GB
Gideon B
1 reviews | Active since Oct 2013
14 Jun 2023, 16:22
Not Covering what they should.
So my wife fell on our staircase at home and tore her ACL in her knee. OnePlan now wants to cover het operation under Illness cover (which is less and does not cover the operation total) instead of accident cover (which will cover the total of the operation). So being clients for 10+ years and taking our money every single month they don't want to cover the accident under accident cover as it should be. Are OnePlan then going to pay for a knee replacement soon cause my wife can not go for the operation now and she needs it?
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Oneplan Insurance's replyOfficial
15 Jun 2023, 11:03Good day Gideon,
Thank you for taking the time to bring this to our attention.
We are sorry to hear of the circumstances under which your Hellopeter posting has reached us and we do apologize for the inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note 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 as we do have your wife's best interests at heart.
We are currently in communication with your wife, the reports received from the Doctor confirm that there was an injury however the required procedure as per the medical reports received is related to a pre-existing condition. We are in contact with the service providers, and we have requested additional information.
Certain terms and conditions are always applicable, and these are included in all policy documents, 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.
Once we receive the required information we will revert with the relevant feedback.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
We are sorry to hear of the circumstances under which your Hellopeter posting has reached us and we do apologize for the inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note 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 as we do have your wife's best interests at heart.
We are currently in communication with your wife, the reports received from the Doctor confirm that there was an injury however the required procedure as per the medical reports received is related to a pre-existing condition. We are in contact with the service providers, and we have requested additional information.
Certain terms and conditions are always applicable, and these are included in all policy documents, 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.
Once we receive the required information we will revert with the relevant feedback.
Kind Regards,
Oneplan
Oneplan Insurance's reply15 Jun 2023, 11:03
Official
Good day Gideon,
Thank you for taking the time to bring this to our attention.
We are sorry to hear of the circumstances under which your Hellopeter posting has reached us and we do apologize for the inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note 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 as we do have your wife's best interests at heart.
We are currently in communication with your wife, the reports received from the Doctor confirm that there was an injury however the required procedure as per the medical reports received is related to a pre-existing condition. We are in contact with the service providers, and we have requested additional information.
Certain terms and conditions are always applicable, and these are included in all policy documents, 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.
Once we receive the required information we will revert with the relevant feedback.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
We are sorry to hear of the circumstances under which your Hellopeter posting has reached us and we do apologize for the inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note 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 as we do have your wife's best interests at heart.
We are currently in communication with your wife, the reports received from the Doctor confirm that there was an injury however the required procedure as per the medical reports received is related to a pre-existing condition. We are in contact with the service providers, and we have requested additional information.
Certain terms and conditions are always applicable, and these are included in all policy documents, 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.
Once we receive the required information we will revert with the relevant feedback.
Kind Regards,
Oneplan