Claims paid from members savings

Blood tests were paid from members savings when they were supposed to be paid from benefits.

According to the BonClassic brochure for 2022, Out of Hospital benefits for "X-rays and Blood Tests" are covered up to R3410 per beneficiary.

One agent advised the payment was made from savings because "...the pathology benefit was depleted."

When asked for proof of this, another agent rep**** "..pathology does not have a separate stand-alone benefit."

Yet another agent, rep**** by merely restating what I already stated in my email.

A fourth agent has now rep**** that the claim has been sent to claim assessments which could take TWENTY (20) days. Twenty days to process a claim which is clearly stated as a benefit in the 2022 brochure.

How many other members (especially our elderly and retired) are given the run around by Bonitas? Many won't have the resources to constantly follow up on their queries when given conflicting answers by Bonitas.

I have experienced numerous times in 2022 where claims were paid from savings when they should have been paid from benefits - they did this recently with a PMB claim which had to be reprocessed to be paid from benefits.