LB
Lez B
1 reviews | Active since Dec 2019
06 Mar 2026, 16:11
Oneplan used to be fantastic - no issues, however things seemed to have changed drastically
Oneplan used to be fantastic - no issues, however things seemed to have changed drastically. When trying to reach an agent, you wait very long, only to talk to someone who does not seem interested in helping you whatsoever. I have probably tried 3 times now to submit a claim for refund, and every time I’m assured someone will get back to me. Yet here we are, almost a week later and still nothing. No communication. When resubmitting AGAIN, the agent had no clue about the previous log; which means it was never processed. It’s sad as they were one so on top of things and the customer support was off the charts and any claims / issue was resolved with communication and friendliness.
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Oneplan Insurance's replyOfficial
06 Mar 2026, 19:19Hi Lez,
Thank you for taking the time to share your experience with us. We are truly sorry to hear about the difficulties you’ve faced recently, especially after previously receiving service that met your expectations. Your feedback is important, and we want to sincerely apologise for the delays, lack of communication, and the frustration this has caused.
What you’ve described is not the standard of service we aim to provide. You should never have to wait repeatedly for assistance, resubmit the same request multiple times, or feel that your concerns are not being acknowledged. We understand how disappointing it must be to feel that our service has changed, and we genuinely regret that this has been your experience.
Please be assured that we take your feedback seriously. We are constantly reviewing our support processes to ensure that claims are logged correctly, followed up promptly, and that communication remains consistent and transparent.
Thank you for raising this with us. We appreciate your patience, and we are committed to restoring the level of service you rightfully expect from Oneplan.
Kind regards,
Oneplan.
Kind regards,
Oneplan.
Oneplan Insurance's reply06 Mar 2026, 19:19
Official
Hi Lez,
Thank you for taking the time to share your experience with us. We are truly sorry to hear about the difficulties you’ve faced recently, especially after previously receiving service that met your expectations. Your feedback is important, and we want to sincerely apologise for the delays, lack of communication, and the frustration this has caused.
What you’ve described is not the standard of service we aim to provide. You should never have to wait repeatedly for assistance, resubmit the same request multiple times, or feel that your concerns are not being acknowledged. We understand how disappointing it must be to feel that our service has changed, and we genuinely regret that this has been your experience.
Please be assured that we take your feedback seriously. We are constantly reviewing our support processes to ensure that claims are logged correctly, followed up promptly, and that communication remains consistent and transparent.
Thank you for raising this with us. We appreciate your patience, and we are committed to restoring the level of service you rightfully expect from Oneplan.
Kind regards,
Oneplan.
Kind regards,
Oneplan.