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GILDA C

1 reviews | Active since Nov 2017

10 May 2023, 08:21

Complaint : Member Number *** : Appalling Service

I have submitted a claim for my daughter's anaethetist - as Bonitas and DENIS denied my claim for her treatment upfront - even though I had close to 15K in Savings - transferred from my previous medical aid. If I wasn't contributing close to 5K p/m for medical aid, I would have had the funds to pay for her procedure, but was forced to do it from my disposable income. My last root canal took 3 months to get paid - I started the process of notifying my medical aid months in advance about my daughter's procedure after my last experience with them, yet: more of the same. I am locked in with them for a year due to my Employer, else I would have switched ages ago. Please attend to my Query (which is being ignored) as a matter of urgency. They donlt even have a Complaints Division: their e-mails list hellopeter as a Complaints line - speaks volumes in itself.

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Replies (3)
Bonitas Medical Fund
Bonitas Medical Fund's reply10 May 2023, 08:42
Official
Hello GILDA C
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. We will investigate this matter.  We appreciate your patience while we are resolving this query for you.
Kind Regards

Bonitas 
GC
GILDA C's update10 May 2023, 09:05
Reviewer Update
I logged a call and was advised that the claim was forwarded to DENIS (your Dental Admin Dept and was given the number ***- which doesn;t work) on 6th of May. I eventually reached DENIS and was advised that they have not received any claim and that I should have notified them. WHY? I am a Bonitas member (unfortunately) - not a DENIS member. Now I have to wait a further 7-14 days for my refund to be processed (maybe - if they feel like it). I am NOT prepared to wait another 2 weeks - when 5 BUSINESS DAYS have already elapsed since submitting my claim. Please escalate and prioritise as a matter of urgency.
Bonitas Medical Fund
Bonitas Medical Fund's reply11 May 2023, 15:27
Official
Hello GILDA C Thank you for submitting a comment to us through Hellopeter. According to the email communication from DENIS, we hereby confirm that your concern has been addressed. We are awaiting the required documents to process the claim from your savings. As Bonitas we strive to give the best customer service to our clients and appreciate it when you bring your concern to our attention when we have failed to deliver this service. We apologise for any inconvenience caused to you. Regards Bonitas Team