Unexplained and Significant Increase in Chronic Medication Co-Payments

I am extremely disappointed with the way Bonitas has handled the recent changes to its administration and the impact this has had on my mother’s chronic medication costs.

Bonitas changed administrators in June 2026. Prior to this change, my mother was paying approximately R23 as a co-payment for her chronic medication, which she normally collects from Dis-Chem.

After the administrator change, her co-payment increased to approximately R89. Today, when I collected her medication, I was shocked to find that the co-payment had increased again to R207.

This is an enormous and unexplained increase for medication that she relies on every month.

When the administrator change was communicated, the understanding was that the change in administrator would not result in other changes to members' benefits or costs. Yet we are now seeing a dramatic increase in what a pensioner is required to pay for her chronic medication.

I contacted Bonitas today to get an explanation. I initially spoke to Lebo, who advised me that he would speak to the Chronic Department regarding the matter and get back to me.

Instead, I was then transferred to Shikuma in Pharmacy Benefit Management, who informed me that the formulary had changed as of 1 September 2026.

My concern is that, as a member, no communication was received informing my mother of this change or warning her that her chronic medication co-payments could increase so substantially

Why should a member only become aware of a formulary change when they arrive at the pharmacy and are suddenly expected to pay significantly more for their medication?

The increase from approximately R23 to R89 and now R207 is unacceptable, particularly for a pensioner who relies on a fixed income. This is not a small increase that can simply be absorbed into a monthly budget.

I am also extremely unhappy with the way my query was handled. I contacted Bonitas expecting a clear explanation, but instead I was transferred between departments. Lebo initially advised that he would consult the Chronic Department and get back to me, but before receiving any feedback, I was transferred to Pharmacy Benefit Management, where I was informed about the formulary change.

If this formulary change was going to have such a significant impact on members' out-of-pocket costs, why were members not properly informed beforehand?

I would like Bonitas to urgently provide:

1. A clear explanation for the increase in my mother's co-payment from approximately R23 to R89 and now R207. 2. Details of the formulary change implemented on 1 September 2026 and how it affects her specific chronic medication. 3. An explanation as to why members were not adequately informed of this change before it affected their out-of-pocket costs. 4. Confirmation of whether there is a more affordable formulary-approved alternative that would allow her to continue receiving her chronic medication without such a significant co-payment. 5. An explanation of how Bonitas intends to assist members, particularly pensioners, who have been significantly affected by these unexpected increases. 6. Feedback from the Chronic Department, as promised by Lebo.

The manner in which this has been handled is extremely disappointing. Changing an administrator is one thing, but members should not be left to discover major changes to their medication costs at the pharmacy.

Bonitas needs to take accountability for both the lack of communication and the financial impact these changes are having on members.

For a pensioner, going from paying approximately R23 to R207 for chronic medication is a substantial financial burden. We deserve proper communication, transparency and an explanation before changes of this nature affect our pockets.