Disappointed client

I normally get medical quotations from Hippo and the services of the schemes has been great my only problem is that they add the Kaelo gap cover to our med aid which has the worst service, all Kaelo does is deduct our monies but never helps in time of need. They don't answer phones or never give feedback on claims. Im asking Hippo to stop using Kaelo and telling us that they are the best because they are not , they are just **********