Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Lancet is judged far more on its accounts administration than on its laboratories. Customers consistently report payments that are never allocated, invoices and statements that never arrive, and accounts handed to debt collectors despite being settled. A recurring counterpoint is the phlebotomy experience and one named resolutions consultant, which lift Customer Service & Staff Quality (1.8) above every other theme, while Claims Processing & Authorisation (0.9) draws the harshest criticism.
Top Strengths:
- •Customer Service & Staff Quality: The clinical side earns genuine praise. Patients name phlebotomists such as Ntokozo Ndlovu and the Flora Clinic sisters for painless, gentle blood draws, and Melanie Assokom Bitang is repeatedly credited for resolving account queries with real professionalism.
Replied to 99% of negative reviews
Reply time on negative reviews: 44h 13m
TrustIndex
2.7
Ranking
#2
in Hospitals & Clinics
Reply Time
44h 26m
NPS Score
-36
Recommended: Unlikely
Replied to 99% of negative reviews
Reply time on negative reviews: 44h 13m
Nov '25 - Oct '26
Frequently Asked Questions About Lancet
What do customers say about Lancet?
Based on recent customer reviews, Lancet is judged far more on its accounts administration than on its laboratories. Customers consistently report payments that are never allocated, invoices and statements that never arrive, and accounts handed to debt collectors despite being settled. A recurring counterpoint is the phlebotomy experience and one named resolutions consultant, which lift Customer Service & Staff Quality (1.8) above every other theme, while Claims Processing & Authorisation (0.9) draws the harshest criticism.
What is Lancet's biggest strength?
Lancet's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Staff Quality. The clinical side earns genuine praise. Patients name phlebotomists such as Ntokozo Ndlovu and the Flora Clinic sisters for painless, gentle blood draws, and Melanie Assokom Bitang is repeatedly credited for resolving account queries with real professionalism.
What are the most common complaints about Lancet?
The most common complaint about Lancet, based on Hellopeter's AI analysis of recent customer reviews, is Billing, Payments & Account Management. The dominant complaint is unallocated payments. Customers resend proof of payment repeatedly, receive no invoice or statement, then face SMS demands, attorneys and credit bureau threats, including families billed for deceased relatives and accounts already in credit.
How does Lancet compare to other Hospitals & Clinics companies?
Lancet scores 1.2 out of 5 on Hellopeter's AI analysis of service quality in Hospitals & Clinics, compared to the Hospitals & Clinics industry average of 1.8. Their strongest theme is Customer Service (1.8); their weakest is Claims Processing (0.9). The top AI-rated Hospitals & Clinics business on Hellopeter is Kaelo (2.6). How is the AI Score calculated? →
Is Lancet trustworthy?
Lancet has a TrustIndex of 2.7 out of 10 on Hellopeter, based on 169 reviews in the last 12 months. They reply to 99% of negative reviews, typically within 44 hours 13 min. Hellopeter has tracked Lancet across 1,825 total reviews. How is the TrustIndex calculated? →
Recent reviews (169)
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 Feb 2022
Billing problem no solution
If I could rate Lancet 0 I would definitely do that. Did my bloods a year ago, while there the guy at the counter told me that my medical aid is covering my bloods. 1 week later I received an sms saying I must pay R165.10 which I did, then 3 months later I receive another sms I owe R875.10 for my bloods which my medical aid did not cover all of a sudden. I have been sending emails to lancet since January because I want to know what I paid R165 for if they just send me the full bill, and keep in mind there was two different ***, how I don't know. Till this day no one has fixed this, everything week there is someone else replying to my email then I have to explain the whole situation all over again. Honestly don't know how they operate at lancet but something seriously need to be done !!!!
1 reviews | Active since Feb 2022
Billing problem no solution
If I could rate Lancet 0 I would definitely do that. Did my bloods a year ago, while there the guy at the counter told me that my medical aid is covering my bloods. 1 week later I received an sms saying I must pay R165.10 which I did, then 3 months later I receive another sms I owe R875.10 for my bloods which my medical aid did not cover all of a sudden. I have been sending emails to lancet since January because I want to know what I paid R165 for if they just send me the full bill, and keep in mind there was two different ***, how I don't know. Till this day no one has fixed this, everything week there is someone else replying to my email then I have to explain the whole situation all over again. Honestly don't know how they operate at lancet but something seriously need to be done !!!!
1 reviews | Active since Nov 2025
Disgusting 7-month billing delay and harassment from Lancet Tongaat for their own mistakes!
