Extremely Frustrating Experience with Bonitas — 10 Months of Delays and Still No Reimbur*****t

I took out a Bonitas medical aid for my dad in July 2024, as I am also a Bonitas member. From the very beginning, the process was frustrating — the application, which I intended to be effective from August, was delayed due to Bonitas’s inefficiencies.

My dad was placed under a waiting period for pre-existing conditions, which I accepted. However, during December 2024, he developed a swollen foot and began limping. Because most doctors were unavailable during the holidays, we only managed to get a consultation in January 2025. He was referred to a physician at Life die Wilgers Hospital, who recommended admission. Unfortunately, Bonitas declined the hospital admission, stating it was related to a pre-existing condition, which was not the case. The attending doctors at Life die Wilgers even explained that this was a new, unrelated condition, yet Bonitas still refused to assist.

My dad was later transferred to Steve Biko Hospital, and I had to dispute Bonitas’s decision. I submitted all the required medical reports and supporting documents, but it took 10 months before the approval for his hospitalization was finally granted in October 2025. By then, I had already paid various medical expenses out of my own pocket.

Once approval was granted, I was asked to submit proof of payment and claims for reimbur*****t, which I did on 17 October 2025. Bonitas representatives called repeatedly that day, assuring me that payment would be made urgently. However, when I followed up, I was told that payment had been processed on 26 October, yet no funds were received.

When I queried this, I was informed that no bank account details were linked to my dad’s profile, which is difficult to understand since I had already provided all necessary information. I submitted my account details again on 27 October, but to date, no reimbur*****t has been made, and no one from Bonitas has taken ownership or provided feedback on the delay.

It is deeply disappointing that after months of submitting documents, calls, and follow-ups, Bonitas continues to display such poor service. I am simply asking for accountability and for my reimbur*****t to be processed without any further excuses.