Get in touch

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.com and provide them with the details of your enquiry and supporting correspondence.