“Dis-Chem Kaelo” is the health cover sold as Dis-Chem Health and administered by Kaelo. Contact for it does not run through a Dis-Chem store or the pharmacy call centre – it runs through Kaelo, on its own numbers and mailboxes, which is why phoning a branch about a claim gets you nowhere.
The single most important thing on this page: Dis-Chem Health is not a medical scheme and not a medical aid. Both Dis-Chem Health and Kaelo carry that statutory warning on every page. It is insurance, it is not a substitute for medical scheme membership, and that changes which ombud can help you.
Official contact channels
- Medical insurance customer support: 0861 029 892, email dischemhealth@kaelo.co.za
- Gap cover customer support: 0861 029 892, email dischemgap@kaelo.co.za
- Sales and new business: 0861 029 892, email customerengagement@dischemhealth.co.za
- Escalations: Dischemhealthescalations@kaelo.co.za
- Family, legal and financial counselling: 0861 029 892, provided through the Kaelo AskNelson service.
- Emergency: 082 911, which is the Netcare 911 ambulance line, not a Dis-Chem number. Use it for a medical emergency only.
A warning about the billing and claims addresses. The contact page prints these as billing@kaelo.coza and Claims@kaelo.coza – missing the dot before za. As printed they are not valid addresses and mail to them will bounce. Every other address on the same page uses the correct kaelo.co.za form. Until it is fixed, send billing and claims queries to the customer support address for your product, or to the escalations address, rather than retyping what is printed.
What this organisation provides
- MyHealth Core and MyHealth Plus – day-to-day medical insurance plans aimed at people without medical scheme cover, with private healthcare advertised from about R549 a month.
- Gap cover – a separate product that pays the shortfall between what a medical scheme pays a specialist and what the specialist charges. Gap cover requires you to have a medical scheme; it is not standalone cover.
- Accident cover – benefits triggered by accidental injury.
- Lifestyle benefits, described as Kaelo offerings, with contracted service providers.
- A Find a Doctor tool for locating providers in the network, and access to Dis-Chem clinics as part of the provider network.
Cover is delivered through a network. Going outside it usually means paying yourself, so check that a doctor is in-network before the visit rather than after.
Address and operating information
No street address or walk-in office is published for Dis-Chem Health. It is administered remotely by Kaelo, and the share-call number and mailboxes above are the published routes. Knowing which company actually holds your policy matters when you complain, so the chain is worth setting out:
- Administrator: Kaelo Risk (Pty) Ltd, an authorised financial services provider, FSP 36931.
- Insurer: Centriq Insurance Company Limited, a licensed non-life insurer and authorised financial services provider, FSP 3417. Centriq carries the risk, not Dis-Chem and not Kaelo.
- Kaelo Risk holds preference shares in Centriq, which the companies disclose on their own sites.
- The Kaelo Health MyHealth Access Plan is administered by Kaelo Simply Healthcare (Pty) Ltd, registration number 2004/009584/07.
- Dis-Chem Health states plainly that it is neither a medical scheme nor an insurer – it is the brand under which the cover is sold.
Support and escalation routes
- Complain to Kaelo first, using the escalations mailbox above. The company publishes a complaints management policy and a separate gap cover complaints process.
- Unresolved complaints go to the National Financial Ombud on 0860 800 900, which handles short-term insurance disputes.
- If the complaint is about the advice you were given when the policy was sold, that is a FAIS matter and goes to the FAIS Ombud, because both the administrator and the insurer are licensed financial services providers.
- Do not approach the Council for Medical Schemes. It regulates medical schemes, and this is an insurance policy, so it falls outside that jurisdiction. This is the most common wasted step with products of this type.
- The Financial Sector Conduct Authority supervises the licensed entities behind the product, and FSP numbers 36931 and 3417 can be checked on its register.
- Queries about how your health information is handled fall under POPIA, with the Information Regulator on 010 023 5200.
Sources
- Dis-Chem Health contact page, dischemhealth.co.za/contact/, read 4 September 2026 – the labelled contact block giving support, gap, sales, billing, claims, escalation and emergency routes, and the statutory notice and disclaimers.
- Kaelo Dis-Chem Health cover page, kaelo.co.za, read 4 September 2026 – FSP numbers, insurer, administrator and the registration number of Kaelo Simply Healthcare.
- Published contact number for the National Financial Ombud and the Information Regulator.
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