Genesis Medical Aid Contact Details

Genesis Medical Aid, registered as Genesis Medical Scheme, takes calls from existing members on 0860 10 20 10 and from people wanting to join on 0861 56 46 66. The general mailbox is genesis@genesismedical.co.za, and medical emergencies go to ER24 on 0861 43 63 74, 24 hours a day. We read these details on genesismedical.co.za on 16 September 2026.

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Genesis Medical Aid contact details at a glance

What it is for	Contact
Existing members (general enquiries)	0860 10 20 10
New members and quotes	0861 56 46 66
Chronic registration	0600 77 45 93
Emergency transport or evacuation (ER24), 24/7	0861 43 63 74
General and claims enquiries	genesis@genesismedical.co.za
Submitting claims	claims@genesismedical.co.za, fax 021 447 4707
Debit order changes	contributions@genesismedical.co.za, fax 021 447 4707

Office hours are Monday to Friday, 08:00 to 16:00, and the office is closed on weekends and public holidays. Genesis publishes no WhatsApp number. Its Contact page also has a “Should we call you back?” form, and the member and provider pages carry their own enquiry forms.

Genesis Medical Scheme’s office is at The Terraces, 4th floor, Black River Park, Fir Street, Observatory, 7925, and its postal address is PO Box 144, Observatory, 7935.

Genesis Medical Aid emergency number (ER24)

In a medical emergency Genesis tells members to go straight to hospital or call ER24 on 0861 43 63 74, whose line is staffed by emergency personnel around the clock. Ambulance or helicopter costs are covered when ER24 is used for an emergency that meets the scheme’s definition, which is a sudden condition needing immediate treatment to avoid serious harm.

Hospital admission. Genesis says in-hospital benefits always depend on a hospital admission reference number, and members must contact the scheme 72 hours before a planned admission. After an emergency or an after-hours admission, you or the hospital must notify Genesis by email no later than the first working day afterwards. The scheme charges a co-payment of R8 000 on qualifying hospital events that were not pre-approved, excluding emergencies.

Genesis claims email and how claims are paid

Scanned claims go to claims@genesismedical.co.za with your membership number clearly shown, and Genesis asks for the number in the email subject line. A claim can also be sent as a PDF or photo from the Genesis smartphone app. Providers are paid directly unless a receipt is attached, in which case the member is refunded. Genesis says claims are processed within 24 hours and paid within 30 days of receipt, and a claim received after the last day of the fourth month following the service month is stale and will not be paid.

For contributions and debit order changes, the mailbox is contributions@genesismedical.co.za, or fax 021 447 4707. Debit orders run on the first day of each month.

Joining Genesis Medical Aid: eligibility and waiting periods

Membership is open to South African citizens and permanent residents; Genesis says foreign students seeking membership for a visa are not eligible. Depending on your medical scheme history, a general waiting period of up to three months or a condition-specific waiting period of up to 12 months may apply, and a late joiner penalty may apply to applicants over 35 without prior cover. A child dependant stops qualifying at 21. New members and quotes are handled on 0861 56 46 66.

Genesis no longer prints membership cards. Members use the electronic card in the Genesis app, which the scheme says is accepted by Mediclinic, Netcare, National Hospital Network and Life Healthcare. Contributions are the same for every adult on an option rather than based on salary. Changing your benefit option is allowed once a year, effective 1 January. Genesis has named every public hospital in South Africa as its designated service provider for Prescribed Minimum Benefits, while members remain free to choose a private hospital, where the scheme’s tariff limits on doctors apply.

Complaints and escalation

• Put the query in writing to genesis@genesismedical.co.za, or claims@genesismedical.co.za for a claim, with your membership number, and follow up on 0860 10 20 10.
• If a payment looks wrong, compare it with your monthly statement, which Genesis says members must always check, and with the scheme rules published on genesismedical.co.za, then quote the specific claim when you raise it again with the scheme.
• If Genesis does not resolve it, lodge a complaint with the Council for Medical Schemes, the regulator of medical schemes, at complaints@medicalschemes.co.za or on its customer care centre, 0861 123 267.

Frequently asked questions

What is the Genesis Medical Aid contact number?

Existing members call 0860 10 20 10 and new members or quote requests go to 0861 56 46 66. In a medical emergency, ER24 answers 0861 43 63 74 around the clock.

What is the Genesis Medical Aid email address?

The general mailbox is genesis@genesismedical.co.za, scanned claims go to claims@genesismedical.co.za and debit order changes to contributions@genesismedical.co.za. Genesis asks for your membership number in the subject line.

What is the Genesis Medical Aid emergency number?

Medical emergencies go to ER24 on 0861 43 63 74, staffed 24 hours a day.

How do I complain to Genesis Medical Aid?

Write to genesis@genesismedical.co.za, or claims@genesismedical.co.za for a claim, with your membership number, and follow up on 0860 10 20 10. If the scheme does not resolve it, the Council for Medical Schemes takes complaints at complaints@medicalschemes.co.za or on 0861 123 267.

Sources

• genesismedical.co.za: Contact, Important contacts, Emergencies, Claims, FAQs, Designated Service Providers, Hospital Plans and Smartphone App pages, read 16 September 2026
• medicalschemes.co.za published contact details