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: 20h 24m
TrustIndex
2.5
Ranking
#15
in Medical Aid
Reply Time
21h 7m
NPS Score
-78
Recommended: Unlikely
Replied to 99% of negative reviews
Reply time on negative reviews: 20h 24m
Oct '25 - Sep '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 (1.1); their weakest is Communication (0.9). 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 140 reviews in the last 12 months. They reply to 99% of negative reviews, typically within 20 hours 24 min. Hellopeter has tracked Medshield across 1,405 total reviews. How is the TrustIndex calculated? →
Recent reviews (140)
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 Jan 2021
Withholding of a valid refund claim
Today, I sent another enquiry to Medshield regarding my claim refund. They respond with their typical one line, telling me the refund was paid on the 31st Aug 2026. If that's the case, why have I not received my money? Where is my money Medshield? I want my money, I didn't donate to you. Stop the nonsense now
1 reviews | Active since Jan 2021
Withholding of a valid refund claim
Today, I sent another enquiry to Medshield regarding my claim refund. They respond with their typical one line, telling me the refund was paid on the 31st Aug 2026. If that's the case, why have I not received my money? Where is my money Medshield? I want my money, I didn't donate to you. Stop the nonsense now
1 reviews | Active since Jul 2016
Medishield is no good
I am extremely disappointed with Medshield. My wife required an operation, but when the procedure was submitted for authorisation, Medshield refused to fund the less invasive option, which would have required only one night in hospital. Instead, they were prepared to fund a much more invasive open operation that could have resulted in around 10 days in ICU and a significantly longer hospital stay, with greater risks and potentially more than R50,000 in additional costs. I had to pay for the safer, less invasive operation from my own pocket so my wife could receive the treatment she needed. My question is: who makes these medical decisions, what medical expertise do they have, and what logic is used to reject a cheaper procedure while accepting a far more invasive and potentially much more expensive option? It makes no sense medically or financially. Medshield is very quick to deduct monthly premiums, but when you actually need them, getting appropriate treatment approved becomes a completely different story. Based on this experience, I cannot recommend Medshield to anyone.
1 reviews | Active since Jul 2016
Medishield is no good
I am extremely disappointed with Medshield. My wife required an operation, but when the procedure was submitted for authorisation, Medshield refused to fund the less invasive option, which would have required only one night in hospital. Instead, they were prepared to fund a much more invasive open operation that could have resulted in around 10 days in ICU and a significantly longer hospital stay, with greater risks and potentially more than R50,000 in additional costs. I had to pay for the safer, less invasive operation from my own pocket so my wife could receive the treatment she needed. My question is: who makes these medical decisions, what medical expertise do they have, and what logic is used to reject a cheaper procedure while accepting a far more invasive and potentially much more expensive option? It makes no sense medically or financially. Medshield is very quick to deduct monthly premiums, but when you actually need them, getting appropriate treatment approved becomes a completely different story. Based on this experience, I cannot recommend Medshield to anyone.
1 reviews | Active since Oct 2016
The Worst Medical Aid.
Even the 1 star I gave you guys are not deserving if it and I'm hoping my company changes this stupid medical aid next year because it's been nothing but hell. Either your agents are not well informed or the company is just failing. I got admitted on Monday for a possible ectopic and had a small surgery dove yesterday and got discharged today. I'm still in Soo much pain and heavily bleeding. I get home and chat to one of your agents avc they advised I have R500 to use for medication on my hospital benefit but needs to be used today As i was discharged today. I go to clicks and they advised I don't have any benefits available. I chat to the same agent again , only for him to take his sweet time and finally say it shows I was discharged on the 8th. I called the hospital back as per his message and the hospital sent documents that clearly says I was discharged today. He then tells me to call authorisation and I was on the line with them for 20 minutes until the lady dropped the call because she had no answers. Only told me she's transferring me back to client service. I had to leave the mall as I was bleeding. I need my medication covered and I'm tired of going back and forth to clicks because I'm using Uber or that R500 paid to my account of the date extended because I'm in pain and there is no way I'm going back to the mall now. Im chatting to another agent now who says it's been escalated to a case manager. No wonder you guys are at the bottom of the list. Your service is absolutely ridiculous. This is the second time im having a run around because of the wrong information provided by your agents. Medical aids deal with sick people yet you guys don't have any consideration for that. I would have passed out at the mall with no consequences to you guys. I'm fuming and I'm changing end of this year and hope my company has better options next year.
1 reviews | Active since Oct 2016
The Worst Medical Aid.
Even the 1 star I gave you guys are not deserving if it and I'm hoping my company changes this stupid medical aid next year because it's been nothing but hell. Either your agents are not well informed or the company is just failing. I got admitted on Monday for a possible ectopic and had a small surgery dove yesterday and got discharged today. I'm still in Soo much pain and heavily bleeding. I get home and chat to one of your agents avc they advised I have R500 to use for medication on my hospital benefit but needs to be used today As i was discharged today. I go to clicks and they advised I don't have any benefits available. I chat to the same agent again , only for him to take his sweet time and finally say it shows I was discharged on the 8th. I called the hospital back as per his message and the hospital sent documents that clearly says I was discharged today. He then tells me to call authorisation and I was on the line with them for 20 minutes until the lady dropped the call because she had no answers. Only told me she's transferring me back to client service. I had to leave the mall as I was bleeding. I need my medication covered and I'm tired of going back and forth to clicks because I'm using Uber or that R500 paid to my account of the date extended because I'm in pain and there is no way I'm going back to the mall now. Im chatting to another agent now who says it's been escalated to a case manager. No wonder you guys are at the bottom of the list. Your service is absolutely ridiculous. This is the second time im having a run around because of the wrong information provided by your agents. Medical aids deal with sick people yet you guys don't have any consideration for that. I would have passed out at the mall with no consequences to you guys. I'm fuming and I'm changing end of this year and hope my company has better options next year.
1 reviews | Active since Mar 2023
Not worth your time or money
I had written a review weeks ago. Guess what. My matter is still not resolved. Take your money else where if you can. Two month in and im still sitting with the same problem. They don't even use the right email or phone number. Even after updating it many time. Don't bother yourself
1 reviews | Active since Mar 2023
Not worth your time or money
I had written a review weeks ago. Guess what. My matter is still not resolved. Take your money else where if you can. Two month in and im still sitting with the same problem. They don't even use the right email or phone number. Even after updating it many time. Don't bother yourself
1 reviews | Active since Jan 2021
Useless Medical Aid
My wife went to see a specialist at Milpark Hospital, we paid R2000+. I then called the scheme to find out the process of claiming back, I even asked the consultant which bank account details do they have. She told me I'm still on Capitec, I then told her my bank has changed, she then sent me a link with change of banking details. I completed and uploaded all documents through the app. I made a follow up about the payment, I was told the money will be paid into a dormant Capitec account. I told the consultant I have given instructions and completed a form updating my banking details. He told me he's escalating, I called back a few days later, he told me payment is being processed. Today I call again to find out, I am told payment was processed on the 2nd and will be paid into my dormant Capitec account. Now what kind of stupidity is that? Why are you ignoring my instructions to pay into my new account? Why do you insist on paying into an account you know it's not working? Why are you making your gross incompetence my problem?
1 reviews | Active since Jan 2021
Useless Medical Aid
My wife went to see a specialist at Milpark Hospital, we paid R2000+. I then called the scheme to find out the process of claiming back, I even asked the consultant which bank account details do they have. She told me I'm still on Capitec, I then told her my bank has changed, she then sent me a link with change of banking details. I completed and uploaded all documents through the app. I made a follow up about the payment, I was told the money will be paid into a dormant Capitec account. I told the consultant I have given instructions and completed a form updating my banking details. He told me he's escalating, I called back a few days later, he told me payment is being processed. Today I call again to find out, I am told payment was processed on the 2nd and will be paid into my dormant Capitec account. Now what kind of stupidity is that? Why are you ignoring my instructions to pay into my new account? Why do you insist on paying into an account you know it's not working? Why are you making your gross incompetence my problem?
1 reviews | Active since Mar 2017
**** medical aid
I am really appalled by the behavior from Medshield. I went to give birth on the 14th of August 2026 and have a claim short paid for the Anaesthetist. I mean nit even half the amount paid. A caesar is pmb and should be covered at cost but tge medical aid is running away from making this payment. Medshield is a **** really I mean how do they run away from paying claims. Please look into my Anaesthetist claim and ensure payment is done fully. I mean we don't have an open Anaesthetist network and its not my fault, the medical aid should stop being pathetic and pay at cost.
