing cover, with a strong dose of salt! I'd also recommend studying their limits very intimately; they often have good "limits", only to find that underneath that they have extremely low sub-limits. Thus, you don't have nearly the cover you would have thought you had. These issues are not unique to Bestmed, despite my misgivings I'm likely to continue choosing them unless they continue messing up the claims administration.
1 reviews | Active since Jun 2026
Emergency surgery not enough for PBM.
My husband went in for an emergency surgery (March 2026) on his bicep at Montana Hospital (this is on the network list). The dr's did a sonar which determined he needed immediate surgery otherwise he could lose the function of his arm, which was already black with blood. We were under the impression that going to a network hospital as we should, that every Dr. there will be covered by the medical aid. We were wrong. He did not have a choice in Dr's. There was only one put on the case. Turns out the Dr. and anesthesiologist was not on the network list (we did not know this. If this was in all the paperwork they just pushed in his hands before surgery, no one in their right mind who is currently stressing about the surgery, not even getting to see his wife before going in as this was not planned, will see any such information). Now in October, there is still an outstanding balance of +-R5000 for the anesthesiologist as the codes used does not seem "emergency" enough. Now we have phoned the medical aid who advised we call the Dr. we've called the Dr who said they will write a motivational letter. This was sent in July 2026. We have not received any feedback. So we started following up with Bestmed in September. Yet to this date still no feedback. I'm the one that keeps reaching out to follow-up, by which we are only informed it has been forwarded to the PBM department. Tell me how long does it take to understand that the internal bleeding, losing the function of his arm if left untreated does fall under PBM? Or tell me how, and this is for every other member out there, do we keep this from happening again? What was the correct steps that he was suppose to take lying on a hospital bed in pain? What questions should he have asked or stated to ensure that the rates charged or the Dr's put on the case is within your range and network list??? This is the worst service I have experience to date with this medical aid.
1 reviews | Active since Jun 2026
Emergency surgery not enough for PBM.
My husband went in for an emergency surgery (March 2026) on his bicep at Montana Hospital (this is on the network list). The dr's did a sonar which determined he needed immediate surgery otherwise he could lose the function of his arm, which was already black with blood. We were under the impression that going to a network hospital as we should, that every Dr. there will be covered by the medical aid. We were wrong. He did not have a choice in Dr's. There was only one put on the case. Turns out the Dr. and anesthesiologist was not on the network list (we did not know this. If this was in all the paperwork they just pushed in his hands before surgery, no one in their right mind who is currently stressing about the surgery, not even getting to see his wife before going in as this was not planned, will see any such information). Now in October, there is still an outstanding balance of +-R5000 for the anesthesiologist as the codes used does not seem "emergency" enough. Now we have phoned the medical aid who advised we call the Dr. we've called the Dr who said they will write a motivational letter. This was sent in July 2026. We have not received any feedback. So we started following up with Bestmed in September. Yet to this date still no feedback. I'm the one that keeps reaching out to follow-up, by which we are only informed it has been forwarded to the PBM department. Tell me how long does it take to understand that the internal bleeding, losing the function of his arm if left untreated does fall under PBM? Or tell me how, and this is for every other member out there, do we keep this from happening again? What was the correct steps that he was suppose to take lying on a hospital bed in pain? What questions should he have asked or stated to ensure that the rates charged or the Dr's put on the case is within your range and network list??? This is the worst service I have experience to date with this medical aid.
1 reviews | Active since Nov 2009
Poor service and total lack of care.
After reading their ratings I fear that there is no hope of improvement for the terrible service I get from Bestmed! My chronic medication was suddenly not available in September and their *** response stated that there's no record of my approval despite having been on the life sustaining medication since 2019, their records are obviously in a mess or this is a deliberate ploy to avoid or delay payment. Since first contacting Bestmed on 23 September there has been no progress toward solving the issue and their communications clearly indicate a lack of care for my health.
1 reviews | Active since Nov 2009
Poor service and total lack of care.
After reading their ratings I fear that there is no hope of improvement for the terrible service I get from Bestmed! My chronic medication was suddenly not available in September and their *** response stated that there's no record of my approval despite having been on the life sustaining medication since 2019, their records are obviously in a mess or this is a deliberate ploy to avoid or delay payment. Since first contacting Bestmed on 23 September there has been no progress toward solving the issue and their communications clearly indicate a lack of care for my health.