Ridiculous service

I have put through 2 claims until now my money is not paid back no one has bothered to come back to me. I have called a number of times everytime I'm told it's escalated. I went to Clicks for meds and called Kaelo since there was a problem Mohammed advised to pay cash and get a letter to claim back, matter was escalated until now no refund. I'm so disappointed have not even been with them for 6 months, and I waited 3 months of making payments before I could even consult. I'm so disappointed with Kaelo, I'm ready to cancel and find something better. This is *******.