KAELO IS A **** WITH HORRIBLE SERVICE

Kaelo's customer service is non existent. I got pre authorisation for a specialist visit, went for the visit, paid R2000 upfront for the specialist and immediately submitted my refund.

Fast forward to the next week I call in to find out what's happening with the claim as I couldn't see it on the app, the person i got through to informed me it was rejected due to the code the specialist used. I then called the specialist and they say that's the only code for that visit, call kaelo they say no it's not and couldn't help me any further. The specialist then called Kaelo and was told it was a system glitch and they going to resubmit my claim. The specialist then called me to tell me this so I called Kaelo again just to confirm.

First call the person had no idea and told me straight up the claims rejected a d when asked to speak with a supervisor they put the call down. 2nd person I called knew about the glitch and said that the claim has been resubmitted.

Few days later I call back only to be told it's been rejected again. Asked to speak with a manager and the phone bets put down.

I call again on Monday past , ask for a manager and get put through to Kabelo who says he has escalated this and will call me the next day (Tuesday), he hasn't called and neither has anyone else at Kaelo..I've received no feedback. This morning I checked the app and can see the claim has been submitted again but only assessed for payment of R540 odd and a short payment of R1400 odd.

The benefit pays up to R2000, the specialist cost me R2000, there should be no short pay. The agent and manager both said this should be approved for payment but I'm getting shortfall now.

Ive emailed escalations who say they will help within 8 hours but they don't help at all. Haven't received any feedback from the escalation part from we will look into this.