Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Flexicare is described by members as easy to join but very difficult to use. Customers consistently report denied emergency and medication cover, refunds and cancellations that drag on for weeks, plus unanswered emails and dropped calls. A recurring theme is misleading information given at point of sale. Isolated praise centres on individual agents, notably Zandile, who resolve problems quickly.
Top Strengths:
- •Customer Service & Staff Quality: Customer Service & Staff Quality (1.2) is the least damaged theme, carried almost entirely by one named consultant, Zandile, who is praised for friendly follow up and same day resolution. Most other interactions are described as clueless, misinformed or dismissive.
Replied to 98% of negative reviews
Reply time on negative reviews: 314h 33m
TrustIndex
2.4
Ranking
#17
in Medical Aid
Reply Time
303h 56m
NPS Score
-93
Recommended: Unlikely
Replied to 98% of negative reviews
Reply time on negative reviews: 314h 33m
Nov '25 - Oct '26
Frequently Asked Questions About Flexicare
What do customers say about Flexicare?
Based on recent customer reviews, Flexicare is described by members as easy to join but very difficult to use. Customers consistently report denied emergency and medication cover, refunds and cancellations that drag on for weeks, plus unanswered emails and dropped calls. A recurring theme is misleading information given at point of sale. Isolated praise centres on individual agents, notably Zandile, who resolve problems quickly.
What is Flexicare's biggest strength?
Flexicare's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Staff Quality. Customer Service & Staff Quality (1.2) is the least damaged theme, carried almost entirely by one named consultant, Zandile, who is praised for friendly follow up and same day resolution. Most other interactions are described as clueless, misinformed or dismissive.
What are the most common complaints about Flexicare?
The most common complaint about Flexicare, based on Hellopeter's AI analysis of recent customer reviews, is Coverage, Benefits & Plan Transparency. Coverage, Benefits & Plan Transparency (0.8) draws the sharpest anger. Members describe emergency and casualty benefits refused at hospital, chronic medicines dropped from the formulary, waiting periods that differ from sales promises, and network providers refusing Flexicare.
How does Flexicare compare to other Medical Aid companies?
Flexicare scores 0.9 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 (1.2); their weakest is Billing & Payments (0.7). The top AI-rated Medical Aid business on Hellopeter is AGS Health (4.1). How is the AI Score calculated? →
Is Flexicare trustworthy?
Flexicare has a TrustIndex of 2.4 out of 10 on Hellopeter, based on 119 reviews in the last 12 months. They reply to 98% of negative reviews, typically within 314 hours 33 min. Hellopeter has tracked Flexicare across 490 total reviews. How is the TrustIndex calculated? →
Recent reviews (119)
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 Apr 2025
Flexicare health insurance misinformation
I called on October 2nd at 13:19 and I spoke to a lady who I do not remember by name and I asked if I can put my Flexicare health insurance on hold for 2 months or would I need to cancel the insurance entirely and what are the refund options, she stated that I should send an email and request for a cancellation and I will be provided with the refund options and necessary information regarding cancellation and putting the cover on hold. I then sent an email and was sent a cancellation confirmation along with a non refund attachment. I was not informed about the cancellation procedures and refund options before cancellation of the insurance. Therefore I would like a refund of all my premiums that I have been debited. I also tried to lay a complaint and I was advised to reach out to the Discovery complaints portal and I'm not getting any resolution.
1 reviews | Active since Apr 2025
Flexicare health insurance misinformation
I called on October 2nd at 13:19 and I spoke to a lady who I do not remember by name and I asked if I can put my Flexicare health insurance on hold for 2 months or would I need to cancel the insurance entirely and what are the refund options, she stated that I should send an email and request for a cancellation and I will be provided with the refund options and necessary information regarding cancellation and putting the cover on hold. I then sent an email and was sent a cancellation confirmation along with a non refund attachment. I was not informed about the cancellation procedures and refund options before cancellation of the insurance. Therefore I would like a refund of all my premiums that I have been debited. I also tried to lay a complaint and I was advised to reach out to the Discovery complaints portal and I'm not getting any resolution.
