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Accounts and Billing: Delays and Queries

Life Healthcare wishes to advise our patients that our hospital and national accounts departments are dealing with a substantial accounts/billing backlog due to our all our IT systems being offline for longer than anticipated.

This is as a result of being the victim of a major cyber-attack. This resulted in all our hospitals switching to manual processes for many weeks until our IT teams were able to safely restore our systems.

We understand that statements, invoices and refunds are required for medical aid claims, gap policy claims and out of pocket expenses. We know this is causing some frustrations for patients with many South African’s facing financial challenges due to the lockdown and current economic situation.

As a result, we have a substantial accounts/billing backlog at both national and hospital level. To address this backlog, our national credit department and hospital account teams are working around the clock to process the backlog of accounts. We have also employed additional resources to assist our hospitals and national credit teams with this process. Additionally, our stakeholders, such as medical aids schemes, are fully aware of the delays.

We are doing our absolute best to respond to the vast volume of emails and calls being received. We apologise for the inconvenience and frustrations this situation may be causing and thank all our patients for their continued understanding and patience during an already challenging and stressful time.  

For all accounts and billing related queries please contact your hospital accounts department or make use of our dedicated national accounts contact details:

National Accounts Call Centre: 0861 733 863

E-mail address: ncr@lifehealthcare.co.za