M
Medscheme
Verified Business
M
AI Review Summary
Based on recent customer reviews, Medscheme receives overwhelmingly negative feedback across all touchpoints. Customers report severe delays in claims processing, particularly for oncology and chronic conditions, with legitimate claims taking months to resolve. The call centre is criticized for rude, unhelpful staff and a lack of escalation channels. Document submissions are repeatedly lost or ignored, and portal access issues remain unresolved for extended periods. Multiple reviewers describe life-threatening situations worsened by administrative bottlenecks, with no accountability, empathy, or timely communication from the organization.
Performance(last 12 months):
0Trustindex Rating
#14Ranked In Health & Medical
170h 28mReply Time
-100 NPSUnlikely
Replied to 33% of negative reviews
Reply time on negative reviews: 170 hours 28 min
TrustIndex
0
Ranking
#14
in Health & Medical
Avg Reply
170h 28m
NPS Score
-100
Recommended: Unlikely
Replied to 33% of negative reviews
Reply time on negative reviews: 170 hours 28 min
Review Distribution
1|15 Reviews
May '25 - Apr '26
5(0%)
4(0%)
3(0%)
2(0%)
1(100%)
5(0%)
4(0%)
3(0%)
2(0%)
1(100%)
Frequently Asked Questions About Medscheme
Based on recent customer reviews, Medscheme receives overwhelmingly negative feedback across all touchpoints. Customers report severe delays in claims processing, particularly for oncology and chronic conditions, with legitimate claims taking months to resolve. The call centre is criticized for rude, unhelpful staff and a lack of escalation channels. Document submissions are repeatedly lost or ignored, and portal access issues remain unresolved for extended periods. Multiple reviewers describe life-threatening situations worsened by administrative bottlenecks, with no accountability, empathy, or timely communication from the organization.
Medscheme has a TrustIndex of 0 out of 10 on Hellopeter, based on 15 reviews in the last 12 months. They reply to 33% of negative reviews, typically within 170 hours 28 min. Hellopeter has tracked Medscheme across 435 total reviews. How is the TrustIndex calculated? →
Recent reviews (15)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceNS
Nicoleen S
1 reviews | Active since Jan 2020
3 Feb 2026, 12:47
Pathetic services
My father just joined Bonitas which they are managing. Their customer services is truly pathetic! They just send automated responses but don't attend to the problem. I've been raising concerns for more than a week but no real responses or action from them. I can just imagine how they will handle your problem if you have a real medical emergency.
Helpful (0)
|Replies (0)NS
Nicoleen S
1 reviews | Active since Jan 2020
3 Feb 2026, 12:47
Pathetic services
My father just joined Bonitas which they are managing. Their customer services is truly pathetic! They just send automated responses but don't attend to the problem. I've been raising concerns for more than a week but no real responses or action from them. I can just imagine how they will handle your problem if you have a real medical emergency.
0
Replies (0)SN
Skhumbuzo N
1 reviews | Active since Jan 2020
27 Jan 2026, 08:09
Switchboard
Just received the worst customer service from your switchboard lady by the name of Salisa Dlamini (dont even believe that is her correct name) its the second day in a row now, she is rude and has a no care attitude!!!!! I asked to be transferred and on both occasions she comes back and says i must call later and when i ask for a time frame she just says “i dont know its up to you” mind you this is now the second day!!!! Please put people that know how to treat people at switchboard this is unaccaptable!!!!
Helpful (0)
|Replies (0)SN
Skhumbuzo N
1 reviews | Active since Jan 2020
27 Jan 2026, 08:09
Switchboard
Just received the worst customer service from your switchboard lady by the name of Salisa Dlamini (dont even believe that is her correct name) its the second day in a row now, she is rude and has a no care attitude!!!!! I asked to be transferred and on both occasions she comes back and says i must call later and when i ask for a time frame she just says “i dont know its up to you” mind you this is now the second day!!!! Please put people that know how to treat people at switchboard this is unaccaptable!!!!
