Authorization at special cases department

This is the letter I sent to Bonitas Medical Aid Scheme

To whom it may concern,

I have never in my life received such poor service from any medical aid in my life!!!! As per my ref number above, I would like to make the following complaint against your special cases department.

As originally told by Bonitas, pre- authorisation takes up to 14 working days, then last week I get told all of a sudden 30 days. Then yesterday I get informed by the supplier that you need an extension as your work is behind!! First of all, as per my benefits, I do get cover on the CPAP as described in my benefits to a certain amount, which is not a problem as I have no problem in paying the difference owed by us.

Secondly, if you are working as per procedure, I don't understand how you prioritize the cases. As said about 10 times in the past 3 weeks to your call centre, my specialist advised the she hasn't seen such a bad case op apnea in years???? But still we need to wait and wait and nobody even has the decency to phone back and just let us know what is going on. 2 of the team leaders promised me they wil phone me back the following day....and guess what .... nothing!!!!

If you have a look at the results my husband is currently stopping breathing 137 times per hour and as per the specialist, 50 times per hour is extremely severe. My husband can't sleep, can't drive and most days can't even work which is influencing our income??? And I am sure that you'll be alot quicker to cancel my membership than authorize the CPAP should I not have the funds to pay my membership.

Please note that if I don't get an answer by tomorrow morning 09:00 I will be taking this further (including all social media) to expose the poor service that you are giving your members. It is seriously ridiculous and unacceptable!!! Where is the service and promises on your ads??? Please be aware that if this is not sorted within the next day...I will have to take further action, as I will not allow my husband to suffer and due to your own backlog and horrible service. Regards