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Simone B
1 reviews | Active since Dec 2021
25 Apr 2025, 12:16
Claims medication without a scrip
My fiance is on chronic medication, Been on Boncap since January, He claimed through a pharmacy every month. Today when we wanted to claim, The pharmacist told us, We cant het test strips it was claimed on the 14th April, But on her side it shows out last claim was 29th March. She phoned Bonitas, They told her, The Test strips was claimed through Marara pharmacy and delivered. Marara pharmacy doesnt even have his scrips, i mailed them asking what out co payment would be, Please note NO SCRIPT was added to this email, and we didnt get any test strips? So where is this now? And how can you claim on his behalf without a script? I tried contacting you guys, I have been on the line about 35min due to high call volumes.
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Marara Pharmacy's replyOfficial
26 Apr 2025, 12:36 Dear Simone B,
Thank you for bringing this matter to our attention. We sincerely apologies for the frustration and confusion this situation has caused both you and your fiancé.
We have reviewed the details of your complaint and understand your concern regarding the test strips that were allegedly claimed through Marara Pharmacy without a valid prescription or your knowledge.
Please allow us to clarify the situation:
We take this matter very seriously and are currently investigating how this claim was submitted without a prescription or delivery confirmation. We will also liaise directly with Bonitas to ensure the matter is fully resolved, and your fiancé’s chronic medication claims are not negatively impacted.
Once again, we apologise for the inconvenience, especially the long wait time you experienced while trying to reach us. We are committed to resolving this issue quickly and ensuring it does not happen again.
Regards
Marara Customer Experience Team
Thank you for bringing this matter to our attention. We sincerely apologies for the frustration and confusion this situation has caused both you and your fiancé.
We have reviewed the details of your complaint and understand your concern regarding the test strips that were allegedly claimed through Marara Pharmacy without a valid prescription or your knowledge.
Please allow us to clarify the situation:
- According to our system, a claim for test strips was submitted under your fiancé’s profile on 14 April via Marara Pharmacy.
- We acknowledge that no prescription was attached to the email you sent, and Marara Pharmacy has also confirmed that they have not received a script from you to dispense the item.
- Based on your report and confirmation from Marara Pharmacy, it appears the test strips were not delivered to you, despite the claim reflecting in the system.
We take this matter very seriously and are currently investigating how this claim was submitted without a prescription or delivery confirmation. We will also liaise directly with Bonitas to ensure the matter is fully resolved, and your fiancé’s chronic medication claims are not negatively impacted.
- We have logged this incident with our internal team for urgent follow-up.
- A dedicated consultant will reach out to you within the next business day to provide a full update and way forward.
Once again, we apologise for the inconvenience, especially the long wait time you experienced while trying to reach us. We are committed to resolving this issue quickly and ensuring it does not happen again.
Regards
Marara Customer Experience Team
Marara Pharmacy's reply26 Apr 2025, 12:36
Official
Dear Simone B,
Thank you for bringing this matter to our attention. We sincerely apologies for the frustration and confusion this situation has caused both you and your fiancé.
We have reviewed the details of your complaint and understand your concern regarding the test strips that were allegedly claimed through Marara Pharmacy without a valid prescription or your knowledge.
Please allow us to clarify the situation:
We take this matter very seriously and are currently investigating how this claim was submitted without a prescription or delivery confirmation. We will also liaise directly with Bonitas to ensure the matter is fully resolved, and your fiancé’s chronic medication claims are not negatively impacted.
Once again, we apologise for the inconvenience, especially the long wait time you experienced while trying to reach us. We are committed to resolving this issue quickly and ensuring it does not happen again.
Regards
Marara Customer Experience Team
Thank you for bringing this matter to our attention. We sincerely apologies for the frustration and confusion this situation has caused both you and your fiancé.
We have reviewed the details of your complaint and understand your concern regarding the test strips that were allegedly claimed through Marara Pharmacy without a valid prescription or your knowledge.
Please allow us to clarify the situation:
- According to our system, a claim for test strips was submitted under your fiancé’s profile on 14 April via Marara Pharmacy.
- We acknowledge that no prescription was attached to the email you sent, and Marara Pharmacy has also confirmed that they have not received a script from you to dispense the item.
- Based on your report and confirmation from Marara Pharmacy, it appears the test strips were not delivered to you, despite the claim reflecting in the system.
We take this matter very seriously and are currently investigating how this claim was submitted without a prescription or delivery confirmation. We will also liaise directly with Bonitas to ensure the matter is fully resolved, and your fiancé’s chronic medication claims are not negatively impacted.
- We have logged this incident with our internal team for urgent follow-up.
- A dedicated consultant will reach out to you within the next business day to provide a full update and way forward.
Once again, we apologise for the inconvenience, especially the long wait time you experienced while trying to reach us. We are committed to resolving this issue quickly and ensuring it does not happen again.
Regards
Marara Customer Experience Team