K
Kaelo
Verified Business
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Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Kaelo presents a sharply divided customer experience. Kaelo Money users consistently celebrate named consultants like Enrico, Jaleel, Daniel, and Sanele for warm, efficient support, while Kaelo Health and Gap Cover members frequently report frustration with claims delays, authorisation hurdles, and unresponsive communication channels, creating a tale of two very different service operations under one brand.
TrustIndex
7.5
Ranking
#1
in Hospitals & Clinics
NPS Score
-4
Recommended: Unlikely
Jul '25 - Jun '26
Based on recent customer reviews, Kaelo presents a sharply divided customer experience. Kaelo Money users consistently celebrate named consultants like Enrico, Jaleel, Daniel, and Sanele for warm, efficient support, while Kaelo Health and Gap Cover members frequently report frustration with claims delays, authorisation hurdles, and unresponsive communication channels, creating a tale of two very different service operations under one brand.
Kaelo's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Staff Quality. Customer Service & Staff Quality (8.0) is anchored by repeated praise for Kaelo Money agents Enrico, Jaleel, Daniel, and Sanele who are described as patient, knowledgeable, and willing to go the extra mile, often calling members back and resolving issues live.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
My experience with Kaelo Money has been absolutely phenomenal. The level of service consistently exceeds expectations and truly stands out for its professionalism, efficiency, and customer-focused approach. The entire process was seamless, simple, and incredibly easy to navigate from start to finish. What impressed me most was how smooth and efficient everything was, making the overall experience stress-free and convenient. Kaelo Money delivers exceptional service that is truly one of a kind, and I highly recommend them to anyone looking for a reliable and outstanding experience.
1 reviews | Active since Jan 2020
My experience with Kaelo Money has been absolutely phenomenal. The level of service consistently exceeds expectations and truly stands out for its professionalism, efficiency, and customer-focused approach. The entire process was seamless, simple, and incredibly easy to navigate from start to finish. What impressed me most was how smooth and efficient everything was, making the overall experience stress-free and convenient. Kaelo Money delivers exceptional service that is truly one of a kind, and I highly recommend them to anyone looking for a reliable and outstanding experience.
1 reviews | Active since Jan 2020
I have been a client of western kaelo for 15 years for their gap cover. historically,although it was always a cumbersome claims process,they paid out . this year the claims process has gotten way more complicated (i suspect purposefully) and the without being informed clearly,their payouts have been heavily reduced. I am cancelling my policy with them and switchign to discovery gap cover. I would not recommend using western kaelo at all.
1 reviews | Active since Jan 2020
I have been a client of western kaelo for 15 years for their gap cover. historically,although it was always a cumbersome claims process,they paid out . this year the claims process has gotten way more complicated (i suspect purposefully) and the without being informed clearly,their payouts have been heavily reduced. I am cancelling my policy with them and switchign to discovery gap cover. I would not recommend using western kaelo at all.
1 reviews | Active since Jan 2020
I had an outstanding telephonic experience with Enrico from Kaelo Money. He was professional, knowledgeable, and took the time to explain everything clearly and thoroughly. The assistance he provided was incredibly informative and made the entire experience smooth and pleasant. It is refreshing to receive service from someone who is patient, helpful, and genuinely committed to assisting customers. On top of that, the product itself is excellent and offers amazing value. Truly a 5-star experience from start to finish.
1 reviews | Active since Jan 2020
I had an outstanding telephonic experience with Enrico from Kaelo Money. He was professional, knowledgeable, and took the time to explain everything clearly and thoroughly. The assistance he provided was incredibly informative and made the entire experience smooth and pleasant. It is refreshing to receive service from someone who is patient, helpful, and genuinely committed to assisting customers. On top of that, the product itself is excellent and offers amazing value. Truly a 5-star experience from start to finish.
1 reviews | Active since Jan 2020
I would like to thank the Kaelo Money team for their excellent service and professionalism. My query was handled efficiently, and the consultant took the time to listen, explain everything clearly, and provide assistance throughout the process. I truly appreciate the patience, communication, and support received. Thank you for making the experience smooth and professional. Keep up the great work!
1 reviews | Active since Jan 2020
I would like to thank the Kaelo Money team for their excellent service and professionalism. My query was handled efficiently, and the consultant took the time to listen, explain everything clearly, and provide assistance throughout the process. I truly appreciate the patience, communication, and support received. Thank you for making the experience smooth and professional. Keep up the great work!
