Insurance & Medical Aid · Support
KeyHealth Authorisation Contact Details
All Insurance & Medical Aid contactsComplaints & escalation
The KeyHealth pre-authorisation contact number is 0860 671 060 and the email address is preauth@keyhealthmedical.co.za. Dental pre-authorisation does not go to that number: it goes to DENIS on 0860 104 926. Pre-authorisation, oncology and the disease risk management programme share 0860 671 060, while the general member line is a different number, 0860 671 050, and calling the wrong one is the most common reason a member gets transferred.
KeyHealth pre-authorisation numbers
| Hospital pre-authorisation | 0860 671 060, preauth@keyhealthmedical.co.za |
|---|---|
| Oncology management programme | 0860 671 060, oncology@keyhealthmedical.co.za |
| Disease risk management programme | 0860 671 060, disease.management@keyhealthmedical.co.za |
| Dental pre-authorisation (DENIS) | 0860 104 926, keyhealthenq@denis.co.za, fax 0866 770 336 |
| Chronic medication registration (providers) | 0800 132 345 |
| Client Service Centre | 0860 671 050, info@keyhealthmedical.co.za |
| 060 976 8319 | |
| Emergency and ambulance (Netcare 911) | 082 911 |
| Website | keyhealthmedical.co.za |
When to call for pre-authorisation
KeyHealth requires authorisation within 24 hours before an admission, or within two working days after an emergency admission. Miss that window and a penalty applies, deducted from the member’s hospital account.
Family members, friends or the hospital may call on the patient’s behalf if the patient cannot, which matters after an emergency admission when nobody in the ward is thinking about medical aid paperwork.
What to have ready when you phone KeyHealth
- The membership number.
- The patient’s full name, surname and dependant code.
- The name and practice number of the hospital.
- The reason for admission: the admission diagnosis or ICD-10 code, and for planned surgery the procedure or tariff codes, plus CPT4 codes if you have them.
- The practice numbers of the treating specialist, the referring doctor and any other providers. If you do not have the practice numbers, their initials, surnames and telephone numbers will do.
Your treating doctor’s rooms usually hold every one of these. Asking them for the codes before you dial is faster than being called back.
What a KeyHealth authorisation does and does not cover
KeyHealth is explicit that an authorisation is not a guarantee of payment. Only medically appropriate claims are covered, and benefits are paid according to the scheme rules, funding guidelines and clinical protocols.
Services must start within 30 days of approval, and they draw on the benefits of the year in which they are rendered, not the year the authorisation was issued.
Some in-hospital expenses attached to a planned procedure fall outside the hospital benefit, and certain procedures, medicines and new technology used in hospital need a separate authorisation of their own. The scheme asks members to clear that with the treating practitioner before admission rather than afterwards.
If you are billed for an additional payment on a hospitalisation, phone the Client Service Centre on 0860 671 050 and verify it before paying anything.
Other KeyHealth contact numbers
| Membership and proof of payment | 0860 671 050, membership@keyhealthmedical.co.za, proofofpayment@keyhealthmedical.co.za |
|---|---|
| Claims submission, excluding dental | general@keyhealthmedical.co.za |
| Broker queries | khbrokersupport@keyhealthmedical.co.za |
| New business | newbusiness@keyhealthmedical.co.za |
| Fraud and ethics line | 087 023 0161, fraud@keyhealthmedical.co.za |
| Easy-ER, confirming child dependants | 080 111 0215 |
| LifeSense disease management | 0860 50 60 80, enquiry@lifesensedm.com, results@lifesensedm.com |
| IsoLeso optical management | 011 340 9200, info@isoleso.co.za |
| DENIS dental enquiries and claims | 0860 104 926, customercare@denis.co.za, claims@denis.co.za |
Dental, optical, disease management and emergency services are run by separate providers contracted to the scheme, which is why those numbers are not KeyHealth’s own. Dental authorisations in particular do not go to 0860 671 060 at all.
KeyHealth offices and hours
The Client Service Centre is open Monday to Friday from 07:30 to 18:00, public holidays excluded. The walk-in offices keep shorter hours, Monday to Friday from 07:30 to 15:30.
| Centurion | PPS Centurion Square, corner Gordon Hood and Heuwel Roads, Centurion |
|---|---|
| Gqeberha | 170 Cape Road, Mill Park, Gqeberha, tel 041 373 0020 |
| Cape Town | 28A Wale Street, Cape Town (no office telephone number published) |
| Polokwane | 41 Hans van Rensburg Street, Polokwane (no office telephone number published) |
| Durban | 236 on Ninth Avenue, Windermere Centre, Durban (no office telephone number published) |
| Postal address | KeyHealth Medical Scheme, PO Box 14145, Lyttelton, 0140 |
Gqeberha is the only walk-in office with its own published telephone number. For the other four, the scheme states plainly that no office number is available, so route those calls through the Client Service Centre on 0860 671 050.
Check the KeyHealth web address
The scheme’s site is keyhealthmedical.co.za. The shorter keyhealth.co.za is not theirs: on 23 September 2026 it was a parked domain listed for sale through a domain marketplace, with no KeyHealth content and no contact details on it. Do not enter membership details there.
Frequently asked questions
What is the KeyHealth pre-authorisation phone number?
Call 0860 671 060 for hospital pre-authorisation, the oncology management programme and the disease risk management programme. Dental pre-authorisation goes to DENIS on 0860 104 926.
What is the KeyHealth authorisations email address?
Hospital pre-authorisation goes to preauth@keyhealthmedical.co.za. Oncology uses oncology@keyhealthmedical.co.za and disease risk management uses disease.management@keyhealthmedical.co.za.
Does KeyHealth have a WhatsApp number?
Yes. The KeyHealth WhatsApp number is 060 976 8319.
What happens if I miss the 24-hour authorisation window?
A penalty applies and is deducted from the member’s hospital account. After an emergency admission the window is wider: two working days.
Does a KeyHealth authorisation guarantee payment?
No. KeyHealth states that an authorisation is not a guarantee of payment: only medically appropriate claims are covered, and benefits are paid according to the scheme rules, funding guidelines and clinical protocols.
Which KeyHealth offices can be phoned directly?
Only Gqeberha, on 041 373 0020. The Cape Town, Polokwane, Durban and Centurion offices have no published office numbers, so calls about them go through the Client Service Centre on 0860 671 050.
Sources
- KeyHealth Medical Scheme contact page, keyhealthmedical.co.za, departmental numbers, email addresses, walk-in offices and hours (read 23 September 2026)
- KeyHealth Pre-authorisation for Hospitalisation page, for the authorisation window, the information required and the payment conditions (read 23 September 2026)