DM
Dorah M
1 reviews | Active since May 2019
10 Jul 2023, 07:57
I would like to share the Bad experience I had with Oneplan plan medical cover , when I requested them to refunds the extra funds that I paid at the Dentist I was told that the the funds I received was their limit for the Dentist and the Optometrist as we
I would like to share the Bad experience I had with Oneplan plan medical cover , when I requested them to refunds the extra funds that I paid at the Dentist I was told that the the funds I received was their limit for the Dentist and the Optometrist as well ,, I needed funds to collect my contact lenses , so I ended up canceling the medical cover, when I ask them to refund my money they deducted from the whole year last year and this year. I was told I won't be refunded the money. Hellopeter can you assist with this matter. Thank you I will be sending this to Ombudsman as well.
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Oneplan Insurance's replyOfficial
10 Jul 2023, 09:49Good day Dorah,
Thank you for taking the time to bring this to our attention.
We apologize that your experience with Oneplan has not been a pleasant one and apologize for the inconvenience that has been caused. We do take customer feedback seriously to improve our service and processes to ensure that we meet our client’s expectations.
Kindly note that a detailed invoice including the services rendered and the doctor's stamp is required when claiming for day-to-day benefits. Once the funds have been utilized, we will require the detailed invoice for the claim to be finalized. Should you wish to load funds for another day-to-day claim, we would require for the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds onto your Onecard.
As per our policy terms and conditions kindly note that we do not refund premiums in the event of an unsuccessful claim or due to no claim being submitted while the policy was active.
Kindly note that a detailed invoice including the services rendered and the doctor's stamp is required when claiming for day-to-day benefits. Once the funds have been utilized, we will require the detailed invoice for the claim to be finalized. Should you wish to load funds for another day-to-day claim, we would require for the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds onto your Onecard.
As per our policy terms and conditions kindly note that we do not refund premiums in the event of an unsuccessful claim or due to no claim being submitted while the policy was active.
Kindly note that 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, please note that this is by no means a ploy to refuse payment of the claim, 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.
We encourage all our clients and potential clients to ensure that they do understand all products available in the market and perhaps approach their Financial Advisor for a factual comparison of products as hearsay may cause a consumer to make a decision based on inaccurate information.
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 at the requested time to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
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 at the requested time to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Oneplan Insurance's reply10 Jul 2023, 09:49
Official
Good day Dorah,
Thank you for taking the time to bring this to our attention.
We apologize that your experience with Oneplan has not been a pleasant one and apologize for the inconvenience that has been caused. We do take customer feedback seriously to improve our service and processes to ensure that we meet our client’s expectations.
Kindly note that a detailed invoice including the services rendered and the doctor's stamp is required when claiming for day-to-day benefits. Once the funds have been utilized, we will require the detailed invoice for the claim to be finalized. Should you wish to load funds for another day-to-day claim, we would require for the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds onto your Onecard.
As per our policy terms and conditions kindly note that we do not refund premiums in the event of an unsuccessful claim or due to no claim being submitted while the policy was active.
Kindly note that a detailed invoice including the services rendered and the doctor's stamp is required when claiming for day-to-day benefits. Once the funds have been utilized, we will require the detailed invoice for the claim to be finalized. Should you wish to load funds for another day-to-day claim, we would require for the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds onto your Onecard.
As per our policy terms and conditions kindly note that we do not refund premiums in the event of an unsuccessful claim or due to no claim being submitted while the policy was active.
Kindly note that 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, please note that this is by no means a ploy to refuse payment of the claim, 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.
We encourage all our clients and potential clients to ensure that they do understand all products available in the market and perhaps approach their Financial Advisor for a factual comparison of products as hearsay may cause a consumer to make a decision based on inaccurate information.
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 at the requested time to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
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 at the requested time to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan