LD
Lee D
1 reviews | Active since Aug 2013
18 Jul 2024, 16:23
Dreadful service from Oneplan and Mpho Mosia
Oneplan's service has been deteriorating steadily. I was a customer for over 4 years until COVID hit. Initially, they kept me informed about price increases and other changes. However, since rejoining them, I've noticed a significant decline in service quality. There's no longer access to statements or notifications about price adjustments. Instead, they abruptly inform you of underpayments.
On 21 June 2024, I received an SMS claiming I defaulted on my Oneplan account, despite having paid for June 2024. The lack of statement access makes it impossible to verify if there was a misallocation of funds. The following day, I received two reminders to pay premiums due on 25 June (presumably for July), and on the 25th itself, a final notice threatening ITC listing, even though I had already paid for June.
After speaking with Mpho Mosia, she confirmed that the June 2024 premium was paid and clarified that only the July 2024 premium was outstanding. She admitted that the SMS notifications were sent in error but was unsure why policyholders weren't informed of this mistake. She forwarded a statement showing monthly amounts due and payments, which was confusing. Despite requesting clarification, I received no response. When I asked for escalation, she agreed but again did not follow up.
Adding to the frustration, they suspended my Onepet card for loading funds and paying back unused amounts, claiming it was against their policy. A simple advisory beforehand would have prevented this issue. Upon signing up, they also request that you rate them on Hello Peter, presumably to bolster their ratings, even though they haven't actually provided any service to you yet, apart from signing you up.
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Oneplan Insurance's replyOfficial
18 Jul 2024, 19:13Dear Lee,
Thank you for taking the time to bring this to our attention. We apologize for any inconvenience that has been caused and for the circumstances under which your Hellopeter posting has reached us. Kindly note that all our clients have the opportunity to rate our services based on the interactions that they have had with our consultants be it good or bad service as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
The policy standard increase happens annually, depending on the inception date of the policy we do a review of the premium to ensure that there is a balance. We also annually review our insurance arrangements to ensure that our clients are sufficiently covered and that our products remain relevant, current, and fair in line with our TCF commitment to all our clients. The increase also plays an important role in ensuring we continue providing quality insurance to our fur-babies.
As per our policy terms and conditions, you will receive electronic communication via your listed email address thirty-one (31) days before the premium increase informing you of the change to your policy. The increase in your premium was scheduled to take effect on the 1st of June 2024. Records on our system confirm that email communication concerning the premium increase was sent to your listed email address on the 28th of April 2024.
All of our clients have access to view their premium statement on the Oneplan App as it would provide you with a history of all the payments received including the dates.
If your premium is unpaid, the cover applicable to the policy will lapse, subject to the grace period offered by us. Grace Period means the period of grace allowed for non‐payment of Premium. The Grace Period is fifteen (15) days from the first day of the month in which the Premium was due. Should the premiums be returned or rejected for any reason, the policy will be immediately suspended for the Grace Period of fifteen (15) days. Payment of your outstanding premium must be received before the fifteenth (15th) day of the month in order for any claims to be entertained. Should the premium be paid after the grace period we will also require the premium for the following month to be paid since premiums are collected in advance and not in arrears. Kindly note that it is the responsibility of the client to ensure that we receive the premium on the nominated date.
Our Onecard Transactional Card is intended for an easy and effective method of paying service providers (Medically justifiable services) upfront. Misappropriation of the Onecard funds will result in your card privileges being suspended for a period of six (6) months subject to the discretion of the Administrator.
Kindly note that your Onecard transactional card should only be used for the purpose it was issued which is to enable you to pre-load funds for valid claims for your fur-babies under your policy and it should not be used as a credit facility.
Oneplan takes any misuse of its Onecard facility seriously and reserves its right to conduct detailed investigations into this matter and any identification that leads to the misuse of the Onecard will lead to a suspension of your Onecard. This means that your policy will remain active, however, you will not be able to load funds onto your Onecard and will need to submit detailed invoices including the proof of payments for a refund to be processed.
