Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Medshield is described by members as a scheme that collects premiums reliably but struggles badly when care is actually needed. Customers consistently report declined or delayed authorisations, unanswered emails and conflicting benefit information. A recurring theme is individual consultants who go above and beyond, yet these bright spots sit inside a service experience that most members describe as distressing and exhausting.
Top Strengths:
- •Customer Service & Staff Quality: Members single out named consultants such as Keano, Keith, Senzo, Khanyisile, Virginia and Yolanda for passion, ownership and fast resolution. These individual efforts are the strongest positive pattern, though they contrast sharply with widespread reports of rude, dismissive and inconsistent frontline handling.
Replied to 99% of negative reviews
Reply time on negative reviews: 21h 38m
TrustIndex
2.5
Ranking
#14
in Medical Aid
Reply Time
22h 22m
NPS Score
-90
Recommended: Unlikely
Replied to 99% of negative reviews
Reply time on negative reviews: 21h 38m
Dec '25 - Nov '26
Frequently Asked Questions About Medshield
What do customers say about Medshield?
Based on recent customer reviews, Medshield is described by members as a scheme that collects premiums reliably but struggles badly when care is actually needed. Customers consistently report declined or delayed authorisations, unanswered emails and conflicting benefit information. A recurring theme is individual consultants who go above and beyond, yet these bright spots sit inside a service experience that most members describe as distressing and exhausting.
What is Medshield's biggest strength?
Medshield's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Staff Quality. Members single out named consultants such as Keano, Keith, Senzo, Khanyisile, Virginia and Yolanda for passion, ownership and fast resolution. These individual efforts are the strongest positive pattern, though they contrast sharply with widespread reports of rude, dismissive and inconsistent frontline handling.
What are the most common complaints about Medshield?
The most common complaint about Medshield, based on Hellopeter's AI analysis of recent customer reviews, is Billing, Payments & Account Management. Refunds for double debits, wrongly paid premiums and deductions after a member's death drag on for months without proof of payment. Late joiner penalties and unexpected debit order increases appear despite members submitting continuous cover certificates.
How does Medshield compare to other Medical Aid companies?
Medshield scores 1 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 (1.2); their weakest is Communication (0.8). The top AI-rated Medical Aid business on Hellopeter is AGS Health (4.1). How is the AI Score calculated? →
Is Medshield trustworthy?
Medshield has a TrustIndex of 2.5 out of 10 on Hellopeter, based on 126 reviews in the last 12 months. They reply to 99% of negative reviews, typically within 21 hours 38 min. Hellopeter has tracked Medshield across 1,413 total reviews. How is the TrustIndex calculated? →
Recent reviews (126)
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 2011
FALSE INACCURATE INFORMATION PROVIDED
On the Mediphila 2026 Benefit Guide, pg31 Hysteroscopy is indicated as a procedure which can attract a co-payment if done in Hospital. However, when requesting authorization for the procedure, the Pre Auth department has advised Hysteroscopy in Hospital is a Scheme Exclusion. Medshield brochures and service providers does not have corresponding information.
1 reviews | Active since Feb 2011
FALSE INACCURATE INFORMATION PROVIDED
On the Mediphila 2026 Benefit Guide, pg31 Hysteroscopy is indicated as a procedure which can attract a co-payment if done in Hospital. However, when requesting authorization for the procedure, the Pre Auth department has advised Hysteroscopy in Hospital is a Scheme Exclusion. Medshield brochures and service providers does not have corresponding information.
1 reviews | Active since Aug 2023
Terrible service by Medshield & Optivest: Refusing treatment and making false ***** allegations while patient suffers
My wife is sitting with a severe hernia/fracture in immense pain, worsening discoloration, and desperate need of medical care, yet Medshield and their administrator, Optivest, have completely refused to cover or authorize her treatment for over two months. Instead of assisting a sick patient, they are hiding behind administrative red tape and have shockingly accused us of a "********** act" simply due to an internal referral dispute between doctors—something that has absolutely nothing to do with us as members. We have recorded phone calls confirming that they are willfully withholding authorization while dragging their feet with endless, shifting demands for information. They have been officially notified that my wife's health is severely deteriorating, yet they continue to deny care. This matter has already been formally reported to the Council for Medical Schemes (CMS), and legal steps are being prepared. If you are considering Medshield, be warned: when you actually need them for a medical emergency, they may abandon you and shift blame instead of paying for your care.
1 reviews | Active since Aug 2023
Terrible service by Medshield & Optivest: Refusing treatment and making false ***** allegations while patient suffers
My wife is sitting with a severe hernia/fracture in immense pain, worsening discoloration, and desperate need of medical care, yet Medshield and their administrator, Optivest, have completely refused to cover or authorize her treatment for over two months. Instead of assisting a sick patient, they are hiding behind administrative red tape and have shockingly accused us of a "********** act" simply due to an internal referral dispute between doctors—something that has absolutely nothing to do with us as members. We have recorded phone calls confirming that they are willfully withholding authorization while dragging their feet with endless, shifting demands for information. They have been officially notified that my wife's health is severely deteriorating, yet they continue to deny care. This matter has already been formally reported to the Council for Medical Schemes (CMS), and legal steps are being prepared. If you are considering Medshield, be warned: when you actually need them for a medical emergency, they may abandon you and shift blame instead of paying for your care.
1 reviews | Active since Dec 2017
**** service
I had a post op appointment with my son. I was told in the dr rooms that i need to pay cash. I was given a invoice a proof of payment. I then sent it to medshield and stated in my email i am requesting a refund.. Imagine my shock when i get a claim approve notice but instead of refunding me they paying the Dr.. So now the Dr is getting paid twice for 1 consultation.. When i called i get told the proof i sent does not say proof of payment but rather tax invoice no where on the document does it state tax invoice.. Yet no one call me to say they need additional documents they just paid the dr.. WORST SERVICE EVER HOW THE HELL DO U PAID A DR ROOMS WHEN THE MEMBER IS ASKING FOR A REFUND. SHOULD YOUR TEAM NOT CONTACT ME FIRST!!!!
1 reviews | Active since Dec 2017
**** service
I had a post op appointment with my son. I was told in the dr rooms that i need to pay cash. I was given a invoice a proof of payment. I then sent it to medshield and stated in my email i am requesting a refund.. Imagine my shock when i get a claim approve notice but instead of refunding me they paying the Dr.. So now the Dr is getting paid twice for 1 consultation.. When i called i get told the proof i sent does not say proof of payment but rather tax invoice no where on the document does it state tax invoice.. Yet no one call me to say they need additional documents they just paid the dr.. WORST SERVICE EVER HOW THE HELL DO U PAID A DR ROOMS WHEN THE MEMBER IS ASKING FOR A REFUND. SHOULD YOUR TEAM NOT CONTACT ME FIRST!!!!
1 reviews | Active since Aug 2024
Poor Service from Medshield with delays in paying GP
I am under Medshield, when my day to day is finished, I have two 2 sessions to visit a GP under their network. Now they are not paying the GP, they have been sending me from pillar to post. The query no: *** and nothing has been done. No emails on how far with the review of this case. Also, why are they reviewing because prior visiting the GP, I called them to make sure I do have this option as its in their website as per my option MediValue Compact. Their poor service is making me seem as a bad payer to this GP, as they declined to pay.
1 reviews | Active since Aug 2024
Poor Service from Medshield with delays in paying GP
I am under Medshield, when my day to day is finished, I have two 2 sessions to visit a GP under their network. Now they are not paying the GP, they have been sending me from pillar to post. The query no: *** and nothing has been done. No emails on how far with the review of this case. Also, why are they reviewing because prior visiting the GP, I called them to make sure I do have this option as its in their website as per my option MediValue Compact. Their poor service is making me seem as a bad payer to this GP, as they declined to pay.
1 reviews | Active since Oct 2026
Extremely Disappointing Experience with MedShield – What Is the Point of Paying Medical Aid Every Month?
My experience with MedShield has been absolutely appalling. I am exhausted, frustrated and deeply disappointed by the way I have been treated during two separate medical situations in 2026. When you pay medical aid contributions every month, you expect support when you become seriously ill. Instead, I have found myself fighting an exhausting administrative battle while worrying about my health and the financial consequences of needing hospital care. My first experience was in April 2026. I was admitted to hospital with severe anaemia following prolonged abnormal bleeding. My haemoglobin was approximately 5.6 g/dL, a dangerously low level, and I required hospital treatment, including blood transfusions. Rather than being able to focus on recovering, I became caught up in an authorisation dispute with MedShield. They requested extensive historical medical information, including 12 months of medical history from a previous GP who had retired and whose practice had closed. I explained that obtaining those records was not straightforward, yet I was still left navigating a stressful administrative process while dealing with a serious medical condition. I subsequently lodged a complaint with the Council for Medical Schemes. Although my complaint passed the initial assessment stage, I have continued to experience frustration over the unresolved issues and pressure relating to outstanding medical bills. You would think that after such a distressing experience, my next interaction with MedShield would be handled with greater urgency and understanding. Unfortunately, that has not been the case. My second experience began on 19 October 2026. On 19 October, I visited my GP with dangerously high blood pressure. My GP recorded a reading of up to 187/127. I was experiencing chest pain or tightness, central back pain and headaches. My GP assessed my condition, administered medication and referred me for hospital admission. My blood pressure subsequently reached 210/138. This was frightening, and I was understandably concerned about the potential risks to my health. My doctor submitted the referral for admission, and MedShield requested further clinical documentation and medical history. I arranged for the requested paperwork, including the medical history form and a motivation letter, to be completed and submitted. I was subsequently informed that my case had been escalated for review by a case manager. Despite the seriousness of the situation and the documentation submitted, I have been left waiting. On 21 October at approximately 13:00, I phoned the hospital authorisation department AGAIN. I was told that they had received no update and therefore could not issue an authorisation number until the case manager had reviewed my case. Today is 22 October 2026, and I am STILL waiting for an authorisation number for the hospital admission my GP requested on 19 October. Let that sink in. My GP identified a serious medical concern and referred me for admission, yet three days later I am still chasing updates and waiting for someone to review my case. My biggest question is this: what happens when a situation becomes a matter of life and death? Are members expected to wait five days for hospital authorisation while their health deteriorates? Must we repeatedly phone departments, chase case managers and wait for updates while worrying about whether we can afford to receive the medical care our doctors believe we need? What makes this even more distressing is the uncertainty surrounding emergency treatment. If I deteriorate and have to present at a hospital emergency department while my planned admission authorisation is still pending, will that emergency visit be covered? Or will I face another financial nightmare because MedShield has not yet issued an authorisation number for my original admission? Why should a member have to worry about whether seeking urgent medical attention will result in unaffordable medical bills simply because an administrative review remains outstanding? I understand that medical schemes have clinical protocols, benefit rules and authorisation procedures. I am not suggesting that every admission must automatically be approved. However, there must be a reasonable balance between following procedures and responding appropriately when a member’s doctor has identified a serious medical concern. If further information is needed, communicate that clearly. If a case has been escalated, provide meaningful updates. If a decision is delayed, explain why and provide a realistic timeframe. Members should not have to repeatedly chase a medical scheme for answers while worrying about their health and financial security. What makes this experience even more heartbreaking is what I am already going through personally. I lost my partner unexpectedly and tragically. Losing someone you love in such circumstances changes your world completely. The emotional devastation, grief and shock have taken an enormous toll on me. Since his passing, I have been struggling not only emotionally but physically as well. I am now dealing with dangerously high blood pressure, chest pains or tightness, back pain, headaches and a fast heart rate. I am undergoing medical investigations, and I still do not have clear answers about what is causing these symptoms. Living with that uncertainty is frightening enough on its own. Not knowing what is happening to your body, worrying about your health and waiting to understand what treatment you need is an incredibly vulnerable position to be in. Instead of being able to focus on getting answers, receiving appropriate medical care and trying to cope with the loss of my partner, I have had to spend my time chasing MedShield for an authorisation number and worrying about whether I will be financially penalised for needing hospital treatment. I am grieving the unexpected loss of my partner while simultaneously trying to understand what is happening to my own health. The last thing I should have to do during this period is fight an administrative battle for clarity about a hospital admission my doctor has requested. I am not suggesting that MedShield is responsible for my medical condition. My complaint is about the additional distress, uncertainty and administrative burden I am experiencing while trying to obtain the medical care I need. The fact that I struggled to obtain historical medical records in April because my previous GP had retired, and am now dealing with another prolonged authorisation process in October, has severely undermined my confidence in MedShield. A medical scheme is supposed to provide financial protection and access to healthcare according to its benefits and rules. It should not leave members feeling abandoned, frightened and uncertain about what happens when their doctor recommends hospital admission. I am paying for medical aid. I am not asking for a favour. I am asking for fair consideration, clear communication and an appropriate response to a serious medical situation. My experience with MedShield has been deeply disappointing, both in April and now in October. The emotional strain, uncertainty and concern about potential medical bills have been considerable. MedShield needs to take a serious look at how it manages urgent authorisation requests, communicates with members and handles cases where historical medical records are genuinely unavailable. As of 22 October 2026, I am still waiting for an authorisation number for the admission my GP requested on 19 October. After repeated follow-ups, I have been told that nothing can proceed until the case manager reviews my case. Is this really the standard of service members should expect when they need medical care? And what protection does a member actually have when an urgent situation cannot wait for an administrative process to run its course? No member should have to endure this level of stress while dealing with significant health concerns, and certainly not while navigating the devastating loss of someone they love. I sincerely hope MedShield takes this complaint seriously and improves its processes. Members deserve timely communication, compassion and clarity when they are medically vulnerable—not days of uncertainty about whether their hospital admission will be authorised.
