Bonitas Medical Aid / Tendahealth worst service ever

On the 7th of June 2023 I app**** to become a member of Bonitas Medical Aid, the Primary Option with a premium of R 4970 per month for me and my husband. Shane from Tendahealth took my call and assisted me to become a member. He asked for Membership Certificates from previous medical funds. I've submitted what I had but he did not inform me that he did not receive everything and I did not know that. Then on 29 June, I've realized that the premium will have to go off on 1 July but I don't know if we are approved or what the premium is. I emailed him and only on 29 June that same day I received notification that we were approved but I noticed that we were penalized and have to pay R 6220 in stead of R 4970. Immediately I asked him to stop the application and the premium because we cannot afford it. We were also told that we have a 3 month waiting period from 1 July.

Shane did not reply. On 1 July an amount of R 7460 was deducted off my bank account. I immediately contacted tendahealth. He phoned Bonitas while I was on the line. The lady he talked to did not know what to do nor did she understand the problem. I was told to apply for a cheaper option. Nothing happened. Then I enquired again and he said he have sent me a change of plan option form which he didnt because I received a new application form and not a change of plan option. Nothing happened again. Then on 1 August Bonitas deducted 2 x R 6220 from my bank account.

I then contacted Bonitas and talked to the complaint section. The lady there did not believe me and said she is going to go through the phone calls and the emails. She asked me to submit a police afidavit and that I must mention that we were on a fund from 1989. We did that. Bonitas then send me a mail and denied the police report. I then contacted another broker to try and sort this out. Today is the 29th of August. Our benefits are suspended. We have to make a double payment on 3 September (but we still don't know the premium). Or we have to terminate the fund and apply again which will put us in another 3 month waiting period.

The whole situation is because Shane from Tendahealth did not tell me he is awaiting more benefit certificates, he did not tell me what the premium will be and Bonitas deducted the wrong amounts and since that Shane, nor Bonitas tried to help us to solve the problem. Now we are still not covered and we are in a difficult financial position as we are "behind" with premiums and no cover at all. And they just don't care. No one till this day have contacted me and asked me if the problem was solved. I am trying to get it solved. My complaint is going to the Ombudsman too.

Worst service and assistance ever.