DM
Dania M
1 reviews | Active since Jan 2020
03 Jun 2026, 17:35
EXTREMELY DISSAPOINTED !!!!! A stamp is more important than a 6 day old baby's life !!!!!!
My grandson was born on 28th May, as requested I phoned Bonitas to add the new born to my medical aid the next day, as my daughter and other grandchild is also on my medical aid. I was send a form to complete and return by mail with our ID's. I did that the same day, by Monday I had no response, I phoned again, I got a new email address to send the form to, which I did. I got a no reply that I will have feedback within 3 days. Today was day 3 with no feedback. The baby is a prem with complications and urgently needs to be transferred to Sandton, hospital awaiting authorization from medical aid. I started phoning from 8h00 this morning, was promised that it will be escalated, me, my daughter and the hospital phoned and emailed from 8h00 till 17h00 to get this done. They kept requesting new info and docs which we kept sending, I kept telling everybody how urgent this is. The last request 10 minutes before 17h00 was that they need a stamp, it took them 9 hours to realize just before closing that they need a hospital stamp on the document. I now they all went home and my grandson is critically awaiting to be transferred to Sandton with no authorization. I have a lot more to say than this a lot more, but I must go back to trying to safe my 6 day old grandsons life because of *********** people
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Replies (5)DM
Dania M's updateReviewer Update
04 Jun 2026, 08:17I am appalled by your service, and my complaint will be shared on many platforms (see attached some training in your job). You kept assuring me the whole of yesterday that this is being handled as urgent, but if any single person has even tried to capture the form that was send by hospital the very first question to register a new born baby would have been date of birth, this proofs that not a single person at Bonitas even read or tried to capture the information as they would have noticed that the hospital did not write the correct birth date. I just followed instructions to get this from hospital and forward to you. Not one single person at Bonitas where able to tell us yesterday that a newborn is automatically covered on mothers medical aid fir the 1st 30 days. 3 people including the hospital was trying to get hold of authorisation for 8 hours yesterday and the only option we could get through was the sales option. Our 6 day old baby was transferred by ambulance at 22h00 last night and a while family only got to sleep at 1h00 after someone at the hospital realized that baby is automatically covered. This is my complaint in a nutshell, but it will be much longer and detailed on other platforms First the name, then the stamp, then the stamp that is on that can not be seen was all just a way to hide the fact that no one is busy doing anything, because if anyone was actually doing something, they would have told me in the very first place that a baby is automatically covered in the 1st 30 days and secondly would have realized while capturing the data that the birth date is wrong.....shocking to say the least !
DM
Dania M's update04 Jun 2026, 08:17
Reviewer Update
I am appalled by your service, and my complaint will be shared on many platforms (see attached some training in your job). You kept assuring me the whole of yesterday that this is being handled as urgent, but if any single person has even tried to capture the form that was send by hospital the very first question to register a new born baby would have been date of birth, this proofs that not a single person at Bonitas even read or tried to capture the information as they would have noticed that the hospital did not write the correct birth date. I just followed instructions to get this from hospital and forward to you. Not one single person at Bonitas where able to tell us yesterday that a newborn is automatically covered on mothers medical aid fir the 1st 30 days. 3 people including the hospital was trying to get hold of authorisation for 8 hours yesterday and the only option we could get through was the sales option. Our 6 day old baby was transferred by ambulance at 22h00 last night and a while family only got to sleep at 1h00 after someone at the hospital realized that baby is automatically covered. This is my complaint in a nutshell, but it will be much longer and detailed on other platforms First the name, then the stamp, then the stamp that is on that can not be seen was all just a way to hide the fact that no one is busy doing anything, because if anyone was actually doing something, they would have told me in the very first place that a baby is automatically covered in the 1st 30 days and secondly would have realized while capturing the data that the birth date is wrong.....shocking to say the least !
Bonitas Medical Fund's replyOfficial
04 Jun 2026, 08:41Hi Dania,
We are truly sorry for the distress and frustration you and your family experienced during this critical time. We understand how serious and urgent the situation was, and this is not the level of care or communication we aim to provide.
Your concerns regarding the delays and lack of clear guidance have been noted and escalated for urgent review. Our team will engage with you directly to provide further support.
Kind regards,
Bonitas team
Bonitas team
Bonitas Medical Fund's reply04 Jun 2026, 08:41
Official
Hi Dania,
We are truly sorry for the distress and frustration you and your family experienced during this critical time. We understand how serious and urgent the situation was, and this is not the level of care or communication we aim to provide.
Your concerns regarding the delays and lack of clear guidance have been noted and escalated for urgent review. Our team will engage with you directly to provide further support.
