Oh no .... it's Kaelo

I submitted a claim on the 6th February 2020. All the required documentation was provided.

On the 26th February 2020, 3 weeks later, I called to follow up on the claim. Nothing had been done for the past weeks. Post my call, I was asked to complete some "cession" information which was "optional" on the form. I had to explain what optional means so that we could move past this hurdle. After a telephonic call and an email, I received a claim notification receipt on the 27th February 2020 that my claim was finally lodged.

On the 28th February 2020, I received a notification that my claim was approved and now awaiting payment within the next 5 working days (reference number 12315).

On 3rd March 2020, I received an email with the complete statement that illustrated that my claim was finalized and was paid on the 28 February 2020. There were two issues with statement. Firstly, I did not receive any payment on the 28th as per statement. Secondly, the figures on the statement did not balance. I called the call-centre and explained the issue. I was told I would be contacted the next day with an explanation.

To no surprise, no response on the 4th March 2020. So I emailed on the 5th March 2020 requesting feedback.

To no surprise, no response by the 6th March 2020. I called again on the morning of the 6th March 2020 to request some feedback. I was promised the issue was escalated and that I would be contacted by close of business.

To no surprise, I was not contacted by 17:38 pm on the 6th March 2020. I emailed the escalations department regarding this issue.

On the morning of Monday, 9th March 2020, I called the call-centre again. I explained to the agent my frustrations and requested I speak to a manager immediately, as I was not prepared to wait any longer. The manager was in a meeting and I was promised to called when he was done.

To no surprise, 4 hours and no call.

So whats next ....

Ironically, after each call(of which there were quite a few), I was requested to rate their service ....

How do you think you should be rated, Kaelo...