XS
Xelus Specialised Insurance Solutions
Unclaimed Business
XS
Xelus Specialised Insurance Solutions
Unclaimed Business
0 Reviews (last 12 months)
Does not respond to reviews
Performance(last 12 months):
TrustIndex
0
Ranking
#49
in Insurance
NPS Score
0
Recommended: Unlikely
Recent reviews (0)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceNE
Neretha E
1 reviews | Active since Jan 2020
13 Feb 2025, 07:57
When I did the online Kaelo Xelus claim, on the page where you add the doctors and amounts claimed, the program changed the last digit before the decimal comma (last Rand digit)
When I did the online Kaelo Xelus claim, on the page where you add the doctors and amounts claimed, the program changed the last digit before the decimal comma (last Rand digit). It did not happen every time and also not immediately. I had to go back over the amounts a few times to check and correct
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Neretha E
1 reviews | Active since Jan 2020
13 Feb 2025, 07:57
When I did the online Kaelo Xelus claim, on the page where you add the doctors and amounts claimed, the program changed the last digit before the decimal comma (last Rand digit)
When I did the online Kaelo Xelus claim, on the page where you add the doctors and amounts claimed, the program changed the last digit before the decimal comma (last Rand digit). It did not happen every time and also not immediately. I had to go back over the amounts a few times to check and correct
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Replies (0)GP
Gary P
1 reviews | Active since Jan 2020
13 Jun 2022, 21:20
Kaelo GAP cover is shocking
Submitted claims as per email address online for Kaelo GAP cover on 24 May. Received no response. Then called agent and given email address to submit claims. Submitted claims twice and received auto responders with reference numbers. When following up via email or telephonically reference number means nothing. Call agents make different excuses and keep you on hold for 10 minutes plus only to come back with no solutions. Updated email address and promised email with claim forms will be sent, but that the system does not work like Outlook. 1 agent says it will take 3-5 minutes. On follow up calls, agent says system is different to Outlook and will take 3-5 hours and still nothing. Terrible service and no follow up and clearly trying to limit claims and make it as hard as possible to claim. After many phone calls and emails still not assisted.
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Gary P
1 reviews | Active since Jan 2020
13 Jun 2022, 21:20
Kaelo GAP cover is shocking
Submitted claims as per email address online for Kaelo GAP cover on 24 May. Received no response. Then called agent and given email address to submit claims. Submitted claims twice and received auto responders with reference numbers. When following up via email or telephonically reference number means nothing. Call agents make different excuses and keep you on hold for 10 minutes plus only to come back with no solutions. Updated email address and promised email with claim forms will be sent, but that the system does not work like Outlook. 1 agent says it will take 3-5 minutes. On follow up calls, agent says system is different to Outlook and will take 3-5 hours and still nothing. Terrible service and no follow up and clearly trying to limit claims and make it as hard as possible to claim. After many phone calls and emails still not assisted.
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Tirhani M
1 reviews | Active since Jan 2020
15 Sept 2021, 09:16
Bad service
I want to cancel this and no one is getting back to me. Should you debit my account or anything for this month I'm definitely suing this company. I want to cancel the policy as I have not even used the services. I want to cancel it with immediate effect!! WORST SERVICE EVER. PLEASE DON'T USE THIS COMPANY
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Tirhani M
1 reviews | Active since Jan 2020
15 Sept 2021, 09:16
Bad service
I want to cancel this and no one is getting back to me. Should you debit my account or anything for this month I'm definitely suing this company. I want to cancel the policy as I have not even used the services. I want to cancel it with immediate effect!! WORST SERVICE EVER. PLEASE DON'T USE THIS COMPANY
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Densil E
1 reviews | Active since Jan 2020
22 Jul 2021, 15:06
Kaelo Gap Cover Scammers
We put in 3 claims, it's been 2 months with no resolution. The 1st excuse was the paperwork is being processed. The 2nd excuse is that they made a duplicate error with the application. The 3rd excuse is now the claims are being reassessed and escalated. We have been asking the call center agents to send us confirmation emails to state that they have addressed these issues but we haven't been getting any joy, so it's time for me to name and shame these agents for poor service and blatantly lying. We spoke to Isaac who said he escalated our claims on the 21 July 2021 and that everything will be resolved by 22 July 2021 and we should call him on the 22nd after 12, only to find out from Khanya that Isaac is offline on the system. Khanya on the other hand told us that the issue has escalated, when I asked to speak to management because this has been going on for 2months now, I was just put on hold for 10 mins without answer. Last but not least is Enrico who seemed to have fixed everyone's mistakes and was supposed to send a confirmation email which states that all claims have been escalated and the issues are now resolved. When we asked him to send the confirmation that all is in order he told us to hold on and cut the call. Kaelo is supposed to be a reputable company. Please update your mission and values to how we can scam/prevent our customers from getting their claims paid out.
