Terrible service after many years of paying with no claim

Terrible service: Ref WI:***

I have been a client from around 2017 and only claimed once in my time with Kaelo and have never missed a payment. The only time I need their help I get a terrible service, the very provider that should ease the burden after an already terrible period of my wife's hospitalisation.

I sent my email with all the documents attached on the 9th June and to this date I have not heard anything from the people entrusted with my claim. Today I phoned and managed to get through after many failed attempts. ( I called on a number of times and your phones ring for over 5 minutes to no answer, I have phone logs to support this. The team of Luccile Daniels have not acted on my claim to date and on my call today they claim i did not send the claim form and they will not process my claim, this was information communicated by Violet Thama who gave it to the contact centre representative Katlego Mgati. I ask that you check my email and confirm that in I have not attached the forms, after I made a special effort to obtain the form from the scheme before submitting this form. On the call records, I was on the line with your representative to help me submit the claim and the guy helped me to ensure that all the documents were attached. Please help me understand why Violet would go out of her way to lie and disappoint a client during such a difficult time. My wife went through a near-death experience, and I would not want to be put through this kind of pain. Another thing, please, your phone lines take over 45 seconds of our airtime before we can even start holding on to the channel we wish to be in contact with, that is, if you can even get through to someone who will help. Please review this and make sure that the clients do not have to carry the price of advertising your own services with their airtime and time.