CP
Cailyn P
1 reviews | Active since Oct 2022
28 Oct 2022, 08:39
Oneplan Insurance, insures a headache
There is a new issue every time I try to claim. Their app doesn't work, invoices need to be sent over the app over whatsapp and over email because nothing works and they "never" receive anything, claims have been "loaded" onto my card but the money never appeared or is not available to use, the agents in place to assist you cannot understand basic communication and give you a story that doesn't even relate to the complaint. I am pregnant and every time I need to claim it is stressful and I need to spend days trying to get in contact with someone who can actually assist me..... Terrible and unreliable.
Helpful (0)
Replies (3)0
Replies (3)
Oneplan Insurance's replyOfficial
28 Oct 2022, 09:15Good day Cailyn,
Thank you for taking the time to bring this to our attention.
We are sorry to hear of the circumstances under which your Hellopeter posting has reached us and we do apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Please note when claiming for a Maternity Pre-Birth Claim, the claim needs to be authorized first by the claims department before the funds are loaded. For any other day-to-day claims, funds are loaded within 60 seconds onto the Onecard, the system will pull the funds back if the funds are not utilized within 24 - 48 hours. Clients are still able to load new funds should the funds be reversed due to it not being utilized. This is just a security measure put in place since clients have access to load claim funds on the Onecard at any time.
Should a client experience any issues with uploading the invoice via the Oneplan App, we have various alternative platforms that one can use to upload the invoices. Invoices can be sent to us via Whatsapp on *** / App Chat or an email can be sent to ***.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions.
We have acknowledged your complaint and we have escalated the matter to the relevant department. This matter has been dealt as a priority; one of our consultants will be in contact with you.
Once again apologize for any inconvenience caused and hope to restore the experience.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
We are sorry to hear of the circumstances under which your Hellopeter posting has reached us and we do apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Please note when claiming for a Maternity Pre-Birth Claim, the claim needs to be authorized first by the claims department before the funds are loaded. For any other day-to-day claims, funds are loaded within 60 seconds onto the Onecard, the system will pull the funds back if the funds are not utilized within 24 - 48 hours. Clients are still able to load new funds should the funds be reversed due to it not being utilized. This is just a security measure put in place since clients have access to load claim funds on the Onecard at any time.
Should a client experience any issues with uploading the invoice via the Oneplan App, we have various alternative platforms that one can use to upload the invoices. Invoices can be sent to us via Whatsapp on *** / App Chat or an email can be sent to ***.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions.
We have acknowledged your complaint and we have escalated the matter to the relevant department. This matter has been dealt as a priority; one of our consultants will be in contact with you.
Once again apologize for any inconvenience caused and hope to restore the experience.
Kind Regards,
Oneplan
Oneplan Insurance's reply28 Oct 2022, 09:15
Official
Good day Cailyn,
Thank you for taking the time to bring this to our attention.
We are sorry to hear of the circumstances under which your Hellopeter posting has reached us and we do apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Please note when claiming for a Maternity Pre-Birth Claim, the claim needs to be authorized first by the claims department before the funds are loaded. For any other day-to-day claims, funds are loaded within 60 seconds onto the Onecard, the system will pull the funds back if the funds are not utilized within 24 - 48 hours. Clients are still able to load new funds should the funds be reversed due to it not being utilized. This is just a security measure put in place since clients have access to load claim funds on the Onecard at any time.
Should a client experience any issues with uploading the invoice via the Oneplan App, we have various alternative platforms that one can use to upload the invoices. Invoices can be sent to us via Whatsapp on *** / App Chat or an email can be sent to ***.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions.
We have acknowledged your complaint and we have escalated the matter to the relevant department. This matter has been dealt as a priority; one of our consultants will be in contact with you.
Once again apologize for any inconvenience caused and hope to restore the experience.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
We are sorry to hear of the circumstances under which your Hellopeter posting has reached us and we do apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Please note when claiming for a Maternity Pre-Birth Claim, the claim needs to be authorized first by the claims department before the funds are loaded. For any other day-to-day claims, funds are loaded within 60 seconds onto the Onecard, the system will pull the funds back if the funds are not utilized within 24 - 48 hours. Clients are still able to load new funds should the funds be reversed due to it not being utilized. This is just a security measure put in place since clients have access to load claim funds on the Onecard at any time.
Should a client experience any issues with uploading the invoice via the Oneplan App, we have various alternative platforms that one can use to upload the invoices. Invoices can be sent to us via Whatsapp on *** / App Chat or an email can be sent to ***.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions.
We have acknowledged your complaint and we have escalated the matter to the relevant department. This matter has been dealt as a priority; one of our consultants will be in contact with you.
Once again apologize for any inconvenience caused and hope to restore the experience.
Kind Regards,
Oneplan
CP
Cailyn P's updateReviewer Update
28 Oct 2022, 09:50You give the same response as your agents that are supposed to assist me. This just proves my point! Obviously all Oneplan can do is read off a paper of possible problems and the response to give. How about listening to your clients instead of giving a robot response.
I am well aware that my pre-birth claims need to be authorized. It has been more than 48 hours without a word regarding my claim.
