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.

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  2.  ► Contact

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

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

Claims for services rendered outside RSA
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
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
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
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
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
Website: omsmaf.co.za
Current First-Time Claims
Email: claims@omsmaf.co.za
Fax: 0864 647 808
Post: OMSMAF (Claims), PO Box 1411, Rivonia, 2128
Claims for services rendered outside RSA
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
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
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
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
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

Independent Clinical Oncology Network (ICON)
Website: cancernet.co.za
Email: oncology@omsmaf.co.za
ER24 Medical Emergencies
ER24 Medical Emergencies: 084 124
Mental Health Programme

Tel: 0860 100 076
Hours: 8:00 to 17:00 Monday – Friday only
Email: mentalhealth@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
Healthcare Professionals Contact Centre
Tel: 0860 100 076
Fax: 0864 647 808
Out-of-hospital PMB Care Plans
Fax: 0864 647 808
Email: pmb@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
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
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
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
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
Universal Healthcare Network Providers
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

Independent Clinical Oncology Network (ICON)
Website: cancernet.co.za
Email: oncology@omsmaf.co.za
ER24 Medical Emergencies
ER24 Medical Emergencies: 084 124
Mental Health Programme
Tel: 0860 100 076
Hours: 8:00 to 17:00 Monday – Friday only
Email: mentalhealth@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
Healthcare Professionals Contact Centre
Tel: 0860 100 076
Fax: 0864 647 808
Out-of-hospital PMB Care Plans
Fax: 0864 647 808
Email: pmb@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
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
PAED-IQ’s Babyline
Tel: 0860 666 110
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
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
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

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

General Inquiries

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