Insurance & Medical Aid · Contact details
GEMS Contact Details
The GEMS contact number for members is 0800 00 4367, the toll-free Government Employees Medical Scheme call centre, open Monday to Friday 08:00 to 17:00 and Saturday 08:00 to 12:00. For a medical emergency, use 0800 44 4367, also written by GEMS as 080 044 4367. General enquiries and claims can be sent to enquiries@gems.gov.za, while healthcare providers use 086 043 6777. These GEMS contact details were read from the GEMS Contact Us page, Claims Guide, FAQs and PAIA manual on gems.gov.za, most recently on 25 September 2026.
GEMS contact details and customer service numbers
| What you need | Contact | Hours |
|---|---|---|
| Member call centre | 0800 00 4367 | Mon to Fri 08:00 to 17:00; Sat 08:00 to 12:00 |
| Emergency number | 080 044 4367 | 24 hours, 7 days |
| Healthcare providers | 086 043 6777 | Mon to Fri 09:00 to 16:00; Sat 08:00 to 12:00 |
| General enquiries email | enquiries@gems.gov.za | Any time |
| General enquiries fax | 086 100 4367 | |
| Chronic medicine applications and prescriptions | chronicdsp@gems.gov.za | |
| Confidential fraud hotline | 080 021 2202, gems@thehotline.co.za | Mon to Fri 09:00 to 16:00 |
| Confidential HIV/AIDS line | 086 043 6736 | |
| ICT service desk (website and portal problems) | 012 366 4618, ICTServicedesk@gems.gov.za | |
| Media enquiries | media@gems.gov.za | |
| Ambulance and Emergency Medical Evacuation Dispatch (EMED) | 0800 44 4367 | 24 hours, 7 days |
| Postal address (claims) | Private Bag X782, Cape Town, 8000 | |
| Head office | GEMS Vutomi House, 124 Mercy Avenue, Menlyn Maine Precinct, Waterkloof Glen, Pretoria; 012 366 4500 | |
| GEMS Member App | GEMS Member on Google Play, the App Store and Huawei AppGallery | Any time |
Several GEMS phone numbers end in 4367 because the digits spell GEMS on a phone keypad. Check the beginning of the number before calling: 0800 00 4367 is the member call centre, while 080 044 4367 is the emergency line. The GEMS Claims Guide and FAQs also quote the member call centre as 0860 00 4367 and the fax number as 0861 00 4367.
GEMS medical aid contact details for members
For member enquiries, the main GEMS medical aid contact number is 0800 00 4367. GEMS identifies this as its toll-free Member Call Centre, so calling it is free. The line operates Monday to Friday 08:00 to 17:00 and Saturday 08:00 to 12:00. Members can also use enquiries@gems.gov.za for general enquiries.
GEMS is the Government Employees Medical Scheme for public service employees and their families. Its options are Tanzanite One, Beryl, Ruby, Emerald Value, Emerald and Onyx.
The GEMS Member App gives members another route for common account and benefit tasks. Members can use it to view benefits, submit claims, download tax certificates, use a digital membership card and submit hospital pre-authorisation. GEMS does not publish a USSD code on its website; use the Member App or call 0800 00 4367.
GEMS also warns on its homepage that it does not offer gap cover. Do not accept gap cover offered in GEMS’s name.
GEMS call centre hours and office hours
The GEMS call centre hours for members are Monday to Friday 08:00 to 17:00 and Saturday 08:00 to 12:00. Healthcare providers using 086 043 6777 can call Monday to Friday 09:00 to 16:00 and Saturday 08:00 to 12:00. The confidential fraud hotline is listed as operating Monday to Friday 09:00 to 16:00.
For GEMS office hours at individual walk-in centres, the GEMS contact page does not list opening hours or separate phone numbers for the centres, including Nelspruit, Durban and Pietermaritzburg. Call 0800 00 4367 before visiting a walk-in centre.
GEMS emergency and ambulance contact number
For ambulance and emergency medical evacuation, call the GEMS Emergency Medical Evacuation Dispatch centre on 0800 44 4367, 24 hours a day, 7 days a week. The GEMS Contact Us page also writes this number as 080 044 4367.
GEMS says members must phone this number in all medical emergencies. The EMED centre arranges road or air emergency transport through the GEMS EMS provider network. This emergency route is separate from the normal Member Call Centre number.
GEMS email address for claims
The GEMS email address for claims is enquiries@gems.gov.za. The Claims Guide also allows claims to be submitted by fax to 0861 00 4367, by post to GEMS, Private Bag X782, Cape Town, 8000, or by dropping them off at a GEMS walk-in centre.
