GM
Grace M
1 reviews | Active since Oct 2023
27 Oct 2023, 10:39
My question is that, do you really help your customers or you just want their money,The fact is that you can not afford to pay anything, expecialy new model with high value, you are a ****mer.
One Plan car insurance rejected my claim without doing any investigation. I called them to organise towing car for me, they didn't do it or even pay the money also yet.They didnt even come help me on the accident scene, i was sitting as a women waiting for help in the middle of the night They told me that I should have submitted my car picture. I was not given time frame as for when to send those picture, the accident happened before i even send the pictures because i didn't not even have their app to logg in. They didn't even send their asseser to check the car.Thanks for nothing, you are a ****mer.
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Oneplan Insurance's replyOfficial
27 Oct 2023, 16:33Dear Grace,
Thank you for taking the time to bring this to our attention.
We are so sorry to hear about the events that have occurred with your vehicle. We understand the emotional and physical pain of being involved in an accident and we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Upon investigation, we discovered that the claim was rejected on the basis that the vehicle had not been validated in line with our specific validation requirements as stipulated in the policy wording and which were disclosed at the sales stage. The terms and conditions of the policy state that the vehicle must be validated prior to the claim.
Kindly note that SMS communication was also sent to you on a weekly basis, informing you to upload images of your vehicle to ensure that you have cover. Failure to submit images or any alternative options to verify the vehicle will result in all claims being repudiated at the claims stage.
Records on our system reflect that detailed feedback was sent to your listed email address on the 26th of April 2022. The policy was canceled and a refund was processed due to the non-validation of your vehicle. Please kindly refer to the email communication that was sent to you in 2022.
Thank you for taking the time to bring this to our attention.
We are so sorry to hear about the events that have occurred with your vehicle. We understand the emotional and physical pain of being involved in an accident and we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Upon investigation, we discovered that the claim was rejected on the basis that the vehicle had not been validated in line with our specific validation requirements as stipulated in the policy wording and which were disclosed at the sales stage. The terms and conditions of the policy state that the vehicle must be validated prior to the claim.
Kindly note that SMS communication was also sent to you on a weekly basis, informing you to upload images of your vehicle to ensure that you have cover. Failure to submit images or any alternative options to verify the vehicle will result in all claims being repudiated at the claims stage.
Records on our system reflect that detailed feedback was sent to your listed email address on the 26th of April 2022. The policy was canceled and a refund was processed due to the non-validation of your vehicle. Please kindly refer to the email communication that was sent to you in 2022.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. Please note that this is by no means a ploy to refuse payment of the claim, as we do have your best interests at heart, and we will assist with all we can in line with our terms and conditions.
Once again, we apologize for any inconvenience caused and hope the above brings clarity on the matter.
Kind Regards,
Oneplan
Oneplan Insurance's reply27 Oct 2023, 16:33
Official
Dear Grace,
Thank you for taking the time to bring this to our attention.
We are so sorry to hear about the events that have occurred with your vehicle. We understand the emotional and physical pain of being involved in an accident and we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Upon investigation, we discovered that the claim was rejected on the basis that the vehicle had not been validated in line with our specific validation requirements as stipulated in the policy wording and which were disclosed at the sales stage. The terms and conditions of the policy state that the vehicle must be validated prior to the claim.
Kindly note that SMS communication was also sent to you on a weekly basis, informing you to upload images of your vehicle to ensure that you have cover. Failure to submit images or any alternative options to verify the vehicle will result in all claims being repudiated at the claims stage.
Records on our system reflect that detailed feedback was sent to your listed email address on the 26th of April 2022. The policy was canceled and a refund was processed due to the non-validation of your vehicle. Please kindly refer to the email communication that was sent to you in 2022.
Thank you for taking the time to bring this to our attention.
We are so sorry to hear about the events that have occurred with your vehicle. We understand the emotional and physical pain of being involved in an accident and we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Upon investigation, we discovered that the claim was rejected on the basis that the vehicle had not been validated in line with our specific validation requirements as stipulated in the policy wording and which were disclosed at the sales stage. The terms and conditions of the policy state that the vehicle must be validated prior to the claim.
Kindly note that SMS communication was also sent to you on a weekly basis, informing you to upload images of your vehicle to ensure that you have cover. Failure to submit images or any alternative options to verify the vehicle will result in all claims being repudiated at the claims stage.
Records on our system reflect that detailed feedback was sent to your listed email address on the 26th of April 2022. The policy was canceled and a refund was processed due to the non-validation of your vehicle. Please kindly refer to the email communication that was sent to you in 2022.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. Please note that this is by no means a ploy to refuse payment of the claim, as we do have your best interests at heart, and we will assist with all we can in line with our terms and conditions.
Once again, we apologize for any inconvenience caused and hope the above brings clarity on the matter.
Kind Regards,
Oneplan