WR
Wynand R
1 reviews | Active since Sept 2009
07 Dec 2021, 05:58
Paying for cover but not covered at all
I would like to find out why my claim will not be covered.
Please tell me how an item inside my house can get struck by lightning? So basically I am not covered even though I pay to be covered. This is a natural cause that broke my decoder, but since lighting did not come into my house to strike the decoder, I am not covered. This really makes no sense and I feel I am paying for nothing. At this moment I am extremely irate and disgusted with your service and I would like to get a response ASAP. No one goes into the app permanently to check all this details. I was advised to re-upload my car’s required pictures and it would be validated. I did this and to my surprise, its still pending validation. This is now pending validation 2 months. So 2 months I am paying for a service and I am not covered at all.
Get this sorted NOW.
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Replies (1)
Oneplan Insurance's replyOfficial
07 Dec 2021, 09:28Good day Wynand,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Upon investigation we discovered that lightning did not strike the decoder directly, it struck outside of the house. The direct result of the lighting strike is a power surge. Kindly note as per your policy schedule power surges is a general exclusion on the policy. The claim for the DSTV decoder was registered on the 06 December 2021, however prior to this the DSTV decoder was not validated as we did not receive any images of the decoder. Only items that we receive images of are covered subject to our policy terms and conditions.
Kindly note that the DSTV decoder forms part of a third party contract, since there is a monthly service fee that is paid to the Service Provider for the use of the decoder therefore the item is not covered as Oneplan does not cover items that form part of third party contracts for daily use or operation, decoder's / Wi-Fi routers etc., will form part of these items.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. Please note that this is by no means a ploy to refuse payment of the claim as we will assist with all we can in line with our terms and conditions.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for the inconvenience caused and we hope to resolve the matter as soon as possible.
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Upon investigation we discovered that lightning did not strike the decoder directly, it struck outside of the house. The direct result of the lighting strike is a power surge. Kindly note as per your policy schedule power surges is a general exclusion on the policy. The claim for the DSTV decoder was registered on the 06 December 2021, however prior to this the DSTV decoder was not validated as we did not receive any images of the decoder. Only items that we receive images of are covered subject to our policy terms and conditions.
Kindly note that the DSTV decoder forms part of a third party contract, since there is a monthly service fee that is paid to the Service Provider for the use of the decoder therefore the item is not covered as Oneplan does not cover items that form part of third party contracts for daily use or operation, decoder's / Wi-Fi routers etc., will form part of these items.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. Please note that this is by no means a ploy to refuse payment of the claim as we will assist with all we can in line with our terms and conditions.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for the inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan
Oneplan Insurance's reply07 Dec 2021, 09:28
Official
Good day Wynand,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Upon investigation we discovered that lightning did not strike the decoder directly, it struck outside of the house. The direct result of the lighting strike is a power surge. Kindly note as per your policy schedule power surges is a general exclusion on the policy. The claim for the DSTV decoder was registered on the 06 December 2021, however prior to this the DSTV decoder was not validated as we did not receive any images of the decoder. Only items that we receive images of are covered subject to our policy terms and conditions.
Kindly note that the DSTV decoder forms part of a third party contract, since there is a monthly service fee that is paid to the Service Provider for the use of the decoder therefore the item is not covered as Oneplan does not cover items that form part of third party contracts for daily use or operation, decoder's / Wi-Fi routers etc., will form part of these items.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. Please note that this is by no means a ploy to refuse payment of the claim as we will assist with all we can in line with our terms and conditions.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for the inconvenience caused and we hope to resolve the matter as soon as possible.
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Upon investigation we discovered that lightning did not strike the decoder directly, it struck outside of the house. The direct result of the lighting strike is a power surge. Kindly note as per your policy schedule power surges is a general exclusion on the policy. The claim for the DSTV decoder was registered on the 06 December 2021, however prior to this the DSTV decoder was not validated as we did not receive any images of the decoder. Only items that we receive images of are covered subject to our policy terms and conditions.
Kindly note that the DSTV decoder forms part of a third party contract, since there is a monthly service fee that is paid to the Service Provider for the use of the decoder therefore the item is not covered as Oneplan does not cover items that form part of third party contracts for daily use or operation, decoder's / Wi-Fi routers etc., will form part of these items.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. Please note that this is by no means a ploy to refuse payment of the claim as we will assist with all we can in line with our terms and conditions.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for the inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan