JJ
Jacqui J
1 reviews | Active since Jun 2024
06 Oct 2025, 11:06
Bonitas Medical Aid: A Masterclass in Customer Neglect
Bonitas Medical Aid: A Masterclass in Customer Neglect
After months of back and forth, endless emails, and zero meaningful support, I can confidently say that Bonitas has perfected one thing: making their clients feel unheard, dismissed, and abandoned.
Despite providing every document requested, following every instruction, and waiting patiently, my family’s legitimate claim (***) has been mishandled from start to finish.
Claims were processed outside their own stated validity period without explanation.
Their team has recorded false information about medical equipment we do not even own.
We have been blocked from speaking to anyone except a single contact who is either unavailable or unresponsive. This has effectively trapped us in a communication loop with no resolution.
When you pay monthly premiums, you expect basic customer service. Instead, we have encountered delays, misinformation, and a complete lack of accountability. This is not just poor service. It is systemic neglect.
If this is how Bonitas treats long standing members trying to resolve a straightforward claim, it raises a serious question: 👉 What happens when you truly need them in an emergency?
Bonitas, you have lost our trust. Judging by similar stories I have heard, we are not alone.
#Bonitas #BonitasMedicalAid #CustomerServiceFail #HealthcareAccountability #DoBetterBonitas
Helpful (0)
Replies (9)0
Replies (9)
Bonitas Medical Fund's replyOfficial
06 Oct 2025, 11:42Hello Jacqui
Thank you for bringing this to our attention. We’re sorry to hear about your experience and appreciate you reaching out.
To assist you further, kindly provide your membership number or the ID number of the principal member privately. This will help us investigate your enquiry while ensuring your personal information remains protected and is not visible on this public forum.
Kindly note that the query reference number provided is invalid.
Kindly note that the query reference number provided is invalid.
Kind regards,
Bonitas Team
Bonitas Medical Fund's reply06 Oct 2025, 11:42
Official
Hello Jacqui
Thank you for bringing this to our attention. We’re sorry to hear about your experience and appreciate you reaching out.
To assist you further, kindly provide your membership number or the ID number of the principal member privately. This will help us investigate your enquiry while ensuring your personal information remains protected and is not visible on this public forum.
Kindly note that the query reference number provided is invalid.
Kindly note that the query reference number provided is invalid.
Kind regards,
Bonitas Team
JJ
Jacqui J's updateReviewer Update
06 Oct 2025, 13:43I will not be replying privately any longer. Bonitas may no longer hide behind "privacy".
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JJ
Jacqui J's update06 Oct 2025, 13:43
Reviewer Update
I will not be replying privately any longer. Bonitas may no longer hide behind "privacy".
image.png 24.22 KBimage.png 50.72 KB
JJ
Jacqui J's updateReviewer Update
06 Oct 2025, 13:44image.png 94.14 KB
JJ
Jacqui J's update06 Oct 2025, 13:44
Reviewer Update
image.png 94.14 KB
JJ
Jacqui J's updateReviewer Update
06 Oct 2025, 13:46Your most recent communication indicates that Dis-Chem processed the claim, and that I now need to resolve the matter with them. This is incorrect. I have attached proof that the claim was rejected, which confirms that Dis-Chem did not process this claim successfully.
It is Bonitas who instructed me to obtain quotes with NAPPI codes and to follow your internal procedures. I comp**** fully with every requirement. The claim was then submitted and subsequently rejected, leaving me to pick up the pieces.
It is unacceptable that, after following Bonitas’ own process, I am now being told to resolve the issue with a third party. This is not a Dis-Chem issue. This is a Bonitas issue.
I am requesting the following:
- A formal written explanation for why Bonitas submitted a claim that was ultimately rejected.
- Confirmation of Bonitas’ accountability for resolving this matter, rather than deflecting it to Dis-Chem.
- A clear, written plan of action to rectify the claim and process it correctly.
I have spent significant time and energy following your instructions, only to be met with administrative errors, deflections, and a complete lack of ownership. This matter must be resolved by Bonitas, not passed around between parties. I expect a written response within five (5) working days. Should this not occur, I will escalate this matter to the Council for Medical Schemes. Sincerely,
J.P. Fouché
***
J.P. Fouché
***
JJ
Jacqui J's update06 Oct 2025, 13:46
Reviewer Update
Your most recent communication indicates that Dis-Chem processed the claim, and that I now need to resolve the matter with them. This is incorrect. I have attached proof that the claim was rejected, which confirms that Dis-Chem did not process this claim successfully.
It is Bonitas who instructed me to obtain quotes with NAPPI codes and to follow your internal procedures. I comp**** fully with every requirement. The claim was then submitted and subsequently rejected, leaving me to pick up the pieces.
It is unacceptable that, after following Bonitas’ own process, I am now being told to resolve the issue with a third party. This is not a Dis-Chem issue. This is a Bonitas issue.
I am requesting the following:
- A formal written explanation for why Bonitas submitted a claim that was ultimately rejected.
- Confirmation of Bonitas’ accountability for resolving this matter, rather than deflecting it to Dis-Chem.
- A clear, written plan of action to rectify the claim and process it correctly.
I have spent significant time and energy following your instructions, only to be met with administrative errors, deflections, and a complete lack of ownership. This matter must be resolved by Bonitas, not passed around between parties. I expect a written response within five (5) working days. Should this not occur, I will escalate this matter to the Council for Medical Schemes. Sincerely,
J.P. Fouché
***
J.P. Fouché
***
JJ
Jacqui J's updateReviewer Update
06 Oct 2025, 13:48Would you like proof of the rejected claim from Dischem? It has been sent through to you twice. I am happy to resend for the third time
JJ
Jacqui J's update06 Oct 2025, 13:48
Reviewer Update
Would you like proof of the rejected claim from Dischem? It has been sent through to you twice. I am happy to resend for the third time
Bonitas Medical Fund's replyOfficial
06 Oct 2025, 14:06Hello Jacqui
Thank you for bringing this to our attention.
To assist you further, kindly provide the correct reference number or your membership number this will help us investigate your enquiry.
Kind regards,
Bonitas Team
Bonitas Medical Fund's reply06 Oct 2025, 14:06
Official
Hello Jacqui
Thank you for bringing this to our attention.
To assist you further, kindly provide the correct reference number or your membership number this will help us investigate your enquiry.
Kind regards,
Bonitas Team
JJ
Jacqui J's updateReviewer Update
06 Oct 2025, 14:28Membership number: ***
Query number: 061025Q5KY8K
Query number: 061025Q5KY8K
JJ
Jacqui J's update06 Oct 2025, 14:28
Reviewer Update
Membership number: ***
Query number: 061025Q5KY8K
Query number: 061025Q5KY8K
Bonitas Medical Fund's replyOfficial
06 Oct 2025, 14:39Hello Jacqui
Thank you for submitting the details to us through hellopeter.
We will investigate this matter.
Thank you for submitting the details to us through hellopeter.
We will investigate this matter.
We appreciate your patience while we are resolving this query for you.
Kind Regards
Bonitas Team
Bonitas Team
Bonitas Medical Fund's reply06 Oct 2025, 14:39
Official
Hello Jacqui
Thank you for submitting the details to us through hellopeter.
We will investigate this matter.
Thank you for submitting the details to us through hellopeter.
We will investigate this matter.
We appreciate your patience while we are resolving this query for you.
Kind Regards
Bonitas Team
Bonitas Team
JJ
Jacqui J's updateReviewer Update
06 Oct 2025, 16:53Your team has just told me to go to Dischem and that it is my error. Dischem have confirmed, in writing that the error is Bonitas and that your team is obviously not trained well enough to know that a claim from JUNE that was cancelled at the same time, cannot be reversed in October. Amazing that you consider me to be the one who has to drive around ( 3rd time) to Dischem to confirm this. Let's clarify 1. Claim not confirmed 2. Claim cancelled as payment promised for BP monitor was not done 3. Re app**** after completing doctor's script. doctors letter, Health check, 2nd quote from Dischem, As of today, still no BP monitor for a client who has had a stroke and needs to be monitored. Are you prepared for the legal case when he dies?
JJ
Jacqui J's update06 Oct 2025, 16:53
Reviewer Update
Your team has just told me to go to Dischem and that it is my error. Dischem have confirmed, in writing that the error is Bonitas and that your team is obviously not trained well enough to know that a claim from JUNE that was cancelled at the same time, cannot be reversed in October. Amazing that you consider me to be the one who has to drive around ( 3rd time) to Dischem to confirm this. Let's clarify 1. Claim not confirmed 2. Claim cancelled as payment promised for BP monitor was not done 3. Re app**** after completing doctor's script. doctors letter, Health check, 2nd quote from Dischem, As of today, still no BP monitor for a client who has had a stroke and needs to be monitored. Are you prepared for the legal case when he dies?