Kaelo bad customer service

I app**** medical insurance with hippo and I was promised that I will receive my cards 3 weeks after my first debit order has gone through till now I am still waiting for my cards to be send to me.from last year July up until now I don't receive the service that was promised.i tried to call kaelo but the consultant was very very rude to a point that she hang up the call while we tried to find out.i am just asking my self if they will be able to pay for the claims because the way the consultant spoke to me and their manager was so rude and I kept asking my self what kind of training is kaelo give to their managers and consultant.just asking nje

Since kaelo promised to send me the card and failed to do that this simply means that kaelo did not render the service that was promised to the customer so if that is the case can I simply get my refund. Any loyadvice al