B
Bankmed
Verified Business
B
Rated in:
Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Bankmed members describe widespread frustration with claims handling, communication breakdowns, and coverage disputes. While a small number of members praise specific agents by name for empathetic service, the dominant narrative involves unresolved claims, ignored escalations, denied authorisations for urgent procedures, and members being handed over to collections for claims the scheme failed to pay. Many feel trapped because their employer mandates membership.
TrustIndex
3.4
Ranking
#10
in Medical Aid
NPS Score
-80
Recommended: Unlikely
Jul '25 - Jun '26
Based on recent customer reviews, Bankmed members describe widespread frustration with claims handling, communication breakdowns, and coverage disputes. While a small number of members praise specific agents by name for empathetic service, the dominant narrative involves unresolved claims, ignored escalations, denied authorisations for urgent procedures, and members being handed over to collections for claims the scheme failed to pay. Many feel trapped because their employer mandates membership.
The most common complaint about Bankmed, based on Hellopeter's AI analysis of recent customer reviews, is Claims Processing & Authorisation. Members report claims rejected on technicalities, repeated requests for documents already submitted, authorisations reversed at hospital, and being handed to collections for unpaid authorised claims. Pre-authorisation failures during emergencies and chronic medication declines dominate the feedback at Claims Processing & Authorisation (1.0).
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 Jan 2020
I hereby lodge a formal complaint regarding the unacceptable level of service I have received from Discovery Vitality, with consequential implications involving Bankmed. This matter arose when I joined Discovery Vitality and was explicitly advised that my first three (3) months of contributions would be free. Despite this agreement, my account was incorrectly debited during the first month. Upon querying this debit, the amount was refunded, clearly confirming that the deduction was processed in error. Following the expiry of the agreed three‑month free period, no further deductions were made from my account. I contacted Discovery Vitality and Bankmed on numerous occasions to query this failure. Despite engaging with several consultants, I received no definitive explanation or resolution. I was repeatedly assured that the matter would be escalated and that feedback would be provided. These assurances were not honoured. Promised callbacks were not made, and no adequate follow‑up occurred. As a direct consequence of this sustained administrative failure, lack of due care, and poor service delivery by your consultants, my Vitality membership has been cancelled. I have been unfairly prejudiced by the loss of Vitality benefits, despite acting in good faith and repeatedly attempting to resolve the issue timeously. This situation is solely attributable to negligence, ineffective escalation, and a failure to fulfil your duty of care to a customer. I find this conduct unacceptable and inconsistent with Bankmed and Discovery’s service commitments and obligations under fair customer treatment principles. I hereby formally demand the following: The immediate reinstatement of my Vitality membership, without penalties, lapses, or prejudicial conditions; A retrospective correction to ensure continuity of benefits as if the cancellation had not occurred; Compensation or a goodwill credit to account for the inconvenience, loss of benefits, time spent, and distress caused by this prolonged service failure; and Written confirmation detailing the corrective actions taken to prevent a recurrence of this issue. Should this matter not be resolved promptly and satisfactorily, I reserve my right to escalate the complaint to senior management, the Discovery Complaints Resolution Committee, and, if necessary, the relevant regulatory and ombudsman channels. I expect your urgent attention and a written response without further delay. Regards Godfrey Bukani
1 reviews | Active since Jan 2020
I hereby lodge a formal complaint regarding the unacceptable level of service I have received from Discovery Vitality, with consequential implications involving Bankmed. This matter arose when I joined Discovery Vitality and was explicitly advised that my first three (3) months of contributions would be free. Despite this agreement, my account was incorrectly debited during the first month. Upon querying this debit, the amount was refunded, clearly confirming that the deduction was processed in error. Following the expiry of the agreed three‑month free period, no further deductions were made from my account. I contacted Discovery Vitality and Bankmed on numerous occasions to query this failure. Despite engaging with several consultants, I received no definitive explanation or resolution. I was repeatedly assured that the matter would be escalated and that feedback would be provided. These assurances were not honoured. Promised callbacks were not made, and no adequate follow‑up occurred. As a direct consequence of this sustained administrative failure, lack of due care, and poor service delivery by your consultants, my Vitality membership has been cancelled. I have been unfairly prejudiced by the loss of Vitality benefits, despite acting in good faith and repeatedly attempting to resolve the issue timeously. This situation is solely attributable to negligence, ineffective escalation, and a failure to fulfil your duty of care to a customer. I find this conduct unacceptable and inconsistent with Bankmed and Discovery’s service commitments and obligations under fair customer treatment principles. I hereby formally demand the following: The immediate reinstatement of my Vitality membership, without penalties, lapses, or prejudicial conditions; A retrospective correction to ensure continuity of benefits as if the cancellation had not occurred; Compensation or a goodwill credit to account for the inconvenience, loss of benefits, time spent, and distress caused by this prolonged service failure; and Written confirmation detailing the corrective actions taken to prevent a recurrence of this issue. Should this matter not be resolved promptly and satisfactorily, I reserve my right to escalate the complaint to senior management, the Discovery Complaints Resolution Committee, and, if necessary, the relevant regulatory and ombudsman channels. I expect your urgent attention and a written response without further delay. Regards Godfrey Bukani
1 reviews | Active since Jan 2020
How iselyand uncaring can a medical company be? You shortpay for 3 months on a service provider account then you rectify the payment from April but you do not settle the arrears all due to your admin error. This result in the Colonoplast putting a hold on stoma for the patient. You promise to sort it out and to escalate and then just disappear What do I need to reolve your poor service no caring for a patient that needs essential srevices to have a dignified life?
1 reviews | Active since Jan 2020
How iselyand uncaring can a medical company be? You shortpay for 3 months on a service provider account then you rectify the payment from April but you do not settle the arrears all due to your admin error. This result in the Colonoplast putting a hold on stoma for the patient. You promise to sort it out and to escalate and then just disappear What do I need to reolve your poor service no caring for a patient that needs essential srevices to have a dignified life?
1 reviews | Active since Jan 2020
What Horrible service I have recieved from Bankmed, ive never been this frustrated, especially considering that Im giving them New Business. I have been trying top add a memeber for the passed two weeks and no body bothers to pick up the call, I just spoke to Joseph in New business who has been nothing but sarcastic, unhlepful and frustrated me even more. what kindl of call centre is not able to call clients. if i wasnt working for the bank, i would definatley do away with this medical aid. very unprofessional , unhlepful and 0 customer servise.
1 reviews | Active since Jan 2020
What Horrible service I have recieved from Bankmed, ive never been this frustrated, especially considering that Im giving them New Business. I have been trying top add a memeber for the passed two weeks and no body bothers to pick up the call, I just spoke to Joseph in New business who has been nothing but sarcastic, unhlepful and frustrated me even more. what kindl of call centre is not able to call clients. if i wasnt working for the bank, i would definatley do away with this medical aid. very unprofessional , unhlepful and 0 customer servise.
