The healthcare industry continues to present new challenges to all its stakeholders, whether it involves efforts to curb the ever-rising cost of healthcare delivery, beating the competition in the race to attract more members to the scheme with innovative benefit options, complying with restrictive legislation, or facing the challenge of making healthcare more accessible to all.  Most importantly, all of this must be done whilst retaining customer loyalty through exceptional service delivery. 

• Our medical aid is supported by 76 highly skilled consultants in our call centre and accommodates more than 3,500 calls per day – from members, service providers and brokers. The call centre is equipped with state-of-the-art telephonic technology integrated with membership, claims and healthcare data, allowing our medical aid consultants to render the best possible service to our customers. All calls are logged for quality assurance purposes.
• Thoroughly trained and dedicated divisions within our scheme, attend to all written and electronic communication, their work subject to quality control.
• Personal customer care is available at our head office, or any of our regional offices in Cape Town, Bloemfontein, Durban and Port Elizabeth.

• Communication with Medihelp members include personalised letters, e-mails, SMSs, a free health magazine called élan, newsletters, summarised statements, and even regional information sessions which members can attend.
• Our IT systems are developed in-house and can be adapted to accommodate any new requirements. At the core of these systems is an electronic document management system integrated with a work flow system.
• An internal audit team provides independent and objective assurance and consulting services to the scheme. The internal audit team audits the scheme’s risk management, control and governance processes.
• A forensic audit team is involved in the implementation of the scheme’s anti-fraud strategy and investigates all cases of suspected fraud and abuse.
• Members of the scheme who are visually impaired receive tailor-made e-statements.
• Our website offers clients access to a variety of services and information. A secured website allows members to conduct their Medihelp business online.
• Members have the choice of receiving their summarised statements by mail or e-mail.
• Members may submit their medical claims online in a scanned format.
• Members may choose between English and Afrikaans as their preferred language upon enrolment with the scheme, and thereafter our medical aid will ensure that members receive all communication in their language of choice.

• A dedicated Client Relations Consultant, trained in all areas of the business, provides valuable support and assistance to Human Resources departments, individual employees as well as the appointed healthcare consultants.
• Our dedicated Subscription Recoveries personnel assist with statements, reconciliations and payment queries, as well as membership changes.
• Quarterly management reports provide vital statistics and information on the membership, claims and health profile of the relevant group, including service delivery to members of that group.
• A dedicated e-newsletter for our corporate clients ensures that important Medihelp and industry information reaches clients, while also providing them with the latest in health information and health tips.
• Corporate wellness days sponsored by Medihelp are held on-site. This fun way of creating awareness among employees about health and lifestyle issues has proved to be very popular among our corporate clients. 

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