1 reviews | Active since Mar 2017
Oneplan ****
<p>Im writing this on behalf of my mum. I am currently visiting from the UK and asked my mum about her health insurance.</p> <p> </p> <p>She told me that her account has just been suspended because of a missed payment. At first I wasn't too bothered and just rep**** by saying 'you better restart and continue because you may need to claim at some point.' To my amazement she told me that all her previous payments are now worth nothing, having never claimed. </p> <p> </p> <p>Coming from the UK, I thought she must be joking. What kind of business would treat people like this?</p> <p>Me thinking about a fair arrangement. Maybe she would be able to resume her account but with certain conditions or maybe just a penalty fee.</p> <p> </p> <p>Unfortunately not.</p> <p> </p> <p>Oneplan had no intention of meeting halfway. I decided to have an online chat with a service agent and this is what they said (see screen shots of script below). Please note I was writing for my mum, with her asking the questions. She is not tech savvy.</p> <p> </p> <p>I hope this review brings a lot of negative attention to Oneplan.</p>
I did input a screen shot of the online chat with the answers from the service agent but it does not appear to be visible.
I did input a screen shot of the online chat with the answers from the service agent but it does not appear to be visible.
Hi Grant,
Thank you for taking the time to bring this to our attention, and for taking our call.
Should a client miss a payment on their policy we offer a 15 day grace period in which the policy is not suspended, should payment not be received within this grace period the policy is then suspended. We then allow the policy to stay in a suspended state and attempt to recover the outstanding premiums on the next scheduled debit date.
In the case of your mom’s policy both premiums were missed which means that there would be a break in cover and hence the reason for the policy being cancelled, however we can understand that these things do happen and are happy to offer a premium holiday and re-instate the policy should the outstanding amount be paid in full.
We trust that all is in order and hope that you mom is well.
Kind Regards
OnePlan
Hi Grant,
Thank you for taking the time to bring this to our attention, and for taking our call.
Should a client miss a payment on their policy we offer a 15 day grace period in which the policy is not suspended, should payment not be received within this grace period the policy is then suspended. We then allow the policy to stay in a suspended state and attempt to recover the outstanding premiums on the next scheduled debit date.
In the case of your mom’s policy both premiums were missed which means that there would be a break in cover and hence the reason for the policy being cancelled, however we can understand that these things do happen and are happy to offer a premium holiday and re-instate the policy should the outstanding amount be paid in full.
We trust that all is in order and hope that you mom is well.
Kind Regards
OnePlan
Hello Oneplan,
Thank you for the prompt reply and for a call back where a lot of information was explained and a suitable outcome discussed.
As yet I still await the email confirming the details discussed during the phone call.
For the readers:
It was agreed that my mums plan would resume as normal upon payment of the outstanding amounts.
The service agent promised to:
email these details along with the outstanding amount and account details for deposit
And
A breakdown of the cover details.
As yet The email is yet to arrive.
Please get hold of me on **********
Hello Oneplan,
Thank you for the prompt reply and for a call back where a lot of information was explained and a suitable outcome discussed.
As yet I still await the email confirming the details discussed during the phone call.
For the readers:
It was agreed that my mums plan would resume as normal upon payment of the outstanding amounts.
The service agent promised to:
email these details along with the outstanding amount and account details for deposit
And
A breakdown of the cover details.
As yet The email is yet to arrive.
Please get hold of me on **********
Hi Grant,
Please accept our sincere apologies for the delay in sending the email.
Please note that the email has been sent to your direct mailbox with all the information you had requested.
We eagerly await your response so that we may re-instate your mom's cover.
Kind Regards
OnePlan
Hi Grant,
Please accept our sincere apologies for the delay in sending the email.
Please note that the email has been sent to your direct mailbox with all the information you had requested.
We eagerly await your response so that we may re-instate your mom's cover.
Kind Regards
OnePlan
To date oneplan have been excellent with communication. I helped my mum make her outstanding payments and oneplan have confirmed receipt of this.
We are just waiting for oneplan to confirm that my mum is reinstated on her original scheme.
I look forward to the next response.
To date oneplan have been excellent with communication. I helped my mum make her outstanding payments and oneplan have confirmed receipt of this.
We are just waiting for oneplan to confirm that my mum is reinstated on her original scheme.
I look forward to the next response.
Everything has been sorted out. Thank you very much oneplan for taking the time to deal with our issue. The communication was excellent and so was the final result. My mum has been reinstated and all payments are up to date. Business to continue as normal.
Oneplan have been excellent in helping my mum and I hope the readers of this column take reassurance that Oneplan are great and are really nice to deal with.
Everything has been sorted out. Thank you very much oneplan for taking the time to deal with our issue. The communication was excellent and so was the final result. My mum has been reinstated and all payments are up to date. Business to continue as normal.
Oneplan have been excellent in helping my mum and I hope the readers of this column take reassurance that Oneplan are great and are really nice to deal with.