1 reviews | Active since Jan 2020
Subject: Urgent Complaint – Denial of Essential Medical Procedure and Ongoing Suffering I am writing to formally raise a serious concern regarding the treatment I have received from Bankmed Medical Aid under the Essential Plan. Following an MRI, my neurologist confirmed that I urgently require a procedure known as Decompression & Neurolysis (ICD-10 Codes: M47.86 / M48.06). Despite the medical necessity clearly outlined by my specialist, this procedure has now been declined twice by Bankmed on the basis that it does not qualify under my plan. I have been informed that approval would only be considered if my condition were either critical or life-threatening. In the meantime, my condition has deteriorated significantly. I am currently confined to bed, experiencing constant and excruciating pain. I am unable to walk due to the severity of the pain, and I am experiencing persistent pins and needles extending down to my toes—symptoms that are both distressing and concerning. My doctor has explicitly warned that without this procedure, my condition may worsen to the point where I could permanently lose my ability to walk. As a result of the unmanaged pain, I am now relying heavily on pain medication, which is not a sustainable or safe long-term solution. This is not treatment—this is merely temporary relief while my underlying condition continues to worsen. It is deeply troubling that a relatively minor and cost-effective procedure is being denied, while the alternative may result in irreversible damage, significantly higher future medical costs, and a severely diminished quality of life. I find it difficult to understand how it is acceptable to wait for a patient’s condition to deteriorate to such an extreme level before authorisation is granted. In addition to this, the level of service and communication has been extremely disappointing. Both my doctor’s rooms and I have made numerous attempts to contact Bankmed, with no meaningful progress. Messages left for Michelle Bam have gone unanswered, and attempts to escalate the matter have been unsuccessful. Even direct doctor-to-doctor communication has been delayed due to a reported shortage of doctors, with the earliest available discussion only scheduled for 4 May 2026. This delay is unacceptable given the urgency of my condition. Every day without treatment results in continued suffering and increased risk of permanent damage. I respectfully request immediate intervention and reconsideration of my case. This matter is urgent, and I cannot continue to endure this level of pain and immobility while awaiting administrative processes. The current situation is not only distressing—it is inhumane. I trust that this matter will now receive the urgent attention it requires.
1 reviews | Active since Jan 2020
Subject: Urgent Complaint – Denial of Essential Medical Procedure and Ongoing Suffering I am writing to formally raise a serious concern regarding the treatment I have received from Bankmed Medical Aid under the Essential Plan. Following an MRI, my neurologist confirmed that I urgently require a procedure known as Decompression & Neurolysis (ICD-10 Codes: M47.86 / M48.06). Despite the medical necessity clearly outlined by my specialist, this procedure has now been declined twice by Bankmed on the basis that it does not qualify under my plan. I have been informed that approval would only be considered if my condition were either critical or life-threatening. In the meantime, my condition has deteriorated significantly. I am currently confined to bed, experiencing constant and excruciating pain. I am unable to walk due to the severity of the pain, and I am experiencing persistent pins and needles extending down to my toes—symptoms that are both distressing and concerning. My doctor has explicitly warned that without this procedure, my condition may worsen to the point where I could permanently lose my ability to walk. As a result of the unmanaged pain, I am now relying heavily on pain medication, which is not a sustainable or safe long-term solution. This is not treatment—this is merely temporary relief while my underlying condition continues to worsen. It is deeply troubling that a relatively minor and cost-effective procedure is being denied, while the alternative may result in irreversible damage, significantly higher future medical costs, and a severely diminished quality of life. I find it difficult to understand how it is acceptable to wait for a patient’s condition to deteriorate to such an extreme level before authorisation is granted. In addition to this, the level of service and communication has been extremely disappointing. Both my doctor’s rooms and I have made numerous attempts to contact Bankmed, with no meaningful progress. Messages left for Michelle Bam have gone unanswered, and attempts to escalate the matter have been unsuccessful. Even direct doctor-to-doctor communication has been delayed due to a reported shortage of doctors, with the earliest available discussion only scheduled for 4 May 2026. This delay is unacceptable given the urgency of my condition. Every day without treatment results in continued suffering and increased risk of permanent damage. I respectfully request immediate intervention and reconsideration of my case. This matter is urgent, and I cannot continue to endure this level of pain and immobility while awaiting administrative processes. The current situation is not only distressing—it is inhumane. I trust that this matter will now receive the urgent attention it requires.
1 reviews | Active since Jan 2020
I visited a dentist over 2 months ago. I had my co-payment ready as Bankmed hadn’t paid in full for the previous procedure. I got to the receptionist after my procedure and they said medical aid in full so I can go. I wasn’t convinced so I waited for my statement and indeed Bankmed confirms they have paid for everything. Two months later the dentist sends an invoice for over R2000 that Bankmed paid and reversed payment without bothering to even call or email to explain what happened. Now I have to pay for an unplanned expense when I could have done that months ago. Unfortunately my employer makes me use Bankmed and I have to continue to use it. If you want inconvience and poor communication, choose Bankmed. No consideration for their member whatsoever.
1 reviews | Active since Jan 2020
I visited a dentist over 2 months ago. I had my co-payment ready as Bankmed hadn’t paid in full for the previous procedure. I got to the receptionist after my procedure and they said medical aid in full so I can go. I wasn’t convinced so I waited for my statement and indeed Bankmed confirms they have paid for everything. Two months later the dentist sends an invoice for over R2000 that Bankmed paid and reversed payment without bothering to even call or email to explain what happened. Now I have to pay for an unplanned expense when I could have done that months ago. Unfortunately my employer makes me use Bankmed and I have to continue to use it. If you want inconvience and poor communication, choose Bankmed. No consideration for their member whatsoever.
1 reviews | Active since Jan 2020
Totally pathetic service as usual. It's like I have to load you all the time just to get the service I am paying allot for. My husband went for a corneal graph in February. They haven't paid the doctor to date for the cornea. I called and spoke to 3 agents - tembele - 16/02/ashante/ lulama - 8 April who assured me they would call the accounts department and sort this out. They advised the accountant is not providing the correct nappi code. This was last week, nothing has been resolved to date, and now the doctor is handing me over to the creditors for payment. Can this can resolved urgently. Please find the REF no's below REF - 11941137068 REF - 11914415431
1 reviews | Active since Jan 2020
Totally pathetic service as usual. It's like I have to load you all the time just to get the service I am paying allot for. My husband went for a corneal graph in February. They haven't paid the doctor to date for the cornea. I called and spoke to 3 agents - tembele - 16/02/ashante/ lulama - 8 April who assured me they would call the accounts department and sort this out. They advised the accountant is not providing the correct nappi code. This was last week, nothing has been resolved to date, and now the doctor is handing me over to the creditors for payment. Can this can resolved urgently. Please find the REF no's below REF - 11941137068 REF - 11914415431
1 reviews | Active since Jan 2020
I have sent a proof of payment that they need to reimburse me. I have been told I will receive the payment by the 2nd of April 2026, still now I have not received any. I called several times and was told the payment is being processed. Today I am told that the payment was made then it bounced, I do not know how is that possible. I am really disappointed at Bankmed.
1 reviews | Active since Jan 2020
I have sent a proof of payment that they need to reimburse me. I have been told I will receive the payment by the 2nd of April 2026, still now I have not received any. I called several times and was told the payment is being processed. Today I am told that the payment was made then it bounced, I do not know how is that possible. I am really disappointed at Bankmed.
1 reviews | Active since Jan 2020
Unresolved claim due to Dr charging higher rates then agreed with Bankmed. Bankmed Health Partners Team failed to follow-up and resolve the claim. I have not had feedback in over 10 business days and multiple calls to Bankmed Support to resolve the matter.
1 reviews | Active since Jan 2020
Unresolved claim due to Dr charging higher rates then agreed with Bankmed. Bankmed Health Partners Team failed to follow-up and resolve the claim. I have not had feedback in over 10 business days and multiple calls to Bankmed Support to resolve the matter.
Bankmed scores 1.1 out of 5 on Hellopeter's AI analysis of service quality in Medical Aid, compared to the Medical Aid industry average of 1.8. Their strongest theme is Customer Service (1.3); their weakest is Claims Processing (0.9). The top AI-rated Medical Aid business on Hellopeter is AGS Health (4.3). How is the AI Score calculated? →
Bankmed has a TrustIndex of 3.4 out of 10 on Hellopeter, based on 107 reviews in the last 12 months. Hellopeter has tracked Bankmed across 1,544 total reviews. How is the TrustIndex calculated? →