Company motto should be: "We fall short of paying shortfalls."

I have had Kaelo Xelus Gap cover since 2011 and in the last 4 years I have been let down by them one too many times.

When I changed companies in 2017, I moved my Gap cover from by old company's account into my private capacity. I did this in February that year.) Only to realize in July that my installments have not been going off. So I contacted them and they said that my account changes were not loaded on their side and that I basically didn't have Gap cover anymore. I was then told that I could either pay a penalty fee or have a 6 month waiting period. (So should anything have happened within that period, I would not have been able to claim.) This period is actually for new clients to ensure that they don't have any preexisting conditions and to build up some funds. I have been with them for many years however and if they just checked their information they would've seen this. I was very unhappy about this, but decided to stay. (Luckily nothing happened during that period.)

Then my husband had to go to the emergency rooms at the hospital last year and Kaelo said that unless he was actually hospitalized they do not cover any shortfalls. So we ended up having to pay over R2000.

My last incident happened this week. I was referred to a surgeon who sent me for me for a CT scan and an Ultrasound. I called Kaelo prior to these to make sure I will be covered. But now they are picking and choosing off of the statement what they feel like covering. Not the actual shortfall that I had to pay as per my medical aid statement. So I now have to pay over R4000 to the hospital, because my Gap won't.

You are better off just taking that money that you pay every month towards Kaelo Gap cover and paying it into a savings account. Because these guys don't pay actual shortfalls. Their motto should be: "We fall short of paying shortfalls."

I am very unhappy and will be looking for other Gap Cover. DO NOT take out cover with this company as they will let you down.