When we first joined Bonitas Medical Aid in 2010 we were generally happy with their service. However, it soon started deteriorating - a little problem here and there. In the last year it has started sliding at a frantic pace! Do they not employ enough people to deal with the number of members they have, or do they not provide sufficient staff training? Almost every claim ends up in a fight just to get them to pay. We waited nearly a year for them to pay an in-hospital lab account and had to resort to lodging a complaint with the Medical Aid Council to get it paid. We have now been trying to resolve another in-hospital claim for an emergency appendectomy - the Dr's account clearly shows the correct codes for PMB, etc, which means they have to pay the account, but they have paid less than half as it was processed incorrectly. In the meantime it costs us money to keep phoning to follow up, and every time you phone, you have to first give them your entire personal pedigree before they will help you. We have so many reference number, yet all the promises of "within 5 working days" and "someone will phone you back today" are just window dressing. BUT make sure you pay monthly!
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