Bonitas member's not priority but their premiums are.

As a member of Bonitas with quite an expensive option, I notice that we qualify for cancer assistance as per the description. I called Bonitas and enquired about this benefit. It was explained to me that we could register in the oncology program and that someone would call me with the details. I explained that we need at least counselling as my wife was diagnosed with colon cancer and that she is quite anxious about it. I was requested to get a letter from the doctor describing the prognosis which must be sent to an email address given. I did this immediately and mentioned the urgency as the surgery was scheduled in a weeks time. A few days later, I received no response and received no call as promised. I sent an email and reminders over a few day following asking for a response. My wife's surgery was postponed due to Covid and again I requested at least an acknowledgement on my emails. Still absolutely no response. I then posted a message on their Facebook page requesting access to their CEO, office of Lee Callakopen, as I am totally ignored as a member. My details was requested and promised that someone would call me. There was no response further from Facebook. After almost three weeks, I receive an email stated that I am now registered with the oncology benefit with a bit of explanation of what is available and that cancer counselling is not included, but no call from anyone as promised. I regard Bonitas as one of the best medical aids as claims were always sorted professionally but whenever trying to deal with a person, who are hidden by their call centre numbers, they are never to be found. I had the same problem with the diabetic program which took months before I received any sort of response. I cannot reach any of their management who are shielded by their systems who are not aware of the problems of their members which I find a real shame. I sincerely hope that there would be a serious response from this message, hopefully from management and not a consultant, which might be impossible