Employees has no Empathy!!!! Main reason because of bad customer services!

I’m a mother and my son's is my first priority I would think this is what is valued by Kaelo as well but with workers with this attitude I can’t help to wonder.

We have struggled for 3 days to get hold of this lady on calls (PLEASE LISTEN TO THE RECORDINGS) she is not available to take calls.

I am placed on hold and left with no sounds after a while.

My son fell and got a extreme fever, we rushed I’m to the hospital which i called the Kaelo group to ask if this will be covered and was advise because it is trauma he will.

When reaching the hospital, the office hours was closed, and we were unable to get hospital auth from Kaelo.

Trying every day after this we were either we finally got through to Joan or Jane who handles this and were told that the code given by the hospital was not covered.

My point Im trying to bring across to her is if my son has not fell, he would not have gotten a fever and i would not have had to rush him to the hospital to begin with, which Joan was absolutely not interested in - why are you making this process such a unpleasant experience?!

Regardless of the diagnoses the event leading up to me having to rush my son to the hospital is what should be considered. Confirmation upon this was requested on multiple calls - which hospital, is this a accident cover etc etc.

Joan advises that my son did not get a fever because of this fall - as far as I know only doctors can make diagnoses, her attitude when handling this was very bad and I felt offended.

I very stressed as the auth need to be captured within hours however all I have been getting was bad services and very bad attitude form employees!!!