How Schemes Are Reducing Call Centre Volume by 40%
How Schemes Are Reducing Call Centre Volume by 40%
When we first implemented MedAPI at Mineworkers Medical Scheme, I was skeptical. Our members are diverse—from young professionals in Johannesburg to older miners in remote areas. Could a mobile app really make a difference?
The Numbers Speak for Themselves
After six months with MedAPI:
- 40% reduction in call centre volume
- 94% member satisfaction rating for the app
- 80% of members now check balances on mobile first
- 65% of claims submitted via the app
What Made the Difference
1. Real-Time Balance Checks
The number one reason members called was to check their balances. Now they just open the app. It takes 3 seconds instead of a 10-minute phone call.
2. Claim Status Tracking
"Where is my claim?" was our second most common call. Now members get push notifications when their claim is received, processing, and paid.
3. Tax Certificates on Demand
Every February, our call centre was overwhelmed with tax certificate requests. Now members download them instantly from the app—we've eliminated that seasonal spike entirely.
Advice for Other Schemes
If you're considering MedAPI, my advice is simple: start with a pilot. Let your members try it and listen to their feedback. Ours told us something we never expected—they actually thanked us for the app.
That's when we knew we made the right choice.
Thabo Molefe is the CEO of Mineworkers Medical Scheme, a MedAPI customer since 2024.