Frequently Asked Questions

Quick answers to questions you may have about Elixi Medical Insurance Plans. Can’t find what you’re looking for? Get in touch with us.

To update your details, you can get in touch with the Cubix Solutions call centre on 0860 333 343, or you can e-mail client.services@cubix.co.za, where one of our qualified agents will be able to assist you. Alternatively, you can update your information on your Elixi app on your mobile device. We always advise that you keep your contact details up to date so we can effectively communicate with you, especially in case of an emergency, so we may assist you as quickly as possible.

To cancel your Elixi package with us, please contact Cubix’s call centre on 0860 333 343, alternatively, you can e-mail us at client. services@cubix.co.za, where one of our qualified agents will be able to assist you. Please know we do also require a 31 day’s written cancellation notice from you before we can process your cancellation.

In case you needed to change or update your beneficiaries for one of your benefits, we planned ahead and provided you with a Beneficiary Nomination Form in your welcome pack that was sent to you. Although you have multiple benefits, we only have one beneficiary form in your pack. In order to make any changes to your beneficiaries, please can you complete an accidental death beneficiary form and e-mail it to us at client.services@cubix.co.za so we can process it.

Our Elixi policies are rated annually, which may cause us to have to adjust your Policy Premium. This new premium would then take effect on the 1st of January each year, however, we do reserve the right to adjust your premium at our own discretion. If we are going to adjust your premium you will always be notified, and we will provide you with a 31 day written notice of this. If we need to adjust your policy, which is not made lightly, there are various factors that influence this decision, such as loss ratio experience, medical tariff increases and inflation, changes in the group demographic profile and benefit changes, to name a few.

Don’t worry, if your debit order hasn’t been received, Elixi will automatically double debit you for the following month. If you’re still worried your debit order hasn’t been sent through or processed, please contact us through Cubix’s call centre on

0860 333 343 or send us an e-mail at Client Services at client.services@cubix.co.za, where one of our qualified agents will be able to assist you should there be an issue and put your mind at ease.

There are multiple ways for you to claim your payments, and to make things easy for you, we have outlined the process below. If your Unity Health Network GP has already sent us your claim, you do not have to send us a copy. If you have paid for the services provided, you can submit your claim to Unity Health in any of the following ways:

E-mail your claim to claims@unityhealth.co.za

  • Scan and submit your claim via the Elixi App
  • Post your claim to PO Box 1862, Cramerview, 2060

In most cases, you’ll simply be asked to present your Elixi membership card and ID document to the provider and the provider will submit the claim directly to Unity Health for processing, and payment. In some isolated instances, if you have paid the provider directly for the treatment or services received, you may fill out a reimbursement form and e-mail it to Unity Health at claims@unityhealth.co.za.We’ll also need you to send through all the supporting documentation for your claim within 4 months from the date of receiving your treatment. Once we have received everything, Unity Health will assess and reimburse you for all valid claims.

Any Clicks, Dischem, Alpha Pharm, Local Choice or Medicare Pharmacies are approved on the Unity Health Network, making it easier for you to collect your medication or get medical treatment.

Unity Health has an open network of dentists. Thanks to this, you may consult with any dentist of your choice. Some dentists charge according to our tariff rates, while others charge above these rates.Once at the dentist, you must present your membership card and ID document. Your dentist is then required to contact the Unity Health call centre at 0861 366 006 for confirmation of your benefits.

Yes, please make sure that only the Unity Health pathology/radiology form for tests/referrals are completed and given to you before going for these tests. All tests not listed on these forms are not covered by Unity Health and need to be paid for privately by you or the patient.

No. Pathology tests, x-rays and medicines are covered only if referred by a Network GP.

Yes. Once the member has selected their Network GP or gynaecologist the member or provider should contact the Unity
Health Call Centre and request to speak to the Unity Health Case Manager for pre-authorisation of their consultations and
pregnancy ultrasounds.

