CR
Cornelia R
1 reviews | Active since Aug 2015
29 Oct 2025, 10:24
Hassle to get a refund when paid in cash
They mess up your card number then you pay cash but a stamped and printed statement proving the payment was made isn't enough for a refund. So now the entire coverage is on hold until they get what they want which is not how the doctor works and all other medical aids accepts this as proof of payment except OnePlan. Always an issue
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Replies (2)
Oneplan Insurance's replyOfficial
29 Oct 2025, 10:59Dear Cornelia,
Thank you for taking the time to bring this matter to our attention.
We are sorry to hear of the circumstances under which your posting has reached us and we do apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have acknowledged your complaint, and upon investigation, we have noted that our claims department has been in contact with you via email to provide feedback on the refund request. The feedback provided states that "we do require the treating provider's stamp on the front of your receipt submitted . The 'PAID' stamp on the invoice is not sufficient."
As per our policy terms and conditions, You will be required to pay at the practice and submit a valid invoice and proof of payment (click here) to the Oneplan Claims Department for processing via e-mail on *** or WhatsApp to +27 (0) 83 ***. Once the required documents are received, the claim will be reviewed and feedback will be provided via SMS and email regarding the status of the claim.
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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
Once again, we apologise for the experience you've had and hope this clarifies the matter.
Kind regards,
Oneplan.
Thank you for taking the time to bring this matter to our attention.
We are sorry to hear of the circumstances under which your posting has reached us and we do apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have acknowledged your complaint, and upon investigation, we have noted that our claims department has been in contact with you via email to provide feedback on the refund request. The feedback provided states that "we do require the treating provider's stamp on the front of your receipt submitted . The 'PAID' stamp on the invoice is not sufficient."
As per our policy terms and conditions, You will be required to pay at the practice and submit a valid invoice and proof of payment (click here) to the Oneplan Claims Department for processing via e-mail on *** or WhatsApp to +27 (0) 83 ***. Once the required documents are received, the claim will be reviewed and feedback will be provided via SMS and email regarding the status of the claim.
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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
Once again, we apologise for the experience you've had and hope this clarifies the matter.
Kind regards,
Oneplan.
Oneplan Insurance's reply29 Oct 2025, 10:59
Official
Dear Cornelia,
Thank you for taking the time to bring this matter to our attention.
We are sorry to hear of the circumstances under which your posting has reached us and we do apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have acknowledged your complaint, and upon investigation, we have noted that our claims department has been in contact with you via email to provide feedback on the refund request. The feedback provided states that "we do require the treating provider's stamp on the front of your receipt submitted . The 'PAID' stamp on the invoice is not sufficient."
As per our policy terms and conditions, You will be required to pay at the practice and submit a valid invoice and proof of payment (click here) to the Oneplan Claims Department for processing via e-mail on *** or WhatsApp to +27 (0) 83 ***. Once the required documents are received, the claim will be reviewed and feedback will be provided via SMS and email regarding the status of the claim.
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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
Once again, we apologise for the experience you've had and hope this clarifies the matter.
Kind regards,
Oneplan.
Thank you for taking the time to bring this matter to our attention.
We are sorry to hear of the circumstances under which your posting has reached us and we do apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have acknowledged your complaint, and upon investigation, we have noted that our claims department has been in contact with you via email to provide feedback on the refund request. The feedback provided states that "we do require the treating provider's stamp on the front of your receipt submitted . The 'PAID' stamp on the invoice is not sufficient."
As per our policy terms and conditions, You will be required to pay at the practice and submit a valid invoice and proof of payment (click here) to the Oneplan Claims Department for processing via e-mail on *** or WhatsApp to +27 (0) 83 ***. Once the required documents are received, the claim will be reviewed and feedback will be provided via SMS and email regarding the status of the claim.
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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
Once again, we apologise for the experience you've had and hope this clarifies the matter.
Kind regards,
Oneplan.
CR
Cornelia R's updateReviewer Update
29 Oct 2025, 11:18Thank you for your response. This was exactly what was sent for the refund and still requesting a stamped receipt (the doctor even stamped the invoice for them). All other medical aids accept this. This has been ongoing since August already
CR
Cornelia R's update29 Oct 2025, 11:18
Reviewer Update
Thank you for your response. This was exactly what was sent for the refund and still requesting a stamped receipt (the doctor even stamped the invoice for them). All other medical aids accept this. This has been ongoing since August already