Bonitas failure to honour representations at sign-up – misrepresentation, deflection of responsibility, and breakdown of trust

We joined Bonitas Medical Aid (BonStart Plus plan) in August 2025 after careful consideration and comparison with other medical aids. We initiated the application via the Bonitas website and were contacted by a representative who completed our sign-up. At all times, we were under the clear and reasonable impression that we were dealing with a Bonitas-authorised and endorsed agent, acting on behalf of the Scheme.

After serving the 3-month general waiting period, we attempted to claim for chronic medication and were informed that cover was denied due to a 12-month condition-specific waiting period. This was never clearly disclosed at sign-up.

Our membership certificate explicitly states:

A 3-month general waiting period

A condition-specific waiting period for our chronic conditions, with an end date of 31/08/2026

I queried this wording at the time. The agent who enrolled us confirmed that this meant the chronic conditions were not included in the general waiting period, not that chronic medication would be excluded for a full year. This assurance was given during recorded calls. We re**** on this information in good faith when deciding to join Bonitas.

Had the position been explained correctly, we would not have joined the Scheme.

On 4 February 2026, my husband spent several hours on calls with Bonitas attempting to resolve this matter, resulting in lost income. On 5 February 2026, I contacted Bonitas myself. While the consultant (Matthew) demonstrated professionalism and understanding-thank you Matthew!-, response to the escalation to a Team Leader was delayed because they had someone at their desk. When Mohammed (Team Leader) eventually joined the call, the response was deeply dissappointing and concerning.

We were repeatedly told that if incorrect information was provided at sign-up, the issue was “between us and the broker” and not Bonitas’ responsibility.

This position is unacceptable.

From a customer, legal, and regulatory perspective:

The engagement originated via Bonitas’ own platform

The representative acted as a Bonitas-facing agent

Any failure in advice, disclosure, or explanation during onboarding is a matter of Bonitas’ internal governance, not the member’s burden

Deflecting responsibility in this manner is inconsistent with:

Treating Customers Fairly (TCF) principles

FAIS requirements relating to accurate, clear, and non-misleading information

The reasonable expectations of members engaging directly with a medical aid scheme

As a direct result of Bonitas’ failure:

We paid approximately R1,200 out of pocket for chronic medication. We will need to settle the doctors account out of pocket as well.

We experienced embarrassment at both the pharmacy and doctor’s rooms

My husband lost income while attempting to resolve an issue that should never have arisen

Most seriously, we believed we were covered. In the event of a medical emergency, this misunderstanding could have had severe consequences

Equally troubling is the absence of ownership demonstrated by the Team Leader. If Bonitas’ default response to legitimate disputes is to shift blame internally, it raises serious concerns about the Scheme’s integrity and future member interactions.

Required resolution:

Bonitas must honour the representations made at sign-up, waive the condition-specific waiting period for chronic medication, and immediately implement chronic cover as originally understood;

Bonitas must assign a named, senior contact with decision-making authority whom we can liaise with directly for any future issues, to restore a minimum level of trust and accountability;

A written confirmation of the above is required.

This complaint is being lodged because resolution attempts have failed. We expect Bonitas to act with integrity, take ownership of its onboarding processes, and resolve this matter without further deflection. Should this not be addressed by close of business 06/02/2026, escalation to the Council for Medical Schemes and other relevant regulatory channels will follow.