I am absolutely appalled by the sheer incompetence and lazy administration of Lancet Laboratories, specifically relating to the Tongaat branch. My son was admitted to the hospital back in March 2026, and only now—SEVEN MONTHS LATER—is Lancet aggressively harassing me for a payment of R2,284.30. After spending hours dealing with Discovery Health myself, Discovery confirmed that they rejected the claim solely because Lancet's billing department used an incorrect practitioner restriction code when they submitted it. Lancet messed up their own paperwork, failed to monitor the rejection within the standard 4-month medical aid window, and is now trying to force a parent to pay out-of-pocket for their staff's operational failures! If the Tongaat billing team cannot handle running a basic monthly age analysis on accounts, Lancet needs to look at their internal protocols and rehire competent staff instead of putting clients under unnecessary financial pressure. You guys are supposed to touch base on every single account every single month. But clearly you are hiring *********** people. Discovery Health has now opened an internal exception request to fix Lancet's mess under Reference Number: ***. Discovery explicitly stated Lancet can contact them directly to resolve this. Do NOT send me another threatening text message. Place an immediate administrative hold on account ***. I expect a senior manager to contact me immediately to confirm this account is frozen pending Discovery's exception payout. Completely unprofessional!
1 reviews | Active since Nov 2025
Disgusting 7-month billing delay and harassment from Lancet Tongaat for their own mistakes!
I am absolutely appalled by the sheer incompetence and lazy administration of Lancet Laboratories, specifically relating to the Tongaat branch. My son was admitted to the hospital back in March 2026, and only now—SEVEN MONTHS LATER—is Lancet aggressively harassing me for a payment of R2,284.30. After spending hours dealing with Discovery Health myself, Discovery confirmed that they rejected the claim solely because Lancet's billing department used an incorrect practitioner restriction code when they submitted it. Lancet messed up their own paperwork, failed to monitor the rejection within the standard 4-month medical aid window, and is now trying to force a parent to pay out-of-pocket for their staff's operational failures! If the Tongaat billing team cannot handle running a basic monthly age analysis on accounts, Lancet needs to look at their internal protocols and rehire competent staff instead of putting clients under unnecessary financial pressure. You guys are supposed to touch base on every single account every single month. But clearly you are hiring *********** people. Discovery Health has now opened an internal exception request to fix Lancet's mess under Reference Number: ***. Discovery explicitly stated Lancet can contact them directly to resolve this. Do NOT send me another threatening text message. Place an immediate administrative hold on account ***. I expect a senior manager to contact me immediately to confirm this account is frozen pending Discovery's exception payout. Completely unprofessional!
1 reviews | Active since Nov 2020
DEEPLY UNPROFESIONAL, *********** SERVICE AND UNACCEPTABLE TREATMENT OF A PAYING CUSTOMER
Extremely disappointing service and unacceptable treatment of a paying customer. In April, I received an account from Lancet for my son's blood test for almost R3 000. I paid the account immediately and received acknowledgement that payment was received. Despite this I have repeatedly received threatening SMS messages claiming that the account remains unpaid and warning that it will be handed over for collection. Approximately two months ago, I called Lancet to resolve the matter. The operator checked their system, confirmed that payment had been received and assured me that she would remove the account from their outstanding accounts. Yet another SMS arrived a month later. I then called back and demanded to speak to a manager who again confirmed that the account had been paid in full, apologised for the inconvenience and promised to send me an updated statement reflecting a zero balance and promised me the matter would be resolved. No email was received and today I have received yet another threatening message. How can a company repeatedly acknowledge that an account has been paid yet continue to pursue the customer for payment and threaten action ? This is completely unacceptable. I have done everything required of me, paid promptly and provided proof of payment. I have also spent unnecessary time contacting Lancet on multiple occasions to correct what is clearly an internal inefficient failure. The fact that this has continued despite assurances from staff and management raises serious concerns about Lancet's billing systems and the way it treats its customers. I expect Lancet to correct its records IMMEDIATELY, stop all further demands and threats relating to this settled account and ensure that no adverse consequences arise from its repeated failure to resolve this matter. I expect a senior manager at Lancet to contact me directly, confirm that this account has been permanently cleared from their system and provide written confirmation that no further demands or payment or threats of collection action will be issues in respect of this paid account. Having now been forced to resort to HelloPeter to address a problem that Lancet has repeatedly acknowledged but failed to resolve, I can only describe this as pathetic, *********** and deeply unprofessional service. Customers who pay their accounts promptly should not have to endure repeated unjustified threats of collection action. Ampath seems the route to go!
1 reviews | Active since Nov 2020
DEEPLY UNPROFESIONAL, *********** SERVICE AND UNACCEPTABLE TREATMENT OF A PAYING CUSTOMER
Extremely disappointing service and unacceptable treatment of a paying customer. In April, I received an account from Lancet for my son's blood test for almost R3 000. I paid the account immediately and received acknowledgement that payment was received. Despite this I have repeatedly received threatening SMS messages claiming that the account remains unpaid and warning that it will be handed over for collection. Approximately two months ago, I called Lancet to resolve the matter. The operator checked their system, confirmed that payment had been received and assured me that she would remove the account from their outstanding accounts. Yet another SMS arrived a month later. I then called back and demanded to speak to a manager who again confirmed that the account had been paid in full, apologised for the inconvenience and promised to send me an updated statement reflecting a zero balance and promised me the matter would be resolved. No email was received and today I have received yet another threatening message. How can a company repeatedly acknowledge that an account has been paid yet continue to pursue the customer for payment and threaten action ? This is completely unacceptable. I have done everything required of me, paid promptly and provided proof of payment. I have also spent unnecessary time contacting Lancet on multiple occasions to correct what is clearly an internal inefficient failure. The fact that this has continued despite assurances from staff and management raises serious concerns about Lancet's billing systems and the way it treats its customers. I expect Lancet to correct its records IMMEDIATELY, stop all further demands and threats relating to this settled account and ensure that no adverse consequences arise from its repeated failure to resolve this matter. I expect a senior manager at Lancet to contact me directly, confirm that this account has been permanently cleared from their system and provide written confirmation that no further demands or payment or threats of collection action will be issues in respect of this paid account. Having now been forced to resort to HelloPeter to address a problem that Lancet has repeatedly acknowledged but failed to resolve, I can only describe this as pathetic, *********** and deeply unprofessional service. Customers who pay their accounts promptly should not have to endure repeated unjustified threats of collection action. Ampath seems the route to go!
1 reviews | Active since Jun 2012
Lance unable to change from medical aid to cash
I had a sample collected at the GP and filled in all forms with the sample being collected from the GP office by Lancet. I have requested to be billed cash instead of funds being taken from my medical aid savings. The agents at Lancet have advised this is not possible and I just need to accept this. I find this impossible to believe that it is the accounts/billing team cannot do this as they can claim more money. I have also been advised they don't know what the amount claimed is going to be and I need to wait. Avoid Lancet at all costs!
1 reviews | Active since Jun 2012
Lance unable to change from medical aid to cash
I had a sample collected at the GP and filled in all forms with the sample being collected from the GP office by Lancet. I have requested to be billed cash instead of funds being taken from my medical aid savings. The agents at Lancet have advised this is not possible and I just need to accept this. I find this impossible to believe that it is the accounts/billing team cannot do this as they can claim more money. I have also been advised they don't know what the amount claimed is going to be and I need to wait. Avoid Lancet at all costs!
1 reviews | Active since Apr 2017
Poor Service, Misinformation and Lack of Accountability at Lancet Die Wilgers
I'm expressing my disappointment with the service I received at the Lancet Die Wilgers branch, specifically from Ms Noxolo Msibi. On 11 October, I visited the branch for blood tests and was informed by Ms Msibi that "your doctor is restricted on the system." This immediately caused me concern, especially as I had been unable to contact my doctor for several days. Fearing something may have happened to her, I left the branch to call her. Fortunately, I reached her immediately, and she was equally surprised by this information. When I returned and advised that my doctor wished to understand why she was allegedly "restricted", Ms Msibi changed her explanation and said it was actually my medical aid that was restricted. I found this concerning, particularly as it contradicted what I had clearly been told earlier. The following day, I contacted my medical aid and was advised that there was no issue with my membership and that no enquiry had been received from Lancet. When I returned to the branch again, I was once more told that my medical aid was restricted. After contacting my medical aid from the branch, one of Ms Msibi's colleagues spoke directly to them and established that there was, in fact, nothing wrong with my medical aid. The issue appeared to stem from how the request had been captured or processed on the system. Mistakes happen, and I understand that. What I found most disappointing was the complete lack of accountability. Once the issue had been identified and corrected, no apology or acknowledgement was offered for the unnecessary distress, inconvenience, and delay caused by being given incorrect information on two separate occasions. As a frontline employee, Ms Msibi represents the face of your organisation. Patients should be able to expect professionalism, accuracy, and courteous service. Unfortunately, my experience fell far short of that standard and has left me with a negative impression of the Die Wilgers branch. Had my doctor not specifically referred me to Lancet, I would have considered using another provider. I trust this matter will be addressed to ensure other patients do not have a similar experience.
