Stratum Benefits (Pty) Ltd
Verified Business
Stratum Benefits (Pty) Ltd
Verified Business
67 Reviews (last 12 months)
Responds in 27 hours 34 min
AI Review Summary
Based on recent customer reviews, Stratum Benefits (Pty) Ltd faces significant challenges across nearly all aspects of its customer experience. Customers consistently report prolonged claim delays, rejected claims without clear justification, and a near-complete communication breakdown when issues arise. While a handful of individual agents receive genuine praise for their helpfulness and professionalism, these positive interactions are vastly outweighed by systemic failures in claims processing, billing accuracy, and responsiveness.
Top Strengths:
- •Agent Quality & Customer Care: Customers name specific agents like Sibongile, Emanuel, Kyle, Lorna, and Liza Meyer for their patience, professionalism, and willingness to help. These individuals are consistently praised even amid broader service failures.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
0Trustindex Rating
#6Ranked In Gap Cover
27 hours 34 minutesAverage Time To Reply
-32 NPSRecommended: Unlikely
Replied to 88% of negative reviews
Typically takes less than 22 hours 13 min to reply
TrustIndex
0
Score
Ranking
#6
in Gap Cover
Avg Reply
27 hours 34 minutes
NPS Score
-32
Recommended: Unlikely
Replied to 88% of negative reviews
Typically takes less than 22 hours 13 min to reply
Review Distribution
2|67 Reviews
May '25 - Apr '26
5(21.7%)
4(3.3%)
3(0%)
2(3.3%)
1(71.7%)
5(21.7%)
4(3.3%)
3(0%)
2(3.3%)
1(71.7%)
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 ExperienceDG
Devan G
1 reviews | Active since Jan 2020
11 Mar 2026, 12:22
Conveniently removing complaints when they dont want to address it
The service from this company is dangerous. My mom (who was on a path of incapacitation decided to stop her medical aid (which I pay for) by transferring money I put into her account for the medical aid into another account. I wrote to Stratum on 30 October explaining the situation and indicated that I wanted to reinstate the account. They duly responded on the 7-11-2025, with banking details and the amount due being R0 rands. On 10 November, I responded to the Stratum asking whether the debit order had went off as they were asking for an Eft for zero rands. No response was received. I received confirmation of email with reference numbers for emails. I made a call 2 weeks ago to follow up on this. I was told that the matter would be investigated however no response was received. I called again on Tuesday. They had no record of the previous enquiry and again told that th matter would be investigated. At this point, i raised a complaint on HelloPeter and believe that the subsequent response was because of the hellopeter complaint and not the enquiry. I received an email yesterday, confirming that stratum could not reinstate, having performed an investigation and finding: "On the 4th of September 2025, the accounts team sent another email regarding the failed debit order and one of our consultants sent another email on the 7th of November 2025 requesting for an EFT payment. We did not receive any communication from you with regards to the outstanding amount or if you did make a payment. No proof of payment received." After calling the complaints department, Lisa (who prepared the report), indicated that she did not see my correspondence to them. (30 Oct or 10 Nov) despite having issued reference numbers for the correspondence. I had to send her the correspondence. (Not sure how an investigation was done). She urged me not to comment further on hellopeter as she needed to investigate the matter with any comment diverting her attention from investigating the matter. Today, I received an email from HelloPeter saying that my comment was removed as I not a client of stratum. So Stratum did not want me to update my comments as it would divert her attention, but she did have time to have my complaint removed! As the paying party, whose email address is the listed email address of the account, Stratum appears to be attempting to cover this up through these kind of antics. This is not acceptable.
Helpful (0)
|Replies (0)DG
Devan G
1 reviews | Active since Jan 2020
11 Mar 2026, 12:22
Conveniently removing complaints when they dont want to address it
The service from this company is dangerous. My mom (who was on a path of incapacitation decided to stop her medical aid (which I pay for) by transferring money I put into her account for the medical aid into another account. I wrote to Stratum on 30 October explaining the situation and indicated that I wanted to reinstate the account. They duly responded on the 7-11-2025, with banking details and the amount due being R0 rands. On 10 November, I responded to the Stratum asking whether the debit order had went off as they were asking for an Eft for zero rands. No response was received. I received confirmation of email with reference numbers for emails. I made a call 2 weeks ago to follow up on this. I was told that the matter would be investigated however no response was received. I called again on Tuesday. They had no record of the previous enquiry and again told that th matter would be investigated. At this point, i raised a complaint on HelloPeter and believe that the subsequent response was because of the hellopeter complaint and not the enquiry. I received an email yesterday, confirming that stratum could not reinstate, having performed an investigation and finding: "On the 4th of September 2025, the accounts team sent another email regarding the failed debit order and one of our consultants sent another email on the 7th of November 2025 requesting for an EFT payment. We did not receive any communication from you with regards to the outstanding amount or if you did make a payment. No proof of payment received." After calling the complaints department, Lisa (who prepared the report), indicated that she did not see my correspondence to them. (30 Oct or 10 Nov) despite having issued reference numbers for the correspondence. I had to send her the correspondence. (Not sure how an investigation was done). She urged me not to comment further on hellopeter as she needed to investigate the matter with any comment diverting her attention from investigating the matter. Today, I received an email from HelloPeter saying that my comment was removed as I not a client of stratum. So Stratum did not want me to update my comments as it would divert her attention, but she did have time to have my complaint removed! As the paying party, whose email address is the listed email address of the account, Stratum appears to be attempting to cover this up through these kind of antics. This is not acceptable.
