Deeply Disappointed

I have been a member of Bonitas for 18 years and, until recently, I was generally happy with the service. Over the years, I referred many family members and friends to Bonitas because I believed it was a reliable medical aid.

My concerns began when Bonitas moved members on the Primary option to Marara. Although I was not happy about the change, I was willing to give the new arrangement a chance. Unfortunately, I have experienced numerous problems since then.

There have been repeated delays in the delivery of my chronic medication, forcing me to purchase medication out of my own pocket to avoid interruptions in treatment. Given that some of my medications are essential and potentially life-saving, these delays are unacceptable.

Communication has also been extremely poor. Phone calls often go unanswered, emails are not responded to timeously, and obtaining assistance can be very difficult. In addition, medications are sometimes sent despite clear instructions that they are no longer required.

I have spoken to several friends and family members who are also Bonitas members, and many have reported experiencing similar issues. PHA is equally difficult to contact, making it challenging to resolve urgent medication-related matters.

After the transition to Momentum and PHA, Marara contacted me to advise that two of my long-approved chronic medications were no longer funded by the medical aid. These medications had been approved and funded for many years, making this change both surprising and concerning.

I have submitted prescriptions through both the app and email, yet responses often take weeks or even months. Moving such a large number of members to a new administrator and service provider appears to have created significant disruption and has left many members in a difficult position.

I understand that large-scale changes of this nature can involve teething problems. However, I believe the transition should have been implemented in a more staggered and controlled manner, possibly over a period of one to two years, rather than affecting such a large number of members simultaneously. This approach may have reduced the disruption and allowed issues to be identified and resolved before impacting so many members.

My health conditions already create a significant amount of stress in my daily life, even when my medical aid arrangements are functioning smoothly. The additional burden of having to chase medication deliveries, follow up on unanswered emails, and worry about medication funding has added unnecessary anxiety and uncer*****y.

Bonitas communicated this change to members with messaging that promised "Same Care, Better Service." Unfortunately, that has not been my experience. Since the move to Marara Pharmacy, and now through the latest transition, I have experienced the opposite. The level of service, communication, and reliability has deteriorated considerably compared to what I previously received.

While my 18 years with Bonitas have included both positive and negative experiences, I have never encountered problems on this scale. The previous administrator was far easier to deal with, and I personally preferred Pharmacy Direct as my designated service provider. Despite my reservations, I gave Marara an opportunity and remained patient throughout the transition.

However, my confidence in the current arrangement is rapidly diminishing. Delays in medication, poor communication, and funding uncer*****ies are not minor inconveniences—they directly impact members' health and wellbeing. For members with chronic and serious medical conditions, these issues can have potentially severe consequences.

I am deeply disappointed by the current situation and believe urgent intervention is required to restore the level of service that Bonitas members were promised and have come to expect.