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Densil E
1 reviews | Active since Jan 2020
22 Jul 2021, 15:06
Kaelo Gap Cover Scammers
We put in 3 claims, it's been 2 months with no resolution. The 1st excuse was the paperwork is being processed. The 2nd excuse is that they made a duplicate error with the application. The 3rd excuse is now the claims are being reassessed and escalated. We have been asking the call center agents to send us confirmation emails to state that they have addressed these issues but we haven't been getting any joy, so it's time for me to name and shame these agents for poor service and blatantly lying. We spoke to Isaac who said he escalated our claims on the 21 July 2021 and that everything will be resolved by 22 July 2021 and we should call him on the 22nd after 12, only to find out from Khanya that Isaac is offline on the system. Khanya on the other hand told us that the issue has escalated, when I asked to speak to management because this has been going on for 2months now, I was just put on hold for 10 mins without answer. Last but not least is Enrico who seemed to have fixed everyone's mistakes and was supposed to send a confirmation email which states that all claims have been escalated and the issues are now resolved. When we asked him to send the confirmation that all is in order he told us to hold on and cut the call. Kaelo is supposed to be a reputable company. Please update your mission and values to how we can scam/prevent our customers from getting their claims paid out.
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Replies (0)CK
Constant K
1 reviews | Active since Jan 2020
10 Jul 2021, 06:41
Useless Kaelo/Zelus
Cancelled the insurance in January, they still owe 3 months worth of payments back to me. AGAIN, tried to debit me this morning 10199144
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Constant K
1 reviews | Active since Jan 2020
10 Jul 2021, 06:41
Useless Kaelo/Zelus
Cancelled the insurance in January, they still owe 3 months worth of payments back to me. AGAIN, tried to debit me this morning 10199144
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Anonymous
1 reviews | Active since Jan 2020
5 Mar 2021, 08:22
From best to worse Gap cover
I have been with Sanlam Gap cover for 4 years and with my first pregnancy I had no issues with my claims, I was contacted via email should any additional information was needed and the process was smooth. 2 years later , Kaelo has taken over and the service has gone to almost none existent. My first claim submitted took 4 weeks to be paid out and that was after a follow up phone call after 10 business days of submission. My second claim, which hasn't been paid out yet, has only gone through today for authorization after I called in and followed up. And it has been 3 weeks already since I submitted my claim. When I called in I was told there is a document missing, I asked why didn't you guys email me like before, the consultant was short and not interested to explain the poor service. From the best Gap cover to the worse , I honestly don't recommend this policy because of the after service, your claims get paid out 2 months later, the communications is non existent and the customer service is so poor. Sanlam should be ashamed to attach their name to Kaelo.
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Anonymous
1 reviews | Active since Jan 2020
5 Mar 2021, 08:22
From best to worse Gap cover
I have been with Sanlam Gap cover for 4 years and with my first pregnancy I had no issues with my claims, I was contacted via email should any additional information was needed and the process was smooth. 2 years later , Kaelo has taken over and the service has gone to almost none existent. My first claim submitted took 4 weeks to be paid out and that was after a follow up phone call after 10 business days of submission. My second claim, which hasn't been paid out yet, has only gone through today for authorization after I called in and followed up. And it has been 3 weeks already since I submitted my claim. When I called in I was told there is a document missing, I asked why didn't you guys email me like before, the consultant was short and not interested to explain the poor service. From the best Gap cover to the worse , I honestly don't recommend this policy because of the after service, your claims get paid out 2 months later, the communications is non existent and the customer service is so poor. Sanlam should be ashamed to attach their name to Kaelo.
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Replies (0)NM
Nontokozo M
1 reviews | Active since Jan 2020
12 Feb 2021, 17:31
Scam
Crooks!! you pay for years but they do not pay out when you have a claim, I would never advice anyone to use them
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Nontokozo M
1 reviews | Active since Jan 2020
12 Feb 2021, 17:31
Scam
Crooks!! you pay for years but they do not pay out when you have a claim, I would never advice anyone to use them
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Willie B
1 reviews | Active since Jan 2020
18 Jan 2021, 13:37
Kaelo Xelus - Not a good experience at all.
I am writing this review while holding on for someone to take my call at Kaelo Xelus. It has no been 15 min since I phoned in with no one answering their phones. Just another reflection on how they do business. I have received two emails requesting information which I have previously sent through already. A tactic to avoid paying out claims? But they will never take ages to debit my account. That they do exactly on the last day of the month. No luck on the call. Will have to try later again.
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Willie B
1 reviews | Active since Jan 2020
18 Jan 2021, 13:37
Kaelo Xelus - Not a good experience at all.
I am writing this review while holding on for someone to take my call at Kaelo Xelus. It has no been 15 min since I phoned in with no one answering their phones. Just another reflection on how they do business. I have received two emails requesting information which I have previously sent through already. A tactic to avoid paying out claims? But they will never take ages to debit my account. That they do exactly on the last day of the month. No luck on the call. Will have to try later again.
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Replies (0)