Frustrated

Dear Pravitha, 

Thank you for taking the time to bring this to our attention.
          
From the outset, we sincerely apologize that your experience with Oneplan has not been pleasant and apologize for any inconvenience. It is deeply concerning of the circumstances under which your Hellopeter posting has reached us. 
      
Customer service is our number one priority, and this is not the level of service we aim to provide our clients with, please rest assured that this matter will be investigated.
      
We have acknowledged your complaint, and would like to clarify that the OTC benefits on your policy have been utilized subject to the annual limit. As outlined in the policy schedule, "You may claim for all OTC events up to the stated limit every twelve (12) month cycle from inception of the policy, for each insured person. This cover forms part of your Health Cover annual limit." 

Recently, you loaded funds for the OTC benefit using the mobile app, and utilized the funds, however, you provided an invoice reflecting a lower amount then the amount swiped at the service provider. The claim was approved subject to the amount reflected on the invoice as leniency, however, the remaining balance is unaccounted for, hence the rejected amount that you either have to provide an invoice for or pay back to recover the claim. 

Kindly note that the annual limit for the OTC benefit has been reached and should you load funds using the mobile app and utilize them, the claim will be rejected and you will have to pay back the funds to recover the claim. 

Once again, we sincerely apologize for any inconvenience caused and we hope this clarifies the matter.  Kind regards, Oneplan.