Collapsed Customer and Query resolution services by Bonitas
I have a few days ago written a review regarding fraud that the medical fund perpetuates with pharmacies in terms of claims; how Bonitas handled my query is as follows:
- They reply on Hellopeter and issue a promise to resolve my concern;
- They then buzz me on my phone (give a single missed call) and sent an email saying they have attempted to contact me on several occasions without luck;
- Advise that I should log formal queries with their query line and provide evidence for investigation;
- I then do as advised: Upon logging queries through their channels there is no Query reference, no feedback/response, no resolution timeframes communicated.
- No platform to further make follow-ups on your query by other means, no clear escalation procedure with timeframes. A query becomes a dead-ended without acknowledgement.

I have concluded that this is a systematic approach towards their handling of queries, which has resulted in my perception of their complaints handling as  careless and collapsed.