MA
Muhammad A
1 reviews | Active since Apr 2009
25 Sept 2019, 11:04
BEFORE ADVERTISING GET YOUR SERVICE LEVELS WHERE IT SHOULD BE - PATHETIC!!!
Just my second month on this scheme and it has been nothing short of a nightmare. I literally called then a dozen times over 2 days last week. What is the point of stating that PMB is covered when one has to fight and escalate numerous times before it is sorted out. When submitting claims, a reference number is only sent by the system sporadically. If it doesn't work, after 48hours, one has to call them and request an agents personal email address to send it through!!! Let alone professionalism, there is no service to begin with! After numerous escalations and reference numbers not to mention umpteen calls, one claim gets approved after close to a month!!! Is this how a scheme operates??? There additional claims that are stuck and after 2 calls this morning, I am not prepared to make another dozen this week. If this doesn't get sorted out , I will escalate through the medical schemes council!!!
Helpful (0)
Replies (5)0
Replies (5)
Bonitas Medical Fund's replyOfficial
27 Sept 2019, 14:03Hello Muhammad,
As per our telephonic conversation your query is still being investigated and we will keep you updated until the matter has been resolved.
We appreciate your patience while we are resolving this query for you.
Regards
The Bonitas Team
The Bonitas Team
Bonitas Medical Fund's reply27 Sept 2019, 14:03
Official
Hello Muhammad,
As per our telephonic conversation your query is still being investigated and we will keep you updated until the matter has been resolved.
We appreciate your patience while we are resolving this query for you.
Regards
The Bonitas Team
The Bonitas Team
MA
Muhammad A's updateReviewer Update
13 Oct 2019, 20:24Its been almost 3 weeks since this issue was raised. The matter was escalated and yet to be resolved. Somehow it does not surprise me. Despite raising this on HelloPeter, I am still waiting for this to matter to get the attention it deserves!!!!
MA
Muhammad A's update13 Oct 2019, 20:24
Reviewer Update
Its been almost 3 weeks since this issue was raised. The matter was escalated and yet to be resolved. Somehow it does not surprise me. Despite raising this on HelloPeter, I am still waiting for this to matter to get the attention it deserves!!!!
Bonitas Medical Fund's replyOfficial
14 Oct 2019, 11:43Hello Muhammad,
Thank you for submitting a comment to us through Hellopeter.
According to the email communication with our representative, we hereby confirm that your concern has been addressed and this matter has now been resolved.
As Bonitas we strive to give the best customer service to our clients and appreciate it when you bring your concerns to our attention when we have failed to deliver this service.
We apologise for any inconvenience caused to you.
Thanks and regards,
Bonitas Team
Bonitas Medical Fund's reply14 Oct 2019, 11:43
Official
Hello Muhammad,
Thank you for submitting a comment to us through Hellopeter.
According to the email communication with our representative, we hereby confirm that your concern has been addressed and this matter has now been resolved.
As Bonitas we strive to give the best customer service to our clients and appreciate it when you bring your concerns to our attention when we have failed to deliver this service.
We apologise for any inconvenience caused to you.
Thanks and regards,
Bonitas Team
MA
Muhammad A's updateReviewer Update
15 Oct 2019, 12:28After 3 weeks of no response, not even an apology for the pathetic service. Solake Nobamba, You made huge promises on delivering service yet your service is far worse than those of your colleagues from the call centre. At least one does not have to wait 3 weeks and leave umpteen messages for you to call which you don't do either! Its been almost 2-months since we have done bloods and to date, the full amount hasn't been paid!!! Somehow this doesn't surprise me as the individual tasked with addressing HelloPeter complaints doesn't have what it takes to resolve such issues. Seriously, what does it take for Bonitas and you to do what you promise?????????????????????????????????????????????????????????????????
MA
Muhammad A's update15 Oct 2019, 12:28
Reviewer Update
After 3 weeks of no response, not even an apology for the pathetic service. Solake Nobamba, You made huge promises on delivering service yet your service is far worse than those of your colleagues from the call centre. At least one does not have to wait 3 weeks and leave umpteen messages for you to call which you don't do either! Its been almost 2-months since we have done bloods and to date, the full amount hasn't been paid!!! Somehow this doesn't surprise me as the individual tasked with addressing HelloPeter complaints doesn't have what it takes to resolve such issues. Seriously, what does it take for Bonitas and you to do what you promise?????????????????????????????????????????????????????????????????
