LS
Leonie S
1 reviews | Active since Jun 2015
13 Aug 2024, 13:29
Frustrating Experience with Oneplan™ Health Insurance
I am writing to express my dissatisfaction with the service I received from Oneplan™ Health Insurance concerning a recent OTC medication claim. My experience has been fraught with issues that highlight serious deficiencies in both their app functionality and customer support.
On 9 August 2024, I submitted a claim for R170.00 for OTC medication purchased for my husband. After the purchase, I encountered a problem when trying to submit the proof of payment and the medication picture through the Oneplan app. The app repeatedly displayed an error message, preventing me from completing the submission.
I reported this issue to Oneplan's customer service on 10 August 2024, and followed their advice to uninstall and reinstall the app. Despite these efforts, the app continued to malfunction, making it impossible for me to upload the necessary documents. This ongoing problem has caused significant inconvenience.
To address the issue, I visited the Pharmacy twice. On 11 August 2024, I obtained a new receipt, but was informed that it did not include the names of the medications. On 12 August 2024, I returned to the pharmacy and received an invoice with the required details, which I then reattached to my claim.
Despite providing all requested documentation and making multiple attempts to resolve the issue, my claim remains unresolved. The persistent app issues and the lack of effective support have left me extremely frustrated and disappointed.
This has been my first major problem with Oneplan, and it has been a highly unsatisfactory experience. If this matter is not resolved promptly, I will be compelled to escalate my complaint to the ombudsman.
I hope Oneplan will take immediate steps to rectify these issues and improve their service to prevent similar experiences for other customers.
Helpful (0)
Replies (7)0
Replies (7)
Oneplan Insurance's replyOfficial
13 Aug 2024, 13:48Dear Leonie,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that a detailed legible invoice is required including proof of payment when claiming for day-to-day benefits. Should a client experience any issues with uploading the invoice via the Oneplan App, we have various alternative platforms that one can use to upload the invoices. Invoices can be sent to us via Whatsapp on *** / App Chat or an email can be sent to ***. 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.
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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
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 to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that a detailed legible invoice is required including proof of payment when claiming for day-to-day benefits. Should a client experience any issues with uploading the invoice via the Oneplan App, we have various alternative platforms that one can use to upload the invoices. Invoices can be sent to us via Whatsapp on *** / App Chat or an email can be sent to ***. 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.
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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
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 to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Oneplan Insurance's reply13 Aug 2024, 13:48
Official
Dear Leonie,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that a detailed legible invoice is required including proof of payment when claiming for day-to-day benefits. Should a client experience any issues with uploading the invoice via the Oneplan App, we have various alternative platforms that one can use to upload the invoices. Invoices can be sent to us via Whatsapp on *** / App Chat or an email can be sent to ***. 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.
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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
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 to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that a detailed legible invoice is required including proof of payment when claiming for day-to-day benefits. Should a client experience any issues with uploading the invoice via the Oneplan App, we have various alternative platforms that one can use to upload the invoices. Invoices can be sent to us via Whatsapp on *** / App Chat or an email can be sent to ***. 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.
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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
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 to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
LS
Leonie S's updateReviewer Update
13 Aug 2024, 13:57Dear Oneplan,
I appreciate your response. However, I am frustrated and disappointed with the service I have received. Despite following all the instructions provided, my claim remains unresolved. I have emailed *** with all the necessary documentation attached.
Regarding your suggestion to use platforms like WhatsApp and email, I found that your WhatsApp service is automated, and I waited for hours without a response on the specific claim in question, which led me to use email instead. Additionally, your agents have not included their names in their emails, which makes it seem like they are hiding behind automated responses rather than addressing client concerns genuinely. Despite expressing my frustrations multiple times, no consultant has followed up with a phone call as promised. This lack of follow-through and personal engagement has left me questioning the reliability of your representatives and the overall image of Oneplan.
Best regards,
I appreciate your response. However, I am frustrated and disappointed with the service I have received. Despite following all the instructions provided, my claim remains unresolved. I have emailed *** with all the necessary documentation attached.
Regarding your suggestion to use platforms like WhatsApp and email, I found that your WhatsApp service is automated, and I waited for hours without a response on the specific claim in question, which led me to use email instead. Additionally, your agents have not included their names in their emails, which makes it seem like they are hiding behind automated responses rather than addressing client concerns genuinely. Despite expressing my frustrations multiple times, no consultant has followed up with a phone call as promised. This lack of follow-through and personal engagement has left me questioning the reliability of your representatives and the overall image of Oneplan.
Best regards,
LS
Leonie S's update13 Aug 2024, 13:57
Reviewer Update
Dear Oneplan,
I appreciate your response. However, I am frustrated and disappointed with the service I have received. Despite following all the instructions provided, my claim remains unresolved. I have emailed *** with all the necessary documentation attached.
