DP
Deidre P
1 reviews | Active since Nov 2019
03 Aug 2024, 18:52
Policy cancellation - Oneplan deducts unauthorised funds.
I have had a good experience with Oneplan when it comes to hospital admission. They paid the accounts. When it comes to day to day, they always have a problem, I always had to create a colour key so they could find the information and even this did not help so phone calls and fights ensued before payment made. Most claim clerks cannot work outside their trainig and think for themselves. But if you are lucky, you get to speak to one who is fantastic and will go the extra mile. You cannot get hold of a manager, nor can you get hold of the accounts department. Be carefull when you cancel your policy - make sure you give 2 months notice and not the required 1. One plan sends confirmation of notice and then proceeds to deduct unauthorised funds the following month. This means you cant reverse or block or open a ***** case, so now I have to contact a lawyer to retrieve these funds, so I can get my monthly medication, as double medical has been deducted - from my new medical as well as unauthorised funds taken by Oneplan. I sincerely hope accounts sees this message along with many members and reverses the deduction asap. I have told mang people about Oneplan, but recently the bad outweighs the good in the experience department.
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Oneplan Insurance's replyOfficial
04 Aug 2024, 14:37Dear Deidre,
Thank you for reaching out to us and sharing your concerns regarding your experience with Oneplan. We sincerely apologize for any inconvenience caused and take your feedback seriously as we continually strive to improve our service and meet our client's expectations.
Kindly note that we have 5 different Health Insurance plans, and each plan has a different cover limit. Our clients are covered up to the respective cover limit depending on the Plan type that they have selected.
We inform all our clients that this product is not a Medical Aid product but a Health Insurance product. Our products are marketed and disclosed that we cover up to certain cover limits as the cover is not unlimited. Insurance or indemnity insurance covers up to a respective cover limit. When claiming day-to-day benefits, we will require a detailed invoice reflecting the client’s name with the services rendered as well as the Doctors details and proof of payment in order for the claim to be processed accordingly. The reason for this is for auditing purposes on our side as funds are loaded within 60 seconds onto your Onecard. In-hospital claims can still be processed as the day-to-day benefit differs from an in-hospital claim.
Clients have a 7-day cooling-off period from the date of application. If a client discovers that they are unhappy with the product provided by the Insurer within this period, they have the option to cancel the policy within the 7-day cooling off period with no financial implications and if a premium was collected it will be refunded to the nominated bank account. If the cancellation request was sent after the 7-day cooling off period, there is a one (1) calendar month notice period that is required.
Records on our system confirm that we received your cancelation request on the 4th of July 2024, the month of August is the notice period required for your cancelation to be processed as your policy is set to cancel for 01 September 2024 and there will be no further debit orders on your account.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly for all clients. We do have our client’s best interests at heart, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF (Treat Customers Fairly) policy to ensure all our clients receive fair service and cover.
We encourage all our clients and potential clients to ensure that they; do understand all products available in the market; and perhaps approach their Financial Advisor for a factual comparison of products.
Once again, we apologize for any inconvenience caused and hope the above brings clarity on the matter.
Kind Regards,
Oneplan
Thank you for reaching out to us and sharing your concerns regarding your experience with Oneplan. We sincerely apologize for any inconvenience caused and take your feedback seriously as we continually strive to improve our service and meet our client's expectations.
Kindly note that we have 5 different Health Insurance plans, and each plan has a different cover limit. Our clients are covered up to the respective cover limit depending on the Plan type that they have selected.
We inform all our clients that this product is not a Medical Aid product but a Health Insurance product. Our products are marketed and disclosed that we cover up to certain cover limits as the cover is not unlimited. Insurance or indemnity insurance covers up to a respective cover limit. When claiming day-to-day benefits, we will require a detailed invoice reflecting the client’s name with the services rendered as well as the Doctors details and proof of payment in order for the claim to be processed accordingly. The reason for this is for auditing purposes on our side as funds are loaded within 60 seconds onto your Onecard. In-hospital claims can still be processed as the day-to-day benefit differs from an in-hospital claim.
Clients have a 7-day cooling-off period from the date of application. If a client discovers that they are unhappy with the product provided by the Insurer within this period, they have the option to cancel the policy within the 7-day cooling off period with no financial implications and if a premium was collected it will be refunded to the nominated bank account. If the cancellation request was sent after the 7-day cooling off period, there is a one (1) calendar month notice period that is required.
Records on our system confirm that we received your cancelation request on the 4th of July 2024, the month of August is the notice period required for your cancelation to be processed as your policy is set to cancel for 01 September 2024 and there will be no further debit orders on your account.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly for all clients. We do have our client’s best interests at heart, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF (Treat Customers Fairly) policy to ensure all our clients receive fair service and cover.
We encourage all our clients and potential clients to ensure that they; do understand all products available in the market; and perhaps approach their Financial Advisor for a factual comparison of products.
Once again, we apologize for any inconvenience caused and hope the above brings clarity on the matter.
Kind Regards,
Oneplan
Oneplan Insurance's reply04 Aug 2024, 14:37
Official
Dear Deidre,
Thank you for reaching out to us and sharing your concerns regarding your experience with Oneplan. We sincerely apologize for any inconvenience caused and take your feedback seriously as we continually strive to improve our service and meet our client's expectations.
Kindly note that we have 5 different Health Insurance plans, and each plan has a different cover limit. Our clients are covered up to the respective cover limit depending on the Plan type that they have selected.
We inform all our clients that this product is not a Medical Aid product but a Health Insurance product. Our products are marketed and disclosed that we cover up to certain cover limits as the cover is not unlimited. Insurance or indemnity insurance covers up to a respective cover limit. When claiming day-to-day benefits, we will require a detailed invoice reflecting the client’s name with the services rendered as well as the Doctors details and proof of payment in order for the claim to be processed accordingly. The reason for this is for auditing purposes on our side as funds are loaded within 60 seconds onto your Onecard. In-hospital claims can still be processed as the day-to-day benefit differs from an in-hospital claim.
Clients have a 7-day cooling-off period from the date of application. If a client discovers that they are unhappy with the product provided by the Insurer within this period, they have the option to cancel the policy within the 7-day cooling off period with no financial implications and if a premium was collected it will be refunded to the nominated bank account. If the cancellation request was sent after the 7-day cooling off period, there is a one (1) calendar month notice period that is required.
Records on our system confirm that we received your cancelation request on the 4th of July 2024, the month of August is the notice period required for your cancelation to be processed as your policy is set to cancel for 01 September 2024 and there will be no further debit orders on your account.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly for all clients. We do have our client’s best interests at heart, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF (Treat Customers Fairly) policy to ensure all our clients receive fair service and cover.
We encourage all our clients and potential clients to ensure that they; do understand all products available in the market; and perhaps approach their Financial Advisor for a factual comparison of products.
Once again, we apologize for any inconvenience caused and hope the above brings clarity on the matter.
Kind Regards,
Oneplan
Thank you for reaching out to us and sharing your concerns regarding your experience with Oneplan. We sincerely apologize for any inconvenience caused and take your feedback seriously as we continually strive to improve our service and meet our client's expectations.
Kindly note that we have 5 different Health Insurance plans, and each plan has a different cover limit. Our clients are covered up to the respective cover limit depending on the Plan type that they have selected.
We inform all our clients that this product is not a Medical Aid product but a Health Insurance product. Our products are marketed and disclosed that we cover up to certain cover limits as the cover is not unlimited. Insurance or indemnity insurance covers up to a respective cover limit. When claiming day-to-day benefits, we will require a detailed invoice reflecting the client’s name with the services rendered as well as the Doctors details and proof of payment in order for the claim to be processed accordingly. The reason for this is for auditing purposes on our side as funds are loaded within 60 seconds onto your Onecard. In-hospital claims can still be processed as the day-to-day benefit differs from an in-hospital claim.
Clients have a 7-day cooling-off period from the date of application. If a client discovers that they are unhappy with the product provided by the Insurer within this period, they have the option to cancel the policy within the 7-day cooling off period with no financial implications and if a premium was collected it will be refunded to the nominated bank account. If the cancellation request was sent after the 7-day cooling off period, there is a one (1) calendar month notice period that is required.
Records on our system confirm that we received your cancelation request on the 4th of July 2024, the month of August is the notice period required for your cancelation to be processed as your policy is set to cancel for 01 September 2024 and there will be no further debit orders on your account.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly for all clients. We do have our client’s best interests at heart, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF (Treat Customers Fairly) policy to ensure all our clients receive fair service and cover.
We encourage all our clients and potential clients to ensure that they; do understand all products available in the market; and perhaps approach their Financial Advisor for a factual comparison of products.
Once again, we apologize for any inconvenience caused and hope the above brings clarity on the matter.
Kind Regards,
Oneplan