Bonitas lack of communicationa dn incompetence annoying

I went to go see a GP last week and paid cash for the consultation, I then tried to claim a refund of this from my medical aid. I had sent an email on the 10th of May with documents required for my claim. The lady who was on the phone then had a look at my case and told me that my statement was missing a tariff code. I asked her why they were silent this whole time (for 8 days) and I was told it's because they are still within SLA. On the Bonitas website it is stated that claims are paid weekly, to a normal person this means that they will be paid a week after they submit their claim so may Bonitas please explain what they mean by "Claims are paid weekly"? May Bonitas please also inform people of what SLA times for a person to receive a response are. I think Bonitas needs to start communicating to clients whenever we send emails as it seems our emails go into a black whole and never get responded to. This not the first time I am experiencing this.

I had another issue when I changed plans at the end of last year, I visited an specialist and the specialist couldn't claim because my "medical aid number" changed. This was not communicated to me and I had to request an email specifying this, it is now May and I still do not have my new medical aid card, I have to always go back to that email showing my medical aid details in order to get a consultation with a specialist, I once had an incident where a specialist would not treat me because they would not accept an email saying that I am a member, this did not suffice as proof of my membership.