Insurance & Medical Aid · Contact details
Pick n Pay Medical Aid Contact Details
The Pick n Pay Medical Scheme client service desk is on 0800 004 389 (toll free) or 021 480 4801, and the email is enquiries@pnpms.co.za. The Pick n Pay medical aid is the Pick n Pay Medical Scheme, a closed scheme for employees of the group rather than a product open to the public. It publishes a full set of numbers split by function, and using the right one matters because the emergency and managed care lines are answered by different organisations from the client service desk.
Pick n Pay Medical Scheme contact numbers
| Route | Details |
|---|---|
| Client Service Department, toll free | 0800 004 389 |
| General contact | 021 480 4801 |
| enquiries@pnpms.co.za | |
| A chat option is offered on the scheme contact details | |
| Emergency transportation (run by ER24) | 084 124 |
| Managed care programmes, including pre-authorisation | 0860 767 633 |
| Employee Assistance Programme | 0800 229 355 or eap@momentum.co.za |
| Fraud reporting | 0800 000 436 or pnpms@tip-offs.com |
Emergency and managed care
Emergency transportation is run by ER24 on 084 124. Managed care programmes, including pre-authorisation, are handled on 0860 767 633.
Note the managed care number carefully. It is 0860 767 633. A transposed version of it, 0860 760 633, circulates on third-party sites; the scheme own details give 767. Save the correct one before you need it.
Employee assistance and fraud
The Employee Assistance Programme is on 0800 229 355 or eap@momentum.co.za. Fraud reporting is on 0800 000 436 or pnpms@tip-offs.com.
The fraud line runs through an independent tip-offs service rather than through the scheme, so a report can be made without going through the administrator. The EAP is a counselling and support benefit and is confidential from the employer.
Pre-authorisation before a hospital admission
A planned hospital admission, a scan such as an MRI or CT, and most specialised procedures need authorisation before they happen. Phone 0860 767 633 with the procedure code from your doctor, the hospital or practice name and the date, and write down the authorisation number. Schemes commonly reduce or refuse payment on an unauthorised admission, and that shortfall lands on you. An emergency admission is authorised afterwards, but the scheme still has to be told, usually within a set number of working days.
What to have ready when you call
- Your membership number and the dependant code of the person the query concerns
- For a claim query, the practice number of the provider and the date of service
- For a benefit query, the option you are on, since limits differ by option
If a claim or a decision is disputed
- Raise it with client service on 0800 004 389 or enquiries@pnpms.co.za and ask for a written outcome
- Escalate internally through the scheme dispute process before going further
- The Council for Medical Schemes is the statutory regulator and takes complaints against medical schemes directly
Frequently asked questions
What is the Pick n Pay medical aid contact number?
Client service is on 0800 004 389 (toll free) or 021 480 4801. For pre-authorisation and managed care, call 0860 767 633. For an emergency that needs transport, ER24 answers on 084 124.
What is the Pick n Pay Medical Scheme email address?
Client service enquiries go to enquiries@pnpms.co.za. The Employee Assistance Programme has its own mailbox, eap@momentum.co.za, and fraud reports go to pnpms@tip-offs.com.
Which pre-authorisation number is correct: 0860 767 633 or 0860 760 633?
0860 767 633 is the one the scheme publishes. The transposed 0860 760 633 circulates on third-party sites, so save the 767 version before you need it.
Can anyone join the Pick n Pay Medical Scheme?
No. It is a closed scheme for employees of the group rather than a product open to the public.
What happens if I am admitted to hospital without pre-authorisation?
Schemes commonly reduce or refuse payment on an unauthorised admission, and that shortfall lands on you. An emergency admission is authorised afterwards, but the scheme still has to be told, usually within a set number of working days.
Does the Pick n Pay Medical Scheme have a WhatsApp number?
The scheme’s published contact routes include a WhatsApp chat option, offered on its own contact details. The numbers above cover the phone, email and emergency routes.