1 reviews | Active since Nov 2022
BONITAS Submission of claim processing - Poor service delivery
If I could, I would rate ZERO.
The problem with BONITAS support on claim processing is in my view suitable staff. who understand processed. This requires to read the supporting documentation and to respond with standard sentences adds no value. to BONITAS and the client. Why consultants can't call the customer, if the don't understand the submitted claim, I wouldn't know. There is also no management esclation process in place and looks to me consultants to whatever they want, but not involving management, nor providing customer care. Don't know, if the consultants are a call center and not based in South Africa.
I have submitted a claim to BONITAS as in June 2022 Bonitas system was offline for weeks. Hence I prepaid prescribed medication and paid in cash to pharmacy. Then I claim back from BONITAS. The history records show, that prescribed medication was processed in May & July 2022 and June 2022 is missing for obvious reasons. I porvided them with feedback with the codes as per history records, explained no doctor's visit as prescription (which I attached) with the claim, no dental claim. It proves, that no consultant really read the supporting information and a "hush-hush" response, which is of no added value. This outstanding reimbur*****t of medical claim is now 5 months old (June-November 2022) and still no end in sight.
Management should manage their staff and have an escalation process in place to improve services. If consultants to not escalate, management will never find out, what goes wrong. Quite disappointing to see, how BONITAS treats their customers and no service delivery. The monthly premium BONITAS takes, but if it comes to service delivery, nowhere to be seen and you are on your own.
Thank you for notifying us of your complaint. We are so sorry to hear about this, we are glad that you brought this to our attention to resolve.
Kind Regards
Thank you for notifying us of your complaint. We are so sorry to hear about this, we are glad that you brought this to our attention to resolve.
Kind Regards
e-communication processes at BONITAS are flawed and excuses after excuses. I read them all, from cannot open attachments in email, cannot open PDF, must send JPG, I must provide tariff codes and that all because BONITAS online system was down for weeks in June 2022.
There is a no care attitude and one can request a call or escalation to management to resolve problems, but it never happens.
5 months later still waiting for reimbur*****t of prepaid prescribed monthly medication !!!
If all time wasters in the claim processing can be eliminated, that would be time and cost saving for both parties and less frustration.
I would like to see the job description of the claim department staff.
I wouldn't expect "delay processing of claims and payments" or "frustrate clients as much as you can", but it appears to me, that's the way customers are treated.
"Customer service" and "how can I help you" would add value.
e-communication processes at BONITAS are flawed and excuses after excuses. I read them all, from cannot open attachments in email, cannot open PDF, must send JPG, I must provide tariff codes and that all because BONITAS online system was down for weeks in June 2022.
There is a no care attitude and one can request a call or escalation to management to resolve problems, but it never happens.
5 months later still waiting for reimbur*****t of prepaid prescribed monthly medication !!!
If all time wasters in the claim processing can be eliminated, that would be time and cost saving for both parties and less frustration.
I would like to see the job description of the claim department staff.
I wouldn't expect "delay processing of claims and payments" or "frustrate clients as much as you can", but it appears to me, that's the way customers are treated.
"Customer service" and "how can I help you" would add value.