Deeply Disappointed with KeyHealth – A Cautionary Tale for Prospective Members

Switching to KeyHealth Medical Aid has been one of the most regrettable decisions we've made. Our recent experience has left us feeling frustrated, helpless, and utterly let down.

We consulted our GP regarding concerning symptoms our 10-year-old daughter was experiencing — muscle twitches/shakes/jerks. These symptoms were something that has never bugged her or us before and had never been previously diagnosed or treated. Out of caution, our GP referred us to a paediatric neurosurgeon, who then requested an EEG to investigate further and make a diagnosis.

We submitted a request for authorization to KeyHealth, expecting support for a child whose health is at stake. Instead, the request was declined, and a non-disclosure investigation was launched. We comp**** fully, submitting all requested documentation. Weeks passed with no feedback. When we followed up, we were met with resistance, vague responses, and repeated requests to resend documents — even though they had already been sent directly to the correct department.

Now, over a month later, we are still waiting. The only response we receive is that the matter will be “escalated.” Meanwhile, our daughter remains untreated, and we are left questioning how a condition with no prior diagnosis or consultation can be labeled as “pre-existing.” How does one disclose something they were unaware of?

We are disgusted by the delay tactics and lack of empathy shown by KeyHealth. We have paid our premiums diligently, trusting that our child would be covered in times of need. That trust has been shattered.

We sincerely hope this review reaches someone in management who cares enough to reflect on how paying members are being treated. Our child deserves better. All members do! The reviews I have seen are terrible, one wonders how they continue operating a business that nobody can be proud members of!