Bonitas Medical Fund
Verified Business
|1.4|804 Reviews (last 12 months)|Responds in 9h 57m
Bonitas Medical Fund
Verified Business
|1.4
804 Reviews (last 12 months)
Responds in 9h 57m
Rated in:
Scores reflect the Overall AI Score for each category
Bonitas Medical Fund
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Bonitas Medical Fund members describe a deeply frustrating experience marked by administrative breakdowns, unresponsive communication channels, and protracted disputes over claims and refunds. While isolated agents receive praise for compassion and competence, systemic failures across claims processing, billing accuracy, and chronic medication delivery via Marara Pharmacy dominate the feedback, leaving members feeling abandoned during medical emergencies and financial hardship.
Replied to 100% of negative reviews
Reply time on negative reviews: 10h 8m
TrustIndex
2.8
Ranking
#15
in Medical Aid
Reply Time
9h 57m
NPS Score
-75
Recommended: Unlikely
Replied to 100% of negative reviews
Reply time on negative reviews: 10h 8m
Sep '25 - Aug '26
Based on recent customer reviews, Bonitas Medical Fund members describe a deeply frustrating experience marked by administrative breakdowns, unresponsive communication channels, and protracted disputes over claims and refunds. While isolated agents receive praise for compassion and competence, systemic failures across claims processing, billing accuracy, and chronic medication delivery via Marara Pharmacy dominate the feedback, leaving members feeling abandoned during medical emergencies and financial hardship.
The most common complaint about Bonitas Medical Fund, based on Hellopeter's AI analysis of recent customer reviews, is Claims Processing & Authorisation. Members report claims rejected on technicalities, pre-authorisations delayed for weeks even in emergencies, and PMB conditions wrongly excluded. Authorisations granted then reversed months later, shortfalls applied without warning, and oncology and cardiac patients left waiting while procedures stall.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Nov 2014
Good day Case Managers for PMA conditions My mother has been diagnosed with CIPD, this condition is deteriorating my mothers ability to walk, do basic things like open jars, walk on her own without having to cling to her surroundings because she is too weak to walk without a walker. In 2024 her diagnosing doctor requests approval for medication that could help her condition stabilize, but it was declined, no other treatments are helping, not cortizone, or solume**** IV infusions. In 2024 my mother could still walk without her walker. Now 2026 she can hardly walk. The doctor has administered the solume**** IV infusion x2 now in the past two years, as you should know cortizone treatments of that magnitude has other health issues, much more dangerous. The doctor sent another request for motivation due to my mothers health deterioration as well has the solume**** did not work again. This was sent on the 21st April, we still have not had any feedback from Bonitas. What is going on?? And the absolute best part is you have implemented call screening and you can't even call in to chat to an advisor or agent because your information is taken down and a promise to be called back is done, where you need to wait 24 to 48 hours. This is really unacceptable service from a medical aid. I blame Bonitas for the state my mother is in right now. This could have been prevented in 2024
1 reviews | Active since Nov 2014
Good day Case Managers for PMA conditions My mother has been diagnosed with CIPD, this condition is deteriorating my mothers ability to walk, do basic things like open jars, walk on her own without having to cling to her surroundings because she is too weak to walk without a walker. In 2024 her diagnosing doctor requests approval for medication that could help her condition stabilize, but it was declined, no other treatments are helping, not cortizone, or solume**** IV infusions. In 2024 my mother could still walk without her walker. Now 2026 she can hardly walk. The doctor has administered the solume**** IV infusion x2 now in the past two years, as you should know cortizone treatments of that magnitude has other health issues, much more dangerous. The doctor sent another request for motivation due to my mothers health deterioration as well has the solume**** did not work again. This was sent on the 21st April, we still have not had any feedback from Bonitas. What is going on?? And the absolute best part is you have implemented call screening and you can't even call in to chat to an advisor or agent because your information is taken down and a promise to be called back is done, where you need to wait 24 to 48 hours. This is really unacceptable service from a medical aid. I blame Bonitas for the state my mother is in right now. This could have been prevented in 2024
1 reviews | Active since Nov 2015
Dear Bonitas Customer Services / Management, Membership Number: *** I am writing to formally escalate my complaint regarding the extremely poor service, lack of communication, delayed payment/refund process, and unprofessional treatment I have experienced from Bonitas. For several days I have been contacting Bonitas seeking assistance and clarity regarding my outstanding refund/payment. Despite multiple calls and follow-ups, I have not received proper communication, a payment date, or meaningful assistance. Today I spoke to Leen (Supervisor) and Stuart, who informed me that the reason Bonitas cannot provide payment dates or process payments is because Bonitas is transitioning to Momentum. This information was never communicated to me beforehand and I only became aware of it after repeatedly contacting your offices myself. It is completely unacceptable that paying members are left without communication, without updates, and without cer*****y regarding their own funds. As a customer, I should not have to continuously chase for answers while being treated with aggression and dismissive behaviour by staff members. The manner in which this matter has been handled has caused frustration, stress, and serious concern regarding whether members will actually receive the money owed to them by Bonitas. I therefore request the following urgently: • Immediate confirmation that my refund/payment will be processed • A clear and honest explanation regarding the delays • A confirmed payment date • Written clarification regarding the transition to Momentum and how it affects member payments • An investigation into the poor customer service and aggressive conduct experienced during my interactions with staff I trusted Bonitas as my medical aid provider and expected professionalism, transparency, and respect. Unfortunately, my experience has been the opposite. Should this matter continue without proper resolution, I will have no choice but to escalate the complaint further to the relevant regulatory and consumer protection authorities. I expect urgent feedback and resolution. Kind regards, WB Shongwe
1 reviews | Active since Nov 2015
Dear Bonitas Customer Services / Management, Membership Number: *** I am writing to formally escalate my complaint regarding the extremely poor service, lack of communication, delayed payment/refund process, and unprofessional treatment I have experienced from Bonitas. For several days I have been contacting Bonitas seeking assistance and clarity regarding my outstanding refund/payment. Despite multiple calls and follow-ups, I have not received proper communication, a payment date, or meaningful assistance. Today I spoke to Leen (Supervisor) and Stuart, who informed me that the reason Bonitas cannot provide payment dates or process payments is because Bonitas is transitioning to Momentum. This information was never communicated to me beforehand and I only became aware of it after repeatedly contacting your offices myself. It is completely unacceptable that paying members are left without communication, without updates, and without cer*****y regarding their own funds. As a customer, I should not have to continuously chase for answers while being treated with aggression and dismissive behaviour by staff members. The manner in which this matter has been handled has caused frustration, stress, and serious concern regarding whether members will actually receive the money owed to them by Bonitas. I therefore request the following urgently: • Immediate confirmation that my refund/payment will be processed • A clear and honest explanation regarding the delays • A confirmed payment date • Written clarification regarding the transition to Momentum and how it affects member payments • An investigation into the poor customer service and aggressive conduct experienced during my interactions with staff I trusted Bonitas as my medical aid provider and expected professionalism, transparency, and respect. Unfortunately, my experience has been the opposite. Should this matter continue without proper resolution, I will have no choice but to escalate the complaint further to the relevant regulatory and consumer protection authorities. I expect urgent feedback and resolution. Kind regards, WB Shongwe
1 reviews | Active since Apr 2023
i submitted my documents for savings refund on the 7th of may , till today they say my documents are with the finance department , the month is coming to an end still haven’t received my refund im so disappointed with delays
1 reviews | Active since Apr 2023
i submitted my documents for savings refund on the 7th of may , till today they say my documents are with the finance department , the month is coming to an end still haven’t received my refund im so disappointed with delays
1 reviews | Active since May 2026
Avoid Bonitas Medical Aid if you actually expect cover when you need medical treatment. I’m paying around R5,500 per month for the Bon Essential Select hospital plan for two members, and the service has been absolutely terrible. On two separate occasions, both myself and another adult dependant received treatment at private hospitals, and the claims were either rejected or not properly covered. I’ve now been left with a bill of almost R3,000 after receiving treatment in a private hospital — despite supposedly being on a hospital plan. So what exactly are members paying for? The entire claims and pre-authorisation process is a disaster. Endless ICD codes, technical medical admin, complicated processes, and constant back-and-forth with their departments. As a patient, you’re expected to somehow understand and manage all of this yourself while dealing with a medical situation. It’s ridiculous. Their customer service is equally bad. Every call turns into another frustrating process where you’re told something isn’t covered, or you need more codes, more forms, more approvals, more admin. For the price they charge, the service and cover are unacceptable. A medical aid should make healthcare easier during stressful situations, not create more stress and financial problems. I’ve cancelled my policy because continuing to pay for this level of service makes absolutely no sense.