Regarding your suggestion to use platforms like WhatsApp and email, I found that your WhatsApp service is automated, and I waited for hours without a response on the specific claim in question, which led me to use email instead. Additionally, your agents have not included their names in their emails, which makes it seem like they are hiding behind automated responses rather than addressing client concerns genuinely. Despite expressing my frustrations multiple times, no consultant has followed up with a phone call as promised. This lack of follow-through and personal engagement has left me questioning the reliability of your representatives and the overall image of Oneplan.
Best regards,
I appreciate your response. However, I am frustrated and disappointed with the service I have received. Despite following all the instructions provided, my claim remains unresolved. I have emailed *** with all the necessary documentation attached.
Regarding your suggestion to use platforms like WhatsApp and email, I found that your WhatsApp service is automated, and I waited for hours without a response on the specific claim in question, which led me to use email instead. Additionally, your agents have not included their names in their emails, which makes it seem like they are hiding behind automated responses rather than addressing client concerns genuinely. Despite expressing my frustrations multiple times, no consultant has followed up with a phone call as promised. This lack of follow-through and personal engagement has left me questioning the reliability of your representatives and the overall image of Oneplan.
Best regards,
Oneplan Insurance's replyOfficial
13 Aug 2024, 14:31Dear Leonie,
Thank you for taking our call and for allowing us the opportunity to further assist you.
We are currently working on the matter and will revert to you with the relevant feedback.
Kind Regards,
Thank you for taking our call and for allowing us the opportunity to further assist you.
We are currently working on the matter and will revert to you with the relevant feedback.
Kind Regards,
Oneplan Insurance's reply13 Aug 2024, 14:31
Official
Dear Leonie,
Thank you for taking our call and for allowing us the opportunity to further assist you.
We are currently working on the matter and will revert to you with the relevant feedback.
Kind Regards,
Thank you for taking our call and for allowing us the opportunity to further assist you.
We are currently working on the matter and will revert to you with the relevant feedback.
Kind Regards,
LS
Leonie S's updateReviewer Update
15 Aug 2024, 13:22Dear Oneplan, I am patiently waiting for an email from you, as undertaken.
May I have feedback please.
Regards,
May I have feedback please.
Regards,
LS
Leonie S's update15 Aug 2024, 13:22
Reviewer Update
Dear Oneplan, I am patiently waiting for an email from you, as undertaken.
May I have feedback please.
Regards,
May I have feedback please.
Regards,
Oneplan Insurance's replyOfficial
15 Aug 2024, 16:39Dear Leonie,
Thank you for reaching out and for taking our call earlier.
As per our telephonic conversation, kindly note that an email has been sent to your listed email address.
Kind Regards,
Oneplan
Thank you for reaching out and for taking our call earlier.
As per our telephonic conversation, kindly note that an email has been sent to your listed email address.
Kind Regards,
Oneplan
Oneplan Insurance's reply15 Aug 2024, 16:39
Official
Dear Leonie,
Thank you for reaching out and for taking our call earlier.
As per our telephonic conversation, kindly note that an email has been sent to your listed email address.
Kind Regards,
Oneplan
Thank you for reaching out and for taking our call earlier.
As per our telephonic conversation, kindly note that an email has been sent to your listed email address.
Kind Regards,
Oneplan
LS
Leonie S's updateReviewer Update
16 Aug 2024, 07:44Review of Oneplan Customer Service
I recently had the opportunity to work with Mereshnie from Oneplan regarding an issue with an OTC medication claim, and I want to share my experience.
From the outset, Mereshnie was instrumental in guiding me through the resolution process. Her support was invaluable, and I felt confident that the issue was being handled appropriately. I trust that the matter was addressed with the responsible party and that steps will be taken to enhance support and customer service in the future.
Following Mereshnie's advice, I uninstalled and re-registered the Oneplan application. I tested it the next morning and was pleased to find that I could successfully upload a photo, resolving the issue that had arisen with my last submission. Although it is unclear why the problem occurred after such a long period of smooth operation, I am grateful that Mereshnie’s assistance led to a satisfactory resolution.
I value commitments and timely responses, and I typically trust that promises will be fulfilled as agreed. Unfortunately, my experience with Oneplan's Customer Service, prior to Mereshnie's intervention, was less positive. It seemed that the support offered was often confined to set parameters, with minimal effort made to go beyond standard procedures to genuinely assist clients.
In conclusion, while I encountered challenges with Oneplan's customer service, Mereshnie’s dedication and effective support were standout aspects of my experience. I hope that Oneplan will continue to improve its service approach to better meet customer needs.
Thank you, Mereshnie, for your exceptional assistance.
I recently had the opportunity to work with Mereshnie from Oneplan regarding an issue with an OTC medication claim, and I want to share my experience.
From the outset, Mereshnie was instrumental in guiding me through the resolution process. Her support was invaluable, and I felt confident that the issue was being handled appropriately. I trust that the matter was addressed with the responsible party and that steps will be taken to enhance support and customer service in the future.
