Dysfunctional

<p>I am an ex LMS member, who had to get in the touch with Bonitas, the new custodian of my (considerable) monthly contribution. When I finally worked my way through the call options, the Bonitas phone voice informed that I am no 3 in the queue, with a projected 1 minute waiting time before "the next available consultant" could help me.</p> <p> </p> <p>Twenty-five minutes later, I was sitting at no 2, this time at 10 minutes projected hanging-on time.</p> <p> </p> <p>At the 30 minute mark, I was no. 1 in the waiting line, with 8 minutes projected time to wait.</p> <p>At this stage, I started to realise that Bonitas has only one consultant at the other end that deals with the option which I selected when I started. One person to deal with enquiries on the last day for changing medical plan options!</p> <p> </p> <p>At the 47 minute milestone, now with a projection which increased to 15 minutes of waiting time (and frequently being thanked for my patience), I gave up.</p> <p> </p> <p>When my assistant call Bonitas later for a number with less potential waiting time and a human being at the other end, we were informed that Bonitas "experiences a higher than expected" call volumes today. (My heart goes out to those members who entered the call queue after me at number 4, let alone no 8 or higher. ) We were further informed that Bonitas does not have a facility to call a member back, regardless of our fruitless attempts to speak to a consultant. This information was conveyed in the same indifferent, bland manner as their responses to complaints on this Web site about them</p> <p> </p> <p>I am rather convinced that they have the capacity to call me should I enquire about new membership.</p> <p> </p> <p>I am, however, relieved that so early on in this relationship, it became clear to me to take my membership and to run away from Bonitas -- while I am in good health. When I extrapolate my own experience today, and those of other members documented here, to a future date when I may need medical services, I can only see myself getting real sick and in need of a professionally managed medical aid scheme.</p> <p> </p> <p>And that scheme will not be Bonitas.</p>