AVOID

I've had to deal with Telkom, Afrihost, Eskom, Tshwane Municipality, but I've never ever experienced such apathetic customer service as I have from Kaelo GAP Cover.

Previously they were Xelus, and they were great. Two claims made over the years, turnaround times good, feedback good - general experience fine. Since Kaelo took over, the stress and anxiety caused having to follow up weekly on a claim, which is still in limbo.

First submitted the claim in September (after the website simply returned "system error" when trying to upload - great job IT and testers!), and followed up two weeks later: you know, 7-14 business days SLA, I wanted to know where in the process it was. Turns out my claim wasn't in the system. Ok, so I submit it again. Same issue two days later. So I had to submit it twice in October. Phone again 2 weeks later, it now being November. Nope, they can see the claim registered, but it is missing documents. So I submit it yet again (4th time), and CC the world including their "escalations" team.

I now start phoning weekly, and true to form, get the usual scripted responses. With utmost promises to get back to me with progress. It has become a nagging process to get anything out of them other that "your claim is in progress".

DO NOT trust their supposed 7-14 day turnaround time for claims, or their promises to get back to you. It is aall a straight up lie. I'm beginning to wonder if this is a pure ****.

It is now the end of covid year 2020, and I guess I shouldn't be surprised by anything really, particularly the kaelo true-to-form lack of any customer service. Even their "simple" claims process states Step 1: understand; Step 2: submit; Step 3: notified. I'm still waiting for Step 3, especially having had to do Step 2 four times.

#AVOID