Based on recent customer reviews, Netcare Medical Scheme draws sustained criticism over gap cover and claims administration. Members describe claims lost or unacknowledged, documents requested and resubmitted repeatedly, and outcomes promised by end of business but never delivered, with refunds and shortfall payments dragging on for weeks or months. Call centre contact is a recurring pain point, with dropped calls, long waits and consultants unable to resolve queries. Hospital billing disputes, ignored proof of payment and departments working in silos add frustration, although clinical care and one rapid gap payout were praised.
Replied to 94% of negative reviews
Reply time on negative reviews: 138h 4m
TrustIndex
2.8
Ranking
#39
in Health & Medical
Reply Time
124h 7m
NPS Score
-78
Recommended: Unlikely
Replied to 94% of negative reviews
Reply time on negative reviews: 138h 4m
Oct '25 - Sep '26
Frequently Asked Questions About Netcare Medical Scheme
What do customers say about Netcare Medical Scheme?
Based on recent customer reviews, Netcare Medical Scheme draws sustained criticism over gap cover and claims administration. Members describe claims lost or unacknowledged, documents requested and resubmitted repeatedly, and outcomes promised by end of business but never delivered, with refunds and shortfall payments dragging on for weeks or months. Call centre contact is a recurring pain point, with dropped calls, long waits and consultants unable to resolve queries. Hospital billing disputes, ignored proof of payment and departments working in silos add frustration, although clinical care and one rapid gap payout were praised.
Is Netcare Medical Scheme trustworthy?
Netcare Medical Scheme has a TrustIndex of 2.8 out of 10 on Hellopeter, based on 19 reviews in the last 12 months. They reply to 94% of negative reviews, typically within 138 hours 4 min. Hellopeter has tracked Netcare Medical Scheme across 147 total reviews. How is the TrustIndex calculated? →
Recent reviews (19)
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 May 2024
Terrible experience Netcare Margate
Dear Netcare Margate Hospital Management, I am writing to formally lodge a serious complaint regarding the treatment, care and conduct I experienced during my late mother’s admission at Netcare Margate Hospital in April 2026. My mother was admitted to Netcare Margate Hospital in April 2026 with kidney failure and was treated in ICU. She remained in ICU for approximately one week. During this period, I believed that she was gradually improving. Sadly, my mother passed away in May 2026. Her death has left me devastated. However, it has also left me deeply concerned about the treatment and care she received during the final weeks of her life. Concerns regarding restraints and nursing care During my mother’s admission, I became extremely concerned that she was being restrained continuously, including for extended periods despite nursing staff being available to monitor her. I raised my concerns with hospital management. I was informed that the restraints were being used because my mother was confused at the time and that the intention was to prevent her from harming herself. I understood the need to protect her if she was confused and potentially at risk. However, as her condition appeared to improve, the restraints continued. I observed that her hands were becoming swollen and that her skin appeared extremely dry. She was also not eating and was unable to communicate properly following dialysis. I raised these concerns because I was genuinely worried about my mother’s wellbeing and believed that she required greater care and attention. Deterioration after being moved from ICU My mother was subsequently transferred from ICU to a general ward. When I visited her, I became extremely concerned because her condition appeared to have deteriorated significantly. She remained unable to communicate properly and was not eating. Given her kidney failure, confusion and inability to communicate, I believed that she required close monitoring and appropriate medical attention. Her condition subsequently deteriorated further and she was transferred back to ICU, where she was diagnosed with sepsis. I remain deeply concerned about the circumstances surrounding this deterioration and whether sufficient measures were taken to protect her from further complications. In my view, some of what happened to my mother could potentially have been avoided if proper measures, safeguards and appropriate clinical precautions had been exercised, particularly given her vulnerable medical condition and inability to communicate for herself. Concerns regarding visitors and my mother’s vulnerability I was also extremely concerned that certain family members had allegedly arranged for a bank representative to visit my mother while she was in hospital. At that time, my mother was confused, medically vulnerable and, according to what I observed, unable to communicate or make decisions normally. I was extremely concerned that such a visit was permitted while she was in this condition. It was also concerning that, even while my mother was critically ill and had been diagnosed with sepsis, there were frequent visits from external individuals who were not immediate family members. These visitors were permitted access to my mother while she was in an extremely vulnerable medical condition. I was particularly concerned that these visits were allowed by the treating doctor despite my mother’s condition and inability to properly communicate or protect her own interests. I believe greater safeguards should have been exercised to protect my mother during this period. Conduct of Dr Nokwanda Sithole I also wish to formally complain about the conduct of Dr Nokwanda Sithole, who was involved