Kaelo Xelus - Terrible customer service

If it were possible to rate the service as zero stars I would. The service from this company has unfortunately deteriorated to such an extent over the last 2 years that I would not recommend to anyone looking for GAP cover. An outline of my experience:

8 August: Submitted claim with full documents via email, automatic response suggested 7-10 day turn around 26 August: Followed up with email as I had heard nothing, got another automatic response despite trying service and escalation emails 29 August: Followed up again on email - no response 2nd September: Tried calling, was told that documents were missing, however no one had bothered to email and communicate this. Asked what documents and consultant confirmed that there were in fact attached correctly and the claim would be sent for processing. 5th September: Emailed for follow up - no response 6th September: Received email saying claim was being processed, I rep**** and asked how long this would take, received no response 11th September - Phoned and asked to speak to management, consultant asked regarding what and then proceeded to try and help, put me on hold and after 10 minutes call cut - received no call back 16th September - Phoned again, consultant indicated claim would be processed by COB 17th September 16th September: Tried to use contact us feature on website to get customer care to call me to discuss disappointment - no response 18th September - received email saying claim for the wrong person was being processed. They had used my daughter and not wife. 19th September - Phoned and spoke to consultant who promised to send this for processing (again), said he would call me back by lunch time, I am waiting with baited breath to see if he does.

I have reached the point where there is no where to turn and no one within the company takes accountability. It seems absurd that a simple claim with the correct documentation can take 6 week and be sent for processing three times without anything happening. Despite being threatened with the Ombud and social media / hello peter they have still be been able or willing to assist me.