BM
Bridget M
1 reviews | Active since Jan 2017
25 Jul 2022, 12:48
Horrible customer complaint service
Unfair practices with One Plan have lead me to logging a complaint. When I called for progress I was told it would take 21 days to resolve. It has now been 23 days and no one has gotten back to me. I called the call centre and have been forwarded to 4 different consultants and still no one can give a response. I have been holding for 45minutes and still no progress.
Helpful (0)
Replies (7)0
Replies (7)
Oneplan Insurance's replyOfficial
25 Jul 2022, 14:06Good day Bridget,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience which has been caused and for the circumstances under which your Hellopeter posting has reached us. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that this matter has been fully addressed by our Complaints department in line with our internal complaints resolution policy. Please refer to the email correspondence that was sent to your listed email address (***) on the 20th of July 2022 which addresses your concerns. Upon receiving your request today, we have proceeded to resend the initial email correspondence.
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 for all clients, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
Once again, we apologize for any inconvenience caused. Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience which has been caused and for the circumstances under which your Hellopeter posting has reached us. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that this matter has been fully addressed by our Complaints department in line with our internal complaints resolution policy. Please refer to the email correspondence that was sent to your listed email address (***) on the 20th of July 2022 which addresses your concerns. Upon receiving your request today, we have proceeded to resend the initial email correspondence.
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 for all clients, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
Once again, we apologize for any inconvenience caused. Kind Regards,
Oneplan
Oneplan Insurance's reply25 Jul 2022, 14:06
Official
Good day Bridget,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience which has been caused and for the circumstances under which your Hellopeter posting has reached us. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that this matter has been fully addressed by our Complaints department in line with our internal complaints resolution policy. Please refer to the email correspondence that was sent to your listed email address (***) on the 20th of July 2022 which addresses your concerns. Upon receiving your request today, we have proceeded to resend the initial email correspondence.
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 for all clients, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
Once again, we apologize for any inconvenience caused. Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience which has been caused and for the circumstances under which your Hellopeter posting has reached us. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that this matter has been fully addressed by our Complaints department in line with our internal complaints resolution policy. Please refer to the email correspondence that was sent to your listed email address (***) on the 20th of July 2022 which addresses your concerns. Upon receiving your request today, we have proceeded to resend the initial email correspondence.
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 for all clients, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
Once again, we apologize for any inconvenience caused. Kind Regards,
Oneplan
BM
Bridget M's updateReviewer Update
25 Jul 2022, 15:48Please note that as I mentioned on the telephone call today that the resolition is not in line with what one of your agents told me. Please return to all my calls made to one plan and listen to what your agent told me. My policy documents do not mention what your resolition says and you explanation is not exact. Please act according to what your agent said
BM
Bridget M's update25 Jul 2022, 15:48
Reviewer Update
Please note that as I mentioned on the telephone call today that the resolition is not in line with what one of your agents told me. Please return to all my calls made to one plan and listen to what your agent told me. My policy documents do not mention what your resolition says and you explanation is not exact. Please act according to what your agent said
Oneplan Insurance's replyOfficial
25 Jul 2022, 17:40Good day Bridget,
We are sorry to hear about your dissatisfaction with regard to the response that was provided to you.
If you believe that you have been treated unfairly you may escalate this further, and we encourage you to do so. We at Oneplan, pride ourselves on treating customers fairly and equitably.
You may escalate the matter to the Compliance Manager of our business by emailing them directly. Please note that all the contact details for escalating the complaint further is listed on the Complaints Resolution Policy that was sent to your listed email address and this matter will be reviewed by the relevant department.
Kind Regards,
Oneplan
We are sorry to hear about your dissatisfaction with regard to the response that was provided to you.
If you believe that you have been treated unfairly you may escalate this further, and we encourage you to do so. We at Oneplan, pride ourselves on treating customers fairly and equitably.
You may escalate the matter to the Compliance Manager of our business by emailing them directly. Please note that all the contact details for escalating the complaint further is listed on the Complaints Resolution Policy that was sent to your listed email address and this matter will be reviewed by the relevant department.
Kind Regards,
Oneplan
Oneplan Insurance's reply25 Jul 2022, 17:40
Official
Good day Bridget,
We are sorry to hear about your dissatisfaction with regard to the response that was provided to you.
If you believe that you have been treated unfairly you may escalate this further, and we encourage you to do so. We at Oneplan, pride ourselves on treating customers fairly and equitably.
You may escalate the matter to the Compliance Manager of our business by emailing them directly. Please note that all the contact details for escalating the complaint further is listed on the Complaints Resolution Policy that was sent to your listed email address and this matter will be reviewed by the relevant department.
Kind Regards,
Oneplan
We are sorry to hear about your dissatisfaction with regard to the response that was provided to you.
If you believe that you have been treated unfairly you may escalate this further, and we encourage you to do so. We at Oneplan, pride ourselves on treating customers fairly and equitably.
You may escalate the matter to the Compliance Manager of our business by emailing them directly. Please note that all the contact details for escalating the complaint further is listed on the Complaints Resolution Policy that was sent to your listed email address and this matter will be reviewed by the relevant department.
Kind Regards,
Oneplan
BM
Bridget M's updateReviewer Update
26 Jul 2022, 12:53Please do don't give generic answer. The fact is that your agent told me that the casualty and hospital claims would be paid seperately. Go back and listen to the call and come back and give me a direct answer as to why your agents don't know the very same rules that you are sending me to the compliance manager to get. This is unacceptable, I need direct answers, reasons and Corrective Action
BM
Bridget M's update26 Jul 2022, 12:53
Reviewer Update
Please do don't give generic answer. The fact is that your agent told me that the casualty and hospital claims would be paid seperately. Go back and listen to the call and come back and give me a direct answer as to why your agents don't know the very same rules that you are sending me to the compliance manager to get. This is unacceptable, I need direct answers, reasons and Corrective Action
Oneplan Insurance's replyOfficial
26 Jul 2022, 13:55Good day Bridget,
Thank you for reaching out to us.
Kindly note that we have escalated you query to the relevant department and they will be in contact with you.
Kind Regards,
Oneplan
Thank you for reaching out to us.
Kindly note that we have escalated you query to the relevant department and they will be in contact with you.
Kind Regards,
Oneplan
Oneplan Insurance's reply26 Jul 2022, 13:55
Official
Good day Bridget,
Thank you for reaching out to us.
Kindly note that we have escalated you query to the relevant department and they will be in contact with you.
Kind Regards,
Oneplan
Thank you for reaching out to us.
Kindly note that we have escalated you query to the relevant department and they will be in contact with you.
Kind Regards,
Oneplan
BM
Bridget M's updateReviewer Update
28 Jul 2022, 10:56SARS has issued correspondence for Ms HB Mudau (Ms HB Mudau) - *** on SARS eFiling which requires your attention. To view this, kindly log into your eFiling profile.
BM
Bridget M's update28 Jul 2022, 10:56
Reviewer Update
SARS has issued correspondence for Ms HB Mudau (Ms HB Mudau) - *** on SARS eFiling which requires your attention. To view this, kindly log into your eFiling profile.
BM
Bridget M's updateReviewer Update
28 Jul 2022, 10:57No one contacted me and when I called the call centre today I was told to call the compliance department. My question is why was I told that my casualty and hospital claims would be paid seperately. It seems One Plan wants to ignore the matter hoping it will go away. I will keep on until my question above is answered
BM
Bridget M's update28 Jul 2022, 10:57
Reviewer Update
No one contacted me and when I called the call centre today I was told to call the compliance department. My question is why was I told that my casualty and hospital claims would be paid seperately. It seems One Plan wants to ignore the matter hoping it will go away. I will keep on until my question above is answered