Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Medihelp shows a strained member experience. Members consistently describe pre-authorised procedures ending in large out of pocket shortfalls, PMB and chronic medication refusals, and complaints that go unanswered for weeks. A recurring counterpoint is the warmth of individual consultants who are named and thanked. Customer Service and Staff Quality (1.9) is the least criticised theme, while Billing, Payments and Account Management (1.0) draws the harshest feedback.
Top Strengths:
- •Customer Service & Staff Quality: A recurring bright spot is individual consultants. Members name Elmarie, Elim, Rollier, Angelique du Plessis and Petro Bester as patient, compassionate and effective, with some describing them as restoring faith in the scheme despite wider frustrations.
Replied to 99% of negative reviews
Reply time on negative reviews: 21h 60m
TrustIndex
3.1
Ranking
#11
in Medical Aid
Reply Time
22h 48m
NPS Score
-86
Recommended: Unlikely
Replied to 99% of negative reviews
Reply time on negative reviews: 21h 60m
Oct '25 - Sep '26
Frequently Asked Questions About Medihelp
What do customers say about Medihelp?
Based on recent customer reviews, Medihelp shows a strained member experience. Members consistently describe pre-authorised procedures ending in large out of pocket shortfalls, PMB and chronic medication refusals, and complaints that go unanswered for weeks. A recurring counterpoint is the warmth of individual consultants who are named and thanked. Customer Service and Staff Quality (1.9) is the least criticised theme, while Billing, Payments and Account Management (1.0) draws the harshest feedback.
What is Medihelp's biggest strength?
Medihelp's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Staff Quality. A recurring bright spot is individual consultants. Members name Elmarie, Elim, Rollier, Angelique du Plessis and Petro Bester as patient, compassionate and effective, with some describing them as restoring faith in the scheme despite wider frustrations.
What are the most common complaints about Medihelp?
The most common complaint about Medihelp, based on Hellopeter's AI analysis of recent customer reviews, is Communication & Responsiveness. Members consistently report complaint tickets left open, bouncing or ignored emails, repeated transfers on the phone and no proactive notice of suspensions or short paid claims. Escalations to management often produce a case number and then silence.
How does Medihelp compare to other Medical Aid companies?
Medihelp scores 1.3 out of 5 on Hellopeter's AI analysis of service quality in Medical Aid, compared to the Medical Aid industry average of 1.8. Their strongest theme is Customer Service (1.8); their weakest is Claims Processing (1). The top AI-rated Medical Aid business on Hellopeter is AGS Health (4.1). How is the AI Score calculated? →
Is Medihelp trustworthy?
Medihelp has a TrustIndex of 3.1 out of 10 on Hellopeter, based on 77 reviews in the last 12 months. They reply to 99% of negative reviews, typically within 21 hours 60 min. Hellopeter has tracked Medihelp across 1,449 total reviews. How is the TrustIndex calculated? →
Recent reviews (77)
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 Nov 2024
WORST MEDICAL AID
I am on medihelp medical aid. WORST medical aid to ever have. Staff just there to earn a salary. They authorize procedures and then just not pay. Email after email no answer. And if they answer they come with excuses. The Procedure is not what a specialist done. NEVER WILL I RECOMMEND THEM. Rather Keyhealth
1 reviews | Active since Nov 2024
WORST MEDICAL AID
I am on medihelp medical aid. WORST medical aid to ever have. Staff just there to earn a salary. They authorize procedures and then just not pay. Email after email no answer. And if they answer they come with excuses. The Procedure is not what a specialist done. NEVER WILL I RECOMMEND THEM. Rather Keyhealth
1 reviews | Active since Jan 2019
Medihelp's claims handlers are apparently illiterate
I recently submitted a claim for an x-ray which I had paid in full to the service provider. The invoice I sent to Medihelp even showed the amount owing as "paid by credit card". Despite this Medihelp sent me a statement to the effect they have paid the service provider. So the Radiologist has been paid twice for the same x-ray, once by me on the day of the consultation and now again by Medihelp. Can Medihelp's employees even read? Whose credit card did they think settled the bill on the day of the consultation? I sent an email querying this 5 days ago. Nobody has had the courtesy to even acknowledge receipt of it and today I have been sent a second claims statement confirming that Medihelp paid the service provider. I'm out of pocket because claims handlers don't, can't or won't read the info sent to them. They must chase the service provider for a refund as it is their sheer incompetence which has caused this problem. I want my money!
