OM
Olorato M
1 reviews | Active since Jul 2023
18 Jul 2023, 10:18
Bad service
Their service is very bad. Until now my medical card says insufficient funds. I regret joining. Last month i used my money for consultation then request for refund, now im sick i can't go to the doctor "they said" i must wait for the refund first and they will load money inside.
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Oneplan Insurance's replyOfficial
18 Jul 2023, 12:49Good day Olorato,
Thank you for taking the time to bring this to our attention.
Thank you for taking the time to bring this to our attention.
We apologize for any inconvenience which 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.
Kindly note that when claiming for day-to-day benefits we will require the detailed invoice for the claim to be finalized. 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.
Should we not receive a detailed invoice or the funds were utilized for items that do not fall within our policy terms and conditions, a non-premium balance will reflect on the policy. A non-premium balance is an amount that is due to Oneplan, this amount needs to be settled before any new claims can be loaded.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions. Please note that this is by no means a ploy to refuse payment of the claim. We do have your best interests at heart, and we will assist with all we can in line with our terms and conditions.
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
Oneplan Insurance's reply18 Jul 2023, 12:49
Official
Good day Olorato,
Thank you for taking the time to bring this to our attention.
Thank you for taking the time to bring this to our attention.
We apologize for any inconvenience which 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.
Kindly note that when claiming for day-to-day benefits we will require the detailed invoice for the claim to be finalized. 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.
Should we not receive a detailed invoice or the funds were utilized for items that do not fall within our policy terms and conditions, a non-premium balance will reflect on the policy. A non-premium balance is an amount that is due to Oneplan, this amount needs to be settled before any new claims can be loaded.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions. Please note that this is by no means a ploy to refuse payment of the claim. We do have your best interests at heart, and we will assist with all we can in line with our terms and conditions.
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