Shocking Customer Service and Claim Runaround at Bonitas

To say I'm frustrated is an understatement. Last week, I needed to see a GP and confirmed with Bonitas via live chat that I didn’t need to nominate a doctor under my BonStart plan. Based on this advice, I went ahead with the appointment. When I arrived, I was told the consultation wasn’t covered unless the doctor was nominated — so I had to pay cash.

Later, the receptionist called Bonitas directly and was told the consultation should be covered. I submitted a claim with all required details: invoice with ICD-10 and practice number, my info, the payment amount, and a screenshot from my banking app showing the deduction. I sent it via the app and email — no response. I followed up via chat and was told to wait 10 working days. When I pushed to understand where in the process my claim was, I was suddenly told my claim wasn’t valid. After proving that all the listed requirements were included, the goalposts shifted again — now I was told I must submit a “receipt” or a bank statement instead of the bank proof I had already provided.

This is my first GP visit of the year. I pay monthly, yet I'm met with confusion, shifting requirements, and zero accountability. Completely unacceptable.

I've now made 2 additional claims one via the app and the other on email for the same visit, I can only hope my claim will now be processed.