1 reviews | Active since Sept 2026
Cancellation
I still haven't received my money back,2 weeks back i asked that the police can it be cancelled and refund my money back instead they are busy sending me certificate membership,i dont want that anymore please cancell yhe police because from the first place they misled me and sold a lie to me.i dont want any futher communication can they please cancel the police and reverse my money back
1 reviews | Active since Sept 2026
Cancellation
I still haven't received my money back,2 weeks back i asked that the police can it be cancelled and refund my money back instead they are busy sending me certificate membership,i dont want that anymore please cancell yhe police because from the first place they misled me and sold a lie to me.i dont want any futher communication can they please cancel the police and reverse my money back
1 reviews | Active since Feb 2021
Failure to properly reconcile and trace payments
I am lodging this complaint because I have been trying to get Discovery/Flexicare to properly reconcile my account and explain how my payments were allocated, but I have not received a satisfactory answer. References: *** and *** Initially, my monthly premium was R2,050, made up as follows: Medical Aid: R1,397 Emergency/Trauma Benefit: R494 Vitality: R159 Total: R2,050 I was subsequently advised that the Emergency/Trauma Benefit was withdrawn effective 30 April 2026 and processed on 22 June 2026. Therefore, after its removal, my monthly premium should have been R1,556, being R1,397 Medical Aid + R159 Vitality. However, there are payments during May to August 2026 that I need properly accounted for. My actual payments include: May 2026: R1,947 debit order 01 June 2026: R2,153 manual payment to Discovery Life Pty Ltd July 2026: R2,038 debit order 01 August 2026: R1,397 debit order 03 August 2026: R653 manual payment to Discovery Life Pty Ltd I have bank records confirming the manual payments of R2,153 on 01 June and R653 on 03 August. Despite providing this information, I have received responses stating that there was no credit due and that the May and June Trauma Benefit debit orders were returned unpaid. This does not answer my actual question: Where were the payments that I made actually allocated? The reconciliation provided to me also reflects R0 billed and R0 received for the Trauma Benefit from May 2026 onwards, yet I made payments during this period that need to be traced and allocated correctly. I am not asking for a generic billing explanation. I am requesting a transaction-by-transaction reconciliation showing: Each payment received from me; The date and amount of each payment; The payment/reference used to identify it; Which account/benefit the payment was allocated to; Which month/invoice it was allocated against; and Whether any amount remains incorrectly allocated, unallocated, or is due back to me. I have attempted to resolve this directly with Discovery/Flexicare but have not received a clear reconciliation of my actual payments. I am therefore escalating this matter through HelloPeter and requesting that someone review the account properly and provide a clear, payment-level reconciliation rather than simply referring me to the billing summary. I have supporting bank statements and proof of payment available.
1 reviews | Active since Feb 2021
Failure to properly reconcile and trace payments
I am lodging this complaint because I have been trying to get Discovery/Flexicare to properly reconcile my account and explain how my payments were allocated, but I have not received a satisfactory answer. References: *** and *** Initially, my monthly premium was R2,050, made up as follows: Medical Aid: R1,397 Emergency/Trauma Benefit: R494 Vitality: R159 Total: R2,050 I was subsequently advised that the Emergency/Trauma Benefit was withdrawn effective 30 April 2026 and processed on 22 June 2026. Therefore, after its removal, my monthly premium should have been R1,556, being R1,397 Medical Aid + R159 Vitality. However, there are payments during May to August 2026 that I need properly accounted for. My actual payments include: May 2026: R1,947 debit order 01 June 2026: R2,153 manual payment to Discovery Life Pty Ltd July 2026: R2,038 debit order 01 August 2026: R1,397 debit order 03 August 2026: R653 manual payment to Discovery Life Pty Ltd I have bank records confirming the manual payments of R2,153 on 01 June and R653 on 03 August. Despite providing this information, I have received responses stating that there was no credit due and that the May and June Trauma Benefit debit orders were returned unpaid. This does not answer my actual question: Where were the payments that I made actually allocated? The reconciliation provided to me also reflects R0 billed and R0 received for the Trauma Benefit from May 2026 onwards, yet I made payments during this period that need to be traced and allocated correctly. I am not asking for a generic billing explanation. I am requesting a transaction-by-transaction reconciliation showing: Each payment received from me; The date and amount of each payment; The payment/reference used to identify it; Which account/benefit the payment was allocated to; Which month/invoice it was allocated against; and Whether any amount remains incorrectly allocated, unallocated, or is due back to me. I have attempted to resolve this directly with Discovery/Flexicare but have not received a clear reconciliation of my actual payments. I am therefore escalating this matter through HelloPeter and requesting that someone review the account properly and provide a clear, payment-level reconciliation rather than simply referring me to the billing summary. I have supporting bank statements and proof of payment available.
