Inconsistent Claims Process

In November 2020, I lodged a formal complaint to Bonitas regarding inconsistent claims process. I was assured through formal correspondence that the incident i reported on 20 November 2020, would not occur again. Today, I report that the same incident, where the claim submitted to Bonitas, which clearly indicates in red "PAID" and a receipt, prominently displayed on the invoice, is processed and payment made to the Healthcare Provider.

I was assured that all corrective measures would have been taken to ensure there would be accountability for human errors as well as lesson's learnt to ensure processes are improved. 3 Claims later (***9; ***8; ***2), and there has been no improvement and the same errors are made over and over again.

I'm baffled at how difficult it is to SEE clearly red ink and payment receipt, and your claims agents get it so wrong.

Today, I am submitting a new claim, with the same information on it, and I am sure to report the same incorrect process is followed, and I still have to phone Bonitas to correct the payment and wait another week for the money to return to my account.