Unable to obtain an Authorisation number

Since Monday, 1 June 2026, I have made repeated attempts to contact the authorisation department. The call holding times have been excessively long, and despite these efforts, I have not been able to speak to anyone to obtain the required authorisation number.

The email correspondence I received did not provide any reference number, making it impossible to track or follow up on my request. This is not an isolated incident, as other members have logged similar complaints, indicating a systemic issue that has not been addressed.

Responses across all channels have been limited to assurances that the matter will be escalated, yet no substantive action or feedback has followed. Meanwhile, contributions were debited on 2 June without issue, highlighting a stark imbalance between efficient collections and neglected member support.

As a loyal member since 2012, with a consistent payment history and a low claims profile, I find it unacceptable that when urgent assistance is required, members are met with silence and inefficiency. This lack of accessibility and proper reference management is a breach of trust and service obligations.

I urge Bonitas to take immediate corrective action to resolve authorisation delays, improve communication, and restore member confidence by actually having the matter resolved urgently. At present, the service provided truly warrants less than a 1‑star rating.