Complaint / review text:
My husband has a CPAP machine which Bonitas approved and paid for last year.in July 2014 he experienced problems and required a Resmed Swift mask, humidifier and filter. An application was made to Bonitas by the supplier on the 16/07/2014 and an approval letter was received from Bonitas dated 21/07/2014 advising that the 3 items required were approved by the committee and would be accepted as a claim by Bonitas. On the 30/07/2014, Sleepnet submitted a claim for these items and after my calling Bonitas yesterday, I was advised that the claim was rejected as the medical aid does not cover these items. I asked the agent Rudvani, query no: 190814QY6RMM to speak to someone to explain the rejection and he advised that I must email the dept and that they do not speak telephonically to members. I then contacted Bonitas again, ref no: 190814QY74P7 and was advised by Neo Macheke that he will submit the claim for review to the claims department. I cannot understand the logic of Bonitas to give us in writing an approval letter confirming that that these items will be paid for and then to go ahead and reject. We urge Bonitas to urgently look into this. This service is disgusting.