1 reviews | Active since Sept 2015
Beware! - Old Mutual Gap Cover / Kaelo
I am writing to express my uttermost disgust with the service I have received since Old Mutual Gap Cover transitioned to Kaelo.
To begin with, I did not provide my consent for this, yet a premium was deducted from my bank account without my authorization. This is not only unprofessional but also a serious breach of trust and ethical practice.
Following this, I took immediate action and canceled the policy, for which I have proof of cancellation. Despite this, I was appalled to receive an SMS from Kaelo informing me that another unauthorized premium deduction is scheduled for 1 February 2025—this time for two premiums, no less!
This is completely unacceptable. Not only does it disregard the proof of cancellation I have already provided, but it also demonstrates a complete lack of respect for your customers. I feel exploited and deeply disappointed in the way this situation has been handled.
I demand that you:
Immediately cease any attempts to deduct funds from my account.
1. Acknowledge the cancellation of my policy in writing (again). 2. Refund any premiums deducted from my account after the cancellation. 3. Provide a full explanation of how and why this unauthorized deduction was attempted. 4. If this matter is not resolved promptly, I will be left with no choice but to escalate this issue to the relevant regulatory authorities, including the Ombudsman for Short-Term Insurance.
I expect an immediate response to confirm that this issue is being resolved. Failure to do so will further erode your credibility and my trust in your organization.
We sincerely regret that your experience fell short of expectation.
Your complaint was escalated to Kaelo who apologised for the inconvenience caused. They have tried contacting you to no avail, however, an email was sent in response to your complaint. Should you not be able to locate the email, please check your spam folder
Kaelo also informed us that the debit order that was submitted in error, came back as unsuccessful. In additions, the cancelation date of the policy remains 31/12/2024 and no further deductions will be made.
We trust you find the above in order.
Best regards,
The GENRIC Team
We sincerely regret that your experience fell short of expectation.
Your complaint was escalated to Kaelo who apologised for the inconvenience caused. They have tried contacting you to no avail, however, an email was sent in response to your complaint. Should you not be able to locate the email, please check your spam folder
Kaelo also informed us that the debit order that was submitted in error, came back as unsuccessful. In additions, the cancelation date of the policy remains 31/12/2024 and no further deductions will be made.
We trust you find the above in order.
Best regards,
The GENRIC Team