The Council for Medical Schemes (CMS) has received 46 complaints from Bonitas members following the medical scheme’s change of administrators and managed-care providers on 1 June, with two cases considered sufficiently urgent to warrant the regulator’s expedited investigation process.
Within days of the 1 June transition, Bonitas’s social media platforms filled with complaints from members reporting difficulties obtaining authorisations, accessing chronic medication, reaching support channels, and using the scheme’s digital platforms.
In its response to Moonstone on 25 June, Bonitas said service levels were “returning to normal levels on a daily basis”. More recent comments posted on the scheme’s Facebook page indicate that some members continue to experience difficulties.
In response to questions from Moonstone, the CMS said the 46 complaints were registered between 1 and 26 June.
The regulator cautioned, however, that the complaints cannot yet be attributed specifically to the post-transition service disruptions.
“The issues complained of date back prior to the scheme’s transition to the new administrator,” the CMS said, adding it would conduct further analysis of the contributory factors as investigations unfold. At this stage, all 46 complaints remain in the early stages of investigation, and complainants have not specifically identified the change in administrator as a factor.
The CMS confirmed it has corresponded via email with both Bonitas and Medscheme Holdings regarding the challenges experienced.
Asked whether it was actively monitoring the situation, the regulator said it was but noted that “the transfer of data is a contractual issue that needs to be managed by the parties concerned”.
Moonstone also asked what powers the CMS has where service disruptions affect members’ ability to obtain authorisations, chronic medication, or other healthcare benefits.
The regulator said that where there is evidence pointing to a contravention of the law, the Registrar of Medical Schemes may issue directives requiring compliance with the law.
Asked whether it had identified concerns that warranted regulatory intervention, the CMS said it is in contact with the scheme, and Bonitas has since communicated a plan to resolve the issue.
“The plan appears to be bearing fruit.”
A difficult start
The complaints follow one of the largest administration and managed-care transitions in South Africa’s medical scheme industry.
Before the 1 June go-live, Bonitas, Momentum Health and Private Health Administrators (PHA) repeatedly assured members, brokers, and healthcare providers that extensive planning, contingency measures, and enhanced governance had been put in place to support the transition. While acknowledging that challenges could arise, they said the focus would be on maintaining continuity of care and responding quickly should problems emerge.
On 1 June, Bonitas transferred its administration from Medscheme to Momentum Health Solutions, while managed-care services moved to PHA.
As Moonstone previously reported, members immediately began reporting problems obtaining hospital and specialist authorisations, accessing chronic medication, reaching call centres, logging into digital platforms, viewing medical savings balances, and obtaining savings refunds. Some reported postponed procedures, delayed treatment, and extended waiting times for assistance.
Read: Bonitas members caught in service disruption after administration switch
The transition also sparked a public disagreement between Bonitas and Medscheme over the causes of the disruption, with Bonitas attributing many of the problems to unresolved legacy matters and data anomalies, while Medscheme maintained it had warned against the “clean-cut” transition approach and had communicated expected query volumes in advance.
Read: Medscheme rejects Bonitas’s explanation for post-transition disruptions
Bonitas: Recovery continues
In its response to Moonstone on 25 June, Bonitas said significant backlogs had been addressed across several key areas, including claims payments and managed-care authorisations.
The scheme said the first batch of claims payments and healthcare provider payment runs had been conducted with positive outcomes and that further payment runs were planned “over the next few days”.
Bonitas also said on 25 June that “service levels are returning to normal levels on a daily basis”, and it had noted “marked decreases over the past week”.
“The vast majority of the backlog has been cleared,” the scheme said, adding that queries requiring additional adjudication represented less than 15% of the initial volumes.
Bonitas also said query volumes had stabilised across several key customer touchpoint channels, and it continued to operate within the requisite regulatory guidelines and adhere to the same, including the necessary scheme rules and governance aspects.
Asked whether complaints to the CMS had increased, the scheme said it had “not seen an influx of these concerns” and would continue responding to queries in line with its standard operating procedures.
Bonitas thanked members for the “grace and patience shown to us during this transition”, apologised for “any inconvenience caused”, and said it would continue to deploy additional resources to ensure it met members’ needs.
Bonitas also said membership levels remained stable.
“While there have been queries raised, our records indicate that the large majority of our members have not experienced any change in proceedings.”
Members say problems persist
Public comments posted on Bonitas’s Facebook page indicate that some members continue to experience difficulties.
The scheme’s most recent Facebook post, published on 17 June, asks members who have paid for healthcare services themselves to email their claims together with supporting documents for reimbursement. Public comments on that post have been restricted.
An earlier post, published on 3 June, remains open and continues to attract complaints, including several posted within the past few days.
One member, Caylin Fortuin, who said she was 38 weeks’ pregnant, described struggling to obtain authorisation for a Caesarean section despite having undergone two previous C-sections.
“I’m literally meant to have my birth on the 2nd,” she wrote. “I’m so scared to go to the hospital because I’m not sure if the hospital will get through to anyone to get an auth no… having a medical aid is meant to give you peace of mind… but the fear and stress I’ve been having while being on my last pregnant has been extremely difficult for me.”
Other recent comments referred to difficulties registering on the new app, accessing prescribed minimum benefits (PMB) care plans, obtaining chronic medication approvals, resolving rejected claims, and reaching consultants through the call centre.
One member recovering from major surgery said claims had been rejected while a chronic medication application remained outstanding.
Another, Deidre Zimri, questioned whether enough was being done to resolve the continuing complaints.
“Is anything actually being done about all these complaints, or are we all just getting the same automated replies?”
She added that members were “begging” for “a proper update and not just another standard response”, while a later post appealed directly to the scheme: “Please hear and read our cries. There can’t be this many complaints without real action being taken… We don’t need more automated responses, we need solutions!!!”
Another member wrote: “Today is the 25th of June and still we are experiencing all sorts of problems from Bonitas since the 1st of June… Smooth transition my foot.”
Additional resources deployed
In a joint statement issued on 25 June, Bonitas, Momentum Health, and PHA acknowledged that challenges had emerged during the early stages of the transition.
The organisations said, “no transition of this scale will happen flawlessly” and expressed the hope that “the worst of it is behind us”, adding that members could look forward to “a more enhanced experience going forward”.
They said more than 600 employees had been appointed, with a dedicated focus on supporting members, resolving queries, and ensuring continuity of care. Dedicated teams continued to work extended hours, while additional resources had been deployed across service channels to resolve outstanding matters.
According to the statement, significant progress had been made in reducing backlogs relating to savings refunds, hospital, and chronic medicine authorisations.
The organisations also said:
- more than 47 000 healthcare providers had been registered on the new Provider Zone, while provider onboarding continued;
- response times on the Bonitas WhatsApp support channel had improved significantly following the clearance of the initial backlogs; and
- more than 40 000 member registrations had been recorded across the Member App and Member Zone.
The statement added that Bonitas, Momentum Health, and PHA had maintained close engagement with healthcare providers, hospital groups, and other stakeholders throughout the stabilisation process. According to the organisations, those engagements had enabled faster identification and resolution of issues and strengthened collaboration across the healthcare ecosystem.
Bonitas, Momentum Health, and PHA said they remained fully aligned in their commitment to members and healthcare providers.
“Our focus remains firmly on supporting members, restoring confidence, and ensuring uninterrupted access to quality healthcare.”
Bonitas has becoming rather pathetic, clients interest doesn’t appear to be a priority. They routinely ignore emails and when they do respond it is “boilerplate” pre-prepared responses (possibly auto generated).
I have lodged a formal complaint at CMS but I’m not hopeful, South African regulatory institutions seem rather toothless in the face of malpractice and more eager to placate the offending body.
