FJ
Firoza J
1 reviews | Active since May 2017
17 May 2024, 15:47
Emergency my foot
Firstly, their apparent 'emergency' line makes you hold for 16min and then no1 still picks up the call.
Then you call the sales team and within 37 seconds my call was answered.
So to sell you a product, they have enough agents, but to help you claim, u have to wait 16min and listen to music.
Secondly, I am well aware of the waiting periods involved, however how does it become applicable for emergencies (things not planned) .
The 1st May they debited my account with no hesitations including a card fee.
I want my full amount back PERIOD! Keep your business
Helpful (0)
Replies (3)0
Replies (3)
Oneplan Insurance's replyOfficial
17 May 2024, 16:55Dear Firoza,
Thank you for reaching out to us.
We sincerely apologize for any delays you may have experienced and the circumstances under which your Hellopeter posting has reached us, as we strive to attend to all our queries in a timely manner and we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that the ICD code we received confirms that the condition that needs to be treated is related to an illness.
As per our policy terms and conditions the Casualty illness benefit cover carries a ninety (90) days waiting period, unfortunately, we will not be able to grant authorization for the claim as your policy is still within the waiting period since your policy inception date was the 01st of May 2024. Regrettably, waiting periods cannot be reduced as this is a standard waiting policy on the policy and applies to all our clients.
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 policy to ensure all our clients receive fair service and cover. Once again, we apologize for any inconvenience caused and we hope the above brings clarity on the matter.
Kind Regards,
Oneplan
Thank you for reaching out to us.
We sincerely apologize for any delays you may have experienced and the circumstances under which your Hellopeter posting has reached us, as we strive to attend to all our queries in a timely manner and we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that the ICD code we received confirms that the condition that needs to be treated is related to an illness.
As per our policy terms and conditions the Casualty illness benefit cover carries a ninety (90) days waiting period, unfortunately, we will not be able to grant authorization for the claim as your policy is still within the waiting period since your policy inception date was the 01st of May 2024. Regrettably, waiting periods cannot be reduced as this is a standard waiting policy on the policy and applies to all our clients.
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 policy to ensure all our clients receive fair service and cover. Once again, we apologize for any inconvenience caused and we hope the above brings clarity on the matter.
Kind Regards,
Oneplan
Oneplan Insurance's reply17 May 2024, 16:55
Official
Dear Firoza,
Thank you for reaching out to us.
We sincerely apologize for any delays you may have experienced and the circumstances under which your Hellopeter posting has reached us, as we strive to attend to all our queries in a timely manner and we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that the ICD code we received confirms that the condition that needs to be treated is related to an illness.
As per our policy terms and conditions the Casualty illness benefit cover carries a ninety (90) days waiting period, unfortunately, we will not be able to grant authorization for the claim as your policy is still within the waiting period since your policy inception date was the 01st of May 2024. Regrettably, waiting periods cannot be reduced as this is a standard waiting policy on the policy and applies to all our clients.
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 policy to ensure all our clients receive fair service and cover. Once again, we apologize for any inconvenience caused and we hope the above brings clarity on the matter.
Kind Regards,
Oneplan
Thank you for reaching out to us.
We sincerely apologize for any delays you may have experienced and the circumstances under which your Hellopeter posting has reached us, as we strive to attend to all our queries in a timely manner and we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that the ICD code we received confirms that the condition that needs to be treated is related to an illness.
As per our policy terms and conditions the Casualty illness benefit cover carries a ninety (90) days waiting period, unfortunately, we will not be able to grant authorization for the claim as your policy is still within the waiting period since your policy inception date was the 01st of May 2024. Regrettably, waiting periods cannot be reduced as this is a standard waiting policy on the policy and applies to all our clients.
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 policy to ensure all our clients receive fair service and cover. Once again, we apologize for any inconvenience caused and we hope the above brings clarity on the matter.
Kind Regards,
Oneplan
FJ
Firoza J's updateReviewer Update
18 May 2024, 11:54It was the waiting the time I spent on the phone for apparent 'emergency line'. What if I wasn't within the 90day waiting, would that still have been the waiting time for an emergency?
I got to red cross and was helped within 15min, that is how much of emergency my son was in.
I don't want to be a client of yours and I would like my money back because this is not what you sold to me.
You are welcomed to listen to my recorded calls, and on there you will hear me asking the agent about emergencies, and it safe to say my son case was an emergency.
Please just return my money and you can go about your business.
I got to red cross and was helped within 15min, that is how much of emergency my son was in.
I don't want to be a client of yours and I would like my money back because this is not what you sold to me.
You are welcomed to listen to my recorded calls, and on there you will hear me asking the agent about emergencies, and it safe to say my son case was an emergency.
Please just return my money and you can go about your business.
FJ
Firoza J's update18 May 2024, 11:54
Reviewer Update
It was the waiting the time I spent on the phone for apparent 'emergency line'. What if I wasn't within the 90day waiting, would that still have been the waiting time for an emergency?
