Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Key Health Medical Aid is described by members as a scheme that collects premiums reliably but struggles to deliver when care is needed. Recurring themes are refused PMB claims, non-disclosure terminations and unanswered emails. Individual consultants such as Cindy, Liezel and Matsatsi draw genuine praise, which lifts Customer Service & Staff Quality (1.6) above the other themes, yet Claims Processing & Authorisation (0.7) remains the deepest source of frustration.
Top Strengths:
- •Customer Service & Staff Quality: The brightest spots are named individuals. Members single out Cindy van Staden, Liezel Welthagen, Thelma, Winney and Matsatsi for empathy, professionalism and speed, describing dealings with real people rather than robots once a query finally reaches the right consultant.
Replied to 98% of negative reviews
Reply time on negative reviews: 7h 54m
TrustIndex
2.8
Ranking
#12
in Medical Aid
Reply Time
7h 14m
NPS Score
-47
Recommended: Unlikely
Replied to 98% of negative reviews
Reply time on negative reviews: 7h 54m
Oct '25 - Sep '26
Frequently Asked Questions About Key Health Medical Aid
What do customers say about Key Health Medical Aid?
Based on recent customer reviews, Key Health Medical Aid is described by members as a scheme that collects premiums reliably but struggles to deliver when care is needed. Recurring themes are refused PMB claims, non-disclosure terminations and unanswered emails. Individual consultants such as Cindy, Liezel and Matsatsi draw genuine praise, which lifts Customer Service & Staff Quality (1.6) above the other themes, yet Claims Processing & Authorisation (0.7) remains the deepest source of frustration.
What is Key Health Medical Aid's biggest strength?
Key Health Medical Aid's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Staff Quality. The brightest spots are named individuals. Members single out Cindy van Staden, Liezel Welthagen, Thelma, Winney and Matsatsi for empathy, professionalism and speed, describing dealings with real people rather than robots once a query finally reaches the right consultant.
What are the most common complaints about Key Health Medical Aid?
The most common complaint about Key Health Medical Aid, based on Hellopeter's AI analysis of recent customer reviews, is Communication & Responsiveness. Members describe emails to claims and banking detail changes going unanswered for months, voice messages with no callback, silent WhatsApp queues, broken portal and app logins, and automated replies that promise contact which never arrives.
Is Key Health Medical Aid trustworthy?
Key Health Medical Aid has a TrustIndex of 2.8 out of 10 on Hellopeter, based on 57 reviews in the last 12 months. They reply to 98% of negative reviews, typically within 7 hours 54 min. Hellopeter has tracked Key Health Medical Aid across 387 total reviews. How is the TrustIndex calculated? →
Recent reviews (57)
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 Mar 2019
Keyhealth never follows up on queried
Query logged 19 Aug 2026 by email. Today 21 Sept STILL waiting for a reply ref ***. Dental quote requested 21 Aug. Received only on 4 Sept and its NOT quoted according to my specific plan being Platinum. Now the query has to be sent to their back office and clinical team to INVESTIGATE !! ??? just a simple request for a dentalquote from my dentist !!! Ref ***. This is the case WITH AAALLLLL Queries . I find them very useless.
1 reviews | Active since Mar 2019
Keyhealth never follows up on queried
Query logged 19 Aug 2026 by email. Today 21 Sept STILL waiting for a reply ref ***. Dental quote requested 21 Aug. Received only on 4 Sept and its NOT quoted according to my specific plan being Platinum. Now the query has to be sent to their back office and clinical team to INVESTIGATE !! ??? just a simple request for a dentalquote from my dentist !!! Ref ***. This is the case WITH AAALLLLL Queries . I find them very useless.
1 reviews | Active since Mar 2020
Numerous comlaints wth Keyhealth with no response
I am on the optimun option os the Keyhealth Medical Scheme. I submitted a claim for optical benefits for R6 000+. Numerous enquiries about this claim are nitresponded too. I have a blocked carotid artery which was previously approved under Chronic Disease Management. Suddenly this benefit disappeared because somebody at that division decided that I will not be included under the benefits for heart disease. So obviously Keyhealth refers that I suffer the consiquenses of this chronic disease. Numerous telephone go to voice mail. An complaint lodged to the complaints department went unattended.
1 reviews | Active since Mar 2020
Numerous comlaints wth Keyhealth with no response
I am on the optimun option os the Keyhealth Medical Scheme. I submitted a claim for optical benefits for R6 000+. Numerous enquiries about this claim are nitresponded too. I have a blocked carotid artery which was previously approved under Chronic Disease Management. Suddenly this benefit disappeared because somebody at that division decided that I will not be included under the benefits for heart disease. So obviously Keyhealth refers that I suffer the consiquenses of this chronic disease. Numerous telephone go to voice mail. An complaint lodged to the complaints department went unattended.
1 reviews | Active since Sept 2026
The worst medical aid ever
The one star is a gift since I can’t give them zero stars .2 of my siblings use this medical aid and they are unhappy, they are currently sending my brother from pillar to post with regards to releasing funds so that his wife can go deliver, mind you the delivery date has passed . We have opted for public hospital and yet my brother is paying medical aid . We phone different people and they request different documents . There was also no clear communication about the turn around time for response . The agents we speak to do not even care. It is very frustrating. No one seems to know what is happening to my brothers file , they request for something and we call and get someone different and they request for the same document which was sent .
1 reviews | Active since Sept 2026
The worst medical aid ever
The one star is a gift since I can’t give them zero stars .2 of my siblings use this medical aid and they are unhappy, they are currently sending my brother from pillar to post with regards to releasing funds so that his wife can go deliver, mind you the delivery date has passed . We have opted for public hospital and yet my brother is paying medical aid . We phone different people and they request different documents . There was also no clear communication about the turn around time for response . The agents we speak to do not even care. It is very frustrating. No one seems to know what is happening to my brothers file , they request for something and we call and get someone different and they request for the same document which was sent .
1 reviews | Active since Jul 2017
Rejected claim
I am extremely disappointed with the way KeyHealth has handled my daughter’s claim for her prescribed heel-lift shoes. My daughter saw an orthopaedic specialist in July, who assessed her leg-length discrepancy and prescribed heel-lift shoes. The specialist submitted the required authorisation to KeyHealth. After several weeks, the specialist’s accounts department informed me that they had been advised that the claim would be paid in the next payment run. Based on this information, I had every reason to believe that the claim had been approved and was being processed. However, on 2 September, I suddenly received an email from KeyHealth stating that the claim had been rejected because a letter of motivation was required. I immediately contacted KeyHealth and requested copies of the communication in which they had supposedly requested the motivational letter from either the referring doctor or myself. If the required motivation was outstanding, I would have expected KeyHealth to notify me or the doctor so that it could be provided. Instead of providing the requested correspondence or proof that the doctor or I had been contacted, I was simply sent the same rejection letter again. My question to KeyHealth is very simple: **Where is the proof that the referring doctor or I were contacted and specifically requested to provide the motivational letter?** I am not disputing that additional medical information may sometimes be required. My concern is that the claim was apparently authorised/indicated as payable, only to be rejected weeks later, and when I requested proof of the alleged communication requesting the motivation, KeyHealth could not provide it. This has caused unnecessary stress and delays in obtaining medically prescribed footwear for my child. I would like KeyHealth to provide: 1. The date on which the motivational letter was requested. 2. Who the request was sent to (the doctor or myself). 3. A copy of the actual correspondence/request. 4. An explanation as to why I was informed that the claim would be paid in the next payment run if the required motivation was supposedly still outstanding.
1 reviews | Active since Jul 2017
Rejected claim
I am extremely disappointed with the way KeyHealth has handled my daughter’s claim for her prescribed heel-lift shoes. My daughter saw an orthopaedic specialist in July, who assessed her leg-length discrepancy and prescribed heel-lift shoes. The specialist submitted the required authorisation to KeyHealth. After several weeks, the specialist’s accounts department informed me that they had been advised that the claim would be paid in the next payment run. Based on this information, I had every reason to believe that the claim had been approved and was being processed. However, on 2 September, I suddenly received an email from KeyHealth stating that the claim had been rejected because a letter of motivation was required. I immediately contacted KeyHealth and requested copies of the communication in which they had supposedly requested the motivational letter from either the referring doctor or myself. If the required motivation was outstanding, I would have expected KeyHealth to notify me or the doctor so that it could be provided. Instead of providing the requested correspondence or proof that the doctor or I had been contacted, I was simply sent the same rejection letter again. My question to KeyHealth is very simple: **Where is the proof that the referring doctor or I were contacted and specifically requested to provide the motivational letter?** I am not disputing that additional medical information may sometimes be required. My concern is that the claim was apparently authorised/indicated as payable, only to be rejected weeks later, and when I requested proof of the alleged communication requesting the motivation, KeyHealth could not provide it. This has caused unnecessary stress and delays in obtaining medically prescribed footwear for my child. I would like KeyHealth to provide: 1. The date on which the motivational letter was requested. 2. Who the request was sent to (the doctor or myself). 3. A copy of the actual correspondence/request. 4. An explanation as to why I was informed that the claim would be paid in the next payment run if the required motivation was supposedly still outstanding.