Bonitas service levels are questionable. They are resistant to assist the it clients, in theor times of need. Bearing in mind that the client is in dire need in some instans. And they request the most from the patient in order to pay a claim. Bonitas had problems before the change of administration.
As an adviser, it has been a complete nightmare to deal with. It takes weeks on end to receive any feedback for the simplest of requests and tasks. Extremely frustrating and to add to that, multiple email addresses to be used for the same department… ? like why. This is far from being good. It was a massive issue prior to the transitions. it is unfortunately even worse now. You need to piggy back off the DH or Mometum Health systems and implement those. Breeze to work off and with! Clients turn on us eventually for your non operation systems.
Yes i am alo a Adviser for Bonitas and this is transision did Bonitas not good. there reputation is down the drain. Member complaining and moving to other schemes. Tired of sending mails and sent from pillar to post and there admin , agreed Bonitas must stop blaiming other partners and go back to Medscheme which did a good job
This change with Bonitas has been a nightmare, the last 2 months i had to pay thousands of rands cash for things not covered. All of a sudden my chronic heart meds was not covered. My son was admitted into hospital and his CT scan and blood tests had to be paid cash ad they rejected the claims. What is the actual point of paying medical aid if they aren’t going to cover anything?
I am unable to reregister on the member zone. The password format given does not work and despite numerous queries the matter remains unresolved. Furthermore the previous responses to claims submitted ie claim confirmations and claim status reports are not received timeously or not at all. This afternoon members were promised nothing would change. Even my debit order for july had not gone through. Has the administration totally collapsed.
I had the same problem. It turns out that they had my old email address of more than 2 and a half years ago! I eventually after many attempts got through to an agent and during the verification process realized the problem. I am now on the app but my defendant’s details are not there!
Same here,had a emergency could not get hold of Bonitas for approvals,most of the claims were rejected as no approval.Re submitted but yet no response,only received a automated email received.The web site also would not allow the registration of dependants,have mail Bonitas only got automated reply to try again.Very disapointed with Bonitas service ,you can’t get hold of everyone at Bonitas to talk to
Ek en my man moet ook by betaalings doen en medies gou uitgeput en ons as pensioenaris betaal baie n maand en nog by betaalings ook waar ons pensioen minder is as ons medies baie kroniese meds moet ons inbetaaling maak my man hart en long lyer en ek diabetes maagpille het hulle omtrent nooit en stress pille moet ek koop plus my man se bloedverdunnings pille kan nie meer by hou nie
That is not the only problem You are forced to use Marara pharmacy Pathetic they do not understand a 30day cycle They give you your medication every month say on the 28th of that month And that’s it
“Service Levels returning to nornal”. What a blatant, i take you for a fool, lie.
2 weeks to obtain a hospital auth – and still nothing!
I’ve tried every single channel available.
Absolute shambles
I agree Bonitas has been become pathetic, I now need to pay for chronic medication where in the past I didn’t need to. I have sent emails no response
I am also a pensioner!
I’m currently doing enquiries to other medical aids
This new management of Bonita is pathetic. My grandson with epilepsy had to wait from 11am to 17.30 for authorization and still was pending until.next day for admissions. U wait from.45 min to 1hr maybe never for a call to be answered.
I had to pay my chronic meds at the chemist as my number had apparently changed.
I then went to the app and submitted a claim. It did not show as a claim on the app after i was done. I then sent an enail claim 2 weeks ago. I got an answer with a reference but thats it. No refund as yet from 16 June. Bonitas has failed now im afraid. I just hope i dont need to go to hospital soon.
Bonitas is no more the same,I went to pharmacy to get flu medication but I was told that they couldn’t find the quotes because of the changes I became frustrated
I submitted my saving claim on 5th November 2025, the previous administration made so many false promises which they never fulfilled, I was also informed by one of their agent that in January 2026, there was an extension done of which I didn’t not received till now its hide and seek. As from 1/6 I was promised to receive a call from consultants of which it never happened
I wrote 2 complaint letters to them and to CMS nothing is happening
I am a pensioner. Bonitas is just a disgraced medical aid
Why did Bonitas change, only for the clients to end up with problems and Bonitas are very expensive!! Sending me a statement to pay out of the blue, for over R4000?? All of a sudden CO-PAYMENTS for generic medication?? I will find myself another medical aid!!😡
Me and my family can not get our chronic med on chronic because it is not one of the PMB conditions, while before it was no problem. They promised that no benefits will change. You can not speak to anybody the only communication is via e-mail. We need our meds and what has been promised is not being met. Thinking of changing medical aid.
It’s no use, the CMS is biased and no matter what covers the medical aids. I had an issue that continued escalating..the Bonitas said they didn’t pay for the procedure, when I found out some member on the same plan was paid for then they took 4 months to review, then they approved and said I will be reimbursed the following year they said it’s a stake case and cannot reimburse according to the second judgement by CMS. I was with Bonitas for 5 years and was the worst medical aid iv been with.
We were promised that the transition will not affect our current benefits.Not true, my co-payments for my chronic medication has jumped from R30 to R 110.
Momentum has unilaterally replaced the formulary list.One can assume that in the new year, Momentum will change the Bonitas plans.Many will join elsewhere.
True Bonitas is now becoming a different scheme
With marara pharmacy, it’s a nightmare, so unprofessional and they don’t send your medication on time
Who is Marara? I was not advised that I had to use them. Are we now no longer allowed to use the Clicks Pharmacy that I was told to use. Why is there now a co-payment on my generic PMB medication. Why were we told that nothing would change – obviously not true.
Even if you obtained Auth, they still default on payments to providers leaving patients with huge copayments. Fees keep going up, service keeps tanking. Another institution neglecting it’s members to keep shareholders happily overpaid. Disgusting lack of humanity.
Additionally the CMS kept rejecting my complaints because they didn’t like the format of attachments , but even after changing it they still rejected it.
I have ordered my chronic medication from Clicks pharmacy. Yesterday I got told I that I have no day to benefits left. Where I normally pay R168 co- payment [ had to pay the full R460 for my medication . Honestly I am paying R4570 a month. Definitely looking for another medical aid.
A serious Gupta-like investigation need to be undertaken to see who gained financially, when they moved from Medscheme to Momentum. It cannot be done by CMS as they might also be involved.
It’s really an immense change for a very big medical scheme. As a former career person in Bonitas I believe that the service levels will improve drastically. I wish them all the best
I am now more concerned that my complaint will dissappear now thar Momentum has taken over from Bonitas.
I submitted my complaint in January / February 2025.
Although I have followed up with the CMS on a regular basis I still do not have a decision.( 17 months). I am basically “rfobbed off” every time. The CMS SYSTEM does not allow any direct contact with their allocated agent to obtain any feedback.
All I got, month’s ago, was that Bonitas had followed their rules and regulations and thar was that and they considered may case closed. ( COMPLETE Arrogance !!)
Perhaps I will now hear from the CMS . My complaint is that Bonitas’ rules and regulations are unfair and that they also contravene the Consumer Act.
What is happening is deeply concerning.
On paper, Bonitas Medical Fund offers many unique and competitive benefits, but in practice it is becoming increasingly difficult to understand why members would remain on a scheme that is currently so chaotic and operationally unstable.
We have had multiple clients spending hours on calls simply trying to obtain authorisation.
Most concerning was a recent case involving a 4-year-old child diagnosed with Meningitis, where the parents were required to pay approximately R30,000 upfront just to secure admission because the system could not process the authorisation correctly. For a condition that may potentially qualify as a PMB, this is unacceptable.
Our office submitted this member’s application before the transition. After the transition, we were informed that we were not the broker on record. On a separate follow-up, we were then told that the membership could not be found and that the original application did not exist on the system. At the same time, the member could not register on the app because her email address had never been loaded, resulting in critical communication being delayed or missed entirely.
