Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Kaelo presents a sharply divided experience. Named consultants across the Kaelo Money and financial wellness side attract consistent praise for patience and problem solving, lifting Customer Service & Staff Quality (4.4). In contrast, members describe repeated friction with gap claims, GP authorisation and disclosed benefit limits, which pulls Coverage, Benefits & Plan Transparency (1.6) and Communication & Responsiveness (2.2) sharply down.
Top Strengths:
- •Customer Service & Staff Quality: Customers repeatedly name individuals such as Enrico Olifant, Sanele Somniso, Jaleel Hassim and Daniel Babushi, describing patient step by step guidance, callbacks after dropped calls and consultants who resolve queries while still on the line.
Replied to 98% of negative reviews
Reply time on negative reviews: 18h 41m
TrustIndex
7
Ranking
#1
in Hospitals & Clinics
Reply Time
16h 38m
NPS Score
-42
Recommended: Unlikely
Replied to 98% of negative reviews
Reply time on negative reviews: 18h 41m
Dec '25 - Nov '26
Frequently Asked Questions About Kaelo
What do customers say about Kaelo?
Based on recent customer reviews, Kaelo presents a sharply divided experience. Named consultants across the Kaelo Money and financial wellness side attract consistent praise for patience and problem solving, lifting Customer Service & Staff Quality (4.4). In contrast, members describe repeated friction with gap claims, GP authorisation and disclosed benefit limits, which pulls Coverage, Benefits & Plan Transparency (1.6) and Communication & Responsiveness (2.2) sharply down.
What is Kaelo's biggest strength?
Kaelo's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Staff Quality. Customers repeatedly name individuals such as Enrico Olifant, Sanele Somniso, Jaleel Hassim and Daniel Babushi, describing patient step by step guidance, callbacks after dropped calls and consultants who resolve queries while still on the line.
What are the most common complaints about Kaelo?
The most common complaint about Kaelo, based on Hellopeter's AI analysis of recent customer reviews, is Coverage, Benefits & Plan Transparency. Members report discovering tariff ceilings, network hospital changes, formulary edits and visit caps only at the pharmacy or hospital. Chronic medication refusals and shortfalls on gap claims leave people paying cash despite premiums.
How does Kaelo compare to other Hospitals & Clinics companies?
Kaelo scores 2.6 out of 5 on Hellopeter's AI analysis of service quality in Hospitals & Clinics, compared to the Hospitals & Clinics industry average of 1.8. Their strongest theme is Customer Service (4.4); their weakest is Coverage & Benefits (1.6). The top AI-rated Hospitals & Clinics business on Hellopeter is Kaelo (2.6). How is the AI Score calculated? →
Is Kaelo trustworthy?
Kaelo has a TrustIndex of 7 out of 10 on Hellopeter, based on 319 reviews in the last 12 months. They reply to 98% of negative reviews, typically within 18 hours 41 min. Hellopeter has tracked Kaelo across 1,629 total reviews. How is the TrustIndex calculated? →
Recent reviews (319)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Nov 2011
Absolutely appalling service. Stay away!
Absolutely appalling service. Stay away! My experience with Kaelo has been nothing short of exhausting and deeply disappointing. What should have been a straightforward claims process turned into a three-month ordeal of endless back-and-forth communication, repeated follow-ups and seemingly no one taking proper ownership of the matter. Over 112 emails were sent, with only 3 replies received. Let that sink in. The lack of communication is simply unacceptable, particularly when dealing with claims that directly affect people who are relying on their benefits. It took three months for Kaelo to try to establish what was happening with the claims, and throughout the process, getting a clear answer or meaningful response felt virtually impossible. Instead of proactive communication, accountability and efficient resolution, I was left chasing answers repeatedly. Customers should not have to send over a hundred emails just to get a response or have their claims properly investigated. The time, frustration and sheer effort required to get any traction were completely disproportionate to what should be a basic customer service function. The lack of communication, the delays and the apparent absence of accountability are simply unacceptable. Based on my personal experience, I would strongly caution anyone considering Kaelo to think carefully before committing. Customer service is not an optional extra. It is fundamental to the service being provided, and in my experience, Kaelo fell woefully short. Stay away. There are better ways to spend your time than chasing a company for three months to get answers.
1 reviews | Active since Nov 2011
Absolutely appalling service. Stay away!
Absolutely appalling service. Stay away! My experience with Kaelo has been nothing short of exhausting and deeply disappointing. What should have been a straightforward claims process turned into a three-month ordeal of endless back-and-forth communication, repeated follow-ups and seemingly no one taking proper ownership of the matter. Over 112 emails were sent, with only 3 replies received. Let that sink in. The lack of communication is simply unacceptable, particularly when dealing with claims that directly affect people who are relying on their benefits. It took three months for Kaelo to try to establish what was happening with the claims, and throughout the process, getting a clear answer or meaningful response felt virtually impossible. Instead of proactive communication, accountability and efficient resolution, I was left chasing answers repeatedly. Customers should not have to send over a hundred emails just to get a response or have their claims properly investigated. The time, frustration and sheer effort required to get any traction were completely disproportionate to what should be a basic customer service function. The lack of communication, the delays and the apparent absence of accountability are simply unacceptable. Based on my personal experience, I would strongly caution anyone considering Kaelo to think carefully before committing. Customer service is not an optional extra. It is fundamental to the service being provided, and in my experience, Kaelo fell woefully short. Stay away. There are better ways to spend your time than chasing a company for three months to get answers.