LL
Leonard L
1 reviews | Active since Oct 2023
17 Jan 2024, 11:20
Make it difficult to cancel a policy. Unresponsive customer care.
I decided to cancel my policy, which needs to be done "in writing". I have sent five emails to OnePlan's "care" address and one to "cancellations", and I haven't received any response to any of them. I have escalated to OnePlan's "complaints" address, but have received no response from them either. I've received no acknowledgement of my cancellation and am considering taking the matter up with the insurance ombud.
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Oneplan Insurance's replyOfficial
17 Jan 2024, 11:51Dear Leonard,
Thank you for reaching out to us and sharing your concerns regarding your experience with Oneplan. We sincerely apologize for any delays and inconvenience caused, we take your feedback seriously as we continually strive to improve our service and meet our clients' expectations.
Kindly note that should you wish to cancel your policy within the cooling off period (seven (7) days from the date of application), any premiums and fees that have been debited will be refunded to your nominated bank account. If the cancellation request was sent after the 7-day cooling off period there is a one (1) calendar month notice period that is required.
Thank you for reaching out to us and sharing your concerns regarding your experience with Oneplan. We sincerely apologize for any delays and inconvenience caused, we take your feedback seriously as we continually strive to improve our service and meet our clients' expectations.
Kindly note that should you wish to cancel your policy within the cooling off period (seven (7) days from the date of application), any premiums and fees that have been debited will be refunded to your nominated bank account. If the cancellation request was sent after the 7-day cooling off period there is a one (1) calendar month notice period that is required.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We do have your best interests at heart, 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 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 any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Oneplan
Oneplan Insurance's reply17 Jan 2024, 11:51
Official
Dear Leonard,
Thank you for reaching out to us and sharing your concerns regarding your experience with Oneplan. We sincerely apologize for any delays and inconvenience caused, we take your feedback seriously as we continually strive to improve our service and meet our clients' expectations.
Kindly note that should you wish to cancel your policy within the cooling off period (seven (7) days from the date of application), any premiums and fees that have been debited will be refunded to your nominated bank account. If the cancellation request was sent after the 7-day cooling off period there is a one (1) calendar month notice period that is required.
Thank you for reaching out to us and sharing your concerns regarding your experience with Oneplan. We sincerely apologize for any delays and inconvenience caused, we take your feedback seriously as we continually strive to improve our service and meet our clients' expectations.
Kindly note that should you wish to cancel your policy within the cooling off period (seven (7) days from the date of application), any premiums and fees that have been debited will be refunded to your nominated bank account. If the cancellation request was sent after the 7-day cooling off period there is a one (1) calendar month notice period that is required.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We do have your best interests at heart, 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 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 any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Oneplan