Bonitas Excellent Medical Aid Benefits with incompetent staff
As a Bonitas member, I requested membership to their Oncology benefits and only received confirmation 3 weeks after numerous emails to this regard. After the operation, I was referred to an Oncologist for post op consultation. I requested Bonitas to confirm that the Oncologist provided was contracted to the Oncologist benefits. Numerous emails were sent to this regard and when I eventually attended a consultation with the Oncologist, Bonitas indicated that only a portion of the claim will be paid as the Oncologist were not SAOC contracted as per their requirement. I requested once again a list of Oncologists which I could use and eventually I received a spreadsheet from Bonitas stating that Vita Oncologists were not contracted to SAOC, therefore the medscheme rates were applied. When I sorted on their spreadsheet, I found that the Oncologist was contracted to SAOC as per Bonitas requirements and requested a response from Bonitas. I then received an email stating that the total Oncologist claim was paid. The same day later, I received an email from Bonitas stating that the Oncologist amount WILL be escalated. It seems that the staff at Bonitas do not know what the next person is doing and as a member, am totally confused as one is dealing with a CallCentre/consultants who has no customer focus. I have requested on more than one occasion to escalate my complaints to a senior person who can assist but Bonitas system is there to protect the management of Bonitas who seem to have no customer care of their members.
I have a summary of events which I would like to discuss with a competent senior person as to avoid this confusion in future as my queries seem to be handled consistently negatively. This matter has still not been settled