HM
Hilda M
1 reviews | Active since Aug 2024
02 Aug 2024, 12:47
Each time when I put...
Each time when I put a claim on whatsapp I suffer a lot sometimes they don't approve it I ought to send invoices several times but invain some of us old persons we don't know how to use this apps and there its where we suffer other times when I ask for funds I will be told that it's loaded on the card when I am using the card will tell me that no refunds please treat us in good manner I am a pensioner we are not fami**** with social platforms I sometimes want to resign to Oneplan cause I am not treated fairly just think about us old citizens please
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Oneplan Insurance's replyOfficial
02 Aug 2024, 16:23Hi Hilda,
Thank you for taking the time to bring this to our attention. We are sorry to hear of the circumstances under which your posting has reached us and we apologize for any inconvenience caused. We take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we value you as our client. Kindly note that a detailed invoice is required when claiming for day-to-day benefits. Once the funds have been utilized, we will require a detailed invoice and proof of payment for the claim to be finalized. The statement will need to include the details of the Vet or Doctor, and the VAT registration number, it must include the pet's or client’s name, the services rendered, the doctor's stamp, and the amount paid.
Should you wish to load funds for another day-to-day claim, we would require the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds onto your Onecard.
We do offer the possibility of clients paying upfront and claiming a refund. This option is available to accommodate clients who are not tech-savvy and may not be fami**** with our digital systems.
Please note for day-to-day claims, funds are loaded within 60 seconds onto the Onecard, and the system will pull the funds back if the funds are not utilized within 24 - 48 hours. Clients are still able to load new funds should the funds be reversed due to it not being utilized. This is just a security measure put in place since clients have access to load claim funds on the Onecard at any time.
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 your 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 policy to ensure all our clients receive fair service and cover.
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 any inconvenience caused and we hope the above brings clarity on the matter.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention. We are sorry to hear of the circumstances under which your posting has reached us and we apologize for any inconvenience caused. We take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we value you as our client. Kindly note that a detailed invoice is required when claiming for day-to-day benefits. Once the funds have been utilized, we will require a detailed invoice and proof of payment for the claim to be finalized. The statement will need to include the details of the Vet or Doctor, and the VAT registration number, it must include the pet's or client’s name, the services rendered, the doctor's stamp, and the amount paid.
Should you wish to load funds for another day-to-day claim, we would require the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds onto your Onecard.
We do offer the possibility of clients paying upfront and claiming a refund. This option is available to accommodate clients who are not tech-savvy and may not be fami**** with our digital systems.
Please note for day-to-day claims, funds are loaded within 60 seconds onto the Onecard, and the system will pull the funds back if the funds are not utilized within 24 - 48 hours. Clients are still able to load new funds should the funds be reversed due to it not being utilized. This is just a security measure put in place since clients have access to load claim funds on the Onecard at any time.
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 your 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 policy to ensure all our clients receive fair service and cover.
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 any inconvenience caused and we hope the above brings clarity on the matter.
Kind Regards,
Oneplan
Oneplan Insurance's reply02 Aug 2024, 16:23
Official
Hi Hilda,
Thank you for taking the time to bring this to our attention. We are sorry to hear of the circumstances under which your posting has reached us and we apologize for any inconvenience caused. We take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we value you as our client. Kindly note that a detailed invoice is required when claiming for day-to-day benefits. Once the funds have been utilized, we will require a detailed invoice and proof of payment for the claim to be finalized. The statement will need to include the details of the Vet or Doctor, and the VAT registration number, it must include the pet's or client’s name, the services rendered, the doctor's stamp, and the amount paid.
Should you wish to load funds for another day-to-day claim, we would require the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds onto your Onecard.
We do offer the possibility of clients paying upfront and claiming a refund. This option is available to accommodate clients who are not tech-savvy and may not be fami**** with our digital systems.
Please note for day-to-day claims, funds are loaded within 60 seconds onto the Onecard, and the system will pull the funds back if the funds are not utilized within 24 - 48 hours. Clients are still able to load new funds should the funds be reversed due to it not being utilized. This is just a security measure put in place since clients have access to load claim funds on the Onecard at any time.
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 your 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 policy to ensure all our clients receive fair service and cover.
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 any inconvenience caused and we hope the above brings clarity on the matter.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention. We are sorry to hear of the circumstances under which your posting has reached us and we apologize for any inconvenience caused. We take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we value you as our client. Kindly note that a detailed invoice is required when claiming for day-to-day benefits. Once the funds have been utilized, we will require a detailed invoice and proof of payment for the claim to be finalized. The statement will need to include the details of the Vet or Doctor, and the VAT registration number, it must include the pet's or client’s name, the services rendered, the doctor's stamp, and the amount paid.
Should you wish to load funds for another day-to-day claim, we would require the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds onto your Onecard.
We do offer the possibility of clients paying upfront and claiming a refund. This option is available to accommodate clients who are not tech-savvy and may not be fami**** with our digital systems.
Please note for day-to-day claims, funds are loaded within 60 seconds onto the Onecard, and the system will pull the funds back if the funds are not utilized within 24 - 48 hours. Clients are still able to load new funds should the funds be reversed due to it not being utilized. This is just a security measure put in place since clients have access to load claim funds on the Onecard at any time.
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 your 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 policy to ensure all our clients receive fair service and cover.
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 any inconvenience caused and we hope the above brings clarity on the matter.
Kind Regards,
Oneplan