1 reviews | Active since May 2026
Avoid Bonitas Medical Aid if you actually expect cover when you need medical treatment. I’m paying around R5,500 per month for the Bon Essential Select hospital plan for two members, and the service has been absolutely terrible. On two separate occasions, both myself and another adult dependant received treatment at private hospitals, and the claims were either rejected or not properly covered. I’ve now been left with a bill of almost R3,000 after receiving treatment in a private hospital — despite supposedly being on a hospital plan. So what exactly are members paying for? The entire claims and pre-authorisation process is a disaster. Endless ICD codes, technical medical admin, complicated processes, and constant back-and-forth with their departments. As a patient, you’re expected to somehow understand and manage all of this yourself while dealing with a medical situation. It’s ridiculous. Their customer service is equally bad. Every call turns into another frustrating process where you’re told something isn’t covered, or you need more codes, more forms, more approvals, more admin. For the price they charge, the service and cover are unacceptable. A medical aid should make healthcare easier during stressful situations, not create more stress and financial problems. I’ve cancelled my policy because continuing to pay for this level of service makes absolutely no sense.
1 reviews | Active since Mar 2025
I am writing to express my disappointment with the service I have received regarding my savings refund. I have been waiting for my refund for some time, but every time I follow up, I receive inconsistent and conflicting information. Recently, I was informed that my refund was processed on 7 May and that I should expect it within 7 to 14 working days. Those 14 working days have now passed, but I have still not received my money. This situation is very frustrating, and the constant changes in information have made the process even more stressful. I would appreciate it if you could urgently investigate this matter and let me know exactly when I can expect to receive my refund
1 reviews | Active since Mar 2025
I am writing to express my disappointment with the service I have received regarding my savings refund. I have been waiting for my refund for some time, but every time I follow up, I receive inconsistent and conflicting information. Recently, I was informed that my refund was processed on 7 May and that I should expect it within 7 to 14 working days. Those 14 working days have now passed, but I have still not received my money. This situation is very frustrating, and the constant changes in information have made the process even more stressful. I would appreciate it if you could urgently investigate this matter and let me know exactly when I can expect to receive my refund
1 reviews | Active since Apr 2015
I rejoined Bonitas Mar-25. I fully disclosed in my application forms that I have a Mirena that requires replacement. At joining, an 18 month waiting period was imposed by underwriting due to the fact that I've had more than 90 days since my last coverage (it was 6 months) On 17 May 2025, I sent an email enquiring about whether Bonitas could consider waiving the waiting period for the Mirena. On 19 May 2025, I called your general line and I was told that this is with underwriting and they take 3 days to respond. Monday 25 May, I phoned again because it had now been more than 3 days with no response, general enquiries told me it was still sitting with underwriting but there was no response. They told me to email underwriting directly which I did and the next day (26 May 2025) I received the below. "We acknowledge receipt of the e-mail. Please note that underwriting is correct done in accordance to the Bonitas Underwriting Policy and the Medical Scheme's Act and all previous cover has been taken into considerations as there is a break of more than 90 days." Let's be clear on this, contraceptives are not a pre-existing condition that you can impose an unreasonable amount of time for waiting period. A mirena is contraceptives, not a condition. If Bonitas would much rather I get pregnant, costing way more money than just a Mirena, let me know. Your underwriting team is very disappointing in their response time and consideration for what is practical.