1 reviews | Active since Oct 2026
Extremely Disappointing Experience with MedShield – What Is the Point of Paying Medical Aid Every Month?
My experience with MedShield has been absolutely appalling. I am exhausted, frustrated and deeply disappointed by the way I have been treated during two separate medical situations in 2026. When you pay medical aid contributions every month, you expect support when you become seriously ill. Instead, I have found myself fighting an exhausting administrative battle while worrying about my health and the financial consequences of needing hospital care. My first experience was in April 2026. I was admitted to hospital with severe anaemia following prolonged abnormal bleeding. My haemoglobin was approximately 5.6 g/dL, a dangerously low level, and I required hospital treatment, including blood transfusions. Rather than being able to focus on recovering, I became caught up in an authorisation dispute with MedShield. They requested extensive historical medical information, including 12 months of medical history from a previous GP who had retired and whose practice had closed. I explained that obtaining those records was not straightforward, yet I was still left navigating a stressful administrative process while dealing with a serious medical condition. I subsequently lodged a complaint with the Council for Medical Schemes. Although my complaint passed the initial assessment stage, I have continued to experience frustration over the unresolved issues and pressure relating to outstanding medical bills. You would think that after such a distressing experience, my next interaction with MedShield would be handled with greater urgency and understanding. Unfortunately, that has not been the case. My second experience began on 19 October 2026. On 19 October, I visited my GP with dangerously high blood pressure. My GP recorded a reading of up to 187/127. I was experiencing chest pain or tightness, central back pain and headaches. My GP assessed my condition, administered medication and referred me for hospital admission. My blood pressure subsequently reached 210/138. This was frightening, and I was understandably concerned about the potential risks to my health. My doctor submitted the referral for admission, and MedShield requested further clinical documentation and medical history. I arranged for the requested paperwork, including the medical history form and a motivation letter, to be completed and submitted. I was subsequently informed that my case had been escalated for review by a case manager. Despite the seriousness of the situation and the documentation submitted, I have been left waiting. On 21 October at approximately 13:00, I phoned the hospital authorisation department AGAIN. I was told that they had received no update and therefore could not issue an authorisation number until the case manager had reviewed my case. Today is 22 October 2026, and I am STILL waiting for an authorisation number for the hospital admission my GP requested on 19 October. Let that sink in. My GP identified a serious medical concern and referred me for admission, yet three days later I am still chasing updates and waiting for someone to review my case. My biggest question is this: what happens when a situation becomes a matter of life and death? Are members expected to wait five days for hospital authorisation while their health deteriorates? Must we repeatedly phone departments, chase case managers and wait for updates while worrying about whether we can afford to receive the medical care our doctors believe we need? What makes this even more distressing is the uncertainty surrounding emergency treatment. If I deteriorate and have to present at a hospital emergency department while my planned admission authorisation is still pending, will that emergency visit be covered? Or will I face another financial nightmare because MedShield has not yet issued an authorisation number for my original admission? Why should a member have to worry about whether seeking urgent medical attention will result in unaffordable medical bills simply because an administrative review remains outstanding? I understand that medical schemes have clinical protocols, benefit rules and authorisation procedures. I am not suggesting that every admission must automatically be approved. However, there must be a reasonable balance between following procedures and responding appropriately when a member’s doctor has identified a serious medical concern. If further information is needed, communicate that clearly. If a case has been escalated, provide meaningful updates. If a decision is delayed, explain why and provide a realistic timeframe. Members should not have to repeatedly chase a medical scheme for answers while worrying about their health and financial security. What makes this experience even more heartbreaking is what I am already going through personally. I lost my partner unexpectedly and tragically. Losing someone you love in such circumstances changes your world completely. The emotional devastation, grief and shock have taken an enormous toll on me. Since his passing, I have been struggling not only emotionally but physically as well. I am now dealing with dangerously high blood pressure, chest pains or tightness, back pain, headaches and a fast heart rate. I am undergoing medical investigations, and I still do not have clear answers about what is causing these symptoms. Living with that uncertainty is frightening enough on its own. Not knowing what is happening to your body, worrying about your health and waiting to understand what treatment you need is an incredibly vulnerable position to be in. Instead of being able to focus on getting answers, receiving appropriate medical care and trying to cope with the loss of my partner, I have had to spend my time chasing MedShield for an authorisation number and worrying about whether I will be financially penalised for