Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Kaelo presents a sharply divided experience. Named consultants across the Kaelo Money and financial wellness side attract consistent praise for patience and problem solving, lifting Customer Service & Staff Quality (4.4). In contrast, members describe repeated friction with gap claims, GP authorisation and disclosed benefit limits, which pulls Coverage, Benefits & Plan Transparency (1.6) and Communication & Responsiveness (2.2) sharply down.
Top Strengths:
- •Customer Service & Staff Quality: Customers repeatedly name individuals such as Enrico Olifant, Sanele Somniso, Jaleel Hassim and Daniel Babushi, describing patient step by step guidance, callbacks after dropped calls and consultants who resolve queries while still on the line.
Replied to 100% of negative reviews
Reply time on negative reviews: 12h 29m
TrustIndex
7.6
Ranking
#1
in Hospitals & Clinics
Reply Time
12h 41m
NPS Score
-23
Recommended: Unlikely
Replied to 100% of negative reviews
Reply time on negative reviews: 12h 29m
Oct '25 - Sep '26
Frequently Asked Questions About Kaelo
What do customers say about Kaelo?
Based on recent customer reviews, Kaelo presents a sharply divided experience. Named consultants across the Kaelo Money and financial wellness side attract consistent praise for patience and problem solving, lifting Customer Service & Staff Quality (4.4). In contrast, members describe repeated friction with gap claims, GP authorisation and disclosed benefit limits, which pulls Coverage, Benefits & Plan Transparency (1.6) and Communication & Responsiveness (2.2) sharply down.
What is Kaelo's biggest strength?
Kaelo's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Staff Quality. Customers repeatedly name individuals such as Enrico Olifant, Sanele Somniso, Jaleel Hassim and Daniel Babushi, describing patient step by step guidance, callbacks after dropped calls and consultants who resolve queries while still on the line.
What are the most common complaints about Kaelo?
The most common complaint about Kaelo, based on Hellopeter's AI analysis of recent customer reviews, is Coverage, Benefits & Plan Transparency. Members report discovering tariff ceilings, network hospital changes, formulary edits and visit caps only at the pharmacy or hospital. Chronic medication refusals and shortfalls on gap claims leave people paying cash despite premiums.
How does Kaelo compare to other Hospitals & Clinics companies?
Kaelo scores 2.7 out of 5 on Hellopeter's AI analysis of service quality in Hospitals & Clinics, compared to the Hospitals & Clinics industry average of 1.8. Their strongest theme is Customer Service (4); their weakest is Claims Processing (2). The top AI-rated Hospitals & Clinics business on Hellopeter is Kaelo (2.6). How is the AI Score calculated? →
Is Kaelo trustworthy?
Kaelo has a TrustIndex of 7.6 out of 10 on Hellopeter, based on 382 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 12 hours 29 min. Hellopeter has tracked Kaelo across 1,602 total reviews. How is the TrustIndex calculated? →
Recent reviews (382)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Dec 2021
Useless pathetic medical insurance
This medical scheme is really robbing customers I am struggling from August with them they have 10 people replying to one email and they understand nothing this people are not interested in resolving the customers queries they continue to rob the people how can you pay for the services and they don't want to deliver they don't want to be exposed on social media but I am going to expose them they always got issues when it comes to paying but we must suffer and pay them what disgusting attitudes they have they don't find solutions only problems they give you they are draining and affect your mental health issues they expect you to pay for everything from your own money even if you don't pathetic horrible and useless
1 reviews | Active since Dec 2021
Useless pathetic medical insurance
This medical scheme is really robbing customers I am struggling from August with them they have 10 people replying to one email and they understand nothing this people are not interested in resolving the customers queries they continue to rob the people how can you pay for the services and they don't want to deliver they don't want to be exposed on social media but I am going to expose them they always got issues when it comes to paying but we must suffer and pay them what disgusting attitudes they have they don't find solutions only problems they give you they are draining and affect your mental health issues they expect you to pay for everything from your own money even if you don't pathetic horrible and useless
1 reviews | Active since Nov 2022
Customer service is pathetic
Their customer service is really pathetic. Especially the agents on the WhatsApp line, no care for explanation as the medical insurance. I have spoken to 2 different agents and it's just terrible
1 reviews | Active since Nov 2022
Customer service is pathetic
Their customer service is really pathetic. Especially the agents on the WhatsApp line, no care for explanation as the medical insurance. I have spoken to 2 different agents and it's just terrible
1 reviews | Active since Sept 2012
Robin and Morne delivered exceptional service
Robin and Morne delivered exceptional service. They explained the setup, operation, and dismantling of the chair lift clearly and thoroughly. Their attention to detail and professionalism were outstanding. I highly recommend them.
1 reviews | Active since Sept 2012
Robin and Morne delivered exceptional service
Robin and Morne delivered exceptional service. They explained the setup, operation, and dismantling of the chair lift clearly and thoroughly. Their attention to detail and professionalism were outstanding. I highly recommend them.
1 reviews | Active since Dec 2020
Old Mutuals' Partner, Kaelo GAP Cover. Bad bad bad service.
The subcontractor of Old Mutual handling GAP cover died not solve my enquiry. Furthermore, at the end of the interaction I was asked to rate my experience (via Survey ******) with the BOT service. Was I ever going to SPERAK TO A HUMAN, NO!!!! Shame Old Mutual, Shame on you Kaelo GAP Cover. To all : Stay Away!!
1 reviews | Active since Dec 2020
Old Mutuals' Partner, Kaelo GAP Cover. Bad bad bad service.
The subcontractor of Old Mutual handling GAP cover died not solve my enquiry. Furthermore, at the end of the interaction I was asked to rate my experience (via Survey ******) with the BOT service. Was I ever going to SPERAK TO A HUMAN, NO!!!! Shame Old Mutual, Shame on you Kaelo GAP Cover. To all : Stay Away!!