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Electronic Communication


Via the internet


www.keyhealthmedical.co.za

  • KeyHealth’s website on the worldwide web is an informative, interactive gathering place for
    Members, Service Providers, Brokers and the Scheme.

Easy steps to register as an internet user:

  • Access the KeyHealth website on www.keyhealthmedical.co.za.
  • In the ‘Online Services’ field, click on ‘Register’.
  • Click on ‘Register now’ under the ‘Member registration’ heading.
  • Please choose the relevant registering option:
    • ‘Option 1: Register online’
    • ‘Option 2: Call the contact centre’
    • ‘Option 3: Activation request’
  • When choosing Option 1:
    • Enter the relevant KeyHealth member number and click on ‘Validate’.
    • Complete the following fields: surname, first name, ID number and e-mail address.
      Take note: If any of the completed fields do not correspond with the information on the Scheme’s
      system, registration will be unsuccessful.
    • The password is sent to the Member via e-mail/sms.
  • The following message appears on the screen:
    ‘Thank you for registering for web access.
    Your new password has been sent via e-mail/sms – once you have received it, you may log in immediately.’
  • Click on ‘Log in’.
  • The user is requested to change his/her password. Do this by entering the relevant member number and the old and new password.
  • The following message appears on the screen:
    ‘Thank you - your password was successfully changed’.
  • Click on ‘continue’.
  • Log in by using the new password.

Forgotten Password:

  • In the ‘Online Services’ field, click on ‘Forgot Password’.
  • In the ‘Login’ field, type in the username.
  • Select ‘Member’.
  • Click on ‘Submit’. The new password is received via e-mail/SMS.
  • The user is requested to change his/her password. Do this by entering the member number and the old and new password.
  • The following message appears on the screen:
    ‘Thank you - your password was successfully changed’.
  • Click on ‘continue’.
  • The Member can now log in using the new password.

Online enquiries:

  • Members can view their claims history and personal information by completing their username and password in the ‘Online Services’ field.
  • The ‘Summary’ information page is displayed once logged in.
  • The following information can be viewed:
    • ‘Summary’ – a summary of the member’s personal details as well as a list of the last 5 claims, 6 statements and 6 contributions.
    • ‘Details’ – this page contains all of the Member’s personal, contact, Scheme, address, employment and banking details.
    • ‘Claims’ – all available claims submitted.
    • ‘Benefits’ – this category includes a summary of the Member’s maximum, used and available benefits.
    • ‘Statements’ - all available claims statements.
    • ‘Contributions’ – a view of the Member’s contribution history.
    • ‘Waiting periods’ – a list of the waiting periods applicable to dependants.
    • ‘Correspondence’ – the previous correspondence between the Member and the Scheme.
    • ‘Enquiry’ – a summary of the Member’s enquiries.
    • ‘Providers’ – a facility where the Member can search for a provider.
    • ‘Cases’ - the Member’s authorisation history.
    • ‘Health Info’ – detailed information on chronic conditions, lifestyle conditions and clinical reference.
    • ‘GRP and medicine search’ – to search for product information by using the product name.

Via E-mail (Webmail)


  • Webmail is an e-mail based interface enabling Members to access their Scheme information, without having to phone the Client Service Centre.
  • The Member can activate a webmail by e-mailing the Scheme at This email address is being protected from spambots. You need JavaScript enabled to view it.; no details are required in the subject field or the body of the mail.
  • The e-mail address of the Member will be authenticated against the e-mail address loaded onto the system.
  • If the Member’s e-mail address is not registered onto the system or if there is more than one Member using the same e-mail address, the user will receive a response, informing him/her that the Scheme is unable to authenticate this e-mail address and is therefore unable to generate the webmail.
  • If the Member’s e-mail address is authenticated, the system will e-mail a complete ‘package’ of information. This package includes:
    • Membership details;
    • Case History;
    • Claims History
    • Benefits;
    • Contributions.

Via SMS


  • Members have access to useful information 24 hours a day by sending an SMS to 32899.
  • The different options are as follows:
    • Send an SMS with the letter B as the message - receive an SMS with the Member’s current benefits available.
    • Send an SMS with the letter C as the message - receive an e-mail with the Member’s latest claims.
    • Send an SMS with the letter D as the message - receive an SMS with the Member’s current membership details.
    • Send an SMS with the letters IC and the relevant ICD-10 code as the message - receive an SMS with the ICD-10 code description details.
  • The Member should receive a reply within minutes, provided his/her current mobile number is available on the Scheme’s administrative system.
  • Contact the Client Service Centre on 0860 671 050 to update personal details (Mondays to Fridays between 07:30 and 18:00, and Saturdays between 08:00 and 12:00, public holidays excluded).

Online Chat Facility


  • Online Chat (Live Support) is a web service that allows Members and Providers to communicate with or chat to a Client Service Consultant in real time.
  • The real-time nature of the chat experience can help ease user frustration by not having to phone the Client Service Call Centre and to wait for the next available Consultant, and unlike e-mail support, it is a medium for more immediate responses as Members will be able to communicate with a Consultant in real time.
  • As soon as the conversation is terminated, the Member will receive a transcript of the chat conversation via e-mail.
  • The Online Chat function will not replace any of the current communication methods used by the Scheme. It is merely an additional communication method implemented to further enhance the Members’ KeyHealth service experience.
  • The Online Chat facility is available every Monday to Friday between 08:00 and 16:00, and between 19:00 and 21:00 in the evening, excluding public holidays, and can be accessed from the home page of the Scheme’s website (www.keyhealthmedical.co.za).