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Melanie S

1 reviews | Active since Feb 2012

17 Nov 2017, 12:29

NOT PROVIDING FEEDBACK REGARDING CLAIM TO BE PAID OUT

Dear OnePlan,

On the 24th of October I sent through the docs as I was advised to do by the consultant on 17 October **********

On the 31st of October Sulezi advised me that the claim will not be paid.

1 November I sent and email stating my side and that I was assured that claim will be covered in full.

2 November Sulezi emailed me to say the matter has been escalated to the team leader.

7 November I sent an email to ask for feedback..

8 November 09:24 Sulezi sent me an email to advise that the team leader will contact me. 8 November 12:57 Kgomotso phones me from OnePlan and apologize after they have listened to the call recording - he says that they will cover the costs as it was a mistake on their side and will give me feedback when claim will be paid out the following day (9 Nov).

14 November 10:18 - I sent an email to Sulezi asking for feedback as Kgomotso has not yet responded as he promised. 14 November 11:33 - Sulezi forwards email to Kgomotso and copy me in asking him to assist

16 November - I sent an email to ask Kgomotso for feedback 17 November - send another email

Still no feedback or response.

What else must I do??? If you ask the consultants you are told it will get escalated a manager and that is where it stops

I am of the opinion that it is not the consultants but the managers who delays and also keep the consultants on a string..

It is ********* to say the least!

CAN SOMEONE PLEASE TELL ME WHEN THE CLAIM WILL BE PAID OUT??

0
Replies (5)
Oneplan Insurance
Oneplan Insurance's reply17 Nov 2017, 13:47
Official

Hi Melanie,

We'd like to sincerely apologize for the inconvenience caused. Thank you for bringing this to our attention. We are looking into this matter and you will receive a call from a senior manager with feedback by COB today.

Regards,

The Oneplan Team

MS
Melanie S's update23 Nov 2017, 09:20
Reviewer Update
Dear OnePlan, You have - with flying colors - succeeded to dissappoint your client again !! After making promises..again!! Are you deliberately waiting/stalling hoping that the issue will go away??? Could you please do yourself a favor and listen to the recording between myself and Divesh (I do apologize if I got your name wrong). Divesh is one of the senior managers and did phone me on 17 Nov @ 16:04..we spoke for 11 mins 13 sec. Now here is a bit of detail about the call... 1 - Divesh apologized that Kgomotso did not get back to me, 2- I apologized that I had to revert to HelloPeter but that no one got back to me regardless of emails I have sent, 3 - Divesh said that they will pay out the claim amount of R14 934.50 (they already paid R1050 out of the vets cover and total bill was R15 984.50) by latest Wednesday 22 November 2017, 4 - I told him that they should not promise the clients feedback and then just ignore it - he said that they have put a system in place to ensure that consultants give feedback to the clients and follow up on calls - clearly you don't have this system in place for Senior Managers?? 5 - I thanked him for their excellent service and that they go the extra mile - but I also told him if they have not paid out on the date they have said I will complain again - I said if it is going to take 2 weeks tell me so but don't promise and not deliver, 6 - Do you know what VOC, VOE and VOB stand for and the meaning of it? 7 - Your accounts department are excellent at ensuring the debit orders are loaded and that you as a business get your money - and ensure clients do not skip their payments, 8 - On the other hand I am of the opinion that you lack on your processes between the consultants/refunds/creditors. So I ask again - you confirmed that the claim will be paid out and I haven't received any confirmation - could you please confirm when this will be done???
Oneplan Insurance
Oneplan Insurance's reply23 Nov 2017, 10:09
Official

Hi Melanie,

Apologies for this error. We have looked into it and once the refund was processed, everything was in order. We found the fault and are rectifying it. You will receive a call from Devash in regards to this.

Once again, we would like to apologize for this.

Regards,

The Oneplan Team

Oneplan Insurance
Oneplan Insurance's reply23 Nov 2017, 10:39
Official

Dear Melanie

Thank you for taking my call and been understanding.

As discussed, your claim was approved for payment as confirmed. The reason for you not receiving the payment was due to a system error on our side. This was not expected at that time and has now been fixed. Your payment has been expedited and you will receive the confirmation once the funds have been released.

We will also follow up with you once we get confirmation on our side from our Finance department.

Please note we have also sent you an email as per our discussion.

Regards,

The Oneplan Team

MS
Melanie S's update23 Nov 2017, 10:53
Reviewer Update
Dear OnePlan , Thank you for your quick assistance with this matter. Devash has contacted me via phone and email - I understand that there was an error with your system blocking the file so that it was not raised to the Finance Department. The issue has been resolved. Thank you Devash for assisting me with patience and friendliness.