Bonitas Medical Fund not adhering to their own Service Standards

Hello Peter,

I have been a member of Bonitas Medical Aid since 2004.

This year I took my daughter for an Orthodontic Treatment and Bonitas Medical Fund agreed to cover 49% as per the medical benefits. The agreement with the Orthodontist was that a deposit of +/- R6500 was to paid before commencement of the treatment and I was to claim from Bonitas and that subsequent instalment will be paid from my bank account and I will claim from Bonitas Medical for the duration of the agreement i.e 14 months.

The treatment commenced in September 2018 and I submitted the claim to the claim department indicating the bank account into which the claim should be paid. I was latter informed that the claim was paid into a savings account which I no longer use (which was not on the email). Through enquiries with Denis and Bonitas I was informed that I need to complete banking details change form and attach the ID Book and the latest bank account which I did on the 7th of November 2018. I was informed that the Turnaround time to effect the changes on their system is 3 working days. I waited and I kept on making follow up calls to determine the status and I was informed that they are attending to it.

Last week I made follow up again and I was informed that the call has been cancelled with no action. I asked reasons and I was informed that the ID book was not attached and Informed the Call Centre Agent that the ID Book together with the Form and Bank statement were previously relayed.

I was advised to resend so that the call can be reopened of which I sent together with the form I initially sent and I also generated latest bank statement and attached to the email.

Today 11/12/2018 I called and still the call has not been resolved.

I am appalled at the treatment I received from Bonitas Medical Aid as this is affecting my finance negatively i.e currently my bank account is in red and I need to claim +/- R11,000 for the deposit made in Sept, Instalments for Oct an Nov 2018 and their delay may affect my turnaround time (4 months from the date of treatment) for submission of subsequent claims .

I want an action to be taken ASAP.

I will also take this matter further with the Council for Medical Funds.