1 reviews | Active since Jul 2017
Review of Zestlife Gap cover experience
After 12 years of paying premiums, my father was hospitalised in 2024. I submitted a claim for his in-hospital medical bills in October 2024, with the understanding that the turnaround time for processing claims is 10 days. However, despite calling weekly for updates, I was informed that delays were due to the company prioritising their annual increase emails.
After waiting three months, I received a letter in January 2025 advising that the claims had been declined. This was particularly disappointing, as the invoices I submitted were for in-hospital bills, with the medical aid already covering the medical aid rate portion.
Due to this experience, I have since moved my gap cover to Turnberry.
I hope this feedback helps highlight areas where processes and customer service could be improved for future clients.
I am sorry that you were unhappy with the outcome of your claim. The delay with your claim was caused by outstanding documents which was received mid-November and thereafter we had to interact with your medical aid to process the invoices correctly for four providers resulting in your medical aid paying a further R33 000 to these providers and there being no Gap Shortfall to cover by the policy.
The only invoice not covered by us was your physio and lab material costs as these are policy exclusions.
We regret losing you as a customer.
Kind regards
I am sorry that you were unhappy with the outcome of your claim. The delay with your claim was caused by outstanding documents which was received mid-November and thereafter we had to interact with your medical aid to process the invoices correctly for four providers resulting in your medical aid paying a further R33 000 to these providers and there being no Gap Shortfall to cover by the policy.
The only invoice not covered by us was your physio and lab material costs as these are policy exclusions.
We regret losing you as a customer.
Kind regards