TFG Synergy Contact Details

Synergy is not a TFG retail service. It is the online service-request platform of the TFG Medical Aid Scheme, at synergy.tfg.co.za, used to log a ticket with the scheme employer office. If you have arrived here looking for a clothing account or a store query, this is the wrong desk.

TFG Synergy and the employer office

• Service requests: synergy.tfg.co.za, where a ticket is logged
• TFG employer office: 021 937 4742
• WhatsApp: 060 534 4503

TFG Medical Aid Scheme member contacts

If your query is about your own cover rather than an employer service request, these are the scheme lines. One number covers most of them.

• General queries, hospital pre-authorisation, oncology and the HIV care programme: 0860 123 077
• General queries by email: service@tfgmedicalaidscheme.co.za
• Claims: claims@tfgmedicalaidscheme.co.za, or PO Box 652509, Benmore, 2010
• Oncology services: oncology@tfgmedicalaidscheme.co.za
• Website and internet queries: 0860 100 696

Emergency and fraud

• Ambulance and emergency services: 0860 999 911
• Fraud hotline: 0800 004 500

Save the emergency number separately. It is answered around the clock, unlike the 0860 general line, and in an emergency the scheme number is what authorises the ambulance and the admission.

Pre-authorisation matters more than people expect

A planned hospital admission needs authorisation before you go in, not after. Phone 0860 123 077 with the procedure code from your doctor, the hospital name and the admission date, and write down the authorisation number. Scheme rules commonly reduce what they pay on an unauthorised admission, and for a non-emergency that reduction lands on you. An emergency admission is authorised retrospectively, but the scheme still has to be told, usually within a set number of working days.

If a claim or a request is not resolved

• Member claims: escalate through service@tfgmedicalaidscheme.co.za with the claim number and dates
• Employer service requests: escalate inside the same Synergy ticket rather than opening a new one
• For an unresolved dispute with a medical scheme, the Council for Medical Schemes is the statutory regulator and takes complaints directly