Misleading Information and Poor Follow-Up from Zestlife Gap Cover

I am extremely disappointed with the service I’ve received from Zestlife while enquiring about their gap cover options.

On 25 July, I was contacted by a sales consultant named Ferdinand regarding the Optimum plan. He informed me that because I am married, I do not qualify for this option. I later contacted him again to proceed with the Essential Individual cover for myself only. However, he then claimed that since my husband and I are on the same medical aid, I must take the family cover, which is the more expensive option.

Unconvinced, I contacted the Zestlife call centre on three different occasions to verify this information. I spoke to Benni, Sara, and one other consultant whose name I unfortunately did not get. All three contradicted Ferdinand’s claims — they confirmed that:

You do not need to be unmarried to qualify for the Optimum plan.

The Optimum plan is available to individuals under the age of 35.

Zestlife does offer individual gap cover, regardless if my husband and I are on the same medical aid.

This experience left me feeling misled, as it appeared Ferdinand was pushing the more expensive cover unnecessarily. Furthermore, I called on 30 July to request a different consultant to assist me and followed up the next day. To date — over a week later — I have not received a single call back.

This kind of service is unacceptable, especially for a product as important as medical gap cover. I expected honesty, transparency, and efficiency — and sadly, received none. I hope Zestlife takes this complaint seriously and addresses the gaps in both their sales practices and follow-up procedures.

I would still like a sales consultant to give me a call to inquire further other than Ferdinand.