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About medway

Medway is an Authorised Financial Service Provider (Licence No. 15624).

Since it’s establishment in 1990, Medway has focused on tailored advice to the individual. Being the first company in South Africa to offer this freedom of choice to State Employees (who previously had no flexibility regarding Healthcare options), has enabled us to build solid relationships with more than 100 000 families.

With nearly 20 years of experience, we believe we are in the perfect position to offer unsurpassed cover and service in our field of expertise.

Having been the driving force behind the Fedhealth Medical Scheme has also provided us with the insight required to tailor-make the most comprehensive range of medical top-up insurance products available today. All Medway insurance products are unique to Medway and are distributed by a highly professional network of expert Medway Advisors.

Our products continue to set the trend in the healthcare insurance industry. If you are interested in providing your family with the very best and most comprehensive medical cover on the market - Medway is the leader.

Medway - expect much more!

Innovation

Some of our innovations that set the trend in our industry are listed below. As Medway we:

MEDWAY:

  • Started a unique healthcare benefit package in 1990, leading the market in this field for some years;
  • Were the first company to introduce Medical Scheme options to government employees on a "freedom of choice" basis (1994);
  • Were the driving force behind the establishment of Fedhealth - one of the largest Medical Schemes in South Africa;
  • Were the first company to introduce post-retirement pre-funding options for Medical Scheme members in the Government Sector;
  • Were the first company to introduce comprehensive medical insurance to Government Employees, covering gaps in chosen Medical Schemes;
  • Are the largest financial advisory company in the healthcare arena for Government Employees.

Medway Heritage Plus is the first and currently only fully comprehensive hospital insurance top-up plan designed specifically for Government Employees, in South Africa. This product is unique in that it covers multiple gaps and shortfalls inherent to Medical Schemes, including Tariff Gaps, Surgical Appliance Gaps, Co-Payments and Daily Cash Benefits.

Our expertise has allowed us to expand our horizons into the private sector:

  • MedCare offers Medical Scheme Top-Up cover – Gap, Sub-Limit and Co-Payment cover. This unique structure gives complete peace of mind to our customers;
  • DomestiCover offers a comprehensive package of benefits tailored for the household employee. This is an industry first;
  • BiologiCare offers extended cover to your Medical Scheme – ensuring access to expensive but highly effective biological cancer-fighting drugs;
  • Cash X-tenda leverages on the Amazing Vouchers infrastructure – our very own loyalty program for all our clients, giving access to thousands of discounts and special offers across the entire consumer range.

Our Approach

Medway is a company that has built enviable relationships with customers and staff alike. We do not believe in doing business on a basis where relationships of mutual respect and trust are not formed and nurtured. With this philosophy in mind, we have a hand-selected team of Medway Advisors working directly with you, our customer, backed up by totally focused and dedicated staff in offices throughout the country.

Medway actively subscribes to a Treating Customers Fairly culture. We ensure that all staff are well-versed on delighting our clients at every opportunity and we also encourage our clients to voice their sentiments about their experience when interacting with Medway.

We abide by strict internal service level turnarounds when it comes to your:

  • Application acceptance – whilst your application is in process, you will be kept updated as to the progress and/or further requirements. Each new application will always be accompanied by a verification call from our offices, so please expect this call and along with ensuring all your details have been accurately lodged, this also gives you an opportunity to ask any questions you may have relating to your pending cover.
  • Amendments to your policy – you may at any time, amend or cancel your policy. All we ask is for a written instruction and a calendar months’ notice period. There are no administrative costs involved in replacing; terminating or amending your policy. There may however, be new waiting periods when you add a component not previously covered or add a new Dependant.
    To initiate a change, merely call our Customer Care service centre on 0860 622 929 or email customercare@medway.co.za and you will be provided with the correct forms, exact turnarounds and ongoing feedback.
  • Claims – our Customer Care Agents will gladly assist you in intimating a claim and at the same time, they will provide you with guidance as to what components are covered by the incident you wish to claim for. They will also ensure that you are given the correct forms as well as the required documents for each relevant claim type. The turnaround times for payment of claims on the Funeral side, is 48 hours on receipt of all required documentation. Medway will be in contact with you once these claims are received.Please be reminded that Medway is not the Insurer for all other non-funeral related claims i.e. those claims are not processed by us. We will however, gladly assist and provide you with the forms, upfront requirements and appropriate updates within the 15 working day wait, once your claim is completed and submitted to the Insurer.
  • Complaints – whilst we pride ourselves on our strict adherence to our service levels, we are aware that problems happen. Should you need to report a problem to us, please send the details to complaints@medway.co.za or call us on 021 403-9516.
    If you have a complaint regarding our product or service, please put your complaint in writing and send it to M.P.F.A • Box 5466 • Cape Town • 8000 or email customercare@medway.co.za
    You will be responded to within 48 hours as to the process to be followed.
    And you will be advised of the final outcome in writing.
    Should you not be satisfied with the outcome, you may send your complaint to Guardrisk, to complaints@guardrisk.co.za or contact them on 011 669 1000.
  • General - Whenever you contact us via telephone or email, we will acknowledge receipt of your enquiry with a reference number and at the same time, will advise you on the expected turnaround time. Should you not be satisfied with the service you receive, please immediately send an email to complaints@medway.co.za or contact us from this site and we will revert with a solution.

From Medway you can expect much more...

  • Much more Professional Advice
  • Much more Personalised Service
  • Much more Peace of Mind

We are totally committed and dedicated to Comprehensive Healthcare Insurance.

Our Policies

Our "Business Continuity Plan" is available on request. All our other FAIS Compliance policies are available below.

Conflict of Interest Management Policy
Complaints Resolution Policy
FICA Internal Rules
Medway Privacy Policy
Medway TCF Policy