1 reviews | Active since Jan 2020
Last year when I claimed, the service was top notch. I guess I was lucky as it's past the 7-14 working days this time around and the consultants keep on telling me it's with the medical aid for PMB which I was told for the past 2 weeks and nothing has been done. Is it not their job to follow up?
1 reviews | Active since Jan 2020
Last year when I claimed, the service was top notch. I guess I was lucky as it's past the 7-14 working days this time around and the consultants keep on telling me it's with the medical aid for PMB which I was told for the past 2 weeks and nothing has been done. Is it not their job to follow up?
1 reviews | Active since Jan 2020
I was assisted by Vusimuzi Kubeka regarding the Kaelo Health service, & I'm very pleased with the support I received. I needed to get through to a nurse consultation before obtaining an auth number & Vusi assisted me patiently & diligently throughout the entire process. He was also available whenever I reached out for follow-ups. He is hardworking consultant who takes his work seriously and provides excellent customer service. I truly appointed his dedication and support.
1 reviews | Active since Jan 2020
I was assisted by Vusimuzi Kubeka regarding the Kaelo Health service, & I'm very pleased with the support I received. I needed to get through to a nurse consultation before obtaining an auth number & Vusi assisted me patiently & diligently throughout the entire process. He was also available whenever I reached out for follow-ups. He is hardworking consultant who takes his work seriously and provides excellent customer service. I truly appointed his dedication and support.
1 reviews | Active since Jan 2020
I called the call centre at 10:00 on 21 May 2026 requesting an authorisation. I was informed that the process had changed and that my details had been sent to the relevant department, and that I would receive a callback. I waited for 30 minutes, but no callback was made. I called again at 10:30, and surprisingly, I was informed that my details had not been sent through. The second agent then advised that she had now submitted my details. I asked for a turnaround time (TAT) for the callback and was shocked to learn that there is no TAT in place, meaning I could wait an indefinite amount of time before receiving a call back. This could result in my doctor closing before I even receive an authorisation number. I called again at 11:13 and was told that I was number 10 in the queue and should expect a callback around 12:00. All this waiting while I am sick and trying to see a doctor. Who came up with this process and thought it would be beneficial to clients? This is poor customer service and completely unacceptable. Even public healthcare facilities have an average waiting period of around 60 minutes, yet I am expected to wait over two hours just to receive a callback for an authorisation number. There is also no guarantee that I will receive a callback at 12:00, which means there is still a possibility that I may not be able to see the doctor today.
1 reviews | Active since Jan 2020
I called the call centre at 10:00 on 21 May 2026 requesting an authorisation. I was informed that the process had changed and that my details had been sent to the relevant department, and that I would receive a callback. I waited for 30 minutes, but no callback was made. I called again at 10:30, and surprisingly, I was informed that my details had not been sent through. The second agent then advised that she had now submitted my details. I asked for a turnaround time (TAT) for the callback and was shocked to learn that there is no TAT in place, meaning I could wait an indefinite amount of time before receiving a call back. This could result in my doctor closing before I even receive an authorisation number. I called again at 11:13 and was told that I was number 10 in the queue and should expect a callback around 12:00. All this waiting while I am sick and trying to see a doctor. Who came up with this process and thought it would be beneficial to clients? This is poor customer service and completely unacceptable. Even public healthcare facilities have an average waiting period of around 60 minutes, yet I am expected to wait over two hours just to receive a callback for an authorisation number. There is also no guarantee that I will receive a callback at 12:00, which means there is still a possibility that I may not be able to see the doctor today.
The most common complaint about Kaelo, based on Hellopeter's AI analysis of recent customer reviews, is Communication & Responsiveness. Communication & Responsiveness (4.9) suffers from long call hold times, ignored emails, WhatsApp deflection loops, and repeated requests for documents already submitted. Members report waiting weeks or months without meaningful updates on urgent health and gap cover matters.
Kaelo scores 2.7 out of 5 on Hellopeter's AI analysis of service quality in Hospitals & Clinics, compared to the Hospitals & Clinics industry average of 1.8. Their strongest theme is Customer Service (4); their weakest is Claims Processing (2). The top AI-rated Hospitals & Clinics business on Hellopeter is Sirago Underwriting Managers (4.5). How is the AI Score calculated? →
Kaelo has a TrustIndex of 7.5 out of 10 on Hellopeter, based on 419 reviews in the last 12 months. Hellopeter has tracked Kaelo across 1,509 total reviews. How is the TrustIndex calculated? →