There are clearly multiple breakdowns in this transition process, and unfortunately members are carrying the consequences.
Authorisation was eventually released yesterday, but now the next challenge begins — ensuring that the hospital can navigate and apply the new systems correctly, as providers themselves appear just as uncertain.
We have also had another case where a member submitted a downgrade motivation due to financial hardship shortly before the transition. To date, there has been no progress. Even after visiting the Bonitas walk-in centre, the member was simply told to continue emailing and following up.
The reality is that we are now forced to make multiple calls and send multiple emails just to get a medical scheme to fulfil its basic obligations. This also forces brokers and members to create unnecessary paper trails in the event that a formal complaint needs to be escalated to the Council for Medical Schemes.
Recently, a single call just to obtain feedback on an authorisation took over an hour and a half.
Clients cannot be subjected to this. It is unethical.
As brokers, we can offer valuable advice, support, and advocacy — but when a medical scheme’s systems are fundamentally flawed, it becomes a losing battle for everyone involved, especially the member.
This transition requires urgent intervention, transparency, and accountability from both the Council for Medical Schemes and Bonitas.
Healthcare payments managed centrally on the insurance-based model below 50% from 01.01.2014 – from same privately owned, digital NHI (non-human interface). The hub and spoke risk transfer arrangement.
Why does Bonitas not disclose the financial value of members benefit to members?
Since members benefits payable to registered providers in terms of MSA are approved by the Regulator before the new year starts, and clients of FSP (administrative) providers are schemes and not clinical practices. The comments published above refer to the chaos predicted by BHF in 2012, within the payment of claims to clinical healthcare practitioners: before the 15% vs 85% provider split was imposed.
Savings refund initially done in November 2025 and since then sending repeat documents 5 times, no refund as yet. It seems that the call centre agents are trained like an automated system. They all say the same thing, sorry for the inconvenience, I will escalate but nothing happens. Bonitas is shameful, no matter all the excuses you make in convincing even the CMA, you have put patients lives at risk.
I was a Bonitas member and terminated my membership 31 December 2025. I have sent e-mails, phoned the call centre with no agent attendance after an hour. I requested my Tax Certificate which they keep on taking my details and escalating with no success.
So sick abt this medical aid. Been paying every month but cant even get what’s prescribed to me. They telling me about formula list but still cant authorize medication. Since i used this medical aid I’ve never gotten any help
Bonitas is just a night mare now. The call centre agents dies not answer phones. The monthly statement dies not reflect any information of benefits/benefits used and available.
I had to pay out of pocket for medication and still waiting for my refund.
From what I heard the reason for change over to Momentum, their tariffs are cheaper…. and their service are very poor.
I agree with all of the complaints mentioned here, it’s been almost a month with no replies or aphone call.
WhatsApp not answered.
Bonitas are quick to take my premium. In 13 years being a member I have not experienced such bad service.
Bonitas is really very bad. I’ve been waiting almost two months for a PET CT scan approval. My broker has been following up weekly. They might as well just close down honestly. I’m thinking of getting my lawyers involved.
Bonitas Medical Aid has become a total nightmare. My July contribution increased without any prior notification like they previously did. I cannot get my diabetes chronic medication without paying R900 co payment to Pharmacy Direct. Previously had no problems. I am a pensioner getting a SASSA old age grant😭😡 I might as well cancel my Medical Aid and use the Government Hospitals. Who cares about the elderly these days. Shame on you Bonitas.
I agree with all of the above complaints by these members. I am still waiting (3July) for a reply on my queries of 17 June. I still don’t know if my DBC date has been extended as requested, the wound care facility authorisation has been approved or the xray for my ankle will be paid. Since 1 June being Bonitas member is a total disgrace because service providers complain they fear of not being paid if they help you. Its time to move to another medical aid.
Email whatsup doesn’t work. Bonitas has certainly not kept their word. Needed urgent authorization to see a Specialist from 19 June, still awaiting consultant to contact me, sent emails, tried contacting them but to no avail. Now Specialist can only see me now at the end of August. Received no acknowledgement of payments paid to Doctors. VERY UNHAPPY
Why did they make a transition before setting all system properly. They don’t even bother to respond on whatsap, I won’t even mention the call. I was on the phone for 41mins, no answer. I decided to make a move to discovery. Our lives is at risk because if we can’t access medication or any health service what’s the use. I have positive balances on my benefits that arw showing on member portal but Lancet was not paid. I owe Lancet now and when I call to get a clear explanation there is no one to speak. Bonitas and momentum are saying to us that whatever we need to enquire about we will get the answers from our dead grandparents. 😡
I have had so much issues with Bonitas they saying I’m behind with payment but gave proof of debit orders going off. Their service sucks. They used to be the best but not anymore. Call center can’t help hold6on for more than 30 minutes just to be told they can’t hell unless you send a mail. After numerous mails NO FEEDBACK!!!! Useless
The entire process from RFP to Appointment, leaves much to desire.
From a Due Diligence perspective, how did both MH & PHA provide proof of their Experience, Capacity & Ability to manage a scheme, the size of Bonitas?
At the time of MH & PHA appointment – the parties DID NOT have the cpacity – ito human capital – to take-on the administration of a scheme as large as Bonitas. Previous media statements by MH, indicated that the 600+ additional employees were appointed, AFTER the Admin Contract was signed…
I agree with all the complaints here .from I June the shit started with the switch over. I have been a member for over 25 years…. members had to experience the ffg :
1. service providers and pharmacy saying system saying I’m not a member or membership don’t exist
2. Had to pay co payments in thousands
3. claims being rejected
4. had to pay for chronic medication cash
5 can’t get through call centre
6. Pharmacy and doctors having a problem sending claims through ,saying Bonitas system is down and members must pay cash .
7 send email , no response,
8. certain medication not approved, but previously with medscheme it was
9. the inconvenience to go from one to another service provider for meds to see if they could get through Bonitas or to claim…..no success …
10. co payments were a nightmare it’s like you didn’t have a medical aid but charge co payments when in the past you were not charged..
I think Bonitas members must do several things
a) Get the medical ombudsman man involved
b) do a collective claim against Bonitas to compensate members not only for paying cash but to claim for , stress, inconvenience,difficulties, mental anguish, extra costs or charges incurred , because the transition should not have been at the expense of Bonitas members .
c) there must be accountability by Bonitas, it’s CEO or principal officer.
Bonitas must come up with a programme to compensate members .
Bonitas you are a big disappointment Sent you an email on 30/6/2026 and you said I would get a reply within two working days, still waiting, you are pathetic, wait for ages on the phone only to be put through from person to person, shows you have people who don’t know what they are doing . Time to take Bonita’s to Carte Blanche,!!!
My husband was admitted to hospital for surgery due to a bike accident. It took 7 hours fot bonitas to give an autherisation number, then they reject claims for in hospital benefits. What a joke. Why fix something that was not broken.
When I joined Bonitas last year they were actually good but since this take over it has become a nightmare to deal with them…I agree with most of the complaints above. My June contribution went off TWICE then they said i didint pay so i paid it myself so that I could be assured my son and I would be covered. then money suddenly appeared in my account with an appology. I submitted a claim from 17 June and it still hasnt been paid!! Last year my doctor warned me not to join Bonitas because they are bad but did I listen , no as I thought they would be better than my previous medical aid!! To try and get through on the phone is a nightmare as nobody answers your call, I have spent R200 just trying to speak to someone over 3 days but all you get is horrible music playing in your ear. When you submit a claim, you receive an email with a ref number saying that they will get back to you within 3 days and thats where it ends. I sincerely hope the CMS will do something about our complaints and take our concerns seriously. THIS CANNOT GO ON LIKE THIS. I WILL BE LOOKING FOR A NEW MEDICAL AID AGAIN!!!!
I have two claims for refunds outstanding: one dated 15th June for PR # 0503452. R610, 70. The other dated 23rd June for PR #0037303. R3639, 00. I have quered the delay on a number of occasions to no avail.
My man het kroniese medikasie wat hy vir sy hart moet gebruik. Hy het 2/6 en 4/6 ontvang. By navraag oor 3/6 het ons net 2 items ontvang. By navraag oor die 3de item (prexum) was gesê daar is nou ‘n bybetaling van R24., maar op 4/6 se staat is geen bybetaling. Nog steeds wag ons op die medikasie.
Tweedens was ekself geskeduleer vir ‘n operasie op 22 Junie en moes dit kanselleer, want volgens fonds word dit nie gedek op ons plan nie. Nog nooit voorheen probleme met Bonita magtigings gehad nie.
We have just noticed that our membership fees has gone up by R1500.00 from 1/7/2026 without any notification. Bonitas’s increase was usually 1/1 every year. We are pensioners how are we expected to afford such increases?
I have been trying to resolve 3 unpaid claims for more than a month. None of their channels work. I’ve wasted hundreds of rands of airtime waiting for my call to be answered. When it finally is answered you get transferred from one department to the next and then the call is cut off or no one is able to assist. The WhatsApp messages and emails are unanswered. Why are there multiple email addresses for queries? I’m beyond frustrated. The service went from excellent to rubbish overnight.
Bonitas all of a sudden have a problem with Liberty s deduction and I have been suspended twice already. I am at the point of trying to get hold of someone at Liberty but the annuiety department is not contactable. I have send a second email to Liberty without any luck. The monthly statement does not make sense from Bonitas. I get my Libery deduction statement every month.
I need to get authorization for an eye injection on Thursday 10th July. What hope have I got, Ill start phoning tomorrow .
I was supposed to go for an embolism operation, my authorization was declined, I went to the Dr on the 5th July apparently I dont exist, I dont have an access to the app,im extremely frustrated 😤 what do I do.
Nothing has been resolved. The issues began on 28 May 2026 when I needed urgent blood work done and Lancet was unable to find me on any of Bonitas’ systems. I had to pay as a cash patient. The claim, which was submitted on the day, was ignored, resubmitted and then rejected, with no communication. I am pregnant, so my doctors require upfront payment and then claim it back. To date, I have claims “that will be processed in 3 business days” from 15 June and 26 June that haven’t even been processed on the system. The whatsapp line says “transferring you to an agent” and nobody ever gets back to you. The emails don’t get responded to. The call centre takes your details and says an agent will call back – I have yet to receive any calls. I went to the walk-in centre and was helped by a very friendly guy, but he said he cannot help – he needs to also submit to the claims team and wait. If I were not pregnant, I would have cancelled my Bonitas Membership. This service is pathetic.
I
Totally disappointed with the service from Bonitas now that Momentum has taken over being the administrators. Your monthly statement gives you no idea of where you are financially, and my Broker cannot even get them to answer their telephones, let alone reply to emails. Co-payments are up. Medscheme had their moments, but were a LOT better than this current Administrator. Poor poor show Bonitas.
Good day
It very frustrating the past few months in receiving my medication.
Since the new administrationors my chronic medication gets changed to acute medication without any reason.
Telephone inquiries is appalling…40 to 45 waiting for an answer then you are transfered to another extension and back in the queue
I’ve been a member of Bonitas for 24 years and never have I had to struggle this much to get my bills paid. Bonitas claim I missed a payment. I’ve send them proof from my bank that they debited my bank account like clock work every month. I think the members should try to find out, how to get a class action lawsuit going. Hopefully in the member audience there is is someone that can help with this.