Will I receive a membership card?
You won't need a physical card as your digital membership card is easy to use and always with you on your phone. Just show it to your healthcare provider to get the care you need.
How do I access the MobiSite?
Please click on this link https://tinyurl.com/yxmp2ey8 which is also provided in our SMS. Use your membership number to register, select a username and 5-digit numerical PIN number and you will be able to login.
Can I go to any Doctor?
If you see doctors who are part of our large National HealthCare Group Network the cost of seeing the doctor will be paid by us. If you visit a doctor who is not part of our network, you will have to pay for the visit.
What happens if I am ill and out of town?
Send a WhatsApp message to 072 812 8226 and our Nurse will assist you, alternatively please use the MobiSite to search for a doctor near you.
Do I have to pay the GP for the consultation?
Get the care you need without the worry of extra costs. Your consultation with a Network GP is included in your plan.
Is over the counter (OTC) medication available?
The WhatsApp Nurse can assist you with up to four prescriptions per year, as long as the scripts are for formulary medication.
Where can I go to get my medicine if I have a prescription?
You can go to any pharmacy nationwide but always remember to take your digital membership card and prescription from your GP with you.
When I see a Dentist/Optometrist, do I have to pay cash for the consultation?
You don’t have to pay cash for consultations with dentists and optometrists if you're on a plan that includes this benefit. The providers who are part of our network will claim directly from National HealthCare Group.
How can I find the nearest Network Dentist to me?
Simply log onto the MobiSite and search for a provider under the ‘My Providers’ tab. Alternatively please call us on 0860 002 402 or email NHGcustomercare@nationalhealthcare.co.za and we will gladly assist you.
What do I do if I have paid the doctor’s claim?
Oops, paid the doctor already? No problem! Send your claim, proof of payment, and proof of bank account to NHGclaims@nationalhealthcare.co.za. We'll get you reimbursed, if you're covered.
How do I contact a nurse for assistance?
Need help? Just WhatsApp "Hi" to 072 812 8226 to chat with a nurse. Please follow some simple prompts as well as questions about your symptoms. The nurse will give you advice and may refer you to a GP if needed.
How long will it take for me to receive a response from the nurse?
You will usually receive a response from the nurse within a few minutes. During times of high demand, waiting times may however be slightly longer.
Can I WhatsApp the nurse afterhours?
A qualified nurse is available from 08h00 to 18h00 Monday to Friday and from 08h00 to 14h00 on Saturdays. The service is not available after hours or on public holidays.
How long will I have to wait to receive a recommendation from the nurse?
The nurse or in-house GP will be able to give you a recommendation once they have asked all the necessary questions and have reviewed all the information that you have provided. The more complex the case, the longer the process will take.
What if the nurse says I need to speak with a GP?
The nurse will make an appointment for you with one of our network GP’s and will then confirm a date and time for the appointment with you.
I need to go to the in-hospital casualty ward. Do I need authorisation for this?
Please note that only members on the MediClub iElite option have access to this benefit. In the event of an emergency room visit, please remember to give our contact centre a call on 0860 002 402 to obtain authorisation.
How do I access my policy information?
Please check your welcome email or head to our MobiSite and click the "My Documents" tab, and you'll have everything you need in no time.
How do I access my policy brochure/benefits?
All product information is on our website – please click on this link which will take you to the correct page.
How do I upgrade my policy?
You can do it annually on 1 January. Please just remember to submit your change notice to National HealthCare Group by November 30th of the previous year.
What happens if I am involved in an accident and cannot call for authorisation?
If you have an accident, please remember you have 48 hours from when you're admitted to call the contact centre and get authorization. It's an easy but important step to make sure your benefits kick in.
Who do I call if I need an ambulance?
Ambulance services are available for accidents or life-threatening emergencies. For assistance please call the Lifemed ambulance emergency call centre on 0861 086 911.
Does my policy have a surrender value?
Your policy does not have a surrender value.
How do I access my personal health advisor, credit and debt assistance, legal assistance, and trauma counselling?
You can access these services by dialling 0860 222 286 24/7.
What is meant by a “waiting period” will be imposed?
The ‘Waiting Period’ is the time after your policy starts when benefits won't be paid. For example, dentistry has a 6-month wait. That means you and your dependants cannot use dental benefits right away but will have to wait 6 months from the starting date of the policy to use your dental benefits.
