1 reviews | Active since Jan 2023
Oneplan disgusting service
Shocking service. Signed up 4 months ago with my entire family and there were normal waiting periods due to pre existing conditions. Day to day claims did not have a waiting period. I then had to go to the casualty at hospital and have xrays and was told I have no benefits. I had to pay cash. On querying it I was told there is a 3 month waiting period as they were missing a document. I submitted the document and it took a while for them to come back to me. They stated they needed more documents which i have submitted a few weeks back and even after follow up mails i am still not getting a response. The chat function on the app is terrible. Where generic answers are given as the consultants dont want to deal with the issue. The waiting times on the app chat are around 45 min per response and when it gets to 5pm they just close you off and you have to start again the next day. I now received and sms stating that i have a rejected claim and i need to pay R390 or my benefits will be stopped. Regardless of the fact that they owe me over R3000 in claims. Speaking to anyone in that company is impossible. I have all records of emails and screenshots of the app chat and after many attempts I am left with no option but to use this channnel. I would like a call from someone senior in the company that is prepared to deal with me on the phone and not just ignore my mails
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and 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 records on our system reflect that your policy inception date was the 1st of October 2022. Please note that only the waiting period for Illness in Hospital and the Casualty Illness benefit for newly diagnosed conditions will be waved upon clients providing proof of being covered with another service provider for a minimum of two (2) consecutive years without any break in cover preceding the inception date of your policy,
Upon receiving the membership certificate, our Underwriting department reviewed the certificate and feedback was sent to your listed email address in December confirming that the waiver of waiting periods will not apply as the membership certificate did not reflect a minimum of two (2) years of cover with your previous service provider and all waiting periods will still apply as stipulated in your policy schedule.
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 for 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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with the policy holder to further discuss the matter at hand.
Once again, we apologize for the 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 sincerely apologize for any inconvenience caused and 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 records on our system reflect that your policy inception date was the 1st of October 2022. Please note that only the waiting period for Illness in Hospital and the Casualty Illness benefit for newly diagnosed conditions will be waved upon clients providing proof of being covered with another service provider for a minimum of two (2) consecutive years without any break in cover preceding the inception date of your policy,
Upon receiving the membership certificate, our Underwriting department reviewed the certificate and feedback was sent to your listed email address in December confirming that the waiver of waiting periods will not apply as the membership certificate did not reflect a minimum of two (2) years of cover with your previous service provider and all waiting periods will still apply as stipulated in your policy schedule.
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 for 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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with the policy holder to further discuss the matter at hand.
Once again, we apologize for the inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan