Poor service

I have been with Bonitas since December 2023.

In mid August one of the dependents on my medical aid had a surgery and I had to make a co payment which I did not mind paying...

It is September now and I am currently waiting on a detailed hospital statement which includes my co payment I made. I have spoken to more than 5 people through their whatsapp line and on the phone (using my airtime) and the issue is not resolved. Apparently I need to wait till October to receive a detailed medical aid statement as the system will only be able to generate the statement after the 15th of September( which has passed already).

My concern is that when I requested the authorization codes I was advised to make a co-payment. How is it that the information was only captured on the 9th of September on Bonitas medical aid system and now my statement is delayed which I require to claim from my gap cover.

Anyway long story short, my gap cover advised i need to obtain a letter from the medical aid which they can use as an alternative. Today (19th September 2023) i have spoken to two people i will not mention names due to the POPI act, but the one person advised they will send the letter within 10 to 15 min... the other person just never responded.

The services I am receiving is pathetic! And I have not missed one payment as we living in a time where we need medical aid. But how is this fair towards their loyal clients?

I even requested to speak to the manager and one of the consultants advised they will inform the manager to call me... it has been a week and not one single call was received.

The services I am received in respect of the administrative department from Bonitas is poor, it is pathetic and they cannot provide what i am requesting.