1 reviews | Active since Nov 2023
Appreciation
Thank you for understanding and Thank you resolving my matter really appreciate a lot
1 reviews | Active since Nov 2023
Appreciation
Thank you for understanding and Thank you resolving my matter really appreciate a lot
1 reviews | Active since Jun 2023
Extremely disappointed with the service from this broker and the handling of my medical aid cancellation
I am extremely disappointed with the way my medical aid application and cancellation request have been handled. I specifically told the broker before the cover started that I did not want to proceed with this medical aid and that I wanted to move to Discovery. The broker assured me that I should not worry and that he would sort it out. I think he forgot about it and I followed up with him about 3 times , I trusted that he would action my instruction. Unfortunately this cover went ahead, despite my clear instruction that I did not want it. Since then, I have repeatedly followed up to have the medical aid cancelled. This has now been going on for almost a month and I’m told I need to pay for it, Every week I receive another call telling me that the cancellation will be processed, yet nothing actually happens. Last week, I was told that the cover will be treated as ‘ never started ‘ and that the matter would be escalated so that the cancellation could be actioned. I was therefore expecting this matter to finally be resolved. This morning , however, I received yet another call telling me to explain why I need to cancel the cover why am I still on explaining this weeks later ? What is particularly frustrating is that the broker has been fully aware from the beginning that I never wanted this cover to proceed. I will not be paying for something I don’t want I asked to be moved to discovery and I told the broker I never want to deal with him as I’ve had to be the one that reminds him of this request yes I do understand that he is busy but this is affecting me now. I’m only receiving the cancellation email/ letter now literally now for what I don’t know because I was not covered! I did not pay. And I said I will not be paying for this. So what do you mean I was covered and I must pay.
1 reviews | Active since Jun 2023
Extremely disappointed with the service from this broker and the handling of my medical aid cancellation
I am extremely disappointed with the way my medical aid application and cancellation request have been handled. I specifically told the broker before the cover started that I did not want to proceed with this medical aid and that I wanted to move to Discovery. The broker assured me that I should not worry and that he would sort it out. I think he forgot about it and I followed up with him about 3 times , I trusted that he would action my instruction. Unfortunately this cover went ahead, despite my clear instruction that I did not want it. Since then, I have repeatedly followed up to have the medical aid cancelled. This has now been going on for almost a month and I’m told I need to pay for it, Every week I receive another call telling me that the cancellation will be processed, yet nothing actually happens. Last week, I was told that the cover will be treated as ‘ never started ‘ and that the matter would be escalated so that the cancellation could be actioned. I was therefore expecting this matter to finally be resolved. This morning , however, I received yet another call telling me to explain why I need to cancel the cover why am I still on explaining this weeks later ? What is particularly frustrating is that the broker has been fully aware from the beginning that I never wanted this cover to proceed. I will not be paying for something I don’t want I asked to be moved to discovery and I told the broker I never want to deal with him as I’ve had to be the one that reminds him of this request yes I do understand that he is busy but this is affecting me now. I’m only receiving the cancellation email/ letter now literally now for what I don’t know because I was not covered! I did not pay. And I said I will not be paying for this. So what do you mean I was covered and I must pay.
1 reviews | Active since Nov 2023
Medication
I have a bad experience I switch from them it's worse ever samwu will authorise everything without even any single problem Keyhealth doesn't help while i switch from the they said I must die refuse to authorize my medication even doctor script from Go they don't authorise taking our money for nothing if they switch my medical aid suppose to take all the risk from. Samwu but they denied if they can't provide from me let them refund all the money was paid to medical aid because since January am fighting losing battle and they don't care either they authorize my medication or give me all the premiums paid so that I can buy my medication then
1 reviews | Active since Nov 2023
Medication
I have a bad experience I switch from them it's worse ever samwu will authorise everything without even any single problem Keyhealth doesn't help while i switch from the they said I must die refuse to authorize my medication even doctor script from Go they don't authorise taking our money for nothing if they switch my medical aid suppose to take all the risk from. Samwu but they denied if they can't provide from me let them refund all the money was paid to medical aid because since January am fighting losing battle and they don't care either they authorize my medication or give me all the premiums paid so that I can buy my medication then
1 reviews | Active since Feb 2025
Worst medical aid ever
This is one of the worst medical aids I have ever been on. It’s not cheap and the monthly payments for my family is a lot of money. My son needed a tonsillectomy and all the network doctors where at no network hospital I called the medical aid to ask for assistance and it was just I have to pay they can’t help me. I ended up paying almost the entire doctors bill they only covered 2000 rand for the dr, the anaesthetic doctor was not covered at all and I had to pay that out of pocket as well. I have no words for this horrible horrible medical aid it’s just a huge ****!!! They quick to take premiums every month but when u need the medical aid they won’t pay!!!
1 reviews | Active since Feb 2025
Worst medical aid ever
This is one of the worst medical aids I have ever been on. It’s not cheap and the monthly payments for my family is a lot of money. My son needed a tonsillectomy and all the network doctors where at no network hospital I called the medical aid to ask for assistance and it was just I have to pay they can’t help me. I ended up paying almost the entire doctors bill they only covered 2000 rand for the dr, the anaesthetic doctor was not covered at all and I had to pay that out of pocket as well. I have no words for this horrible horrible medical aid it’s just a huge ****!!! They quick to take premiums every month but when u need the medical aid they won’t pay!!!