Delayed blood test authorisation and unfulfilled promises of feedback

Bonitas: Delayed blood test authorisation and unfulfilled promises of feedback

My doctor submitted an application to Bonitas on 12 October 2026 for authorisation for additional blood tests. I received an automated acknowledgement, and the advised turnaround time was five to seven working days. Today is 26 October, and I still have no decision.

I called on 16 October to follow up and was told that the application had been escalated and that I would receive feedback within 48 hours. I was given a reference number, but the promised feedback never came.

Last Tuesday, I made several unsuccessful attempts to contact Bonitas. Calls either would not connect or involved lengthy holding before disconnecting. I also attempted the WhatsApp service without resolving the matter.

During another call today, I was told that the application was still escalated for review. This is extremely frustrating. Both the original turnaround time and the promised 48-hour feedback period have passed, yet I am still chasing an answer.

The reference numbers for this matter are:

* *** * *** — Leon

These blood tests are needed for my medical care. I need a written decision confirming approval or a decline with reasons, so that my doctor and I can determine the next step.

My experience with Bonitas customer care has repeatedly been a headache. Having to make numerous calls and lodge a public complaint simply to obtain an authorisation outcome is unacceptable.

Bonitas, please take ownership of this matter and provide an urgent written decision. Another assurance that the application has been "escalated" is no longer sufficient.