Call Centre Impact
The COVID-19 pandemic is certainly challenging all of us to change the way that we do things.
The Scheme fully supports the government’s efforts to contain the coronavirus through a 21-day lockdown, as we see this as an essential step in helping to protect our country and its people and to reduce the pressure on critical healthcare services.
As Nedgroup Medical Aid Scheme meets the requirements of an essential service, we can continue to assist and support our members. However, we need to find a sustainable balance between members’ needs and staff members’ health and safety during this unique time.
Due to travel restrictions that are impacting our call centre, we plea with members to minimise calls to the call centre. However, with many of our staff working online from home, the following services should result in the optimal processing of your queries:
- Email communication (available during working hours, 8am until 4pm) via email@example.com;
- Website (available 24/7) where you can see benefit explanations, COVID updates and more, plus through which you can log in to the secure Member Zone to access and check benefit availability, view claim statuses, and obtain documents such as your statements, tax certificates, and membership certificate; via nmas.medscheme.com;
- Self-help call centre number (available 24/7) where you can confirm benefits and retrieve documents such as statements, via 0860 100 080; and
- Nedchat (available during working hours, 8am until 4pm) for real-time interaction with our staff, the functionality caters for sending and receiving of documents.
We acknowledge that your medical aid experience may not be what you are used to, as we navigate through this time together. Thank you for your understanding and co-operation, and stay safe.