Kind regards,
Bonitas team
Bonitas team
DM
Dania M's updateReviewer Update
06 Jun 2026, 12:36It has now been 2 days after your reply, my grandson is still not added to my medical aid. I did not get any formal update other than one consultant just sending a "sharp" emoji on email and the other person on email keep sending me the same type of replies which seems to me like AI replies. The latest reply is that we must wait another 7 working days for an answer with no explanation. If I google how long it takes to add a new born to your medical aid on Bonitas it says 24 to 72 hours (as I remember it with my grand daughter 5 years ago). I started the process of adding him 9 days ago and now we get a mail saying we must wait another 7 working days with no reason or explanation. There is no use phoning as we have tried this numerous times and if we are lucky to get through they just keep transferring us to other people and no one has answers, so I then have no other option as to keep sending messages on this platform until we get results. The baby's father has he's own medical aid with Bonitas, we can add and register him there to, but we were advised by a broker that the process will just be easier if we add him to his mother's medical aid. We do not want to delay the process by also trying to add him to his fathers medical aid at the same time as this might just confuse your system even further, but it will really help if you can provide us with reason as to what is happening as he was supposed to be added within 48 - 72 hours and it is now 9 days later. I expect answers and a senior person contacting me asap or I will have no other option to take this matter further.
DM
Dania M's update06 Jun 2026, 12:36
Reviewer Update
It has now been 2 days after your reply, my grandson is still not added to my medical aid. I did not get any formal update other than one consultant just sending a "sharp" emoji on email and the other person on email keep sending me the same type of replies which seems to me like AI replies. The latest reply is that we must wait another 7 working days for an answer with no explanation. If I google how long it takes to add a new born to your medical aid on Bonitas it says 24 to 72 hours (as I remember it with my grand daughter 5 years ago). I started the process of adding him 9 days ago and now we get a mail saying we must wait another 7 working days with no reason or explanation. There is no use phoning as we have tried this numerous times and if we are lucky to get through they just keep transferring us to other people and no one has answers, so I then have no other option as to keep sending messages on this platform until we get results. The baby's father has he's own medical aid with Bonitas, we can add and register him there to, but we were advised by a broker that the process will just be easier if we add him to his mother's medical aid. We do not want to delay the process by also trying to add him to his fathers medical aid at the same time as this might just confuse your system even further, but it will really help if you can provide us with reason as to what is happening as he was supposed to be added within 48 - 72 hours and it is now 9 days later. I expect answers and a senior person contacting me asap or I will have no other option to take this matter further.
Bonitas Medical Fund's replyOfficial
08 Jun 2026, 13:47Hi Dania,
Thank you for your follow-up. We can confirm that feedback has been provided and the matter has now been attended to.
Kind regards,
Bonitas team
Bonitas team
Bonitas Medical Fund's reply08 Jun 2026, 13:47
Official
Hi Dania,
Thank you for your follow-up. We can confirm that feedback has been provided and the matter has now been attended to.
Kind regards,
Bonitas team
Bonitas team
DM
Dania M's updateReviewer Update
22 Jun 2026, 12:31Good day
After much stress and suffering we eventually got confirmation form Bonitas as per attachment that the baby has now been added to my medical aid. Someone from Bonitas did phone me and said that the claims will be rejected as we did not add him since day one, which made me even more upset as I have so much proof of how hard we were trying to do that. (And we do have 30 days). She said we have to resubmit all the claims, and now the hospital phones me to say that when they try to re-submit the claims that the baby has not been added, how is that possible if I got attached proof that he is added ? I also received a statement from Bonitas where almost nothing was paid by you, not even for my daughter who has been on your maternity program and has been on this medical aid for years, how is that possible ? I am also gettig letters from Bonitas which I can not open as neither my, my daughter or my grandson's ID numbers work to open the document so I have no idea what the documents say. When I reply to these emails that I can not open, I just get a response that you will get back to me, but you never do ? I need urgent answers here
Thank you,
DM
Dania M's update22 Jun 2026, 12:31
Reviewer Update
Good day
After much stress and suffering we eventually got confirmation form Bonitas as per attachment that the baby has now been added to my medical aid. Someone from Bonitas did phone me and said that the claims will be rejected as we did not add him since day one, which made me even more upset as I have so much proof of how hard we were trying to do that. (And we do have 30 days). She said we have to resubmit all the claims, and now the hospital phones me to say that when they try to re-submit the claims that the baby has not been added, how is that possible if I got attached proof that he is added ? I also received a statement from Bonitas where almost nothing was paid by you, not even for my daughter who has been on your maternity program and has been on this medical aid for years, how is that possible ? I am also gettig letters from Bonitas which I can not open as neither my, my daughter or my grandson's ID numbers work to open the document so I have no idea what the documents say. When I reply to these emails that I can not open, I just get a response that you will get back to me, but you never do ? I need urgent answers here
Thank you,