New administration is a nightmare

As members of Bonitas, we were promised that the transition to Momentum Administration would be smooth and efficient. I fully expected some teething problems during the transition, but what is happening now is beyond unacceptable — it is an absolute joke.

Every single claim is being rejected because there is apparently no authorisation number. The ridiculous part is that every single claim DOES have an authorisation number. For whatever reason, the staff at Bonitas seem completely unable to link the authorisation numbers to the corresponding claims.

I have spent hours making call after call to the claims department, repeatedly explaining the same situation and fighting to get something that should have been handled correctly in the first place.

The customer service is incredibly frustrating. There appears to be no effective escalation process, and despite numerous requests, you are seemingly never able to speak to anyone in management who can actually take ownership of the problem.

I genuinely believe the staff get bonuses for every claim they reject. This can surely be the only sane explanation.

A medical aid is supposed to provide peace of mind when you need healthcare — not create additional stress, endless administration and hours of phone calls.

After exhausting every other avenue, the only option that appears to be left is to escalate the matter to the Ombudsman.

Bonitas needs to urgently address what is happening with its claims administration and more importantly, take responsibility for the impact this is having on its members.