NL
Nontobeko L
1 reviews | Active since Sept 2020
09 Sept 2025, 14:31
Funds got approved and loaded to my card a day later received sms that there was no funds available to use.
I’m not happy with the services one plan is providing for me. I feel ****med because I have cancelled my insurance but i was told that I can still use the insurance for the month until the end of the month. Yesterday I did a claim for me and my daughter it got approved the consultation was done and this morning receiving an sms stating that we have no funds yet it got approved yesterday. Now I believe one plan is ****med o was sold lies even when i signed up for the insurance. The fact that I was told you can’t go to casualty until it life threatening what nonsense is that while there are funds allocated for casualty. Who si supposed to pay the money? Whys was the transactions approved.
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Oneplan Insurance's replyOfficial
09 Sept 2025, 14:59Dear Nontobeko,
Thank you for bringing this matter to our attention.
We sincerely apologise for the inconvenience and frustration this situation has caused. Please be assured that we take client feedback very seriously, as it allows us to address concerns and ensure our service remains of the highest standard.
Following a thorough review of your complaint, we engaged with the relevant department for urgent investigation and resolution. Your General Practitioner claims have since been approved, as the error was on our side. However, we must stress that the annual limit for this benefit has now been reached and is no longer available for use.
It is also important to clarify that, going forward, if funds are loaded via the mobile app for a benefit where the annual limit has already been reached, such claims will be rejected. In these cases, the funds will need to be repaid before any new claims can be processed.
As outlined in your policy schedule, under Section 4. Hospital Risk Cover, point 4.1 Casualty Cover: “Casualty Cover” means emergency treatments which cannot wait for a normal consultation at your doctor. You may go to the nearest hospital casualty unit, where we will provide cover should the emergency be confirmed as a triage category Orange or Red. For any such situations, our in-hospital team can be reached at ***to review and assist with claims.
Please note that all policy benefits are always subject to the terms and conditions provided in your policy documents, which are shared before and during your cover with us. While we remain committed to assisting you wherever possible, our support must remain within these contractual guidelines.
Once again, we apologise for the experience you have had and remain dedicated to restoring your confidence in our service.
Kind regards,
Oneplan.
Oneplan.
Oneplan Insurance's reply09 Sept 2025, 14:59
Official
Dear Nontobeko,
Thank you for bringing this matter to our attention.
We sincerely apologise for the inconvenience and frustration this situation has caused. Please be assured that we take client feedback very seriously, as it allows us to address concerns and ensure our service remains of the highest standard.
Following a thorough review of your complaint, we engaged with the relevant department for urgent investigation and resolution. Your General Practitioner claims have since been approved, as the error was on our side. However, we must stress that the annual limit for this benefit has now been reached and is no longer available for use.
It is also important to clarify that, going forward, if funds are loaded via the mobile app for a benefit where the annual limit has already been reached, such claims will be rejected. In these cases, the funds will need to be repaid before any new claims can be processed.
As outlined in your policy schedule, under Section 4. Hospital Risk Cover, point 4.1 Casualty Cover: “Casualty Cover” means emergency treatments which cannot wait for a normal consultation at your doctor. You may go to the nearest hospital casualty unit, where we will provide cover should the emergency be confirmed as a triage category Orange or Red. For any such situations, our in-hospital team can be reached at ***to review and assist with claims.
Please note that all policy benefits are always subject to the terms and conditions provided in your policy documents, which are shared before and during your cover with us. While we remain committed to assisting you wherever possible, our support must remain within these contractual guidelines.
Once again, we apologise for the experience you have had and remain dedicated to restoring your confidence in our service.
Kind regards,
Oneplan.
Oneplan.