SK
Shane K
1 reviews | Active since Sept 2019
07 Mar 2023, 14:22
Dischem Health and Kaelo worst service provider! Avoid at all cost.
I've been paying Dischem Health (kaelo) since November 2022. Two weeks ago I went to a dischem and the nurse assisted my wife by getting a virtual consultation. The doctor prescribed meds but when we went to the pharmacist at the very same dischem she informed me that it showed on their system that my policy was canceled and she can't dispense any medication. Still standing there I phoned the customer service line for DISCHEM HEALTH and was informed there is a problem with their system that doesn't allow any dispensing. I was told they have no turn around time for it to be fixed I must pay for the script cash and submit for a refund. Now 2 weeks later and holding on for about an hour I'm told they won't be paying the claim as the meds are not on their formulary list. If their system wasn't down the pharmacist could've dispensed meds that was on their list and I would've been covered. Now I've paid almost R5000 for no cover. Feels alot like I'm being ****med, even contemplating in reversing my debit orders as I'm not receiving the benefits stated in the contract. And just by the way weeks later and their system still doesn't allow your meds to be dispensed.
Helpful (0)
Replies (5)0
Replies (5)
Kaelo's replyOfficial
07 Mar 2023, 14:29Hi Shane Kachelhoffer,
We apologise for the service you have experienced.
At the core of our business, we value our people and put people first and you are important to us, therefore, we would like to assist you the best way we can.
We have alerted our team to look further into the matter and you will be contacted as soon as possible.
The Kaelo Team
We apologise for the service you have experienced.
At the core of our business, we value our people and put people first and you are important to us, therefore, we would like to assist you the best way we can.
We have alerted our team to look further into the matter and you will be contacted as soon as possible.
The Kaelo Team
Kaelo's reply07 Mar 2023, 14:29
Official
Hi Shane Kachelhoffer,
We apologise for the service you have experienced.
At the core of our business, we value our people and put people first and you are important to us, therefore, we would like to assist you the best way we can.
We have alerted our team to look further into the matter and you will be contacted as soon as possible.
The Kaelo Team
We apologise for the service you have experienced.
At the core of our business, we value our people and put people first and you are important to us, therefore, we would like to assist you the best way we can.
We have alerted our team to look further into the matter and you will be contacted as soon as possible.
The Kaelo Team
SK
Shane K's updateReviewer Update
16 Apr 2023, 07:25So just a follow up it is now the 16th of April and I still haven't received my refund for a claim from February....
They made no effort to phone me they just sent 2 emails stating that they are going to refund me and the 2nd email states they had a problem with payments but it is fixed and the money will reflect on the 15th. The emails as follow:
Email 1 - 17th of March
Dear Valued Client,
Thank you for contacting Kaelo Prime Cure .
Please note that refund for service date 22/02/2023 at DIS-CHEM MALL@55 PHARMACY have been processed in
full and payment will be released on the next cheque run(14 working days).
I hope the above is found to be in order.
Email 2 - 6th of April:
Dear Valued Client,
Thank you for contacting Kaelo Prime Cure .
Please accept our sincerest apologies for the service received thus far.
Our service to our valued members is of utmost importance and it is therefore extremely disappointing to us that
the service you experienced did not meet your expectations.
Due to a technical error the refund for service date 22/02/2023 was delayed.
The error has been fixed and measures put in place to ensure that this does not occur again and your payment
should reflect in your account no late than 15/04/2023.
I hope the above is found to be in order.
Kind Regards,
The Kaelo Prime Cure Team
Again no payment has been made, just empty promises. Again just feels like a ****. Stay away.
They made no effort to phone me they just sent 2 emails stating that they are going to refund me and the 2nd email states they had a problem with payments but it is fixed and the money will reflect on the 15th. The emails as follow:
Email 1 - 17th of March
Dear Valued Client,
Thank you for contacting Kaelo Prime Cure .
Please note that refund for service date 22/02/2023 at DIS-CHEM MALL@55 PHARMACY have been processed in
full and payment will be released on the next cheque run(14 working days).
I hope the above is found to be in order.
Email 2 - 6th of April:
Dear Valued Client,
Thank you for contacting Kaelo Prime Cure .
Please accept our sincerest apologies for the service received thus far.
Our service to our valued members is of utmost importance and it is therefore extremely disappointing to us that
the service you experienced did not meet your expectations.
Due to a technical error the refund for service date 22/02/2023 was delayed.
The error has been fixed and measures put in place to ensure that this does not occur again and your payment
should reflect in your account no late than 15/04/2023.
I hope the above is found to be in order.
Kind Regards,
The Kaelo Prime Cure Team
Again no payment has been made, just empty promises. Again just feels like a ****. Stay away.
SK
Shane K's update16 Apr 2023, 07:25
Reviewer Update
So just a follow up it is now the 16th of April and I still haven't received my refund for a claim from February....
They made no effort to phone me they just sent 2 emails stating that they are going to refund me and the 2nd email states they had a problem with payments but it is fixed and the money will reflect on the 15th. The emails as follow:
Email 1 - 17th of March
Dear Valued Client,
Thank you for contacting Kaelo Prime Cure .
Please note that refund for service date 22/02/2023 at DIS-CHEM MALL@55 PHARMACY have been processed in
full and payment will be released on the next cheque run(14 working days).
I hope the above is found to be in order.
Email 2 - 6th of April:
Dear Valued Client,
Thank you for contacting Kaelo Prime Cure .
Please accept our sincerest apologies for the service received thus far.
Our service to our valued members is of utmost importance and it is therefore extremely disappointing to us that
the service you experienced did not meet your expectations.
Due to a technical error the refund for service date 22/02/2023 was delayed.
The error has been fixed and measures put in place to ensure that this does not occur again and your payment
should reflect in your account no late than 15/04/2023.
I hope the above is found to be in order.
Kind Regards,
The Kaelo Prime Cure Team
Again no payment has been made, just empty promises. Again just feels like a ****. Stay away.
They made no effort to phone me they just sent 2 emails stating that they are going to refund me and the 2nd email states they had a problem with payments but it is fixed and the money will reflect on the 15th. The emails as follow:
Email 1 - 17th of March
Dear Valued Client,
Thank you for contacting Kaelo Prime Cure .
Please note that refund for service date 22/02/2023 at DIS-CHEM MALL@55 PHARMACY have been processed in
full and payment will be released on the next cheque run(14 working days).
I hope the above is found to be in order.
Email 2 - 6th of April:
Dear Valued Client,
Thank you for contacting Kaelo Prime Cure .
Please accept our sincerest apologies for the service received thus far.
Our service to our valued members is of utmost importance and it is therefore extremely disappointing to us that
the service you experienced did not meet your expectations.
Due to a technical error the refund for service date 22/02/2023 was delayed.
The error has been fixed and measures put in place to ensure that this does not occur again and your payment
should reflect in your account no late than 15/04/2023.
I hope the above is found to be in order.
Kind Regards,
The Kaelo Prime Cure Team
Again no payment has been made, just empty promises. Again just feels like a ****. Stay away.
Kaelo's replyOfficial
17 Apr 2023, 08:00Hi Shane Kachelhoffer, we sincerely apologise for the service you have experienced and will ensure that our team best assists.
Please be informed that our team has been alerted and will contact you to assist with the refund.
The Kaelo Team
Please be informed that our team has been alerted and will contact you to assist with the refund.
The Kaelo Team
Kaelo's reply17 Apr 2023, 08:00
Official
Hi Shane Kachelhoffer, we sincerely apologise for the service you have experienced and will ensure that our team best assists.
Please be informed that our team has been alerted and will contact you to assist with the refund.
The Kaelo Team
Please be informed that our team has been alerted and will contact you to assist with the refund.
The Kaelo Team
SK
Shane K's updateReviewer Update
20 Apr 2023, 06:14Final update:
I finally got my refund, but again no one contacted me to assist.
I finally got my refund, but again no one contacted me to assist.
SK
Shane K's update20 Apr 2023, 06:14
Reviewer Update
Final update:
I finally got my refund, but again no one contacted me to assist.
I finally got my refund, but again no one contacted me to assist.
Kaelo's replyOfficial
20 Apr 2023, 11:27Thank you for providing us with feedback, we will ensure that our team gets in touch you for any further assistance and investigate on the turn-around time.
The Kaelo Team
The Kaelo Team
Kaelo's reply20 Apr 2023, 11:27
Official
Thank you for providing us with feedback, we will ensure that our team gets in touch you for any further assistance and investigate on the turn-around time.
The Kaelo Team
The Kaelo Team