MG
Mr G
1 reviews | Active since Dec 2024
27 Dec 2024, 18:08
Bad service
The claims team will take a chance by saying you owe them money on different occasions and suspend the pets medical insurance as I only got to know this after deciding to upgrade my pets plan which will never happen now, just imagine I had an emergency with a suspended medical insurance during this holidays and also my premiums are R835 in advance and up till date my pets medical insurance remains suspended when the error is on they side and all proof of payments etc has been forwarded and they get back at me with a sorry for the mistake. I even took it up with complaints which was a waste off time either but they will be quick to say you owe them money
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Oneplan Insurance's replyOfficial
30 Dec 2024, 08:54Good day Mr N Govender
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your posting has reached us. We do take customer feedback seriously to improve our service and processes to ensure that we meet our client’s expectations as we do value you as our client.
We sincerely apologize for any inconvenience caused and the circumstances under which your posting has reached us. We do take customer feedback seriously to improve our service and processes to ensure that we meet our client’s expectations as we do value you as our client.
Should funds be incorrectly utilized or the cover limit has been reached, 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. 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 day-to-day 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.
In-hospital claims can still be processed as the day-to-day benefit differs from an in-hospital claim.
Please take note that when a formal complaint is lodged, the complaint is addressed by our Compliance department in line with our internal complaints resolution policy. The turnaround time for feedback is within 21 days from the date of the initial complaint.
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 for all clients. We do have your fur-babies 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 (Treat Customers Fairly) 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 regarding the matter at hand.
Once again, we apologize for the inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
In-hospital claims can still be processed as the day-to-day benefit differs from an in-hospital claim.
Please take note that when a formal complaint is lodged, the complaint is addressed by our Compliance department in line with our internal complaints resolution policy. The turnaround time for feedback is within 21 days from the date of the initial complaint.
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 for all clients. We do have your fur-babies 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 (Treat Customers Fairly) 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 regarding the matter at hand.
Once again, we apologize for the inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Oneplan Insurance's reply30 Dec 2024, 08:54
Official
Good day Mr N Govender
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your posting has reached us. We do take customer feedback seriously to improve our service and processes to ensure that we meet our client’s expectations as we do value you as our client.
We sincerely apologize for any inconvenience caused and the circumstances under which your posting has reached us. We do take customer feedback seriously to improve our service and processes to ensure that we meet our client’s expectations as we do value you as our client.
Should funds be incorrectly utilized or the cover limit has been reached, 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. 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 day-to-day 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.
In-hospital claims can still be processed as the day-to-day benefit differs from an in-hospital claim.
Please take note that when a formal complaint is lodged, the complaint is addressed by our Compliance department in line with our internal complaints resolution policy. The turnaround time for feedback is within 21 days from the date of the initial complaint.
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 for all clients. We do have your fur-babies 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 (Treat Customers Fairly) 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 regarding the matter at hand.
Once again, we apologize for the inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
In-hospital claims can still be processed as the day-to-day benefit differs from an in-hospital claim.
Please take note that when a formal complaint is lodged, the complaint is addressed by our Compliance department in line with our internal complaints resolution policy. The turnaround time for feedback is within 21 days from the date of the initial complaint.
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 for all clients. We do have your fur-babies 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 (Treat Customers Fairly) 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 regarding the matter at hand.
Once again, we apologize for the inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan