CJ
Cecile J
1 reviews | Active since Jan 2023
31 Jan 2023, 17:37
Paying for NOTHING
I was quoted for health insurance earlier this month. Having had pet insurance with them before, i accepted the quote. However i earn commission, my income this month is very restricted. I called them on the 24th and requested they cancel the policy. Today, the 31st the money went off my account. I asked for a refund, as i cancelled before the policy even went active. Their excuse... Sorry we need 30 days notice. I am now paying for having nothing... As the policy is cancelled. This is completly unacceptable, i will be taking this further.
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Replies (3)
Oneplan Insurance's replyOfficial
31 Jan 2023, 18:52Good day Cecile,
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.
Kindly note according to our policy schedule that was sent to your listed email address on the 11th of January 2023 under Premium Refunds (point 3) it states, 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. If the request for cancellation was sent after the 7-day cooling off period there is a one (1) calendar month notice period for all cancellation requests.
Upon investigation, we discovered that the application for the cover was done on the 11th of January 2023, and a copy of the policy schedule was sent to your listed email address. We received your request for cancellation of the policy on the 23rd of January 2023. Kindly note that the request for cancellation was sent after the 7-day cooling-off period therefore a refund could not be processed, the refund will only be applicable if the request for cancellation was received before the 18th of January 2023.
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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
One of our consultants will be in contact with you to further discuss the matter at hand. 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. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note according to our policy schedule that was sent to your listed email address on the 11th of January 2023 under Premium Refunds (point 3) it states, 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. If the request for cancellation was sent after the 7-day cooling off period there is a one (1) calendar month notice period for all cancellation requests.
Upon investigation, we discovered that the application for the cover was done on the 11th of January 2023, and a copy of the policy schedule was sent to your listed email address. We received your request for cancellation of the policy on the 23rd of January 2023. Kindly note that the request for cancellation was sent after the 7-day cooling-off period therefore a refund could not be processed, the refund will only be applicable if the request for cancellation was received before the 18th of January 2023.
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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
One of our consultants will be in contact with you to further discuss the matter at hand. Once again, we apologize for any inconvenience caused.
Kind Regards,
Oneplan
Oneplan Insurance's reply31 Jan 2023, 18:52
Official
Good day Cecile,
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.
Kindly note according to our policy schedule that was sent to your listed email address on the 11th of January 2023 under Premium Refunds (point 3) it states, 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. If the request for cancellation was sent after the 7-day cooling off period there is a one (1) calendar month notice period for all cancellation requests.
Upon investigation, we discovered that the application for the cover was done on the 11th of January 2023, and a copy of the policy schedule was sent to your listed email address. We received your request for cancellation of the policy on the 23rd of January 2023. Kindly note that the request for cancellation was sent after the 7-day cooling-off period therefore a refund could not be processed, the refund will only be applicable if the request for cancellation was received before the 18th of January 2023.
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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
One of our consultants will be in contact with you to further discuss the matter at hand. 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. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note according to our policy schedule that was sent to your listed email address on the 11th of January 2023 under Premium Refunds (point 3) it states, 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. If the request for cancellation was sent after the 7-day cooling off period there is a one (1) calendar month notice period for all cancellation requests.
Upon investigation, we discovered that the application for the cover was done on the 11th of January 2023, and a copy of the policy schedule was sent to your listed email address. We received your request for cancellation of the policy on the 23rd of January 2023. Kindly note that the request for cancellation was sent after the 7-day cooling-off period therefore a refund could not be processed, the refund will only be applicable if the request for cancellation was received before the 18th of January 2023.
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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
One of our consultants will be in contact with you to further discuss the matter at hand. Once again, we apologize for any inconvenience caused.
Kind Regards,
Oneplan
CJ
Cecile J's updateReviewer Update
31 Jan 2023, 19:35So basically ***** you... Youve paid us for absolutely NOTHING... no service, no benefits...NADA
CJ
Cecile J's update31 Jan 2023, 19:35
Reviewer Update
So basically ***** you... Youve paid us for absolutely NOTHING... no service, no benefits...NADA
Oneplan Insurance's replyOfficial
01 Feb 2023, 15:21Good day Cecile,
Thank you for reaching out to us.
We have attempted to contact you on the listed number; however, it was to no avail.
Kindly note that the benefit available is the Casualty Accident cover for emergency treatments and the Accident Cover. There are no waiting periods for these benefits, and it is effective from the inception date of the policy.
If you would like clarity on the above, please kindly provide us with a suitable time to contact you.
Kind Regards,
Oneplan
Thank you for reaching out to us.
We have attempted to contact you on the listed number; however, it was to no avail.
Kindly note that the benefit available is the Casualty Accident cover for emergency treatments and the Accident Cover. There are no waiting periods for these benefits, and it is effective from the inception date of the policy.
If you would like clarity on the above, please kindly provide us with a suitable time to contact you.
Kind Regards,
Oneplan
Oneplan Insurance's reply01 Feb 2023, 15:21
Official
Good day Cecile,
Thank you for reaching out to us.
We have attempted to contact you on the listed number; however, it was to no avail.
Kindly note that the benefit available is the Casualty Accident cover for emergency treatments and the Accident Cover. There are no waiting periods for these benefits, and it is effective from the inception date of the policy.
If you would like clarity on the above, please kindly provide us with a suitable time to contact you.
Kind Regards,
Oneplan
Thank you for reaching out to us.
We have attempted to contact you on the listed number; however, it was to no avail.
Kindly note that the benefit available is the Casualty Accident cover for emergency treatments and the Accident Cover. There are no waiting periods for these benefits, and it is effective from the inception date of the policy.
If you would like clarity on the above, please kindly provide us with a suitable time to contact you.
Kind Regards,
Oneplan