Bestmed Complaints Procedure
Bestmed Medical Aid Scheme has established a comprehensive complaints procedure designed to address and resolve any grievances that members might experience. This system is fundamental to ensuring that all concerns are managed with fairness, transparency, and efficiency.
The customer complaints mechanism at Bestmed plays a vital role in maintaining high-quality service. It provides members with a direct avenue to express dissatisfaction, facilitating continuous improvement in service delivery.
This process not only helps resolve specific issues but also contributes to the overall enhancement of the scheme’s operations and member satisfaction. By embracing and addressing member feedback, Bestmed demonstrates its commitment to accountability and member-focused service.
How to file a complaint with Bestmed
Members of Bestmed Medical Aid Scheme can lodge a complaint through several methods:
Step 1: Initial Complaint Resolution
- ✅ Contact via Phone or Email: Initially, members should contact the Bestmed call centre at 0860 002 378 to discuss their dispute and seek resolution through the internal escalation process.
- ✅ Formal Written Complaint: If the issue is not resolved satisfactorily via the call centre, the member should then escalate the issue by writing a formal complaint directed to the CEO/Principal Officer at [email protected]. The member will receive an acknowledgment of the complaint within 48 hours, and a resolution attempt will be made within 30 days.
Step 2: Referral to Bestmed Dispute Committee
- ✅ Submission of Dispute Referral Form: If unresolved by the CEO/Principal Officer, the complaint can then be referred to the Bestmed Dispute Committee. This step involves completing a Dispute Referral Form and submitting it, along with any relevant supporting documents, either via email at [email protected] or by hand-delivery or post to their offices in Pretoria.
- ✅ Committee Review: The CEO will schedule a meeting of the Bestmed Dispute Committee, providing at least 21 days’ notice. The committee will review the submitted documents and may request additional information or decide to hear oral evidence.
Legal Representation
- ✅ Members wishing to have legal representation at the committee meeting need to inform the committee 10 days in advance of the meeting. All legal costs will be incurred by the member.
- ✅ The Bestmed Dispute Committee’s decision is communicated in writing within 30 days of the meeting and is binding, though it can be appealed to the Council for Medical Schemes if the member remains dissatisfied.
Using the Bestmed App
Members can also use the Bestmed App to manage their membership details, submit claims, and track their medical savings. The app is available for download on both Android and iOS platforms.
Conclusion
Service excellence and member satisfaction are underscored by Bestmed Medical Aid Scheme’s complaints mechanism. Anyone with a problem or concern is welcome to use this channel to voice their issue. In order to improve services and make sure that members’ requirements are met effectively, feedback is highly valued.
