Horrible experience

I have been a member of Bonitas medical aid from 01 October 2023 because they did not offer GEMS where I was joining. In December 2025 I changed jobs but decided to continue with Bonitas because the new company accept it. Worst mistake of my life, I have been struggling from reinstating my medical aid to the information that is missing, and dealing with *********** staff and misaligned company systems. Tell me why you will have chronic conditions listed on the system of customer service, to no condition listed on the claim system to chronic system having condition with no medication. What did you do to the records that you had, scripts, approvals. Your staff does not even know pharmacy direct but you have contracted them to assist with our clients. I stayed on the call with your unhelpful staff until my airtime and voice minutes were depleted. Why customer service can see the information but other departments cannot. Your so called claim department staff tells me about out of formular, do I not know what medications is approved and what is not. Provide training to your staff and align your system, but in the meantime get a competent person to resolve our issues, it takes time and money to sit more than 30min on a call that does not bear any fruits.