BONITAS PATHETIC CUSTOMER SERVICE

Bonita’s medical aid pathetic customer service!

I took my son for a doctors consultation at Germiston Medicross on the 8th of April 2019 and again on the 24th of April 2019. I received a sms from Medicross on the 9th April 2019 to inform me of a short/non-payment of R196.40 and again on the 26th April 2019 of an amount of R379.10 which adds up to a total of R575.50 that I needed to pay. I contacted my medical aid, Bonita’s, on the 26th April 2019 to enquire as to why these amounts were not paid. The first consultant I spoke to, ref nr 260419QDHG3G, informed me that I did not have any funds available on my Consultations & visits – GPS. After checking my monthly statement I informed him that according to what I can see there is enough funds to which he rep**** that he can see that on his side as well and that he would sent the claims through to their Claims department to be processed. I asked him how long that would take as I won’t be able to consult the doctor again until this amount has been settled to which he rep**** that I will receive a notification as always to inform me that it has been finalised.

Today, a month later I still haven’t received ANY feedback so I contacted the medical aid again to find out how far my query is as I need to visit the doctor soon for a new script for my chronical medication as I am diabetic. So, the first consultant I spoke to ref nr 290519QFZYPX informed me that my query has not been processed and asked me to hold the line while he speaks to the Claims department. When he got back to me I was told that there was no practice number on my application for the doctor I consulted and that I needed to get the number from Medicross and provide them with it which I then did. I called back and spoke to the 3rd consultant ref nr 390519QG00BH just to be informed that me that because there was no practice number for the doctor I have selected om my application the consultations were paid for from the Consultation – GP- Non Network, which is now exhausted and therefore I am liable for paying the amount of R575.50 as the doctor I have selected and who’s practice number I now had available would only be covered from the 1st June 2019 and that the previous claims cannot be back dated.

I just feel that had the FIRST consultant directed me correctly as to what to do and what was needed to process this claim or why it wasn’t processed, this would have been resolved a month ago but I NEVER got ANY notification from them informing me that I need to supply them with a practice number and this being the reason my claim had not been paid or this being the reason why previous consultations was taken from my Non Network funds. Furthermore I think it is terrible customer service as it seems these consultants don’t know how to correctly assist their clients because I was told 3 different stories by 3 different people and when asking the last consultant why the first 2 had different stories and why they couldn’t have told me this from the beginning her response was that she does not know but apologises. This is TOTALLY unacceptable and I feel that they should be held liable for this said amount because if I was informed from the BEGINNING that the practice number was outstanding on my application form this could have been avoided from the word go.

Contact number: ********** Bonita’s Medical Aid Number: ********** 5204 ID Number: 781 ********** 08 1