Pathetic customer service

Item: Oneplan Insurance
Rating: 1
Author: Esha P

I've been with OnePlan for just over a year. The beginning they were nice, decent, somewhat helpful. Experienced certain issues whereby my funds didn't get loaded on time or there was an issue with additional payment. Since October 2025, I've changed my debit dates due to new employment to the 1st of every month. I've even asked them if it falls under a weekend when does the money get deducted, with which their response was "The next working day", which is all well and good.

Since October 2025 till date, I've had issues with OnePlan deducting my account before the 1st of every month, sending my bank account in an overdraft.

I've called them multiple times, whereby I've been told I'd get a call back from a manager. It's been well over 2 months, and still no call back.

Their service is pathetic, and the communication skills are lacking.

Very disappointed.

Helpful (0)

Replies (1)

Oneplan Insurance's replyOfficial

02 Mar 2026, 07:30

Dear Esha,

Thank you for bringing this matter to our attention.

We acknowledge receipt of your complaint and regret any inconvenience you may have experienced.

Please note that section 8 of the policy schedule, under the heading “What is your monthly premium?”, point 7 states: Where the agreed-upon collection date falls on a non-business day, such as a Sunday or a Public Holiday, Oneplan may start collecting from the business day preceding the non-business day, from your bank account.

Accordingly, in months where your selected payment date fell on a Sunday, the debit was processed on the business day prior.

Please be advised that all applicable terms and conditions form part of your policy documentation and remain in effect throughout your relationship with us. We will continue to assist you within the framework of these terms. We are committed to our Treating Customers Fairly principles and will take all reasonable steps to ensure fair and consistent treatment of our clients.

We apologise once again for your experience.

Kind regards,
Oneplan.

Oneplan Insurance's reply02 Mar 2026, 07:30

Official