mJ
marius J
1 reviews | Active since Mar 2015
21 Jun 2019, 11:13
oneplan health insurance unproffesional service
In December 2018 I submitted a claim for a doctors visit and also for scripted medication. then I received a sms that the claim was declined with *** and it also said that a consultant will contact me. Until today a consultant never contacted me. That is very unprofessional service from ONEPLAN. If this issue is not solved by early next week I will contact the UMBUDSMAN to solve it. At this stage I cannot see what the use is to have insurance where you get unprofessional service and also not getting what you are paying for. So yes ONEPLAN and I are going to have a fight because of this and then I will finally decide whether to cancel or not? My policy number is:***
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Replies (5)
Oneplan Insurance's replyOfficial
21 Jun 2019, 11:45Good day Marius,
We're truly sorry for the inconvenience which has been caused due to this.
Kindly note that we do see that 2 claims were loaded in December 2018 however, as the funds were not used within 48 hours; the system had declined the claims and a system generated SMS was sent to notify you of this.
We do apologize that you were not contacted in this regard however, the claims may have simply been reloaded via the app in which funds would have dropped within 60 seconds.
Kind regards
The Oneplan Team
We're truly sorry for the inconvenience which has been caused due to this.
Kindly note that we do see that 2 claims were loaded in December 2018 however, as the funds were not used within 48 hours; the system had declined the claims and a system generated SMS was sent to notify you of this.
We do apologize that you were not contacted in this regard however, the claims may have simply been reloaded via the app in which funds would have dropped within 60 seconds.
Kind regards
The Oneplan Team
Oneplan Insurance's reply21 Jun 2019, 11:45
Official
Good day Marius,
We're truly sorry for the inconvenience which has been caused due to this.
Kindly note that we do see that 2 claims were loaded in December 2018 however, as the funds were not used within 48 hours; the system had declined the claims and a system generated SMS was sent to notify you of this.
We do apologize that you were not contacted in this regard however, the claims may have simply been reloaded via the app in which funds would have dropped within 60 seconds.
Kind regards
The Oneplan Team
We're truly sorry for the inconvenience which has been caused due to this.
Kindly note that we do see that 2 claims were loaded in December 2018 however, as the funds were not used within 48 hours; the system had declined the claims and a system generated SMS was sent to notify you of this.
We do apologize that you were not contacted in this regard however, the claims may have simply been reloaded via the app in which funds would have dropped within 60 seconds.
Kind regards
The Oneplan Team
mJ
marius J's updateReviewer Update
21 Jun 2019, 14:02This is not acceptable, I paid for the doctors fees out of my own pocket and there after I immediately submitted the claim. Can you be more specific what I have should of done after submitting? Easy to blame the "SYSTEM"? WHO is the system????????????????????? and can I speak to this system so that this system can sort this ****. Your system is indeed very unprofessional!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
mJ
marius J's update21 Jun 2019, 14:02
Reviewer Update
This is not acceptable, I paid for the doctors fees out of my own pocket and there after I immediately submitted the claim. Can you be more specific what I have should of done after submitting? Easy to blame the "SYSTEM"? WHO is the system????????????????????? and can I speak to this system so that this system can sort this ****. Your system is indeed very unprofessional!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Oneplan Insurance's replyOfficial
24 Jun 2019, 16:09Please note that card claims were loaded via the app by you and not refund claims hence the claims being declined after 48 hours of the funds not being used.
Kind regards
The Oneplan Team
Kind regards
The Oneplan Team
Oneplan Insurance's reply24 Jun 2019, 16:09
Official
Please note that card claims were loaded via the app by you and not refund claims hence the claims being declined after 48 hours of the funds not being used.
Kind regards
The Oneplan Team
Kind regards
The Oneplan Team
mJ
marius J's updateReviewer Update
27 Jun 2019, 11:59Thanks for the response. I am still not satisfied because so far a consultant have not contacted me regarding the complaint. I would like the exact claiming procedure to be explained to me in detail. Or is that asking for to much? Is this the way you people operate by not valuing your clients? by not to assist them with necessary info and details. Do I really have to get a 3rd party to assist with this matter? I did consult with the ombudsman and has been advised that if Oneplan does not solve this matter to my satisfaction then I can take the issue further with the ombudsman which is making perfect sense to me. This will be my last response. The rest is up to Oneplan for how this matter will be sorted out, and believe you me, I will carry on until I am satisfied. Try me!
mJ
marius J's update27 Jun 2019, 11:59
Reviewer Update
Thanks for the response. I am still not satisfied because so far a consultant have not contacted me regarding the complaint. I would like the exact claiming procedure to be explained to me in detail. Or is that asking for to much? Is this the way you people operate by not valuing your clients? by not to assist them with necessary info and details. Do I really have to get a 3rd party to assist with this matter? I did consult with the ombudsman and has been advised that if Oneplan does not solve this matter to my satisfaction then I can take the issue further with the ombudsman which is making perfect sense to me. This will be my last response. The rest is up to Oneplan for how this matter will be sorted out, and believe you me, I will carry on until I am satisfied. Try me!
Oneplan Insurance's replyOfficial
27 Jun 2019, 12:43Kindly note that an agent will be in contact within today regarding the claims in question.
Kind regards
The Oneplan Team
Kind regards
The Oneplan Team
Oneplan Insurance's reply27 Jun 2019, 12:43
Official
Kindly note that an agent will be in contact within today regarding the claims in question.
Kind regards
The Oneplan Team
Kind regards
The Oneplan Team