in my mother’s treatment. As her son, I repeatedly tried to obtain information about my mother’s condition and treatment. I was not being disrespectful or confrontational. I was simply asking questions because I was concerned about her health and could see that her condition was changing. Instead of my concerns being treated as legitimate concerns from a son worried about his seriously ill mother, I felt that the doctor took my questions personally and felt victimised by my attempts to understand what was happening. Following this, a meeting was organised where I was expected to apologise for asking questions about my mother’s health and treatment. I found this extremely distressing and inappropriate. I do not believe that a family member should be made to feel that they have done something wrong simply because they are asking questions about the health and wellbeing of a seriously ill loved one. My questions were not intended to undermine the doctor or interfere with medical treatment. They were questions arising from genuine concern for my mother’s wellbeing. My mother’s death My mother ultimately passed away in May 2026. Her death has been devastating to me. I understand that my mother was seriously ill and that kidney failure, sepsis and other medical complications can carry significant risks. I am not a medical professional, and I am not claiming that Netcare caused her death. However, I believe that some of the circumstances surrounding her care could potentially have been avoided if proper measures, safeguards and appropriate clinical procedures had been exercised. What is particularly difficult for me is that during the final weeks of my mother’s life, I was left feeling that my concerns as her son were treated as a problem rather than being listened to and addressed. My mother was vulnerable, confused, unable to communicate properly and dependent on the hospital and its medical professionals. I expected her to be treated with dignity, compassion and appropriate care. I also expected to be treated with respect when I raised legitimate concerns about her health. Formal complaint
1 reviews | Active since May 2024
Terrible experience Netcare Margate
Dear Netcare Margate Hospital Management, I am writing to formally lodge a serious complaint regarding the treatment, care and conduct I experienced during my late mother’s admission at Netcare Margate Hospital in April 2026. My mother was admitted to Netcare Margate Hospital in April 2026 with kidney failure and was treated in ICU. She remained in ICU for approximately one week. During this period, I believed that she was gradually improving. Sadly, my mother passed away in May 2026. Her death has left me devastated. However, it has also left me deeply concerned about the treatment and care she received during the final weeks of her life. Concerns regarding restraints and nursing care During my mother’s admission, I became extremely concerned that she was being restrained continuously, including for extended periods despite nursing staff being available to monitor her. I raised my concerns with hospital management. I was informed that the restraints were being used because my mother was confused at the time and that the intention was to prevent her from harming herself. I understood the need to protect her if she was confused and potentially at risk. However, as her condition appeared to improve, the restraints continued. I observed that her hands were becoming swollen and that her skin appeared extremely dry. She was also not eating and was unable to communicate properly following dialysis. I raised these concerns because I was genuinely worried about my mother’s wellbeing and believed that she required greater care and attention. Deterioration after being moved from ICU My mother was subsequently transferred from ICU to a general ward. When I visited her, I became extremely concerned because her condition appeared to have deteriorated significantly. She remained unable to communicate properly and was not eating. Given her kidney failure, confusion and inability to communicate, I believed that she required close monitoring and appropriate medical attention. Her condition subsequently deteriorated further and she was transferred back to ICU, where she was diagnosed with sepsis. I remain deeply concerned about the circumstances surrounding this deterioration and whether sufficient measures were taken to protect her from further complications. In my view, some of what happened to my mother could potentially have been avoided if proper measures, safeguards and appropriate clinical precautions had been exercised, particularly given her vulnerable medical condition and inability to communicate for herself. Concerns regarding visitors and my mother’s vulnerability I was also extremely concerned that certain family members had allegedly arranged for a bank representative to visit my mother while she was in hospital. At that time, my mother was confused, medically vulnerable and, according to what I observed, unable to communicate or make decisions normally. I was extremely concerned that such a visit was permitted while she was in this condition. It was also concerning that, even while my mother was critically ill and had been diagnosed with sepsis, there were frequent visits from external individuals who were not immediate family members. These visitors were permitted access to my mother while she was in an extremely vulnerable medical condition. I was particularly concerned that these visits were allowed by the treating doctor despite my mother’s condition and inability to properly communicate or protect her own interests. I believe greater safeguards should have been exercised to protect my mother during this period. Conduct of Dr Nokwanda Sithole