Formal Complaint – Feedback Diabetes Continues Management Plan

Formal Complaint – Feedback Diabetes Continues Management Plan

Dear HelloPeter Team, I am writing to formally express my disappointment and frustration regarding the lack of feedback and assistance I have received regarding my ongoing diabetes management from Bonitas Medical Aid. In Sep 2023 I received authorisation from the Ex-gracia committee for a Medtronic Insulin Pump and Consumables (MiniMed Reservoir, MiniMed Quick-set Infusion Set, Medtronic Guardian 4 Sensor and Medtronic Transmitter) for one year as authorisation for consumables needs to be renewed on a yearly basis. This process has been working well up to now. Each year i got authorisation with patient co-payments being set at different % with each authorisation. This year my internist told me that the current Transmitter and Guardian 4 Sensor have been upgraded to the Simplera Sensor and NO separate transmitter necessary. On 7 Aug 2026 I received feedback that the chronic/clinical department has rejected my request for the Simplera Sensor. On the same day a sent an e-mail to *** and *** requesting that the Ex-gracia committee review my request. On 14 Sep 2026 I started phoning Bonitas to determine if my mail was ever forwarded or escalated to the Ex-gracia committee. At first the feedback was that it has been approved and I received an approval letter, just to receive a mail an hour later that the authorisation was given in error. After that I have been phoning Bonitas every day and calls never less that 15-20minutes trying to find out what is happening. NO ONE COULD TELL ME and, in the meantime, my current authorisation is running out. One Call Centre Agent told me to contact Ex-gracia committee at ***, but this mail could not be delivered.