Formal Complaint Regarding Claim Submission Experience

Dear Bonitas Team,

I am writing to formally express my dissatisfaction and frustration with the experience I have had over the past month while attempting to submit a personal claim.

In the first week of February 2026, I underwent a ***** analysis as requested by my doctor. The laboratory advised that the procedure could not be processed directly through my medical aid. However, as this was a doctor-requested test and I have a savings benefit available, I reasonably expected that I would be able to claim for it.

Prior to proceeding, I contacted Bonitas to confirm whether the claim would be covered. Unfortunately, I was unable to receive a clear yes or no answer.

I proceeded with the test and submitted my claim via your website. The submission process itself is quite limited, as it only allows for one document to be uploaded, which made it difficult to provide all necessary information upfront. After submitting, I received no feedback for over a week despite multiple follow-ups.

I then contacted your WhatsApp support line and was advised that a claims invoice was required. By this stage, we were already nearing the end of February. I had to go back to the laboratory to obtain the correct documentation.

Once received, I submitted the invoice via your email portal, including all relevant documents. After another week, I was informed that the submission was incorrect. I then resubmitted only the claims invoice, as instructed, but after waiting yet another week, I was again told it was not correct.

At this point, I had no choice but to contact the WhatsApp support line again. I was then informed that the issue was due to the document being password-protected, which had prevented processing from even starting. This had not been communicated to me earlier.

I immediately unlocked the document and submitted it via WhatsApp. Only then, on 16 March, was my claim finally submitted.

To my disappointment, the claim was subsequently rejected on the basis of “invalid or insufficient information provided.”

I cannot adequately express how frustrating and time-consuming this entire process has been. I have consistently paid my premiums, adhered to all increases, and even expanded my portfolio with Bonitas. Despite this, I have experienced poor communication, repeated delays, and an overall lack of customer service.

This experience has been extremely disappointing and has led me to seriously consider moving to another medical aid provider.

I request a full review of my claim, along with a clear explanation of the rejection, and guidance on exactly what is required to successfully process this claim.

I trust this matter will be addressed with urgency.