Immediate Cancellation of Policy and Request for Full Refund of Membership Fees Due to Ongoing Unresolved Administration Issues

o Whom It May Concern,

Member Name: Mahomed Sumadh Ebrahim Sahib Membership Number: KH**********8 6743

I hereby give formal written notice of my intention to cancel my Dis-Chem Medical Aid policy administered by Kaelo with immediate effect due to the ongoing administrative failures, unresolved claims issues, and poor service experienced over the past year.

Despite numerous telephone calls, emails, follow-ups, and escalations, the issues outlined below remain unresolved. The lack of action and accountability has left my family and me with no confidence in your ability to administer our medical aid benefits effectively.

For approximately three years, we have remained loyal members and have consistently paid our monthly contributions on time. However, the following matters remain outstanding:

Outstanding Blood Test Claims from 2021 The blood test claims performed through a network doctor were initially rejected due to an incorrect practice number. Lancet corrected the practice number and resubmitted the claims. Despite this correction, the claims have still not been processed correctly. Kaelo representatives have repeatedly advised that the matter rests with Lancet, while Lancet has confirmed that the corrected claims were resubmitted. Lancet even advised the administration sent to Dischem isnt been done for years To date, the matter remains unresolved. Outstanding Specialist Benefit Refund We paid a specialist consultation from our own funds and submitted the claim for reimbur*****t several months ago. We were advised that payment could not be processed due to the unresolved 2021 matter. This explanation is unacceptable as the specialist claim is unrelated and should not be withheld because of an administrative issue that has been ongoing for years. Failure to Resolve the Matter We were repeatedly provided with email addresses and advised that the matter would be escalated. We were informed that refunds would be processed, yet no payment has been received into our account. More than a year has passed without a satisfactory resolution.

Given the prolonged delays, administrative failures, and lack of resolution despite continuous follow-up, I formally request the following:

1. Immediate cancellation of my policy.

2. Full refund of all membership fees and contributions paid for the past year, backdated accordingly, as the administration issues have remained unresolved throughout this period and we have not received the level of service for which we have been paying.

3. Immediate payment of the outstanding specialist benefit refund into our bank account.

4. Written confirmation of all refunds due, including the amount payable and the expected payment date.

5. Written confirmation of the cancellation of the policy and the effective cancellation date.

This matter has been ongoing for far too long and has caused unnecessary financial strain, inconvenience, and frustration. We have fulfilled our obligations as members by ensuring that our contributions were paid in full and on time. We therefore expect Dis-Chem Medical Aid and Kaelo to fulfil their obligations without further delay.

Should this matter not be resolved urgently, we reserve the right to escalate the complaint to the relevant regulatory and consumer protection authorities for further investigation.

We request a written response and confirmation of the above within 7 business days.

Kind regards,

Mahomed Sumadh Ebrahim Sahib KH55821 ***