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Xihlamariso N
1 reviews | Active since Feb 2018
20 Nov 2023, 10:21
Consultant refusing to cancel policy by telephone and say I must send email.
I sent them an email on 18 November 2023 and I told them I want to cancel my policy which I joined on the 15 November 2023. Their response was that "We have received your cancellation request and are saddened to hear you want to cancel. One of our friendly agents will be in contact with you within 5 business days to discuss how we can fix things and the importance of keeping your insurance cover with Oneplan." And when I called them on 20 November 2023 the consultant gold me that I must wait for them to respond to my email as she cannot cancel it. I was to ****ed and I told her that I'm happy that I want to cancel because it is clear that even in the future was going to have a problem with them like the cancelation one.
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Replies (3)
Oneplan Insurance's replyOfficial
20 Nov 2023, 12:02Dear Xihlamariso,
Thank you for reaching out to us and sharing your concerns regarding your experience with Oneplan. We sincerely apologize for any inconvenience caused and take your feedback seriously as we continually strive to improve our service and meet our clients' expectations.
Kindly note that our Customer Care Team cannot process cancelation requests directly on the system. All cancelations must be processed by our Cancelations Department. Once we receive a cancelation request, our Cancelations Team will contact you within 5 business days to assist you further. It is important to note that we are still within the designated turnaround time.
Should you cancel your policy within the cooling off period (seven (7) days from the date of application), any premiums and fees that have been debited will be refunded to your nominated bank account. Once a refund has been processed the standard turnaround time for bank refunds to reflect in your bank account is between 7 - 14 working days or sooner depending on the banks.
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 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.
Thank you for reaching out to us and sharing your concerns regarding your experience with Oneplan. We sincerely apologize for any inconvenience caused and take your feedback seriously as we continually strive to improve our service and meet our clients' expectations.
Kindly note that our Customer Care Team cannot process cancelation requests directly on the system. All cancelations must be processed by our Cancelations Department. Once we receive a cancelation request, our Cancelations Team will contact you within 5 business days to assist you further. It is important to note that we are still within the designated turnaround time.
Should you cancel your policy within the cooling off period (seven (7) days from the date of application), any premiums and fees that have been debited will be refunded to your nominated bank account. Once a refund has been processed the standard turnaround time for bank refunds to reflect in your bank account is between 7 - 14 working days or sooner depending on the banks.
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 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
Oneplan
Oneplan Insurance's reply20 Nov 2023, 12:02
Official
Dear Xihlamariso,
Thank you for reaching out to us and sharing your concerns regarding your experience with Oneplan. We sincerely apologize for any inconvenience caused and take your feedback seriously as we continually strive to improve our service and meet our clients' expectations.
Kindly note that our Customer Care Team cannot process cancelation requests directly on the system. All cancelations must be processed by our Cancelations Department. Once we receive a cancelation request, our Cancelations Team will contact you within 5 business days to assist you further. It is important to note that we are still within the designated turnaround time.
Should you cancel your policy within the cooling off period (seven (7) days from the date of application), any premiums and fees that have been debited will be refunded to your nominated bank account. Once a refund has been processed the standard turnaround time for bank refunds to reflect in your bank account is between 7 - 14 working days or sooner depending on the banks.
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 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.
Thank you for reaching out to us and sharing your concerns regarding your experience with Oneplan. We sincerely apologize for any inconvenience caused and take your feedback seriously as we continually strive to improve our service and meet our clients' expectations.
Kindly note that our Customer Care Team cannot process cancelation requests directly on the system. All cancelations must be processed by our Cancelations Department. Once we receive a cancelation request, our Cancelations Team will contact you within 5 business days to assist you further. It is important to note that we are still within the designated turnaround time.
Should you cancel your policy within the cooling off period (seven (7) days from the date of application), any premiums and fees that have been debited will be refunded to your nominated bank account. Once a refund has been processed the standard turnaround time for bank refunds to reflect in your bank account is between 7 - 14 working days or sooner depending on the banks.
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 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
Oneplan
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Xihlamariso N's updateReviewer Update
20 Nov 2023, 19:30Oneplan called me after they received am email from hellopeter and Apologized about the response I received from their customer service department. The lady canceled my policy. Thanks a lot Hellopeter you have never disappointed me. 🙏
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Xihlamariso N's update20 Nov 2023, 19:30
Reviewer Update
Oneplan called me after they received am email from hellopeter and Apologized about the response I received from their customer service department. The lady canceled my policy. Thanks a lot Hellopeter you have never disappointed me. 🙏
Oneplan Insurance's replyOfficial
20 Nov 2023, 19:50Dear Xihlamariso,
Thank you for providing us with feedback on the matter.
Thank you for providing us with feedback on the matter.
We appreciate the opportunity granted to restore the experience and we are delighted to hear that despite the circumstances the team has made such a lasting impression on you.
We're sad to see you go, but we do hope to have you part of the Oneplan family again.
We're sad to see you go, but we do hope to have you part of the Oneplan family again.
Kind Regards,
Oneplan
Oneplan
Oneplan Insurance's reply20 Nov 2023, 19:50
Official
Dear Xihlamariso,
Thank you for providing us with feedback on the matter.
Thank you for providing us with feedback on the matter.
We appreciate the opportunity granted to restore the experience and we are delighted to hear that despite the circumstances the team has made such a lasting impression on you.
We're sad to see you go, but we do hope to have you part of the Oneplan family again.
We're sad to see you go, but we do hope to have you part of the Oneplan family again.
Kind Regards,
Oneplan
Oneplan