0
Replies (0)AA
Aneesa A
1 reviews | Active since Jan 2020
1 Dec 2025, 04:10
poor service always
My state pensioner mum is on Boncap, I have sent her 3 month bank statement and completed form as well as attach sassa letter. 5 weeks later still not resolved this PHA is a problem I have been doing this for many years and never had a issue, they keep saying docs not received but if you got one then you should have all its all on the same EMAIL - 2 x hello peter escalations no resolution from medscheme either
Helpful (0)
|Replies (0)AA
Aneesa A
1 reviews | Active since Jan 2020
1 Dec 2025, 04:10
poor service always
My state pensioner mum is on Boncap, I have sent her 3 month bank statement and completed form as well as attach sassa letter. 5 weeks later still not resolved this PHA is a problem I have been doing this for many years and never had a issue, they keep saying docs not received but if you got one then you should have all its all on the same EMAIL - 2 x hello peter escalations no resolution from medscheme either
0
Replies (0)AA
DP
Dustin P
1 reviews | Active since Jan 2020
8 Nov 2025, 05:53
Bonitas’ ********* treatment of oncology patients – 5 months of incompetence, delay and emotional distress
I’m writing this out of sheer frustration after months of dealing with Bonitas’ shocking incompetence and ********* handling of my oncology claim. In May this year, an oncology-related test costing R12,000 was incorrectly processed from my savings instead of through the oncology benefit, where it clearly belonged. What should have been a simple correction turned into a five-month battle filled with excuses, delays, and a complete lack of accountability. From the start, I did everything by the book — the invoice was correctly submitted, with the ICD-10 and all required codes. Yet Bonitas deducted the full amount from my savings, leaving me to fight to get it reinstated. Over the next five months, I spent countless hours on emails, calls, and follow-ups trying to get a straight answer. Every interaction was another frustrating loop: Calls would be cut off mid-conversation with no call back. I was promised escalations that never happened. Agents gave contradictory explanations, and not one could explain why the claim was not processed under oncology or how it even ended up in savings. Weeks later, when I chased again, I’d be told I now needed to add another code, or that the doctor wasn’t an oncologist, or that I now needed a motivation letter — each time a new excuse, conveniently provided only after the previous one was resolved. This dragged on for months — not because of missing documentation, but because Bonitas refused to take responsibility or act with urgency. The entire experience felt like a deliberate delay tactic to avoid paying the claim from their side. This is not just administrative incompetence — it’s morally wrong. To make an oncology patient endure months of financial strain and endless back-and-forth just to get a legitimate claim processed is inhumane. The emotional toll of having to fight your own medical aid while dealing with cancer is something no person should ever experience. What Bonitas did was not an isolated error — it reflects a systemic failure and disregard for patient welfare. When a company chooses bureaucracy and excuses over compassion and ethics, it betrays the very people it’s supposed to protect. After five exhausting months, the claim was finally corrected — but only because I refused to give up. There was no apology, no ownership, no empathy — just quiet correction once they ran out of excuses. Bonitas, your behaviour towards sick patients is shameful. You made an oncology patient fight for what was rightfully covered. This is not care — it’s cruelty disguised as process.
Helpful (0)
|Replies (0)DP
Dustin P
1 reviews | Active since Jan 2020
8 Nov 2025, 05:53
Bonitas’ ********* treatment of oncology patients – 5 months of incompetence, delay and emotional distress
I’m writing this out of sheer frustration after months of dealing with Bonitas’ shocking incompetence and ********* handling of my oncology claim. In May this year, an oncology-related test costing R12,000 was incorrectly processed from my savings instead of through the oncology benefit, where it clearly belonged. What should have been a simple correction turned into a five-month battle filled with excuses, delays, and a complete lack of accountability. From the start, I did everything by the book — the invoice was correctly submitted, with the ICD-10 and all required codes. Yet Bonitas deducted the full amount from my savings, leaving me to fight to get it reinstated. Over the next five months, I spent countless hours on emails, calls, and follow-ups trying to get a straight answer. Every interaction was another frustrating loop: Calls would be cut off mid-conversation with no call back. I was promised escalations that never happened. Agents gave contradictory explanations, and not one could explain why the claim was not processed under oncology or how it even ended up in savings. Weeks later, when I chased again, I’d be told I now needed to add another code, or that the doctor wasn’t an oncologist, or that I now needed a motivation letter — each time a new excuse, conveniently provided only after the previous one was resolved. This dragged on for months — not because of missing documentation, but because Bonitas refused to take responsibility or act with urgency. The entire experience felt like a deliberate delay tactic to avoid paying the claim from their side. This is not just administrative incompetence — it’s morally wrong. To make an oncology patient endure months of financial strain and endless back-and-forth just to get a legitimate claim processed is inhumane. The emotional toll of having to fight your own medical aid while dealing with cancer is something no person should ever experience. What Bonitas did was not an isolated error — it reflects a systemic failure and disregard for patient welfare. When a company chooses bureaucracy and excuses over compassion and ethics, it betrays the very people it’s supposed to protect. After five exhausting months, the claim was finally corrected — but only because I refused to give up. There was no apology, no ownership, no empathy — just quiet correction once they ran out of excuses. Bonitas, your behaviour towards sick patients is shameful. You made an oncology patient fight for what was rightfully covered. This is not care — it’s cruelty disguised as process.
