*********** Customer Service agents

Two weeks ago (14 August), I contacted Bonitas via its Webchat service regarding obtaining a blood pressure monitor to replace my old and not functioning one under the Appliances benefit. I was told by the agent to get two quotes, a motivation from the doctor and to mail it to the special cases email address.

When I asked why do I need a motivation, since years ago I did not need it. The agent insisted it was necessary. I obtained the quote and and mailed it to the email address given to me. I even asked for the request to be escalated as I couldn't wait 30 days (the turn around time for special cases department) I was told it was escalated.

Two weeks later, I heard nothing from them and followed up, only to be told by another agent that blood pressure monitors are an EXCLUSION and not covered at all Bonitas. This has been a total waste of my time, energy and transport costs.

Luckily, I chose not to get the doctors motivation letter at this stage. If I had, then I would have incurred specialist fees of R800+ and all for nothing. The incompetence in the Bonitas Service Centre is shocking.

It is also ridiculous that to obtain authorisation for an appliance it takes 30 days. Hire more staff, no authorisation should take as long as 30 days in this day and age.