Key Health Medical Aid
Verified Business
|1.4|51 Reviews (last 12 months)|Responds in 9h 46m
Key Health Medical Aid
Verified Business
|1.4
51 Reviews (last 12 months)
Responds in 9h 46m
Rated in:
Scores reflect the Overall AI Score for each category
Key Health Medical Aid
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Key Health Medical Aid is generating significant frustration around claims handling, communication breakdowns, and disputes over coverage. Members repeatedly describe non-disclosure investigations, denied authorisations, and unanswered queries. A small group of named consultants like Cindy, Liezel, Thelma, and Matsatsi receive genuine praise, but these positive moments are dwarfed by systemic service failures across nearly every operational touchpoint members describe.
Replied to 100% of negative reviews
Reply time on negative reviews: 10h 42m
TrustIndex
3
Ranking
#14
in Medical Aid
Reply Time
9h 46m
NPS Score
-62
Recommended: Unlikely
Replied to 100% of negative reviews
Reply time on negative reviews: 10h 42m
Sep '25 - Aug '26
Based on recent customer reviews, Key Health Medical Aid is generating significant frustration around claims handling, communication breakdowns, and disputes over coverage. Members repeatedly describe non-disclosure investigations, denied authorisations, and unanswered queries. A small group of named consultants like Cindy, Liezel, Thelma, and Matsatsi receive genuine praise, but these positive moments are dwarfed by systemic service failures across nearly every operational touchpoint members describe.
Key Health Medical Aid has a TrustIndex of 3 out of 10 on Hellopeter, based on 51 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 10 hours 42 min. Hellopeter has tracked Key Health Medical Aid across 375 total reviews. How is the TrustIndex calculated? →
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 Jul 2019
Wow. I'm so disappointed in this provider service. They give a turnaround time for everything and not doing what they are suppose to in that time frame. When following up the just escalate. This is also days now. They promise a coach will phone back and still nothing. They don't assist you on online chat. Very very disappointed. That's not a way to support a paying client.
1 reviews | Active since Jul 2019
Wow. I'm so disappointed in this provider service. They give a turnaround time for everything and not doing what they are suppose to in that time frame. When following up the just escalate. This is also days now. They promise a coach will phone back and still nothing. They don't assist you on online chat. Very very disappointed. That's not a way to support a paying client.
1 reviews | Active since Nov 2019
I have been dealing with unresolved claims and a delayed surgical authorisation process for several months. Despite repeated attempts to obtain clarity, I have not received clear answers or timely updates. The lack of communication and slow handling of my case has directly impacted my ability to proceed with necessary medical treatment. This experience has been extremely frustrating and disappointing. I am still awaiting a proper resolution.
1 reviews | Active since Nov 2019
I have been dealing with unresolved claims and a delayed surgical authorisation process for several months. Despite repeated attempts to obtain clarity, I have not received clear answers or timely updates. The lack of communication and slow handling of my case has directly impacted my ability to proceed with necessary medical treatment. This experience has been extremely frustrating and disappointing. I am still awaiting a proper resolution.
1 reviews | Active since Mar 2026
Been waiting months for responses on my questions, no communication, barely cover anything and Disapointing service. I have sent numerous follow up emails and its a waste of time as they dont give a ****
1 reviews | Active since May 2016
Impossible to contact them by phone as no one answers it. They also so not reply to email queries. Their website also has problems and does not work in some instances. Their live chat is useless and does not talk to you unless you answer all their questions. They went overboard with their security which is more elaborate as that of my bank.
1 reviews | Active since May 2016
Impossible to contact them by phone as no one answers it. They also so not reply to email queries. Their website also has problems and does not work in some instances. Their live chat is useless and does not talk to you unless you answer all their questions. They went overboard with their security which is more elaborate as that of my bank.
1 reviews | Active since Jun 2017
Once again a down grade due to life changing circumstance was declined. My son has been on keyhealth since birth 26 years. Not a high claimer. Keyhealth hammers on scheme rules and is not willing to assist a long time member after refusing to pay his motorbike accident as a PMB. Keyhealth does not need members and is so unwilling to help. This leaves me no choice but to take the matter regarding the down grade and the refusal of paying a PMB to the CMS for further review. Please keyhealth is not what it used to be ..... rather go to a scheme that is there for the members and not one that is running treir members i to the ground in time of need, even if they have the auth to do the change. I will hsve tomove him which we were trying to avoid. But is left with no choice. I will also be cancelling my scheme with them as i can not be a member to a inconsiderate company
1 reviews | Active since Jun 2017
Once again a down grade due to life changing circumstance was declined. My son has been on keyhealth since birth 26 years. Not a high claimer. Keyhealth hammers on scheme rules and is not willing to assist a long time member after refusing to pay his motorbike accident as a PMB. Keyhealth does not need members and is so unwilling to help. This leaves me no choice but to take the matter regarding the down grade and the refusal of paying a PMB to the CMS for further review. Please keyhealth is not what it used to be ..... rather go to a scheme that is there for the members and not one that is running treir members i to the ground in time of need, even if they have the auth to do the change. I will hsve tomove him which we were trying to avoid. But is left with no choice. I will also be cancelling my scheme with them as i can not be a member to a inconsiderate company
1 reviews | Active since Jun 2017
Due to losing a job and have no income, keyhealth refuse to do a speciql down grade as many members i know have been helped with before. This is a scheme decision and was declined. After asking for a down grade due to no income. And not wanting to lose my medical scheme. This follows after a motorbike accident that is a pmb which they refused to pay. And i have yo pay out of my oen pocket. Please think twice before joining kryhealth as they really do not care abput the members. They would rather lose members than try to keep them as it seems they can afford to lose members and have more than enough money. I was told directly by one of the call centre agents to go to the ombud. Then maybe keyhealth will look at it. This is not because i want to... it is because i have no choice but to.... very unfriendly and not worrued at all to lose members. I dont want to lose my medical aid and asked nicely for a downgrade.
1 reviews | Active since Jun 2017
Due to losing a job and have no income, keyhealth refuse to do a speciql down grade as many members i know have been helped with before. This is a scheme decision and was declined. After asking for a down grade due to no income. And not wanting to lose my medical scheme. This follows after a motorbike accident that is a pmb which they refused to pay. And i have yo pay out of my oen pocket. Please think twice before joining kryhealth as they really do not care abput the members. They would rather lose members than try to keep them as it seems they can afford to lose members and have more than enough money. I was told directly by one of the call centre agents to go to the ombud. Then maybe keyhealth will look at it. This is not because i want to... it is because i have no choice but to.... very unfriendly and not worrued at all to lose members. I dont want to lose my medical aid and asked nicely for a downgrade.
1 reviews | Active since Dec 2013
Trying to sort a PMB account out from November 2025, I have more than 4 reference numbers for the same enquiry, which is very frustrating and confusing, after spending more than R20 airtime, and not getting anywhere, leaving 3 voice messages on their customer care line after voice prompt advising me to do so, and NO call back? No one at customer care gives me the same answer to my questions and for me it feels like they just don't care. I've been a member on the medical aid since 1995, and I'm on the top plan - Platinum. WHY, just why must it be such a struggle?
1 reviews | Active since Dec 2013
Trying to sort a PMB account out from November 2025, I have more than 4 reference numbers for the same enquiry, which is very frustrating and confusing, after spending more than R20 airtime, and not getting anywhere, leaving 3 voice messages on their customer care line after voice prompt advising me to do so, and NO call back? No one at customer care gives me the same answer to my questions and for me it feels like they just don't care. I've been a member on the medical aid since 1995, and I'm on the top plan - Platinum. WHY, just why must it be such a struggle?