Pathetic service - Pathology claims

I am an oncology patient and have been going for liver function tests every three weeks since January 2020 as part of my treatment. Every month, lactate dehydrogenase (Code: 4133) rejects, with reason being that "the test was not on the request note received." It is common knowledge that lactate dehydrogenase is a component of the liver function test, which was clearly requested by the doctor on the request note. The claim was then being automatically re-processed every month and paid incorrectly from my savings instead of oncology benefits.

When I brought this matter to the attention of Bonitas, I was informed that a motivation letter was required, which was then sent multiple times to the oncology, claims and pathology departments. I printed out my statements over the last 6 months, highlighted the problem and resent it to Bonitas (since call centre staff could seem to see the issue right in front of them), and after much hassle over many months, I eventually got through to Doreen who was extremely helpful and managed to get January to November claims re-processed, and it was then paid correctly from oncology benefits. I have now done my bloods for December, and am now sitting with the same issue again, however after 3 more calls to try to correct it, once again nobody at the call centre is willing to understand my issue, and merely inform me that the test was not on the request note.

I have made endless calls and sent multiple emails, and yet nobody from Bonitas is willing to understand my issue, and I am merely passed on from one department to another. I have also requested many times that I be called back regarding this, and even spoke to a manager, yet to date have never received a single call back from Bonitas to resolve the issue. It is extremely frustrating to be dealing with such *********** and rude staff at the call centre over such a trivial matter that could be resolved so easily, if only someone is willing to understand my problem.

It makes ABSOLUTELY NO SENSE to pay previous lactate dehydrogenase claims from oncology benefits over the past year, and now insist that it was not on the request note for the latest claim. It is absolutely RIDICULOUS to be putting cancer patients through so much stress, for such a simple claim. Please ensure that your clinical staff understand that LACTATE DEHYDROGENASE IS A COMPONENT OF LIVER FUNCTION TESTS. You are more than welcome to contact my oncologist and Lancet to verify this before insisting that the test was not requested.

Please take the time to comprehend your clients' issues before trying to tell them that they are wrong. Absolutely PATHETIC service from Bonitas.