MA
Muhammad A's updateReviewer Update
30 Oct 2019, 11:33Very often we object when provided with poor service, in the same vain we should acknowledge service excellence when received.
As such, I would like to commend Lebo Morobane from Bonitas who took the bull by the horns and resolved 3 pending issues (2 issues persisting for over 1-month and 1 outstanding for over 2-months). Whatever he promised to deliver on, he did so in his actions. This is a perfect example of customer service and most of all the agents I have interacted with at Bonitas will do well to learn from this.
Thank you once again Lebo to have done what no other from Bonitas have done. Although this is to commend you on your service excellence, at the same time it should serve as example of things should be handled in an ideal world regarding claims processing. One should not have to go through the extent to which I have to get claims settled and had it not been for the waiting periods, these claims would have been incorrectly paid from the savings benefit thereby creating further discontentment.
I just hope that the claims department scrutinize this case to see exactly where it went wrong and how it could have been done differently to ensure efficient processing of the claims from the correct benefit within the appropriate time-frame and the same time to ensure that it does re-occur in the future.
THANK YOU once again Lebo, hope that your spirit and work ethic spread to others in your organisation
Regards
Muhammad
As such, I would like to commend Lebo Morobane from Bonitas who took the bull by the horns and resolved 3 pending issues (2 issues persisting for over 1-month and 1 outstanding for over 2-months). Whatever he promised to deliver on, he did so in his actions. This is a perfect example of customer service and most of all the agents I have interacted with at Bonitas will do well to learn from this.
Thank you once again Lebo to have done what no other from Bonitas have done. Although this is to commend you on your service excellence, at the same time it should serve as example of things should be handled in an ideal world regarding claims processing. One should not have to go through the extent to which I have to get claims settled and had it not been for the waiting periods, these claims would have been incorrectly paid from the savings benefit thereby creating further discontentment.
I just hope that the claims department scrutinize this case to see exactly where it went wrong and how it could have been done differently to ensure efficient processing of the claims from the correct benefit within the appropriate time-frame and the same time to ensure that it does re-occur in the future.
THANK YOU once again Lebo, hope that your spirit and work ethic spread to others in your organisation
Regards
Muhammad
MA
Muhammad A's update30 Oct 2019, 11:33
Reviewer Update
Very often we object when provided with poor service, in the same vain we should acknowledge service excellence when received.
As such, I would like to commend Lebo Morobane from Bonitas who took the bull by the horns and resolved 3 pending issues (2 issues persisting for over 1-month and 1 outstanding for over 2-months). Whatever he promised to deliver on, he did so in his actions. This is a perfect example of customer service and most of all the agents I have interacted with at Bonitas will do well to learn from this.
Thank you once again Lebo to have done what no other from Bonitas have done. Although this is to commend you on your service excellence, at the same time it should serve as example of things should be handled in an ideal world regarding claims processing. One should not have to go through the extent to which I have to get claims settled and had it not been for the waiting periods, these claims would have been incorrectly paid from the savings benefit thereby creating further discontentment.
I just hope that the claims department scrutinize this case to see exactly where it went wrong and how it could have been done differently to ensure efficient processing of the claims from the correct benefit within the appropriate time-frame and the same time to ensure that it does re-occur in the future.
THANK YOU once again Lebo, hope that your spirit and work ethic spread to others in your organisation
Regards
Muhammad
As such, I would like to commend Lebo Morobane from Bonitas who took the bull by the horns and resolved 3 pending issues (2 issues persisting for over 1-month and 1 outstanding for over 2-months). Whatever he promised to deliver on, he did so in his actions. This is a perfect example of customer service and most of all the agents I have interacted with at Bonitas will do well to learn from this.
Thank you once again Lebo to have done what no other from Bonitas have done. Although this is to commend you on your service excellence, at the same time it should serve as example of things should be handled in an ideal world regarding claims processing. One should not have to go through the extent to which I have to get claims settled and had it not been for the waiting periods, these claims would have been incorrectly paid from the savings benefit thereby creating further discontentment.
I just hope that the claims department scrutinize this case to see exactly where it went wrong and how it could have been done differently to ensure efficient processing of the claims from the correct benefit within the appropriate time-frame and the same time to ensure that it does re-occur in the future.
THANK YOU once again Lebo, hope that your spirit and work ethic spread to others in your organisation
Regards
Muhammad