Complaint – Out-of-Pocket Costs on BonStart Find Plan Despite First Claim

I am writing to express my deep frustration and disappointment with the BonStart Find plan. My children pay R2,621 per month for my cover — I am a SASSA pensioner, and every cent counts in our household.

Recently, I experienced inflammation in my arm and visited a doctor who is part of your network (Bonitas panel). Despite following the proper channels, I had to pay:

R121 for the consultation

R500 for prescribed medication

This was the first time I have ever claimed from Bonitas. I expected that, after months of contributions, I would be supported in my time of need — not handed unexpected expenses that I cannot afford.

This situation is unacceptable. As a pensioner on SASSA, I cannot cope with such surprise costs. I chose a doctor from your network and expected the medication to be covered or at least explained. No one informed me of co-payments or limitations on medicine.

Please explain:

1. Why was I charged R121 at a Bonitas-approved doctor?

2. Why did I have to pay R500 for medication — it was at the pgarmacy approved by bonitas start

3. Why is this happening on my first claim, despite consistent monthly payments? If this is how BonStart Find treats its members, I will have no choice but to escalate this to the Council for Medical Schemes and warn others not to fall into this trap.

I look forward to a written explanation, and ideally, a refund or credit toward my account. Regards, M Texeira ***