INEFFICIENT AND UNRESOLVED QUERIES

We've been on Bonitas medical aid for over 18 years and there has never been an incident where I didnt have to follow up on a claim that was submitted by one of the service providers. I was admitted to hospital on 6/05/2024 for 3 days. They have a dedicated service provider list of doctors to use, which I used. on the day of my drs appt, didnt realise that I would be admitted to a hospital, where this doctor practices, but hospital was not on their network list. So I have a bill of 30% of the hospital cost. Note: their network doctors do not coincide with the buildings / hospitals that are available on the network list and the list is not updated specifically to the field of what the doctor specializes in. All the neurologists on their list required an upfront payment, money that I didnt have at the time, all except 1, so I went to that 1. The problem was that the hospital he practices at is not on the network list. To date I am still trying to sort out bills from pathologists and doctors. I have been calling Bonitas since the day I was admitted to hospital, in fact from my hospital bed, to sort out claims - note I was in hospital as a patient. Every week I am doing follow ups on accounts rejected, with codes and medical jargon which I have not been trained to understand, yet at the end of the day, these service providers / doctors expect payment from me for the outstanding accounts. I spend an hour per call to Bonitas evertime I call *** and each time just receive a reference nr, which I have so many of, that when I call in again to follow up, dont know which reference nr is for what claim / query. and to be honest, at the end of the call I am left in the same position as I was before I made the call, with no indication of progress or solution. I am frustrated because it seems that I am doing someones work by gathering information to process the accounts, spending my airtime / data to forward information received from pathology and doctors because all that Bonitas does is reject the claim from the service provider, send an e-mail to me of that rejection and I must do the runaround to find out what that terminology of their rejected reasons mean. Why can't Bonitas consult with the service providers who submit inadequate information on their claims instead of expecting their paying clients to do their work for them. Its almost 2 months since the outstanding bills have not been settled, which, by the way was done in hospital. What more is there left for me to do, but one thing I can say is that, I will not be held accountable or liable for payment to service providers, when I know there are benefits for procedures / tests done and its just a matter of correct treatment codes and stuff that doctors need to submit correctly to them. I have to see a neurosurgeon and once again consulted "their service providers list", which again, did not specify which field of surgery they specialized in and again, hospital and doctor does not correspond and yet again I had to call each and every neurosurgeon on their list closest to my home, to confirm fees, payment options, etc. What's the point of paying Bonitas if you have to struggle and possibly pay out of pocket for outstanding bills. The ads for Bonitas would probably make anyone want to join Bonitas, it sounds so hassle free...but as for my personal experience, it is completely the opposite.