URGENT: Chronic Medication Not Delivered – Immediate Intervention Required

Dear Bonitas Team,

I am writing to lodge a formal complaint regarding the unacceptable and dangerous service I have received from Marara Pharmacy, which is part of your network.

I submitted my chronic medication script on 11 November. I was informed that the claim was processed that same week. On 17 November, after following up, I was assured that my medication was out for delivery and would arrive on the 17th or 18th. No delivery was made.

On 20 November, I contacted Marara again and was then informed — for the first time — that the claim had been reversed and an “investigation” would be initiated. I was again promised that my medication would be delivered on 21 November. Once again, nothing arrived.

As of today, it has been well over a week without my chronic medication. This places my health at significant and unnecessary risk. Interruptions in chronic treatment can result in serious complications, relapse, or medical emergencies. I have repeatedly communicated the urgency, and yet there is still no resolution or delivery.

This level of service from a Bonitas-affiliated provider is deeply concerning and reflects gross negligence. If my health deteriorates due to this lack of access to essential medication, this situation could carry serious legal implications, as Bonitas is responsible for ensuring that its network providers deliver safe, reliable, and timely service.

I am requesting immediate intervention from Bonitas to ensure my medication is delivered and prioritisation first thing on the next business day. A clear update on the status of my claim and medication. Confirmation of corrective measures regarding Marara Pharmacy’s handling of chronic medication.