zM
zolani M
1 reviews | Active since May 2017
19 Jan 2026, 12:39
I submitted my request on 19 January, and I was informed that the process would take 30 days
I submitted my request on 19 January, and I was informed that the process would take 30 days. Based on this, I understood that the removal would be completed by 19 February. However, I was later informed that the change would only take effect on 01 March 2026, which amounts to approximately 40 days, not the 30 days that were communicated to me. This delay has caused financial strain, especially as the funds loaded onto my card are not sufficient to cover medical or dental expenses. As a result, I am forced to add money from my own pocket to pay for GP and dentist visits, which defeats the purpose of the plan. When I initially started using Oneplan’s services, the service was excellent. Unfortunately, the service has deteriorated significantly, and this experience has been extremely disappointing.
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Oneplan Insurance's replyOfficial
19 Jan 2026, 12:58Dear Zolani,
Thank you for bringing this matter to our attention.
We acknowledge receipt of your complaint and regret the circumstances that have led to your dissatisfaction. We apologise for any inconvenience you may have experienced.
Upon review, we would like to draw your attention to Section 8 of your Policy Schedule, under the heading Alteration, point 1, which clearly stipulates that any alteration requests, including the addition or removal of dependants as well as upgrades or downgrades, are subject to a thirty-one (31) day notice period (one calendar month). Accordingly, alteration requests submitted on 19 January 2026 will serve their notice period during February 2026, with the changes taking effect on 01 March 2026.
Upon review, we would like to draw your attention to Section 8 of your Policy Schedule, under the heading Alteration, point 1, which clearly stipulates that any alteration requests, including the addition or removal of dependants as well as upgrades or downgrades, are subject to a thirty-one (31) day notice period (one calendar month). Accordingly, alteration requests submitted on 19 January 2026 will serve their notice period during February 2026, with the changes taking effect on 01 March 2026.
It is important to note that the Policy Schedule and accompanying terms and conditions form a binding part of your agreement with Oneplan and should be carefully reviewed, as they govern all benefits, processes, and timelines applicable to your policy.
With regard to your claims, our records indicate a rejected Dentistry claim dated 11 November 2025. The invoice submitted does not include a practice number, which is a mandatory requirement for claim assessment. As this claim remains unresolved, the policy is currently restricted from processing additional claims.
Should you be unable to provide the required documentation, please note that the funds utilised for this claim will need to be recovered. Alternatively, you may submit a detailed invoice reflecting the practice number to ***, ensuring that your policy number is included in the subject line, for further assistance.
Once the outstanding information has been received, the matter may be reviewed in accordance with the policy terms and conditions. Please be advised that all benefits and processes remain subject to these terms, which are provided before and throughout your membership with Oneplan.
Oneplan adheres to the Treating Customers Fairly (TCF) principles and is committed to applying its terms consistently while ensuring fair and equitable treatment for all members.
We trust that the above provides clarity and look forward to resolving this matter accordingly.
Kind regards,
Oneplan.
Oneplan.
Oneplan Insurance's reply19 Jan 2026, 12:58
Official
Dear Zolani,
Thank you for bringing this matter to our attention.
We acknowledge receipt of your complaint and regret the circumstances that have led to your dissatisfaction. We apologise for any inconvenience you may have experienced.
Upon review, we would like to draw your attention to Section 8 of your Policy Schedule, under the heading Alteration, point 1, which clearly stipulates that any alteration requests, including the addition or removal of dependants as well as upgrades or downgrades, are subject to a thirty-one (31) day notice period (one calendar month). Accordingly, alteration requests submitted on 19 January 2026 will serve their notice period during February 2026, with the changes taking effect on 01 March 2026.
Upon review, we would like to draw your attention to Section 8 of your Policy Schedule, under the heading Alteration, point 1, which clearly stipulates that any alteration requests, including the addition or removal of dependants as well as upgrades or downgrades, are subject to a thirty-one (31) day notice period (one calendar month). Accordingly, alteration requests submitted on 19 January 2026 will serve their notice period during February 2026, with the changes taking effect on 01 March 2026.
It is important to note that the Policy Schedule and accompanying terms and conditions form a binding part of your agreement with Oneplan and should be carefully reviewed, as they govern all benefits, processes, and timelines applicable to your policy.
With regard to your claims, our records indicate a rejected Dentistry claim dated 11 November 2025. The invoice submitted does not include a practice number, which is a mandatory requirement for claim assessment. As this claim remains unresolved, the policy is currently restricted from processing additional claims.
Should you be unable to provide the required documentation, please note that the funds utilised for this claim will need to be recovered. Alternatively, you may submit a detailed invoice reflecting the practice number to ***, ensuring that your policy number is included in the subject line, for further assistance.
Once the outstanding information has been received, the matter may be reviewed in accordance with the policy terms and conditions. Please be advised that all benefits and processes remain subject to these terms, which are provided before and throughout your membership with Oneplan.
Oneplan adheres to the Treating Customers Fairly (TCF) principles and is committed to applying its terms consistently while ensuring fair and equitable treatment for all members.
We trust that the above provides clarity and look forward to resolving this matter accordingly.
Kind regards,
Oneplan.
Oneplan.