RESOLVING PROBLEMS AND QUERIES

The following table illustrates how to log a telephonic or email query, problem or complaint in the most effective manner.

CALL CLIENT SERVICES
0860 00 21 58 FOR:

Claims payment and accounts
Benefits
Contributions
New cards
Underwriting
Contact details
Designated Service Provider
Formularies

CALL A DEDICATED
PROFESSIONAL NURSE
0860 00 21 58 FOR:

Health Advice
HIV
Maternity Programme
Fortitude
Ex-Gratia
Medical Queries
Protocol for PMB
Chronic Benefit
Investigation and Procedures

FOR ESCALATED QUERIES:

Operations Manager

0860 00 21 58

Administrator’s Chief Operating Officer
0860 00 21 58


Disputes and complaints may also be posted to queries / complaints at Topmed, P.O.Box 1462, Durban, 4000 or via email to info@topmedms.co.za. It is important to follow the process depicted above as it will provide you with a response in the shortest possible time.

Should you feel that your concerns are not being addressed, you may also contact the Principal Officer at principalofficer@topmed.co.za.

If your issues are not resolved through the above process, members may also appeal via the Council for Medical Schemes on complaints@medicalschemes.com.

CONTACT US