1 reviews | Active since Apr 2017
Poor Service, Misinformation and Lack of Accountability at Lancet Die Wilgers
I'm expressing my disappointment with the service I received at the Lancet Die Wilgers branch, specifically from Ms Noxolo Msibi. On 11 October, I visited the branch for blood tests and was informed by Ms Msibi that "your doctor is restricted on the system." This immediately caused me concern, especially as I had been unable to contact my doctor for several days. Fearing something may have happened to her, I left the branch to call her. Fortunately, I reached her immediately, and she was equally surprised by this information. When I returned and advised that my doctor wished to understand why she was allegedly "restricted", Ms Msibi changed her explanation and said it was actually my medical aid that was restricted. I found this concerning, particularly as it contradicted what I had clearly been told earlier. The following day, I contacted my medical aid and was advised that there was no issue with my membership and that no enquiry had been received from Lancet. When I returned to the branch again, I was once more told that my medical aid was restricted. After contacting my medical aid from the branch, one of Ms Msibi's colleagues spoke directly to them and established that there was, in fact, nothing wrong with my medical aid. The issue appeared to stem from how the request had been captured or processed on the system. Mistakes happen, and I understand that. What I found most disappointing was the complete lack of accountability. Once the issue had been identified and corrected, no apology or acknowledgement was offered for the unnecessary distress, inconvenience, and delay caused by being given incorrect information on two separate occasions. As a frontline employee, Ms Msibi represents the face of your organisation. Patients should be able to expect professionalism, accuracy, and courteous service. Unfortunately, my experience fell far short of that standard and has left me with a negative impression of the Die Wilgers branch. Had my doctor not specifically referred me to Lancet, I would have considered using another provider. I trust this matter will be addressed to ensure other patients do not have a similar experience.
1 reviews | Active since Jan 2011
Lancet: Debt collection demands despite payment and repeated requests for clarification
I am extremely frustrated with Lancet Laboratories' account administration and the difficulty in obtaining a clear explanation of amounts allegedly outstanding. On 4 August 2025, I paid R401.10 to Lancet through Payfast. I have the successful payment confirmation, and both the amount and account reference match Lancet's original payment request dated 21 July 2025. More than a year later, I am receiving debt collection demands from Sustainable Collection Services for R1,818.80 against that same ***, without a clear explanation of how this balance arose. Adding to the confusion, other recent demands and correspondence use different account references. Since 29 September 2026, I have repeatedly requested a full account reconciliation showing the original invoices and all payments and adjustments. I followed up again on 7 and 12 October, but the matter remains unresolved. I need to understand what is being claimed and ensure that payments already made have been correctly allocated. Receiving collection demands and threats of further action while trying to obtain this basic information is deeply frustrating.
1 reviews | Active since Jan 2011
Lancet: Debt collection demands despite payment and repeated requests for clarification
I am extremely frustrated with Lancet Laboratories' account administration and the difficulty in obtaining a clear explanation of amounts allegedly outstanding. On 4 August 2025, I paid R401.10 to Lancet through Payfast. I have the successful payment confirmation, and both the amount and account reference match Lancet's original payment request dated 21 July 2025. More than a year later, I am receiving debt collection demands from Sustainable Collection Services for R1,818.80 against that same ***, without a clear explanation of how this balance arose. Adding to the confusion, other recent demands and correspondence use different account references. Since 29 September 2026, I have repeatedly requested a full account reconciliation showing the original invoices and all payments and adjustments. I followed up again on 7 and 12 October, but the matter remains unresolved. I need to understand what is being claimed and ensure that payments already made have been correctly allocated. Receiving collection demands and threats of further action while trying to obtain this basic information is deeply frustrating.
1 reviews | Active since Oct 2026
Lancet credit control failure
My mother recently received an unpaid account from Lancet, more than a year after the service date. She queried the account with no feedback. She requested me to help and I queried the account and again, no feedback. Now Lancet handed her over to Debt Collectors, still without ever engaging directly with her except for sending threatening SMS's more than a year after the service was provided. They are not prepared to speak to her to make a payment arrangement and she cannot settle the account in one payment as she is a pensioner with very limited income. They are also not prepared to provide feedback on the question I posed on why it took more than a year to notify her of the outstanding amount and instead of starting the collections process with a phone call, they immediately threatened with handover from the first SMS received.
1 reviews | Active since Oct 2026
Lancet credit control failure
My mother recently received an unpaid account from Lancet, more than a year after the service date. She queried the account with no feedback. She requested me to help and I queried the account and again, no feedback. Now Lancet handed her over to Debt Collectors, still without ever engaging directly with her except for sending threatening SMS's more than a year after the service was provided. They are not prepared to speak to her to make a payment arrangement and she cannot settle the account in one payment as she is a pensioner with very limited income. They are also not prepared to provide feedback on the question I posed on why it took more than a year to notify her of the outstanding amount and instead of starting the collections process with a phone call, they immediately threatened with handover from the first SMS received.