0
Replies (0)DG
Devan G
1 reviews | Active since Jan 2020
9 Mar 2026, 09:53
Stratum never gets back to you
I have been paying my moms premiums by putting the money into her account. With my mom being old, and not always there, she transferred the money out of her account citing a lack of need for medical aid. On hearing this, i made contact with stratum via email twice in November last year. I followed up this year and provided the ref numbers for each email. They have not responded to me, nor given me a statement to reinstate the account. I am now forced to do this via public domain.
Helpful (0)
|Replies (0)DG
Devan G
1 reviews | Active since Jan 2020
9 Mar 2026, 09:53
Stratum never gets back to you
I have been paying my moms premiums by putting the money into her account. With my mom being old, and not always there, she transferred the money out of her account citing a lack of need for medical aid. On hearing this, i made contact with stratum via email twice in November last year. I followed up this year and provided the ref numbers for each email. They have not responded to me, nor given me a statement to reinstate the account. I am now forced to do this via public domain.
0
Replies (0)WCVdW
Wilhelmina Christine Van der Walt
1 reviews | Active since Jan 2020
28 Feb 2026, 18:06
Stratum
Don't pay out claims. Always needs more documents, letters etc. from medical aid. In almost 6 years, they never paid out any claims. Will definitely not recommend.
Helpful (0)
|Replies (0)WCVdW
Wilhelmina Christine Van der Walt
1 reviews | Active since Jan 2020
28 Feb 2026, 18:06
Stratum
Don't pay out claims. Always needs more documents, letters etc. from medical aid. In almost 6 years, they never paid out any claims. Will definitely not recommend.
0
Replies (0)GV
GUILLERMO V
1 reviews | Active since Jan 2020
22 Feb 2026, 11:17
Poor service
If you want all your short falls claims to be paid. Do not join this company.
Helpful (0)
|Replies (0)GV
GUILLERMO V
1 reviews | Active since Jan 2020
22 Feb 2026, 11:17
Poor service
If you want all your short falls claims to be paid. Do not join this company.
0
Replies (0)AD
LA
Loraine A
1 reviews | Active since Jan 2020
19 Feb 2026, 09:28
Rejected claim due to psychological exclusions
I have been paying gap cover premiums to Stratum Benefits for over a year, believing I was protecting myself and my family against hospital shortfalls. When my daughter was hospitalized and needed the cover, my claim was declined because the admission was related to a mood disorder. Apparently, emotional and psychological conditions are excluded. This was never clearly emphasized when I took out the policy. It feels like the provider decides which hospitalizations are “valid” enough to cover. Mental health hospitalizations are serious and real. To refuse payment during such a vulnerable time is extremely disappointing. I would strongly advise others to carefully check the exclusions before signing up.
Helpful (0)
|Replies (0)LA
Loraine A
1 reviews | Active since Jan 2020
19 Feb 2026, 09:28
Rejected claim due to psychological exclusions
I have been paying gap cover premiums to Stratum Benefits for over a year, believing I was protecting myself and my family against hospital shortfalls. When my daughter was hospitalized and needed the cover, my claim was declined because the admission was related to a mood disorder. Apparently, emotional and psychological conditions are excluded. This was never clearly emphasized when I took out the policy. It feels like the provider decides which hospitalizations are “valid” enough to cover. Mental health hospitalizations are serious and real. To refuse payment during such a vulnerable time is extremely disappointing. I would strongly advise others to carefully check the exclusions before signing up.
0
Replies (0)MJVV
Michelle Jansen Van Vuuren
1 reviews | Active since Jan 2020
17 Feb 2026, 13:43
When I submitted a c...
When I submitted a claim it stated outcome within 10 working days, its now been 12 working days , and still they say follow up on Friday which will then be 15 working days It's a lot of money I had to pay out my own pocket and expected a payout by the 10th working day as per their response
Helpful (0)
|Replies (0)MJVV
Michelle Jansen Van Vuuren
1 reviews | Active since Jan 2020
17 Feb 2026, 13:43
When I submitted a c...
When I submitted a claim it stated outcome within 10 working days, its now been 12 working days , and still they say follow up on Friday which will then be 15 working days It's a lot of money I had to pay out my own pocket and expected a payout by the 10th working day as per their response
0
Replies (0)c