Tedious claims process

Keyhealth is uncontactable. You are unable to reach them via the Call Centre. I would assume it is because there are so many dissatisfied members so early in the year. It takes 48 hours + before an agent get's back to you.

I must say though, that the live chat consultants are quite prompt and helpful. This is an easier way to reach the consultants.

Each time a beneficiary goes to the doctor, you have to go through a rigorous process of proving why you went to the doctor in order for the claim to be paid.

It is a patient's right to seek Emergency medical care. I made use of the easy ER benefit for the first time over the festive season for my son and am having to go through a tedious process of obtaining medical reports to prove it was an emergency. Obtaining such a report is also going to cost me an additional fee that I have to cover out of my own pocket.

During the festive season on public holidays, GPs are not on duty, and even less so at 19h00 at night. My son was diagnosed with faecal impaction which can be deadly if left untreated. That is not what we suspected upon taking him to the ER.

I feel that Keyhealth does not trust it's members to manage their health and wellbeing nor to make adequate decisions when seeking medical assistance.

I also feel that such a tedious process is perhaps with the hopes that the member will rather just manage the account themselves rather than go through all the red tape and drama to get their claim approved. What is the purpose of a medical aid?