Promises by Lee Callakoppen - Is it real or phoney - I would say phoney - Please proof me wrong

I have on numerous occassions send emails to the Bonitas' Claims Department with regards to my Mother's unpaid Ophthamologist account for Degeneration of the Macula due to Diabetis, which has been registered witb Bonitas as PMB for several years now. She has moved to Bloemfontein in 2021 and started treatment with Dr Chris Gouws (Ophthamologist). Since late 2025 Dr Schabort De Jager has bought the practice of Dr Gouws who moved out of town. Since then we've been struggling with Bonitas to pay the accounts in full. Then they don't pay the account or they pay short. The next month they will pay the account in full. Now we are sitting with the unpaid account.

On 18 August 2026 I have sent the last email to Bonitas Claims Department in which I referred to the unpaid accounts, and up to date I have received no response in that regard.

There was a letter circulated that was written by Lee Callakoppen in which he stated the following: "What we are doing to improve your experience Some of the corrective actions already in place are focused on resolving current issues while strengthening the systems that support member care in the future. These include:  Increasing support capacity to respond more quickly to member enquiries.  Prioritising outstanding and ongoing authorisation requests (particularly where urgent medical care is required) because members cannot put their healthcare on hold while we improve our systems. Conducting additional claims payment runs to reduce backlogs, ensure claims are processed accurately and eficiently, and maintain financial compliance requirements. Strengthening communication and collaboration with healthcare providers to minimise disruption to member care. Introducing enhanced monitoring and oversight processes to identify and resolve issues as quickly as possible. "

We've been receiving statements with shortfalls, non-payment and payment from the savings on my medical aid instead of PMB and I have lodged queries via email and through the Bonitas app but remains unanswered.

It seems like Bonitas' promises are nothing but empty promises and we are sitting with the red faces and we have to please and explain to the Doctirs' Accounts Departments when the medical aid do their work halfheartedly.

The Accouns of Dr De Jager is not the only accounts that they don't pay.

2 months in the beginning of 2026 there were 2 monthly rental payments for my husband's Oxygen Concentrator (Oxygen Dependent) that Bonitas did not pay. I resubmitted the accounts via the Bonitas App, but with no reaction or payment.

When is Bonitas going to realise that this is not a game to play but a serious matter that could affect patients medical treatment or their lives. If my Mother are not treated for her eye condition due to unpaid accounts as a result og negligence by Bonitas, she can turn blind. If my Husband's Oxygen Concentrator are taken back due to unpaid account again due to Bonitas' negligence, my husband can die due to not getting enough Oxygen.

My question will be to Bonitas. Will Bonitas take full responsibility if they continue with this non-existing service for the result of blindness and death. Should any of these happen I will keep Bontias responsible as well as The Council for Medical Schemes as I have copied them in my emails.