About Us2022-07-15T09:17:48+02:00

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

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

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

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

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.

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