1 reviews | Active since Feb 2019
OnePlan can't get a simple request right, multiple times
I told myself I got a good health insurance with this lot. Well, until I needed help with, a simple c extra card request. My instructions, both verbally and on WhatsApp were very straight forward: send the card to my son in CT so he can have it for obvious reasons. Alas, the card is addressed to my wife in Joburg. We get a ca message and we immediately tell them it's for CT with correct address. Naah, a week later , my wife get a message abiut a delivery of a card coming. We again give correct adress. The card arrives at my wife's work, adress here in Joburg. I speak to the courier and return it to sender. RAgain asked them to deliver to CT. Second apology. Believe it or not, the cxard arrives in Cape Town in my wife's name after repeated assurances of address and adressee. Atr this point I wonder what will happen if I have to use their service in an emergency. Very aupset and looking at other health insurance options...Wonder if any other companies are reading this and can reach out!
Thank you for bringing this matter to our attention.
We are sorry to hear of the circumstances surrounding your Hellopeter posting and understand that it has affected our service to you. We take all customer feedback seriously and use it to improve our operations and ensure that we meet our client's expectations.
We have acknowledged your complaint and noted that when you submitted a request for an additional card to be ordered, you mentioned that the card should be couriered to your son and provided his name and the address. No request to emboss/personalize the card with his name was mentioned in the email, hence the card was ordered and personalised with your wife's name. Kindly be re-assured that the active cards on the policy can be utilized by all the member's registered/covered under the policy.
Should you require any assistance with loading claims, please feel free to reach out to us. We offer various platforms of communication for your convenience. You may reach us on WhatsApp at ***, call us on ***, send an email to *** with your policy number in the subject line and we will happily assist. You may also download the Oneplan app and utilize it to load claims and submit invoices and proof of payments for claims to be processed.
We truly regret any frustration this situation may have caused, and we hope to restore your experience with our service.
Kind regards,
Oneplan.
Thank you for bringing this matter to our attention.
We are sorry to hear of the circumstances surrounding your Hellopeter posting and understand that it has affected our service to you. We take all customer feedback seriously and use it to improve our operations and ensure that we meet our client's expectations.
We have acknowledged your complaint and noted that when you submitted a request for an additional card to be ordered, you mentioned that the card should be couriered to your son and provided his name and the address. No request to emboss/personalize the card with his name was mentioned in the email, hence the card was ordered and personalised with your wife's name. Kindly be re-assured that the active cards on the policy can be utilized by all the member's registered/covered under the policy.
Should you require any assistance with loading claims, please feel free to reach out to us. We offer various platforms of communication for your convenience. You may reach us on WhatsApp at ***, call us on ***, send an email to *** with your policy number in the subject line and we will happily assist. You may also download the Oneplan app and utilize it to load claims and submit invoices and proof of payments for claims to be processed.
We truly regret any frustration this situation may have caused, and we hope to restore your experience with our service.
Kind regards,
Oneplan.