1 reviews | Active since Dec 2018
PATHETIC SERVICE AND FALSE INFORMATION - REFUSING TO REFUND WITHING COOL OFF PERIOD
I AM VERY DISSATISFIED WITH ONEPLAN. I DID AN ONLINE APPLICATION END OF MAY AND RECEIVED POLICY DOCUMENTS ON 9 JUNE. WHERE I PHONED IN ON THE SAME DAY TO CANCEL THE POLICY/PUT ON HOLD DUE TO FINANCIAL UNFORSEEN CIRCUMSTANCES. I HAVE BEEN ON THE LINE WITH ONEPLAN FOR 2 DAYS. A DEBICHECK WERE DEDUCTED AND I NEVER ACCEPTED THE MANDATES. THE AGENT I SPOKE TO TODAY ADVISED ME THAT THEY CAN NOT CANCEL AND REFUND THE AMOUNTS DEDUCTED BUT WHAT YOUR AGENTS SAYS, IS NOT THE TERMS AND CONDITIOONS ON THE CANCELATION COLLING OFF PERIOD POLICY.
THE FOLLOWING IS AS QUOTED ON THE ONEPLAN TERMS AND CONFITIONS: PREMIUM REFUNDS: "Should a monthly policy be cancelled in writing within the first 30 days of the date of application (cooling off period), the premium and initiation fee will be refundable if it has been deducted from my nominated bank account. If the policy is cancelled after the thirty-day (30) day cooling off period, a one calendar month written notification period will apply and the policy will only be cancelled thirty (30) days after the first day of the following month. I understand that my premium will only be refunded thirty (30) days after it has been deducted and I may need to submit supporting documentation before any refunds are granted."
i WANT MY REFUND FOR MY MEDICAL AND PET INSURANCE WITHIN 24 HOURS OR i WILL GET A 3RD PARTY TO TAKE FURTHER STEPS. AND WITH FURTHER INVESTIGATION REGARDING FALSE INFORMATION PROVIDED ON YOUR ONLINE ADVERTISING.
YOU ARE WELCOME TO CONTACT ME TO RESOLVE THIS IN A DECENT MANNER OR ELSE i WILL HAVE NO CHOICE THAN TO PROCEED WITH LEGAL ACTION.
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Please note that none of our terms includes a 30-day cooling off period as our product is an insurance product governed by the PPR’s which infers that an insurance contract with cover periods less than 31 days are not subject to the 31-day cooling off period. We have further provided for this clause in our contractual agreements. As you have contracted on the 9th of June 2022 you were afforded 7 days cooling off period which entitled you to an unconditional refund should we have collected your premium and should you not have claimed.
Your policy wording with the clauses relevant to the contract we have entered was sent to you on the 9th of June, almost a month before the inception. The contractual agreement therefore provides for you to cancel within these 7 days after which it takes effect, and you are required to provide a 30-day cancellation notice period. We have further investigated policy terms and conditions that were sent to you and there is no term that states a 30-day cooling off period. As per our policy schedule it states that should you cancel your policy within the cooling off period (seven (7) days from the date of application), any premiums and fees that have been debited will be refunded to your nominated bank account.
You may forward the documents under dispute to our compliance department who will review the errors and provide feedback and restitution, should there be any, as soon as possible. Please forward this to ***.
Once again, we apologize for any inconvenience caused.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Please note that none of our terms includes a 30-day cooling off period as our product is an insurance product governed by the PPR’s which infers that an insurance contract with cover periods less than 31 days are not subject to the 31-day cooling off period. We have further provided for this clause in our contractual agreements. As you have contracted on the 9th of June 2022 you were afforded 7 days cooling off period which entitled you to an unconditional refund should we have collected your premium and should you not have claimed.
Your policy wording with the clauses relevant to the contract we have entered was sent to you on the 9th of June, almost a month before the inception. The contractual agreement therefore provides for you to cancel within these 7 days after which it takes effect, and you are required to provide a 30-day cancellation notice period. We have further investigated policy terms and conditions that were sent to you and there is no term that states a 30-day cooling off period. As per our policy schedule it states that should you cancel your policy within the cooling off period (seven (7) days from the date of application), any premiums and fees that have been debited will be refunded to your nominated bank account.
You may forward the documents under dispute to our compliance department who will review the errors and provide feedback and restitution, should there be any, as soon as possible. Please forward this to ***.
Once again, we apologize for any inconvenience caused.
Kind Regards,
Oneplan