Replied to 100% of negative reviews
Reply time on negative reviews: 7h 12m
TrustIndex
4.2
Reply Time
5h 24m
NPS Score
-20
Recommended: Unlikely
Replied to 100% of negative reviews
Reply time on negative reviews: 7h 12m
Nov '25 - Oct '26
Frequently Asked Questions About Genesis Medical Scheme
Is Genesis Medical Scheme trustworthy?
Genesis Medical Scheme has a TrustIndex of 4.2 out of 10 on Hellopeter, based on 11 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 7 hours 12 min. Hellopeter has tracked Genesis Medical Scheme across 153 total reviews. How is the TrustIndex calculated? →
Recent reviews (11)
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 Dec 2017
Genesis Refuses To Pay For Pathology But Boast Very Low Annual Increases
So Genesis has chosen to not pay (***) for any pathology whatsoever in spite of the specialist providing his explanation for requesting the tests which have confirmed that something is not right and potentially sinister. It confirmed Pre Diabetes and very high Ferritin levels. On one hand they state that, for want of a better description, they dont "second guess the doctor" but on the other hand they now refuse to pay for the pathology the Specialist Doctor deemed necessary to make a full and proper diagnosis. So now I expect Genesis to place itself on record that either they consider me personally dishonest or that the they dont trust the doctor? I can assure you my own integrity is not in question. It seems no little wonder that Genesis's increases are so low - maybe because they use chicanery to avoid payments. Be Warned!
1 reviews | Active since Dec 2017
Genesis Refuses To Pay For Pathology But Boast Very Low Annual Increases
So Genesis has chosen to not pay (***) for any pathology whatsoever in spite of the specialist providing his explanation for requesting the tests which have confirmed that something is not right and potentially sinister. It confirmed Pre Diabetes and very high Ferritin levels. On one hand they state that, for want of a better description, they dont "second guess the doctor" but on the other hand they now refuse to pay for the pathology the Specialist Doctor deemed necessary to make a full and proper diagnosis. So now I expect Genesis to place itself on record that either they consider me personally dishonest or that the they dont trust the doctor? I can assure you my own integrity is not in question. It seems no little wonder that Genesis's increases are so low - maybe because they use chicanery to avoid payments. Be Warned!
1 reviews | Active since Nov 2017
Best medical scheme ever!
Best medical scheme ever. Been meaning to say thank you for a while now, but we all know how quick and easy it is to complain, but it takes sooooo much longer to say something nice. So this is me FINALLY remembering to tell all the staff I have dealt with recently that you rock!
1 reviews | Active since Nov 2017
Best medical scheme ever!
Best medical scheme ever. Been meaning to say thank you for a while now, but we all know how quick and easy it is to complain, but it takes sooooo much longer to say something nice. So this is me FINALLY remembering to tell all the staff I have dealt with recently that you rock!
1 reviews | Active since Dec 2017
SEVERE WARNING TO GENESIS MEDICAL SCHEME MEMBERS
SEVERE WARNING TO GENESIS MEDICAL SCHEME MEMBERS: SPECIALIST HOSPITAL ADMISSION MAY STILL LEAVE YOU WITH R0 COVER I am posting this as a serious warning to Genesis members on any option, including a comprehensive option with savings. Broader day-to-day benefits or a savings component would not have changed Genesis's use of Annexure C, Rule 31 for my hospital admission. If a fully qualified specialist admits you to a ward for urgent investigation, you may reasonably believe your medical scheme will deal with the hospital cost while you focus on your health. That was not my experience. Following an acute and abnormal neurological episode, together with my cardiac-risk history, my treating medical team admitted me to hospital for urgent EEG monitoring and further investigation. While I was in a ward, Genesis declined the admission authorisation and my claims portal showed R0 benefit amounts against the hospital-related provider claims. Genesis used Annexure C, Rule 31, and quoted the following wording to me: "Unless expressly stated to the contrary or elsewhere in these rules, diagnostic tests and examinations for monitoring purposes, or that do not result in the diagnosis or confirmation of an illness or disease that necessitates surgery." Genesis later said that the admission authorisation would remain declined until it received clinical input from the treating specialist and the hospital. That leaves a fundamental concern: if clinical information was necessary to decide whether the rule should govern this case, why was the admission authorisation declined before that information had been received and assessed by an appropriate clinician? The practical result was that I was dealing with a serious health concern while facing financial exposure, anxiety and a lack of clarity about a declined hospital admission. The hospital and treating doctors were also left having to provide further records after the event so that Genesis could consider reopening the matter. My concern is not that a medical scheme may never ask for clinical information. Of course it may. My concern is the apparent default: a specialist admits a member to hospital; Genesis invokes a diagnostic exclusion; the admission authorisation is declined; and only then does the clinical assessment process begin. This raises a serious question for every Genesis member: if urgent hospital investigation does not lead to surgery, does Genesis regard the admission as excluded—even where it is necessary to diagnose, rule out or manage a possible PMB condition or medical emergency? PMBs are meant to protect members' access to the diagnosis, treatment and care of defined conditions and emergencies. A member should not have to wait for a surgical outcome before receiving clarity on whether necessary hospital investigation will be funded. Genesis is a comparatively small scheme. I expected human engagement, sensible clinical assessment and proper ownership of an exceptional case. Instead, I experienced a declined admission authorisation, R0 benefits shown on the portal, and weeks without a substantive answer. I ask Genesis to complete the assessment urgently, consider the treating specialists' clinical evidence and the PMB considerations raised, and provide a properly reasoned funding decision.
1 reviews | Active since Dec 2017
SEVERE WARNING TO GENESIS MEDICAL SCHEME MEMBERS
SEVERE WARNING TO GENESIS MEDICAL SCHEME MEMBERS: SPECIALIST HOSPITAL ADMISSION MAY STILL LEAVE YOU WITH R0 COVER I am posting this as a serious warning to Genesis members on any option, including a comprehensive option with savings. Broader day-to-day benefits or a savings component would not have changed Genesis's use of Annexure C, Rule 31 for my hospital admission. If a fully qualified specialist admits you to a ward for urgent investigation, you may reasonably believe your medical scheme will deal with the hospital cost while you focus on your health. That was not my experience. Following an acute and abnormal neurological episode, together with my cardiac-risk history, my treating medical team admitted me to hospital for urgent EEG monitoring and further investigation. While I was in a ward, Genesis declined the admission authorisation and my claims portal showed R0 benefit amounts against the hospital-related provider claims. Genesis used Annexure C, Rule 31, and quoted the following wording to me: "Unless expressly stated to the contrary or elsewhere in these rules, diagnostic tests and examinations for monitoring purposes, or that do not result in the diagnosis or confirmation of an illness or disease that necessitates surgery." Genesis later said that the admission authorisation would remain declined until it received clinical input from the treating specialist and the hospital. That leaves a fundamental concern: if clinical information was necessary to decide whether the rule should govern this case, why was the admission authorisation declined before that information had been received and assessed by an appropriate clinician? The practical result was that I was dealing with a serious health concern while facing financial exposure, anxiety and a lack of clarity about a declined hospital admission. The hospital and treating doctors were also left having to provide further records after the event so that Genesis could consider reopening the matter. My concern is not that a medical scheme may never ask for clinical information. Of course it may. My concern is the apparent default: a specialist admits a member to hospital; Genesis invokes a diagnostic exclusion; the admission authorisation is declined; and only then does the clinical assessment process begin. This raises a serious question for every Genesis member: if urgent hospital investigation does not lead to surgery, does Genesis regard the admission as excluded—even where it is necessary to diagnose, rule out or manage a possible PMB condition or medical emergency? PMBs are meant to protect members' access to the diagnosis, treatment and care of defined conditions and emergencies. A member should not have to wait for a surgical outcome before receiving clarity on whether necessary hospital investigation will be funded. Genesis is a comparatively small scheme. I expected human engagement, sensible clinical assessment and proper ownership of an exceptional case. Instead, I experienced a declined admission authorisation, R0 benefits shown on the portal, and weeks without a substantive answer. I ask Genesis to complete the assessment urgently, consider the treating specialists' clinical evidence and the PMB considerations raised, and provide a properly reasoned funding decision.
1 reviews | Active since Sept 2026
Best medical scheme EVER!
I have had the pleasure of dealing with Genesis Medical Scheme for more than five years, and every interaction with their team has consistently reaffirmed my confidence in the organisation. What stands out is their exceptional level of client service, attention to detail and, above all, the friendly and personal manner in which their staff engage with their members. It is refreshing to experience such a high standard of service in an industry where personal attention can sometimes be lacking. Well done to the entire Genesis team! You have certainly earned my confidence and, in my experience, deserve to be recognised as one of the best medical schemes in South Africa.
1 reviews | Active since Sept 2026
Best medical scheme EVER!
I have had the pleasure of dealing with Genesis Medical Scheme for more than five years, and every interaction with their team has consistently reaffirmed my confidence in the organisation. What stands out is their exceptional level of client service, attention to detail and, above all, the friendly and personal manner in which their staff engage with their members. It is refreshing to experience such a high standard of service in an industry where personal attention can sometimes be lacking. Well done to the entire Genesis team! You have certainly earned my confidence and, in my experience, deserve to be recognised as one of the best medical schemes in South Africa.
1 reviews | Active since Jan 2012
Good service - Good medical scheme
I would like to change my previous rating of 1 star to 5 stars - i may have been a bit hasty to post a negative review - the medical scheme paid out as per my hospital plan once all the correct documents were supp**** - i am satisfied for the outcome - thanks to all involved - i believe this is a good medical scheme -
1 reviews | Active since Jan 2012
Good service - Good medical scheme
I would like to change my previous rating of 1 star to 5 stars - i may have been a bit hasty to post a negative review - the medical scheme paid out as per my hospital plan once all the correct documents were supp**** - i am satisfied for the outcome - thanks to all involved - i believe this is a good medical scheme -
1 reviews | Active since Nov 2013
GENESIS IS *********
I am having a very serious issue with Genesis and I am not taking this lightly. My daughter was referred to see a Psychologist and I called Genesis to ask what I had to do. I was advised that I needed to take her to see a Psychologist in order to get a diagnosis and then apply for PMB's. I had duly done this, the Psychologist submitted everything and we waited. I sent an email to follow up and received no response and instead arrived at work the next day with my emails flooded with requests to all of the medica practitioners we have ever seen, asking for full medical history for myself and my two children. When I asked what it was about, I was ignored at first and then received a call from some man from Genesis the next day, after complaining again, who told me this was routine when they received a claim. This is not routine and is instead a non-disclosure investigation which he tried to mask as routine practice. I told him that they can go ahead and get whatever they need to, I have nothing to hide. The letters they sent out on 30 June and 1 July, stated that they needed this is 5 days to prevent disruption to my medical aid. It is now day 8. I sent an email advising that I was aware that this was a non-disclosure investigation and that they were not being transparent in what they were doing but that I am happy to co-operate and that I expect that after 5 days, they will provide a full and detailed feedback and provide the approval she needs, as well as paying for my son's hospital stay for Pneumonia, which they are suddenly also silent on. I sent another email today to advise that the 5 days has lapsed and I expect full feedback. All I received was an automated response saying that they will come back to me as soon as they can. I then see more emails to additional service providers again with the 5 day deadline, so now they are dragging this out intentionally. When I took my daughter to the Psychologist (at my own cost) on Saturday, she advised me that Genesis had told her that authorisation could take weeks and that there was no guarantee it would be given. This was communicated to her, but there has been NOTHING communicated to me. I intend on reporting this to the Council for Medical Schemes and wherever else I have to. The 5 days are up, nothing has been communicated or concluded and now they are ignoring me and attempting to drag this out. I expect someone to call me and sort this out TODAY. I will not leave this where it is. No communication and doing things in an underhanded way what I have co-operated and done everything as I was instructed to. This is unacceptable.
1 reviews | Active since Nov 2013
GENESIS IS *********
I am having a very serious issue with Genesis and I am not taking this lightly. My daughter was referred to see a Psychologist and I called Genesis to ask what I had to do. I was advised that I needed to take her to see a Psychologist in order to get a diagnosis and then apply for PMB's. I had duly done this, the Psychologist submitted everything and we waited. I sent an email to follow up and received no response and instead arrived at work the next day with my emails flooded with requests to all of the medica practitioners we have ever seen, asking for full medical history for myself and my two children. When I asked what it was about, I was ignored at first and then received a call from some man from Genesis the next day, after complaining again, who told me this was routine when they received a claim. This is not routine and is instead a non-disclosure investigation which he tried to mask as routine practice. I told him that they can go ahead and get whatever they need to, I have nothing to hide. The letters they sent out on 30 June and 1 July, stated that they needed this is 5 days to prevent disruption to my medical aid. It is now day 8. I sent an email advising that I was aware that this was a non-disclosure investigation and that they were not being transparent in what they were doing but that I am happy to co-operate and that I expect that after 5 days, they will provide a full and detailed feedback and provide the approval she needs, as well as paying for my son's hospital stay for Pneumonia, which they are suddenly also silent on. I sent another email today to advise that the 5 days has lapsed and I expect full feedback. All I received was an automated response saying that they will come back to me as soon as they can. I then see more emails to additional service providers again with the 5 day deadline, so now they are dragging this out intentionally. When I took my daughter to the Psychologist (at my own cost) on Saturday, she advised me that Genesis had told her that authorisation could take weeks and that there was no guarantee it would be given. This was communicated to her, but there has been NOTHING communicated to me. I intend on reporting this to the Council for Medical Schemes and wherever else I have to. The 5 days are up, nothing has been communicated or concluded and now they are ignoring me and attempting to drag this out. I expect someone to call me and sort this out TODAY. I will not leave this where it is. No communication and doing things in an underhanded way what I have co-operated and done everything as I was instructed to. This is unacceptable.
1 reviews | Active since Jan 2012
Genesis - a **** medical aid
I have a hospital plan with Genesis - i was rushed to hospital at the beginning of June after collapsing at home - they are now not covering in hospital benefits and not paying the hospital in full for may stay - i need to pay in excess of R40k for the hospital stay and doctors that treated me in hospital - please be careful when considering this medical aid - i will be looking at other options if they do not pay -
1 reviews | Active since Jan 2012
Genesis - a **** medical aid
I have a hospital plan with Genesis - i was rushed to hospital at the beginning of June after collapsing at home - they are now not covering in hospital benefits and not paying the hospital in full for may stay - i need to pay in excess of R40k for the hospital stay and doctors that treated me in hospital - please be careful when considering this medical aid - i will be looking at other options if they do not pay -
1 reviews | Active since Feb 2013
NON PAYMENT OF PRODUCT USED IN THEATRE
I had a second hand operation to repair my median nerve in my hand. Genesis are refusing to pay for a product called TISSEEL which the doctor used to repair the nerve in my hand and which costs R8000 I sent a motivation letter from the hand specialist as well. I am paralysed in my left hand, I cannot work or do any daily functions that im used to for the last 5 months. I have no control what a specialist uses in theatre. I am a pensioner as well. I received an email regarding this product saying its not registered in SA and its biological drug used for experiments. There should be a ruling as to how and why certain drugs/products are used. If its cosmetic fair enough but in my case it was a crucial element of repairing my nerve so that hopefully one day i can use my hand again. Please Genesis re-consider this decision of non payment. thanks and regards ,
1 reviews | Active since Feb 2013
NON PAYMENT OF PRODUCT USED IN THEATRE
I had a second hand operation to repair my median nerve in my hand. Genesis are refusing to pay for a product called TISSEEL which the doctor used to repair the nerve in my hand and which costs R8000 I sent a motivation letter from the hand specialist as well. I am paralysed in my left hand, I cannot work or do any daily functions that im used to for the last 5 months. I have no control what a specialist uses in theatre. I am a pensioner as well. I received an email regarding this product saying its not registered in SA and its biological drug used for experiments. There should be a ruling as to how and why certain drugs/products are used. If its cosmetic fair enough but in my case it was a crucial element of repairing my nerve so that hopefully one day i can use my hand again. Please Genesis re-consider this decision of non payment. thanks and regards ,