Bankmed is useless.

I am extremely disappointed with the service I have received from Bankmed. At this point, having Bankmed medical aid feels almost as good as not having medical aid at all, because when I urgently need treatment, I am left dealing with delays, poor communication and uncertainty about whether my treatment will be covered.

I visited my doctor yesterday, and a PMB application for treatment was submitted. When I spoke to an agent, I was not informed of all the documentation required. I followed up this morning, only to be told that the application could not proceed because additional information was outstanding. This information could and should have been communicated upfront, while I was still at the doctor's office and could arrange for the necessary documents to be submitted.

Meanwhile, my face is swollen, I am in severe pain, and I have had to take sick leave from work. I am trying to access treatment, but instead of receiving clear guidance and assistance, I am met with requirements being communicated in drips and drabs, causing unnecessary delays and additional distress.

What is particularly frustrating is having to question how a tooth extraction can be treated as a non-PMB benefit when the procedure is medically necessary in my circumstances. How can a member be expected to understand what is covered, what qualifies for PMB consideration and what additional documentation is needed when the medical aid itself does not communicate these requirements clearly? I understand that not every tooth extraction automatically qualifies as a PMB, but surely the circumstances of the condition and the applicable PMB criteria should be properly assessed and explained to the member.

What is the point of paying for medical aid if, when you are in pain and urgently need treatment, you are left feeling as though you are on your own? Members should not have to chase their medical aid for answers while suffering, nor should treatment be unnecessarily delayed because the correct information was not requested from the outset.

The communication has been poor, the process has been frustrating, and the lack of urgency has been incredibly disappointing. I expect better from Bankmed. I want clear communication, accountability and a proper explanation of the PMB assessment and benefit decision, rather than another round of incomplete information and further delays.

Bankmed needs to remember that behind every application is a person who may be in pain and desperately waiting for treatment. This is not just an administrative inconvenience. It is affecting my health, my ability to work and my peace of mind.