0
Replies (0)MA
Matome A
1 reviews | Active since Jan 2020
6 Nov 2025, 01:16
Medscheme ****ming Me
I performed the bone marrow transplant and my your sister happened to be my matching donor. Medscheme knew very well that in order for me to survive, she must go through the test as a non beneficiary of the scheme. Her tests were conducted and the now say I must settle R9000 to Ampath lab. When I started with polygam I had to pay R9000 which was a short notice or die.They are . They also failed to pay bloods from ONCLAB. I had to pay R19000 which I did not have. @Medscheme, please sort out this donor accounts. She risked everything for me. The least you can do is to thank her by settling all her accounts. Or are you saying I was supposed to die? You keep generating reference numbers and when I call the agent can't even answer the questions raised.This issue is giving me insomnia please escalate to the CEO or the board. Do not give me red numbers where I should contact your call center agents as they don't seem to have answers for me.
Helpful (0)
|Replies (0)MA
Matome A
1 reviews | Active since Jan 2020
6 Nov 2025, 01:16
Medscheme ****ming Me
I performed the bone marrow transplant and my your sister happened to be my matching donor. Medscheme knew very well that in order for me to survive, she must go through the test as a non beneficiary of the scheme. Her tests were conducted and the now say I must settle R9000 to Ampath lab. When I started with polygam I had to pay R9000 which was a short notice or die.They are . They also failed to pay bloods from ONCLAB. I had to pay R19000 which I did not have. @Medscheme, please sort out this donor accounts. She risked everything for me. The least you can do is to thank her by settling all her accounts. Or are you saying I was supposed to die? You keep generating reference numbers and when I call the agent can't even answer the questions raised.This issue is giving me insomnia please escalate to the CEO or the board. Do not give me red numbers where I should contact your call center agents as they don't seem to have answers for me.
0
Replies (0)EE
Estelle E
1 reviews | Active since Jan 2020
7 Oct 2025, 14:51
Medscheme doesn't want/need new members.
I've phoned 3 times requesting membership plans and tariffs for next year. Every time I'm being assured it will be e-mailed to me, but I'm still waiting. If it's this difficult to get information to join, how difficult will it be to claim???
Helpful (0)
|Replies (0)EE
Estelle E
1 reviews | Active since Jan 2020
7 Oct 2025, 14:51
Medscheme doesn't want/need new members.
I've phoned 3 times requesting membership plans and tariffs for next year. Every time I'm being assured it will be e-mailed to me, but I'm still waiting. If it's this difficult to get information to join, how difficult will it be to claim???
0
Replies (0)VC
Visa C
1 reviews | Active since Jan 2020
30 Jul 2025, 15:16
Staff not trained
Dear Medscheme eSolutions Team, I have been experiencing login issues on the Medscheme portal for the past two months, which has prevented me from accessing my remittance advice. Despite several attempts and numerous calls, the issue remains unresolved. Unfortunately, the support staff I’ve spoken to appear insufficiently trained to handle portal related issues. I have repeatedly been placed on hold while they consult IT, and even basic requests, such as forwarding the OTP to an alternative email address, have become unnecessarily tedious. The email address on file has given us intermittent problems and the Otp was not being received on our side. I have been told by claims staff that they are “not from IT” and they need to speak to the relevant department, yet the IT team does not communicate directly with clients. This roundabout communication is wasting time and is not providing any resolution. I am please urgently requesting to be assisted by a competent and technically knowledgeable person who can help restore my access without further delay.
Helpful (0)
|Replies (0)VC
Visa C
1 reviews | Active since Jan 2020
30 Jul 2025, 15:16
Staff not trained
Dear Medscheme eSolutions Team, I have been experiencing login issues on the Medscheme portal for the past two months, which has prevented me from accessing my remittance advice. Despite several attempts and numerous calls, the issue remains unresolved. Unfortunately, the support staff I’ve spoken to appear insufficiently trained to handle portal related issues. I have repeatedly been placed on hold while they consult IT, and even basic requests, such as forwarding the OTP to an alternative email address, have become unnecessarily tedious. The email address on file has given us intermittent problems and the Otp was not being received on our side. I have been told by claims staff that they are “not from IT” and they need to speak to the relevant department, yet the IT team does not communicate directly with clients. This roundabout communication is wasting time and is not providing any resolution. I am please urgently requesting to be assisted by a competent and technically knowledgeable person who can help restore my access without further delay.
0
Replies (0)