1 reviews | Active since May 2020
Oneplan's agents are extremely rude
I would like to lodge a complaint regarding unacceptable service and unprofessional conduct I experienced from one of your representatives Mxolisi.
Earlier this month, I took out Health insurance policy with Oneplan. A few days later, after further consideration, I decided to switch to Medical aid. I communicated my request to cancel the policy on time stipulated on my policy documents however, I only received a response a week later. The agent who contacted me, Mxolisi was extremely rude and unprofessional throughout the call. Instead of assisting me, he questioned me aggressively about why I went “shopping” for other options after taking out the policy. His tone was disrespectful, he even hung up while I was still explaining to him that I don't want the policy anymore. I clearly stated to him that I did not wish to be retained and that I was satisfied with the new medical aid I had taken. His response was shockingly unprofessional. He told me that I “must know” that I will still continue to pay for the policy for the remainder of the year and that he will only cancel it next year then he abruptly he hung up. This behaviour is completely unacceptable and does not reflect good service, empathy, or respect for customers. I am extremely disappointed by the experience. I request the following:
1. Immediate cancellation of my policy with no further deductions.
2. Confirmation in writing that the policy has been cancelled.
3. Investigation into the conduct of the agent, as no customer should be spoken to in this manner.
I trust that Oneplan will take this matter seriously and respond promptly.
Thank you for bringing this to matter our attention.
We sincerely regret the circumstances that led to your Hellopeter review and apologize for any inconvenience you have experienced.
At Oneplan, we value customer feedback as it helps us refine our services and processes to better meet your expectations. We have acknowledged your complaint and would like to clarify that the policy schedule states that "If you choose to cancel your policy within the cooling-off period, which spans seven (7) days from the date of your application, any premiums and fees that have been debited will be refunded to your nominated bank account. It is essential to note that the contract is established at Application stage, and, consequently, the seven (7) day period is calculated from this initial date."
It further states that "In the event of a cancellation request made prior to the policy’s commencement but more than seven days after the application, we require a notice period of one (1) month. During this notice period, premiums collected will not be subject to refund." In this case, the application of the policy was made on 03/11/2025 and the cancellation request was submitted on 14/11/2025, which means the request was submitted after the 7-day cooling off period and the notice period for the cancellation will apply in full and a debit will be processed for the premium.
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.
Upon accessing your policy, we have noted that the policy has been set to be cancelled as of 2026/01/01 in line with our standard terms and conditions. Confirmation of the cancellation has been sent via SMS and email to the details registered on the policy.
With regard to the experience you've had on the phone call, we have escalated this to the relevant department for further investigation and to be addressed accordingly.
We are disappointed to see you leave, but we trust that this explanation provides full clarity on the matter.
Kind regards,
Oneplan.
Thank you for bringing this to matter our attention.
We sincerely regret the circumstances that led to your Hellopeter review and apologize for any inconvenience you have experienced.
At Oneplan, we value customer feedback as it helps us refine our services and processes to better meet your expectations. We have acknowledged your complaint and would like to clarify that the policy schedule states that "If you choose to cancel your policy within the cooling-off period, which spans seven (7) days from the date of your application, any premiums and fees that have been debited will be refunded to your nominated bank account. It is essential to note that the contract is established at Application stage, and, consequently, the seven (7) day period is calculated from this initial date."
It further states that "In the event of a cancellation request made prior to the policy’s commencement but more than seven days after the application, we require a notice period of one (1) month. During this notice period, premiums collected will not be subject to refund." In this case, the application of the policy was made on 03/11/2025 and the cancellation request was submitted on 14/11/2025, which means the request was submitted after the 7-day cooling off period and the notice period for the cancellation will apply in full and a debit will be processed for the premium.
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.
Upon accessing your policy, we have noted that the policy has been set to be cancelled as of 2026/01/01 in line with our standard terms and conditions. Confirmation of the cancellation has been sent via SMS and email to the details registered on the policy.
With regard to the experience you've had on the phone call, we have escalated this to the relevant department for further investigation and to be addressed accordingly.
We are disappointed to see you leave, but we trust that this explanation provides full clarity on the matter.
Kind regards,
Oneplan.