RM
Rosemary M
1 reviews | Active since Aug 2025
06 Sept 2025, 13:04
Dissatisfied client
I registered as a client and cancelled because of financial crisis..They told me that I need one month period cancellation..I ddnt use their services but 3000 and something rands was deducted in my account.My worry is that my money is taken while I ddnt use their services, after that they stopped contacting me for a refund.i am so disappointed .I feel they don't care about the client .I sent a cancellation letter.
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Oneplan Insurance's replyOfficial
06 Sept 2025, 15:28Dear Rosemary,
Thank you for bringing this matter to our attention.
We regret the frustration this situation has caused you. After carefully reviewing your complaint, we would like to provide clarity regarding your cancellation and premium deductions.
As per the policy schedule under Premium Refunds:
- Point 1 clearly states that premiums are not refundable in the event of an unused policy or if no claims are submitted while the policy is active.
- Point 4 further stipulates that if a cancellation request is made after the 7-day cooling-off period but before the policy’s start date, a one-month (30-day) notice period is required. During this notice period, premiums collected remain non-refundable.
In line with these terms, the premium deduction you are querying was processed correctly. Our team has made several attempts to reach you telephonically to confirm and finalize the cancellation, but were unable to make direct contact. Please note that the cancellation has since been escalated, and confirmation of the effective cancellation date will be communicated to you via both email and SMS.
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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
Kind regards,
Oneplan.
Oneplan.
Oneplan Insurance's reply06 Sept 2025, 15:28
Official
Dear Rosemary,
Thank you for bringing this matter to our attention.
We regret the frustration this situation has caused you. After carefully reviewing your complaint, we would like to provide clarity regarding your cancellation and premium deductions.
As per the policy schedule under Premium Refunds:
- Point 1 clearly states that premiums are not refundable in the event of an unused policy or if no claims are submitted while the policy is active.
- Point 4 further stipulates that if a cancellation request is made after the 7-day cooling-off period but before the policy’s start date, a one-month (30-day) notice period is required. During this notice period, premiums collected remain non-refundable.
In line with these terms, the premium deduction you are querying was processed correctly. Our team has made several attempts to reach you telephonically to confirm and finalize the cancellation, but were unable to make direct contact. Please note that the cancellation has since been escalated, and confirmation of the effective cancellation date will be communicated to you via both email and SMS.
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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
Kind regards,
Oneplan.
Oneplan.