1 reviews | Active since Sept 2026
Cancellation of policy
Dear FlexCare, I am writing to formally request the **immediate cancellation of my policy**, effective today. I am extremely disappointed and angry with the way this policy was sold to me. When I spoke to your agent, I was very clear about what I needed. I specifically told her that I needed **cover for doctors' visits as well as hospitalisation**, and she clearly confirmed that the cover would provide what I was asking for. Based on this information, I agreed to take what I understood to be a comprehensive cover for approximately R400, and I was further advised that hospitalisation would require an additional payment of approximately R200. I proceeded with the policy based on the information and assurances provided to me by your agent. However, after waiting an unreasonable amount of time for my policy documents, I only received them after having to lodge a complaint on HelloPeter. Upon finally receiving the documents, I discovered that the cover does not meet the needs I clearly
1 reviews | Active since Sept 2026
Cancellation of policy
Dear FlexCare, I am writing to formally request the **immediate cancellation of my policy**, effective today. I am extremely disappointed and angry with the way this policy was sold to me. When I spoke to your agent, I was very clear about what I needed. I specifically told her that I needed **cover for doctors' visits as well as hospitalisation**, and she clearly confirmed that the cover would provide what I was asking for. Based on this information, I agreed to take what I understood to be a comprehensive cover for approximately R400, and I was further advised that hospitalisation would require an additional payment of approximately R200. I proceeded with the policy based on the information and assurances provided to me by your agent. However, after waiting an unreasonable amount of time for my policy documents, I only received them after having to lodge a complaint on HelloPeter. Upon finally receiving the documents, I discovered that the cover does not meet the needs I clearly
1 reviews | Active since Oct 2026
******* flexicare membership and debit order
********** subscription and ******* debit order and difficulty cancelling and getting a refund. I previously had a flexicare membership under company capacity however employment ended on the 19th of June 2026 and it was supposed to be cancelled with immediate effect. I reached out to company to query and they state that it was now done under a different broker and not them. I did not authorize or request any new flexicare cover and definitely did not provide my banking details for debit order. I have been reaching out to Discovery for the past two months to cancel this ******* debit but to no avail. They simply say please provide email address that was used. ***. I could not even dispute debit order on my banking app as it says that i provided a mandate. I need proof of mandate investigated, flexicare cancelled, debit order cancelled and my money back ASAP.
1 reviews | Active since Oct 2026
******* flexicare membership and debit order
********** subscription and ******* debit order and difficulty cancelling and getting a refund. I previously had a flexicare membership under company capacity however employment ended on the 19th of June 2026 and it was supposed to be cancelled with immediate effect. I reached out to company to query and they state that it was now done under a different broker and not them. I did not authorize or request any new flexicare cover and definitely did not provide my banking details for debit order. I have been reaching out to Discovery for the past two months to cancel this ******* debit but to no avail. They simply say please provide email address that was used. ***. I could not even dispute debit order on my banking app as it says that i provided a mandate. I need proof of mandate investigated, flexicare cancelled, debit order cancelled and my money back ASAP.
1 reviews | Active since Sept 2026
I took out a medical cover with Discovery flexicare and have been paying my premiums for the past...
I took out a medical cover with Discovery flexicare and have been paying my premiums for the past two months, but I still have not received my policy documents or electronic membership card. I also need clarity on the waiting periods and which benefits are currently available to me. My understanding is that certain benefits may become available after the first premium is paid, so I would like to know exactly what I am covered for and from when. I have tried several times to get assistance by calling, but I am continuously transferred from one department to another without actually getting help or receiving the information I need. This has been extremely frustrating, especially because I have been paying for the cover every month. I simply need my policy documents, electronic card, and a clear explanation of my benefits and waiting periods. I hope Discovery can urgently attend to my complaint and provide the assistance I have been requesting.
1 reviews | Active since Sept 2026
I took out a medical cover with Discovery flexicare and have been paying my premiums for the past...
I took out a medical cover with Discovery flexicare and have been paying my premiums for the past two months, but I still have not received my policy documents or electronic membership card. I also need clarity on the waiting periods and which benefits are currently available to me. My understanding is that certain benefits may become available after the first premium is paid, so I would like to know exactly what I am covered for and from when. I have tried several times to get assistance by calling, but I am continuously transferred from one department to another without actually getting help or receiving the information I need. This has been extremely frustrating, especially because I have been paying for the cover every month. I simply need my policy documents, electronic card, and a clear explanation of my benefits and waiting periods. I hope Discovery can urgently attend to my complaint and provide the assistance I have been requesting.