********** customer service and claims left unattended

Kaelo is literally proving my point. 3 Days after they rep**** to my review promising (what's new?) communication in order to resolve the situation, I'm STILL left with bills they're responsible for gathering interest and I have not yet heard one word from them. But my payments to them are up to date, so THIS is what you pay for when it comes to Kaelo.

Nothing has been fixed. They keep making excuses why they can't pay based on ONE of the invoices and which is completely beyond my control to fix. But it's been months and NONE of the bills have been paid. At this point I'm literally starting to forward final letter of demands to them already by the various service providers. You only need to look at their overall trust score on here to know that my complaint is not a once-off situation.

All have been submitted to you except the one bill which I already explained to you would be even more expensive if it was not a cash payment. But that bill has now become stale and the medical aid can't process it anymore due to the months of struggles with you and your department. You refuse to accept the receipts and the fact that the medical doesn't cover it. What blows my mind is that you haven't even paid out ONE of the myriad of bills related to this ER visit. And you simply ignore all communication. I am going to cancel my policy before you can take another cent of my money for delivering no service and I'm going to start taking legal action if this situation is not fixed immediately.

The doctors have added docs and I have redone absolutely everything and resent it to your exact specifications. Yet there is still no resolve. The unpaid interests on the accounts just keep adding up and I have not received 1 cent of what I had to pay out of pocket for almost 3 months now. The best part of being with you is the unresponsiveness. If I could get paid for every time one of your telephonic agents told me that they will phone me back with feedback and didn't I would be a really rich person. All-around just a horrible, horrible, horrible experience.

The mail was sent on the 10th of December and due to no response was forwarded again on the 15th. So why you only saw it on the 15th is beyond me. I also phoned to find out what is happening with all claim as I nor any of the service providers have seen a cent of the claim owed to us. Once again the customer service representative couldn't pick up any claim whatsoever and promised to phone me back with feedback - a phone call that I YET AGAIN never received. How Kaelo managed to survive as a business entity with service like this for this long completely blows my mind.

I don't think your standard 7-10 working days is applicable in this case where it's been dragging for almost 3 months, where (according to your replies) you don't even start to process claims 'till 5 days after it's been sent AND according to your own staff the claim STILL hasn't even been started! Please also accept this as the official cancellation notice of my policy at the end of this month. If this is the way customers who pay their policy every month for years are treated I'm not paying you one more cent of my hard-earned money.

It has been almost 3 months since the first time I contacted your claims department. It has been 8 working days since the claim was resent to multiple of your claim and other contact addresses with all the docs the medical aid and practitioners had to compile according to your specifications. It has been 5 working days since you claim to first have received this claim and your own representative confirmed that you were not busy processing any claim of mine according to your system. Neither myself nor any of the medical practitioners and service providers have received a cent. I think we have exceeded the time of having this matter resolved "timeously" by at least 2 months. So:
1.) Give me a specific date by when myself and all other accounts will be paid.
2.) Confirm that you have cancelled my membership from January 2021

If I could get paid for every time Kaelo said that to me without ever actually contacting me, I'd be a rich woman by now. As expected, nobody contacted me, the claim has still not been processed and neither myself or any of the practitioners and service providers waiting for payment have received any feedback or communication from Kaelo. I repeat:
1.) Give me a specific date by when myself and all other accounts will be paid.
2.) Confirm that you have cancelled my membership from January 2021

10 working days... still no resolve, still no communication. I repeat:
1.) Give me a specific date by when myself and all other accounts will be paid.
2.) Confirm that you have cancelled my membership from January 2021

I am going to keep posting here so people reading the review can experience in real-time what it's like dealing with Kaelo and stay away from the company. There has still not been any resolve. There has also still not been any contact or communication from Kaelo. I have also sent official notice of the cancellation of my membership from January 2021 via this platform, their website as well as various email addresses they give as contacts (but you never receive a response on). I have a strange feeling that I'm STILL going to find their debit going off at the end of this month. If that happens all hell is going to break loose.

Just as I expected; still no resolve from Kaelo. I have received no communication, they have not paid a cent of my claim and we've past the 3 month mark since I first submitted the claim now. Yet, AFTER clearly cancelling my policy with them, they still debited their premium off my account. I am now going to officially report them to the ombudsman.

Please note that after my last reply, Kaelo ensured me that the matter would be solved asap. The matter has not yet been resolved and I have not received any further feedback regarding this matter. I have also not been refunded my January policy amount yet. In fact, instead of a refund and confirmation that my policy has been cancelled I received messages yesterday confirming my membership and welcoming me to Kaelo. I think it's fair to say that I have given Kaelo ample opportunity to rectify the situation, yet they are simply making even more mistakes. I will be making my official complaint to the ombudsman and Council for Medical Schemes tomorrow.

Kaelo has still not paid a cent of my claim, they haven't refunded the debit order they took off my account after I cancelled my policy AND now they CONTINUE to take debit orders from my account. This has now moved into the realm of blatant theft.