TN
Tsholofelo N
1 reviews | Active since Aug 2024
02 Aug 2024, 19:46
One Plan Medical Aid
Dear One plan Medical Aid
I am disappointed by the incompetency and lack of service for your clients.
Initially I was excited to move my family to your medical scheme, little did I know the only service you provide is when you want clients to sign up. I have received no documentation indicating cover yet my banking details were obtained. Tried calling your call center customer care line was on hold for over 30minutes.
I would like to cancel.
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Replies (2)
Oneplan Insurance's replyOfficial
03 Aug 2024, 11:36Dear Tsholofelo,
Thank you for taking the time to bring this to our attention.
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience that has been caused and for the circumstances under which your Hellopeter posting has reached us. Please rest assured that this matter will be investigated, as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that our QA department assesses all sales calls to ensure that the correct information is provided to the client and that the policy terms and conditions are adhered to. This process also ensures that the client agrees to the policy and is not misled, and should the client be misled in any way the policy will be sent to the relevant department to ensure that the correct information is provided to the client.
Records on our system confirm that you signed up with us on the 31st of July 2024, currently, your policy is in a pending QA status and we have escalated for the sales call to be urgently assessed. Once this has been completed you will receive your policy documents.
Clients have a 7-day cooling-off period from the date of application. If a client discovers that they are unhappy with the product provided by the Insurer within this period, they have the option to cancel the policy within the 7-day cooling off period with no financial implications and if a premium was collected it will be refunded to the nominated bank account. If the cancellation request was sent after the 7-day cooling off period, there is a one (1) calendar month notice period that is required.
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 the above brings clarity on the matter.
Kind Regards,
Oneplan
Once again, we apologize for any inconvenience caused and we hope the above brings clarity on the matter.
Kind Regards,
Oneplan
Oneplan Insurance's reply03 Aug 2024, 11:36
Official
Dear Tsholofelo,
Thank you for taking the time to bring this to our attention.
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience that has been caused and for the circumstances under which your Hellopeter posting has reached us. Please rest assured that this matter will be investigated, as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that our QA department assesses all sales calls to ensure that the correct information is provided to the client and that the policy terms and conditions are adhered to. This process also ensures that the client agrees to the policy and is not misled, and should the client be misled in any way the policy will be sent to the relevant department to ensure that the correct information is provided to the client.
Records on our system confirm that you signed up with us on the 31st of July 2024, currently, your policy is in a pending QA status and we have escalated for the sales call to be urgently assessed. Once this has been completed you will receive your policy documents.
Clients have a 7-day cooling-off period from the date of application. If a client discovers that they are unhappy with the product provided by the Insurer within this period, they have the option to cancel the policy within the 7-day cooling off period with no financial implications and if a premium was collected it will be refunded to the nominated bank account. If the cancellation request was sent after the 7-day cooling off period, there is a one (1) calendar month notice period that is required.
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 the above brings clarity on the matter.
Kind Regards,
Oneplan
Once again, we apologize for any inconvenience caused and we hope the above brings clarity on the matter.
Kind Regards,
Oneplan
Oneplan Insurance's replyOfficial
06 Aug 2024, 10:55Dear Tsholofelo,
We have attempted to contact you on the listed number, however the number goes to voicemail.
Kindly provide us with a suitable time or an alternative contact number to contact you to further discuss the matter at hand.
Kind Regards,
Oneplan
We have attempted to contact you on the listed number, however the number goes to voicemail.
Kindly provide us with a suitable time or an alternative contact number to contact you to further discuss the matter at hand.
Kind Regards,
Oneplan
Oneplan Insurance's reply06 Aug 2024, 10:55
Official
Dear Tsholofelo,
We have attempted to contact you on the listed number, however the number goes to voicemail.
Kindly provide us with a suitable time or an alternative contact number to contact you to further discuss the matter at hand.
Kind Regards,
Oneplan
We have attempted to contact you on the listed number, however the number goes to voicemail.
Kindly provide us with a suitable time or an alternative contact number to contact you to further discuss the matter at hand.
Kind Regards,
Oneplan