AM
Alice M
1 reviews | Active since May 2018
19 Nov 2021, 15:44
Horrible hospital authorisation experience
I have struggled a lot so far with oneplan from uploading the statements I had to upload it several times and then being blocked not being able to use the the plan or to load a new claim, I need to go for surgery, it has been up and down all the time with a lot of things for the patient to do, now I need to contact the hospital to get a cover page with their logo, bank details and practice number as this hospital is not on their system, very disappointed as this should not be my issue, but theirs. My operation is on the 25th and I do not have a lot of time, this is unacceptable what if it was an emergency????? I think medical aid is so much better
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Oneplan Insurance's replyOfficial
19 Nov 2021, 16:21Good day Alice,
Thank you for taking the time to bring this to our attention.
From the outset we sincerely 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 do have your best interest at heart and wish that all goes well with your procedure.
Kindly note that the pre-authorization for your in-hospital claim was processed, however there are certain information that we require to validate the hospital on the system. 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.
We have acknowledged your complaint and we have escalated the matter to the relevant department. This matter has been dealt as a priority; our consultants will be in contact with you.
Once again, we apologize for the inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
From the outset we sincerely 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 do have your best interest at heart and wish that all goes well with your procedure.
Kindly note that the pre-authorization for your in-hospital claim was processed, however there are certain information that we require to validate the hospital on the system. 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.
We have acknowledged your complaint and we have escalated the matter to the relevant department. This matter has been dealt as a priority; our consultants will be in contact with you.
Once again, we apologize for the inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan
Oneplan Insurance's reply19 Nov 2021, 16:21
Official
Good day Alice,
Thank you for taking the time to bring this to our attention.
From the outset we sincerely 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 do have your best interest at heart and wish that all goes well with your procedure.
Kindly note that the pre-authorization for your in-hospital claim was processed, however there are certain information that we require to validate the hospital on the system. 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.
We have acknowledged your complaint and we have escalated the matter to the relevant department. This matter has been dealt as a priority; our consultants will be in contact with you.
Once again, we apologize for the inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
From the outset we sincerely 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 do have your best interest at heart and wish that all goes well with your procedure.
Kindly note that the pre-authorization for your in-hospital claim was processed, however there are certain information that we require to validate the hospital on the system. 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.
We have acknowledged your complaint and we have escalated the matter to the relevant department. This matter has been dealt as a priority; our consultants will be in contact with you.
Once again, we apologize for the inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan