Bestmed’s Handling of Mental Health – A Call for Compassion

I write this with genuine disappointment and emotional distress. I joined Bestmed believing it was a medical aid that cared about its members — that valued trust, compassion, and support, especially during difficult times. My entire family is with Bestmed, and I switched to them because I believed they truly had our best interests at heart.

A few months after joining, life took a heavy turn. I was diagnosed with Major Depressive Disorder, and my psychologist recommended admission so I could receive treatment from a specialist and start the right medication as soon as possible. Wanting to do everything correctly, I contacted Bestmed beforehand to confirm whether the admission could be authorized. I even understood that it might be rejected — I would have completely accepted that, considering I had only been a member for three months.

But instead of rejecting the pre-authorization, Bestmed cancelled my membership entirely — retroactively. No warning. No opportunity to clarify. Just a cancellation that stripped me, and by extension, my dependents, of medical cover.

It was also a time of turmoil and loss for me. I hardly ever get sick — something I even expressed to Bestmed — but this was just an incredibly difficult period in my life. When I spoke to the sales representative during my application, they specifically asked about any previous diagnoses. I was transparent and explained that I had attended therapy purely for personal growth, not because of any diagnosis, and I wasn't on any medication. At that time, I was healthy and relatively well.

This decision felt harsh, thoughtless, and deeply personal. It happened during one of the most vulnerable times of my life, right after a mental health diagnosis that already left me feeling fragile and uncertain. I had no diagnosis at the time I app**** for membership — my earlier counselling sessions were purely for self-awareness and personal growth, sessions I didn't mind paying out of pocket. Yet Bestmed used that to justify ending my membership altogether.

Mental health is not a technicality. It’s not a checkbox on a form. It’s a lived experience — often confusing, painful, and deeply human. I wish Bestmed had treated this situation with empathy and understanding instead of bureaucracy.

While I understand that no medical scheme is perfect, I believe how a scheme handles mental health says a lot about its values. My experience with Bestmed has left me deeply disappointed. Perhaps they may be suitable for other types of cover, but when it comes to mental health, I would urge others to approach with caution. Expect limited empathy and rigid processes rather than understanding and care. I truly hope this changes in the future, because members deserve better.

I truly hope Bestmed reflects on how cases like mine are handled and learns to approach mental health matters with care and compassion, not suspicion and punishment.