How to raise a complaint or dispute
At AMS, our members are at the heart of everything we do. Every decision we make is guided by one principle: acting in the best interests of our members.
We are committed to providing excellent service and ensuring that queries, concerns and complaints are handled fairly, respectfully and efficiently. We also believe that members should have clear channels through which they can raise concerns and have them addressed appropriately. Most enquiries can be resolved quickly by our service team. However, if you have a complaint or dispute, there is a clear process to follow to ensure that your concern receives the attention it deserves and is reviewed at the appropriate level.
1. Contact the AMS service team
If you have a question, concern or complaint, your first point of contact should be the AMS service team via email at member@angloms.co.za for Managed and Standard Care Plan members or ams@kaelo.co.za for Value Care Plan members. They will investigate your enquiry and provide you with a reference number for future correspondence.
2. Request escalation
If you feel that your enquiry or complaint has not been resolved to your satisfaction, you should contact the service team again. Be sure to provide your reference number and request that the matter be escalated within the service team for further review.
3. Contact the Principal Officer
If the matter still remains unresolved, you may contact the Principal Officer's office directly via email at principalofficer@angloms.co.za or on 011 638 5471.
4. Refer the matter to the Disputes Committee
Should you remain dissatisfied after engaging with the Principal Officer's office, you may request the Principal Officer to submit your complaint to the Scheme's Disputes Committee for consideration.
5. Contact the Council for Medical Schemes
If all avenues within the Scheme have been exhausted and your matter remains unresolved, you may lodge a complaint with the Council for Medical Schemes (CMS), the Regulator of medical schemes in South Africa. Telephone: 0861 123 267 or 012 431 0500
Email: complaints@medicalschemes.co.za
Website: www.medicalschemes.co.za
Please note that the CMS requires members to first exhaust the Scheme's internal complaints and dispute resolution processes before submitting a complaint to the Regulator.
We encourage members to follow each step in the process, as this gives AMS the opportunity to investigate and resolve concerns as efficiently as possible.