AV
Azel V
1 reviews | Active since Jul 2019
06 May 2022, 11:46
DON'T WASTE YOUR TIME WITH ONEPLAN INSURANCE - THEY DON'T KNOW WHAT THEY'RE DOING
I was contacted by Oneplan Insurance and offered vehicle insurance on my Volkswagen Microbus. Spent 45 minutes on the phone giving all my details and listening to all their terms and conditions etc. I paid them immediately so my cover could start the same day and received a 'Welcome to Oneplan Insurance' e-mail with my Policy number and schedule - only to be contacted again after a week to be told that they cannot cover me anymore because they realised my Microbus is a 10-seater vehicle and they cannot cover anything over a 7-seater! What nonsense! And then I receive an SMS and e-mail from them afterwards stating: We regret to inform you that you ShortTerm is going to be cancelled due to "Vehicle Sold". I then phoned them and stayed number 1 in the queue for 15 minutes - they never answered.
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Replies (3)0
Replies (3)
Oneplan Insurance's replyOfficial
06 May 2022, 16:30Good day Azel,
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
From the outset we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for any inconvenience caused. It is deeply concerning of the circumstances under which your Hellopeter posting has reached us. Please rest assured that this matter will be investigated, as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
As per our telephonic conversation kindly note that our QA department assesses all sales calls to ensure that the correct information is provided to the client and that the policy terms and conditions are adhered to. This process also ensures that the client is not misinformed and should the client be misinformed in any way the policy will be sent to the relevant department to ensure that the correct information is provided to the client.
Due to our QA department assessing the call and establishing that the incorrect information was provided the policy was sent to our Correction department to rectify this as we can only cover vehicles that have a seating capacity of less than 7 people including the driver. Regrettably, the vehicle type benefits one of our general exclusions and falls within the bounds of our very few excluded conditions, therefore you were informed, and the policy was cancelled. Kindly note that any premiums and fees that have been collected will be refunded to your listed bank account.
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.
Once again, we apologize for any inconvenience caused.
Kind Regards,
Oneplan
Oneplan Insurance's reply06 May 2022, 16:30
Official
Good day Azel,
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
From the outset we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for any inconvenience caused. It is deeply concerning of the circumstances under which your Hellopeter posting has reached us. Please rest assured that this matter will be investigated, as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
As per our telephonic conversation kindly note that our QA department assesses all sales calls to ensure that the correct information is provided to the client and that the policy terms and conditions are adhered to. This process also ensures that the client is not misinformed and should the client be misinformed in any way the policy will be sent to the relevant department to ensure that the correct information is provided to the client.
Due to our QA department assessing the call and establishing that the incorrect information was provided the policy was sent to our Correction department to rectify this as we can only cover vehicles that have a seating capacity of less than 7 people including the driver. Regrettably, the vehicle type benefits one of our general exclusions and falls within the bounds of our very few excluded conditions, therefore you were informed, and the policy was cancelled. Kindly note that any premiums and fees that have been collected will be refunded to your listed bank account.
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.
Once again, we apologize for any inconvenience caused.
Kind Regards,
Oneplan
AV
Azel V's updateReviewer Update
10 May 2022, 10:13So I was contacted and received an apology for their people not being trained properly - they will look into that. They are also sorry that their people do not know to use the correct description when cancelling a policy - they will look into that. Then two days later they took money from my account for the monthly insurance premium - that they have cancelled! So Oneplan - you might think that I am not insured, but you took my money for the monthly insurance, therefore I think that even a judge in a court of law will agree that in this instance I am insured by you!!!!!!!
AV
Azel V's update10 May 2022, 10:13
Reviewer Update
So I was contacted and received an apology for their people not being trained properly - they will look into that. They are also sorry that their people do not know to use the correct description when cancelling a policy - they will look into that. Then two days later they took money from my account for the monthly insurance premium - that they have cancelled! So Oneplan - you might think that I am not insured, but you took my money for the monthly insurance, therefore I think that even a judge in a court of law will agree that in this instance I am insured by you!!!!!!!
Oneplan Insurance's replyOfficial
10 May 2022, 16:37Good day Azel,
Thank you for taking our call earlier and allowing us to further discuss the matter at hand.
Unfortunately, as there was a debit sent to your bank account before the policy was cancelled, we were unable to delete the debit however, an urgent refund has been processed and will reflect in your bank account within this week. Your policy has been cancelled due to Poor Customer Service at sales stage. Please rest assured that measures will be put in place to ensure that this does not reoccur.
Once again, we apologize for any inconvenience caused.
Thank you for taking our call earlier and allowing us to further discuss the matter at hand.
Unfortunately, as there was a debit sent to your bank account before the policy was cancelled, we were unable to delete the debit however, an urgent refund has been processed and will reflect in your bank account within this week. Your policy has been cancelled due to Poor Customer Service at sales stage. Please rest assured that measures will be put in place to ensure that this does not reoccur.
Once again, we apologize for any inconvenience caused.
Kind Regards,
Oneplan
Oneplan
Oneplan Insurance's reply10 May 2022, 16:37
Official
Good day Azel,
Thank you for taking our call earlier and allowing us to further discuss the matter at hand.
Unfortunately, as there was a debit sent to your bank account before the policy was cancelled, we were unable to delete the debit however, an urgent refund has been processed and will reflect in your bank account within this week. Your policy has been cancelled due to Poor Customer Service at sales stage. Please rest assured that measures will be put in place to ensure that this does not reoccur.
Once again, we apologize for any inconvenience caused.
Thank you for taking our call earlier and allowing us to further discuss the matter at hand.
Unfortunately, as there was a debit sent to your bank account before the policy was cancelled, we were unable to delete the debit however, an urgent refund has been processed and will reflect in your bank account within this week. Your policy has been cancelled due to Poor Customer Service at sales stage. Please rest assured that measures will be put in place to ensure that this does not reoccur.
Once again, we apologize for any inconvenience caused.
Kind Regards,
Oneplan
Oneplan