Bonitas Incompetence

Bonitas is quick to take your member contribution but when it comes to claim payment queries, they are ***********.

Phoned in on 18 October 2022, with reference number 181022QBHL7S regarding a short payment on a pathology oncology claim. First the service advisor transferred me to the oncology department as she said she doesn't work with oncology claims, the oncology service advisor where very helpful and advised that the pathology claim should have been settled in full. He then proceed to go beyond his duties and contacted the same claim service advisor and explained to her that claim should be resubmitted for payment of the shortfall. This would have taken 10 working days i.e. to be sorted by 1 November 2022.

Phoned in this morning only to discover that the feedback was already given on 24 October 2022 with no one contacting me to advise as to the outcome. The service advisor was not willing to assist me any further, she only kept repeating the feedback. I asked to speak to a superior and after 35 minutes of holding, she advised that she will refer the claim to the clinical department for review - why could she not have done this at the beginning of the conversation?

Now the clinical department has another 10 working days to respond - reference 041122QD6TJ8.

I wonder what Bonitas would do if I postponed their payment with 20 working days? O, I know - they will cancel my membership immediately.