Insurance & Medical Aid · Contact details
Keyhealth Medical Aid Provider Contact Details
KeyHealth hospital pre-authorisation is on 0860 671 060 or preauth@keyhealthmedical.co.za, providers register chronic medication on 0800 132 345, and the Client Service Centre is 0860 671 050. KeyHealth Medical Scheme is a South African medical scheme; this page covers its pre-authorisation, claims and managed care routes for doctors, hospitals and members arranging treatment.
For general member queries and the full scheme overview, see the main KeyHealth contact details page.
KeyHealth provider contact details at a glance
| Route | Details |
|---|---|
| Hospital pre-authorisation | 0860 671 060 |
| Hospital pre-authorisation email | preauth@keyhealthmedical.co.za |
| Chronic medication registration (to be used by providers) | 0800 132 345 |
| Oncology management programme | oncology@keyhealthmedical.co.za / 0860 671 060 |
| Disease Risk Management Programme | disease.management@keyhealthmedical.co.za / 0860 671 060 |
| Claims submission (excluding DENIS claims) | general@keyhealthmedical.co.za |
| Client Service Centre | 0860 671 050 |
| Client Service Centre email | info@keyhealthmedical.co.za |
| Client Service Centre WhatsApp | 060 976 8319 |
| DENIS dental pre-authorisation / enquiries / claims (third party) | 0860 104 926 |
| DENIS dental pre-authorisation email | keyhealthenq@denis.co.za |
| DENIS dental enquiries email | customercare@denis.co.za |
| DENIS dental claim submissions email | claims@denis.co.za |
| IsoLeso optical management (third party) | 011 340 9200 |
| LifeSense Disease Management (third party) | 0860 50 60 80 |
| LifeSense prescriptions and pathology results | results@lifesensedm.com |
| Easy-ER (confirmation of child dependants) | 080 111 0215 |
| Netcare 911 crisis line and ambulance | 082 911 |
| Fraud / Ethics line | 087 023 0161 |
| Fraud / Ethics email | fraud@keyhealthmedical.co.za |
| Broker queries | khbrokersupport@keyhealthmedical.co.za |
| Postal address | KeyHealth Medical Scheme, PO Box 14145, Lyttelton, 0140 |
| Client Service Centre hours | Monday to Friday 07:30 to 18:00, public holidays excluded |
Official KeyHealth provider support route
Hospital pre-authorisation is handled on 0860 671 060 or by email to preauth@keyhealthmedical.co.za. The same number serves the oncology management programme (oncology@keyhealthmedical.co.za) and the Disease Risk Management Programme (disease.management@keyhealthmedical.co.za).
Providers register chronic medication on the dedicated line, 0800 132 345. Claims, except dental claims, are submitted to general@keyhealthmedical.co.za.
Some benefits are managed by separate companies contracted by the scheme. Dental pre-authorisation, enquiries and claims go to DENIS, not to KeyHealth: call 0860 104 926 or email keyhealthenq@denis.co.za for pre-authorisation, customercare@denis.co.za for enquiries and claims@denis.co.za for claims. Optical management is with IsoLeso on 011 340 9200, and disease management with LifeSense on 0860 50 60 80, with prescriptions and pathology results sent to results@lifesensedm.com. Netcare 911 handles the crisis line and ambulance on 082 911.
The Client Service Centre, on 0860 671 050, info@keyhealthmedical.co.za or WhatsApp 060 976 8319, is open Monday to Friday 07:30 to 18:00, excluding public holidays.
What you need before contacting KeyHealth
Before you call for hospital pre-authorisation, have these details ready:
- Membership number
- Patient’s full name, surname and dependant code
- Name and practice number of the hospital
- Admission diagnosis or ICD-10 code
- Procedure (tariff) codes, and CPT4 codes for planned surgery
- Practice numbers of the treating and referring doctors
For claims, include the member, provider and service details, with ICD-10 and NAPPI codes.
Step-by-step contact process
- Get hospital authorisation within 24 hours before a planned admission by calling 0860 671 060 or emailing preauth@keyhealthmedical.co.za. After an emergency admission, get it within two working days. Family, friends or the hospital may call on the patient’s behalf; otherwise a penalty is deducted from the member’s hospital account.
- Start authorised services within 30 days of approval. Authorisation does not guarantee that all associated costs will be paid.
- Send dental pre-authorisation to DENIS on 0860 104 926 or keyhealthenq@denis.co.za.
- Register chronic medication on the provider line, 0800 132 345.
- Submit claims (except dental) to general@keyhealthmedical.co.za within 4 months of the date of treatment. Claims received later are not processed.
Members who paid cash should mark the claim “Refund Member” and post the original account and receipt to KeyHealth Medical Scheme, P.O. Box 14145, Lyttelton, 0140. Refunds are paid monthly once the amount owed is more than R50.
The scheme’s DSP hospital network lists 178 designated hospitals, searchable by group, province and town, on the KeyHealth website.
Escalation route
KeyHealth does not publish a separate escalation line for providers. If you receive an account asking for an additional payment for a hospital stay, call the Client Service Centre on 0860 671 050 to verify it before you pay. Report suspected fraud or unethical conduct on the Fraud / Ethics line, 087 023 0161, or email fraud@keyhealthmedical.co.za.
Walk-in offices in Centurion (PPS Centurion Square, Cnr Gordon Hood & Heuwel Roads), Cape Town (28A Wale Street), Gqeberha (170 Cape Road, Mill Park, 041 373 0020), Polokwane (41 Hans van Rensburg Street) and Durban (236 on Ninth Avenue, Windermere Centre) are open Monday to Friday 07:30 to 15:30, excluding public holidays.
For other schemes, browse the insurance and medical aid hub or the insurance directory I to L listings.
Frequently asked questions
What is the KeyHealth pre-authorisation number?
Call 0860 671 060 or email preauth@keyhealthmedical.co.za, within 24 hours before a planned admission.
What number do providers use to register chronic medication with KeyHealth?
The provider chronic medication registration line is 0800 132 345.
Where do providers submit KeyHealth claims?
Email claims to general@keyhealthmedical.co.za. Dental claims go to DENIS at claims@denis.co.za.
How long do I have to submit a KeyHealth claim?
Only claims received within 4 months of the date of treatment are processed.
Who handles KeyHealth dental pre-authorisation?
DENIS, on 0860 104 926 or keyhealthenq@denis.co.za.
Sources
- KeyHealth, Contact us: keyhealthmedical.co.za/contact-us/, read 2026-09-25
- KeyHealth, Pre-authorisation for hospitalisation: keyhealthmedical.co.za/pre-authorisation-for-hospitalisation/, read 2026-09-25
- KeyHealth, Claiming from the scheme: keyhealthmedical.co.za/claiming-from-the-scheme/, read 2026-09-25
- KeyHealth, DSP hospital networks: keyhealthmedical.co.za/dsp-hospital-networks/, read 2026-09-25