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 to all clients. We do have our client’s 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 (Treat Customers Fairly) policy to ensure all our clients receive fair service and cover.
We have acknowledged your query 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 provide clarity on the matter Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention. We apologize for any inconvenience that has been caused and for the circumstances under which your Hellopeter posting has reached us. Kindly note that all our clients have the opportunity to rate our services based on the interactions that they have had with our consultants be it good or bad service as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
The policy standard increase happens annually, depending on the inception date of the policy we do a review of the premium to ensure that there is a balance. We also annually review our insurance arrangements to ensure that our clients are sufficiently covered and that our products remain relevant, current, and fair in line with our TCF commitment to all our clients. The increase also plays an important role in ensuring we continue providing quality insurance to our fur-babies.
As per our policy terms and conditions, you will receive electronic communication via your listed email address thirty-one (31) days before the premium increase informing you of the change to your policy. The increase in your premium was scheduled to take effect on the 1st of June 2024. Records on our system confirm that email communication concerning the premium increase was sent to your listed email address on the 28th of April 2024.
All of our clients have access to view their premium statement on the Oneplan App as it would provide you with a history of all the payments received including the dates.
If your premium is unpaid, the cover applicable to the policy will lapse, subject to the grace period offered by us. Grace Period means the period of grace allowed for non‐payment of Premium. The Grace Period is fifteen (15) days from the first day of the month in which the Premium was due. Should the premiums be returned or rejected for any reason, the policy will be immediately suspended for the Grace Period of fifteen (15) days. Payment of your outstanding premium must be received before the fifteenth (15th) day of the month in order for any claims to be entertained. Should the premium be paid after the grace period we will also require the premium for the following month to be paid since premiums are collected in advance and not in arrears. Kindly note that it is the responsibility of the client to ensure that we receive the premium on the nominated date.
Our Onecard Transactional Card is intended for an easy and effective method of paying service providers (Medically justifiable services) upfront. Misappropriation of the Onecard funds will result in your card privileges being suspended for a period of six (6) months subject to the discretion of the Administrator.
Kindly note that your Onecard transactional card should only be used for the purpose it was issued which is to enable you to pre-load funds for valid claims for your fur-babies under your policy and it should not be used as a credit facility.
Oneplan takes any misuse of its Onecard facility seriously and reserves its right to conduct detailed investigations into this matter and any identification that leads to the misuse of the Onecard will lead to a suspension of your Onecard. This means that your policy will remain active, however, you will not be able to load funds onto your Onecard and will need to submit detailed invoices including the proof of payments for a refund to be processed.
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 to all clients. We do have our client’s 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 (Treat Customers Fairly) policy to ensure all our clients receive fair service and cover.
We have acknowledged your query 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 provide clarity on the matter Kind Regards,
Oneplan
Oneplan Insurance's reply18 Jul 2024, 19:13
Official
Dear Lee,
Thank you for taking the time to bring this to our attention. We apologize for any inconvenience that has been caused and for the circumstances under which your Hellopeter posting has reached us. Kindly note that all our clients have the opportunity to rate our services based on the interactions that they have had with our consultants be it good or bad service as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
The policy standard increase happens annually, depending on the inception date of the policy we do a review of the premium to ensure that there is a balance. We also annually review our insurance arrangements to ensure that our clients are sufficiently covered and that our products remain relevant, current, and fair in line with our TCF commitment to all our clients. The increase also plays an important role in ensuring we continue providing quality insurance to our fur-babies.
As per our policy terms and conditions, you will receive electronic communication via your listed email address thirty-one (31) days before the premium increase informing you of the change to your policy. The increase in your premium was scheduled to take effect on the 1st of June 2024. Records on our system confirm that email communication concerning the premium increase was sent to your listed email address on the 28th of April 2024.
All of our clients have access to view their premium statement on the Oneplan App as it would provide you with a history of all the payments received including the dates.
