BONITAS - PATHETIC CUSTOMER SERVICE!!!!

We have been with Bonitas since 2017. In Feb 2019 my husband had a sport injury and tore his ligaments.

The medical aid said they will not pay for the prosthesis which amounted to 30,985.39. To me it made no sense that they would not pay for this since it is necessary and not a cosmetic item. When I read through my benefits I learned that this is a PMB item and I sent all my paperwork in with a motivation from the doctor to *** on the 19th of March 2019. I received no form of feedback from Bonitas and after my second follow up on the 18th of April 2019 I was advised that I now need to e-mail my paperwork to a different e-mail address called *** which was sent on the 18/04/2019. Again I received no response or feedback from Bonitas, I again called to follow up on the 07/05/2019, I was told that they want the x-rays which I then sent on the 25/05/2019 as I had to request them from the radiologists. Again no feedback was received so I phoned again on the 12/06/2019 on which I was told they need 15 working days to provide me with feedback which was then 18/06/2019. On the 19/06/2019 I still received no feedback so I phoned again, first I was told they never received my x-rays I told them it was sent on the 28th of May 2019 they then located it and said I sent it to the wrong e-mail on which I advised that I was never told to send it any other place than the *** and I asked to speak to a senior person, I was put through to Siphiwe who then promised to give me feedback by 20 June at 12:00 (This call lasted 54 minutes on which I was placed on hold for more than 30 minutes). Needless to say I received no feedback and called Bonitas 20 June at 16:00, I was told Siphiwe was off sick and they can't give me feedback as the feedback is on his computer, I again requested to talk to a person that is more senior on which I was put through to Nqobani. Nqobani told me that there is nothing he can do they need to wait for Siphiwe to return to work and he promised he will contact me on 21 June before 09:00, again I received no call and I continued to call back on 21 June at 09:30, the operator answering told me he does not know a Nqobani so I was forced to ask for Siphiwe after holding for a while Siphiwe answered and told me they are awaiting feedback from the doctors there is nothing they can do, by now I am frustrated and advised that I will wait no longer as their deadlines are far overdue, no promises are kept and I am being **** to. I asked to speak to management and I was told they are in meetings and will not take my call, I asked at what time they will be done and I was told that no one knows after arguing the phone was just dropped on me.

I would not recommend Bonitas to anyone, their customer service is the worst I ever experienced and no one is willing or able to assist I will take this further to the medical ombudsman.