  1. Call Unity Health Call Centre on 0861 366 006 and press 1 for an emergency or make use of the push-to-call function
    on yourUnity Health App.
  2. Ask to speak to the Case Manager on duty.
  3. ER24 will verify the membership of the person in need of help, whether it be the main member or a dependant.
  4. ER24 will assist the member with advice and emergency transportation to the nearest hospital facility.
  5. Pre-authorisation needs to be obtained from Unity Health before a member can be treated for a medical emergency.
  6. Unity Health will receive the account which will be subject to clinical review, based on clinical information from the
    hospital, before being processed.
  1. Call Unity Health Call Centre on 0861 366 006 and press 1 for an emergency or make use of the push-to-call function
    on yourUnity Health App.
  2. Ask to speak to the Case Manager on duty.
  3. ER24 will verify the membership of the person in need of help, whether it be the main member or a dependant.
  4. ER24 will assist the member with advice and emergency transportation to the nearest hospital facility.
  5. Pre-authorisation needs to be obtained from Unity Health before a member can be treated for a medical emergency.
  6. Unity Health will receive the account which will be subject to clinical review, based on clinical information from the
    hospital, before being processed.

If you happen to be in an accident or are in urgent need of medical treatment, you’ll be taken to the emergency room or ER (emergency department, accident and emergency department, casualty department). An ER is a medical treatment facility that specialises in the emergency treatment of patients who arrive without a prior appointment or are brought in via an ambulance. The emergency department is usually found in a hospital or other primary care centres. Due to the unplanned nature of needing to go to the ER, the health care facility must provide initial treatment for a wide range of illnesses and injuries, some of which may be life-threatening and require immediate medical attention. Pre-authorisation needs to be obtained from Unity Health before the member is treated.

Acute medication is medicine used to treat illnesses, diseases or conditions that have a rapid onset, severe symptoms, and that require a short course of medicinal treatment. These are the types of medication you receive after visiting your GP. Only medication prescribed by a Unity Health Network GP and on the Unity Health acute medicine formulary will be covered by your plan. Acute medication will be provided as part of the acute consultation (when dispensed by a dispensing GP) or by a Unity Health network pharmacy if prescribed by a non-dispensing GP.

It is medicine prescribed by a medical practitioner or your GP for an uninterrupted period longer than three (3) months. This medicine is used for a medical condition that forms part of an approved list of chronic conditions.

For example: Asthma; Chronic Obstructive Pulmonary Disorder; Diabetes Type 1&2; Epilepsy; HIV/AIDS; Hyperlipidaemia; Hypertension; Tuberculosis.

If you’re unsure as to where you can receive medical treatment or help, you can contact Cubix’s call centre on 0860 333 343, where we can provide you with a list of health care providers close to where you live or work.

Once you’ve made an appointment with your health care provider, you can present and show your Cubix Solutions membership card and ID document when you arrive for your consultation.

You can also use your Elixi App on your mobile device to search for a health care provider near you.

A dispensing provider will provide you with medication during your consultation, and you will not receive a script to go to the pharmacy.

A non-dispensing provider will give you a script during the consultation, and you will need to go to an approved pharmacy to collect your medication.

With Unity Health, you can visit any Alpha Pharm, Clicks, Dischem, Local Choice or Medicare Pharmacies that are approved on the Network. Your script will be subjected to the Mediscor Formulary, which your network provider will have so you can focus on getting better.

If your current GP is not part of the Network, please contact Cubix’s call centre on 0860 333 343 and ask for a provider request form to fill out. Once you have filled out the form with your GP’s details, you can e-mail the form to Unity Health at

networks@unityhealth.co.za. Once Unity Health have reviewed your form, they will contact your GP and advise you whether the GP decided to join or not.

Kept in their rooms after your consult. These medications are usually a higher schedule medication and will not be covered by Unity Health.

Yes, Pre-Authorisation is required every time you need to visit a GP, Call 0861 366 006 to obtain pre-authorisation before making an appointment with your Network GP.

No pre-authorisation is required for out of network, nurse telemedicine, Intercare Video Based GP Consultations. All authorisations are subject to clinical review. To ensure your GP is managing your treatment correctly, and you’re receiving the best care, the underwriting Manager may require pre-authorisation to access benefits in respect to any service provider at any time.

Virtual GP consultations are available through approved pharmacies that have a nursing clinic (Dischem, Alpha Pharm, Local Choice and Medicare). If the nurse believes a virtual GP consultation is necessary, the nurse will facilitate the GP consultation through a video conference link. No pre-authorisation is required.

