Deeply Disappointed – Misleading Information & No Accountability

To say I am beyond upset is an understatement.

My children and I have been loyal Bonitas members since 2021. Our payments have always been up to date, and I’ve trusted Bonitas to support us when it matters most. Recently, I was advised that my son needed to see an educational psychologist due to ongoing challenges at school. The assessment would help determine whether he needs to repeat Grade 1 next year.

I found a psychologist nearby who regularly works with Bonitas. Before proceeding, I did the responsible thing: I obtained her practice number, procedure codes, and a quote. Given the high cost, I called Bonitas on 1 October 2025 at 10h47 and spoke to Nqobile. I provided all the necessary details, and she confirmed that the procedure codes were covered under my plan:

Code 86205 – R1313.40

Code 86211 – R2745.80 I even clarified that each code would be billed twice, and she assured me that the codes were covered - how would I have these amounts??

Based on this confirmation, I went ahead with the appointments. But when the psychologist submitted the claims, they were rejected. I called Bonitas again on 27 October 2025 at 12h00 and spoke to Kagiso, who told me that my plan does not cover these codes. I asked for the voice recording of my initial call, and was told it’s not available—but a transcript could be requested, which would take 10–15 working days. What is the point of recording calls if they can’t be accessed? And how can I trust a transcript that could be edited?

Now I’m stuck. The psychologist won’t release the report until payment is made, and I have less than a month to make critical decisions about my son’s education. This is not just frustrating—it’s unacceptable.

Bonitas, is this really how you treat your paying clients? I trusted your advice and acted accordingly. Now I’m left with a financial burden and no support. Maybe it’s time to consider another medical fund—one that values transparency and accountability.

Reference numbers:

1 October: 011025Q5BYS7

27 October: 27102SQ6HT9K

I expect feedback and resolution. This is not how loyal members should be treated.

Regards, Ghil Bancilhon