Servicing Channels & Escalation Details
Kaelo Gap
| Query | Dedicated Email / Link | Turnaround time within Business hours (Mon – Fri 8am till 5pm_Sat 8-12pm) |
| Claims (1st Submission) | kaelogap@kaelo.co.za or call 0861 493 587 | 7-14 days (from receipt of all documents) |
| Claims (Submission of outstanding documents) | kaelogap@kaelo.co.za or call 0861 493 587 | |
| Escalations | escalations@kaelo.co.za | 8 working hours |
| Applications | kaelogap@kaelo.co.za | 24-48 working hours |
| Contacts | Telephone | |
|
Gap Claims Operations Manager Warissa Haniff |
Warissa.haniff@kaelo.co.za | 074 257 3858 |
|
Billing Team Leader Richardo Miller |
Richardo.miller@kaelo.co.za | 078 019 2282 |
|
Billing and Membership Manager Naheed Kroutz |
Naheed.kroutz@kaelo.co.za | 081 369 3365 |
|
Financial Accountant (Commission) Chané Van der Vyver |
Chane.vandervyver@kaelo.co.za | 072 592 89 84 |
|
Business Owner | Gap Operations Manager Cary Gore |
Cary.gore@kaelo.co.za | 083 488 3949 |
|
Product Owner | Head of Product Megan Steyn |
Megan.steyn@kaelo.co.za | 082 825 7695 |
Western Gap
| Query | Dedicated Email / Link | Turnaround time within Business hours (Mon – Fri 8am till 5pm_Sat 8-12pm) |
| Claims (1st Submission) | western@kaelo.co.za or call 0861 008 258 | 7-14 days |
| Claims (Submission of outstanding documents) | western@kaelo.co.za or call 0861 008 258 | 8 working hours |
| Escalations | westernesc@kaelo.co.za | 8 working hours |
| Applications | western@kaelo.co.za | 24-48 working hours |
| Contacts | Telephone | |
|
Gap Claims Operations Manager Warissa Haniff |
Warissa.haniff@kaelo.co.za | 074 257 3858 |
|
Billing Team Leader Richardo Miller |
Richardo.miller@kaelo.co.za | 078 019 2282 |
|
Billing and Membership Manager Naheed Kroutz |
Naheed.kroutz@kaelo.co.za | 081 369 3365 |
|
Financial Accountant (Commission) Chané Van der Vyver |
Chane.vandervyver@kaelo.co.za | 072 592 89 84 |
|
Business Owner | Gap Operations Manager Cary Gore |
Cary.gore@kaelo.co.za | 083 488 3949 |
|
Product Owner | Head of Product Megan Steyn |
Megan.steyn@kaelo.co.za | 082 825 7695 |
Kaelo Lifestyle
| Contacts | Telephone | |
| Kaelo Lifestyle (AskNelson) | asknelson@kaelo.co.za | 086 163 5766 |
|
Business Owner (Operations) Celéste Olivier |
Celeste.olivier-blaauw@kaelo.co.za | 086 163 5766 |
|
Team Leader Lerato Sookane |
Lerato.sookane@kaelo.co.za | 086 163 5766 |
|
Product Owner (Design & Compliance) Celéste Olivier |
Celeste.olivier-blaauw@kaelo.co.za | 086 163 5766 |
Kaelo Money
| Contacts | Telephone | |
| Kaelo Money
Mon-Fri 8am-5pm |
support@kaelomoney.co.za | 0861 999 719 |
| Business Owner (Kaelo Money)
Jaco Kachelhoffer |
jaco@kaelomoney.co.za | 0861 999 719 |
| Team Leader
James Eckersley |
James.eckersley@kaelo.co.za | 0861 999 719 |
| Product Owner | Head of Product
James Eckersley |
James.eckersley@kaelo.co.za | 0861 999 719 |
Kaelo Health
| Query | Dedicated Email / Link | Turnaround time within Business hours (Mon – Fri 8am till 5pm_Sat 8-12pm) |
| Mobile App | Link for Android Link for iOS |
|
| Prime Cure Network | Find a provider: https://www.primecure.co.za/provider-search or access through the app.
