Kaelo Gap Cover - Service Non-existent

Kaelo Gap Cover’s service is basically non existent. We have been attempting to resolve claim issues through their call Centre and escalation process since 12 August 2020. No one returns our calls or gets back to us - we are just provided with a standard response and are unable to get through to anybody higher in the organization. Their complaints and escalation process does not work. I have had an extremely traumatic pregnancy with a baby in NICU. All of our documents as per the claims form have been submitted. We are now being handed over by doctors who we are owing shortfall amounts to. We will be taking up this issue further with the Ombudsman as we do not know where else to go to get this matter resolved.