Unprofessional and no resolution after almost a year
My dad passed away in July last year and I notified the medical aid and asked to terminate his membership. I also advised to make my mum the new main member and my younger brother the dependant. I was asked to send through the death certificate and copy of my dad's ID which I did. I did not receive any correspondence thereafter and later realized that the whole membership was terminated. I have called and emailed asking Boncap to reinstate my mum and brother as they should never have been terminated. My dad was the main member but I make the contributions and asked them to leave my mum and brother on the medical aid. They have asked for all annual documents in December which is proof of income, copy of ID, letter from person paying contribution and proof of banking details. I sent this through and two weeks letter when I did a follow up I was asked for documents again, I resent the documents. Then two weeks later I was told to rejoin the medical aid as it is longer then 3 months, I wrote back saying this query is going back and forth and when I asked for reinstate which they should never be terminated was about 20 days after my dad passed. It was not longer then 3 months. I called the call centre and the call centre lady said I must send through the correspondence, I sent it through and 3 days later I am asked again for the death certificate and membership number which was on the sent email. They have no clue of what they are doing with communication. This has been going back and forth for the last year without anybody that the initiate to resolve the fault on their side. I asked to speak to a manager which they refuse to put me through. I do not see why I should rejoin and go through all the formalities again when it was Boncaps fault that terminated the entire membership. Another thing is they have never communicated or sent me correspondence that the medical aid will be terminated. I found that to be very unprofessional. I would like my mums and brothers membership to be reinstated immediately as I never instructed for their membership to be terminated in the first place. 