1 reviews | Active since Jan 2019
Medihelp's claims handlers are apparently illiterate
I recently submitted a claim for an x-ray which I had paid in full to the service provider. The invoice I sent to Medihelp even showed the amount owing as "paid by credit card". Despite this Medihelp sent me a statement to the effect they have paid the service provider. So the Radiologist has been paid twice for the same x-ray, once by me on the day of the consultation and now again by Medihelp. Can Medihelp's employees even read? Whose credit card did they think settled the bill on the day of the consultation? I sent an email querying this 5 days ago. Nobody has had the courtesy to even acknowledge receipt of it and today I have been sent a second claims statement confirming that Medihelp paid the service provider. I'm out of pocket because claims handlers don't, can't or won't read the info sent to them. They must chase the service provider for a refund as it is their sheer incompetence which has caused this problem. I want my money!
1 reviews | Active since Jul 2011
SHORT PAYMENT OF PMB LEGISLATED CLAIM
ATT: Varsha Vala It is with desperation that I am reaching out to you. Patient was admitted to hospital Via the ER unit with confirmed PMB - RSV PCR Ampath lab 13-05-2026. This was submitted to the medical aid and short paid at scheme rates. We have provided detailed motivations. Under the SA law an emergency medical admission remains a PMB condition in its own right!! Clinically and legally under SA law J12.1 can be diagnosed without a chest x-ray as a chest x-ray is not a legal requirement to define pneumonia under the SA coding standards or the Council for Medical Schemes guidelines. I await your urgent response
1 reviews | Active since Jul 2011
SHORT PAYMENT OF PMB LEGISLATED CLAIM
ATT: Varsha Vala It is with desperation that I am reaching out to you. Patient was admitted to hospital Via the ER unit with confirmed PMB - RSV PCR Ampath lab 13-05-2026. This was submitted to the medical aid and short paid at scheme rates. We have provided detailed motivations. Under the SA law an emergency medical admission remains a PMB condition in its own right!! Clinically and legally under SA law J12.1 can be diagnosed without a chest x-ray as a chest x-ray is not a legal requirement to define pneumonia under the SA coding standards or the Council for Medical Schemes guidelines. I await your urgent response
1 reviews | Active since Nov 2019
MEDIHELPS NON PAYMENTS ON PRE AUTHORIZED OP ON A NON NETWORK PLAN
I feel like all I do is complain about Medihelp these days! You guys pre authorized the entire procedure and only excluded roughly R2000 or R3000. Now I get this where you are only paying approximately R8600 of a R25k bill to the surgeon? I do not understand what is going on? So for this entire procedure, as a non network medihelp customer, whom pays their premiums on time every month, and a decent amount in premiums evrry month, by no means "cheap", that also does everything the correct way and gets all pre auths done and ensures to contact you prior to anything to get confirmations of everything, Medihelp is making me pay R40 029.89 out of pocket for this procedure??? In the amount of R16 316.57 that medihelp is not paying the ENT. EVEN THOUGH THIS WAS PRE AITHORIZED. R16 563.32 for the anesthetist. EVEN THOUGH THIS WAS PRE AUTHORIZED. R2000 Co-payment for the CT scan of a total of R2371. Also Pre Authirized. And R5140 Co-payment for the hospital. This must be a joke. Why am I paying your premiums, especially non network premiums? I made sure to select a non network plan, and you are still attempting to tell me the reason for your non payments is because the Doctors are not in your network. I SPECIFICALLY CHOSE A NON NETWORK PLAN AND MY PREMIUM REFLECTS THIS!! Why am I doing pre authorizations prior which confirm all things will be paid, only to be left with a bill at the end of everything?? This total situation cost R128 414.64 excluding medication which i also had to cover mostly out of pocket, in the amount of R940 odd of a R1100 bill even though they were given to me in hospital. Medihelp has covered, on an entirely pre authorized procedure, on an entirely non network plan which I pay for, the amount of R86 309.82 - most of which was solely paid to the hospital and barely anything to the actual Doctors. And I am left with an outstanding bill of R41 