Bonitas refuses to render services paid for

On 11/04/2026 my fiance fell off a step of about 30-40 cm. He injured his ankle wich immediately started swelling up to about twice the normal size and turned a lovely shade of blue/ purple.

We realized that this is not a good sign, and he was taken to casualties by ambulance within an hour.

. The casualty department was absolutely wonderful, went the extra mile, and determined he had multiple severely torn ligaments in the foot.

About a week later, the claims started coming in, and we realize that the visit was paid from our day to day benefits, and not from the 2 casualty visits we are alotted per year on our option. . After a query was logged woth Bonitas, a reply was received that the incident was paid from our day to day benefits for two reasons: 1. It does not classify as an emergency, and 2. We did not request authorisation to use a casualty visit.

In a follow up up email I requested the following information from Bonitas: 1. What is their definition of an emergency. 2. What is the so called codes submitted to them that excludes this as an emergency, and 3. What procedure is to be followed in order to obtain authorisation for an emergency visit.

Two days after this Email, I received a reply that the query was now been resolved and query resolved.

No phone calls, no follow up email, no further communication.

This is extremely disappointing as we as consumers pay for services included in our options, that Bonitas is refusing to render. Furthermore, they do not communicate clearly with their customers, and flippantly dismiss queries without even once communicating with their clients.