Bureaucratic and unfriendly client service

I am absolutely exasperated in terms of dealing with Bonitas most unfriendly and bureacratic service. Their call centre client service leaves a lot to be desired, when you eventually get through to speak to a human and as is my experience on a number of occasions, their call centre agents do not give you all the information as has been evidenced by an apology call. Their Whatsapp communication option, is frankly a waste of time and energy. I had occasion to wait more then three hours in the queue to get assistance and you have to have to constantly check your phone as it counts down, as in my case I left my phone for literally 5 minutes and as I was not there to respond immediately they cancelled my call. Not a great option in response to an alternative to the call centre, I am afraid. The other most frustrating component with Bonitas in dealing with dental claims is that it is a separate entity so queries cannot be dealt with in one central point and on getting follow up information, the left hand does not know what the right hand is doing. Not very client friendly On the 28th December, we submitted a dental claim for some fillings, indicating that the provider was to be paid. On the same day we got a response to please provide proof of payment to the supplier in total contradiction to the instruction that the client is to be paid. For this I insisted on communicating with call centre was requesting an e mail apology. On the 11th January 24, we received a reply to the claim lodged on 28th December 23 indicating a code 700 for two fillings effected by the dentist, meaning '700 : BENEFIT FOR THIS PROCEDURE IS NOT AVAILABLE ON THIS MEDICAL SCHEME OPTION OR PRACTICE TYPE OUT OF SCOPE' On investigation with dentist, they checked the codes and the procedure is a standard one in terms of attending to fillings with a resin composite which minimizes the metal components of the old amalgams. Quite standard these days I am ked to believe as well as supported by google information. The point however is we are on the Bonsave (Savings) option so if anything these items should be paid out of the savings benefit to which there is availability. I e mailed Denis the dental arm on the 12th January to which I have received no response to date. Accordingly I lodged a complaint on Monday morning 15th January and received a response to my complaint, this morning the 19th ,where the matter was just referred backed to Denis and I should take the matter up with them. Most frustrating to deal with this absolute bureaucracy. I can only but scratch my head that they were voted the top medical aid by News 24 for 2023. I am just exasperated!