ER24 claim not paid

Unacceptable

On the 22nd of October 2022 I phoned ER24 which rushed me to the hospital emergency care, I had an heart attack. When ER24 arrived at my home I have given them my Bonitas medical card.

On 28/2/2023 I received an sms from ER24 that my ambulance account was not paid from my medical.

On the 14th of March I received another sms from ER24 requesting payment. I have send an email to Bonitas (claims/queries) asking why was this claim not processed. Since that mail I have send Bonitas 4 more mails requesting feedback as ER24 send me a final notice for payment.

On 4/04/2023 an employee from ER24 send me a mail that explained that Bonitas rejected the claim due to no authorization number obtained within 72 hours. The claim was rejected incorrectly by Bonitas as it was not agreed upon that ER24 should obtain an authorization number within 72 hours.

Now who is responsible for this account? I was not in a position to request for an authorization number as I was in ICU for 3 days. How is this acceptable? Bonitas have received their full premium each month since I joint 2015 so what is your excuse? I have send my last mail to Bonitas ('***') on the 17th of April 2023 requesting feedback why this claim is not paid, still up to date NO FEEDBACK received. If ER24 is going to hand over my account and my name gets bad because of Bonitas that are refusing to give feedback or pay this ambulance account, I feel that my next option is to report this to the SA Medical board, there I know I will get action being taken.

Awaiting your very urgent response Bonitas L Strauss