Complete lack of transparency/incorrect information

Firstly, the 1 star rating is purely based on the administrative side of the practice and not the dentist. The dentist would get 5 stars.

I have been going to Intercare Woodhill for quite a few years now. I would like to bring to your attention that I, as well as my family will not be using Intercare based on the lack of transparency regarding what is covered by my medical aid and what is not.

I made an appointment a week in advance. Upon arrival, I filled in my information sheet where I had to put in my medical aid details, which is Bonitas Primary.

I also asked if the practice is affiliated with Bonitas and Denis to which I was told "yes".

After my son visited the dentist, I was told by accounts that my claim has been rejected and that it showed "private patient" on the system. The total bill was R2,106.00

I asked why, and they said their system was slow and I must just put my claim in with Denis (Bonitas)

I put my claim in at Denis, and Denis said that Intercare (Dr van Greer) is not affiliated with Denis and the man told me to phone Intercare to check.

I called Intercare (Dr van Greer) and asked the lady if they take Bonitas, to which she rep**** "yes". I then told her my claim was rejected. She then asked me what plan I am on, to which I told her Bonitas Primary. She asked me to hold further, after which she came back to tell me, "Unfortunately that plan is not covered even though it's Bonitas."

Now, the staff had my information sheet which stated that I am on Bonitas Primary before my appointment. Not once did anyone mention that it is not covered, in fact, as mentioned earlier, I was told Bonitas will cover it.

I have now paid a bill of R2,106 out of my own pocket. Firstly being told that Bonitas will cover it, and then later being told, sorry, your specific plan is not covered.

What is Intercare going to do about this?