Unlimited GP visits” but authorisation denied for my child – no reasons, 4-hour nurse delay, cancellation blocked

I am extremely disappointed with Kaelo MyHealth. My child had flu symptoms during seasonal changes and we requested authorisation for an in-person GP visit. Kaelo denied the authorisation and gave no proper reason, other than: “Authorisations are subject to Managed Care Protocols.” This is not an explanation.

We did not want a nurse call, we needed an in-person GP assessment and appropriate medication. The previous claim was unrelated to this flu incident, so this cannot reasonably be seen as “excessive claiming”.

After giving up and waiting for the nurse, the nurse only contacted us almost 4 hours later. This delay is unacceptable when dealing with a sick child.

When we tried to cancel because this cover clearly does not support a child’s healthcare needs, Kaelo said the policy will only terminate end of April, forcing us to remain on a product that failed when we needed it.

To make matters worse, a recent scan was rejected without proper justification. Kaelo markets “unlimited GP visits” but in practice denies authorisation with vague statements and no transparency. I cannot recommend this product, especially for parents.