Bonitas poor service costing me money.

Good day

I called in on the 12/02/2026 to do the authorizations, they confirmed all is in order and even waived the co-payment. I see I owe:

Dr Naicker R12 685.26 Dr Kushal R8 090.90

I asked her at the end is there anything I should be warned about, she mentioned one to two things like prosthetics and something else, but nothing about what I would need to pay to the hospital or the doctors which are not part of the Bonitas panel/scheme. There has to be an obligation from Bonitas to make clients aware of co-payments, or other possible payments which they do not cover, especially on a recorded line where I clearly asked her if there is anything I should be warned about.

Where will I find R20 776.16 to pay the above 2 mentioned parties when nothing was disclosed to me which should have clearly been disclosed to me. I also spoke to Mohammed (BONITAS) from Client services JHB, and he confirmed that it should’ve been confirmed on the recorded line as well as on email, I was not advised that the Doctors and hospital are not part of the Bonitas Medical scheme panel and charges over and above the scheme rate when I called in to do authorisations.

I do think this case if worthy of being taken to the ombud if no resolution is found. Please pull the recording to confirm if this was discussed on the call recording.

I spoke to a lady by the name of Shinaaz in CPT, I asked her to log a complaint for me regarding a query, 2 weeks later, no feedback. I got a call from a lady named Bronwyn if I’m correct, I think she was in management, she tried to explain the document sent as well, however I disputed based on the facts noted above. She said she’ll call me back, 2 weeks later no feedback.

Can you please get your stuff in order, either pay or reject, so I can take this request to the OMBUD as I strongly feel this was negligence on your advisor side!

I have all the calls and communication with Bonitas. Most importantly all calls which they cannot seem to find. Medical aid number: ***