JN
JOELEN N
1 reviews | Active since Jan 2026
02 Feb 2026, 19:18
Claims
I made a claim in January for my daughters go visit . I submitted the payment receipt and I was blocked from making further claims due to the receipt not being detailed enough. I then submitted the detailed invoice . I needed to take my daughter to the gp and the consultant said email and whatsapp the invoice and within a few min the app won't be blocking my claims . I saw no change on the app and called back , only to be told they are offline and must give them some time to view the invoice . If someone is dying and the systems are offline . The person will die due to them being offline . I thought home affairs had serious offline issues but I see Oneplan has overtaken them
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Oneplan Insurance's replyOfficial
02 Feb 2026, 19:31Dear JOELEN,
Thank you for bringing this matter to our attention.
We acknowledge receipt of your complaint and note your dissatisfaction. Please accept our apology for any inconvenience experienced.
We would like to clarify that Oneplan is unfortunately unable to accept hand-written invoices, and the information provided on the initial receipt submitted was not sufficient for the claim to be assessed. For a claim to be processed, a fully detailed invoice is required, which must include all mandatory information. An example of a compliant, detailed invoice can be found on your policy schedule for reference.
Once you have obtained a valid detailed invoice from the service provider, please submit it via email to ***, ensuring that your policy number is included in the subject line so that it can be attended to without delay. Kindly note that until the rejected claims on the policy are resolved, you will not be able to load new claims.
We understand how frustrating this experience has been and apologise for the inconvenience caused. Your feedback regarding communication and turnaround times has been noted and will be shared with the relevant teams for review and improvement.
We look forward to hearing from you to resolve the matter.
Kind regards,
Oneplan.
Thank you for bringing this matter to our attention.
We acknowledge receipt of your complaint and note your dissatisfaction. Please accept our apology for any inconvenience experienced.
We would like to clarify that Oneplan is unfortunately unable to accept hand-written invoices, and the information provided on the initial receipt submitted was not sufficient for the claim to be assessed. For a claim to be processed, a fully detailed invoice is required, which must include all mandatory information. An example of a compliant, detailed invoice can be found on your policy schedule for reference.
Once you have obtained a valid detailed invoice from the service provider, please submit it via email to ***, ensuring that your policy number is included in the subject line so that it can be attended to without delay. Kindly note that until the rejected claims on the policy are resolved, you will not be able to load new claims.
We understand how frustrating this experience has been and apologise for the inconvenience caused. Your feedback regarding communication and turnaround times has been noted and will be shared with the relevant teams for review and improvement.
We look forward to hearing from you to resolve the matter.
Kind regards,
Oneplan.
Oneplan Insurance's reply02 Feb 2026, 19:31
Official
Dear JOELEN,
Thank you for bringing this matter to our attention.
We acknowledge receipt of your complaint and note your dissatisfaction. Please accept our apology for any inconvenience experienced.
We would like to clarify that Oneplan is unfortunately unable to accept hand-written invoices, and the information provided on the initial receipt submitted was not sufficient for the claim to be assessed. For a claim to be processed, a fully detailed invoice is required, which must include all mandatory information. An example of a compliant, detailed invoice can be found on your policy schedule for reference.
Once you have obtained a valid detailed invoice from the service provider, please submit it via email to ***, ensuring that your policy number is included in the subject line so that it can be attended to without delay. Kindly note that until the rejected claims on the policy are resolved, you will not be able to load new claims.
We understand how frustrating this experience has been and apologise for the inconvenience caused. Your feedback regarding communication and turnaround times has been noted and will be shared with the relevant teams for review and improvement.
We look forward to hearing from you to resolve the matter.
Kind regards,
Oneplan.
Thank you for bringing this matter to our attention.
We acknowledge receipt of your complaint and note your dissatisfaction. Please accept our apology for any inconvenience experienced.
We would like to clarify that Oneplan is unfortunately unable to accept hand-written invoices, and the information provided on the initial receipt submitted was not sufficient for the claim to be assessed. For a claim to be processed, a fully detailed invoice is required, which must include all mandatory information. An example of a compliant, detailed invoice can be found on your policy schedule for reference.
Once you have obtained a valid detailed invoice from the service provider, please submit it via email to ***, ensuring that your policy number is included in the subject line so that it can be attended to without delay. Kindly note that until the rejected claims on the policy are resolved, you will not be able to load new claims.
We understand how frustrating this experience has been and apologise for the inconvenience caused. Your feedback regarding communication and turnaround times has been noted and will be shared with the relevant teams for review and improvement.
We look forward to hearing from you to resolve the matter.
Kind regards,
Oneplan.