1 reviews | Active since Apr 2015
I rejoined Bonitas Mar-25. I fully disclosed in my application forms that I have a Mirena that requires replacement. At joining, an 18 month waiting period was imposed by underwriting due to the fact that I've had more than 90 days since my last coverage (it was 6 months) On 17 May 2025, I sent an email enquiring about whether Bonitas could consider waiving the waiting period for the Mirena. On 19 May 2025, I called your general line and I was told that this is with underwriting and they take 3 days to respond. Monday 25 May, I phoned again because it had now been more than 3 days with no response, general enquiries told me it was still sitting with underwriting but there was no response. They told me to email underwriting directly which I did and the next day (26 May 2025) I received the below. "We acknowledge receipt of the e-mail. Please note that underwriting is correct done in accordance to the Bonitas Underwriting Policy and the Medical Scheme's Act and all previous cover has been taken into considerations as there is a break of more than 90 days." Let's be clear on this, contraceptives are not a pre-existing condition that you can impose an unreasonable amount of time for waiting period. A mirena is contraceptives, not a condition. If Bonitas would much rather I get pregnant, costing way more money than just a Mirena, let me know. Your underwriting team is very disappointing in their response time and consideration for what is practical.
1 reviews | Active since Aug 2012
This has been my worst experience with a medical aid in a very long time. My mother had a waiting period, and I pay penalties for her every month, but none of her treatments are approved. So I essentially have to pay the medical aid and pay my mother's treatments cash; it makes no sense. I hate Bonitas, they're the pits. I wish I'd never changed my medical aid. Worst decision I've made. It has given me sleepless nights, and my stress levels are through the roof. They used to be one of the best medical aids around but now it's no use even being with them.
1 reviews | Active since Aug 2012
This has been my worst experience with a medical aid in a very long time. My mother had a waiting period, and I pay penalties for her every month, but none of her treatments are approved. So I essentially have to pay the medical aid and pay my mother's treatments cash; it makes no sense. I hate Bonitas, they're the pits. I wish I'd never changed my medical aid. Worst decision I've made. It has given me sleepless nights, and my stress levels are through the roof. They used to be one of the best medical aids around but now it's no use even being with them.
1 reviews | Active since Dec 2018
I have emailed boncap so many times asking the credit team to call me back requesting a new payment plan and they declined not even listening to my issues even after so many emails asking to be called back to explain nothing no response.. I don't thus is fair as they wouldn't even give me a chance to explain or understand my issue and I have been with boncap for so long now
1 reviews | Active since Dec 2018
I have emailed boncap so many times asking the credit team to call me back requesting a new payment plan and they declined not even listening to my issues even after so many emails asking to be called back to explain nothing no response.. I don't thus is fair as they wouldn't even give me a chance to explain or understand my issue and I have been with boncap for so long now
Bonitas Medical Fund scores 1.2 out of 5 on Hellopeter's AI analysis of service quality in Medical Aid, compared to the Medical Aid industry average of 1.9. Their strongest theme is Customer Service (1.4); their weakest is Claims Processing (1.1). The top AI-rated Medical Aid business on Hellopeter is Affinity Health (3.3). How is the AI Score calculated? →
Bonitas Medical Fund has a TrustIndex of 2.8 out of 10 on Hellopeter, based on 804 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 10 hours 8 min. Hellopeter has tracked Bonitas Medical Fund across 8,791 total reviews. How is the TrustIndex calculated? →