RS
Rajen S
1 reviews | Active since Mar 2021
05 Mar 2024, 10:37
One Plan Bad Service
I missed a payment, but paid on the last day of the month. It is 5 days later and my access to the medical plan is still suspended, despite an email to the Claims department querying with POP. A call to their Customer service resulted to the following response, "I can see you payment reflected 29 Feb24, I will refer you case to my supervisor and you should have access by this evening." what shoddy service as I have to fork out cash for medical treatment due to the Don't Care attitude from One Plan. Lastly, you cannot speak to the Claims department (the one who called me) as they are on a outgoing call rule only.
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Oneplan Insurance's replyOfficial
05 Mar 2024, 14:21Dear Rajen,
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 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 policy terms and conditions, if your premium is unpaid, the cover applicable to the policy will lapse, subject to the grace period offered by us. The Grace Period is the period of grace allowed for non‐payment of Premium. The Grace Period is fifteen (15) days from the first day of the month in which the Premium was due. Should the premiums be returned or rejected for any reason, the policy will be immediately suspended for the Grace Period of fifteen (15) days. Payment of your outstanding premium must be received before the fifteenth (15th) day of the month in order for any claims to be entertained. Should the premium be paid after the grace period we will require the premium for the following month to be paid as premiums are collected in advance.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly to all clients. We do have your best interests at heart, and 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.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
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 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 policy terms and conditions, if your premium is unpaid, the cover applicable to the policy will lapse, subject to the grace period offered by us. The Grace Period is the period of grace allowed for non‐payment of Premium. The Grace Period is fifteen (15) days from the first day of the month in which the Premium was due. Should the premiums be returned or rejected for any reason, the policy will be immediately suspended for the Grace Period of fifteen (15) days. Payment of your outstanding premium must be received before the fifteenth (15th) day of the month in order for any claims to be entertained. Should the premium be paid after the grace period we will require the premium for the following month to be paid as premiums are collected in advance.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly to all clients. We do have your best interests at heart, and 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.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Oneplan Insurance's reply05 Mar 2024, 14:21
Official
Dear Rajen,
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 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 policy terms and conditions, if your premium is unpaid, the cover applicable to the policy will lapse, subject to the grace period offered by us. The Grace Period is the period of grace allowed for non‐payment of Premium. The Grace Period is fifteen (15) days from the first day of the month in which the Premium was due. Should the premiums be returned or rejected for any reason, the policy will be immediately suspended for the Grace Period of fifteen (15) days. Payment of your outstanding premium must be received before the fifteenth (15th) day of the month in order for any claims to be entertained. Should the premium be paid after the grace period we will require the premium for the following month to be paid as premiums are collected in advance.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly to all clients. We do have your best interests at heart, and 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.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
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 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 policy terms and conditions, if your premium is unpaid, the cover applicable to the policy will lapse, subject to the grace period offered by us. The Grace Period is the period of grace allowed for non‐payment of Premium. The Grace Period is fifteen (15) days from the first day of the month in which the Premium was due. Should the premiums be returned or rejected for any reason, the policy will be immediately suspended for the Grace Period of fifteen (15) days. Payment of your outstanding premium must be received before the fifteenth (15th) day of the month in order for any claims to be entertained. Should the premium be paid after the grace period we will require the premium for the following month to be paid as premiums are collected in advance.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly to all clients. We do have your best interests at heart, and 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.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan