Although we strive to provide excellent service, occasionally errors still happen. We have a complaints process to help you get quick solutions for complaints and answers to your questions as soon as possible

Bankmed’s complaint process

1. Call or e-mail us with your enquiry or complaint

Please call our customer service centre on 0800 BANKMED (0800 226 5633) to let us know about your enquiry or complaint. The call is toll free from a Telkom landline and our skilled agents are ready to help.

If you prefer e-mail, send your enquiry or complaint to enquiries@bankmed.co.za. Please use “Complaint” in the subject line of your e-mail. On average we take one to two business days to reply if the enquiry or complaint is simple. If it is a complex case we take approximately five business days.

2. Request an escalation

If you have followed step 1 and feel that your enquiry or complaint was not dealt with to your satisfaction, or that the Scheme Rules were not correctly applied, please let us know where you feel we could improve.

Call 0800 BANKMED (0800 226 5633). Our agents can resolve any errors that may have occurred or provide additional clarity and guidance. If you are not satisfied with the service or outcome the agent provides, you may ask to be transferred to a supervisor or manager. If no supervisor or manager can immediately take your call, the agent will confirm your contact details and ensure you are called back as soon as possible.

3. Complaints escalation

If you went through the first steps and still feel your problem was not resolved to your satisfaction or that you have been treated unfairly in any way, please send us an e-mail with the details of your experience to tellus@bankmed.co.za

You can also post a written complaint to Complaints, Bankmed, PO Box 1242, Cape Town 8000.

We must respond to all written complaints within 30 days. However, we will always try to get back to you sooner.

4. Further options

If you are still unsatisfied, you may lodge a formal complaint with the Council for Medical Schemes. The Council for Medical Schemes is a statutory body established by the Medical Schemes Act (131 of 1998) to provide regulatory supervision of private health financing through medical schemes. They also deal with complaints that members have not been able to resolve with their medical schemes.

Contact details for the Council for Medical Schemes: Council for Medical Schemes Complaints Unit, Block A, Eco Glades 2 Office Park, 420 Witch-Hazel Avenue, Eco Park, Centurion 0157 | complaints@medicalschemes.com |  0861 123 267 | www.medicalschemes.com