Urgent Request for Assistance with Medical Aid Ownership Transfer for Susanna Petrie

Dear Bonitas Customer Support Team,

I am writing to you on behalf of my mother, Susanna Petrie, who is 79 years old and has been a loyal member of Liberty Medical Aid for 23 years until its recent takeover by Bonitas Medical Aid. My mother is in a difficult position; her husband is no longer willing to cover her medical aid costs, and she urgently needs to take ownership of her own medical aid under Bonitas.

She has reached out to your team multiple times for support in getting her medical aid plan transferred to her own name. Despite providing her full medical details and history, this process has been anything but smooth. She initially spoke with an agent named Mias van Wyk, who unfortunately gave her the incorrect forms, causing unnecessary delays. In an effort to resolve the situation, my mother drove to your Melrose Arch office to seek help in person. There, she met with a representative named Mihloti Mthombheni, who unfortunately expressed frustration with her for coming in and was unable to assist directly. She instead told my mother that she would email the necessary forms.

For someone of my mother’s age, both driving long distances and navigating emails is no small task. As a reputable medical aid provider, Bonitas should be deeply concerned that a 79-year-old client is forced to jump through so many hoops to complete a necessary and time-sensitive ownership transfer. It is very disappointing to see her loyalty rewarded with such difficulties and lack of compassion.

We kindly urge Bonitas to take immediate action to resolve this situation. Could someone from your team directly contact my mother and guide her through the process, ensuring she finally has the support she deserves? If possible, we would appreciate if Bonitas could designate a compassionate and understanding representative to assist her every step of the way.

Thank you very much for your attention to this matter. I look forward to your prompt response and a resolution that reflects the values of support and care that Bonitas promises its members.

Sincerely, Henno