Based on recent customer reviews, Kaelo delivers a sharply polarised customer experience. The Kaelo Money financial wellness division and the Gap Cover claims process attract consistent praise for speed and helpful consultants. However, the health insurance and medical aid administration arms generate severe frustration around claim rejections, unresponsive communication channels, billing disputes, and opaque coverage terms, dragging overall sentiment down significantly.
Top Strengths:
- •Customer Service & Staff Quality: Named consultants like Enrico, Daniel, and Jaleel receive repeated praise for patience, professionalism, and follow-through, particularly within Kaelo Money. Many customers describe service as exceptional and personalised.
Replied to 92% of negative reviews
Typically takes less than 14 hours 28 min to reply
TrustIndex
5.7
Score
Ranking
#2
in Health & Medical
Avg Reply
0.3
Hours
NPS Score
10
Recommended: Likely
Replied to 92% of negative reviews
Typically takes less than 14 hours 28 min to reply
May '25 - Apr '26
Recent reviews (431)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
1 reviews | Active since Jan 2020
kaelo pathetic service
hi i want to make you all aware of kaelo money, i was blocked two months ago still I'm blocked. it been weeks asking them to call me for unblocking but they don't call or decide to call not on schedule time. i want them to unblock my profile I'm tired of the waiting. I don't owe them anything and i just want my profile to be unblocked. number linked to my profile **********
1 reviews | Active since Jan 2020
kaelo pathetic service
hi i want to make you all aware of kaelo money, i was blocked two months ago still I'm blocked. it been weeks asking them to call me for unblocking but they don't call or decide to call not on schedule time. i want them to unblock my profile I'm tired of the waiting. I don't owe them anything and i just want my profile to be unblocked. number linked to my profile **********
1 reviews | Active since Jan 2020
kaelo money pathetic service
hi i want to make you all aware of kaelo money, i was blocked two months ago still I'm blocked. it been weeks asking them to call me for unblocking but they don't call or decide to call not on schedule time. i want them to unblock my profile I'm tired of the waiting. I don't owe them anything and i just want my profile to be unblocked. number linked to my profile 0656301135
1 reviews | Active since Jan 2020
kaelo money pathetic service
hi i want to make you all aware of kaelo money, i was blocked two months ago still I'm blocked. it been weeks asking them to call me for unblocking but they don't call or decide to call not on schedule time. i want them to unblock my profile I'm tired of the waiting. I don't owe them anything and i just want my profile to be unblocked. number linked to my profile 0656301135
1 reviews | Active since Jan 2020
Very bad service when you need them
So i phoned for Authorization and the guy told me over the phone someone will SMS or contact me to give me a Authorization number. So i went to the doctor still no sms or phone call. Then when i phone Kaelo again i'm busy explaining then the next thing the lady puts the phone down in my ear. What **** service from Kaelo
1 reviews | Active since Jan 2020
Very bad service when you need them
So i phoned for Authorization and the guy told me over the phone someone will SMS or contact me to give me a Authorization number. So i went to the doctor still no sms or phone call. Then when i phone Kaelo again i'm busy explaining then the next thing the lady puts the phone down in my ear. What **** service from Kaelo
1 reviews | Active since Jan 2020
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.
1 reviews | Active since Jan 2020
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.
1 reviews | Active since Jan 2020
Policy wrongly terminated despite all premiums being paid
I am extremely frustrated with the administration of my Sanlam Gap Cover policy. My premiums have been paid and my account was up to date, yet my policy was incorrectly terminated and I am now being told that I am three months in arrears, which is not true. The correct sequence of events is as follows: My February debit order of R381.00 went through successfully on 02/02/2026 and was not reversed. On 02/03/2026 a double premium of R762.00 was deducted from my account. I immediately disputed this and my bank reversed the incorrect amount. On 03/03/2026 I informed Sanlam Gap of the situation and paid the correct premium of R381.00 via EFT for my March premium. I received confirmation from Sanlam that my proof of payment had been received. On 08/03/2026 I received an email stating that my account was three months in arrears and that my policy had been terminated. On 09/03/2026 I received another email confirming that my policy had been activated again. On 10/03/2026 Sanlam paid R381.00 into my account, which they referred to as a refund. I do not understand why this refund was made. On 16/03/2026 I received communication stating that my February debit order had been reversed and that three amounts would be debited from my account (February premium, March premium, and the refund). This is incorrect, as my February premium was never reversed and my March premium was paid via eft. To avoid further confusion, I repaid the R381.00 refund via EFT on 16/03/2026 and sent proof of payment to Sanlam. Despite all of the above, Sanlam continues to reflect incorrect arrears on my account. My records clearly show that: February premium was successfully paid March premium was paid via EFT The refund amount has already been repaid This situation appears to be the result of administrative and allocation errors on Sanlam’s side. This has caused unnecessary stress and wasted a significant amount of my time trying to resolve an issue that was not caused by me. I expect: My policy to be reinstated with no interruption in cover. My payment record to be corrected Written confirmation that my account is up to date If this matter is not resolved urgently, I will proceed with a formal complaint to the Ombudsman.
1 reviews | Active since Jan 2020
Policy wrongly terminated despite all premiums being paid
I am extremely frustrated with the administration of my Sanlam Gap Cover policy. My premiums have been paid and my account was up to date, yet my policy was incorrectly terminated and I am now being told that I am three months in arrears, which is not true. The correct sequence of events is as follows: My February debit order of R381.00 went through successfully on 02/02/2026 and was not reversed. On 02/03/2026 a double premium of R762.00 was deducted from my account. I immediately disputed this and my bank reversed the incorrect amount. On 03/03/2026 I informed Sanlam Gap of the situation and paid the correct premium of R381.00 via EFT for my March premium. I received confirmation from Sanlam that my proof of payment had been received. On 08/03/2026 I received an email stating that my account was three months in arrears and that my policy had been terminated. On 09/03/2026 I received another email confirming that my policy had been activated again. On 10/03/2026 Sanlam paid R381.00 into my account, which they referred to as a refund. I do not understand why this refund was made. On 16/03/2026 I received communication stating that my February debit order had been reversed and that three amounts would be debited from my account (February premium, March premium, and the refund). This is incorrect, as my February premium was never reversed and my March premium was paid via eft. To avoid further confusion, I repaid the R381.00 refund via EFT on 16/03/2026 and sent proof of payment to Sanlam. Despite all of the above, Sanlam continues to reflect incorrect arrears on my account. My records clearly show that: February premium was successfully paid March premium was paid via EFT The refund amount has already been repaid This situation appears to be the result of administrative and allocation errors on Sanlam’s side. This has caused unnecessary stress and wasted a significant amount of my time trying to resolve an issue that was not caused by me. I expect: My policy to be reinstated with no interruption in cover. My payment record to be corrected Written confirmation that my account is up to date If this matter is not resolved urgently, I will proceed with a formal complaint to the Ombudsman.
1 reviews | Active since Jan 2020
Medical Insurance *******
In July 2025, I had to have an emergency spinal fusion after an accident. I contacted Kaelo Health, my insurer ( through Dischem) and received authorisation with a total of 1.5 million rand allocated for the procedure. The hospital account was settled for R343,000.00, with a small copayment required from me. Other service providers were also paid, but as far as I can ascertain not more than R500,000.00 was settled. When it the the neurosurgeon and anaesthetist's accounts, suddenly the insurance claims the funds are depleted and start citing tariff limits. The anaesthetist's account was for some R40,000 and Kaelo only paid R2950.00! This for a 5 hour operation; Kaelo also paid the neurosurgeon inly R39,000.00 out of a total of R300,000.00. The insurer refuses to communicate verbally and only replies to emails stating charges in excess of their tariffs. When they allocated R1.5 million rand for the procedure I was told I woul not be liable for any outstanding amounts and the entire procedure wold be covered. There was no mention of tarriff limits
1 reviews | Active since Jan 2020
Medical Insurance *******
In July 2025, I had to have an emergency spinal fusion after an accident. I contacted Kaelo Health, my insurer ( through Dischem) and received authorisation with a total of 1.5 million rand allocated for the procedure. The hospital account was settled for R343,000.00, with a small copayment required from me. Other service providers were also paid, but as far as I can ascertain not more than R500,000.00 was settled. When it the the neurosurgeon and anaesthetist's accounts, suddenly the insurance claims the funds are depleted and start citing tariff limits. The anaesthetist's account was for some R40,000 and Kaelo only paid R2950.00! This for a 5 hour operation; Kaelo also paid the neurosurgeon inly R39,000.00 out of a total of R300,000.00. The insurer refuses to communicate verbally and only replies to emails stating charges in excess of their tariffs. When they allocated R1.5 million rand for the procedure I was told I woul not be liable for any outstanding amounts and the entire procedure wold be covered. There was no mention of tarriff limits
1 reviews | Active since Jan 2020
Waste of time
P A T H E T I C is an understatement. The only reason I'm giving ot 1 star is because I do not have an option of a 0 star. KAELO is a sore excuse for medical insurance. I've been with them for about 3 years now and everything I need assistance from them, they let me down. Last year I had to have and emergency cholecystectomy. First, I had to nearly die before they finally approved the procedure. R380 000 was authorized, all inclusive. Everything calculated out about R 35 000, excluding the 2 nights I spent in the hospital. But until today the service providers (Doctors) are still contacting us, demanding their money. When you call them, there's a new story everytime. Today I had to fight to get a GP authorization, but our olicy clearly states that we have unlimited GP vists and tha we have to ask for an authorisation number after the fourth visit. And don't even get me started on the escalations department...utterly useless! They should just close their doors.
1 reviews | Active since Jan 2020
Waste of time
P A T H E T I C is an understatement. The only reason I'm giving ot 1 star is because I do not have an option of a 0 star. KAELO is a sore excuse for medical insurance. I've been with them for about 3 years now and everything I need assistance from them, they let me down. Last year I had to have and emergency cholecystectomy. First, I had to nearly die before they finally approved the procedure. R380 000 was authorized, all inclusive. Everything calculated out about R 35 000, excluding the 2 nights I spent in the hospital. But until today the service providers (Doctors) are still contacting us, demanding their money. When you call them, there's a new story everytime. Today I had to fight to get a GP authorization, but our olicy clearly states that we have unlimited GP vists and tha we have to ask for an authorisation number after the fourth visit. And don't even get me started on the escalations department...utterly useless! They should just close their doors.
1 reviews | Active since Jan 2020
No Service - Not Happy
Absolutely no Service. I've been trying to get hold of them for days. Tried the website. Tried calling. Tried sending an email. Non of my queries have been resolved nor have I gotten any feedback at all. I can not recommend this service at all.
1 reviews | Active since Jan 2020
No Service - Not Happy
Absolutely no Service. I've been trying to get hold of them for days. Tried the website. Tried calling. Tried sending an email. Non of my queries have been resolved nor have I gotten any feedback at all. I can not recommend this service at all.