Resources

Who to contact when you:

Have a medical emergency or need medically-equipped transport

Call 0860 999 911 (+27 11 541 1222 when outside of South Africa). Remember to have your membership number ready.

Have any queries about your health plan, benefits, hospital authorisations and claims

Email healthinfo@discovery.co.za or call 0860 99 88 77

(+27 11 541 1222 when outside of South Africa). Remember to put your membership number in the subject line of the email.

Want to submit a claim

Email claims@discovery.co.za. Remember to put your membership number in the subject line of the email.

Want to see your claims and how they were paid

www.discovery.co.za/medical-aid/your-medical-claims. You will need to be logged into the website to find the information you need.

Want to find information about how we cover certain procedures

www.discovery.co.za/portal/individual/what-we-cover. You will need to be logged into the website to find the information you need.

Want to find a doctor where you won’t have to pay a co-payment

www.discovery.co.za/medical-aid/maps. You will need to be logged into the website to find the information you need.

Want to get pre-authorisation for hospital stays or find out about going to hospital

www.discovery.co.za/portal/individual/going-to-hospital. You will need to be logged into the website to apply for authorisation.

Need a document such as a tax certificate or membership certificate

www.discovery.co.za/medical-aid/find-documents. You will need to be logged into the website to find the information you need.

Complaints, compliments or disputes

DHMS is committed to providing you with the highest standard of service and your feedback is important to us. The following channels are available for you to communicate with us and we encourage you to follow the process.

Step 1: To take your query further

If you have already contacted us and feel that your query has still not been resolved, please complete our online complaints form at www.discovery.co.za/corporate/contact-us#ContactDHMS.

Alternately, email healthinfo@discovery.co.za, include your DHMS membership number and specify in your email that you would like a Client Relationship Manager to contact you. If you have reference numbers from previous emails related to the complaint, please include these as well.

We would also love to hear from you if we have exceeded your expectations.

Step 2: To contact the principal officer

If you are still not satisfied with the resolution of your complaint after following the process in step 1, you can escalate your complaint to the Principal Officer of DHMS. In the Contact Us section of the website, you can use the Contact the Principal Officer form at www.discovery.co.za/corporate/contact-us#ContactDHMS, or alternately email principalofficer@discovery.co.za or call +27 11 529 2888 and ask for the Principal Officer of DHMS.

Step 3: To lodge a dispute

If you have received a final decision from DHMS and want to challenge it, you may lodge a formal dispute.  Email mydispute@discovery.co.za or call +27 11 529 2888 and ask to speak to a member of the Disputes team.

Step 4: To contact the Council for Medical Schemes

DHMS is regulated by the CMS. You may contact the CMS Council at any stage of the complaints process but are encouraged to follow the steps above to resolve your complaint before contacting the CMS directly.

Email complaints@medicalschemes.com, call +27 12 431 0500 or call CMS Customer Care on 0861 123 267.

Choosing the best plan for you and your family

Choosing a plan for your family can be confusing, given the amount of information you should consider. It is best to speak to your financial adviser, who will help you make the right decision based on your unique needs. It is also important to re-assess your plan every year before the annual cut-off date for plan changes, as your needs change and so do the contributions and benefits.

Financial advisers must be registered with the Financial Services Board and accredited by the CMS. The Scheme pays the financial adviser’s commission.

You can also find information about the various health plans offered by the Scheme at https://www.discovery.co.za/medical-aid/our-medical-aid-plans.

Reporting fraud or unethical behaviour

As the Scheme’s Administrator and Managed Care Provider, Discovery Health (Pty) Ltd (Discovery Health) provides a fraud hotline and investigates possible instances of fraud. If you even slightly suspect someone of committing fraud or behaving unethically, report all information to the fraud hotline on the number below. You can also email our fraud department at forensics@discovery.co.za to investigate the matter.

You may remain anonymous if you prefer.

  • Toll-free call: 0800 0045 00
  • Toll-free fax: 0800 00 77 88
  • Email: discovery@tip-offs.com
  • Post: Freepost DN298, Umhlanga Rocks, 4320
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