Disgusting Client Non-Care

We recently had a traumatic medical event in the family, rushed the family member (who is elderly) to the nearest hospital for treatment and while still being treated in high care, Bonitas believes it to be appropriate to send text message that "all the treatment is for you own account"

That may be very well the case, I'm not disputing that. I find it disgusting that at no point did Bonitas even bother to inform an alternative contact, or even suggest the patient be moved to ensure full cover was app****. We have also have multiple fights with Bonitas, only to find alot of cover is conveniently not mentioned under PMBs etc....why? cause then they can charge people.