Provider Communication: Help us flatten the curve (Covid 19)


This communication has been emailed to all optometric practices, however if your email has changed and you missed the communication you can read a copy below:

We have completed our COVID-19 risk assessment where we focused on protecting our staff and maintaining our service levels.

Our call centre staff are extremely vulnerable to being exposed to the virus whilst travelling to and from work.

For this reason, we have automated the call enter to allow for 98% of calls to be dealt with via Optimum or member SMS inquiry.

To support the call centre, we have staff working remotely. The system is available immediately.

We will provide updates to all providers and members using the emergency webpage on

Claim processing will continue as per normal for the claims in our system.

We will keep you all updated using Optimum. Optimum remains available to all providers. 

If you are an out of network provider and have not signed on to use Optimum, we urge you to get hold of our membership division and sign up immediately via email to ensure you stay up to date. 

Kindly refer member enquires to this page : Members can create a LOG IN on this website to VIEW benefits and historical claims for their family. 

Members can also SMS 45119 and we will return a SMS to them to confirm if they are in benefit. A guide on the required INFORMATION for the SMS is available under OPTICAL BENEFITS on the PPN website. Each Medical Scheme has a unique Medical Aid Key for the SMS. 

To assist members with claim submissions, they can WHATSAPP their claim submission or refund request to 066 202 1005 (claims only)

Optimum or EDI claims submission are the preferred modes of submission.

We urge all of you to use online submission channels , as paper claims need be scanned by the sender and emailed to

Please note  that for the next 21 days all paper claims via courier will not be collected due to the compulsory lock down.

All WRITTEN CORRESPONDENCE will be responded to within 24 - 48 hours

With immediate effect we ask that you kindly correspond with PPN via email using the following email addresses:
Benefits :
Claims :
Motivations :
Emergency :