Lack of Response from Council for Medical Schemes (CMS) After Successful Registering a Complaint

I am extremely disappointed with the lack of communication and accountability from the Council for Medical Schemes (CMS).

I previously lodged a complaint against Discovery Health regarding their refusal to pay for a medical procedure from my Prescribed Minimum Benefits (PMB). The complaint was successfully registered 10 March 2026.

However, since the outcome, I have sent multiple follow-up emails to CMS seeking clarity and further information on the status of my complaint, with a lack of response after following up multiple times. It is deeply concerning that an organisation tasked with protecting medical scheme members fails to respond once a case has been concluded.

As a consumer, I rely on CMS not only to adjudicate disputes but also to provide ongoing guidance and support when needed. The complete lack of acknowledgment or communication is unacceptable and undermines confidence in the institution.

I would like CMS to: • Acknowledge receipt of my emails • Provide a clear response to my queries • Improve their post-resolution communication with consumers

At present, the level of service falls well below expectations for a regulatory body of this nature.