I also wish to formally complain about the conduct of Dr Nokwanda Sithole, who was involved in my mother’s treatment. As her son, I repeatedly tried to obtain information about my mother’s condition and treatment. I was not being disrespectful or confrontational. I was simply asking questions because I was concerned about her health and could see that her condition was changing. Instead of my concerns being treated as legitimate concerns from a son worried about his seriously ill mother, I felt that the doctor took my questions personally and felt victimised by my attempts to understand what was happening. Following this, a meeting was organised where I was expected to apologise for asking questions about my mother’s health and treatment. I found this extremely distressing and inappropriate. I do not believe that a family member should be made to feel that they have done something wrong simply because they are asking questions about the health and wellbeing of a seriously ill loved one. My questions were not intended to undermine the doctor or interfere with medical treatment. They were questions arising from genuine concern for my mother’s wellbeing. My mother’s death My mother ultimately passed away in May 2026. Her death has been devastating to me. I understand that my mother was seriously ill and that kidney failure, sepsis and other medical complications can carry significant risks. I am not a medical professional, and I am not claiming that Netcare caused her death. However, I believe that some of the circumstances surrounding her care could potentially have been avoided if proper measures, safeguards and appropriate clinical procedures had been exercised. What is particularly difficult for me is that during the final weeks of my mother’s life, I was left feeling that my concerns as her son were treated as a problem rather than being listened to and addressed. My mother was vulnerable, confused, unable to communicate properly and dependent on the hospital and its medical professionals. I expected her to be treated with dignity, compassion and appropriate care. I also expected to be treated with respect when I raised legitimate concerns about her health. Formal complaint
1 reviews | Active since Sept 2020
Customer service? What customer service?
Calls not answered, transferal to departments that nobody works at, dropped calls and inefficient and non existent customer service has resulted in many weeks of lack of refund for medication approved and certified for a medical emergency on July 12th 2026. Its now August 18th and still I have promises of payment but nothing received yet. Excellent hospital but absolutely non existent customer service to back it up with.
1 reviews | Active since Sept 2020
Customer service? What customer service?
Calls not answered, transferal to departments that nobody works at, dropped calls and inefficient and non existent customer service has resulted in many weeks of lack of refund for medication approved and certified for a medical emergency on July 12th 2026. Its now August 18th and still I have promises of payment but nothing received yet. Excellent hospital but absolutely non existent customer service to back it up with.
1 reviews | Active since Oct 2022
GAPCOVER - NETCARE PLUS
We have submitted a claim and after 10 working days we had to follow up and they were not even aware of the claim, they then picked it up requested additional documents, which was sent that same day. Followed up several times after that and every time I get promised the outcome will be sent by end of business and then nothing. Then after all this time I receive an email saying they received my claim they will send me the outcome and I am back to square 1 - how difficult can it be to review a claim. They have also since we starting with the gapcover not paid out anything, hence I also cancelled my policy, quick to take your money but they ensure no pay-outs.
1 reviews | Active since Oct 2022
GAPCOVER - NETCARE PLUS
We have submitted a claim and after 10 working days we had to follow up and they were not even aware of the claim, they then picked it up requested additional documents, which was sent that same day. Followed up several times after that and every time I get promised the outcome will be sent by end of business and then nothing. Then after all this time I receive an email saying they received my claim they will send me the outcome and I am back to square 1 - how difficult can it be to review a claim. They have also since we starting with the gapcover not paid out anything, hence I also cancelled my policy, quick to take your money but they ensure no pay-outs.
1 reviews | Active since Feb 2020
Claims are wrong all the time.
I have a huge problem with my medical aid. I visited a specialist recently and the claim was taken from my savings while I have specialist visits available. What’s irritating is that why is this always happening like this? I had a similar problem last year as well. It’s like for me to get proper service I must complain first. Secondly, I had to get X-rays done and there’s a shortfall. Even in 2024 there is a shortfall. Then does this mean every time I need X-rays I must be prepared to pay shortfalls?
1 reviews | Active since Feb 2020
Claims are wrong all the time.
I have a huge problem with my medical aid. I visited a specialist recently and the claim was taken from my savings while I have specialist visits available. What’s irritating is that why is this always happening like this? I had a similar problem last year as well. It’s like for me to get proper service I must complain first. Secondly, I had to get X-rays done and there’s a shortfall. Even in 2024 there is a shortfall. Then does this mean every time I need X-rays I must be prepared to pay shortfalls?
1 reviews | Active since Oct 2014
Maybe change you claim process of 10 days... to 1 MONTH... Pathetic service
Submitted a Claim on the 23 of June wf_*** - I've attached all the documents they asked (Online) Received an Email last Friday that they want the Auth Letter of the Medical aid. I rep**** the Friday and forgot to attach the file. Rep**** monday on the Same email and did Attach the Auth letter from the medical aid. Today they reply that i Did not attached the auth letter but if I page up in the email it is there. How long will this take? as this has been more than 10 days. I also phoned yesterday and the lady on the Phone DID SEE THE AUTH letter... Why can;t the people processing the CLAIM not see the AUTH letter. And why can't the person Handling the claim Send their email direclty to me... as with each response it takes a WEEK AND MORE. This is really PATHETHIC services.... 10 DAYS.... Maybe you must change you Claim processing speed to 1 MONTH!!! And their online system is also not working, I've submitted a claim the day before that and got an email about that, but no WF number... and they can't pick up the claim on the system..its MISSING
1 reviews | Active since Oct 2014
Maybe change you claim process of 10 days... to 1 MONTH... Pathetic service
Submitted a Claim on the 23 of June wf_*** - I've attached all the documents they asked (Online) Received an Email last Friday that they want the Auth Letter of the Medical aid. I rep**** the Friday and forgot to attach the file. Rep**** monday on the Same email and did Attach the Auth letter from the medical aid. Today they reply that i Did not attached the auth letter but if I page up in the email it is there. How long will this take? as this has been more than 10 days. I also phoned yesterday and the lady on the Phone DID SEE THE AUTH letter... Why can;t the people processing the CLAIM not see the AUTH letter. And why can't the person Handling the claim Send their email direclty to me... as with each response it takes a WEEK AND MORE. This is really PATHETHIC services.... 10 DAYS.... Maybe you must change you Claim processing speed to 1 MONTH!!! And their online system is also not working, I've submitted a claim the day before that and got an email about that, but no WF number... and they can't pick up the claim on the system..its MISSING
1 reviews | Active since Mar 2011
Worst Gap Cover- Netcare plus
I have tried almost over a week to get someone at netcare plus gap cover to assist me with my claim, these people go radio silence and make no contact, then they ask you for paper work which was already sent so they delay in making the payment. when will this be resolved, why is it so hard to pick up the phone and communicate, this is very frustrating
1 reviews | Active since Mar 2011
Worst Gap Cover- Netcare plus
I have tried almost over a week to get someone at netcare plus gap cover to assist me with my claim, these people go radio silence and make no contact, then they ask you for paper work which was already sent so they delay in making the payment. when will this be resolved, why is it so hard to pick up the phone and communicate, this is very frustrating
1 reviews | Active since Jan 2017
Poor admin process
On my first claim in 3 years the process was a joke well not very funny as I had to sort the payment to supplier out. It took almost 3 months to get the payment sorted which then became a double payment to supplier mine and netcare gap cover The supplier was very quick and helpful to reimburse me I will admit that the people in the service centre at netcare plus tried their best to help but the admin on claims side is lacking service. They don't reply to mails at all So I am in process if getting a new gap cover supplier
1 reviews | Active since Jan 2017
Poor admin process
On my first claim in 3 years the process was a joke well not very funny as I had to sort the payment to supplier out. It took almost 3 months to get the payment sorted which then became a double payment to supplier mine and netcare gap cover The supplier was very quick and helpful to reimburse me I will admit that the people in the service centre at netcare plus tried their best to help but the admin on claims side is lacking service. They don't reply to mails at all So I am in process if getting a new gap cover supplier
1 reviews | Active since Nov 2015
Netcare 911 Ambulance attempted to Kidnap me
This is to share my experience of being tried to be kidnapped by a Netcare 911 Ambulance in full filing doings similar to witchcraft (ukutwebula). This happened on the between 10 to 12 March 2025. Do you also Kidnap people with your Ambulances or you were not aware when the Ambulance was called? A case needs be opened. Your Ambulance visited Hill of Good Hope 2. Springfield Road in Midrand to Kidnap me with a family member? Do you partake in kidnapping also? A detailed reason for your visit on the day assist.
1 reviews | Active since Nov 2015
Netcare 911 Ambulance attempted to Kidnap me
This is to share my experience of being tried to be kidnapped by a Netcare 911 Ambulance in full filing doings similar to witchcraft (ukutwebula). This happened on the between 10 to 12 March 2025. Do you also Kidnap people with your Ambulances or you were not aware when the Ambulance was called? A case needs be opened. Your Ambulance visited Hill of Good Hope 2. Springfield Road in Midrand to Kidnap me with a family member? Do you partake in kidnapping also? A detailed reason for your visit on the day assist.