1 reviews | Active since Jun 2024
Appalling service
The experience with this company has been an absolute joke! I recently received a notification stating a claim of June has rejected due to info not supp****. I provided all the information they required on the day of my claim but only notifying me now that I need a itemized invoice, mind you this was never part of their process. I've attempted to resolve this issue on their whatsapp chat but the reply time is ridiculously slow. I choose the claims department and then get told I need to speak to customer service who will assist me which I never get transferred to the chat just never continues after the 'person' say they'll transfer me...not sure if its a person or a robot. I'm still waiting on feedback and still not getting anywhere. I've been trying to resolve this but can't seem to get anywhere with these people. I had numerous claims with them before which I has no issues with and was neber asked for this information but now they require all this info which I do not understand and no-one is providing me with a reason, I even requested a mansger call back no one confirmed if I'll receive one cause of the terrible customer services. They quick to take monies every month but unwilling to assist when you need assistance or resolution to issues that they cause. I'm absolutely disappointed cause I've been with this insurance for a long time now and the process use to be easy and a breeze but now they just causing a huge inconvenience. Speaking to 5 different people and no resolution is a huge joke and very embarrassing. They don't even provide ref numbers on their chats anymore cause they know they dropped in standard...almost at the same standard as debonairs at this point!!
Thank you for taking the time to bring this to our attention. We apologize for any inconvenience that has been caused and for the circumstances under which your Hellopeter posting has reached us. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value you as our client.
A detailed invoice is required when claiming for day-to-day benefits. The invoice will need to include the Doctor's practice number, the total amount charged, the Patient's name, and the Service date. Should you wish to load funds for another day-to-day claim, we would require the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds onto your Onecard.
Kindly note that in-hospital claims can still be processed as the day-to-day benefit differs from an in-hospital claim.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly to all clients. We do have your best interests at heart, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
We have acknowledged your complaint, and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention. We apologize for any inconvenience that has been caused and for the circumstances under which your Hellopeter posting has reached us. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value you as our client.
A detailed invoice is required when claiming for day-to-day benefits. The invoice will need to include the Doctor's practice number, the total amount charged, the Patient's name, and the Service date. Should you wish to load funds for another day-to-day claim, we would require the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds onto your Onecard.
Kindly note that in-hospital claims can still be processed as the day-to-day benefit differs from an in-hospital claim.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly to all clients. We do have your best interests at heart, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
We have acknowledged your complaint, and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan