Dischem Kaelo Customer Care Nightmare

Poor service and amazingly enough they dont seem to care my dad 65 had a medical emergency on the 9th August 2025. I called the Dischem emergency number and spoke to a consultant I told her we have a medical emergency I am currently in the ambulance and need to know which hospital can I take him to I also asked her if I can give his member number so she can check whats covered and she said no mam take him to any netcare facility closest to you I asked do I need to complete anything she said no the paramedic and hospital will sort it out. When we arrived at Mulbarton the medic and person in casualty spoke file handed they put my dad in a cubicle then the Admin guy tells me I need to pay R8000 before anything can be done and he has the medical insurance on the line the lady tells me my dad is only covered for day to day and they won't pay for anything. He was under the impression he had hospital cover when he took out the policy. We then had to pay the R8000 just for the Dr to stitch him up the Dr wanted an MRI done which they told me can cost anything from 7000 to 15000 so I had to request to be sent to a government facility which i would have done whilst in the ambulance had the person told me it was day to day at that time. I called in on the Tuesday 12 August requesting my dads recording of when he took out his policy to see if the mistake was perhaps on his side or the sales person's as well as the call made to the Emergency dept on 9 August because the lady didn't take my policy number and sent me to the netcare facility only to be faced with bills. Numerous calls later only to be told they dont have access to recordings a team leader will get back to me with the information I require they dont give reference numbers when I asked if the system shows that I've called in before they say they dont have access to see they want dates and the number I called from. Your service level sucks your staff are not trained and equipped to provide feedback and clearly you under deliver in terms of what you sell and tell your clients.