needing hospital treatment. I am grieving the unexpected loss of my partner while simultaneously trying to understand what is happening to my own health. The last thing I should have to do during this period is fight an administrative battle for clarity about a hospital admission my doctor has requested. I am not suggesting that MedShield is responsible for my medical condition. My complaint is about the additional distress, uncertainty and administrative burden I am experiencing while trying to obtain the medical care I need. The fact that I struggled to obtain historical medical records in April because my previous GP had retired, and am now dealing with another prolonged authorisation process in October, has severely undermined my confidence in MedShield. A medical scheme is supposed to provide financial protection and access to healthcare according to its benefits and rules. It should not leave members feeling abandoned, frightened and uncertain about what happens when their doctor recommends hospital admission. I am paying for medical aid. I am not asking for a favour. I am asking for fair consideration, clear communication and an appropriate response to a serious medical situation. My experience with MedShield has been deeply disappointing, both in April and now in October. The emotional strain, uncertainty and concern about potential medical bills have been considerable. MedShield needs to take a serious look at how it manages urgent authorisation requests, communicates with members and handles cases where historical medical records are genuinely unavailable. As of 22 October 2026, I am still waiting for an authorisation number for the admission my GP requested on 19 October. After repeated follow-ups, I have been told that nothing can proceed until the case manager reviews my case. Is this really the standard of service members should expect when they need medical care? And what protection does a member actually have when an urgent situation cannot wait for an administrative process to run its course? No member should have to endure this level of stress while dealing with significant health concerns, and certainly not while navigating the devastating loss of someone they love. I sincerely hope MedShield takes this complaint seriously and improves its processes. Members deserve timely communication, compassion and clarity when they are medically vulnerable—not days of uncertainty about whether their hospital admission will be authorised.
1 reviews | Active since Jul 2023
Formal ComplaiUnacceptable Delays, Rude Customer Service and Failure of Management to Address Complaints
I am extremely dissatisfied and frustrated with the way MedShield has handled my medical procedure authorisation. The delays, lack of communication, unhelpful customer service and complete lack of accountability have been unacceptable. I have been trying to obtain authorisation for a medical procedure, and despite numerous emails, repeated follow-ups and extensive time spent trying to resolve this matter, I have been left chasing answers while my procedure has been delayed and had to be cancelled or rescheduled. What makes this experience particularly appalling is that I have now spent more than 100 minutes on the phone trying to get answers and resolve an issue that should be handled professionally and efficiently. This is an unreasonable amount of time for a paying member to spend trying to obtain basic information about a medical authorisation. The service I have received from the call centre has been deeply disappointing. I have found the staff I have dealt with to be unhelpful, rude and lacking in compassion. There appears to be little understanding of the stress and anxiety caused when a member is waiting for authorisation for a medical procedure. Instead of receiving assistance, reassurance or clear answers, I have been left feeling dismissed and frustrated. I understand that staff may have procedures to follow and that certain authorisations require additional assessments. However, there is absolutely no excuse for rude communication, a lack of empathy or an unwillingness to assist a member who is simply trying to establish what is happening with their medical care. The communication surrounding my authorisation has also been completely unacceptable. I was recently informed that MedShield requires a referral letter that I had already submitted weeks ago. I was then advised that MedShield had apparently been waiting for this document since 6 October 2026. However, this was not communicated to me timeously, and I was not previously made aware that the document was outstanding. Had this been communicated when the issue first arose, there would have been an opportunity to address it sooner and potentially avoid further delays. Instead, I have been left trying to establish what is happening after valuable time has already been lost. I was also informed that MedShield requires historical medical records from my GP covering consultations from 10 July 2025 to date as part of a non-disclosure assessment. I expect MedShield to explain clearly why this information is required, what the assessment entails, and precisely what documentation is still outstanding. These requirements should be communicated clearly and handled efficiently, rather than becoming further obstacles that emerge through repeated follow-ups. What makes this situation even more frustrating is that I have already lodged a complaint with a manager, yet there has been no noticeable improvement in the service I am receiving or in the handling of my authorisation. Despite escalating the matter, I am still experiencing the same problems. Whenever I call and request to speak to management, I am told that management is unavailable. This raises serious concerns about the effectiveness of MedShield's complaint-handling process. What is the purpose of lodging a formal complaint with a manager if the matter remains