Remedi member survey results 2025 conducted by Greenfields Research.

In continuing to ensure that our members registered with Remedi are satisfied with their medical cover, we conduct a member survey every second year. We have found that, on average, the results continue to report an overall satisfactory percentile of close to 80%, which we are comfortable and happy with. In this article, we will elaborate on the purpose of the survey as well as discuss the survey results in comparison to previous years.

The purpose of the survey is to:

• Determine the overall satisfaction and commitment of Remedi members
• Establish members' awareness, use and knowledge of cover for Preventative Care Benefits
• Measure member usage, understanding and perception of Service Provider Networks (SPN)
• Understand member consideration for network and medical aid option changes
• Determine member satisfaction with the overall Remedi benefit offering, as well as specific benefits and the importance thereof
• Determine members' overall satisfaction with administrative services and gain insight into areas that can be improved
• Understand members' needs in terms of the various communications mediums available to them and preferences in this regard
• Determine members' overall satisfaction with the quality of the call centre and gaining insight into areas of improvement
• Evaluate the awareness and value perception of Remedi's wellness programme
• Determine the strength of Remedi's Brand in comparison to other medical aid schemes
• Understand key areas where Remedi can improve its services.

The results for 2025 were overall satisfactory

Below are some of the key results and how Remedi and its administrator, Discovery Health, tracked from 2013 to date. The 2025 results compares well with the average of the past surveys and are overall satisfactory.

* 2021: COVID-19

• Overall satisfaction levels were similar to the 2023 results, with the majority of members still indicating that they were happy/very happy with Remedi (80%). Although members on the Standard option continued to be the least satisfied, there was a decrease in those who were unhappy/very unhappy, from 16% to 9%
• There was a decline in agreement that "Remedi is affordable", from 80% to 76%. Members from Heineken Beverages (81%) and Mediclinic (80%) were most inclined to agree with the statement, while 22% of BAT members and 12% of Tracker members were in disagreement. Overall agreement that "Remedi fully covers your Healthcare needs" remained stable at 80%, with the highest agreement levels seen with Heineken and Mediclinic. BAT members (18%) and Tracker members (11%) were the most inclined to disagree with the statement.
• The vast majority of those who had used the network had seen a GP (96%), while 31% had seen a network specialist. Among those who had seen a network GP, 85% agreed that "the Remedi GP network is of a good quality", and 83% agreed that "the Remedi GP network saves you money". Among those who had seen a network specialist, 90% rated the network as being of good quality and 89% as saving them money.
• Overall, 84% of members were satisfied with the Remedi benefit offering.
• Satisfaction with administration services such as claims and payments remained high at 88%, with only 2% of members indicating that they were unhappy/very unhappy (declining from 5%).
• 82% were in agreement that "the call centre answered my call within an acceptable time", and 82% agreed/strongly agreed that "the call centre resolved my query on first call attempt".
• Overall, 38% of members had downloaded the Remedi mobile App. Among those who had not, a third were not aware of it (33%), while 34% 'had not gotten around to it' and 17% did not like using Apps.
• Members were asked "if you could choose any medical aid scheme, which one would you choose?" The vast majority (95%) indicated that they would not leave Remedi,
• When asked for any additional comments to assist Remedi in improving effectiveness, 16% of members mentioned improving communication, 13% mentioned improving medication benefits, 10% wanted lower premiums, 9% mentioned reducing co-payments and 7% wanted an increase in day-to-day benefits.

Member feedback

The majority of members who provided poor ratings suggested Remedi could improve its services and benefits in the following ways:

Call Centre Services: Ensuring call centre agents are well informed and faster responses to calls;

Communication: Introducing WhatsApp as a communication channel and ensuring communications were simpler and clearer;

General: Increase of over-the-counter and chronic medicine benefits and reducing contributions/premiums, while improving communications to be clearer and more regular;

The results from the survey conducted were considered by the Board of Trustees at a recent strategy session and, where necessary, will receive the required attention and focus with the aim to improve member experience.

Thanks to each member who has participated in the 2025 member survey. We appreciate your feedback and commitment towards making Remedi a place where your health is our main priority.