MV
Michelle V
1 reviews | Active since May 2022
10 May 2022, 12:24
One plan are ******
I have been with 1 plan for 2 to aost 3 months, I have not used any of their services. I recently found out I'm pregnant, called one plan and was advised they can't cover the birth I then canceled immediately as they are in no way beneficial to me. I have since requested a refund of the 2 debit orders from my account they are refusing to. I feel that they are being unfair and none services were used and they cannot assist me with baby cover. I therefore want a refund on my money, I am not willing to let this go as a refund would be fair. No services were used
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Oneplan Insurance's replyOfficial
10 May 2022, 16:03Good day Michelle,
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We sincerely apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
As per our telephonic conversation kindly note that according to our policy schedule that was sent to your listed email address on the 11/02/2022 under Premium Refunds (point 3) it states, should you cancel your policy within the cooling off period (seven (7) days from the date of application), any premiums and fees that have been debited will be refunded to your nominated bank account.
Upon investigation we discovered that the application for cover was done on the 10/02/2022 and a copy of the policy schedule was sent to your listed email address. We received your request for cancellation of the policy on the 03/05/2022. Kindly note that the request for cancellation was sent after the 7-day cooling off period therefore a refund could not be processed, the refund will only be applicable if the request for cancellation was received before the 18/02/2022.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. 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. If you are unsatisfied with this response, please do not hesitate to escalate your complaint to ***
Once again, we apologize for any inconvenience caused.
Kind Regards,
Oneplan
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We sincerely apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
As per our telephonic conversation kindly note that according to our policy schedule that was sent to your listed email address on the 11/02/2022 under Premium Refunds (point 3) it states, should you cancel your policy within the cooling off period (seven (7) days from the date of application), any premiums and fees that have been debited will be refunded to your nominated bank account.
Upon investigation we discovered that the application for cover was done on the 10/02/2022 and a copy of the policy schedule was sent to your listed email address. We received your request for cancellation of the policy on the 03/05/2022. Kindly note that the request for cancellation was sent after the 7-day cooling off period therefore a refund could not be processed, the refund will only be applicable if the request for cancellation was received before the 18/02/2022.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. 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. If you are unsatisfied with this response, please do not hesitate to escalate your complaint to ***
Once again, we apologize for any inconvenience caused.
Kind Regards,
Oneplan
Oneplan Insurance's reply10 May 2022, 16:03
Official
Good day Michelle,
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We sincerely apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
As per our telephonic conversation kindly note that according to our policy schedule that was sent to your listed email address on the 11/02/2022 under Premium Refunds (point 3) it states, should you cancel your policy within the cooling off period (seven (7) days from the date of application), any premiums and fees that have been debited will be refunded to your nominated bank account.
Upon investigation we discovered that the application for cover was done on the 10/02/2022 and a copy of the policy schedule was sent to your listed email address. We received your request for cancellation of the policy on the 03/05/2022. Kindly note that the request for cancellation was sent after the 7-day cooling off period therefore a refund could not be processed, the refund will only be applicable if the request for cancellation was received before the 18/02/2022.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. 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. If you are unsatisfied with this response, please do not hesitate to escalate your complaint to ***
Once again, we apologize for any inconvenience caused.
Kind Regards,
Oneplan
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We sincerely apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
As per our telephonic conversation kindly note that according to our policy schedule that was sent to your listed email address on the 11/02/2022 under Premium Refunds (point 3) it states, should you cancel your policy within the cooling off period (seven (7) days from the date of application), any premiums and fees that have been debited will be refunded to your nominated bank account.
Upon investigation we discovered that the application for cover was done on the 10/02/2022 and a copy of the policy schedule was sent to your listed email address. We received your request for cancellation of the policy on the 03/05/2022. Kindly note that the request for cancellation was sent after the 7-day cooling off period therefore a refund could not be processed, the refund will only be applicable if the request for cancellation was received before the 18/02/2022.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. 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. If you are unsatisfied with this response, please do not hesitate to escalate your complaint to ***
Once again, we apologize for any inconvenience caused.
Kind Regards,
Oneplan