1 reviews | Active since Sept 2013
Oneplan no longer the plan for me
After more than 10 years as a proud Oneplan client any goodwill has been obliterated by the treatment I received from Oneplan. Hereby follows my tale of woe. Went to the same dentist for the 2nd time, who submitted on the 6th day but had written QUOTE instead of INVOICE. Yes this was a mistake on the dentist part, and they did take long, but I contacted One Plan to say I was busy with it and they also contacted the Dentist on my behalf. (This was the head of the customer care unit R Naidoo who went above and beyond to assist me) So my policy was suspended....... Obviously I was concerned and contacted the whatsapp line daily to ask them if they saw the new invoice, they would say no they cannot see the invoice or just not respond on whatsapp. Then in the late afternoon I would received an email to say the invoice did not meet the standard without details outlining the actual problem . In the mean time I am getting daily sms and emails telling me the invoice is outstanding even though it was submitted. I felt harassed and stressed as my policy was still suspended. I eventually asked the customer care head (R Naidoo) to assist me. I sent him the updated invoice and he walked it to claims. The harassment continued via sms and email. I emailed him again and he went to investigate on my behalf. As I suspected the invoice was suspended in cyber space and was not allocated to my account. After that fiasco I checked my oneplan App and was shocked and angered to see that they approved the R690 but the balance of the R300 from the original R1000 that was allocated to my card was rejected which means I still couldnt use my policy. Eventually that to got sorted. Is this the new oneplan who has staff that are unable : to communicate with compassion and professionalism to check my profile to see that I have never had such and issue before to reason and probe to unblock a problem I take my hat to R Naidoo as I have no doubt if he did not assist me my policy would still be suspended , however one person cannot overcome the unprofessional behaviour I experienced from the host of other one plan staff that interacted with me. Its time for me to find another organisation that will teat me with kindness and dignity, imagine if I had to fight like this and I had a life threatening medical situation.......
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.
We have attempted to contact you on the phone number listed to discuss your concerns, however, the call rings until it goes to voicemail.
While we’re incredibly grateful to hear that R. Naidoo was able to support you, we sincerely regret that the broader experience—from the delayed responses, to the ongoing notifications and lack of clarity—caused you to feel harassed and unsupported. This is not the level of care or professionalism any client should have.
We will be using your experience to review our internal processes, particularly around the handling of claims through our Oneplan app.
Please know that we deeply value the trust you’ve placed in us over the years and regardless of your next step, we thank you for your years with Oneplan and for giving us the chance to serve you and your health needs.
Once again, we apologize for any inconvenience caused and are saddened to hear that you may be considering cancelling your policy with us.
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.
We have attempted to contact you on the phone number listed to discuss your concerns, however, the call rings until it goes to voicemail.
While we’re incredibly grateful to hear that R. Naidoo was able to support you, we sincerely regret that the broader experience—from the delayed responses, to the ongoing notifications and lack of clarity—caused you to feel harassed and unsupported. This is not the level of care or professionalism any client should have.
We will be using your experience to review our internal processes, particularly around the handling of claims through our Oneplan app.
Please know that we deeply value the trust you’ve placed in us over the years and regardless of your next step, we thank you for your years with Oneplan and for giving us the chance to serve you and your health needs.
Once again, we apologize for any inconvenience caused and are saddened to hear that you may be considering cancelling your policy with us.
Kind Regards,
Oneplan.