Unacceptable delay in adding dependant despite submitting documents timeously

I am extremely unhappy with the service I have received from Bonitas Medical Aid.

On 15 December 2025, I submitted all the signed underwriting documents required to add my wife as a dependant on my Bonitas medical aid. In the same correspondence, I explicitly requested and confirmed that my wife’s cover should commence from 1 January 2026.

Despite submitting everything well in advance and complying fully with Bonitas’ requirements, it is now 8 January 2026, and my wife has still not been added as a dependant. I have received no clear feedback or confirmation from the fund regarding the status of the underwriting process.

Since submitting the documents, I have made numerous follow-up calls and sent multiple emails to Bonitas. Unfortunately, these efforts have resulted in no resolution, no accountability, and no timelines being provided. Each interaction ends with vague assurances, yet nothing is actioned.

This delay is completely unacceptable, especially considering that:

All documentation was submitted before the start of the new benefit year

Medical aid cover is a critical and essential service

My wife is currently without confirmed medical cover due to Bonitas’ inaction

I find it extremely concerning that a medical aid fund can leave a member and their dependant in such an uncertain position, particularly after doing everything correctly and timeously.

I am requesting:

Immediate confirmation that my wife has been added as a dependant

Written confirmation that her cover is effective from 1 January 2026, as originally requested

An explanation for the unreasonable delay and lack of communication

I hope Bonitas will treat this matter with the urgency and seriousness it deserves.