year long battle with approval

On the 27th of August 2024 my son was scheduled for a dental sedation for work that needed to be done in his mouth . for the appointment with the sedation specialist bonitas Bon cap required a motivation letter from the treating dentist . the dentist had written the motivation letter and submitted it to Denis which is the dental department for Bon cap .an authorization letter was received of approval by the main member as well as the dentist office on the 16 of August 2024.the procedure had taken place with the dentist and this sedations specialists .At the end of September 2024 this sedation office gave the main member a call regarding no payment received .the main member then started her long line of querying the payment from September 2024 up and until June 2025 there's been ongoing calls from the main member to bonitas boncap. on the first call bonitas boncap put the main member through to Denis the dental department then said they have sent through the authorization approval letter to Boncap boncap said they had received nothing from denis they were not a aware the procedure next excuse boncap said that the is no funds available yet the member explained that they had not used benefits for the year because knowing the son needed dental work done then boncan saide sedation was not part of the plan the member then explain the that she was told from boncap a motivational letter was required for sedation and upon acceptance would be given which was the case. after that they said the sedation doctor was not a specialist he was a standard Gp which was not the case. after a three hour 3 3way call between main member boncap and Denis the main member received a boncap authorization letter for approval the following month no payment was made the member then inquired why there was no payment made and the call center agent said approval means either we pay or we don't it's a 50/50. The following month the member makes inquiry again regarding payment and bonitas boncap says they won't be making payment as the member took too long to make an inquired the member then gives reference numbers for calls that have been made regarding the inquiries two weeks later boncap agrees to make payment of R1218.36 leaving a short for of R2262.54 yet a full payment is supposed to be made as the sedation doctor is within the network of the bond cap.

The frustration one faces when dealing with bonitas Bon cap medical aid is infuriating but when debit order goes off everything is peachy not once have I skipped a payment or short paid for a month but yet I have to deal with and unprofessional people that keep saying we will get back to you