Very Disappointed with Bonitas Since the Momentum Changeover

I have been a Bonitas member for many years, but since the changeover I have experienced repeated issues with getting basic assistance. WhatsApp queries appear to go unanswered, chats are sometimes ended without the matter being resolved, emails take an unreasonably long time to receive a response, and calling the call centre means sitting on hold for what feels like an endless amount of time.

I submitted a query on 31 July 2026 and received an automated response stating that I would receive feedback within 3 working days. When I still had no response, I called a few days later and was told that feedback would be provided within 10 working days. That timeframe has now passed as well, and I am still waiting.

The Member Zone has also become frustrating to use. It is not particularly user-friendly and does not provide all the information members need, especially when it comes to important benefits such as maternity benefits.

What makes this even more concerning is that I am currently pregnant and approaching childbirth. This is already a stressful time, and I need to be able to rely on my medical aid for clear, accurate and timely information. Instead, I find myself worrying about whether I will actually get a response when I need one.

This is unfortunately not the first time. I have had numerous queries where I have had to make multiple calls before getting an answer, and on some occasions I have simply given up.

Even when calling, the experience is incredibly frustrating. The waiting times are extremely long. I have told agents that my airtime may run out while waiting, only to be told that the call centre does not allow agents to call members back. So members are essentially left to spend their own time and money repeatedly trying to get assistance.

I genuinely cannot understand how a major changeover could result in such a noticeable decline in customer service. We were assured that the transition would be seamless, but from a member's perspective, it has been anything but.

Bonitas/Momentum needs to seriously address its customer service. Members should not have to chase repeatedly for answers, wait weeks for basic queries to be resolved, or spend money calling a call centre just to get information about benefits they are paying for.

After being a loyal Bonitas member for so many years, I am extremely disappointed. At this point, I am not even confident that posting this review will result in a response, but I hope someone finally takes ownership of the outstanding issues and provides the level of service members deserve. The changeover to Momentum has been a horrible experience. Members were told that the transition would not negatively affect us, yet my many experiences has been the complete opposite.