I got to red cross and was helped within 15min, that is how much of emergency my son was in.
I don't want to be a client of yours and I would like my money back because this is not what you sold to me.
You are welcomed to listen to my recorded calls, and on there you will hear me asking the agent about emergencies, and it safe to say my son case was an emergency.
Please just return my money and you can go about your business.
I got to red cross and was helped within 15min, that is how much of emergency my son was in.
I don't want to be a client of yours and I would like my money back because this is not what you sold to me.
You are welcomed to listen to my recorded calls, and on there you will hear me asking the agent about emergencies, and it safe to say my son case was an emergency.
Please just return my money and you can go about your business.
Oneplan Insurance's replyOfficial
21 May 2024, 17:11Dear Firoza,
Thank you for reaching out to us.
Kindly note that according to the policy terms and conditions, the Casualty Benefit is for emergency treatments that cannot wait for a normal consultation with your doctor, however, please take note that this is separated into 2 categories which are as follows:
Records confirm that the medical information provided was deemed as illness-related therefore the 90-day waiting period was app****.
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. Please note that this is by no means a ploy to refuse payment of the claim. We do have your son's best interests at heart, and 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.
Kindly note that our Cancellation department has been attempting to call you to facilitate the cancellation process, however, all attempts were unsuccessful. We would appreciate it if you could provide us with a suitable time or alternative contact number for us to discuss this matter further.
Thank you and we look forward to hearing from you soon.
Kind Regards,
Oneplan
Thank you for reaching out to us.
Kindly note that according to the policy terms and conditions, the Casualty Benefit is for emergency treatments that cannot wait for a normal consultation with your doctor, however, please take note that this is separated into 2 categories which are as follows:
- Casualty Accidents which is cover for emergency treatments and procedures in casualty for unforeseen injuries that require immediate treatment and are triaged red or orange (this means that if you do not get treatment within an hour of the accident occurring, it will result in permanent damage to you) and that do not require overnight hospital stays. Please take note that no waiting period is applicable for Accident-related injuries where authorization is required.
- Casualty Illness which is cover for emergency treatments for illnesses that do not require overnight hospital stays. Casualty refers to the emergency department in a hospital, however, kindly note that the ninety (90) days waiting period is applicable for Casualty illness Authorization.
Records confirm that the medical information provided was deemed as illness-related therefore the 90-day waiting period was app****.
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. Please note that this is by no means a ploy to refuse payment of the claim. We do have your son's best interests at heart, and 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.
Kindly note that our Cancellation department has been attempting to call you to facilitate the cancellation process, however, all attempts were unsuccessful. We would appreciate it if you could provide us with a suitable time or alternative contact number for us to discuss this matter further.
Thank you and we look forward to hearing from you soon.
Kind Regards,
Oneplan
Oneplan Insurance's reply21 May 2024, 17:11
Official
Dear Firoza,
Thank you for reaching out to us.
Kindly note that according to the policy terms and conditions, the Casualty Benefit is for emergency treatments that cannot wait for a normal consultation with your doctor, however, please take note that this is separated into 2 categories which are as follows:
Records confirm that the medical information provided was deemed as illness-related therefore the 90-day waiting period was app****.
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. Please note that this is by no means a ploy to refuse payment of the claim. We do have your son's best interests at heart, and 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.
Kindly note that our Cancellation department has been attempting to call you to facilitate the cancellation process, however, all attempts were unsuccessful. We would appreciate it if you could provide us with a suitable time or alternative contact number for us to discuss this matter further.
Thank you and we look forward to hearing from you soon.
Kind Regards,
Oneplan
Thank you for reaching out to us.
Kindly note that according to the policy terms and conditions, the Casualty Benefit is for emergency treatments that cannot wait for a normal consultation with your doctor, however, please take note that this is separated into 2 categories which are as follows:
- Casualty Accidents which is cover for emergency treatments and procedures in casualty for unforeseen injuries that require immediate treatment and are triaged red or orange (this means that if you do not get treatment within an hour of the accident occurring, it will result in permanent damage to you) and that do not require overnight hospital stays. Please take note that no waiting period is applicable for Accident-related injuries where authorization is required.
- Casualty Illness which is cover for emergency treatments for illnesses that do not require overnight hospital stays. Casualty refers to the emergency department in a hospital, however, kindly note that the ninety (90) days waiting period is applicable for Casualty illness Authorization.
Records confirm that the medical information provided was deemed as illness-related therefore the 90-day waiting period was app****.
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. Please note that this is by no means a ploy to refuse payment of the claim. We do have your son's best interests at heart, and 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.
Kindly note that our Cancellation department has been attempting to call you to facilitate the cancellation process, however, all attempts were unsuccessful. We would appreciate it if you could provide us with a suitable time or alternative contact number for us to discuss this matter further.
Thank you and we look forward to hearing from you soon.
Kind Regards,
Oneplan