Healthcare provider queries: |
|
| Claims Query | correspondence@primecure.co.za | 48 working hours |
| Claims Refund | refunds@primecure.co.za Member to complete refund form online: https://www.primecure.co.za/refund-request-form/ |
48 working hours |
| Mobile Applications Queries | dashboardlogin@kaelo.co.za or call 0861 665 665 | 8 working hours |
| Optometrist Queries/Authorisation | Optical@primecure.co.za Providers to complete form online: https://www.primecure.co.za/optometry-authorisation-form/ |
8 working hours |
| Dentist Queries/Authorisation | Dental.preauthorisations@primecure.co.za or call 0861 665 665 | 8 working hours |
| Specialists Queries/Authorisation | casemanager@primecure.co.za or call 0861 665 665 Providers to complete form online: https://www.primecure.co.za/specialist-referral-form/ |
8 working hours |
| GP Nomination & Changes | nominatemygp@primecure.co.za Member to complete form online: https://www.primecure.co.za/change-my-gp/ |
8 working hours |
| Benefits & Limit Queries | Support@primecure.co.za or call 0861 665 665 | 8 working hours |
| Chronic Medication Application | pcauth@mediscor.co.za Member to complete form online: https://www.primecure.co.za/cdl-chronic-application-form-2/ |
8 working hours |
| HIV Medication | hivdmp@primecure.co.za Member to complete form online: https://www.primecure.co.za/hiv-disease-management-programme-registration/ |
8 working hours |
| Clinical Escalations & Ex Gratia cases | clinicalreview@primecure.co.za | Guarantee of Payments – 4 working hours General Clinical Enquiries – 8 working hours Exception Ex Gratia – 5 – 20 working days |
| Primecure & Kaelo Health Escalations | escalations@primecure.co.za | 8 working hours |
| Contacts | Telephone | |
| Health Call Centre, Exec Office, and Claims
Katlego Seabi |
Katlego.Seabi@kaelo.co.za | 073 768 9263 |
| Membership Manager (Applications & Policies)
Richardo Mayongo |
Richardo.miller@kaelo.co.za | 078 654 8919 |
| Financial Accountant – Head of Billing
Chané Van der Vyver |
Chane.vandervyver@kaelo.co.za | 072 592 8984 |
| Health Billing Team Leader
Lourika Biggar |
lourika.bigger@kaelo.co.za | 082 228 8374 |
| Business Owner | Health Operations Manager
Kivashni Naidoo |
Kivashni.naidoo@kaelo.co.za | 076 660 5872 |
| Product Owner | Design & Compliance
Leigh Hoft |
Leigh.hoft@kaelo.co.za | 082 829 2566 |
Suremed Shuttle
| Query | Dedicated Email / Link | Turnaround time within Business hours (Mon – Fri 8am till 5pm_Sat 8-12pm) |
| Mobile App | Link for Android Link for iOS |
|
| Prime Cure Network |
Find a provider: https://www.primecure.co.za/provider-search or access through the app. Healthcare provider queries: |
|
| Policy Schedule Request (membership certificate) Policy status query- (active/terminated, dependants loaded) | membership@Suremedhealth.co.za or call 0860 080 888 | 2 working days |
| Claims Query | correspondence@primecure.co.za | 8 working hours |
| Claims Refund | refunds@primecure.co.za Member to complete refund form online: https://www.primecure.co.za/refund-request-form/ |
8 working hours |
| Mobile Applications Queries | dashboardlogin@kaelo.co.za or call 0861 665 665 | 8 working hours |
| Optometrist Queries/Authorisation | Optical@primecure.co.za Providers to complete form online: https://www.primecure.co.za/optometry-authorisation-form/ |
8 working hours |
| Dentist Queries/Authorisation | Dental.preauthorisations@primecure.co.za or call 0861 665 665 | 8 working hours |
| Specialists Queries/Authorisation | casemanager@primecure.co.za or call 0861 665 665 Providers to complete form online: https://www.primecure.co.za/specialist-referral-form/ |
8 working hours |
| GP Nomination & Changes | nominatemygp@primecure.co.za Member to complete form online: https://www.primecure.co.za/change-my-gp/ |
8 working hours |
| Benefits & Limit Queries | Support@primecure.co.za or call 0861 665 665 | 8 working hours |
| Chronic Medication Application | pcauth@mediscor.co.za Member to complete form online: https://www.primecure.co.za/cdl-chronic-application-form-2/ |
8 working hours |
| HIV Medication | hivdmp@primecure.co.za Member to complete form online: https://www.primecure.co.za/hiv-disease-management-programme-registration/ |
8 working hours |
| Clinical Escalations & Ex Gratia cases | clinicalreview@primecure.co.za | Guarantee of Payments – 4 working hours General Clinical Enquiries – 8 working hours Exception Ex Gratia – 5 – 20 working days |
| Escalations | escalations@primecure.co.za | 4 working hours |
| Underwriting | membership@suremed.co.za | 2 working days |
| *Billing note – Private members are billed in advanced & members part of a group are billed in arrears. | ||