Horrible experience
I want to share my experience to inform others with my horrible experience. 2months later my casualty illness cover hasn't been paid. The hospital is sending me final notices emails and calling me every second day. Every time when I call I'm told payment is currently being processed, I even suggested that the amount must be loaded on the card and I will go to the hospital and swipe the outstanding amount. I will never recommend Oneplan to anyone
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Replies (3)
Oneplan Insurance's replyOfficial
07 Oct 2022, 15:13Good day Itumeleng,
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 a pleasant one and apologize for any inconvenience caused. It is deeply concerning of the circumstances under which your posting has reached us. Please rest assured that this matter will be investigated, as 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 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 the inconvenience caused and we hope to restore the experience. Kind Regards,
Oneplan
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 a pleasant one and apologize for any inconvenience caused. It is deeply concerning of the circumstances under which your posting has reached us. Please rest assured that this matter will be investigated, as 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 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 the inconvenience caused and we hope to restore the experience. Kind Regards,
Oneplan
Oneplan Insurance's reply07 Oct 2022, 15:13
Official
Good day Itumeleng,
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 a pleasant one and apologize for any inconvenience caused. It is deeply concerning of the circumstances under which your posting has reached us. Please rest assured that this matter will be investigated, as 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 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 the inconvenience caused and we hope to restore the experience. Kind Regards,
Oneplan
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 a pleasant one and apologize for any inconvenience caused. It is deeply concerning of the circumstances under which your posting has reached us. Please rest assured that this matter will be investigated, as 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 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 the inconvenience caused and we hope to restore the experience. Kind Regards,
Oneplan
's updateReviewer Update
07 Oct 2022, 15:52I've been calling and I was promised that 1st October everything will be paid but when I check my claims even ER24 claim is still pending. My whole experience was bad from when I called that night, we didn't even see the doctor that night because only R2000 was loaded instant of R5000. It takes more than 2months to process a claim? I'm even scared to be admitted at the hospital, because that would be hell
's update07 Oct 2022, 15:52
Reviewer Update
I've been calling and I was promised that 1st October everything will be paid but when I check my claims even ER24 claim is still pending. My whole experience was bad from when I called that night, we didn't even see the doctor that night because only R2000 was loaded instant of R5000. It takes more than 2months to process a claim? I'm even scared to be admitted at the hospital, because that would be hell
Oneplan Insurance's replyOfficial
07 Oct 2022, 16:59Good day Itumeleng,
Thank you for taking our call earlier and for allowing us the opportunity to further assist you.
As per our telephonic conversation, the payment to the hospital has been processed. Kindly note that we only received the ER24 invoice for the ambulance on the 21st of September, the claim is currently within the turnaround time and will be assessed accordingly.
Please note for Casualty claims a guarantee of payment (GOP) is issued to the service provider. Funds are only loaded in an event that the service provider does not accept a GOP, therefore an amount of R2000 was only loaded for the treating doctor as the hospital accepted the GOP.
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 apologize for any inconvenience caused and hope to have restored the experience.
Kind Regards,
Oneplan
Thank you for taking our call earlier and for allowing us the opportunity to further assist you.
As per our telephonic conversation, the payment to the hospital has been processed. Kindly note that we only received the ER24 invoice for the ambulance on the 21st of September, the claim is currently within the turnaround time and will be assessed accordingly.
Please note for Casualty claims a guarantee of payment (GOP) is issued to the service provider. Funds are only loaded in an event that the service provider does not accept a GOP, therefore an amount of R2000 was only loaded for the treating doctor as the hospital accepted the GOP.
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 apologize for any inconvenience caused and hope to have restored the experience.
Kind Regards,
Oneplan
Oneplan Insurance's reply07 Oct 2022, 16:59
Official
Good day Itumeleng,
Thank you for taking our call earlier and for allowing us the opportunity to further assist you.
As per our telephonic conversation, the payment to the hospital has been processed. Kindly note that we only received the ER24 invoice for the ambulance on the 21st of September, the claim is currently within the turnaround time and will be assessed accordingly.
Please note for Casualty claims a guarantee of payment (GOP) is issued to the service provider. Funds are only loaded in an event that the service provider does not accept a GOP, therefore an amount of R2000 was only loaded for the treating doctor as the hospital accepted the GOP.
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 apologize for any inconvenience caused and hope to have restored the experience.
Kind Regards,
Oneplan
Thank you for taking our call earlier and for allowing us the opportunity to further assist you.
As per our telephonic conversation, the payment to the hospital has been processed. Kindly note that we only received the ER24 invoice for the ambulance on the 21st of September, the claim is currently within the turnaround time and will be assessed accordingly.
Please note for Casualty claims a guarantee of payment (GOP) is issued to the service provider. Funds are only loaded in an event that the service provider does not accept a GOP, therefore an amount of R2000 was only loaded for the treating doctor as the hospital accepted the GOP.
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 apologize for any inconvenience caused and hope to have restored the experience.
Kind Regards,
Oneplan