Stratum Benefits JHB - Gap Cover Provider & Health Insurance Administrator

Terrible company for Gap Cover - do not waste your time. They take more than 2 weeks to reply to claims and often don't share correspondence or notify you on progress so we'd had to follow up multiple times. Most recently said they lost our claim - again without any attempt to notify us.

I’ve been a Stratum (Gap Cover) customer for years. In that entire time, I’ve claimed twice. That’s it. And somehow, on both occasions, the experience managed to be a masterclass in inefficiency, incompetence, and administrative amnesia. Nothing works. Claims “submitted” mysteriously vanish. Documents uploaded are immediately lost. Follow-ups are endless and their excessive timeline will endure long after you. Getting reimbursed feels less like an insurance process and more like a test of endurance as if the business model relies on customers eventually giving up out of sheer exhaustion. You don’t submit a claim; you pursue it. Repeatedly. Politely. Then desperately. For a product that exists purely for peace of mind, Stratum delivers the exact opposite. The stress, time-wasting, and sheer admin burden make the entire service pointless. Gap cover is supposed to help you in moments of vulnerability, not become another problem you have to manage while dealing with medical bills. If you’re considering this company, don’t. Go to Discovery or literally anywhere else that understands basic operational competence. Stratum isn’t just slow, it’s fundamentally broken. And after years as a customer, I can confidently say: it is not worth it.

Very poor service. 4 weeks and claim not resolved. Supposed to call me today at 2pm - no call. Email to say another 3 days.

I will not recommend this company! Their policies do not make sense! When I called them out on the fact that they do not cover emergency room shortfalls unless it is after hours or over weekends... they went quiet! In other words; if you suffer a heart attack, a stroke or a seizure during office hours - its not covered! I was completely ignored by every service agent when i asked for information pertaining to these exclusions... however - my cancellation notice received 6 emails within 24 hours! Customer service is non-existent! Absolutely shocking! would have preferred to give them NO STARS!!!!

Absolutely horrible, we chose stratum because they looked like the best, but in my experience with them anything but. In July 2025 I went for a pre-authorised CT scan, which Stratum rejected, claiming it was due to a pre-existing condition. However, my policy underwriting clearly states that the waiting period for pre-existing conditions lapsed on 31 March 2025 well before my scan. When I lodged a dispute, Stratum ignored this fact entirely. Instead, they repeated that it was a pre-existing condition and told me to take it up with my doctor who confirmed it. But that misses the point: whether it was pre-existing or not, the waiting period had already lapsed by the time of the scan. I disputed their response again, but now I’m back in the 5–10 working day waiting cycle... (not making this up, it is in their auto reply).

The service am getting from them would not wish them on anyone or should I say the lack of. It's been over a month trying to claim, trying to get any feedback from the consultant that is handling the claim is a joke. Left numerous messages when I finally got connected to an agent, still nothing. One would think the point of getting such covers is for a peace of mind, getting a cover from them was a huge mistake but one I am going to correct. What a waste of time and money.

I am extremely disappointed with the unpleasant and unprofessional service I received from Emmanuel, Natasha, and Tahlia. There was absolutely no sense of urgency, accountability, or compassion shown during my interactions with them. I requested multiple times to speak to Emmanuel directly, but Natasha and Tahlia kept assuring me that he would call me back. He never did. On my third attempt to follow up, Natasha placed me on hold — but forgot to mute the line. I could clearly hear them discussing what she should say to me. This was completely unprofessional and unacceptable. When Natasha returned to the line, she casually informed me that Emmanuel was unavailable — after I had waited so long. I’m still waiting for a call back, and it’s now Thursday. I requested a specific document on Monday and, to date, I’ve received no response, no update, and no communication whatsoever. The level of service I experienced is absolutely unacceptable and reflects poorly on your organisation. I feel completely disregarded as a customer, and the consultants I dealt with showed no care or respect for my time or concerns. This experience deserves zero stars. I strongly urge you to improve your service standards immediately — the current state is nothing short of disgusting.

I will never recommend Stratum Gap Cover. They acknowledged my claim and provided me with a reference number, then informed my Broker that they had not received my claim. It has taken them one month to give me feedback on my claim, which they rejected, stating that the medical did not process the claim on the hospital benefit. They have incorrect date of admission even though documents provided to them. I have been a loyal client with them for years and this has been my first claim, and the service I have received has not been disgusting. I wish a could give a zero rating.

Stratum has taken off a massive debit order from my account which should've only been a small amount, after 2 weeks of calling and trying to get my money back, nothing has been done. they keep saying payments will be done on Wednesday or Friday, so I wait for Wednesday - no payment - wait for Friday no payment - for 2 weeks! i am tired of Stratum escalating the issue but not getting anything done, they messed up and now I am left without money for food and fuel. i will never recommend stratum to anyone. its practically impossible to get a hold of them and they promise to send me emails regarding this issue but have I received any? of course not.

I am super disappointed with stratum If I could give zero stars I would. I have been a member for two years and never put a claim in. I have been calling for the last three weeks to try get assistance with a claim. 1) the phone rings and rings for 30 minutes to an hour until someone answers 2) I finally got hold of them at the beginning of the week and when told my claim my valid although I was looking at policy in front of me which clearly stated it was - I was put through to the manger. 2.2) manager was super friendly and told me he did not know how to handle this and would have to consult with his superior. He promised me that they always give you an answer by end of day but he will try his best to call me within an hour. IT HAS BEEN 5 DAYS, NO ONE HAS CALLED. Not only is their service shocking but they clearly don’t know their own policies. Please please do not sign up if you are considering gap cover.