No response to emails or calls

Item: Oneplan Insurance
Rating: 1

Dear OnePlan, In my first email dated 18 April 2017, I noted that the payment must be done to Dischem by 2 May 2017! No one responded. My second email dated 24 April 2017 I asked for someone to respond. No one responded. My third email dated 28 April 2017 I asked to confirm receipt of email and the Payment date. No one responded. My sister then issued an email (attached) also on 28 April 2017 and only received this response: <p class="m_- ********** ********** 63212MsoPlainText" style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif; color: #000000; font-variant-ligatures: normal; orphans: 2; widows: 2;">“Good morning <p class="m_- ********** ********** 63212MsoPlainText" style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif; color: #000000; font-variant-ligatures: normal; orphans: 2; widows: 2;">Please note invoice was received ,processed to be paid to member. <p class="m_- ********** ********** 63212MsoPlainText" style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif; color: #000000; font-variant-ligatures: normal; orphans: 2; widows: 2;">Regards <p class="m_- ********** ********** 63212MsoPlainText" style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif; color: #000000; font-variant-ligatures: normal; orphans: 2; widows: 2;">Pumla Mdingi” <p class="m_- ********** ********** 63212MsoPlainText" style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif; color: #000000; font-variant-ligatures: normal; orphans: 2; widows: 2;"> <p class="m_- ********** ********** 63212MsoPlainText" style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif; color: #000000; font-variant-ligatures: normal; orphans: 2; widows: 2;">Okey, so WHEN will you do the payment as I requested in my email. <p class="m_- ********** ********** 63212MsoPlainText" style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif; color: #000000; font-variant-ligatures: normal; orphans: 2; widows: 2;"> <p class="m_- ********** ********** 63212MsoPlainText" style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif; color: #000000; font-variant-ligatures: normal; orphans: 2; widows: 2;">I cannot go through this EVERY month. <p class="m_- ********** ********** 63212MsoPlainText" style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif; color: #000000; font-variant-ligatures: normal; orphans: 2; widows: 2;">You never respond to queries and we always have to follow up numerous times before anyone can give us answers. <p class="m_- ********** ********** 63212MsoPlainText" style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif; color: #000000; font-variant-ligatures: normal; orphans: 2; widows: 2;">If we call no one seems to know what is going on and that “someone” will phone us back? <p class="m_- ********** ********** 63212MsoPlainText" style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif; color: #000000; font-variant-ligatures: normal; orphans: 2; widows: 2;"> <p class="m_- ********** ********** 63212MsoPlainText" style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif; color: #000000; font-variant-ligatures: normal; orphans: 2; widows: 2;">PLEASE… Dischem gave me a grace period for the proof of payment to show tomorrow, Wednesday, 3 May 2017 before 14h00. <p class="m_- ********** ********** 63212MsoPlainText" style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif; color: #000000; font-variant-ligatures: normal; orphans: 2; widows: 2;"> <p class="m_- ********** ********** 63212MsoPlainText" style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif; color: #000000; font-variant-ligatures: normal; orphans: 2; widows: 2;">We cannot put CHEMO on hold!!!! <p class="m_- ********** ********** 63212MsoPlainText" style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif; color: #000000; font-variant-ligatures: normal; orphans: 2; widows: 2;"> <p class="m_- ********** ********** 63212MsoPlainText" style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif; color: #000000; font-variant-ligatures: normal; orphans: 2; widows: 2;">I urgently need to know if the Proof of Payment will be issued by Tomorrow, Wednesday, 3 May 2017 before 14h00?

Helpful (0)

Replies (1)

Oneplan Insurance's replyOfficial

04 May 2017, 16:00

Hi Engela,

Thank you for raising your concerns with us.

We appreciate your feedback and have escalated to the relevant managers to ensure that corrective measures are put in place to prevent this from re-occurring in the future.

We take our clients feedback very seriously as it helps us better understand our clients needs and how we can better the service we provide.

As per our telephonic discussion, the claim has been approved and standard turnaround time for a dreaded disease(in hospital claim) is 30 working days from received date.

Please refer to your email for further documentation.

Kind Regards
OnePlan

Oneplan Insurance's reply04 May 2017, 16:00

Official