Emergency hospital authorisation ignored for weeks – no response from Bonitas

I am beyond frustrated with the service from Bonitas Medical Fund.

After an emergency admission to Nelspruit Mediclinic, I phoned Bonitas and was transferred multiple times before finally reaching authorisations. The consultant confirmed telephonically that the hospital admission was authorised, but no reference number was provided.

I was later told there is “no record” of the authorisation on the system and Bonitas is now refusing payment.

I immediately sent a detailed email requesting that they review the recorded calls (which Bonitas records), provide the call recordings/transcripts, and confirm the authorisation. That was 7 weeks ago.

Since then:

No actual feedback No resolution No investigation outcome Follow-up emails just generate NEW reference numbers Call centre staff cannot even access the complaint emails

What makes this worse is that Bonitas still sent me a survey asking me to review the “service” I received, despite nobody actually dealing with the matter.

This is an emergency hospital account, not a minor admin query. The lack of accountability and communication is unacceptable.

At this point my next step will be to escalate the matter to the relevant regulatory authority.

I genuinely cannot imagine that any competent senior management at Bonitas have actually tried using their own customer support systems themselves.