CB Medical Services and Facilities Bonitas Medical Fund Complaints #2-21

Bonitas Medical Fund Reviews and Complaints

Bonitas Medical Fund review: Medical aid ( 1 comment)

Mariliese Strauss of ZA

Aug 18, 2026 2:53 pm UTC

Verified customer

Review updated: Aug 19, 2026

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I am very dissatisfied with Bonitas. Despite numerous emails and phone calls (where they cut you off after you explained the issue you need help with) I am unable to get them to refund me R3,357.20 from my medical aid savings. Unable to get them to send me a correct statement on a specialist account to enable me to send it to my gap cover - Bonitas Query number 314027

Timeline of events
15/06/2026
Contacted Bonitas to obtain hospital authorisation for a procedure taking place on 30/06/2026 for Leo-Dean Marais. Received attached authorisation. Password to open attachment is 2003175916081 (Attachment 1)

03/07/2026
Submitted invoice from Dr Michelle Long service date 30/06/2026 (Attachment 2) Received reference “Your query number is: 1809496031” (Attachment 3)

22/07/2026
Submitted claims for settlement (Attachment 4)
• Queried why settlement for Dr Michelle Long is taking so long.
• Requested refund from savings in respect of 2 x Buck Physiotherapy which has been paid by the member. We are asking for a refund from the savings account. Total R2,210.00
• Requested payment of the ZIA ANAESTHETICS (Dr ZIA MAHARAJ) – R4,972 invoice
• Enquired about payment for Vincent Paloti Hospital
Received reference “Your query number is: 1816603355” (Attachment 5)

25/07/2026
Followed up once again on he above (Attachment 6) Received query number 220071 (Attachment 7)

28/07/2026
Received Bonitas statement (Attachment 8)
• No payment for Dr Michelle Long

28/07/2026
Queried why Dr Michelle Long still has not been paid. (Attachment 9)
Queried why we have not received refunds from the savings in respect of the 2 x Buck Physiotherapy which has been paid by the member. (Attachment 9)

28/07/2026
Received query number 227583 (Attachment 10)
Received reference “Your query number is: 1818778149” (Attachment 11)

06/08/2026
Received Bonitas statement (Attachment 12)

11/08/2026
• I phoned to query why Dr Michelle Long has not been paid yet and why the refund from savings in respect of the 2 x Buck Physiotherapy which has been paid by the member has not been refunded in the amount of R2,210.00
• The consultant I spoke to said she will resubmit for payment as there is some kind of error on the Dr Michelle Long.
• In respect of the 2 x Buck Physiotherapy she said it take up to 14 days to refund.

11/08/2026
Received Bonitas statement (Attachment 13)

12/08/2026
Received Bonitas statement (Attachment 14)

12/08/2026
Submitted 1 x Buck Physiotherapy invoice for refund from Savings – R900.00 (Attachment 15)

12/08/2026
Received reference “Your query number is: 1829233106” (Attachment 16)

17/08/2026
I phoned to query an error on the statement received for Dr Michelle Long and the outstanding refunds for the 2 x Buck Physiotherapy invoices. After explaining to the consultant and being on the phone for 20 min and 30 sec I was cut off.
I phoned again and after being sent back and forth following a request to speak to a team lead or manage and after explaining in depth again the issue after 1hr 6 min and 3 seconds I was cut off again.

Despite all my efforts I have failed to receive any help from Bonitas.
Please can the following be resolved within the next 24 hours, after which I am taking this to Wendy Knowler and the Complaints Board.

DR Michelle Long
• The Total Claimed Amount of R6,466.50 less the Total Due To/By Provider of R1,639.10 does not result into the Total Shortfall of R3,335.20 (There is R1,492.20 missing from the amount. Why was at least a portion of it not paid? Please correct the statement to enable me to submit it to my gap cover. There cannot be a discrepancy between the claimed amount and the shortfall.

ZIA ANAESTHETICS (Dr ZIA MAHARAJ)
• Following the above error, I noted an error on this statement too. A shortfall of R247.20 that was not paid. The statement also does not balance. Why was it not paid. As a result my gap cover refunded us R247.20 short which we had to settle with the provider. See attached proof of payment we had to make due to your error and as a result this amount was not included in the gap cover refund.(See Attachment 17 as proof of our payment to the provider for this shortfall.) Please refund us from our savings.

• An error on the statement for DR ZIA MAHARAJ (699453 / 1308564). Why was the R247,20 not accounted for under the Shortfall. The shortfall amount should have been R2,682.81 and not R2,435.61

Buck Physiotherapy
• 2 x Buck Physiotherapy – Total R2,210.00 - These invoices were sent for refunds from our savings on 22/07/2026. As of today it has been 26 Days. 1 Day short of 4 weeks (Attachment 4)
• 1 x Buck Physiotherapy – Total R900.00. Please refund from our savings. (Attachment 15)

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C. Becker

1 complaint

2 comments

C. Becker

Aug 19, 2026 11:51 am UTC

Verified customer

You have documented everything. That is your strength. Send a single email to queries@bonitas.co.za with all reference numbers, a clear list of the three issues, and a 48-hour deadline. Copy their Principal Officer. If they ignore you, file a complaint with the Council for Medical Schemes immediately. You are not asking for anything unreasonable, just the money they owe you.

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Bonitas Medical Fund emails

queries@bonitas.co.za

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Bonitas Medical Fund address

BlockG, 164 Katherine St, Gauteng, 2196, South Africa, City of Sandton, 2010, South Africa

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