Medihelp Wins Ask Africa Orange Index 2026/27 Award

In Short

Medihelp has been recognised for customer experience in the Ask Africa Orange Index 2026/2027. The scheme says the award reflects consistent service across member touchpoints.

What Happened

South African medical scheme Medihelp received customer experience recognition in the Ask Africa Orange Index 2026/2027.

The Orange Index is an annual benchmark that measures how consumers experience the organisations they deal with. In the 2026/2027 edition, Ask Africa measured 219 companies across sectors.

Medihelp said the recognition matters because it is not a once-off result. The scheme has appeared on the Orange Index podium in previous years, including a first-place finish.

The Orange Index mention follows another customer experience result for Medihelp. In the 2024/25 Customer Experience Index, it ranked number one in the Client Care Contact Centre category for South Africa’s medical aid industry, and second overall in the industry.

Medihelp also highlighted operational metrics tied to service delivery. It previously reported a first-contact resolution rate above 92%, meaning most member queries were solved the first time they reached out.

On scale and financials, Medihelp reported about 195,000 beneficiaries at the end of 2025. It also reported a 2025 solvency ratio of 27.01%, which is above the statutory minimum.

Why It Matters

For healthcare payers, customer experience is not only a brand metric. It affects whether members can understand benefits, resolve claims issues, and get help during stressful moments like diagnoses or surgery planning.

Consistent rankings across different indices suggest the scheme is investing in repeatable service processes, not just a single channel or campaign. That can influence retention in a competitive medical aid market, where switching is often driven by service issues as much as price.

The bigger signal for operators is that contact centre performance and service consistency are becoming measurable differentiators. Benchmarks like the Orange Index and CE-Index push insurers and medical schemes to treat support as a core product feature, not a back-office function.