733.92. Again which doesn't include the take home meds I paid most of the amount for from the hospital as well. So you have paid 2/3 and I am liable for a third of this bill??? Preauthorized procedure? Non network plan? You people need to rectify this and pay the Doctors the amounts! I have accepted the co payment for the radiology even though it left me with R2000 bill out of R2371. And I have accepted the co payment to the hospital of R5140. But the Doctors??? I cannot accept that you are not paying the Doctors on a preauthorized procedure, which again was confirmed to me would be covered entirely except 1 of the ICD 10 codes which would have left me with approximately R2000 left to pay. No, on this Pre-Authorisation I owe more than R32 000 to Doctors, Paid R940 odd for take home meds bought to me in hospital, R5140 Co-pay to the hospital, R2000 Co-pay for a pre authorized CT scan for this procedure and R1600 of R1900 for the Dr consult required for the operation. This needs to be solved immediately. I am sick of medihelp making me jump through hoops and then just not paying. If you are thinking of joining Medihelp, please ensure to read this review, it is pretty clear over view of how they work.
1 reviews | Active since Nov 2019
MEDIHELPS NON PAYMENTS ON PRE AUTHORIZED OP ON A NON NETWORK PLAN
I feel like all I do is complain about Medihelp these days! You guys pre authorized the entire procedure and only excluded roughly R2000 or R3000. Now I get this where you are only paying approximately R8600 of a R25k bill to the surgeon? I do not understand what is going on? So for this entire procedure, as a non network medihelp customer, whom pays their premiums on time every month, and a decent amount in premiums evrry month, by no means "cheap", that also does everything the correct way and gets all pre auths done and ensures to contact you prior to anything to get confirmations of everything, Medihelp is making me pay R40 029.89 out of pocket for this procedure??? In the amount of R16 316.57 that medihelp is not paying the ENT. EVEN THOUGH THIS WAS PRE AITHORIZED. R16 563.32 for the anesthetist. EVEN THOUGH THIS WAS PRE AUTHORIZED. R2000 Co-payment for the CT scan of a total of R2371. Also Pre Authirized. And R5140 Co-payment for the hospital. This must be a joke. Why am I paying your premiums, especially non network premiums? I made sure to select a non network plan, and you are still attempting to tell me the reason for your non payments is because the Doctors are not in your network. I SPECIFICALLY CHOSE A NON NETWORK PLAN AND MY PREMIUM REFLECTS THIS!! Why am I doing pre authorizations prior which confirm all things will be paid, only to be left with a bill at the end of everything?? This total situation cost R128 414.64 excluding medication which i also had to cover mostly out of pocket, in the amount of R940 odd of a R1100 bill even though they were given to me in hospital. Medihelp has covered, on an entirely pre authorized procedure, on an entirely non network plan which I pay for, the amount of R86 309.82 - most of which was solely paid to the hospital and barely anything to the actual Doctors. And I am left with an outstanding bill of R41 733.92. Again which doesn't include the take home meds I paid most of the amount for from the hospital as well. So you have paid 2/3 and I am liable for a third of this bill??? Preauthorized procedure? Non network plan? You people need to rectify this and pay the Doctors the amounts! I have accepted the co payment for the radiology even though it left me with R2000 bill out of R2371. And I have accepted the co payment to the hospital of R5140. But the Doctors??? I cannot accept that you are not paying the Doctors on a preauthorized procedure, which again was confirmed to me would be covered entirely except 1 of the ICD 10 codes which would have left me with approximately R2000 left to pay. No, on this Pre-Authorisation I owe more than R32 000 to Doctors, Paid R940 odd for take home meds bought to me in hospital, R5140 Co-pay to the hospital, R2000 Co-pay for a pre authorized CT scan for this procedure and R1600 of R1900 for the Dr consult required for the operation. This needs to be solved immediately. I am sick of medihelp making me jump through hoops and then just not paying. If you are thinking of joining Medihelp, please ensure to read this review, it is pretty clear over view of how they work.
