LACK OF COMMUNICATION AND/OR CONCERN FOR CLIENTS

My elderly parents signed up with Bonitas last year (2021), what we didn't know was the stress this signup would cause them. Still trying to understand how a huge business such as this has the worst internal communication between their business units. It firstly started with my parents need to have chronic medication, getting this registered was a nightmare on its own. You send things to one person and then someone else, who should receive it, doesn't.

But let me fast forward to the most recent stress related matters. My mother required emergency dental work due to a medical condition as identified by the dentist, she needed to have a procedure done as she was in severe pain. On claiming, they (Bonitas) is now stating that this is cosmetic. I would like them to tell me how when the procedure was necessary to relieve pain as motivated by the practioner.

Then, when money is outstanding they are quick to suspend your account WITHOUT notice. My parents both have chronic illnesses, which the medical aid was made well aware of since inception, that requires them to have regular checkups and blood work done. But low and behold, the respective practices have informed them that the accounts weren't paid, and this is when the bomb dropped that the account had been suspended, because a fee was outstanding as my parents didn't know there was an increase and short paid, unknowingly.

Moving on we, I dealt with the matter, and we were told how much was outstanding to lift the suspension. Money paid, proof of payment sent, confirmation sms received. This was now assumed to have resolved the suspension, however IT DID NOT, and my mother was told to submit proof of payment. We again did this and I later received an email confirming receipt of the outstanding amount and proof of payment, however attached to this email was another demand for a further amount outstanding, which made no sense. The email was received on 15 March 2022 from Mohau Radebe. On calling to establish what this new amount was for, I was told that MOHAU RADEBE without even an apology had just made a MISTAKE and we must ignore it. I requested that we receive this in writing with his/her apology, needless to say I am still WAITING.

Not only did I not receive any feedback on this matter but the suspension was still not lifted, even though the initial outstanding amount was paid on 02 March 2022 and it was now 2 weeks later. I was further informed that the matter would be taken up with the team leader who put the suspension on (Shorma, not sure of the spelling), it is now 2 days later and I still have had no feedback from them not even on their whatsapp portal.

To date I can say being with Bonitas is nothing but a headache and wouldn't recommend them to anyone, especially elder people, this stress and lack of communication is not worth it.

So it will be interesting to see if this will prompt a response or having these matters adequately dealt with.