Bonitas Medical Aid – Extremely Disappointing Service

# Bonitas Medical Aid – Extremely Disappointing Service

I am a Bonitas Medical Fund member on the Primary option and am extremely disappointed by the manner in which my pre-authorisation for surgery has been handled.

I consulted my orthopaedic surgeon on **26 August 2026**, following a thorough examination and review of X-rays of my left wrist and right shoulder. Based on the clinical findings, surgery was scheduled for **2 September 2026**.

Instead of receiving a clear and timely authorisation, I only received feedback on **Friday, 5 September at 16:00**, after my scheduled surgery date had already passed.

The initial response approved some procedures while declining others. I was then informed by the hospital that **Bonitas would not cover the internal prosthesis** required during the operation. I immediately confirmed that **I would personally pay for the prosthesis**, and this confirmation was provided to Bonitas in writing.

Despite this, I subsequently received another notification stating that **my entire authorisation had been declined because the service or treatment is not covered under my current benefit plan**.

This explanation simply does not make sense.

The issue was never that the prosthesis would be paid for by Bonitas. I accepted responsibility for that cost myself. The procedures themselves are covered under my plan, and the hospital confirmed that Bonitas had been informed that I would be paying for the prosthesis privately.

Why then was the authorisation declined on the basis that the treatment is "not covered"?

As a paying member, I expect transparent, accurate and clinically sound decisions—not contradictory responses that delay medically necessary treatment.

Because of this confusion and poor administration, my surgery had to be postponed and has now been rescheduled for **9 September 2026**. This unnecessary delay has caused significant stress, inconvenience and uncer*****y.

I expect Bonitas to provide a full written explanation for the basis of this decision and to urgently review the authorisation before my rescheduled procedure.

Should I not receive a satisfactory explanation or resolution, I will have no alternative but to escalate this matter by lodging a formal complaint with the **Council for Medical Schemes**.

I sincerely hope Bonitas will resolve this matter promptly and demonstrate the level of service that its members deserve. Merle Davies