1 reviews | Active since Jun 2020
Medihelp Client servies
My mom, who is 92, is with Medihelp. A few months ago, she requested that the debit order stop; she will rather EFT on the 1st of every month. So, for the last 3 months, she eft. No problems. This month, she EFTed again on the 1st, and on the 3rd Medihelp ran a debit order and took her money. Needless to say, I do not know who permitted Medihelp in the 1st place. But I phoned on her behalf and requested a refund, as she needs her money. The woman told me that their refund run is on the 10th of August. She assured me she will get her refund. This morning I phoned because she never received her refund. Just to be told according to their policies they have to keep the funds back as they want to be sure we do not stop the debit order, My problem is, I assured her we will not stop the debit order and to be ons the safe side the debit order must contunue to avoid future problems like this (as it does not matter how many time you request to stop the debit orders, Medihelp finds a way to resubmit the debit order, regardless what you instructed them. Now this morning a Manager told her my mom will get her refund by the 25th. (Hopefully) NOW MY PROBLEM is why this information was not shared with us, knowing this is going to happen - just to get me off the phone?? What do they know about my mom's financial status? She could have needed that money - and is now out of pocket. It seems to me Medihelp do not care. What is the problem with Medihelp? Do they need money so badly? I think their client service is extremely bad, and they are just not helping us. The main thing is we have been **** to. They knew all along that my mom would not receive her refund by the 10th. Rater tell the truth.
1 reviews | Active since Jun 2020
Medihelp Client servies
My mom, who is 92, is with Medihelp. A few months ago, she requested that the debit order stop; she will rather EFT on the 1st of every month. So, for the last 3 months, she eft. No problems. This month, she EFTed again on the 1st, and on the 3rd Medihelp ran a debit order and took her money. Needless to say, I do not know who permitted Medihelp in the 1st place. But I phoned on her behalf and requested a refund, as she needs her money. The woman told me that their refund run is on the 10th of August. She assured me she will get her refund. This morning I phoned because she never received her refund. Just to be told according to their policies they have to keep the funds back as they want to be sure we do not stop the debit order, My problem is, I assured her we will not stop the debit order and to be ons the safe side the debit order must contunue to avoid future problems like this (as it does not matter how many time you request to stop the debit orders, Medihelp finds a way to resubmit the debit order, regardless what you instructed them. Now this morning a Manager told her my mom will get her refund by the 25th. (Hopefully) NOW MY PROBLEM is why this information was not shared with us, knowing this is going to happen - just to get me off the phone?? What do they know about my mom's financial status? She could have needed that money - and is now out of pocket. It seems to me Medihelp do not care. What is the problem with Medihelp? Do they need money so badly? I think their client service is extremely bad, and they are just not helping us. The main thing is we have been **** to. They knew all along that my mom would not receive her refund by the 10th. Rater tell the truth.
1 reviews | Active since Aug 2026
Rather get a Life Policy- MediHelp wants to see you die in Pain
You better off getting a LIFE POLICY, because they will decline benefits and procedures in any way possible until you DIE. Never, under any circumstances, choose Medihelp if you expect your medical aid to support you when you actually need it. If there were a 0-star option, I would choose it without hesitation. One star is far too generous for what has been one of the most frustrating and disappointing experiences I've ever had with a medical aid. Medihelp appears to do everything possible to avoid approving benefits and medically necessary procedures. Instead of providing access to appropriate specialist care, they seem content for members to remain on large quantities of pain medication while living with chronic pain, rather than approving treatments that could genuinely improve their quality of life. In my case, after completing 12 weeks of DBC treatment, enduring ongoing severe pain, and relying on multiple painkillers just to function each day, my specialist's recommendations were effectively disregarded. Instead, the decision was left to a GP—who is not a spinal or neurosurgical specialist—to determine whether I should be referred for spinal surgery. The outcome was simply "no," with the recommendation to continue DBC indefinitely. To make matters worse, the DBC program itself lacked continuity. I was treated by different locum physiothe******s throughout, making meaningful evaluations of progress nearly impossible. Even after completing the DBC program twice within 24 months, Medihelp still declined approval for a facet joint injection—a procedure specifically intended to reduce pain and potentially decrease dependence on pain medication. The poor experience doesn't end there. I was given incorrect information over the phone regarding my benefits and was assured that a consultation with a network specialist would be covered. When I later submitted my claim, only a fraction of the consultation fee was reimbursed. This is unacceptable and completely inconsistent with what I was told. My experience has left me with the impression that member wellbeing comes second to cost-saving measures. I have lost all confidence in Medihelp and will be lodging formal complaints with the relevant regulatory authorities, including the Council for Medical Schemes (CMS). I also intend to share my experience so that others can make an informed decision before entrusting their health—and their money—to this medical aid. When you pay substantial monthly premiums, you expect support when you are seriously ill or in chronic pain. In my experience, Medihelp failed to deliver when it mattered most.
