SB
Stratum Benefits (Pty) Ltd
Verified Business
SB
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, Stratum Benefits (Pty) Ltd is facing significant customer dissatisfaction, particularly around claims handling and responsiveness. While a handful of agents like Emanuel, Sibongile, and Kyle receive praise for professionalism, the overwhelming sentiment points to delayed payouts, unexplained rejections, and persistent communication failures that undermine member trust in the gap cover product.
TrustIndex
4.5
Ranking
#4
in Gap Cover
NPS Score
-30
Recommended: Unlikely
Jul '25 - Jun '26
Based on recent customer reviews, Stratum Benefits (Pty) Ltd is facing significant customer dissatisfaction, particularly around claims handling and responsiveness. While a handful of agents like Emanuel, Sibongile, and Kyle receive praise for professionalism, the overwhelming sentiment points to delayed payouts, unexplained rejections, and persistent communication failures that undermine member trust in the gap cover product.
The most common complaint about Stratum Benefits (Pty) Ltd, based on Hellopeter's AI analysis of recent customer reviews, is Claims Processing & Authorisation. Claims Processing & Authorisation (1.1) is the most cited pain point. Members report repeated rejections on technicalities, stale-claim refusals, endless document requests, and shortfalls only disclosed after treatment. Long-tenured members describe never receiving a payout despite years of premiums.
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
Claim submitted on the 6th April initially. Claim has been resent multiple times. I’ve called and had it escalated 3 times and I’ve emailed the complaints department twice. Beyond shocking the lack of feedback and service. Happy to take the money yet providing the service seems to be an issue. We will definitely be investigating other gap options.
1 reviews | Active since Jan 2020
Claim submitted on the 6th April initially. Claim has been resent multiple times. I’ve called and had it escalated 3 times and I’ve emailed the complaints department twice. Beyond shocking the lack of feedback and service. Happy to take the money yet providing the service seems to be an issue. We will definitely be investigating other gap options.
1 reviews | Active since Jan 2020
A claim for a co-payment required for a medical procedure at a hospital that was submitted on 31 March (31 working days ago) is still not finalised.I have sent numerous emails of which most are ignored or auto responses with generic messages which clearly show that emails are not properly read and/or demonstrate lack of understanding of Stratum policy and information ,documents and clarification supp****. This includes emails to the complaints department.The same information and documents are requested.Repeatedly.Call centre agents are incapable of providing meaningful and accurate feedback. There is no sense of urgency and accountability. Gap Cover is supposed to assist in moments of uncer*****y and vulnerability but the experience with Stratum is stressful,time wasting and burdensome (amount of reports and information required.They seldom adhere to their timelines resulting in claims not being finalised within 10 days.Quick settlement of claims is a core competency of most Insurance Companies and due to inadequate claim management systems and apparent lack of knowledge and analytical skills displayed by some assessors ,this basic requirement is not met. I will no longer recommend Stratum to anyone.
1 reviews | Active since Jan 2020
A claim for a co-payment required for a medical procedure at a hospital that was submitted on 31 March (31 working days ago) is still not finalised.I have sent numerous emails of which most are ignored or auto responses with generic messages which clearly show that emails are not properly read and/or demonstrate lack of understanding of Stratum policy and information ,documents and clarification supp****. This includes emails to the complaints department.The same information and documents are requested.Repeatedly.Call centre agents are incapable of providing meaningful and accurate feedback. There is no sense of urgency and accountability. Gap Cover is supposed to assist in moments of uncer*****y and vulnerability but the experience with Stratum is stressful,time wasting and burdensome (amount of reports and information required.They seldom adhere to their timelines resulting in claims not being finalised within 10 days.Quick settlement of claims is a core competency of most Insurance Companies and due to inadequate claim management systems and apparent lack of knowledge and analytical skills displayed by some assessors ,this basic requirement is not met. I will no longer recommend Stratum to anyone.
1 reviews | Active since Jan 2020
I have had this insurance gap cover from 2021 and from then nobody has made an attempt to assist me. emails dont work and they havent responded but quick to run debits every month. I want all my premiums paid back to me as im tired of chasing them , worse case il be going to the OMburdsman as they have not comp**** to even reimbursing me after a certain period i was suppose to get a payback.....
1 reviews | Active since Jan 2020
I have had this insurance gap cover from 2021 and from then nobody has made an attempt to assist me. emails dont work and they havent responded but quick to run debits every month. I want all my premiums paid back to me as im tired of chasing them , worse case il be going to the OMburdsman as they have not comp**** to even reimbursing me after a certain period i was suppose to get a payback.....
1 reviews | Active since Jan 2020
I am extremely disappointed with the service from Stratum Health regarding my gap cover claim. My claim was submitted online through Stratum’s own portal approximately a month ago. Despite this, I have still received no outcome. Even more concerning, I have now been told or led to believe that the claim cannot be properly traced/has effectively been lost, even though it was submitted through their official online system. I have resubmitted via email (forwarded their emailed claim copy generated by their system which they'd "lost" back to them), followed up multiple times and requested escalation, yet nothing has been resolved. There has been no proper feedback, no urgency, and no accountability. As a customer, it is unacceptable to submit a claim through the correct channel and then spend weeks chasing for basic answers. Gap cover exists to assist members when medical bills arise, not to create additional stress, admin, and uncer*****y. A month-long delay with no outcome, after multiple follow-ups and escalations, is simply not acceptable.
1 reviews | Active since Jan 2020
I am extremely disappointed with the service from Stratum Health regarding my gap cover claim. My claim was submitted online through Stratum’s own portal approximately a month ago. Despite this, I have still received no outcome. Even more concerning, I have now been told or led to believe that the claim cannot be properly traced/has effectively been lost, even though it was submitted through their official online system. I have resubmitted via email (forwarded their emailed claim copy generated by their system which they'd "lost" back to them), followed up multiple times and requested escalation, yet nothing has been resolved. There has been no proper feedback, no urgency, and no accountability. As a customer, it is unacceptable to submit a claim through the correct channel and then spend weeks chasing for basic answers. Gap cover exists to assist members when medical bills arise, not to create additional stress, admin, and uncer*****y. A month-long delay with no outcome, after multiple follow-ups and escalations, is simply not acceptable.
1 reviews | Active since Jan 2020
I have GAP Cover for 4 years. I tried to claim after hospitalization and my claim was rejected as stale. I explained that the bill of the Doctor was sent immediately once I recieved it. They told me to request it be reviewed seeing that I was only made aware from the service provider a day before it was sent. Email response to review. 1 liner..claim rejected as stale. Stay away, or get a more reputable company for GAP Cover. Not recommended at all.
1 reviews | Active since Jan 2020
I have GAP Cover for 4 years. I tried to claim after hospitalization and my claim was rejected as stale. I explained that the bill of the Doctor was sent immediately once I recieved it. They told me to request it be reviewed seeing that I was only made aware from the service provider a day before it was sent. Email response to review. 1 liner..claim rejected as stale. Stay away, or get a more reputable company for GAP Cover. Not recommended at all.
1 reviews | Active since Jan 2020
Second time Ive been trying to get a response out of Stratum. First time I called and emailed them for weeks but they just dont get back to you. Just send you automatic responses. They say it takes 10days to get back to you regarding a claim. Its been 11/12 days now. Still waiting to hear back from them. Sent emails….dont hear anything back. If you looking for a place where excellent client service matters…this is not your place.
1 reviews | Active since Jan 2020
Second time Ive been trying to get a response out of Stratum. First time I called and emailed them for weeks but they just dont get back to you. Just send you automatic responses. They say it takes 10days to get back to you regarding a claim. Its been 11/12 days now. Still waiting to hear back from them. Sent emails….dont hear anything back. If you looking for a place where excellent client service matters…this is not your place.
1 reviews | Active since Jan 2020
We have this gap cover for the last at least 4 years this would be the first time claiming a mere R1800 and it still in process. I am receiving countless emails from the Dr to pay them, but I m waiting on Stratum to pay me first. I will be moving my business elsewhere.
1 reviews | Active since Jan 2020
We have this gap cover for the last at least 4 years this would be the first time claiming a mere R1800 and it still in process. I am receiving countless emails from the Dr to pay them, but I m waiting on Stratum to pay me first. I will be moving my business elsewhere.
1 reviews | Active since Jan 2020
I've never claimed from this company till now. And it's unbelievable how long they take to pay out ONE little claim (which has yet to be paid out). And the amount of documentation they require BEFORE paying out. I'm beginning to wonder if I shouldn't move to another company instead.
1 reviews | Active since Jan 2020
I've never claimed from this company till now. And it's unbelievable how long they take to pay out ONE little claim (which has yet to be paid out). And the amount of documentation they require BEFORE paying out. I'm beginning to wonder if I shouldn't move to another company instead.
Stratum Benefits (Pty) Ltd scores 1.4 out of 5 on Hellopeter's AI analysis of service quality in Gap Cover, compared to the Gap Cover industry average of 1.8. Their strongest theme is Customer Service (1.9); their weakest is Claims Processing (1.1). The top AI-rated Gap Cover business on Hellopeter is Sirago Underwriting Managers (4.5). How is the AI Score calculated? →
Stratum Benefits (Pty) Ltd has a TrustIndex of 4.5 out of 10 on Hellopeter, based on 62 reviews in the last 12 months. Hellopeter has tracked Stratum Benefits (Pty) Ltd across 1,439 total reviews. How is the TrustIndex calculated? →