Unreasonable Delay in Authorisation for Eye Procedure from Bonitas

I am writing to formally lodge a complaint regarding the ongoing and unreasonable delays in authorising my father’s urgent eye procedure (vitrectomy). Despite our transparency and full cooperation since joining the Scheme, Bonitas has not provided clear timelines, effective follow-up, or adequate feedback—resulting in deterioration of his eyesight. This saga has been happening since 06 November 2025. At the point of joining Bonitas, all medical history and documentation from Discovery Medical Aid were submitted, including information relevant to the 12-month exclusion for cardiac arrest. Bonitas assessed this information and app**** the waiting period accordingly. This eye condition did not exist prior to joining the scheme; therefore, it is not linked in any way to the cardiac exclusion.

The current delay is due to Bonitas’s internal investigation. We acknowledge Bonitas’s need to conduct an internal investigation due to the break in cover. However: • We, as members, submitted everything required. • Bonitas initiated the investigation. • The delay is now solely on Bonitas's side due to lack of follow-up with the doctors. Lack of follow-up and lack of feedback from Bonitas. Bonitas has repeatedly stated that the form from the Dr is outstanding. However: • On 19 November, the Dr confirmed directly to us that the form was completed and submitted. • Bonitas has not provided: o Proof of attempts to follow up with the doctor since sending the form, o Dates or records of engagement, o Copies of the forms supposedly sent to the doctor, o Any clear ETA for completing the investigation. This creates the impression that Bonitas is not actively managing its own investigation with no ETA on heir investigation. This delay is causing progressive deterioration of my father’s eye condition. Every day lost further compromises his vision. This is an urgent clinical matter. Given the above, I request the following in regards to assistance from Bonitas: 1. A full record of Bonitas’s follow-ups with Dr, including dates, times, and method of communication. 2. Confirmation whether Bonitas has received the form Dr states she submitted. 3. A clear timeline for concluding the investigation. 4. Immediate escalation to the relevant clinical manager for urgent resolution. We have been fully transparent from the start, including accepting and paying the late-joiner penalty. However, the current delays—caused by Bonitas’s internal processes—are resulting in clinical harm, stress, and a complete lack of clarity about next steps.