LJ
Leander J
1 reviews | Active since Jan 2013
12 Mar 2025, 07:44
Don't think they know what they are doing
I have submitted 2x Optometry refund claims in the beginning of February for my 2 boy and 1x specialist claim end of February also for the 1, Oneplan went and took the specialist claim and submitted it as an Optometry claim and declined the specialist claim as it was wrongly submitted as an Optometry on their side and submitted it for the main member and say now that I as the main member have no benefits left but it was submitted for my children. I have never seen such and incompatibility from them
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Oneplan Insurance's replyOfficial
12 Mar 2025, 10:04Dear Leander,
Thank you for bringing this matter to our attention.
We sincerely apologize for the circumstances surrounding your Hellopeter posting and the inconvenience this has caused. Please be assured that we take customer feedback seriously, using it to continually improve our services and processes to ensure we meet our clients' expectations. Your satisfaction is important to us, and we value you as our client.
We have reviewed your complaint and escalated it to the relevant department for further investigation and to be addressed.
We can confirm that the two Optometry refund claims have been approved and submitted for payment into your bank account.
The Specialist claim has been approved as a once-off leniency. Due to the information included in the referral letter and the invoice submitted, when the claim was being assessed, it was changed to an Optometry claim and was rejected due to the annual limit for the dependent being exceeded. Upon further review, the claim has been granted as a leniency, however, kindly note that going forward, any services rendered by an Optometrist are strictly covered under the Optometry benefit subject to the stated and available cover limit as per the plan you select and will not be reviewed under the Specialist cover.
Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
Once again, we sincerely apologize for any inconvenience caused and hope to restore your experience with our services.
Kind regards,
Oneplan.
Thank you for bringing this matter to our attention.
We sincerely apologize for the circumstances surrounding your Hellopeter posting and the inconvenience this has caused. Please be assured that we take customer feedback seriously, using it to continually improve our services and processes to ensure we meet our clients' expectations. Your satisfaction is important to us, and we value you as our client.
We have reviewed your complaint and escalated it to the relevant department for further investigation and to be addressed.
We can confirm that the two Optometry refund claims have been approved and submitted for payment into your bank account.
The Specialist claim has been approved as a once-off leniency. Due to the information included in the referral letter and the invoice submitted, when the claim was being assessed, it was changed to an Optometry claim and was rejected due to the annual limit for the dependent being exceeded. Upon further review, the claim has been granted as a leniency, however, kindly note that going forward, any services rendered by an Optometrist are strictly covered under the Optometry benefit subject to the stated and available cover limit as per the plan you select and will not be reviewed under the Specialist cover.
Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
Once again, we sincerely apologize for any inconvenience caused and hope to restore your experience with our services.
Kind regards,
Oneplan.
Oneplan Insurance's reply12 Mar 2025, 10:04
Official
Dear Leander,
Thank you for bringing this matter to our attention.
We sincerely apologize for the circumstances surrounding your Hellopeter posting and the inconvenience this has caused. Please be assured that we take customer feedback seriously, using it to continually improve our services and processes to ensure we meet our clients' expectations. Your satisfaction is important to us, and we value you as our client.
We have reviewed your complaint and escalated it to the relevant department for further investigation and to be addressed.
We can confirm that the two Optometry refund claims have been approved and submitted for payment into your bank account.
The Specialist claim has been approved as a once-off leniency. Due to the information included in the referral letter and the invoice submitted, when the claim was being assessed, it was changed to an Optometry claim and was rejected due to the annual limit for the dependent being exceeded. Upon further review, the claim has been granted as a leniency, however, kindly note that going forward, any services rendered by an Optometrist are strictly covered under the Optometry benefit subject to the stated and available cover limit as per the plan you select and will not be reviewed under the Specialist cover.
Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
Once again, we sincerely apologize for any inconvenience caused and hope to restore your experience with our services.
Kind regards,
Oneplan.
Thank you for bringing this matter to our attention.
We sincerely apologize for the circumstances surrounding your Hellopeter posting and the inconvenience this has caused. Please be assured that we take customer feedback seriously, using it to continually improve our services and processes to ensure we meet our clients' expectations. Your satisfaction is important to us, and we value you as our client.
We have reviewed your complaint and escalated it to the relevant department for further investigation and to be addressed.
We can confirm that the two Optometry refund claims have been approved and submitted for payment into your bank account.
The Specialist claim has been approved as a once-off leniency. Due to the information included in the referral letter and the invoice submitted, when the claim was being assessed, it was changed to an Optometry claim and was rejected due to the annual limit for the dependent being exceeded. Upon further review, the claim has been granted as a leniency, however, kindly note that going forward, any services rendered by an Optometrist are strictly covered under the Optometry benefit subject to the stated and available cover limit as per the plan you select and will not be reviewed under the Specialist cover.
Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
Once again, we sincerely apologize for any inconvenience caused and hope to restore your experience with our services.
Kind regards,
Oneplan.