AA
Anonymous A
1 reviews | Active since Aug 2026
26 Aug 2026, 04:46
Horrible
Kaelo has to be by far a horrible medical aid provider because make me understand why I am expected to pay when I have a medical aid. I visited the doctor earlier this month and was informed that I had an outstanding amount that Kaelo did not pay. When I called to enquire I was simply told that I did not request for authorisation yet they never sent sms or email to say I needed to do that. After my recent visit to the doctor I was informed that they didn’t cover the entire cost, I had to pay the difference. Kaelo is a horrible medical provider.
Helpful (0)
Replies (1)0
Replies (1)
Kaelo's replyOfficial
26 Aug 2026, 15:44Thank you for taking the time to share your experience. We're sorry to hear that your recent experience has been frustrating.
We understand that medical cover can sometimes be confusing, especially when authorisation requirements come into effect. Depending on your plan option, authorisation is required after a certain number of GP consultations before additional visits can be covered. The details of how this process works are available in the policy documents provided to members as well as on the Kaelo app, but we appreciate your feedback regarding the communication of this requirement.
With regard to the co-payment from your most recent doctor's visit, we have escalated the matter for investigation. Our team will provide feedback as soon as possible.
Thank you for bringing this to our attention, and we appreciate your patience while we investigate the matter.
We understand that medical cover can sometimes be confusing, especially when authorisation requirements come into effect. Depending on your plan option, authorisation is required after a certain number of GP consultations before additional visits can be covered. The details of how this process works are available in the policy documents provided to members as well as on the Kaelo app, but we appreciate your feedback regarding the communication of this requirement.
With regard to the co-payment from your most recent doctor's visit, we have escalated the matter for investigation. Our team will provide feedback as soon as possible.
Thank you for bringing this to our attention, and we appreciate your patience while we investigate the matter.
Kaelo's reply26 Aug 2026, 15:44
Official
Thank you for taking the time to share your experience. We're sorry to hear that your recent experience has been frustrating.
We understand that medical cover can sometimes be confusing, especially when authorisation requirements come into effect. Depending on your plan option, authorisation is required after a certain number of GP consultations before additional visits can be covered. The details of how this process works are available in the policy documents provided to members as well as on the Kaelo app, but we appreciate your feedback regarding the communication of this requirement.
With regard to the co-payment from your most recent doctor's visit, we have escalated the matter for investigation. Our team will provide feedback as soon as possible.
Thank you for bringing this to our attention, and we appreciate your patience while we investigate the matter.
We understand that medical cover can sometimes be confusing, especially when authorisation requirements come into effect. Depending on your plan option, authorisation is required after a certain number of GP consultations before additional visits can be covered. The details of how this process works are available in the policy documents provided to members as well as on the Kaelo app, but we appreciate your feedback regarding the communication of this requirement.
With regard to the co-payment from your most recent doctor's visit, we have escalated the matter for investigation. Our team will provide feedback as soon as possible.
Thank you for bringing this to our attention, and we appreciate your patience while we investigate the matter.