AP
Anthony P
1 reviews | Active since Aug 2020
24 Aug 2020, 14:55
Disgusting Customer Service
Kaelo Gap Cover is the worst insurance company ever! I submitted a claim form on 5 Aug 2020. They send me an acknowledge email immediately. Later on the 5 Aug 2020 they requested more information for the claim, which i emailed the following day the 6 Aug 2020. 2 weeks later (21 Aug 2020) I called and ask them how far they are with the claim. Now they tell me there is no claim. I need to submit my claim form!
The escalation process is a joke! automated responses. Team /leader also not available. They don't have a contact number or email address for the team leader!
I'm cancelling!
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Replies (2)
Kaelo's replyOfficial
25 Aug 2020, 08:47Good day Anthony,
We are saddened by your feedback on your member experience please note our Executive Team will be in contact with you.
Take care & Be safe.
We are saddened by your feedback on your member experience please note our Executive Team will be in contact with you.
Take care & Be safe.
Kaelo's reply25 Aug 2020, 08:47
Official
Good day Anthony,
We are saddened by your feedback on your member experience please note our Executive Team will be in contact with you.
Take care & Be safe.
We are saddened by your feedback on your member experience please note our Executive Team will be in contact with you.
Take care & Be safe.
AP
Anthony P's updateReviewer Update
25 Aug 2020, 13:44 Hello
Not to worry, I already received an email response from Megan Steyn yesterday.
It's unfortunate that :
It for these reasons that I decided to cancel my membership with Kaelo.
Anthony
Not to worry, I already received an email response from Megan Steyn yesterday.
It's unfortunate that :
- I had to call you to follow up 2 weeks after submitting a claim and the information you requested,
- And when i did call after the 2 weeks the consultants could not trace a claim form requesting i resend send them,
- When i asked to be transferred to a supervisor they were unavailable and the consultant does not have their contact detail / cant give it to me (on both occassions I called),
- The escalations team didn't respond back to me within 8 hours as per your policy
- And after all that, without me having to resend the claim form, my claim was rejected
- I have paid premiums for 5 years and 8 months every month without any issue, never claimed a cent from you and this is how I was treated.
It for these reasons that I decided to cancel my membership with Kaelo.
Anthony
AP
Anthony P's update25 Aug 2020, 13:44
Reviewer Update
Hello
Not to worry, I already received an email response from Megan Steyn yesterday.
It's unfortunate that :
It for these reasons that I decided to cancel my membership with Kaelo.
Anthony
Not to worry, I already received an email response from Megan Steyn yesterday.
It's unfortunate that :
- I had to call you to follow up 2 weeks after submitting a claim and the information you requested,
- And when i did call after the 2 weeks the consultants could not trace a claim form requesting i resend send them,
- When i asked to be transferred to a supervisor they were unavailable and the consultant does not have their contact detail / cant give it to me (on both occassions I called),
- The escalations team didn't respond back to me within 8 hours as per your policy
- And after all that, without me having to resend the claim form, my claim was rejected
- I have paid premiums for 5 years and 8 months every month without any issue, never claimed a cent from you and this is how I was treated.
It for these reasons that I decided to cancel my membership with Kaelo.
Anthony