Dis-Chem Medical Aid Contact Details

For Dischem medical aid searches, the main Dis-Chem Health customer support number is 0861 029 892. Medical insurance queries can go to dischemhealth@kaelo.co.za, while gap cover queries can go to dischemgap@kaelo.co.za. Dis-Chem Health states that it is not a Medical Scheme or an Insurer, so these products should not be confused with medical scheme membership.

Dischem medical aid contact details

What you need	Contact
Medical insurance customer support	0861 029 892, dischemhealth@kaelo.co.za
Gap cover customer support	0861 029 892, dischemgap@kaelo.co.za
Escalations	Dischemhealthescalations@kaelo.co.za
Customer engagement	customerengagement@dischemhealth.co.za
Emergency, provided through Netcare911	082 911
Family, legal and financial counselling	AskNelson service run by the administrator

The same customer support number is published for both medical insurance and gap cover. Have your policy number ready before calling. Because the number serves both product lines, the policy number and the product name are what route the call.

Dis-Chem Health medical insurance support

For medical insurance support, use 0861 029 892 or dischemhealth@kaelo.co.za. Dis-Chem Health offers medical insurance, gap cover and accident cover, and the products are administered by Kaelo. That is why almost every contact address published for these services uses a kaelo.co.za domain rather than a Dis-Chem one.

The site also discloses that Kaelo Risk holds preference shares in Centriq Insurance Company Limited. The distinction between medical insurance and a medical scheme matters because the products operate differently and are covered by different regulatory frameworks.

• A registered medical scheme operates under the Medical Schemes Act, is regulated by the Council for Medical Schemes, and must cover prescribed minimum benefits
• Medical insurance is an insurance product regulated under insurance law and by the Financial Sector Conduct Authority, and it pays defined amounts rather than covering treatment on a scheme basis
• Gap cover is designed to sit alongside a medical scheme and cover shortfalls, rather than to replace scheme membership

If what you need is medical scheme cover, Dis-Chem Health’s own disclaimer says that this product does not provide it. Contacting the support number does not change the type of product you hold, so establish whether you have medical insurance, gap cover or another product before trying to resolve a policy or claim query.

Dis-Chem gap cover contact details

For gap cover support, use 0861 029 892 or dischemgap@kaelo.co.za. Gap cover is intended to sit alongside medical scheme membership and cover the difference between what a scheme pays and what a provider charges.

Gap cover therefore assumes that you already belong to a medical scheme. Taking gap cover without underlying scheme membership leaves a gap with nothing on the other side of it, so this is something to confirm before buying rather than at claim stage.

Claims and billing contact routes

The Dis-Chem Health contact page shows billing and claims addresses with a typing error. The billing address is displayed as billing@kaelo followed by coza with no dot, and the claims address is shown as Claims@kaelo with the same fault. Both are missing the full stop between co and za, while the other administrator addresses on the same page use the domain correctly.

Those two entries are described here so that they can be recognised rather than retyped. For help, use the relevant customer support address above and ask to be routed, or use customerengagement@dischemhealth.co.za.

The billing entry has another quirk. The address displayed on screen is the broken one, while the link behind it points to customerengagement@dischemhealth.co.za. Clicking the link works, while copying the displayed billing address does not.

Claims, billing and policy queries are handled by the administrator, not by Dis-Chem stores. A pharmacy counter cannot look up a policy, amend a debit order or progress a claim, so use the published support routes rather than going to the nearest branch for these queries.

Dis-Chem Health escalation and complaints route

For an unresolved issue, work through customer support first and then use Dischemhealthescalations@kaelo.co.za. The company publishes a complaints process document on its own site, and following the published steps in order creates a clear escalation path.

The distinction between medical insurance and medical scheme membership also affects where an external complaint goes. Because these are insurance products rather than a medical scheme, the Council for Medical Schemes has no jurisdiction over them.

An unresolved complaint about the policy or a claim goes to the National Financial Ombud Scheme South Africa on share call 0860 800 900 or at info@nfosa.co.za. A complaint about how the product was sold or advised on goes to the FAIS Ombud instead.

Establish which product you hold before lodging a complaint. The two ombud schemes will each decline matters that belong to the other, which is why assuming that the product is a medical aid can send the complaint to the wrong forum.

Emergency and counselling contacts

For the emergency service provided through Netcare911, the published number is 082 911. Dis-Chem Health also lists the AskNelson service run by the administrator for family, legal and financial counselling.

Frequently asked questions

What is the Dischem medical aid contact number?

The main Dis-Chem Health customer support number is 0861 029 892. It is used for both medical insurance and gap cover, so have your policy number and product name ready.

Is Dis-Chem Health a medical aid?

Dis-Chem Health states that it is not a Medical Scheme or an Insurer. The page describes medical insurance, gap cover and accident cover, with the products administered by Kaelo.

What email should I use for Dis-Chem Health medical insurance?

For medical insurance customer support, use dischemhealth@kaelo.co.za. For gap cover, the published support address is dischemgap@kaelo.co.za.

Can a Dis-Chem pharmacy help with a policy or claim?

Claims, billing and policy queries are handled by the administrator rather than Dis-Chem stores. A pharmacy counter cannot look up a policy, amend a debit order or progress a claim.

Sources

• dischemhealth.co.za contact page, for the support number, all mailboxes, the emergency route, the counselling service and the disclaimer that the business is not a medical scheme or an insurer
• dischemhealth.co.za site footer, for the administrator relationship and the disclosed Centriq shareholding
• dischemhealth.co.za published complaints process document

All contact details on this page were read from the company own website and verified on 2 September 2026.