Interim Arrangements During COVID-19 Pandemic

Dear Member and Healthcare Provider.

During the following few months, the COVID-19 pandemic will affect the norm of healthcare services and it is important that measures are implemented to ensure that those who need critical care at hospitals will have access to beds and care. In the case where the President announces a lockdown it is important to abide to such conditions as it is for the better good of all of us. Accordingly, please may you take note of the following:

1. Hospital Admissions and Pre-Authorisations:

During any period of any announced lockdown all hospital admissions will be restricted to emergency cases only and planned procedures will not be authorised.  The standard request for a pre-authorisation for emergency admissions will remain applicable. Planned procedures will also remain subjected to the pre-authorisation process but will only be considered when no “announced lockdown” is applicable.

All other ongoing treatments which already have been authorised will remain affective, such as oncology treatment.

For Covid-19 tests, consultations, repeat prescriptions for registered chronic conditions please refer to the notices forwarded to members, GPs and pharmacies on 20 March 2020 and which also reflects on the Heritage Health App under “communication” as well as the website under “services” and then the “news” icons.

2. Access to Information

Heritage Health Medical Aid Fund allows members and healthcare providers easy access to all information. On the Heritage Health App, to be downloaded free of charge, members may view available benefits, payments, communications from the Fund including taking pictures of invoices to ensure fast reimbursements. We encourage all the members to please download the Heritage Health App and which allows you to manage your portfolio any time anywhere.  

Healthcare providers and members, for certain services in the above, may also use the website at www.heritagehealth-namibia.com and by scrolling down on the homepage you can login under “Service Providers Login” by using the last seven digits of your practice number and your own password and “Members Logins” with their own password. Please remember your password.

3. Doctors on Call

Heritage Health under its hospital benefits have included “Doctors on Call” to assist members who have stated symptoms of the Corona virus and who are unable to see or to call a doctor to determine whether they should go for Covid-19 tests or not. You may contact them at 085-9112 and invoices for the consultation will be paid pending available benefits. Where Covid-19 tests are positive Heritage Health will cover the costs from your available day to day benefits. Members can also use the Government’s National Coronavirus call centre, which is reachable at 0800 100 100, 24 hours of the day, 7 days a week.

4. Submitting Invoices and any other Documents

Heritage Health encourages all members and stakeholders to diligently apply the measures set by the WHO safeguarding the health of all Namibians and preventing the spread of Covid-19 by requesting that all written information including invoices be scanned and emailed to This email address is being protected from spambots. You need JavaScript enabled to view it. and where you will receive a response confirming your submission. Healthcare providers are encouraged to use EDI submissions to This email address is being protected from spambots. You need JavaScript enabled to view it. and where confirmation on the success of the submission is confirmed or where additional information may be requested.

5. Office Hours:

During any “announced lockdown” the office of the Fund will also only have skeleton staff to ensure their protection and to abide to the status of a “lockdown”.

It is very rarely in life that a global incident affects every human being at all the different levels of living a life. Heritage Health encourages its members, stakeholders and fellow Namibians to take courage and to stay strong, to apply healthy lifestyle habits and to reach out to those who are in need. By visiting the Heritage Health education platform at https://patiented.online/ members are guided to take care of their lifestyles.

Kindly note that any special arrangement under these exceptional circumstances does not imply that the terms and conditions of the Rules will not remain applicable as they will always remain applicable and the special arrangements are in addition to the Rules of the Fund for the interim period.

We remain to be of service to you and wish you good health