About Medway

Over 30 years of delivering value and more…

Established in 1990, Medway has focused on tailored advice to the individual. The very first company in South Africa to offer freedom of choice to state employees, Medway has grown into the country’s largest financial advisory company in the healthcare arena for government employees. This position has enabled us to build solid relationships with more than 100 000 families in this sector.

With over 30 years of experience, we are positioned to offer client-centric cover and service in our field of expertise.

A history of innovation & growth

Our products in the health care insurance industry, aims to provide you with comprehensive medical insurance cover.

1990

Started a unique healthcare benefit package in 1990, leading the market in this field.

1994

The first company to introduce medical scheme options to government employees on a “freedom of choice” basis which later became the driving force behind the establishment of Fedhealth – one of the largest medical schemes in South Africa.

2007

The first company to introduce comprehensive medical insurance to government employees, covering gaps in chosen medical schemes.

The first company to introduce post-retirement pre-funding options for medical scheme members in the government sector.

today

We are a financial advisory company in the healthcare arena for government employees, with a member base of well over 100 000.

Innovative products developed to match your needs

Our medical scheme background has given us the insight to tailor-make the most comprehensive range of medical top-up insurance products available today.

Gap Cover

Our specialist approach to delivering fully comprehensive Gap Cover benefits, ensures that you are financially protected against massive in-hospital expense shortfalls, not covered by your medical scheme.

Cancer Cover

Where medical schemes usually provide limited cover or no cover for state of the art cancer treatment, our Cancer Cover ensures that you and your family have access to the most sophisticated treatment options, without being limited by the costs.

Accident, Death & Disability Cover

The cost of comprehensive private healthcare remains out of reach for many. As a company renowned for its innovative solutions, Medway is proud to introduce Health & Accident – a package of relevant benefits that provides cover in the event of an accident, accidental death or disability.

Family Funeral Cover

The loss of a loved one is a tragedy that often leaves us financially compromised. Our Family Funeral Cover offers generous benefits, making things so much easier for you during this difficult time.

A leading insurance company, built on mutual respect & trust

Medway is a company that has built enviable relationships with customers and staff alike. We do not believe in doing business on a basis where relationships of mutual respect and trust are not formed and nurtured.

With this philosophy in mind, we have a hand-selected team of Medway advisors working directly with you, our customer. This team is backed up by a dedicated team of administrators focused on delivering our excellent customer service in offices throughout the country.

Medway actively subscribes to a Treating Customers Fairly culture. We ensure that all staff are well-versed on delighting our clients at every opportunity and we also encourage our clients to voice their sentiments about their experience when interacting with Medway.

We abide by strict internal service level turnarounds when it comes to your:

Application acceptance

Whilst your application is in process, you will be kept updated as to the progress and/or further requirements. Each new application will always be accompanied by a verification call from our offices, so please expect this call where, along with ensuring all your details have been accurately lodged, you have the opportunity to ask any questions you may have relating to your pending cover.

Claims

Customer Care Agents will gladly assist you in intimating a claim and at the same time, they will provide you with guidance as to what components are covered by the incident you wish to claim for. They will also ensure that you are given the correct forms as well as the required documents for each relevant claim type. The turnaround times for payment of claims on the Funeral side, is 48 hours on receipt of all required documentation. Medway will be in contact with you once these claims are received.

Please be reminded that Medway is not the Insurer for all other non-funeral related claims i.e., those claims are not processed by us. We will however, gladly assist and provide you with the forms, upfront requirements and appropriate updates within the 10 working day wait, once your claim is completed and submitted to the Insurer.

General

Whenever you contact us via telephone or email, we will acknowledge receipt of your enquiry with a reference number and at the same time, will advise you on the expected turnaround time. Should you not be satisfied with the service you receive, please immediately send an email to complaints@medway.co.za or contact us from this site and we will revert with a solution.

Amendments to your policy

You may at any time, amend or cancel your policy. All we ask is for a written instruction and a calendar months’ notice period. There are no administrative costs involved in replacing; terminating or amending your policy. There may however, be new waiting periods when you add a component not previously covered or add a new dependent.