unresolved and I cannot obtain meaningful feedback or speak to the people responsible for addressing it? Escalating a complaint should result in proper investigation, communication and action. It should not leave a member in the same position, repeatedly calling, waiting and trying to get answers from people who are unable or unwilling to resolve the issue. I appreciate that a medical scheme must follow its rules and may need to conduct assessments before approving a procedure. My complaint is not about avoiding these processes. It is about the manner in which they are being managed, the failure to communicate outstanding requirements timeously, the lack of professional customer service and the apparent absence of effective management intervention. As a paying member, I expect a reasonable standard of service, clear communication and accountability. I should not have to spend more than 100 minutes on the phone, endure rude and unhelpful interactions, repeatedly chase updates and escalate a complaint to management without seeing any improvement. This entire experience has caused considerable frustration, stress and disruption. The uncer*****y surrounding my authorisation has made an already difficult situation unnecessarily more stressful. I am requesting that MedShield: Urgently escalate my authorisation to the appropriate senior management and authorisation teams and provide a clear timeline for a decision. Explain why documentation that was submitted weeks ago was only raised as outstanding at this late stage. Confirm in writing exactly which documents are required, why they are necessary and whether anything further remains outstanding. Provide a formal response to the complaint I have already lodged with management and explain why there has been no noticeable improvement. Investigate the conduct and quality of service provided by the call centre staff I have dealt with, particularly the rude, unhelpful and uncompassionate manner in which my concerns have been handled. Explain why management has repeatedly been unavailable when I have called to escalate this matter. Ensure that one responsible person takes ownership of my case and communicates with me directly until the matter is resolved. Review the handling of this case and explain what corrective action will be taken to prevent other members from experiencing similar treatment. I am extremely disappointed that I have had to resort to a public complaint to try to obtain the assistance and accountability that should have been provided through MedShield's normal customer service and complaints processes. I do not want another generic response asking me to be patient or assuring me that the matter is being followed up. I want concrete action, clear answers, accountability and a resolution. Members pay for medical aid with the expectation that they will receive assistance when they need it. We should not have to fight through endless phone calls, poor communication and inaccessible management simply to get an authorisation processed. MedShield needs to take responsibility for how this matter has been handled and demonstrate that it values its members. At this stage, my experience has seriously undermined my confidence in the service I am receiving. I expect this complaint to be taken seriously and escalated to senior management, with a meaningful response and an urgent resolution to my outstanding authorisation.
1 reviews | Active since Jul 2023
Formal ComplaiUnacceptable Delays, Rude Customer Service and Failure of Management to Address Complaints
I am extremely dissatisfied and frustrated with the way MedShield has handled my medical procedure authorisation. The delays, lack of communication, unhelpful customer service and complete lack of accountability have been unacceptable. I have been trying to obtain authorisation for a medical procedure, and despite numerous emails, repeated follow-ups and extensive time spent trying to resolve this matter, I have been left chasing answers while my procedure has been delayed and had to be cancelled or rescheduled. What makes this experience particularly appalling is that I have now spent more than 100 minutes on the phone trying to get answers and resolve an issue that should be handled professionally and efficiently. This is an unreasonable amount of time for a paying member to spend trying to obtain basic information about a medical authorisation. The service I have received from the call centre has been deeply disappointing. I have found the staff I have dealt with to be unhelpful, rude and lacking in compassion. There appears to be little understanding of the stress and anxiety caused when a member is waiting for authorisation for a medical procedure. Instead of receiving assistance, reassurance or clear answers, I have been left feeling dismissed and frustrated. I understand that staff may have procedures to follow and that certain authorisations require additional assessments. However, there is absolutely no excuse for rude communication, a lack of empathy or an unwillingness to assist a member who is simply trying to establish what is happening with their medical care. The communication surrounding my authorisation has also been completely unacceptable. I was recently informed that MedShield requires a referral letter that I had already submitted weeks ago. I was then advised that MedShield had apparently been waiting for this document since 6 October 2026. However, this was not communicated to me timeously, and I was not previously made aware that the document was outstanding. Had this been communicated when the issue first arose, there would have been an opportunity to address it sooner and potentially avoid further delays. Instead, I have been left trying to establish what is happening after valuable time has already been lost. I was also informed that MedShield requires historical medical records from my GP covering consultations from 10 July 2025 to