Insurance & Medical Aid · Contact details
Old Mutual Gap Cover Contact Details
The Old Mutual Gap Cover Customer Service Centre is on 0861 106 660, and you can email oldmutualgap@kaelo.co.za. Old Mutual Gap Cover is an Old Mutual-branded medical gap policy administered by Kaelo Risk (Pty) Ltd and underwritten by GENRIC Insurance Company Limited, which is why the service mailbox is on the kaelo.co.za domain.
Old Mutual’s general call centre is not the gap cover line. For Old Mutual’s other products, see the main Old Mutual contact details page.
Old Mutual Gap Cover contact details at a glance
| Route | Details |
|---|---|
| Old Mutual Gap Cover Customer Service Centre | 0861 106 660 |
| Old Mutual Gap Cover email (administrator Kaelo) | oldmutualgap@kaelo.co.za |
| Claims | Online claims process (per policy wording) |
| Complaints Department (insurer GENRIC) | 086 144 4462 |
| Complaints email (insurer GENRIC) | complaints@genric.co.za |
Official Old Mutual Gap Cover route
Old Mutual’s gap cover page tells policyholders with questions to call the Customer Service Centre on 0861 106 660 or to email oldmutualgap@kaelo.co.za. Both are run by the administrator, Kaelo Risk. Use them for policy questions and servicing.
Claims go through the online claims process described in the policy wording: you inform the insurer of the claim by completing it online and submitting the claim form with your medical accounts and supporting documents.
Gap cover support and claims
Gap cover pays the gap between what your medical aid covers and what hospitals and specialists charge. The Overall Annual Limit for claims is R223 000 per beneficiary for the period 1 April 2026 to 31 March 2027. Premiums effective from 1 January 2026 are R313 per family member aged 18 to 39, R340 for ages 40 to 59 and R416 for 60 or older.
- Complete the online claims process and submit the claim form with the medical accounts and supporting documents.
- Do this within six months of your medical scheme’s payment date, or of the policy ending, whichever comes first.
- Get a claim number to confirm the claim is recorded.
- If the claim is rejected, you have 90 days to make representations.
Eligibility and policy requirements
Old Mutual Gap Cover is not a medical scheme. You must be an active member of a registered South African medical scheme to take it out. If your medical aid does not cover a procedure, Gap Cover will not cover it either.
- Administrator: Kaelo Risk (Pty) Ltd, registration number 2008/019335/07, FSP 36931
- Insurer: GENRIC Insurance Company Limited, registration number 2005/037828/06, FSP 43638
- Distributor: Old Mutual Life Assurance Company (South Africa) Limited, registration number 1999/004643/06
Escalation route
Complaints about the policy, including disputed claims, go in writing to the insurer’s Complaints Department: call 086 144 4462 or email complaints@genric.co.za. Quote your claim number. Compare other gap cover providers in the insurance directory O listings or the insurance and medical aid hub.
Frequently asked questions
What is the Old Mutual Gap Cover contact number?
Call the Customer Service Centre on 0861 106 660 or email oldmutualgap@kaelo.co.za.
Why is the Old Mutual Gap Cover email on kaelo.co.za?
Kaelo Risk administers the policy for Old Mutual, so the service mailbox is Kaelo’s.
How long do I have to claim?
Six months from your medical scheme’s payment date or from the end of the policy, whichever is first.
How do I complain about Old Mutual Gap Cover?
Write to the insurer’s Complaints Department at complaints@genric.co.za or call 086 144 4462.
Sources
- Old Mutual, Gap cover: oldmutual.co.za/personal/solutions/health/gap-cover, read 2026-09-26
- Old Mutual, Gap Cover brochure (PDF): oldmutual.co.za/om-docs/, read 2026-09-26
- Old Mutual, Contact us: oldmutual.co.za/contact-us/, read 2026-09-26