unfulfilled med aid promises.

Dear Underwriting Manager / Complaints Department / Principal Officer, I am writing to formally register my dissatisfaction with the ongoing imposition of a 3-month general waiting period on my new Bonitas Primary membership, which was set to commence on 1 December 2025. This decision appears incorrect and contrary to standard practice under the Medical Schemes Act (Section 29A) and Bonitas' scheme rules for seamless transfers from another registered medical scheme. I have maintained continuous coverage with Discovery Health for well in excess of 48 months, with no break in membership and a direct exit on 30 November 2025 to align with my Bonitas start date. Per Section 29A, such transfers typically waive general waiting periods, especially where there is no uncovered gap exceeding 90 days. PMBs must be covered from day 1 regardless, but this 3-month restriction on other benefits leaves my family (myself, my wife Lauren, and two young children) exposed during our relocation to Jeffreys Bay, where Bonitas offers superior network access. Compounding this, I am expected to pay the full monthly premium (R7,998 for my family) from 1 December 2025, yet I will not receive the full range of promised services due to this waiting period. This is particularly frustrating given my repeated efforts to resolve it, including multiple escalations where manager callbacks were promised but never delivered. For reference, here is a timeline of my direct interactions with Bonitas: 24 Oct 2025 – Application submitted online for Bonitas Primary, start date 1 Dec 2025. 3 Nov 2025 – Called Bonitas; medical questionnaire completed with call-centre agent. 5 Nov 2025 – Emailed Discovery membership certificate proving continuous cover; requested activation with no waiting periods. 11 Nov 2025 – Called again; Query 111125Q77Z5V opened and escalated to underwriting. 19 Nov 2025 – Called again; Query 191125Q7MVTY opened and escalated. 25 Nov 2025 – Received email (dated 14 Nov) stating waiting period “imposed correctly”—this overlooks my seamless transfer evidence. 1 Dec 2025 – Multiple calls today; manager callback requested (not received); latest Query 011225Q866D0 opened. I have now been promised a manager callback on at least four occasions, with none forthcoming. This level of service is unacceptable for a scheme I am paying full premiums to join. I respectfully demand the following, in writing, by close of business on Tuesday 2 December 2025: Immediate waiver of the 3-month general waiting period. Full activation of my Bonitas Primary benefits effective 1 December 2025. A direct telephone call from a named senior manager (not a call-centre agent) within 24 hours to confirm resolution and address the inconvenience caused. Should this not be resolved by the deadline, I will escalate to your Complaints Department and the Council for Medical Schemes (CMS) for a formal review under Section 29A, seeking regulatory guidance to ensure compliance. I trust Bonitas will address this promptly to honour the seamless coverage I was led to expect.