You are so proud as a company and promote an amazing app for your clients convenience, yet it never works. What's so convenient about that?
This is directly off your website:
CLAIMS MANAGED IN
THE PALM OF YOUR HAND
Our FREE Oneplan App allows you to easily claim from your phone. No calls. No holding. Fast and easy claims.
FAST AND EASY CLAIMS
Simply snap and upload a photo of your invoice on the app to submit your claim in seconds.
EASY CLAIMS MANAGEMENT
Access and manage your claims and related information in one easy to access place with the app.
CHAT IN APP
Communicate directly with our top rated customer service team through chat in the app.
It's false advertising.
Shall I continue???
"Thank you" for your "apology for any inconvenience".
I am well aware that my pre-birth claims need to be authorized. It has been more than 48 hours without a word regarding my claim.
You are so proud as a company and promote an amazing app for your clients convenience, yet it never works. What's so convenient about that?
This is directly off your website:
CLAIMS MANAGED IN
THE PALM OF YOUR HAND
Our FREE Oneplan App allows you to easily claim from your phone. No calls. No holding. Fast and easy claims.
FAST AND EASY CLAIMS
Simply snap and upload a photo of your invoice on the app to submit your claim in seconds.
EASY CLAIMS MANAGEMENT
Access and manage your claims and related information in one easy to access place with the app.
CHAT IN APP
Communicate directly with our top rated customer service team through chat in the app.
It's false advertising.
Shall I continue???
"Thank you" for your "apology for any inconvenience".
CP
Cailyn P's update28 Oct 2022, 09:50
Reviewer Update
You give the same response as your agents that are supposed to assist me. This just proves my point! Obviously all Oneplan can do is read off a paper of possible problems and the response to give. How about listening to your clients instead of giving a robot response.
I am well aware that my pre-birth claims need to be authorized. It has been more than 48 hours without a word regarding my claim.
You are so proud as a company and promote an amazing app for your clients convenience, yet it never works. What's so convenient about that?
This is directly off your website:
CLAIMS MANAGED IN
THE PALM OF YOUR HAND
Our FREE Oneplan App allows you to easily claim from your phone. No calls. No holding. Fast and easy claims.
FAST AND EASY CLAIMS
Simply snap and upload a photo of your invoice on the app to submit your claim in seconds.
EASY CLAIMS MANAGEMENT
Access and manage your claims and related information in one easy to access place with the app.
CHAT IN APP
Communicate directly with our top rated customer service team through chat in the app.
It's false advertising.
Shall I continue???
"Thank you" for your "apology for any inconvenience".
I am well aware that my pre-birth claims need to be authorized. It has been more than 48 hours without a word regarding my claim.
You are so proud as a company and promote an amazing app for your clients convenience, yet it never works. What's so convenient about that?
This is directly off your website:
CLAIMS MANAGED IN
THE PALM OF YOUR HAND
Our FREE Oneplan App allows you to easily claim from your phone. No calls. No holding. Fast and easy claims.
FAST AND EASY CLAIMS
Simply snap and upload a photo of your invoice on the app to submit your claim in seconds.
EASY CLAIMS MANAGEMENT
Access and manage your claims and related information in one easy to access place with the app.
CHAT IN APP
Communicate directly with our top rated customer service team through chat in the app.
It's false advertising.
Shall I continue???
"Thank you" for your "apology for any inconvenience".
Oneplan Insurance's replyOfficial
28 Oct 2022, 13:39Good day Cailyn,
We are sorry to hear about your dissatisfaction and opinion that you have developed regarding Oneplan. Should you wish to escalate this further, if you believe that you have been treated unfairly, we encourage you to do so. We at Oneplan, pride ourselves on treating customers fairly and equitably. Please escalate your matter to our compliance department who is an independent department. You can send an email to ***. Our compliance department will investigate this for you and respond accordingly.
Kind Regards,
Oneplan
We are sorry to hear about your dissatisfaction and opinion that you have developed regarding Oneplan. Should you wish to escalate this further, if you believe that you have been treated unfairly, we encourage you to do so. We at Oneplan, pride ourselves on treating customers fairly and equitably. Please escalate your matter to our compliance department who is an independent department. You can send an email to ***. Our compliance department will investigate this for you and respond accordingly.
Kind Regards,
Oneplan
Oneplan Insurance's reply28 Oct 2022, 13:39
Official
Good day Cailyn,
We are sorry to hear about your dissatisfaction and opinion that you have developed regarding Oneplan. Should you wish to escalate this further, if you believe that you have been treated unfairly, we encourage you to do so. We at Oneplan, pride ourselves on treating customers fairly and equitably. Please escalate your matter to our compliance department who is an independent department. You can send an email to ***. Our compliance department will investigate this for you and respond accordingly.
Kind Regards,
Oneplan
We are sorry to hear about your dissatisfaction and opinion that you have developed regarding Oneplan. Should you wish to escalate this further, if you believe that you have been treated unfairly, we encourage you to do so. We at Oneplan, pride ourselves on treating customers fairly and equitably. Please escalate your matter to our compliance department who is an independent department. You can send an email to ***. Our compliance department will investigate this for you and respond accordingly.
Kind Regards,
Oneplan