Hippo - Kaelo - Medexpence Gap Cover - Extremely Poor Customer Service

Hippo Partner- Kaelo - Medexpence Gap Cover. In Mid November 2020 I underwent major back surgery. Due to the Covid movement restrictions and medical centers becoming temporarily off limits, along with December Shutdown, we started obtaining medical invoices from the various role players that had been involved in my surgery and submitted them to my fixed medical aid, after which some of the accounts came back only partially paid. We then started submitting the shortfall invoices through to Kaelo Medexpence Gap Cover as and when we received these documents. At first we were advised that ALL medical bills relating to surgery that were not covered, had to be submitted simultaneously, after which we pointed out that various finance departments working for the medical practitioners were closed during December 2020 after which they accepted the invoices being submitted when we received them. Between my wife and I, we have all but given up trying to get any service and or feedback from Kaelo, regarding the claims being submitted, as empty promises are made on telephone call made to them, and emails are being ignored and not being updated on their systems. In Mid Jan 2021, we submitted (upon Kaelo's request), a detailed statement from our medical aid, in order for them to process and pay the shortfall amounts to the various parties, but did not get any response from them acknowledging receipt thereof, or that the matter was being processed. We waited two weeks and started getting notices for legal action from the various medical role players, due to them not receiving any payment and or communication from Kaelo, as our Medexpence Gap Cover Provider...Various emails were sent to Kaelo querying this but we received no response. We finally received feedback that Kaelo would not be paying for some of these accounts, due to them not having received the invoices.... We again phoned them, and were tasked to again go back and submit all the medical role players personal statements (Which had already been done previously to Kaelo) in order for the matter to be dealt with. This was again done on 03/02/2021 - a email was forwarded to various parties at Hippo and Kaelo, again submitting these invoices/statements. Again not hearing anything from Kaelo, I phoned Kaelo on 11/02/2021 querying as to what was going on as we were once again left in the dark, not getting ANY feedback. Isaac Chanza; from Kaelo; indicated that our account/matter had been closed on the system and commented that he could not see any mention of the mail and or documents that had been submitted on the 03/02/2021, I subsequently forwarded the entire original mail to him which included all statements as previously requested by Kaelo and Isaac committed to phoning me back before close of business with feedback. Friday 12/02/2021 came and went with no feedback either. On Monday 15/02/2021 I again phoned Kaelo in order to confirm that they had received the mail and to get an update as to the matter....This time I was informed that the file had again been opened on the system, but no further information could be provided as the matter was now with the Claims department. Upon asking to speak to someone working with claims and or a Supervisor as I needed information as to by when and IF we would be getting feedback, I could not be transferred nor referred for what ever reason....Thus we are again playing a waiting game, hoping and praying that a manager and or supervisor at Kaelo could provide us with feedback....