To initiate a change, merely call our Customer Care service centre on 0860 633 929 or email customercare@medway.co.za and you will be provided with the correct forms, exact turnarounds and ongoing feedback.

Complaints

Whilst we pride ourselves on our strict adherence to our service levels, we are aware that problems happen. Should you need to report a problem to us, please send the details to complaints@medway.co.za.

If you have a complaint regarding our product or service, please put your complaint in writing and send it to M.P.F.A, Box 5466, Cape Town 8000 or email customercare@medway.co.za.

You will be responded to within 48 hours as to the process to be followed and you will be advised of the final outcome in writing. Should you not be satisfied with the outcome, you may send your complaint to Guardrisk, to complaints@guardrisk.co.za or contact them on 011 669 1000.

Compliments

If you have a compliment regarding our product or service, please put your compliment in writing and email it to compliments@medway.co.za.

When will cover cease on this policy?Trish Lee2023-11-17T09:40:41+02:00

When will cover cease on this policy?

On the death of the principal insured.

When you do not pay your premium for 2 consecutive months.

When will my claim not be processed?Trish Lee2023-11-17T09:40:33+02:00

When will my claim not be processed?

Where your policy is in arrears.

Where you are claiming outside the 12-month period that you have in which to claim and/or the claim was not submitted within 6 months of the incident, and you do not sufficiently justify the lateness of submission.

Where you have not provided all the required documentation.

Where the dependant you are claiming for no longer meets the eligible spouse/dependant definition.

What waiting periods apply to this policy?Trish Lee2023-11-17T09:40:25+02:00

What waiting periods apply to this policy?

6 months waiting period applies to any pre-existing condition/natural death.
A 12-month waiting period applies for suicide
No waiting periods apply to accidental death.

What are the general exclusions of this policy?Trish Lee2023-11-17T09:40:18+02:00

What are the general exclusions of this policy?

While there are no general exclusions that apply to this policy, it’s important to note that a 12-month waiting period is in place for coverage related to suicide.

What are the general conditions of this policy?Trish Lee2023-11-17T09:44:06+02:00

What are the general conditions of this policy?

Cooling-off period of 31 days, from policy inception, is allowed i.e., within this period, you may cancel and get refunded.

Notice to terminate is 31 days.

Premiums are paid monthly in advance.

Any premium received after 40 days of usual strike date, will result in no cover for that month.

No refunds are due in the case of the cancellation of a policy, other than in the cooling-off period.

How long does it take to process my claim?Trish Lee2023-11-17T09:39:57+02:00

How long does it take to process my claim?

A complete funeral claim (this includes a 100% fully completed claim form plus all the required supporting documentation), is processed within 48 working hours.

How do I submit a claim?Trish Lee2023-11-17T09:39:49+02:00

How do I submit a claim?

Contact our Customer Care Centre on 0860 633 929, email customercare@medway.co.za or send us a WhatsApp message.

You will be emailed the appropriate forms along with detailed requirements.

Provided you submit all the correct information, your claim will be processed within the time frames stipulated.

Who may be covered under this policy?Trish Lee2023-11-17T09:39:39+02:00

Who may be covered under this policy?

You, your spouse or life partner and your biological children and legally adopted or fostered children.

Please note there is an age limit of 21 years for cover for children, which may be extended to age 27 where a student is registered at a bona fide tertiary education institution and is still financially dependent on you. The student must be registered as a child dependant on the medical scheme.

Permanently disabled children are not bound by this age restriction.

No grandchildren will be covered unless you are able to prove that they are 100% financially dependent on you and in the absence of their own parents.

How does Bereavement cover work?Trish Lee2023-11-17T09:39:18+02:00

How does Bereavement cover work?

The Bereavement benefit provides comprehensive cover that goes beyond basic funeral expenses, ensuring support for additional funeral-related and ongoing costs during challenging times.

Questions & Answers

Life

How does Bereavement cover work?Trish Lee2023-11-17T09:39:18+02:00

How does Bereavement cover work?

The Bereavement benefit provides comprehensive cover that goes beyond basic funeral expenses, ensuring support for additional funeral-related and ongoing costs during challenging times.

Who may be covered under this policy?Trish Lee2023-11-17T09:39:39+02:00

Who may be covered under this policy?

You, your spouse or life partner and your biological children and legally adopted or fostered children.

Permanently disabled children are not bound by this age restriction.

No grandchildren will be covered unless you are able to prove that they are 100% financially dependent on you and in the absence of their own parents.

How do I submit a claim?Trish Lee2023-11-17T09:39:49+02:00

How do I submit a claim?

Contact our Customer Care Centre on 0860 633 929, email customercare@medway.co.za or send us a WhatsApp message.

You will be emailed the appropriate forms along with detailed requirements.

Provided you submit all the correct information, your claim will be processed within the time frames stipulated.

How long does it take to process my claim?Trish Lee2023-11-17T09:39:57+02:00

How long does it take to process my claim?

A complete funeral claim (this includes a 100% fully completed claim form plus all the required supporting documentation), is processed within 48 working hours.

What are the general conditions of this policy?Trish Lee2023-11-17T09:44:06+02:00

What are the general conditions of this policy?

Cooling-off period of 31 days, from policy inception, is allowed i.e., within this period, you may cancel and get refunded.

Notice to terminate is 31 days.

Premiums are paid monthly in advance.

Any premium received after 40 days of usual strike date, will result in no cover for that month.

No refunds are due in the case of the cancellation of a policy, other than in the cooling-off period.

What are the general exclusions of this policy?Trish Lee2023-11-17T09:40:18+02:00

What are the general exclusions of this policy?

While there are no general exclusions that apply to this policy, it’s important to note that a 12-month waiting period is in place for coverage related to suicide.

What waiting periods apply to this policy?Trish Lee2023-11-17T09:40:25+02:00

What waiting periods apply to this policy?

6 months waiting period applies to any pre-existing condition/natural death.
A 12-month waiting period applies for suicide
No waiting periods apply to accidental death.

When will my claim not be processed?Trish Lee2023-11-17T09:40:33+02:00

When will my claim not be processed?

Where your policy is in arrears.

Where you have not provided all the required documentation.

Where the dependant you are claiming for no longer meets the eligible spouse/dependant definition.

When will cover cease on this policy?Trish Lee2023-11-17T09:40:41+02:00

When will cover cease on this policy?

On the death of the principal insured.

When you do not pay your premium for 2 consecutive months.

Non-Life

How does Gap Cover work?Site Admin2023-11-17T09:26:25+02:00

How does Gap Cover work?

Medical schemes have set limitations, co-payments and medical tariffs that dictate what they will pay for and how much they will pay when a medical scheme member is treated in hospital. This policy aims to cover you for the amounts owed to the specialists and hospitals once the medical scheme has settled the accounts and there are still amounts owing.
But these payments are also subject to limits as per the amount shown, per type of cover.

Some of these payments may also be due at time of hospital admission. These amounts would normally be covered by the principal insured but can be claimed back once the medical scheme statement is available and shows the amount paid by the principal insured.

Will it cover all the shortfalls I have on my medical scheme cover?Site Admin2023-11-17T09:29:42+02:00

Will it cover all the shortfalls I have on my medical scheme cover?

No. It will only cover in-hospital procedures, and certain day admission procedures in day-clinics (as defined), provided none of these are as a result of any of the exceptions listed.

Outpatient procedures are only covered when accompanied by your medical scheme’s authorisation and also included in the “Outpatient Table” which is available under the Gap Benefits.

Cover for all medical scheme shortfalls is limited to a maximum of R198 000 per person per annum.

For the first three years following inception of a contract, there is a limit of R30 000 (per person) in respect of the combined shortfall claims for hip and knee replacements or procedures from the sub-limit and gap benefit.

Who may be covered under this policy?Site Admin2023-11-17T09:26:09+02:00

Who may be covered under this policy?

You, your spouse or life partner and your biological children and legally adopted or fostered children.

Permanently disabled children are not bound by this age restriction.

No grandchildren will be covered unless you are able to prove that they are 100% financially dependent on you and in the absence of their own parents.

How do I submit a claim?Site Admin2023-11-17T09:26:02+02:00

How do I submit a claim?

Contact our Customer Care Centre on 0860 633 929, email customercare@medway.co.za or send us a WhatsApp message.

Based on the information you provide, you will be emailed the appropriate forms along with detailed requirements.

Provided you submit all the correct information, your claim will be processed within the time frames stipulated.

How long does it take to process and pay my claim?Site Admin2023-11-17T09:27:34+02:00

How long does it take to process and pay my claim?

A complete Gap Claim (this includes a 100% fully completed claim form plus all the required supporting documentation), is processed within 10 working days.

What are the general conditions?Site Admin2023-11-17T09:25:46+02:00

What are the general conditions?

Cooling-off period of 31 days, from policy inception, is allowed i.e., within this period, you may cancel and get refunded.

Notice to terminate is 31 days.

Premiums are paid monthly in advance.

Any premium received after 40 days of usual strike date, will result in no cover for that month.

No refunds are due in the case of the cancellation of a policy, other than in the cooling-off period.

What are some of the general exclusions on my policy?Site Admin2022-05-30T10:28:05+02:00

What are some of the general exclusions on my policy?

Any bodily injury or sickness as a consequence of:

War; military action; rebellions and revolutions
Nuclear weapons or nuclear materials
Attempted suicide and self-injury
Drug and alcohol abuse
Active military duty (excluding HECB Cover)
Participation in aviation or motorised speed testing
Routine physical or diagnostic procedures
Anything relating to cosmetic surgery and obesity treatment/surgery
Depression; insanity; mental stress and psychotic disorders
Fraudulent submissions

What waiting periods apply to this policy?Site Admin2022-05-30T10:28:35+02:00

What waiting periods apply to this policy?

There is no general waiting period that applies to this policy. Your benefits are available from day 1 that your policy commences. (However, a general waiting period of 3 months may be applied at the discretion of the underwriter.)

A standard waiting period of 12 months applies to any pre-existing medical condition diagnosed or treated prior to you applying for this policy. (All applicable conditions must be declared on your application form).

Pregnancy is not covered for the first 12 months.

A 6 month waiting period applies for any death by natural cause or pre-existing conditions, whereas a 12 month waiting period applies for death as a result of suicide.

No waiting period applies for accidental death or accident related treatment.

No waiting period applies to the Premium Waiver benefit.

When will my claim not be processed?Site Admin2022-05-30T10:29:05+02:00

When will my claim not be processed?

Where your policy is in arrears.

Where the insurer has investigated and found that the condition relating to the claim was not disclosed at time of application and is considered a nondisclosure, in which case the policy may be cancelled by the insurer.

Where your medical scheme cover has lapsed or is terminated at the time of the incident, and where you are claiming for medical expenses shortfalls.

Where you are claiming outside the 12 month period that you have in which to claim and/or the claim was not submitted within 6 months of the incident and you do not sufficiently justify the lateness of submission.

Where you have not provided all the required documentation.

Where you have provided false information, in which case the policy may be cancelled by the insurer.

Where the dependant you are claiming for no longer meets the eligible spouse/dependant definition.

Where your medical scheme has rejected the claim.

Where you are claiming for a benefit that is only applicable in the case of accidental injury and you did not have an accident.

Where you are claiming for accidental injury and the ICD10 codes are not listed as accident codes.

When will cover cease on this policy?Site Admin2022-05-30T10:29:36+02:00

When will cover cease on this policy?

When you do not pay your premium for 2 consecutive months.

When the principal insured attains the age stated as the cut-off age for the benefit.

In some cases, age limits may be applied to other insured persons too.

On the death of the principal insured.

When you no longer have medical aid cover.

What should I do if I currently have gap cover but I am wanting to switch this policy to Medway?Site Admin2022-05-30T10:30:03+02:00

What should I do if I currently have gap cover but I am wanting to switch this policy to Medway?

Your family rightly deserves the best cover. That’s why we recommend that you Click Here to have a Medway consultant contact you, to ensure that the reason you are changing is because this policy offers you better benefits matching your and/or your family’s medical and financial needs.

If this is the case, you will then need to ensure that you cancel your existing policy and allow for this policy to commence without any overlap (as it is against the law to have duplicate gap cover).