Frequently Asked Questions (FAQ)
1) Why is Medi Response changing its billing procedure?
As of October 1, 2024, Medi Response will be contracted out of medical aids. This change is necessary because, as a service provider, we have no direct relationship with individual medical aids. This ensures the sustainability of our services, as we do not receive direct support from medical aids. Our focus is on maintaining a direct relationship with our customers and clients, who are the direct users of our service.
2) How will this change affect my ambulance service billing?
Previously, Medi Response was contracted into medical aids, meaning we received payment directly from the medical scheme. Moving forward, unless otherwise agreed specifically with you as a client, you will receive a bill from us, which you will need to pay directly. You can then submit this bill to your medical aid for reimbursement, based on your scheme’s policy and benefits.
3) What will happen when I call for an emergency response?
When you call for an emergency response, our call centre operators will immediately inform you that we are contracted out of medical aids and that there will be a fee payable. If you accept the service or are an existing contracted client, an ambulance or emergency vehicle will be dispatched immediately. If you do not accept, the call will be transferred to an appropriate emergency service, such as government emergency services.
4) What happens in a life-threatening emergency?
At Medi Response, patient care takes priority. Emergency life-saving treatment will be rendered irrespective of whether you are able to pay or not.
5) What are the payment methods available?
We offer several convenient payment methods:
- Point of Sale (POS)
- Netcash Link (multiple payment methods)
- Electronic Funds Transfer (EFT)
- Payment plans (available on request and subject to approval)
6) How do I submit a claim to my medical aid?
After paying your bill to Medi Response, you can submit the receipt and relevant documents to your medical aid. Each medical aid scheme may have a specific procedure for claims. We have a dedicated billing team who will support you with any required documents to be able to submit to your scheme post-payment.
7) What should I do if I cannot pay the bill immediately?
If you are unable to pay the bill immediately, please contact our billing department to discuss payment plan options. Our goal is to assist you in managing the payment process smoothly.
8) Will my medical aid reimburse the full amount?
Reimbursement depends on your specific medical aid scheme and its benefits. Some schemes may cover the full amount, while others may only reimburse a portion. We recommend reviewing your policy or contacting your medical aid provider for detailed information on coverage.
9) How do I contact Medi Response for billing inquiries?
For any billing-related inquiries, you can contact our billing department directly at:
- Phone: +27 11 713 2000
- Email: billing@mediresponse.co.za
10) What happens if I do not pay my bill on time?
If payment is not received by the due date, you will receive follow-up notifications via SMS, email, and phone calls. Continued non-payment may result in further collection actions, including legal steps.