For a refund, include proof of payment such as a stamped receipt from the provider, an EFT slip or a bank deposit slip. Claims must reach GEMS within four months, or the member becomes liable for them. If a claim is returned for correction, it must be resubmitted within 60 days. To find out why a claim was rejected, call 0860 00 4367.
GEMS hospital authorisation and chronic medicine contacts
For hospital pre-authorisation, call 0800 00 4367 or submit the request through the GEMS Member App. For a planned admission to a private facility, GEMS says to contact it at least 48 hours before treatment. Otherwise an R1 000 co-payment per admission applies. Emergency admissions must be reported to GEMS within one working day.
- Hospital stays: if you need to stay in hospital longer than approved, GEMS asks that your doctor, the hospital case manager or a family member tell GEMS on 0860 00 4367.
- Chronic medicine: send the completed Chronic Medicine Application Form or prescription to chronicdsp@gems.gov.za or fax 0861 00 4367. Doctors can call 0860 436 777 about chronic medicine appeals.
- Declined pre-authorisation appeals: lodge the appeal at enquiries@gems.gov.za; GEMS says a decision can take up to five working days.
GEMS pharmacy contact details
Chronic medicine comes from either the GEMS Courier Pharmacy or a GEMS Network pharmacy, and prescriptions must be renewed every six months. GEMS does not publish a separate phone number for its courier or network pharmacies. Send chronic applications and prescriptions to chronicdsp@gems.gov.za and use 0800 00 4367 for queries.
GEMS contact number for healthcare providers
Doctors, hospitals and other healthcare providers use 086 043 6777. The provider line is open Monday to Friday 09:00 to 16:00 and Saturday 08:00 to 12:00. Providers can also use the provider portal at hcp.gems.gov.za.
GEMS publishes its network hospital list, designated service providers, formulary lists, tariff files and ICD10 codes for healthcare providers on gems.gov.za.
GEMS fraud line, HIV/AIDS line and technical support
For confidential fraud reports, GEMS lists 080 021 2202 and gems@thehotline.co.za, with the line shown as operating Monday to Friday 09:00 to 16:00. The confidential HIV/AIDS contact number is 086 043 6736.
For GEMS website and portal problems, the ICT service desk contact details are 012 366 4618 and ICTServicedesk@gems.gov.za. Media enquiries go to media@gems.gov.za.
GEMS banking details for refunds
GEMS pays refunds electronically to the main member, so it needs the member’s correct banking details: account holder’s full name, account number, bank name, branch code and account type.
To change banking details, send a certified copy of your ID, a bank statement or account confirmation letter, and proof of address not older than three months. These can be sent by email to enquiries@gems.gov.za with your membership number as the reference, by fax to 0861 00 4367, by post, or delivered at a walk-in centre.
GEMS walk-in centres and office addresses
| Centre | Address |
|---|---|
| Bloemfontein (Bloem Plaza) | Shop 124, corner Charlotte Maxeke and East Burger Street, Bloemfontein, Free State |
| Cape Town (Constitution House) | Shop 1, corner Church and Adderley Street, Cape Town, Western Cape |
| Durban (The Berea Centre) | Shop 33, Berea Centre, Entrance 1, 249 King Dinuzulu Road, Bulwer, Durban, KwaZulu-Natal |
| East London (Gillwell Shopping Centre) | Shop LG36, Lower Level, corner Gillwell Road and Fleet Street, Eastern Cape |
| Johannesburg (Traduna House) | Ground Floor, 118 Jorissen Street, corner Jorissen and Civic, Braamfontein, Gauteng |
| Kimberley (New Park Centre) | Shop 14 and 26, 1-17 Long Street, Kimberley, Northern Cape |
| Klerksdorp (City Mall) | Shop 101, corner OR Tambo and Neser Street, Klerksdorp, North West |
| Mmabatho (Megacity) | Shop 39, Mmabatho Megacity Shopping Centre, corner Sekame and Dr James Moroka Street, North West |
| Mthatha (Savoy Complex) | Unit 10/11/12A, Savoy Complex, Nelson Mandela Drive, Mthatha, Eastern Cape |
| Nelspruit (Nedbank Centre) | 30 Brown Street, Nelspruit CBD, Mpumalanga |
| Pietermaritzburg | 39/45 Chief Albert Luthuli Street, Pietermaritzburg, KwaZulu-Natal |
| Polokwane (Dada Square) | Shop 1, Dada Square, 52 Market Street, Polokwane, Limpopo |
| Pretoria (Sancardia Building) | Level 3, Shop 51 and 52, 541 Madiba Street, Arcadia, Pretoria, Gauteng |
| Thohoyandou | Unit G3, Metropolitan Centre, Thohoyandou, 0950 |
| Upington | 61A Market Street, Upington, Northern Cape |
| Welkom (Gold Fields Mall) | Shop 051, corner Stateway and Buiten Street, Welkom, Free State |
| Witbank (Saveways Crescent Centre) | Shop No 7, Saveways Crescent Centre, Witbank, Mpumalanga |
| Worcester (Q Squared Shopping Centre) | 29 Baring Street, Worcester, Western Cape |
GEMS does not list individual phone numbers or opening hours for these walk-in centres. For the GEMS medical aid offices in Cape Town, the address is Constitution House, Shop 1, corner Church and Adderley Street. The Durban office is Shop 33, Berea Centre, Entrance 1, 249 King Dinuzulu Road, Bulwer.
In Kimberley, the GEMS office is Shop 14 and 26, New Park Centre, 1-17 Long Street. In East London it is Shop LG36, Lower Level, Gillwell Shopping Centre, corner Gillwell Road and Fleet Street. Use the main member number, 0800 00 4367, rather than looking for a separate branch contact number.
GEMS lists no walk-in centre in Rustenburg. Its North West centres are Klerksdorp at City Mall and Mmabatho at Megacity.
GEMS head office contact number in Pretoria
The GEMS head office is GEMS Vutomi House, 124 Mercy Avenue, Menlyn Maine Precinct, Waterkloof Glen, Pretoria. The GEMS head office contact number is 012 366 4500, and its postal address is Private Bag X1, Hatfield, 0028.
Vutomi House is not a walk-in centre. Member queries still go to the toll-free Member Call Centre on 0800 00 4367 or to a GEMS walk-in centre. Claims sent by post go to Private Bag X782, Cape Town, 8000, not the head office postal address.
Frequently asked questions
What is the GEMS contact number?
The main GEMS contact number for members is 0800 00 4367. It is the toll-free Member Call Centre and operates Monday to Friday 08:00 to 17:00 and Saturday 08:00 to 12:00.
What are the GEMS medical aid contact details?
Members can call 0800 00 4367 or email enquiries@gems.gov.za. Healthcare providers use 086 043 6777, while emergencies and ambulance dispatch use 0800 44 4367.
What are the GEMS call centre hours?
The Member Call Centre is open Monday to Friday 08:00 to 17:00 and Saturday 08:00 to 12:00.
What is the GEMS email address for claims?
Claims can be emailed to enquiries@gems.gov.za. The Claims Guide also lists fax 0861 00 4367, post to GEMS, Private Bag X782, Cape Town, 8000, and delivery at a walk-in centre.
What is the GEMS customer service number?
The member customer service route is the GEMS Member Call Centre on 0800 00 4367. GEMS also lists the number as 0860 00 4367 in its Claims Guide and FAQs.
What is the GEMS ambulance number?
Call 0800 44 4367, also written as 080 044 4367, for the 24-hour Emergency Medical Evacuation Dispatch centre.
What is the GEMS head office contact number?
The GEMS Vutomi House head office number is 012 366 4500. The office is at 124 Mercy Avenue, Menlyn Maine Precinct, Waterkloof Glen, Pretoria.
Where are the GEMS offices in Cape Town and Durban?
Cape Town is at Constitution House, Shop 1, corner Church and Adderley Street. Durban is at Shop 33, Berea Centre, Entrance 1, 249 King Dinuzulu Road, Bulwer. GEMS does not publish separate phone numbers for these walk-in centres.
Sources
- GEMS Contact Us page and walk-in centre list, gems.gov.za/Information/Contact-Us, read 14 September 2026
- GEMS Claims Guide and member FAQs, gems.gov.za, read 14 September 2026
- GEMS Contact Us page, gems.gov.za/Information/Contact-Us, read 25 September 2026
- GEMS homepage (toll-free call centre, gap cover warning), gems.gov.za, read 25 September 2026
- GEMS FAQ (ambulance, pre-authorisation, chronic medicine), gems.gov.za/Information/FAQ, read 25 September 2026
- GEMS PAIA manual (head office), gems.gov.za, read 25 September 2026
- GEMS Download our Apps guide, gems.gov.za, read 25 September 2026