In most cases, you’ll simply be asked to present your Elixi membership card and ID document to the provider and the provider will submit the claim directly to Unity Health for processing, and payment. In some isolated instances, if you have paid the provider directly for the treatment or services received, you may fill out a reimbursement form and e-mail it to Unity Health at claims@unityhealth.co.za.We’ll also need you to send through all the supporting documentation for your claim within 4 months from the date of receiving your treatment. Once we have received everything, Unity Health will assess and reimburse you for all valid claims.

Virtual GP consultations are available through approved pharmacies that have a nursing clinic (Dischem, Alpha Pharm, Local Choice and Medicare). If the nurse believes a virtual GP consultation is necessary, the nurse will facilitate the GP consultation through a video conference link. No pre-authorisation is required.

If you’re in need of counselling, virtual counselling services are provided by registered counsellors who follow specific procedures and clinical protocols. Our partners at Reality Wellness will assist you with how to set up a session with a registered counsellor. To contact them, please phone them on one of the following numbers

Your emergency benefit covers you for costs that are equal to the cost of out-patient casualty treatment in a hospital emergency or casualty unit as long as the treatment you receive is specifically for an acute medical emergency.. An example of how this benefit works is where you will be stabilised for your medical condition, e.g. appendicitis. For something like this, your treatment in the emergency unit would be covered under the stabilisation benefit, but admission to the hospital for surgery would not be covered. In terms of your policy, this is the immediate treatment administered to you or a person on your plan in an emergency, stabilising the patient before they are then transferred to a state facility for further treatment management. Pre-authorisation needs to be obtained from Unity Health before the member is treated.

If you’re unsure or need to get pre-authorisation for one of your benefits, you can contact the Unity Health call centre on 0861 366 006 and select the option for pre-authorisations. To access one of your benefits, you will require a pre-authorisation reference number from Unity Health.

A chronic condition is a disease that you may be suffering from that lasts 3 months or more and generally cannot be prevented by vaccines or cured by medication, nor do they just disappear over time. Chronic disease can be treated by medication that will be required to be taken for a lifetime.

For example, many chronic illnesses that people suffer from are: Asthma; Chronic Obstructive Pulmonary Disorder; Diabetes Type 1&2; Epilepsy; HIV/AIDS; Hyperlipidaemia; Hypertension; Tuberculosis.

  1. Firstly, do not panic! We will guide you through the entire process and be with you each step of the way.
  2. You’ll immediately need to self-quarantine and isolate yourself in a safe location.
  3. Phone Unity Health on 0861 366 006 and ask to speak to one of their case managers.
  4. Unity Health’s Case Managers will ask you a series of questions, provide you with their information and guide you on what to do next.

As part of your Elixi plan, you have access to a COVID-19 PCR pathology test in case you test positive for COVID-19. Please note that authorisation and referral by a network GP are required for this. An upfront payment may be required, in which case we will reimburse you if your test result comes back positive for the virus. If you would like to find out more information, please contact Unity Health on 0861 366 006 and ask to speak to one of their Case Managers.

All members who are part of Unity Health Primary Care now have access to our COVID-19 benefit.

If a test shows you have contracted COVID-19 and you visit a GP within our network, our benefits include the following:

  • Consultation with a Unity Health Network GP
  • Consultation with a Unity Health Network Nurse
  • The test that shows you have COVID-19 (diagnostic testing – only if the test is positive) Basic chest X-rays
  • Acute medication available on the formulary

We have experienced case managers available 24/7 to assist you with:

  • GP consultations
  • Nurse consultations
  • Testing guidelines
  • COVID-19 information and guidelines.
  • Our partners at Reality Wellness are available to assist at any point in the process to help you cope with uncertainty, changes and challenges.
  • Skype sessions are also available for counselling.
  1. You must consult with your Network GP who will prescribe your chronic medication accordingly (existing or new chronic conditions).
  2. The Network GP will assist you by one of the following methods:
  • The Network GP can contact Chroniline on 0860 119 553 to obtain telephonic authorisation on behalf of the patient.
  • The Network GP can fax a copy of the prescription to 0866 151 509 with the member’s details reflecting on the script.
  • The Network GP can e-mail a copy of the prescription to preauth@mediscor.co.za

No, you can only get medication from a pharmacy with a script from a non-dispensing Unity Health network GP. You may consult with a nurse at an approved pharmacy, and he/she can supply a script for minor ailments.

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