1 reviews | Active since Jul 2018
Claims
I have been a member of Oneplan since 2018, I've used it once in 2018, twice in 2019, twice in 2020 and twice in 2021. The second time this year was for an optometrist last week. I fell ill on Monday and by yesterday I was feeling worse and wanted to go to the Dr but my Optometry claim was rejected (which I have saved R460 by using my own frame, that can't be used for any other medical expense, no they take that back?) the data free app wouldn't upload my invoice from the optometrist, then I mailed the invoice which apparently wont open on their side, I've send it by email twice after. So my Dr's claim couldn't be loaded due to the rejection of the optometry claim. I have made numerous requests for you to contact me as I was sick at home and couldn't phone since I had no airtime, after the message in chat said someone will be in contact with me (yesterday) on the chat app...I am still waiting. My daugther paid for me to get a covid test yesterday seeing that I couldn't see my Dr and nobody bothered to come back to me when I asked whether they cover a covid test. i had to know whether I can go back to work or not. What's the use of having medical insurance if it's not available when you need it! The fact that no one bothered to contact me yesterday to try to assist me is my main concern in this matter.
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience which has been caused and for the circumstances under which your Hellopeter posting has reached us as we do value you as our client and wish you a speedy recovery. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have attempted to contact you on the listed number; however, it was to no avail.
Kindly note records on our system reflect that your Optometry claim has been processed and approved and you are able to load new day-to-day claims. As per our policy terms and conditions for day-to-day claims, the initial claim must be processed first, before another claim is loaded since the funds are loaded onto the Onecard, the reason for this is for auditing purposes and to prevent *****.
The plan type that you are on covers for the Covid-19 Test under the Pathology Benefit up to the respective cover limit. You can provide us with the relevant documents for the Covid test that was done, and we will process a refund up to the cover limit.
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.
Kindly provide us with a suitable time to contact you to further discuss your concerns as we would like to provide you with clarity on the matter at hand.
Once again we apologize for the inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience which has been caused and for the circumstances under which your Hellopeter posting has reached us as we do value you as our client and wish you a speedy recovery. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have attempted to contact you on the listed number; however, it was to no avail.
Kindly note records on our system reflect that your Optometry claim has been processed and approved and you are able to load new day-to-day claims. As per our policy terms and conditions for day-to-day claims, the initial claim must be processed first, before another claim is loaded since the funds are loaded onto the Onecard, the reason for this is for auditing purposes and to prevent *****.
The plan type that you are on covers for the Covid-19 Test under the Pathology Benefit up to the respective cover limit. You can provide us with the relevant documents for the Covid test that was done, and we will process a refund up to the cover limit.
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.
Kindly provide us with a suitable time to contact you to further discuss your concerns as we would like to provide you with clarity on the matter at hand.
Once again we apologize for the inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan