Member services
0800 787 286
Weekdays 07:30 – 17:30
Member services
Speak to a person who can help.
Stratum's service model is digital first, but never digital only. Every member can reach a consultant, a clinical case manager and a formal complaints process.
Hospital pre-authorisation
0800 787 287
24 hours, every day
Emergency assistance
0800 787 911
24 hours, every day
Member email
members@stratummedical.co.za
Response within 1 business day
060 787 2860
Authenticated self-service
Brokers & employers
corporate@stratummedical.co.za
SME and employer group quotes
Your benefit statement
Ten questions, answered in plain English
- 01What is covered?
- 02What is not covered?
- 03Where must I go for treatment?
- 04What requires pre-authorisation?
- 05What will I pay out of pocket?
- 06What happens in an emergency?
- 07What happens if my benefit runs out?
- 08How are Prescribed Minimum Benefits handled?
- 09How do I lodge a complaint?
- 10How do I appeal a decision?
Complaints & appeals
A clear route to resolution
Step 1 — Member services
Log your complaint by phone, email or the app. You receive a reference number immediately.
Step 2 — Internal review
A dedicated complaints officer investigates and responds within 10 business days.
Step 3 — Disputes Committee
Unresolved matters are escalated to the scheme's Appeals and Complaints Committee.
Step 4 — Board of Trustees
The Board considers formal disputes lodged under the registered scheme rules.
Step 5 — Council for Medical Schemes
You may escalate to the Registrar of Medical Schemes at any stage.