JS
Jenna S
1 reviews | Active since Jun 2014
14 Sept 2020, 12:07
Absolute WORST Gap Cover!
Never in my life have I received such pathetic service! I had a surgery in March 2020, submitted the claim in June 2020 and they have STILL not paid out. I have contacted them MULTIPLE times, I have spent hours on the phone to them. My claim has been escalated no fewer than 6 times. Every time that I call (and that's IF their phones work), I get the same response "I don't know why it hasn't paid out. I will look escalate this claim and you will hear from us in 5 working days days." We never hear anything from them.
Helpful (0)
Replies (12)0
Replies (12)
Kaelo's replyOfficial
14 Sept 2020, 12:10Good day Jenna,
Your experience matters to us, please note our Executive Team will be in contact with you shortly.
Take care & Be safe.
Your experience matters to us, please note our Executive Team will be in contact with you shortly.
Take care & Be safe.
Best regards,
Kaelo's reply14 Sept 2020, 12:10
Official
Good day Jenna,
Your experience matters to us, please note our Executive Team will be in contact with you shortly.
Take care & Be safe.
Your experience matters to us, please note our Executive Team will be in contact with you shortly.
Take care & Be safe.
Best regards,
JS
Jenna S's updateReviewer Update
21 Sept 2020, 10:00Kaelo called the same day that I wrote this review and the claim was partly settled by the next day - which I was very excited about! However, unfortunately, the anaesthetist's claim has not been processed so it's back to the drawing board.
JS
Jenna S's update21 Sept 2020, 10:00
Reviewer Update
Kaelo called the same day that I wrote this review and the claim was partly settled by the next day - which I was very excited about! However, unfortunately, the anaesthetist's claim has not been processed so it's back to the drawing board.
Kaelo's replyOfficial
21 Sept 2020, 10:09Good day Jenna,
Thank you for raising this - our team will investigate and revert with feedback. Please allow us 24 working hours to have this matter resolved.
Chat soon.
Thank you for raising this - our team will investigate and revert with feedback. Please allow us 24 working hours to have this matter resolved.
Chat soon.
Best regards,
Kaelo's reply21 Sept 2020, 10:09
Official
Good day Jenna,
Thank you for raising this - our team will investigate and revert with feedback. Please allow us 24 working hours to have this matter resolved.
Chat soon.
Thank you for raising this - our team will investigate and revert with feedback. Please allow us 24 working hours to have this matter resolved.
Chat soon.
Best regards,
JS
Jenna S's updateReviewer Update
29 Sept 2020, 10:00I still haven't heard any feedback on this.
JS
Jenna S's update29 Sept 2020, 10:00
Reviewer Update
I still haven't heard any feedback on this.
Kaelo's replyOfficial
29 Sept 2020, 10:08Hi Jenna,
Your feedback is important to us - please look out for an email from our Executive Team - we confirm we are awaiting further feedback on your request.
Take care & Be safe.
Your feedback is important to us - please look out for an email from our Executive Team - we confirm we are awaiting further feedback on your request.
Take care & Be safe.
Best regards,
Kaelo's reply29 Sept 2020, 10:08
Official
Hi Jenna,
Your feedback is important to us - please look out for an email from our Executive Team - we confirm we are awaiting further feedback on your request.
Take care & Be safe.
Your feedback is important to us - please look out for an email from our Executive Team - we confirm we are awaiting further feedback on your request.
Take care & Be safe.
Best regards,
JS
Jenna S's updateReviewer Update
08 Oct 2020, 09:59This matter has STILL not been resolved. I have had absolutely no further contact from Kaelo!
JS
Jenna S's update08 Oct 2020, 09:59
Reviewer Update
This matter has STILL not been resolved. I have had absolutely no further contact from Kaelo!
Kaelo's replyOfficial
08 Oct 2020, 10:02Hi Jenna, our team has been responding to the following email address with feedback on the concerns raised, ***
Kindly confirm.
Take care & Be safe.
Kindly confirm.
Take care & Be safe.
Best regards,
Kaelo's reply08 Oct 2020, 10:02
Official
Hi Jenna, our team has been responding to the following email address with feedback on the concerns raised, ***
Kindly confirm.
Take care & Be safe.
Kindly confirm.
Take care & Be safe.
Best regards,
JS
Jenna S's updateReviewer Update
08 Oct 2020, 10:05From which email address? I have not received any such communication.Screenshot 2020-10-08 at 10.05.03.png 1.03 MB
JS
Jenna S's update08 Oct 2020, 10:05
Reviewer Update
From which email address? I have not received any such communication.Screenshot 2020-10-08 at 10.05.03.png 1.03 MB
JS
Jenna S's updateReviewer Update
08 Oct 2020, 10:07The member statement does not include the anaesthetist's bill. That was the only correspondence received and it was sent to my husband's email address. He forwarded it to me.
JS
Jenna S's update08 Oct 2020, 10:07
Reviewer Update
The member statement does not include the anaesthetist's bill. That was the only correspondence received and it was sent to my husband's email address. He forwarded it to me.
Kaelo's replyOfficial
08 Oct 2020, 10:08Hi Jenna from *** - please check your junkmail folder.
Best regards,
Kaelo's reply08 Oct 2020, 10:08
Official
Hi Jenna from *** - please check your junkmail folder.
Best regards,
JS
Jenna S's updateReviewer Update
08 Oct 2020, 10:12Thank you, very much. I confirm that I did receive correspondence but it was in my junk mail. I am responding now.
JS
Jenna S's update08 Oct 2020, 10:12
Reviewer Update
Thank you, very much. I confirm that I did receive correspondence but it was in my junk mail. I am responding now.
Kaelo's replyOfficial
08 Oct 2020, 10:14Perfect - Thank you for your feedback - please kindly use the ticket number issued for all correspondence.
Best regards,
Kaelo's reply08 Oct 2020, 10:14
Official
Perfect - Thank you for your feedback - please kindly use the ticket number issued for all correspondence.
Best regards,