Following Mereshnie's advice, I uninstalled and re-registered the Oneplan application. I tested it the next morning and was pleased to find that I could successfully upload a photo, resolving the issue that had arisen with my last submission. Although it is unclear why the problem occurred after such a long period of smooth operation, I am grateful that Mereshnie’s assistance led to a satisfactory resolution.
I value commitments and timely responses, and I typically trust that promises will be fulfilled as agreed. Unfortunately, my experience with Oneplan's Customer Service, prior to Mereshnie's intervention, was less positive. It seemed that the support offered was often confined to set parameters, with minimal effort made to go beyond standard procedures to genuinely assist clients.
In conclusion, while I encountered challenges with Oneplan's customer service, Mereshnie’s dedication and effective support were standout aspects of my experience. I hope that Oneplan will continue to improve its service approach to better meet customer needs.
Thank you, Mereshnie, for your exceptional assistance.
LS
Leonie S's update16 Aug 2024, 07:44
Reviewer Update
Review of Oneplan Customer Service
I recently had the opportunity to work with Mereshnie from Oneplan regarding an issue with an OTC medication claim, and I want to share my experience.
From the outset, Mereshnie was instrumental in guiding me through the resolution process. Her support was invaluable, and I felt confident that the issue was being handled appropriately. I trust that the matter was addressed with the responsible party and that steps will be taken to enhance support and customer service in the future.
Following Mereshnie's advice, I uninstalled and re-registered the Oneplan application. I tested it the next morning and was pleased to find that I could successfully upload a photo, resolving the issue that had arisen with my last submission. Although it is unclear why the problem occurred after such a long period of smooth operation, I am grateful that Mereshnie’s assistance led to a satisfactory resolution.
I value commitments and timely responses, and I typically trust that promises will be fulfilled as agreed. Unfortunately, my experience with Oneplan's Customer Service, prior to Mereshnie's intervention, was less positive. It seemed that the support offered was often confined to set parameters, with minimal effort made to go beyond standard procedures to genuinely assist clients.
In conclusion, while I encountered challenges with Oneplan's customer service, Mereshnie’s dedication and effective support were standout aspects of my experience. I hope that Oneplan will continue to improve its service approach to better meet customer needs.
Thank you, Mereshnie, for your exceptional assistance.
I recently had the opportunity to work with Mereshnie from Oneplan regarding an issue with an OTC medication claim, and I want to share my experience.
From the outset, Mereshnie was instrumental in guiding me through the resolution process. Her support was invaluable, and I felt confident that the issue was being handled appropriately. I trust that the matter was addressed with the responsible party and that steps will be taken to enhance support and customer service in the future.
Following Mereshnie's advice, I uninstalled and re-registered the Oneplan application. I tested it the next morning and was pleased to find that I could successfully upload a photo, resolving the issue that had arisen with my last submission. Although it is unclear why the problem occurred after such a long period of smooth operation, I am grateful that Mereshnie’s assistance led to a satisfactory resolution.
I value commitments and timely responses, and I typically trust that promises will be fulfilled as agreed. Unfortunately, my experience with Oneplan's Customer Service, prior to Mereshnie's intervention, was less positive. It seemed that the support offered was often confined to set parameters, with minimal effort made to go beyond standard procedures to genuinely assist clients.
In conclusion, while I encountered challenges with Oneplan's customer service, Mereshnie’s dedication and effective support were standout aspects of my experience. I hope that Oneplan will continue to improve its service approach to better meet customer needs.
Thank you, Mereshnie, for your exceptional assistance.
Oneplan Insurance's replyOfficial
19 Aug 2024, 12:23Dear Leonie,
Thank you for providing us with feedback on the matter.
We appreciate the opportunity granted to restore the experience and we are delighted to hear that despite the circumstances Mereshnie has made such a lasting impression on you and that the issue was resolved.
We look forward to keeping you impressed for the years to come.
Thank you for choosing Oneplan for your insurance needs.
Kind Regards,
Oneplan
Thank you for providing us with feedback on the matter.
We appreciate the opportunity granted to restore the experience and we are delighted to hear that despite the circumstances Mereshnie has made such a lasting impression on you and that the issue was resolved.
We look forward to keeping you impressed for the years to come.
Thank you for choosing Oneplan for your insurance needs.
Kind Regards,
Oneplan
Oneplan Insurance's reply19 Aug 2024, 12:23
Official
Dear Leonie,
Thank you for providing us with feedback on the matter.
We appreciate the opportunity granted to restore the experience and we are delighted to hear that despite the circumstances Mereshnie has made such a lasting impression on you and that the issue was resolved.
We look forward to keeping you impressed for the years to come.
Thank you for choosing Oneplan for your insurance needs.
Kind Regards,
Oneplan
Thank you for providing us with feedback on the matter.
We appreciate the opportunity granted to restore the experience and we are delighted to hear that despite the circumstances Mereshnie has made such a lasting impression on you and that the issue was resolved.
We look forward to keeping you impressed for the years to come.
Thank you for choosing Oneplan for your insurance needs.
Kind Regards,
Oneplan