UTTERLY UNPROFESSIONAL MEDICAL AID

This DRAMA all-started September 2024, I started suffering from SEVERE BACK PAIN where somedays I could not walk and ended up crawling around like a baby. I was admitted to hospital, and after a few tests I was told that I will need a Spinal Fusion ASAP as this could lead to further nerve damage if not corrected. I immediately app**** for hospital authorization and was DECLINED; I spoke to a few Bonitas staff members for assistance and was told what to do. I spoke to my doctor, and he completed all the forms and letter that was required and dropped his price so he will be able to assist me. But once again it was rejected after we did what they requested. I once again phoned Bonitas and was told that I will need to change my plan to a higher option that will cover the procedure as an PMB, and Bonitas will pay for everything. I app**** for the change that will cost me about R4000 more a month. I app**** for the procedure again and I was authorized for the procedure. I has my spinal fusion on 1 November 2024, all went well until I started getting my accounts for all the doctors and specialists who assisted in the procedure. The one account had a co-payment of R32000, I escalated it to Bonitas about 3 WEEKS AGO AND HAVE NOT RECIEVED ANY FEEDBACK AS YET. And I need to pay all these accounts, and it is not a small amount. To make things worse I received a letter from Bonitas stating that they will be SUSPENDING MY MEMBERSHIP as I have an amount of R7000+/- that needs to be paid to them it was because of the change between the options, and I was NEVER INFORMED of any amount that will need to be paid. If this was mentioned I would have waited for the new year to change options.

In my opinion, this is URRELU UNPROFESSIONAL management of customer expectations and a clear lack of communication on Bonitas's part. Not only am I now in financial difficulty, I still have lingering pain due to the delay in the initial procedure's authorization. As a customer, I believe that a medical aid is there to support it's clients and not become a total bureaucratic, financially driven institution. The care of their clients as patients is clearly not their first priority.