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My mother was a policy holder for One plan. One plan has never given us the right service as per contract signed with them. On the 7th of August I reversed one plan debit order due to bad service we were receiving. I am staying in Jhb and my mother in Mafikeng. I called one plan during the day on the 8th August enquiring about the payment, was told debit order will only run in three days, I suggested a deposit. Later on the day I received a call, my mother passed away, since she waited for an ambulance to take her to hospital, One plan couldn't assist with that because their based in Jhb, they don't have ambulance to send in NW. We called a private company for emergency assistance but on arrival she had already passed away. I got back to one plan, I forwarded the relevant documents on the 10th August, and later received an e-mail saying my policy has elapsed. One plan is a pre-paid account according to my understanding. I called them back was my call was disconnected obviously by a consultant claiming she cannot hear me. Redialled spoke Luciano who obviously didn't understand anything on the account, he asked me to fill in a document and send back. I rep**** back to the e-mail I received from them asking why my policy has elapsed. No one came back to me, I resend it again still nothing from them. I then requested to be called back, they never did. Pertunia called me back on the 16th of August after I told them that their not taking my query seriously. Pertunia couldn't assist me she put me throu to client service were I requested to speak to the supervisor/manager. Lorraine called me advising my policy has elapsed because of 15 days grace period. New information. Why was I not told of any grace period? At the beginning nothing was said, on the 7th August nothing was said on the e-mail received on the 10th nothing was said. Was told on the 16th of August due to the query, I have. One plan are ****** on the month of May I missed a payment, made arrangement around the 20th May for double debit. I was not advised of this, on the SMS' send nothing about this. Only now I am told of this cause I want to make a claim. And for the month of August, hence its only 8 days of the month shouldn't I be pro-rated? Really one plan have frustrated me from the beginning, they bad service until today... This is not right. I am busy preparing for my mothers funeral but one plan they are frustrating me more. The money I paid One plan, is more than the Claim they have to pay. Can one plan stick to what they promised...