Keyhealth Medical Aid

Dear... I am very dissapointed in your customer service and work ethics i am a brand new client of your schem, i went to the open day asking all the necessary questions according to my health status as well as those of my children.

I changed from SamwuMed to Keyhealth hoping it would suit all my needs, or so i were promise i even have two workers that went with me to the open day and witnessed the brokers explaining everything will be covered and sorted and i could go to any Mediclinic, Netcare or Life Hospitals i were very satisfied when i left the open day and decided to join this Keyhealth that is on every billboard and television adverti*****t.

What is going on with our health system why are we even paying medical aid rates even if it is a not so expensive payment for the rich it is a lot for the middle class especially for the single parents not by choice. Such poor service i never signed up for, be honest with your clients before we apply or is everything about money and not ethics or exceptional customer service.

I rushed my son to a Mediclinic hospital close to my area at 3:00 am when he were very one night me and him alone in a car just to find out we could not be asisted as the Louis leipoldt Medi Clinic was no longer part of the Keyhealth DSP networks. It was such an embarrassing scene as the emergency were full and here i were waiting in a line with a sick child of 10years old vomiting and feverish they wanted to admit him just to find out i couldn't be help sitting there for almost an hour.

I am a single parent and has no other income except the one i have i can't drive all the way to different hospitals when it comes to emergencies. I phoned the customer service the next day and were told i could go to Kuilsriver netcare or N1 City or i should use the Mobile app i don't need a App to guide me i want a clear information as to where i can go and also which Gp, Gynea, Specialist or Pulmonologist to use. I specifically asked if i could go close by i was told by the brokers any mediclinic.

My daughter was diagnosed with ADHD i was told the medical aid covers this condition and that was the main reason why i joined the scheme, to find out they only cover a small amount the rest come off the savings this specific tablet costs R 1200 they cover about R 300 the pharmacist told me, what is the use then, what will be left of our savings it's already a little amount for 3people.

If you phone the customer care line you have to wait a few minutes before you get an answer,eventually when you speak to a consultant you are send from the one to another also don't get the feedback you were hoping for they show more attitude as if they are the specialists or GP's i don't understand the reason why we have medical aid.

I can complain about such alot of happenings with this new scheme i joined this year in January 2024. I need to wait a full year before i can change to another scheme i am not happy at all and the Mobile app the consultants always refer to if you ask direct questions as if they don't want to assist telephonically the app is even worse it never gives the close by doctors or DSP hospitals to go to.

How can you expect people to go to a DSP Hospital for an procedure but the doctor who works in your medical scheme rates does not practice in the hospital. It makes no sense please work on customer satisfaction and send out customer surveys to find out what our actual needs is with very big comment blocks so that we put in our needs and asses from there the way forward.

Unhappy client...