1 reviews | Active since Aug 2026
Rather get a Life Policy- MediHelp wants to see you die in Pain
You better off getting a LIFE POLICY, because they will decline benefits and procedures in any way possible until you DIE. Never, under any circumstances, choose Medihelp if you expect your medical aid to support you when you actually need it. If there were a 0-star option, I would choose it without hesitation. One star is far too generous for what has been one of the most frustrating and disappointing experiences I've ever had with a medical aid. Medihelp appears to do everything possible to avoid approving benefits and medically necessary procedures. Instead of providing access to appropriate specialist care, they seem content for members to remain on large quantities of pain medication while living with chronic pain, rather than approving treatments that could genuinely improve their quality of life. In my case, after completing 12 weeks of DBC treatment, enduring ongoing severe pain, and relying on multiple painkillers just to function each day, my specialist's recommendations were effectively disregarded. Instead, the decision was left to a GP—who is not a spinal or neurosurgical specialist—to determine whether I should be referred for spinal surgery. The outcome was simply "no," with the recommendation to continue DBC indefinitely. To make matters worse, the DBC program itself lacked continuity. I was treated by different locum physiothe******s throughout, making meaningful evaluations of progress nearly impossible. Even after completing the DBC program twice within 24 months, Medihelp still declined approval for a facet joint injection—a procedure specifically intended to reduce pain and potentially decrease dependence on pain medication. The poor experience doesn't end there. I was given incorrect information over the phone regarding my benefits and was assured that a consultation with a network specialist would be covered. When I later submitted my claim, only a fraction of the consultation fee was reimbursed. This is unacceptable and completely inconsistent with what I was told. My experience has left me with the impression that member wellbeing comes second to cost-saving measures. I have lost all confidence in Medihelp and will be lodging formal complaints with the relevant regulatory authorities, including the Council for Medical Schemes (CMS). I also intend to share my experience so that others can make an informed decision before entrusting their health—and their money—to this medical aid. When you pay substantial monthly premiums, you expect support when you are seriously ill or in chronic pain. In my experience, Medihelp failed to deliver when it mattered most.
1 reviews | Active since Aug 2026
One person can make the world of difference.
After a very bad experience with Medihelp regarding my chronically ill child, I was called by Elmarie, asking what she can do to help with my bad experience. She was extremely helpful in explaining everything to me and how it can be fixed so that my child was covered by Medihelp, as well as staying in contact until it was done. Elamrie was a god send and truly restored my faith in humanity. I truly believe that certain individuals can either lift a company up or drag it down - Elmarie is one of those people that lift it up! I believe if there were more individuals like her, then Medihelp wouldn't have so many bad reviews.
1 reviews | Active since Aug 2026
One person can make the world of difference.
After a very bad experience with Medihelp regarding my chronically ill child, I was called by Elmarie, asking what she can do to help with my bad experience. She was extremely helpful in explaining everything to me and how it can be fixed so that my child was covered by Medihelp, as well as staying in contact until it was done. Elamrie was a god send and truly restored my faith in humanity. I truly believe that certain individuals can either lift a company up or drag it down - Elmarie is one of those people that lift it up! I believe if there were more individuals like her, then Medihelp wouldn't have so many bad reviews.