ASK NOW supports patients and caregivers who have been denied or given limited access to treatment, benefits, or healthcare services and need to understand what to do next.

Whether you are using a medical scheme or public healthcare services, there are structured processes you can follow to challenge a decision. These processes often involve multiple steps and can be difficult to navigate without guidance.

We help you understand these steps and guide you through each phase of the process.

Why This Matters

Many patients spend hours trying to communicate with medical schemes or institutions, often without clear answers.

A lack of simple, accessible information makes the process frustrating and overwhelming. Patients are often unsure:

• Who to contact
• What steps to follow
• What rights they have

We help remove that uncertainty by giving you a clear path forward.

Our Approach

Through ASK NOW, we guide patients through a structured process that helps them take action and challenge decisions in a practical and informed way.

We provide tools, information, and support to help you navigate the system and advocate for your care.

We focus on helping one patient at a time, because every case matters.

What We Can Help With

We assist with:

• Medical schemes declining or limiting treatment plans
• Understanding your benefits and how they apply to your care
• Supporting you and your healthcare provider in preparing motivations
• Applying for additional or discretionary funding where possible
• Navigating workplace-related challenges linked to your condition

What We Cannot Do

To ensure clarity, ASK NOW does not:

• Provide legal advice or assist with legal action
• Provide medical or clinical diagnoses or opinions
• Offer financial assistance
• Refer patients to specific healthcare providers
• Share your personal information without your consent

For the medical scheme, your complaint must be submitted to the Principal Officer of your specific scheme. If you wish to challenge the response from your scheme, you can lodge a complaint with the Council for Medical Schemes.

ASK NOW call centre can aid you in navigating either of these processes. A Case Manager can be contacted at ASK NOW CENTRE NR: 0726 ASK NOW (072 6550 118).