date as part of a non-disclosure assessment. I expect MedShield to explain clearly why this information is required, what the assessment entails, and precisely what documentation is still outstanding. These requirements should be communicated clearly and handled efficiently, rather than becoming further obstacles that emerge through repeated follow-ups. What makes this situation even more frustrating is that I have already lodged a complaint with a manager, yet there has been no noticeable improvement in the service I am receiving or in the handling of my authorisation. Despite escalating the matter, I am still experiencing the same problems. Whenever I call and request to speak to management, I am told that management is unavailable. This raises serious concerns about the effectiveness of MedShield's complaint-handling process. What is the purpose of lodging a formal complaint with a manager if the matter remains unresolved and I cannot obtain meaningful feedback or speak to the people responsible for addressing it? Escalating a complaint should result in proper investigation, communication and action. It should not leave a member in the same position, repeatedly calling, waiting and trying to get answers from people who are unable or unwilling to resolve the issue. I appreciate that a medical scheme must follow its rules and may need to conduct assessments before approving a procedure. My complaint is not about avoiding these processes. It is about the manner in which they are being managed, the failure to communicate outstanding requirements timeously, the lack of professional customer service and the apparent absence of effective management intervention. As a paying member, I expect a reasonable standard of service, clear communication and accountability. I should not have to spend more than 100 minutes on the phone, endure rude and unhelpful interactions, repeatedly chase updates and escalate a complaint to management without seeing any improvement. This entire experience has caused considerable frustration, stress and disruption. The uncer*****y surrounding my authorisation has made an already difficult situation unnecessarily more stressful. I am requesting that MedShield: Urgently escalate my authorisation to the appropriate senior management and authorisation teams and provide a clear timeline for a decision. Explain why documentation that was submitted weeks ago was only raised as outstanding at this late stage. Confirm in writing exactly which documents are required, why they are necessary and whether anything further remains outstanding. Provide a formal response to the complaint I have already lodged with management and explain why there has been no noticeable improvement. Investigate the conduct and quality of service provided by the call centre staff I have dealt with, particularly the rude, unhelpful and uncompassionate manner in which my concerns have been handled. Explain why management has repeatedly been unavailable when I have called to escalate this matter. Ensure that one responsible person takes ownership of my case and communicates with me directly until the matter is resolved. Review the handling of this case and explain what corrective action will be taken to prevent other members from experiencing similar treatment. I am extremely disappointed that I have had to resort to a public complaint to try to obtain the assistance and accountability that should have been provided through MedShield's normal customer service and complaints processes. I do not want another generic response asking me to be patient or assuring me that the matter is being followed up. I want concrete action, clear answers, accountability and a resolution. Members pay for medical aid with the expectation that they will receive assistance when they need it. We should not have to fight through endless phone calls, poor communication and inaccessible management simply to get an authorisation processed. MedShield needs to take responsibility for how this matter has been handled and demonstrate that it values its members. At this stage, my experience has seriously undermined my confidence in the service I am receiving. I expect this complaint to be taken seriously and escalated to senior management, with a meaningful response and an urgent resolution to my outstanding authorisation.
1 reviews | Active since Sept 2019
Horrible Standard of Service!
Query *** I am very dissatisfied with how this injury of my son was handled. I can understand that we are on a lower plan of your options, but nonetheless, I am still a member and I do pay my monthly contribution. Firstly, I was unable to get my son to an ER when he was injured as the first ER that would even entertain the medical aid Medshield refused to help him. If I drove the 30km to the hospital that would take him, I had to pay R 460 before they even looked at him. Not only that, I tried to call the medshield number and was told that all your offices are closed and I had to call in the morning. Which is horrible! How on earth can a medical aid company close their offices at night? Then, I had to go to Montana Hospital the next morning, 30km away from Centurion, to see a doctor that is on your plan options, which I had to pay cash for, because the doctor does not want to claim from Medshield due to lack of service. Which i didn't believe at the time, but was proven wrong. I pay you every month on the 25th. I do not wait for the 1st, for the simple reason that I cannot take the chance that something happens to my son and there is no medical aid available. Yet, when I did need this help, it turned out to be a circus. I do not accept that I have to wait 7 working days for my claim to be refunded. I am expected to pay in advance, I expect the same from you. I do not see myself continuing with Medshield if this is the standard of service I am receiving.
1 reviews | Active since Sept 2019
Horrible Standard of Service!
