KAELO IS THE WORST GAP COVER EVER!!

We have been with Kaelo Gap Cover for many years and never had a problem with their service. However, the last few months I whished we never moved our business to them. I have submitted 2 claims (anesthesiologist and orthopedic surgeon) after my son had surgery in October. I made sure all documents requested were submitted. It took about 6 weeks before I could get hold of any consultant to enquire about the status of the claim. I was told they will escalate the process as it has been 10 December already. On 14 December I received an email to said the claim has been approved and payment will be made. To my surprise only the anesthesiologist was paid. When I emailed to ask the reason, they said they could not read the statement of the surgeon. Thus I submitted the documents again. On 31 December I phoned as my emails was not answered. I managed to get hold of the same consultant. Vumbhoni Sithole then told me the claim has been paid, he can confirm the amount of R0.00 has been paid into my account. He could not understand my frustration that no money was paid, and kept on telling me R0.00 was paid! Vumbhoni Sithole told me that it is not his work to follow up on claims as he have lots of clients phoning him. It is not his problem if i do not get any answers. When I asked to be put through to a manager, he said he can't as they work from home and do not talk to clients. I then try to explain again in a very nice voice that I need an answer on the claim by Monday 4 January - surprise surprise - no feedback yet! I have never met someone so *********** in his work, with terrible customer service. KAELO IS THE WORST GAP COVER EVER!!