LL
Lehlohonolo L
1 reviews | Active since Jun 2024
18 Jun 2024, 18:35
I'm angry
I never got help from the insurance. How poor your service is but you debit my account every month and a lot of money. I was dead sick at hospital and I called in to go through to casualty and one of your consultant said I was not covered for casualty and I called and asked how and I had so many stories then I was sick early in the morning because your app was not working and I couldn't load money in the card I wasn't able to go to the doctor I called and I didn't even receive help from you at all I ended up using my own money to pay for doctor and I spent my money on top of that you debit a lot of money in my account but I can't go to the doctor... This is useless medical insurance... I'm beyond angry 😡😡😡😡
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Replies (2)0
Replies (2)
Oneplan Insurance's replyOfficial
18 Jun 2024, 18:50Dear Lehlohonolo,
Thank you for taking the time to bring this to our attention.
From the outset, we sincerely apologize for any inconvenience caused and for all that you have been through. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do have your best interest at heart.
Thank you for taking the time to bring this to our attention.
From the outset, we sincerely apologize for any inconvenience caused and for all that you have been through. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do have your best interest at heart.
Kindly note when the hospital contacts us, they will inform us of the triage category that the patient is currently on. “Triage” means assessing emergency patients by medical professionals at the emergency unit into categories of priority based on the urgency of treatment required founded on national/ international scales which includes time frames. The triage category may change based on changes in the condition of the insured or the actual diagnosis and treatment received.
We grant the authorization based on the information that the hospital provides us with which includes the patient's clinical and vital signs, unfortunately, authorization for Admission cannot be granted if the information we receive from the hospital does not fall within the Orange or Red Triage Colour Category.
Should the hospital confirm the Triage colour to be Green or Yellow, according to our policy schedule the condition will be covered under the day-to-day benefit being a normal GP consultation, medication, radiology, or pathology up to the respective cover limits. A Green or Yellow Triage is Not covered under the emergency cover.
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. Terms and conditions of the policy must be adhered to and app**** fairly for all clients. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
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. Terms and conditions of the policy must be adhered to and app**** fairly for all clients. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
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
Kind Regards,
Oneplan
Oneplan Insurance's reply18 Jun 2024, 18:50
Official
Dear Lehlohonolo,
Thank you for taking the time to bring this to our attention.
From the outset, we sincerely apologize for any inconvenience caused and for all that you have been through. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do have your best interest at heart.
Thank you for taking the time to bring this to our attention.
From the outset, we sincerely apologize for any inconvenience caused and for all that you have been through. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do have your best interest at heart.
Kindly note when the hospital contacts us, they will inform us of the triage category that the patient is currently on. “Triage” means assessing emergency patients by medical professionals at the emergency unit into categories of priority based on the urgency of treatment required founded on national/ international scales which includes time frames. The triage category may change based on changes in the condition of the insured or the actual diagnosis and treatment received.
We grant the authorization based on the information that the hospital provides us with which includes the patient's clinical and vital signs, unfortunately, authorization for Admission cannot be granted if the information we receive from the hospital does not fall within the Orange or Red Triage Colour Category.
Should the hospital confirm the Triage colour to be Green or Yellow, according to our policy schedule the condition will be covered under the day-to-day benefit being a normal GP consultation, medication, radiology, or pathology up to the respective cover limits. A Green or Yellow Triage is Not covered under the emergency cover.
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. Terms and conditions of the policy must be adhered to and app**** fairly for all clients. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
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. Terms and conditions of the policy must be adhered to and app**** fairly for all clients. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
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
Kind Regards,
Oneplan
Oneplan Insurance's replyOfficial
20 Jun 2024, 16:21Good day Lehlohonolo,
We have been attempting to contact you on the listed number however, it rings to no avail.
We would greatly appreciate it if you could provide us with a suitable time or alternative contact number for us to further discuss the matter at hand.
Thank you and we look forward to hearing from you soon.
Kind Regards,
Oneplan
We have been attempting to contact you on the listed number however, it rings to no avail.
We would greatly appreciate it if you could provide us with a suitable time or alternative contact number for us to further discuss the matter at hand.
Thank you and we look forward to hearing from you soon.
Kind Regards,
Oneplan
Oneplan Insurance's reply20 Jun 2024, 16:21
Official
Good day Lehlohonolo,
We have been attempting to contact you on the listed number however, it rings to no avail.
We would greatly appreciate it if you could provide us with a suitable time or alternative contact number for us to further discuss the matter at hand.
Thank you and we look forward to hearing from you soon.
Kind Regards,
Oneplan
We have been attempting to contact you on the listed number however, it rings to no avail.
We would greatly appreciate it if you could provide us with a suitable time or alternative contact number for us to further discuss the matter at hand.
Thank you and we look forward to hearing from you soon.
Kind Regards,
Oneplan