Bonitas always terrible but getting worse by the day

The following is an email I have sent to Bonitas regarding their disgusting and worsening service Although this email refers to two claims ie your reference M *** and *** plus another claim from Ampath which I am sure you will treat in the same manner.

As your staff are obviously not trained and have no idea of how to check records I am going to detail the whole process of my wife’s since diagnosis of breast cancer.

1. My wife went for a routine mammogram test on the 2 April and the the****** was not happy with the results. She had to have a ultrasound scan by Kauffman and Partners. And as the doctor was not happy a biopsy was performed. The approval from Bonitas was obtained from Bonitas by Kauffman before the process was completed. 2. Unfortunately both our GP ( Dr cook ) and my wife’s gynaecologist were on leave following the Easter Weekend and my wife could only see our surgeon on Friday the 12 April. He considered the operation so urgent that it was planned for the 16/17 of April. 3. Although everyone else considers all cancers to be urgent , that is except Bonitas as the initial email stated pending. I phoned Bonitas to get approval for the operation on the 12/4 and gave the details to obviously a trainee. At 16:00 the phone line was cut off whilst I was still on the phone. This is because your office hours are until 16:00 hours , obviously does not matter that a customer is speaking on the phone. 4. On the 13/4 I received an email from Bonitas advising that the procedure was not attached. I could not open the attachment open the attachment as Bonitas had the incorrect ID number for my wife on file. ( Despite me sending copes of my wife’s ID to Bonitas over that weekend I continued to receive emails with the wrong ID number. In all over 50 emails were sent and received( that I could not open) because of the wrong ID number quoted by Bonitas. 5. On the 15/4 my wife went for her preadmission examination and I went to the hospital and advised them that Bonitas had still not authorized the procedure and advised that I would try to cover the costs using my credit card. The women handling this at the Life Hospital got hold of Bonitas and after several hours got the authorization. 6. On the morning of the 16/4 my wife was admitted and the procedure was performed successfully with the malignant lump being removed from her breast. The surgeon advised my wife that she must wear a special bra for 24 hours per for 3 months. This bra was fitted and supp**** in hospital. This bra ( your reference M***) cost R 2553,47 and Bonitas paid R310,97. Where can you obtain any bra and have it fitted for R310,97 never mind a special Breast Support Bra. In addition one of the reasons given was that we had run out of benefits. This bra was supp**** and fitted in hospital and should come from hospital benefits. 7. I registered my wife on the Bonitas cancer plan and this was acknowledged 8. After a few weeks and a second visit to our surgeon my wife was told to visit an oncologist who specialises in breasts for further examination. He then prescribed radiation by Kauffman. The breast mapping was planned for the 16/5. Authorisation was requested and obtained from Bonitas and approved by Bonitas on the 15/5 with authorisation number ***8. 9. On the 16/5 we received an email from Bonitas advising that zero would be paid as the procedure had not been approved. This is despite you authorizing the procedure on the 15/5 with authorization number ***8. 10. Although we have not received any notice from Bonitas yet I feel sure that the invoice you receive from Ampath Labs for blood tests will also be rejected. 11. Your approval clearly states CT Planning study for radiotherapy. Part of this planning involved the injecting of a very strong dye into the arm so that the mapping with a CT scan can begin. As this is a very potent dye a blood test is required to ensure your kidneys can handle the dye. This totally normal blood test for CT mapping was done by Ampath labs. Although this is normal, as stated earlier I am sure you will reject the claim by Ampath labs. 12. Most people including doctors, surgeons etc regard cancer as very serious and urgent. It is obvious that Bonitas staff do not, probably due to lack of training. Also it seems that Bonitas just like to add to all the stress right from having the wrong ID number on record ( how do you explain this as we have unfortunately been with Bonitas for over 20 years and they have always got my wife’s ID number correct before. Also the only reason I am still with Bonitas is because I am retired and my ex employer pays part of my medical aid contributions. 13. I look forward to receiving the rejection of the claim from labs from Ampath Labs by Bonitas plus the most frustrating, uncaring service one could obtain. 14. What amazes me is that you advertise on TV as if you are so organised and caring yet in real life you are the most uncaring and disorganised company I have ever dealt with. 15. Look out for my review on Bonitas on HelloPeter as hopefully it might discourage some potential customers that are given false impressions by your TV adverti*****ts.