GENESIS & THE COVID-19 PANDEMIC

Following the extended national lockdown, Genesis Medical Scheme has put measures in place to enable it to operate in a manner that will continue delivering the best possible service to our members. We are however doing this with reduced staff numbers in order to comply with the level 3 lockdown protocol and Health & Safety Regulations.

The following measures are currently in place:

  • We are currently operating with two shifts. This measurement was put in place to ensure the continuation of our daily operations should one or more of our staff members on a shift fall ill and the entire shift have to be quarantined.
  • Our switchboard will not be open during level 3 of the lockdown, however, all member support services are fully operational.
  • General enquiries are to be emailed to genesis@genesismedical.co.za.

  • For urgent assistance during office hours (8 AM – 4 PM, Monday – Friday), members can complete the URGENT CALL BACK REQUEST at the top of our website’s HOME page.  A consultant will then contact you soonest.

  • If you contact the Scheme after hours, you can complete the enquiry form at the top of our website’s HOME page and a consultant will then contact you as soon as our office re-opens the following morning.

  • In the event of any emergency, please go straight to the hospital or contact our emergency evacuation provider, ER24 on 0861 43 63 74 for assistance. You must then notify Genesis via email to genesis@genesismedical.co.za on the first working day following such admission to the hospital. Remember that in an emergency you must seek admission to the closest hospital, be it public or private.
  • All members are encouraged to go digital-first and to make use of the Scheme’s website and smartphone app for the purpose of obtaining general and specific information regarding their membership and benefits. Most information that our members may reasonably require, is available 24/7 on these two platforms.

This information includes, but is not limited to, the following:

Website secure member login

  • Scheme Rules
  • View access of all your personal information, i.e. member contact details, dependant details, etc.
  • View your current monthly contribution
  • View outstanding contribution (if any)
  • View your available Self Managed Fund (SMF) balance
  • View access to your banking details
  • View your current claims received for processing (view the claim, treatment date, name of service provider, reference number, claim number, dependant, claimed amount, benefit amount, shortfall, notes, payee, etc.)
  • View the full history of your claims previously processed (view the claim, treatment date, name of service provider, reference number, claim number, dependant, claimed amount, benefit amount, shortfall, notes, payee, etc.)
  • View all your previous monthly member statements
  • View your last three (3) years’ Tax certificates

Smartphone App

  • View your electronic membership card
  • View access of all your personal information, i.e. member contact details, dependant details, etc.
  • View access to your benefits brochure
  • View your available Self Managed Fund (SMF) balance
  • Emergency evacuation / transport details with direct call facility to ER24
  • View your current claims received for processing (service date, name of service provider, claimed amount, benefit amount)
  • Facility to submit your claim(s) directly to the Scheme
  • View your three (3) most recent monthly member statements
  • View your most recent Tax certificate
  • View information relating to hospital admissions
  • View answers to members’ most frequently asked questions (FAQs)
  • View all important Genesis Medical Aid contact numbers and email addresses

It is important to refresh your smartphone app on a regular basis to update your personal information, such as the membership status reflected on the back of your membership card, your SMF balance, claims details, etc.

Important information

  • It is imperative to ensure that your monthly contributions are paid as per your normal payment arrangement with the Scheme, i.e. debit order or direct payment.
  • In order to use the secure member login portal on our website, or the smartphone app, you need to have an active online profile. If you have not done so before, please do an online registration now and without further delay. You can use the Scheme’s website or your smartphone app to register your online member profile.
  • If you have forgotten your password, or are unable to login, simply select the option to change your password and follow the steps as guided.
  • If you live in the Western Cape, Northern Cape or Gauteng please do not forget the funding rules that apply to admission to private or non-designated service provider (DSP) hospitals. All necessary information is available on the website and smartphone app.