Unacceptable Service and Lack of Competence from Bonitas

I am extremely disappointed with the service we have received from Bonitas. The level of incompetence we have experienced is unacceptable. Despite numerous back-and-forth interactions with your broker, Michelle Heyneke, a basic administrative task—loading our join date—was not completed. Instead, only the benefit date was loaded.

This oversight had serious consequences. When we needed urgent medical attention and had to be rushed to the hospital, we discovered that we were not registered with Bonitas or our previous medical aid. As a result, we had to pay all medical expenses out of pocket. The financial and emotional stress caused by this has been overwhelming, and now we are left scrambling to recoup the accounts we paid in cash.

On top of this, we are now struggling to have chronic medication registered with the designated service provider. These medications are for asthma and epilepsy—Prescribed Minimum Benefits (PMBs) that should be straightforward to access. Instead, we are met with unnecessary delays and bureaucracy.

The lack of efficiency and accountability from Bonitas has made an already difficult situation even worse. We trusted your medical aid for support during emergencies and chronic care management, and you have failed us at every turn.

We hope you address these issues urgently, not only to rectify our situation but to prevent other members from going through the same ordeal.

Sincerely,