Bonitas poor / non existent service for Authorisations

My complaint regarding the extremely poor service I have received while attempting to obtain authorisation for a medical procedure for my wife.

Since 27 May 2026, both the hospital and I have been trying repeatedly to obtain the required authorisation from Bonitas for a procedure scheduled to take place on 4 June 2026. Despite numerous calls and follow-ups, the authorisation has still not been provided.

The issues experienced include:

Excessive call waiting times, often exceeding one hour before reaching an agent.

Calls frequently disconnecting while speaking to consultants.

Failure by Bonitas to return calls despite having all my contact details from the authentication process.

Being routed through the authorisation option only to reach agents who are unable to assist with authorisations.

Being transferred multiple times between agents, with each consultant advising that they cannot assist and placing me back into lengthy queues.

Repeated promises of callbacks that have not been honoured.

Today, I spoke with a consultant named *****ba. After I explained my frustration and the urgency of the matter, she advised that she would transfer me to someone who could assist. I was then transferred to Terry, who took down my details, acknowledged the urgency of the matter, and assured me that she would contact me and resolve the issue. To date, I have received no callback, no update, and no authorisation.

I specifically explained that my wife is scheduled to undergo the procedure on 4 June 2026 and that the authorisation is required urgently. Despite this, no meaningful assistance has been provided.

In an attempt to avoid further delays, I also tried obtaining the authorisation through the Bonitas mobile application. However, following recent updates to the application, there appears to be no option available for submitting or obtaining this authorisation online.

The level of service received is unacceptable. The lack of responsiveness, poor call management, repeated transfers, and failure to provide assistance have caused unnecessary stress and uncer*****y at a time when my wife requires medical treatment.