Based on recent customer reviews, Ambledown draws heavy criticism for its gap cover claims process. Policyholders describe waiting one to two months for finalisation, repeated requests for documents already submitted, and a 10 working day turnaround that appears to restart with each new request. Automated replies, unreachable call centre agents and claims escalated without resolution compound the frustration, while several members report rejections citing insufficient documentation or pre-existing conditions. A small number of positive voices praise individual consultants for prompt, professional assistance, showing capability exists when files reach the right hands.
Replied to 95% of negative reviews
Reply time on negative reviews: 435h 48m
TrustIndex
3.1
Ranking
#72
in Insurance
Reply Time
444h 36m
NPS Score
-56
Recommended: Unlikely
Replied to 95% of negative reviews
Reply time on negative reviews: 435h 48m
Nov '25 - Oct '26
Frequently Asked Questions About Ambledown
What do customers say about Ambledown?
Based on recent customer reviews, Ambledown draws heavy criticism for its gap cover claims process. Policyholders describe waiting one to two months for finalisation, repeated requests for documents already submitted, and a 10 working day turnaround that appears to restart with each new request. Automated replies, unreachable call centre agents and claims escalated without resolution compound the frustration, while several members report rejections citing insufficient documentation or pre-existing conditions. A small number of positive voices praise individual consultants for prompt, professional assistance, showing capability exists when files reach the right hands.
Is Ambledown trustworthy?
Ambledown has a TrustIndex of 3.1 out of 10 on Hellopeter, based on 24 reviews in the last 12 months. They reply to 95% of negative reviews, typically within 435 hours 48 min. Hellopeter has tracked Ambledown across 231 total reviews. How is the TrustIndex calculated? →
Recent reviews (24)
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 2017
Unsatisfactory service
The claims department at Ambledown (Elexi Gap Cover) has been stalling my claim for nearly two months. They claim not have received the required documentation no fewer than 3 times after having received it 4 times. This is a regular occurence on their part. I would seriously advise that this organisation not be used by the general public
1 reviews | Active since Nov 2017
Unsatisfactory service
The claims department at Ambledown (Elexi Gap Cover) has been stalling my claim for nearly two months. They claim not have received the required documentation no fewer than 3 times after having received it 4 times. This is a regular occurence on their part. I would seriously advise that this organisation not be used by the general public
1 reviews | Active since Aug 2019
Professional and Efficient
My experience with Ambledown was professional and efficient. They outlined exactly what they needed from me in order to process two claims. I provided the required documentation together with the completed claims forms and not long after, my claims were processed. Happy with how my case was handled.
1 reviews | Active since Aug 2019
Professional and Efficient
My experience with Ambledown was professional and efficient. They outlined exactly what they needed from me in order to process two claims. I provided the required documentation together with the completed claims forms and not long after, my claims were processed. Happy with how my case was handled.
1 reviews | Active since Apr 2017
Pathetic
I have cancer on my head. Sent to a plastic surgeon. 5 and half hours operation to remove 2 tumor and 6 lesions. Pathologist has been paid except 1 item R7925. Plastic surgeon R65000. Submitted all to medical aid.. Sent a claim to GAP. Very Very impersonal. Claims mostly rejected. WHY HAVE GAP COVER . CANCER IS SERIOUS. GAP DOES NOT CARE WITH SERVICE OR GOOD REASONS TO REJECT. We have had GAP cover for more than 20 years.
1 reviews | Active since Apr 2017
Pathetic
I have cancer on my head. Sent to a plastic surgeon. 5 and half hours operation to remove 2 tumor and 6 lesions. Pathologist has been paid except 1 item R7925. Plastic surgeon R65000. Submitted all to medical aid.. Sent a claim to GAP. Very Very impersonal. Claims mostly rejected. WHY HAVE GAP COVER . CANCER IS SERIOUS. GAP DOES NOT CARE WITH SERVICE OR GOOD REASONS TO REJECT. We have had GAP cover for more than 20 years.
1 reviews | Active since Aug 2016
STAY AWAY FROM AMBLEDOWN GAP COVERy
Every time I register a claim there is always a problem. My last claim I was told that my medical aid had paid the claim in full however Ambledown themselves showed on their email to me that my medical aid had not paid it in. It took a fight with them and basically drawing them a picture in fat crayon to show them that they owe me money. I sitting with the same problem again, they say they will settle a claim within 10 working days, when you query a claim they say due to high claim volumes my claim is in the queue. If they had people who have actually passed math's in grade 2 they would be able to process their claims within their stated period. Stay away from this company.
1 reviews | Active since Aug 2016
STAY AWAY FROM AMBLEDOWN GAP COVERy
Every time I register a claim there is always a problem. My last claim I was told that my medical aid had paid the claim in full however Ambledown themselves showed on their email to me that my medical aid had not paid it in. It took a fight with them and basically drawing them a picture in fat crayon to show them that they owe me money. I sitting with the same problem again, they say they will settle a claim within 10 working days, when you query a claim they say due to high claim volumes my claim is in the queue. If they had people who have actually passed math's in grade 2 they would be able to process their claims within their stated period. Stay away from this company.
1 reviews | Active since Jun 2011
Delays and Repeated Documentation
Continuous Delays and Repeated Documentation Requests on Gap Cover Claim Reference Number: *** I notified Ambledown of my claim and have been cooperating with every request for information. However, instead of receiving a prompt assessment or clear communication regarding the status of my claim, I continue to receive requests for additional documentation, resulting in ongoing delays and frustration. Most recently, I was informed that the claim cannot be assessed because While I understand that supporting documentation may be required, the repeated requests and lack of progress have left me with little confidence that my claim is being handled efficiently. As a paying policyholder, I expect clear guidance, timely feedback, and reasonable turnaround times. I have requested clarity on what further action is required and have asked for a timeline for the assessment and finalization of the claim, but at this stage I remain concerned about the prolonged delays. I am posting this review in the hope that Ambledown will urgently investigate this matter, provide a clear update on the status of my claim, and ensure that it is processed without further unnecessary delays. I look forward to a prompt resolution.
1 reviews | Active since Jun 2011
Delays and Repeated Documentation
Continuous Delays and Repeated Documentation Requests on Gap Cover Claim Reference Number: *** I notified Ambledown of my claim and have been cooperating with every request for information. However, instead of receiving a prompt assessment or clear communication regarding the status of my claim, I continue to receive requests for additional documentation, resulting in ongoing delays and frustration. Most recently, I was informed that the claim cannot be assessed because While I understand that supporting documentation may be required, the repeated requests and lack of progress have left me with little confidence that my claim is being handled efficiently. As a paying policyholder, I expect clear guidance, timely feedback, and reasonable turnaround times. I have requested clarity on what further action is required and have asked for a timeline for the assessment and finalization of the claim, but at this stage I remain concerned about the prolonged delays. I am posting this review in the hope that Ambledown will urgently investigate this matter, provide a clear update on the status of my claim, and ensure that it is processed without further unnecessary delays. I look forward to a prompt resolution.
1 reviews | Active since Oct 2014
More painful than my medical recovery
Very unimpressed with Ambledown gap cover. Reference Number: *** I submitted the completed claim form and supporting documents asap after my surgery and after I received confirmation of the shortfall due to my medical provider. Ambledown took longer than their promised 10 working days to respond to my application, only to tell me a document was missing. Certainly they could have told me much sooner! I went out of my way to get the required doc as quickly as possible. It was not easy but I sent it the very next day. If I have a full time job and substantial personal responsibilities and can work this quickly, why not Ambledown’s assessors? Some days later I phoned to enquire about the progress of my claim, only to be told that the 10-day turnaround clock starts again if extra docs are required. If I did not pick up the phone, Ambledown would never have proactively and honestly told me that the 10 days starts again. Unprofessional. It has now been more than 10 working days since I sent the required doc. Still no feedback. After all these delays, they could still tell me my claim has been rejected. I needed to know urgently whether my claim was approved or rejected. If the latter, I need to make a plan b to cover my provider’s bill, which is easier to do the earlier I know. Where is Ambledown’s sense of empathy? While Ambledown’s assessors are living life in first gear, my medical bills are going unpaid for so long that I could be handed over to debt collectors. That’s exactly what I need after the stress of my surgery, right? To have my credit record destroyed because “Ambledown has a high volume of claims”? As the client I cannot be held responsible for Ambledown’s capacity problems. I have been patient, and that patience has now been abused. Is Ambledown not aware that clients’ turnaround time for paying service providers starts much earlier than when we first claim for gap cover? Service providers submit their bills as soon as their work is done. By the time we get to gap cover, we have already spent several days/weeks dealing with medical aid. 10 working days to wrap up a gap cover claim is just too long at that point, especially when your team treats the 10 days as a minimum not a maximum (your comms said “WITHIN 10 days”). Let’s see if Ambledown finally contacts me in October to tell me the claim is rejected. Or where we will need to add 10 working days again!
1 reviews | Active since Oct 2014
More painful than my medical recovery
Very unimpressed with Ambledown gap cover. Reference Number: *** I submitted the completed claim form and supporting documents asap after my surgery and after I received confirmation of the shortfall due to my medical provider. Ambledown took longer than their promised 10 working days to respond to my application, only to tell me a document was missing. Certainly they could have told me much sooner! I went out of my way to get the required doc as quickly as possible. It was not easy but I sent it the very next day. If I have a full time job and substantial personal responsibilities and can work this quickly, why not Ambledown’s assessors? Some days later I phoned to enquire about the progress of my claim, only to be told that the 10-day turnaround clock starts again if extra docs are required. If I did not pick up the phone, Ambledown would never have proactively and honestly told me that the 10 days starts again. Unprofessional. It has now been more than 10 working days since I sent the required doc. Still no feedback. After all these delays, they could still tell me my claim has been rejected. I needed to know urgently whether my claim was approved or rejected. If the latter, I need to make a plan b to cover my provider’s bill, which is easier to do the earlier I know. Where is Ambledown’s sense of empathy? While Ambledown’s assessors are living life in first gear, my medical bills are going unpaid for so long that I could be handed over to debt collectors. That’s exactly what I need after the stress of my surgery, right? To have my credit record destroyed because “Ambledown has a high volume of claims”? As the client I cannot be held responsible for Ambledown’s capacity problems. I have been patient, and that patience has now been abused. Is Ambledown not aware that clients’ turnaround time for paying service providers starts much earlier than when we first claim for gap cover? Service providers submit their bills as soon as their work is done. By the time we get to gap cover, we have already spent several days/weeks dealing with medical aid. 10 working days to wrap up a gap cover claim is just too long at that point, especially when your team treats the 10 days as a minimum not a maximum (your comms said “WITHIN 10 days”). Let’s see if Ambledown finally contacts me in October to tell me the claim is rejected. Or where we will need to add 10 working days again!
1 reviews | Active since Jul 2016
Wonderful service from Ambledown staff
I had reason to phone Ambledown this morning. Full marks to Sanelisiwe Khambule for her pleasant demeanor and efficient assistance. She forwarded me the requested document while we were on the phone.
1 reviews | Active since Jul 2016
Wonderful service from Ambledown staff
I had reason to phone Ambledown this morning. Full marks to Sanelisiwe Khambule for her pleasant demeanor and efficient assistance. She forwarded me the requested document while we were on the phone.