1 reviews | Active since Mar 2017
**** medical aid
I am really appalled by the behavior from Medshield. I went to give birth on the 14th of August 2026 and have a claim short paid for the Anaesthetist. I mean nit even half the amount paid. A caesar is pmb and should be covered at cost but tge medical aid is running away from making this payment. Medshield is a **** really I mean how do they run away from paying claims. Please look into my Anaesthetist claim and ensure payment is done fully. I mean we don't have an open Anaesthetist network and its not my fault, the medical aid should stop being pathetic and pay at cost.
1 reviews | Active since Sept 2026
No care for emergency satiations
if i could rate them negative i would. i was admitted on the 19th of August for hart condition not by referral. I WAS TAKEN TO ICU THROUGH CASUALTIES. i was then told i would go for an Angiogram the next morning. the next morning I kept being told there is a delay with the medical aid. Only to find out they declined the Emergency Authorization. so in accordance to Medshield its ok please pay but if you die that's fine we only want your money and don't care about our clients. Utterly disgraceful i will make Shure this goes on social media as well
1 reviews | Active since Sept 2026
No care for emergency satiations
if i could rate them negative i would. i was admitted on the 19th of August for hart condition not by referral. I WAS TAKEN TO ICU THROUGH CASUALTIES. i was then told i would go for an Angiogram the next morning. the next morning I kept being told there is a delay with the medical aid. Only to find out they declined the Emergency Authorization. so in accordance to Medshield its ok please pay but if you die that's fine we only want your money and don't care about our clients. Utterly disgraceful i will make Shure this goes on social media as well
1 reviews | Active since Dec 2024
Unjustified Authorization Decline Due to Erroneous Hospital Coding – ***
On 3 September 2026, Medshield Medical Scheme issued a formal decline for emergency hospital authorization (***) regarding my emergency admission on 1 September 2026. I am the principal member, Miss Nomthandazo Bongiwe Rieta Ndlovu, on the Mediphila option (Member Number: ***).The scheme has declined the authorization under ICD-10 code M43.62 (Torticollis, Cervical Region). This decline is based entirely on incorrect clinical coding submitted by the attending emergency room doctor at Milpark Hospital. I never presented with, nor did I report, standard cervical neck pain or stiffness.I presented to the emergency room following a motor vehicle accident with acute difficulty breathing, chest tightness, upper body swelling, persistent vomiting, severe pain inside my neck/throat, and abnormal bleeding noted after using the bathroom (which I explicitly confirmed to the nursing staff was not due to a menstrual period).The attending physician completely miscoded my multi-system trauma symptoms as a simple, routine case of "torticollis" to the medical aid. I demand that a clinical case manager review this file immediately in the context of an emergency trauma presentation and a motor vehicle accident so this unfair decline can be reversed.
1 reviews | Active since Dec 2024
Unjustified Authorization Decline Due to Erroneous Hospital Coding – ***
On 3 September 2026, Medshield Medical Scheme issued a formal decline for emergency hospital authorization (***) regarding my emergency admission on 1 September 2026. I am the principal member, Miss Nomthandazo Bongiwe Rieta Ndlovu, on the Mediphila option (Member Number: ***).The scheme has declined the authorization under ICD-10 code M43.62 (Torticollis, Cervical Region). This decline is based entirely on incorrect clinical coding submitted by the attending emergency room doctor at Milpark Hospital. I never presented with, nor did I report, standard cervical neck pain or stiffness.I presented to the emergency room following a motor vehicle accident with acute difficulty breathing, chest tightness, upper body swelling, persistent vomiting, severe pain inside my neck/throat, and abnormal bleeding noted after using the bathroom (which I explicitly confirmed to the nursing staff was not due to a menstrual period).The attending physician completely miscoded my multi-system trauma symptoms as a simple, routine case of "torticollis" to the medical aid. I demand that a clinical case manager review this file immediately in the context of an emergency trauma presentation and a motor vehicle accident so this unfair decline can be reversed.