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Michelle M
1 reviews | Active since Jul 2020
01 Dec 2023, 15:17
Debit Order even after cancelation
I was with this Insurance for less than 6 months, I cancelled with them and was told a consultant will be in touch with me within 5 business days but never did. Now to my surprise they have deducted R925 from my account yet I cancelled with them. A guy from the cancellation called me to finalize the cancellation. When I took out the policy I asked should I wish to cancel it will I be penalized and I was told NO, now to my surprise so much money goes off my account. I am not happy at all as I specifically asked them to communicate with me via email as I work at a Health Facility so I can't take calls.
Very Disappointed client Michelle
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Replies (1)
Oneplan Insurance's replyOfficial
03 Dec 2023, 08:34Dear Michelle,
Thank you for reaching out to us and sharing your concerns regarding your experience with Oneplan. We sincerely apologize for any delays and inconvenience caused and we take your feedback seriously as we continually strive to improve our service and meet our clients' expectations.
Kindly note according to our policy schedule that was sent to your listed email address on the initial sign-up it states, 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. If the cancellation request was sent after the 7-day cooling off period there is a one (1) calendar month, (30 days) notice period that is required.
Upon investigation, we discovered that the application for the cover was done in May 2023, and a copy of the policy schedule was sent to your listed email address. We received your request for cancellation on the 21st of November 2023. We apologize for the delay with regards to you being contacted, however, please note that this request was made after the 7-day cooling-off period, which means that a notice period is required for the cancellation of the policy.
Your last debit order date was the 27th of November 2023 and the cover will end on the 31st of December 2023. This is due to the thirty-one (31) day (one calendar month) notice period that needs to be served and premiums are collected in advance. Confirmation of the cancelation has been sent electronically to your listed email address.
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 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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
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
Thank you for reaching out to us and sharing your concerns regarding your experience with Oneplan. We sincerely apologize for any delays and inconvenience caused and we take your feedback seriously as we continually strive to improve our service and meet our clients' expectations.
Kindly note according to our policy schedule that was sent to your listed email address on the initial sign-up it states, 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. If the cancellation request was sent after the 7-day cooling off period there is a one (1) calendar month, (30 days) notice period that is required.
Upon investigation, we discovered that the application for the cover was done in May 2023, and a copy of the policy schedule was sent to your listed email address. We received your request for cancellation on the 21st of November 2023. We apologize for the delay with regards to you being contacted, however, please note that this request was made after the 7-day cooling-off period, which means that a notice period is required for the cancellation of the policy.
Your last debit order date was the 27th of November 2023 and the cover will end on the 31st of December 2023. This is due to the thirty-one (31) day (one calendar month) notice period that needs to be served and premiums are collected in advance. Confirmation of the cancelation has been sent electronically to your listed email address.
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 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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
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 reply03 Dec 2023, 08:34
Official
Dear Michelle,
Thank you for reaching out to us and sharing your concerns regarding your experience with Oneplan. We sincerely apologize for any delays and inconvenience caused and we take your feedback seriously as we continually strive to improve our service and meet our clients' expectations.
Kindly note according to our policy schedule that was sent to your listed email address on the initial sign-up it states, 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. If the cancellation request was sent after the 7-day cooling off period there is a one (1) calendar month, (30 days) notice period that is required.
Upon investigation, we discovered that the application for the cover was done in May 2023, and a copy of the policy schedule was sent to your listed email address. We received your request for cancellation on the 21st of November 2023. We apologize for the delay with regards to you being contacted, however, please note that this request was made after the 7-day cooling-off period, which means that a notice period is required for the cancellation of the policy.
Your last debit order date was the 27th of November 2023 and the cover will end on the 31st of December 2023. This is due to the thirty-one (31) day (one calendar month) notice period that needs to be served and premiums are collected in advance. Confirmation of the cancelation has been sent electronically to your listed email address.
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 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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
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
Thank you for reaching out to us and sharing your concerns regarding your experience with Oneplan. We sincerely apologize for any delays and inconvenience caused and we take your feedback seriously as we continually strive to improve our service and meet our clients' expectations.
Kindly note according to our policy schedule that was sent to your listed email address on the initial sign-up it states, 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. If the cancellation request was sent after the 7-day cooling off period there is a one (1) calendar month, (30 days) notice period that is required.
Upon investigation, we discovered that the application for the cover was done in May 2023, and a copy of the policy schedule was sent to your listed email address. We received your request for cancellation on the 21st of November 2023. We apologize for the delay with regards to you being contacted, however, please note that this request was made after the 7-day cooling-off period, which means that a notice period is required for the cancellation of the policy.
Your last debit order date was the 27th of November 2023 and the cover will end on the 31st of December 2023. This is due to the thirty-one (31) day (one calendar month) notice period that needs to be served and premiums are collected in advance. Confirmation of the cancelation has been sent electronically to your listed email address.
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 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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
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