Get in touch

Got a query or concern?
Dial us up or pop us an email and we’ll get back to you. As a member, we’ve got direct contact lines for you to get in touch with the right department – all for your added convenience.

Contact details

Claims and Benefits Enquiries

Tel: 0860 100 076 or +27 11 208 1021
Hours: 7:00 to 19:00 Monday – Friday and 8:00 to 13:00 on Saturdays, excluding Public Holidays
Fax: 0864 647 808
Email: enquiries@omsmaf.co.za
Refunds: refundme@omsmaf.co.za
Website: omsmaf.co.za

Active Disease Risk Management Programme

Universal Healthcare Disease Management Programme
Tel: 0860 100 076
Hours: 8:00 to 17:00 Monday – Friday only
Fax: 0864 613 918
Email: diseasemanagement@omsmaf.co.za

Whistle Blowers - Fraud Hotline

Tel: 080 111 4447 (Toll free number)
Fax: 086 672 1681
Email: fraud@omsmaf.co.za
Website: thehotline.co.za
WebApp: thehotlineapp.co.za
Callback: (Please call me) 072 595 9139

Current First-Time Claims

Refunds: refundme@omsmaf.co.za
Email:
 claims@omsmaf.co.za
Fax: 0864 647 808
Post: OMSMAF (Claims), PO Box 1411, Rivonia, 2128

Independent Clinical Oncology Network (ICON)

Website: cancernet.co.za
Email: oncology@omsmaf.co.za

Back and Neck Programme

Tel: 0860 100 076 or +27 11 208 1021
Hours: 8:00 to 17:00 Monday – Friday only
Fax: 0862 957 355
Email: backandneck@omsmaf.co.za

Claims for services rendered outside RSA
ER24 Medical Emergencies

ER24 Medical Emergencies: 084 124

PAED-IQ’s Babyline

Tel: 0860 666 110

Membership, Contributions and enquiries pertaining to Plan selections

Tel: 0860 100 076 or +27 11 208 1021
Fax: 0862 106 635
Email: membership@omsmaf.co.za

Mental Health Programme

Tel: 0860 100 076
Hours: 8:00 to 17:00 Monday – Friday only
Email: mentalhealth@omsmaf.co.za

Council for Medical Schemes (if you cannot resolve a query with the Fund)

Tel: 0861 123 267 or +27 12 431 0500
Email: complaints@medicalschemes.com

Pre-authorisation: Hospital Benefit Management

Tel: 0860 100 076 or +27 11 208 1021 and follow the voice prompts for hospital preauthorisations
Hours: 24-hour service
Fax: 0862 957 355
Email: authorisations@omsmaf.co.za

HIV and AIDS Management Programme

Universal Healthcare HIV/AIDS Management Programme
Tel: 0860 378 800
Hours: 8:00 to 17:00 Monday – Friday only
Fax: 0864 613 921
Email: hivprogramme@omsmaf.co.za
Website: omsmaf.co.za

Mother and Baby Programme

Tel: 0860 100 076 or +27 11 208 1021
Hours: 8:00 to 17:00 Monday – Friday only
Fax: 0862 957 355
Email: maternity@omsmaf.co.za

Pre-authorisation: Chronic Medicine Management

Tel: 0860 100 076 or +27 11 208 1021 and follow the voice prompts for chronic medicine
Hours: 8:00 to 17:00 Monday – Friday only
Email: chronic@omsmaf.co.za
Fax: 0864 613 913

Healthcare Professionals Contact Centre

Tel: 0860 100 076
Fax: 0864 647 808

When you choose to use your Gap Cover

If you are planning to use your Gap Cover and not have your co-payments paid from your PMSA, then please alert us by emailing reservesavings@omsmaf.co.za

Pre-authorisation: Oncology Case Manager (patients diagnosed with cancer)

Tel: 0860 100 076 or +27 11 208 1021 and follow the voice prompts for oncology
Hours: 8:00 to 17:00 Monday – Friday only
Fax: 0864 613 917
Email: oncology@omsmaf.co.za

Out-of-hospital PMB Care Plans

Fax: 0864 647 808
Email: pmb@omsmaf.co.za

Universal Healthcare Network Providers

Enquiry Escalation Process (escalations to the management of the Administrator and the Fund)

Medical Aid Enquiry Escalation Process

We strive to provide all OMSMAF members with a professional, courteous and caring service. If for some reason you have not experienced this level of service, we would like to know in order to ensure that we can continually improve our service. You are welcome to raise your concerns or enquiries with our contact centre and where you feel it would be more appropriate, escalate to the management of the Administrator and the Fund. Should you feel that these channels have not addressed your enquiry adequately you may lodge a formal complaint with the Council for Medical Schemes. For your ease please see the escalation process diagram.

To raise an enquiry with the Call Centre simply call 0860 100 076 or email enquiries@omsmaf.co.za, once you have raised your enquiry please provide the agent or manager the opportunity to investigate and to provide you with a response.

To raise an enquiry with the Fund Manager, you are welcome to request the contact details from the Call Centre Manager. For the Principal Officer and the Board of Trustees, you may obtain their contact details from the Fund Manager, or from the CMS website, medicalschemes.com/MedicalSchemes.aspx where it lists the Principal Officer, Trustee’s and the Fund Manager’s detail when accessing the Old Mutual Staff Medical Aid Fund link.

If you need to lodge a formal complaint with CMS you can contact them telephonically on 0861 123 267 or via email on complaints@medicalschemes.co.za and provide them with the details of your enquiry and supporting correspondence.

STEP 1

Raise your query with the Call Centre for immediate response, or enquiries@omsmaf.co.za whose turn around is 5 working days.
Tel: 0860 1000 076

STEP 2

Then you can escalate to the Call Centre Team leader , for a same day answer, or Escalations for a 24 hours turn around time.
Tel: 0860 100 076
Email: escalations@omsmaf.co.za

STEP 3

Then Call Centre Manager who will answer in 48 hours.
Tel: 0860 100 076
Email: escalations@omsmaf.co.za

STEP 4

Then you may raise your enquiry with the Fund Manager who will answer in 72 hours.
Tel: 0860 591 9357
Email: fundmanagersoffice@omsmaf.co.za

STEP 5

Then you may raise your enquiry with the Business Unit Leader who will answer in 72 hours.
Tel: 011 591 9357
Email: fundmanagersoffice@omsmaf.co.za

STEP 6

Following that you can raise your enquiry with the Principal Officer who will answer in 72 hours.
Tel: 021 509 0773
Email: OMSMAF_Officice@oldmutual.com

STEP 7

Your last point of escalation in the Fund is with the Board of Trustees with a turn around time of 72 hours.
Email: OMSMAF_Office@oldmutual.com

STEP 8

Finally, should these steps not have resolved your enquiry, you may approach the Council for Medical Schemes (CMS).
Email: complaints@medicalschemes.co.za

General Enquiries

Send us your enquiry via our contact form and we’ll get in touch.

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