Long waiting time for claim to be processed

I submitted a claim to Bonitas on 27 July. I received an email advising that I would receive feedback within three working days.

When I had still not received any feedback, I followed up by email on 3 August. On 4 August, I received a response asking me to be patient.

On 12 August, I phoned Bonitas to follow up. The lady who assisted me was very friendly and advised me that everything had been sorted out. She told me that the payment would be made within two days, allowing for the fact that I bank with a different bank.

However, by 20 August, I had still received no payment, so I phoned Bonitas again. I was then informed that, in fact, nothing had been done on my claim.

At this point, I have to question how Bonitas' systems and processes are being managed. Surely the systems should be able to identify that a claim has been outstanding for almost a month, especially when there have already been multiple follow-ups.

I have now requested that the matter be escalated, and once again I am waiting for something to be done.

I have noticed that since Bonitas moved over to Momentum Health, it has become increasingly difficult to get matters attended to and claims processed efficiently. This experience has been extremely frustrating, particularly because I have received conflicting information from different representatives and have had to repeatedly follow up on a claim that should have been resolved weeks ago.

I would appreciate an urgent response explaining what happened to my claim, why I was previously told that everything had been sorted when apparently nothing had been done, and when I can realistically expect the outstanding payment to be made.