ND
Na D
1 reviews | Active since Oct 2018
22 Aug 2022, 12:10
OnePlan makes life hard
Absolutely pathetic company. For every single thing we get a rejection claim stating "clear invoice required". We take a clear picture and upload but still must send a "clear invoice". They do not have a proper system in place but it becomes our problem. This is in addition to all the other problems we experience, such as a clear statement and/or invoice from a pharmacist showing we paid for items, they will then request a stamp. This is such an inconvenience for multiple reasons i.e. some places might not have stamps or if it's not stamp, we then must go back to the place we got treatment from/pharmacist just to get a stamp. This company makes life difficult rather than easier, that's why we pay our monthly premiums, so that they can make our lives easier in certain aspects, but this is clearly not done. Do not recommend this company one bit. People should rather join medical aids as it is much less hassle.
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Replies (3)
Oneplan Insurance's replyOfficial
22 Aug 2022, 13:15Good day Na De,
Thank you for taking the time to bring this to our attention. We do apologize for any inconvenience which has been caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note 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 ***. A detailed legible invoice is required for claims to be processed accordingly and the reason for this is for auditing purposes on our side and to prevent *****. Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us.
We have acknowledged your complaint and we are dealing with it accordingly. We will be in contact with you at the requested time.
Once again, we apologize for any inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention. We do apologize for any inconvenience which has been caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note 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 ***. A detailed legible invoice is required for claims to be processed accordingly and the reason for this is for auditing purposes on our side and to prevent *****. Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us.
We have acknowledged your complaint and we are dealing with it accordingly. We will be in contact with you at the requested time.
Once again, we apologize for any inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan
Oneplan Insurance's reply22 Aug 2022, 13:15
Official
Good day Na De,
Thank you for taking the time to bring this to our attention. We do apologize for any inconvenience which has been caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note 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 ***. A detailed legible invoice is required for claims to be processed accordingly and the reason for this is for auditing purposes on our side and to prevent *****. Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us.
We have acknowledged your complaint and we are dealing with it accordingly. We will be in contact with you at the requested time.
Once again, we apologize for any inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention. We do apologize for any inconvenience which has been caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note 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 ***. A detailed legible invoice is required for claims to be processed accordingly and the reason for this is for auditing purposes on our side and to prevent *****. Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us.
We have acknowledged your complaint and we are dealing with it accordingly. We will be in contact with you at the requested time.
Once again, we apologize for any inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan
ND
Na D's updateReviewer Update
22 Aug 2022, 13:27You need a proper legible invoice is well acknowledged, but if you have a system in place in which to submit the invoice, i.e. your app in which the refund claim is done, then your app needs to be functioning properly to view the invoices rather than saying that we must send things through alternative ways, which always happens. Don't try and cover up if you do not have a proper app in place and make it seem like we are at fault because we did not send via whatsapp or email. If that is the case, then do away with submitting invoices via your app and doing a claim refund on your app and stick to either whatsapp or email. This is not the first time that we have to go through the extra effort and submit by another means and not have your app sorted out, and clearly since the last we had this issue, it has not been sorted out.
ND
Na D's update22 Aug 2022, 13:27
Reviewer Update
You need a proper legible invoice is well acknowledged, but if you have a system in place in which to submit the invoice, i.e. your app in which the refund claim is done, then your app needs to be functioning properly to view the invoices rather than saying that we must send things through alternative ways, which always happens. Don't try and cover up if you do not have a proper app in place and make it seem like we are at fault because we did not send via whatsapp or email. If that is the case, then do away with submitting invoices via your app and doing a claim refund on your app and stick to either whatsapp or email. This is not the first time that we have to go through the extra effort and submit by another means and not have your app sorted out, and clearly since the last we had this issue, it has not been sorted out.
Oneplan Insurance's replyOfficial
22 Aug 2022, 15:32Good day Na De,
Thank you for reaching out to us.
We sincerely apologize for any inconvenience which has been caused as we understand your frustration.
Kindly note that our IT department is working timeously to have the issue resolved as in same cases the file/image that is uploaded via the App is too large therefore the information is not very clear on our side. Due to this we inform our clients on the alternative options that one can use to upload the invoices.
We have noted your concerns with regards to the App and we hope to have the app issue resolved as soon as possible as
Kind Regards,
Oneplan
Thank you for reaching out to us.
We sincerely apologize for any inconvenience which has been caused as we understand your frustration.
Kindly note that our IT department is working timeously to have the issue resolved as in same cases the file/image that is uploaded via the App is too large therefore the information is not very clear on our side. Due to this we inform our clients on the alternative options that one can use to upload the invoices.
We have noted your concerns with regards to the App and we hope to have the app issue resolved as soon as possible as
Kind Regards,
Oneplan
Oneplan Insurance's reply22 Aug 2022, 15:32
Official
Good day Na De,
Thank you for reaching out to us.
We sincerely apologize for any inconvenience which has been caused as we understand your frustration.
Kindly note that our IT department is working timeously to have the issue resolved as in same cases the file/image that is uploaded via the App is too large therefore the information is not very clear on our side. Due to this we inform our clients on the alternative options that one can use to upload the invoices.
We have noted your concerns with regards to the App and we hope to have the app issue resolved as soon as possible as
Kind Regards,
Oneplan
Thank you for reaching out to us.
We sincerely apologize for any inconvenience which has been caused as we understand your frustration.
Kindly note that our IT department is working timeously to have the issue resolved as in same cases the file/image that is uploaded via the App is too large therefore the information is not very clear on our side. Due to this we inform our clients on the alternative options that one can use to upload the invoices.
We have noted your concerns with regards to the App and we hope to have the app issue resolved as soon as possible as
Kind Regards,
Oneplan