Pathetic Service

This has got to be some of the most pathetic service I have ever received as a medical aid member.

My GP obtained authorisation in April for me to consult a specialist in May, while Bonitas was still administered by Medscheme. I saw the specialist in May, and he subsequently booked me for day surgery on 4 June. Obtaining authorisation for the surgery was a nightmare on its own.

Now I have discovered that the specialist consultation claim from May has been rejected, despite the GP having obtained the required authorisation. In addition, the surgery claim was paid from my Benefit Booster, and I have been told that I have no savings funds left, which is simply impossible, as I had funds available before the transition to Momentum.

When I contacted the call centre, I was told that the consultation claim was rejected because the authorisation was not submitted with the claim. I was also informed that the surgery was partially paid from my Benefit Booster because the doctor had supposedly failed to submit the authorisation, meaning it could not be paid from risk benefits.

I immediately contacted the doctor's rooms, and they confirmed that the authorisations were submitted for both the consultation and the surgery.

This is absolutely unacceptable. The surgery authorisation was only issued on 3 June,just a few days ago. Surely it does not take extensive investigation to verify that the authorisation exists. Instead, members are left spending hours trying to correct administrative errors that are clearly not their fault.

The transition to the new administrator has been nothing short of chaotic, and members should not have to fight to have correctly authorised claims processed properly.

Members spending hours on the phone, getting sent from pullar to post is ridiculous! If I could give you zero stars I would!