Urgent Assistance Needed – Unresolved Medical Aid Issues (Multiple Reference Numbers)

ATT Bonitas Boncap Team: I have spent over four hours on calls with Boncap, struggling to resolve issues with our medical aid application submitted on 31 December 2024. Despite following Bonitas' advice to first cancel our Discovery membership, the process has been a nightmare—with misplaced documents, delays, and conflicting information.

When our policy was finally accepted, my wife was incorrectly placed under a waiting period. After querying this last week, today we received an updated statement placing both of us under waiting periods—despite having continuous medical aid since 01 August 2018. Additionally, our premiums have doubled from the original amount quoted and paid in the first month, without any prior discussion or approval.

Despite repeated follow-ups, responses have been limited to emails only, with no proactive communication. Shawn was the only consultant to return a call as promised last Friday, but today’s response was another email reflecting the incorrect details. We were also informed that Boncap is now administered by PHA, yet when we visited a walk-in centre, we were told they were no longer there.

We urgently request: - Immediate correction of our waiting period status—we have had continuous medical aid since 2018. - Reversal of the unjustified premium increase to the originally quoted amount. - A direct call from a senior consultant—emails are not sufficient.

As pensioners, we feel ignored and mistreated. If this is not resolved urgently, we may have to escalate our complaint further.

Awaiting immediate response and resolution.

Best regards, Winston Bennett