Query *** I am very dissatisfied with how this injury of my son was handled. I can understand that we are on a lower plan of your options, but nonetheless, I am still a member and I do pay my monthly contribution. Firstly, I was unable to get my son to an ER when he was injured as the first ER that would even entertain the medical aid Medshield refused to help him. If I drove the 30km to the hospital that would take him, I had to pay R 460 before they even looked at him. Not only that, I tried to call the medshield number and was told that all your offices are closed and I had to call in the morning. Which is horrible! How on earth can a medical aid company close their offices at night? Then, I had to go to Montana Hospital the next morning, 30km away from Centurion, to see a doctor that is on your plan options, which I had to pay cash for, because the doctor does not want to claim from Medshield due to lack of service. Which i didn't believe at the time, but was proven wrong. I pay you every month on the 25th. I do not wait for the 1st, for the simple reason that I cannot take the chance that something happens to my son and there is no medical aid available. Yet, when I did need this help, it turned out to be a circus. I do not accept that I have to wait 7 working days for my claim to be refunded. I am expected to pay in advance, I expect the same from you. I do not see myself continuing with Medshield if this is the standard of service I am receiving.
1 reviews | Active since Mar 2019
Extremely disappointed with Medshield – contributions are deducted diligently, but where is the support when a member actually needs it?
I have been a paying Medshield medical scheme member, with my monthly contributions deducted diligently and without fail. I therefore expected that, when I was hospitalised for the first time and required medical treatment, I would be able to rely on the cover for which I have been paying. Unfortunately, my experience has been extremely distressing. I am currently recovering from my hospitalisation, yet instead of being able to focus on my health and recovery, I am having to worry about medical bills that I believe should have been properly assessed and covered in terms of my medical scheme benefits. It is incredibly frustrating to faithfully pay your medical aid contributions every month and then, when a genuine medical emergency occurs, find yourself facing unpaid accounts and uncer*****y about who is going to settle them. This is not simply an inconvenience. Medical expenses can place an enormous financial and emotional burden on an individual who is already dealing with a health issue. I expect Medshield to provide a clear explanation of: Why these accounts have not been paid; The specific reasons for any rejected or unpaid claims; What steps are being taken to resolve the outstanding accounts; and What I am expected to do as the member while this matter is being investigated. I have every intention of pursuing this matter through the appropriate formal complaints and dispute-resolution channels if it cannot be resolved directly with Medshield. I will escalate the matter to the relevant regulatory and statutory authorities and, where appropriate, pursue every lawful avenue available to me. I am not asking for preferential treatment. I am asking Medshield to honour the benefits and obligations applicable to my membership and to deal with my situation fairly, transparently and urgently. A medical scheme should give its members confidence that, when they genuinely need medical care, they will not be left worrying about unpaid medical accounts while recovering from hospitalisation. I sincerely hope Medshield will reconsider my case, provide a proper written explanation and resolve the outstanding accounts without forcing me to take this matter further. I am requesting urgent intervention and a formal response.
1 reviews | Active since Mar 2019
Extremely disappointed with Medshield – contributions are deducted diligently, but where is the support when a member actually needs it?
I have been a paying Medshield medical scheme member, with my monthly contributions deducted diligently and without fail. I therefore expected that, when I was hospitalised for the first time and required medical treatment, I would be able to rely on the cover for which I have been paying. Unfortunately, my experience has been extremely distressing. I am currently recovering from my hospitalisation, yet instead of being able to focus on my health and recovery, I am having to worry about medical bills that I believe should have been properly assessed and covered in terms of my medical scheme benefits. It is incredibly frustrating to faithfully pay your medical aid contributions every month and then, when a genuine medical emergency occurs, find yourself facing unpaid accounts and uncer*****y about who is going to settle them. This is not simply an inconvenience. Medical expenses can place an enormous financial and emotional burden on an individual who is already dealing with a health issue. I expect Medshield to provide a clear explanation of: Why these accounts have not been paid; The specific reasons for any rejected or unpaid claims; What steps are being taken to resolve the outstanding accounts; and What I am expected to do as the member while this matter is being investigated. I have every intention of pursuing this matter through the appropriate formal complaints and dispute-resolution channels if it cannot be resolved directly with Medshield. I will escalate the matter to the relevant regulatory and statutory authorities and, where appropriate, pursue every lawful avenue available to me. I am not asking for preferential treatment. I am asking Medshield to honour the benefits and obligations applicable to my membership and to deal with my situation fairly, transparently and urgently. A medical scheme should give its members confidence that, when they genuinely need medical care, they will not be left worrying about unpaid medical accounts while recovering from hospitalisation. I sincerely hope Medshield will reconsider my case, provide a proper written explanation and resolve the outstanding accounts without forcing me to take this matter further. I am requesting urgent intervention and a formal response.