Authorisation Confirmed, But Not Honoured

I received written authorisation confirming R2,000 was loaded to my specialist limit. At no point was I told I needed to pay upfront and claim back at the Kaelo tariff, either in writing or during my call to the contact centre. After paying R300, I’m now being told I must settle the account in full and claim back at a limited rate. The insurer has even admitted staff need further training to communicate this properly. This is unacceptable and unfair, as I acted in good faith based on the authorisation provided.