Key Health Medical Aid
Verified Business
Key Health Medical Aid
Verified Business
67 Reviews (last 12 months)
Responds in 17 hours 10 min
AI Review Summary
Based on recent customer reviews, Key Health Medical Aid receives overwhelmingly negative feedback across every dimension of service. Customers consistently describe a medical scheme that collects premiums reliably but fails to deliver when members need care. Recurring frustrations include ignored emails, denied claims, opaque benefit structures, billing errors, and authorisation delays that leave patients untreated during medical emergencies. The rare positive experiences centre on a small number of named staff members.
Top Strengths:
- •Customer Service & Staff Quality: A small number of named agents, notably Liezel, Thelma, Winney, and Matsatsi, receive genuine praise for empathy, urgency, and going beyond the script to resolve member concerns.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
0Trustindex Rating
#12Ranked In Medical Aid
17 hours 10 minutesAverage Time To Reply
-74 NPSRecommended: Unlikely
Replied to 87% of negative reviews
Typically takes less than 18 hours 22 min to reply
TrustIndex
0
Score
Ranking
#12
in Medical Aid
Avg Reply
17 hours 10 minutes
NPS Score
-74
Recommended: Unlikely
Replied to 87% of negative reviews
Typically takes less than 18 hours 22 min to reply
Review Distribution
1.3|67 Reviews
May '25 - Apr '26
5(8.8%)
4(0%)
3(0%)
2(5.3%)
1(86%)
5(8.8%)
4(0%)
3(0%)
2(5.3%)
1(86%)
Recent reviews (67)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceMS
Martie S
1 reviews | Active since Jan 2020
17 Mar 2026, 15:56
Not Happy
We were with Sizwe Hosmed for many years, my Grandchildren was on our Medical Aid sins they were born seeing they are Financially Depended on us. My eldest Grandson has been on for 19 years and 4 Months, our other Grandson 16 years and 7 months and our other Grandchildren. We never ever had a problem with Sizwe Hosmed until they went under Curatorship and we were told that they are closing there doors after being members for many years. We had no choice to go over to Keyhealth Medical Aid, of which we were Accepted and the Whole Family was carried over as is to Keyhealth. The Broker of Keyhealth took our Application and all ID's of all and the Sizwe Hosmed Member Certificate to the City of Tshwane's HR for Medical Aid and all was Accepted and Stamped on 03 November 2025 wih all details of all members on it as well as Birh Certificates etc. Everything went well until yesterday afternoon we received ONLY an SMS saying: "Hi HR did not subsidies the grandchildren now you need to pay R7344 in order for all kids to be in the medical aid meaning you need to pay them separately" This came to such a shock to us, why did the City of Tshwane and Keyhealth not decline our Application but rather Accepted it now all a sudden after 3 months the took our grandchildren of the Medical Aid and the grandchildren depended on us does not have Medical Aid anymore. When we phoned the City of Tswhane HR Department they told us the Grandchildren must pay for themselves after 19 / 16 / 11 / 10 / 9 & 7 years. The children's parents CANNOT AFFORD Medical Aid that is why the children was on our Medical Aid SINCE BIRTH !!!!!!!!!!!!!!!!! Nobody not Keyhealth nor City of Thswane have made contact with us regarding this matter the children just gets taken off. We went over to Keyhealth with all Members on Medical Aid and now all has been declined which is so unfair. It has been Accepted by Keyhealth and City of Tshwane that we pay R12 681.00 in total, We as Members must pay R6889.85 and HR at City of Tswhane R5791.15 (their portion of 60 %. But instead the took our Grandchildren off Medical Aid. We were told the grandchildren must pay for themselves, where must a 7 year old and all scholars get money from to pa Medical Aid ???????????????? Thank you
Helpful (0)
|Replies (0)MS
Martie S
1 reviews | Active since Jan 2020
17 Mar 2026, 15:56
Not Happy
We were with Sizwe Hosmed for many years, my Grandchildren was on our Medical Aid sins they were born seeing they are Financially Depended on us. My eldest Grandson has been on for 19 years and 4 Months, our other Grandson 16 years and 7 months and our other Grandchildren. We never ever had a problem with Sizwe Hosmed until they went under Curatorship and we were told that they are closing there doors after being members for many years. We had no choice to go over to Keyhealth Medical Aid, of which we were Accepted and the Whole Family was carried over as is to Keyhealth. The Broker of Keyhealth took our Application and all ID's of all and the Sizwe Hosmed Member Certificate to the City of Tshwane's HR for Medical Aid and all was Accepted and Stamped on 03 November 2025 wih all details of all members on it as well as Birh Certificates etc. Everything went well until yesterday afternoon we received ONLY an SMS saying: "Hi HR did not subsidies the grandchildren now you need to pay R7344 in order for all kids to be in the medical aid meaning you need to pay them separately" This came to such a shock to us, why did the City of Tshwane and Keyhealth not decline our Application but rather Accepted it now all a sudden after 3 months the took our grandchildren of the Medical Aid and the grandchildren depended on us does not have Medical Aid anymore. When we phoned the City of Tswhane HR Department they told us the Grandchildren must pay for themselves after 19 / 16 / 11 / 10 / 9 & 7 years. The children's parents CANNOT AFFORD Medical Aid that is why the children was on our Medical Aid SINCE BIRTH !!!!!!!!!!!!!!!!! Nobody not Keyhealth nor City of Thswane have made contact with us regarding this matter the children just gets taken off. We went over to Keyhealth with all Members on Medical Aid and now all has been declined which is so unfair. It has been Accepted by Keyhealth and City of Tshwane that we pay R12 681.00 in total, We as Members must pay R6889.85 and HR at City of Tswhane R5791.15 (their portion of 60 %. But instead the took our Grandchildren off Medical Aid. We were told the grandchildren must pay for themselves, where must a 7 year old and all scholars get money from to pa Medical Aid ???????????????? Thank you
0
Replies (0)SR
Shirley R
1 reviews | Active since Jan 2020
12 Mar 2026, 05:42
Key Health - Cindy
My 5* is actually for an individual person, Cindy van Staden, at Key Health. After numerous email queries, Cindy ended up with my query. She handled it with professionalism, empathy and speed. Thank you very much, Cindy.
Helpful (0)
|Replies (0)SR
Shirley R
1 reviews | Active since Jan 2020
12 Mar 2026, 05:42
Key Health - Cindy
My 5* is actually for an individual person, Cindy van Staden, at Key Health. After numerous email queries, Cindy ended up with my query. She handled it with professionalism, empathy and speed. Thank you very much, Cindy.
0
Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
7 Mar 2026, 10:21
Worst customer service I’ve ever experienced
Guys, 2nd hellopeter complaint in less than 2 weeks. Completed all your forms, getting automated reply after automated reply and I STILL get the same ****py sms from you guys. I’ve given you the new banking details. How. An you still fail to take the money and then make it my problem I’ve done everything you wanted. KeyHealth: Your debit order could unfortunately not be processed by your bank and your membership has subsequently been suspended. Please check your e-mail for more information.
Helpful (0)
|Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
7 Mar 2026, 10:21
Worst customer service I’ve ever experienced
Guys, 2nd hellopeter complaint in less than 2 weeks. Completed all your forms, getting automated reply after automated reply and I STILL get the same ****py sms from you guys. I’ve given you the new banking details. How. An you still fail to take the money and then make it my problem I’ve done everything you wanted. KeyHealth: Your debit order could unfortunately not be processed by your bank and your membership has subsequently been suspended. Please check your e-mail for more information.
0
Replies (0)CK
Chantal K
1 reviews | Active since Jan 2020
23 Feb 2026, 10:09
Non payment of bills
You get a hospital authorization number and when it comes to paying they don't pay. Even the statements state that it is in hospital. We are now expected to pay over R13 000 as they are not making payments. Their plans state 100% payment which is an absolute lie. I am looking at changing medical aids but then again they all useless.
Helpful (0)
|Replies (0)CK
Chantal K
1 reviews | Active since Jan 2020
23 Feb 2026, 10:09
Non payment of bills
You get a hospital authorization number and when it comes to paying they don't pay. Even the statements state that it is in hospital. We are now expected to pay over R13 000 as they are not making payments. Their plans state 100% payment which is an absolute lie. I am looking at changing medical aids but then again they all useless.
0
Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
22 Feb 2026, 12:55
Most pathetic systems, no email responses, broken systems.
For MONTHs now i keep emailing keyhealth to change my banking details . But I get NO response, and then EACH month the payment bounces and I need to find a way to pay it… But wait, thats what the online login portal is for right? Doesn’t work. Cant even login and the forgot password button doesn’t work O wait… maybe the app? Nope. Thats broken as well… O let’s go back a couple hundred years and email them? Oops… no one replies. But the smss theu send to remind you your cover is suspended each time rhe payment bounces regardless of you trying to update your bank details… o THATS the part that works like a charm. Such a **** show. Honestly. It’s been months now. It’s almost like ANC are their mentors in how this business should be run. In in that regards, i can honestly say they are winning at being worse than any government agency.
Helpful (0)
|Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
22 Feb 2026, 12:55
Most pathetic systems, no email responses, broken systems.
For MONTHs now i keep emailing keyhealth to change my banking details . But I get NO response, and then EACH month the payment bounces and I need to find a way to pay it… But wait, thats what the online login portal is for right? Doesn’t work. Cant even login and the forgot password button doesn’t work O wait… maybe the app? Nope. Thats broken as well… O let’s go back a couple hundred years and email them? Oops… no one replies. But the smss theu send to remind you your cover is suspended each time rhe payment bounces regardless of you trying to update your bank details… o THATS the part that works like a charm. Such a **** show. Honestly. It’s been months now. It’s almost like ANC are their mentors in how this business should be run. In in that regards, i can honestly say they are winning at being worse than any government agency.
0
Replies (0)MV
Melany V
1 reviews | Active since Jan 2020
17 Feb 2026, 16:47
Claim - No response
I've been trying to claim via Keyhealth and Denis for a few Dental appointments I had to pay cash for upfront. First email went to Keyhealth with details attached on 21 January 2026. I realized later that I probably need to send this to the Denis division, so I did so on 7 February 2026. When exactly am I going to receive a response on either of these emails?
Helpful (0)
|Replies (0)MV
Melany V
1 reviews | Active since Jan 2020
17 Feb 2026, 16:47
Claim - No response
I've been trying to claim via Keyhealth and Denis for a few Dental appointments I had to pay cash for upfront. First email went to Keyhealth with details attached on 21 January 2026. I realized later that I probably need to send this to the Denis division, so I did so on 7 February 2026. When exactly am I going to receive a response on either of these emails?
0
Replies (0)cJ
carina J
1 reviews | Active since Jan 2020
6 Feb 2026, 13:46
Keyhealth refuse to pay for dr scripts
Membet are being penelized for 2025 claims. Medication obly pays every 90 days. Over rule doctors scripts.rve if youneed it. So my husband is obly gii g to sleep for 30 days in a 90 day period. Pay mt ass off on premiums. Must pay for a medical scheme and cash for monthly meds. Leavingmembers lufes in danger as they do not care about their members but is willing to pay thousands on sleep therapy ablndheart attacks.. As where members are trying to stay alive and only let scheme pay small amounts to help save them money. Leaving member in big ****. New members do not know about this rules as we were never informed about it. It is not listed or mentioned in keyhealth brochures or any information we have received from keyhaelth upto date. So thibk twice before you take a medical shceme..they are sharks.... my previius shceme paid for everything
Helpful (0)
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carina J
1 reviews | Active since Jan 2020
6 Feb 2026, 13:46
Keyhealth refuse to pay for dr scripts
Membet are being penelized for 2025 claims. Medication obly pays every 90 days. Over rule doctors scripts.rve if youneed it. So my husband is obly gii g to sleep for 30 days in a 90 day period. Pay mt ass off on premiums. Must pay for a medical scheme and cash for monthly meds. Leavingmembers lufes in danger as they do not care about their members but is willing to pay thousands on sleep therapy ablndheart attacks.. As where members are trying to stay alive and only let scheme pay small amounts to help save them money. Leaving member in big ****. New members do not know about this rules as we were never informed about it. It is not listed or mentioned in keyhealth brochures or any information we have received from keyhaelth upto date. So thibk twice before you take a medical shceme..they are sharks.... my previius shceme paid for everything
0
Replies (0)AM
Ambani M
1 reviews | Active since Jan 2020
3 Feb 2026, 11:13
Incompetence at its best
I wish I read the reviews prior to joining this medical aid scheme because I have never experienced such horrible service. My membership is suspended despite them having deducted funds from my account 9 days ago. When I call to enquire I am informed that the the suspension will only be lifted on the 15th of February or I can send proof. Tell me how am I required to send proof of payment when it was a debit order deduction. Now I must spend more money for medical attention despite having paid thousands of rands towards my subscription. How *********** can a scheme be ? Failing to pull records 9 days later? And yet I am expected to put my trust in them for life threatening situations while they cannot validate a debit order. A basic admin thing nxa
Helpful (0)
|Replies (0)AM
Ambani M
1 reviews | Active since Jan 2020
3 Feb 2026, 11:13
Incompetence at its best
I wish I read the reviews prior to joining this medical aid scheme because I have never experienced such horrible service. My membership is suspended despite them having deducted funds from my account 9 days ago. When I call to enquire I am informed that the the suspension will only be lifted on the 15th of February or I can send proof. Tell me how am I required to send proof of payment when it was a debit order deduction. Now I must spend more money for medical attention despite having paid thousands of rands towards my subscription. How *********** can a scheme be ? Failing to pull records 9 days later? And yet I am expected to put my trust in them for life threatening situations while they cannot validate a debit order. A basic admin thing nxa
0
Replies (0)