CL
Cronje L
1 reviews | Active since Feb 2018
14 Apr 2026, 12:24
Oneplan has Noplan
Their 'have funds loaded onto your card' story involves as many phone calls and as much paper work as would any other cardless plan at any other similar institution. They sent me from pillar to post by email and when I depleted of ways to prove that I had already settled R1000 towards the account another reason was invented not to provide me with the funds to pay the remainder of the bill - neither the R1000 I've already paid . Out of desperation I decided to call them but the agent's line was very bad. I asked him on which side the problem is, mine or his and he said possibly his as another caller had complained about the same. He called back which I very much appreciate however upon answering, I was immediately disconnected. Wits end.
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Oneplan Insurance's replyOfficial
14 Apr 2026, 12:45Dear Cronje,
Thank you for sharing your concerns with us.
We understand your frustration and apologise for the experience you've had. However, following our investigation, we note an ongoing email correspondence between yourself and our Claims Department, wherein you were requested to submit proof of payment to enable the refund claim to be assessed. For any refund claim to be processed, a valid detailed invoice accompanied by proof of payment is required. All claims are reviewed subject to the applicable cover limits of the plan you have selected. In the absence of the required documentation, the claim cannot be processed. Once the requested information is received, the claim may be reconsidered accordingly.
Additionally, we would like to clarify that when funds are loaded into the Oneplan Claims card, they will remain on the card for 48 hours and if not utilised, they will be reversed as a safety measure. In this case, funds were loaded to your card on 20/03/2026 and reversed on 22/03/2026, however, you attempted to utilise the card on 23/03/2026. hence no transaction could go through successfully.
Please be advised that certain terms and conditions always apply, all of which are outlined in the policy documentation provided before and during your engagement with us. While we remain committed to assisting you wherever possible, this can only be done within the parameters of these terms. Oneplan adheres strictly to the Treating Customers Fairly (TCF) principles and ensures consistent and equitable treatment of all clients.
We trust this clarifies the matter and look forward to receiving the outstanding documentation so that the claim may be reviewed.
Kind regards,
Oneplan.
Thank you for sharing your concerns with us.
We understand your frustration and apologise for the experience you've had. However, following our investigation, we note an ongoing email correspondence between yourself and our Claims Department, wherein you were requested to submit proof of payment to enable the refund claim to be assessed. For any refund claim to be processed, a valid detailed invoice accompanied by proof of payment is required. All claims are reviewed subject to the applicable cover limits of the plan you have selected. In the absence of the required documentation, the claim cannot be processed. Once the requested information is received, the claim may be reconsidered accordingly.
Additionally, we would like to clarify that when funds are loaded into the Oneplan Claims card, they will remain on the card for 48 hours and if not utilised, they will be reversed as a safety measure. In this case, funds were loaded to your card on 20/03/2026 and reversed on 22/03/2026, however, you attempted to utilise the card on 23/03/2026. hence no transaction could go through successfully.
Please be advised that certain terms and conditions always apply, all of which are outlined in the policy documentation provided before and during your engagement with us. While we remain committed to assisting you wherever possible, this can only be done within the parameters of these terms. Oneplan adheres strictly to the Treating Customers Fairly (TCF) principles and ensures consistent and equitable treatment of all clients.
We trust this clarifies the matter and look forward to receiving the outstanding documentation so that the claim may be reviewed.
Kind regards,
Oneplan.
Oneplan Insurance's reply14 Apr 2026, 12:45
Official
Dear Cronje,
Thank you for sharing your concerns with us.
We understand your frustration and apologise for the experience you've had. However, following our investigation, we note an ongoing email correspondence between yourself and our Claims Department, wherein you were requested to submit proof of payment to enable the refund claim to be assessed. For any refund claim to be processed, a valid detailed invoice accompanied by proof of payment is required. All claims are reviewed subject to the applicable cover limits of the plan you have selected. In the absence of the required documentation, the claim cannot be processed. Once the requested information is received, the claim may be reconsidered accordingly.
Additionally, we would like to clarify that when funds are loaded into the Oneplan Claims card, they will remain on the card for 48 hours and if not utilised, they will be reversed as a safety measure. In this case, funds were loaded to your card on 20/03/2026 and reversed on 22/03/2026, however, you attempted to utilise the card on 23/03/2026. hence no transaction could go through successfully.
Please be advised that certain terms and conditions always apply, all of which are outlined in the policy documentation provided before and during your engagement with us. While we remain committed to assisting you wherever possible, this can only be done within the parameters of these terms. Oneplan adheres strictly to the Treating Customers Fairly (TCF) principles and ensures consistent and equitable treatment of all clients.
We trust this clarifies the matter and look forward to receiving the outstanding documentation so that the claim may be reviewed.
Kind regards,
Oneplan.
Thank you for sharing your concerns with us.
We understand your frustration and apologise for the experience you've had. However, following our investigation, we note an ongoing email correspondence between yourself and our Claims Department, wherein you were requested to submit proof of payment to enable the refund claim to be assessed. For any refund claim to be processed, a valid detailed invoice accompanied by proof of payment is required. All claims are reviewed subject to the applicable cover limits of the plan you have selected. In the absence of the required documentation, the claim cannot be processed. Once the requested information is received, the claim may be reconsidered accordingly.
Additionally, we would like to clarify that when funds are loaded into the Oneplan Claims card, they will remain on the card for 48 hours and if not utilised, they will be reversed as a safety measure. In this case, funds were loaded to your card on 20/03/2026 and reversed on 22/03/2026, however, you attempted to utilise the card on 23/03/2026. hence no transaction could go through successfully.
Please be advised that certain terms and conditions always apply, all of which are outlined in the policy documentation provided before and during your engagement with us. While we remain committed to assisting you wherever possible, this can only be done within the parameters of these terms. Oneplan adheres strictly to the Treating Customers Fairly (TCF) principles and ensures consistent and equitable treatment of all clients.
We trust this clarifies the matter and look forward to receiving the outstanding documentation so that the claim may be reviewed.
Kind regards,
Oneplan.