1 reviews | Active since May 2020
Formal Complaint Regarding Policy Handling and Claims Process
Dear Oneplan, I am writing to formally place on record my dissatisfaction with the handling of my policy and the processing of my claims. I previously retracted my most recent statement in good faith, with the expectation that a review of my account would accurately reflect that only approximately 20% of my available cover had been utilised. Throughout this process, I have comp**** fully with all requirements and procedures set out in your claims guidelines. Despite this, my claim was rejected, and I did not receive the level of professional support reasonably expected from a medical insurance provider. All premiums on my policy have been paid in full. However, from the outset, my experience with Oneplan has been characterised by ongoing difficulties, ineffective assistance, and administrative challenges. As a result of these issues, I have cancelled my policy, which remains active only until its scheduled termination at the end of January 2026. Unfortunately, even at this stage, I continue to encounter obstacles when attempting to make use of the policy. Given these circumstances, I believe it is important that others are made aware of my experience so that they can make informed decisions when considering Oneplan Medical Insurance. In my view, the service provided has not aligned with the expectations set for members who rely on medical cover during times of genuine need. This correspondence serves as a formal record of my experience and position. Sincerely, Mr AMA Janoo
Thank you for bringing this matter to our attention.
We acknowledge receipt of your complaint and note your dissatisfaction. Please accept our apology for any inconvenience experienced.
Kindly note that all claims on the policy have been processed and reviewed subject to the stated terms and conditions as outlined in the policy schedule. An email was sent to your registered email address, outlining the applicable annual limits for the benefits of the plan you have selected and a claim statement was included.
The recent claim dated 2026/01/19 was rejected as you had utilised the benefit whereas the annual limit had been reached. In order to recover the claim and resolve it, the funds for the claim have to be paid back. In a case where the status of a claim is rejected, no new day-to-day claims can be processed on the policy until the claim has been resolved.
We are saddened to learn that your experience has led to the decision to cancel your policy.
Kind regards,
Oneplan.
Thank you for bringing this matter to our attention.
We acknowledge receipt of your complaint and note your dissatisfaction. Please accept our apology for any inconvenience experienced.
Kindly note that all claims on the policy have been processed and reviewed subject to the stated terms and conditions as outlined in the policy schedule. An email was sent to your registered email address, outlining the applicable annual limits for the benefits of the plan you have selected and a claim statement was included.
The recent claim dated 2026/01/19 was rejected as you had utilised the benefit whereas the annual limit had been reached. In order to recover the claim and resolve it, the funds for the claim have to be paid back. In a case where the status of a claim is rejected, no new day-to-day claims can be processed on the policy until the claim has been resolved.
We are saddened to learn that your experience has led to the decision to cancel your policy.
Kind regards,
Oneplan.
Please note that if I have indeed reached my annual limit, I was not made aware of this at any point. Furthermore, when I app**** for the funds via the app, the application was approved and the amount was loaded accordingly.
Given this, I would appreciate clarification on how I was expected to know that my annual limit had been reached without any notification, warning, or restriction being communicated to me. Logically, had the limit been reached, the app should have declined or rejected the application prior to the purchase.
Kindly advise on this matter and explain how such situations are intended to be identified by the user.
I look forward to your prompt response.
Kind regards,
Mr AMA Janoo
Please note that if I have indeed reached my annual limit, I was not made aware of this at any point. Furthermore, when I app**** for the funds via the app, the application was approved and the amount was loaded accordingly.
Given this, I would appreciate clarification on how I was expected to know that my annual limit had been reached without any notification, warning, or restriction being communicated to me. Logically, had the limit been reached, the app should have declined or rejected the application prior to the purchase.
Kindly advise on this matter and explain how such situations are intended to be identified by the user.
I look forward to your prompt response.
Kind regards,
Mr AMA Janoo