If your premium is unpaid, the cover applicable to the policy will lapse, subject to the grace period offered by us. Grace Period means the period of grace allowed for non‐payment of Premium. The Grace Period is fifteen (15) days from the first day of the month in which the Premium was due. Should the premiums be returned or rejected for any reason, the policy will be immediately suspended for the Grace Period of fifteen (15) days. Payment of your outstanding premium must be received before the fifteenth (15th) day of the month in order for any claims to be entertained. Should the premium be paid after the grace period we will also require the premium for the following month to be paid since premiums are collected in advance and not in arrears. Kindly note that it is the responsibility of the client to ensure that we receive the premium on the nominated date.
Our Onecard Transactional Card is intended for an easy and effective method of paying service providers (Medically justifiable services) upfront. Misappropriation of the Onecard funds will result in your card privileges being suspended for a period of six (6) months subject to the discretion of the Administrator.
Kindly note that your Onecard transactional card should only be used for the purpose it was issued which is to enable you to pre-load funds for valid claims for your fur-babies under your policy and it should not be used as a credit facility.
Oneplan takes any misuse of its Onecard facility seriously and reserves its right to conduct detailed investigations into this matter and any identification that leads to the misuse of the Onecard will lead to a suspension of your Onecard. This means that your policy will remain active, however, you will not be able to load funds onto your Onecard and will need to submit detailed invoices including the proof of payments for a refund to be processed.
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 to all clients. We do have our client’s 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 (Treat Customers Fairly) policy to ensure all our clients receive fair service and cover.
We have acknowledged your query 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 provide clarity on the matter Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention. We apologize for any inconvenience that has been caused and for the circumstances under which your Hellopeter posting has reached us. Kindly note that all our clients have the opportunity to rate our services based on the interactions that they have had with our consultants be it good or bad service as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
The policy standard increase happens annually, depending on the inception date of the policy we do a review of the premium to ensure that there is a balance. We also annually review our insurance arrangements to ensure that our clients are sufficiently covered and that our products remain relevant, current, and fair in line with our TCF commitment to all our clients. The increase also plays an important role in ensuring we continue providing quality insurance to our fur-babies.
As per our policy terms and conditions, you will receive electronic communication via your listed email address thirty-one (31) days before the premium increase informing you of the change to your policy. The increase in your premium was scheduled to take effect on the 1st of June 2024. Records on our system confirm that email communication concerning the premium increase was sent to your listed email address on the 28th of April 2024.
All of our clients have access to view their premium statement on the Oneplan App as it would provide you with a history of all the payments received including the dates.
If your premium is unpaid, the cover applicable to the policy will lapse, subject to the grace period offered by us. Grace Period means the period of grace allowed for non‐payment of Premium. The Grace Period is fifteen (15) days from the first day of the month in which the Premium was due. Should the premiums be returned or rejected for any reason, the policy will be immediately suspended for the Grace Period of fifteen (15) days. Payment of your outstanding premium must be received before the fifteenth (15th) day of the month in order for any claims to be entertained. Should the premium be paid after the grace period we will also require the premium for the following month to be paid since premiums are collected in advance and not in arrears. Kindly note that it is the responsibility of the client to ensure that we receive the premium on the nominated date.
Our Onecard Transactional Card is intended for an easy and effective method of paying service providers (Medically justifiable services) upfront. Misappropriation of the Onecard funds will result in your card privileges being suspended for a period of six (6) months subject to the discretion of the Administrator.
Kindly note that your Onecard transactional card should only be used for the purpose it was issued which is to enable you to pre-load funds for valid claims for your fur-babies under your policy and it should not be used as a credit facility.
Oneplan takes any misuse of its Onecard facility seriously and reserves its right to conduct detailed investigations into this matter and any identification that leads to the misuse of the Onecard will lead to a suspension of your Onecard. This means that your policy will remain active, however, you will not be able to load funds onto your Onecard and will need to submit detailed invoices including the proof of payments for a refund to be processed.
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 to all clients. We do have our client’s 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 (Treat Customers Fairly) policy to ensure all our clients receive fair service and cover.
We have acknowledged your query 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 provide clarity on the matter Kind Regards,
Oneplan