1 reviews | Active since Oct 2019
Poor service from one plan
I was contacted by a consultant to sell me comprehensive car insurance. He confirmed to me that my premium will be R270 with a voluntary excess of 5%. This sounded too good to be true. I kept on asking him if this premium was correct and the consultant confirmed several times that the premium is correct and the cover was legit. I even asked him to give me examples as to how i can claim with one plan. I finally accepted the cover. The next day I received a call from the corrections department to advise me that the consultant gave me the incorrect voluntary excess percentage. It should have been 35% Instead. I was very furious as this wasn't my fault and I was mislead by the consultant. The agent that called me was very blunt she told me that there is nothing she can do about it. So I opted for the policy to be canceled. To my amazement the consultant just said okay. I received another call this week from the cancelation department to confirm why I'm canceling. Yet again I had to explain myself. The consultant promised me that she will get ahold of the agent manager to give me a call to remedy the situation and she herself will call me back. I told her it's not my fault the agent gave me the wrong information, the cover was already concluded. But guess what I waited for a call from one plan, only to receive a sms to say my policy is now canceled. The manager failed to even contact me to at least meet me halfway, neither did the consultant call me me back as promised. This is such terrible service. I will never recommend one plan to anyone. It's the worst service I have ever received. As a customer I'm really disappointed as they didn't even try to remedy the situation even though the agent mislead me.
Thank you for taking the time to bring this to our attention.
From the outset we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for any inconvenience caused. It is deeply concerning of the circumstances under which your Hellopeter posting has reached us. Please rest assured that this matter will be investigated, as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that our QA department assesses all sales calls to ensure that the correct information is provided to the client and that the policy terms and conditions are adhered to. This process also ensures that the client is not mislead and should the client be mislead in any way the policy will be sent to the relevant department to ensure that the correct information is provided to the client.
The premium of R270.26 is applicable with a voluntary excess of 35%. Clients have the option to choose a voluntary excess between 5% - 70%. Due to our QA department assessing the call and establishing that the incorrect voluntary excess amount was mentioned, the policy was sent to our Correction department to rectify this.
Records on our system also show that the policy was cancelled within the 7-day cooling off period. 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.
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.
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
Thank you for taking the time to bring this to our attention.
From the outset we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for any inconvenience caused. It is deeply concerning of the circumstances under which your Hellopeter posting has reached us. Please rest assured that this matter will be investigated, as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that our QA department assesses all sales calls to ensure that the correct information is provided to the client and that the policy terms and conditions are adhered to. This process also ensures that the client is not mislead and should the client be mislead in any way the policy will be sent to the relevant department to ensure that the correct information is provided to the client.
The premium of R270.26 is applicable with a voluntary excess of 35%. Clients have the option to choose a voluntary excess between 5% - 70%. Due to our QA department assessing the call and establishing that the incorrect voluntary excess amount was mentioned, the policy was sent to our Correction department to rectify this.
Records on our system also show that the policy was cancelled within the 7-day cooling off period. 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.
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.
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
I'm honestly really tired of lies and incorrect information from your company
I have contacted your company to reinstate my policy and now thy tell me that I have a higher premium as opposed to the above that was agreed on 35%
This is really frustrating as each person gives me incorrect information
Please can I get a senior person to contact me to resolve this issue
Thanks
I'm honestly really tired of lies and incorrect information from your company
I have contacted your company to reinstate my policy and now thy tell me that I have a higher premium as opposed to the above that was agreed on 35%
This is really frustrating as each person gives me incorrect information
Please can I get a senior person to contact me to resolve this issue
Thanks
Thank you for taking the time to bring this to our attention.
Kindly note that we work on a live system, which uses real statistic data to calculate your premium. Premiums fluctuate on a daily basics based on each client's individual risk profile as well as the risk address of the vehicle, therefore the premiums on our short-term product will differ.
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.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
Kindly note that we work on a live system, which uses real statistic data to calculate your premium. Premiums fluctuate on a daily basics based on each client's individual risk profile as well as the risk address of the vehicle, therefore the premiums on our short-term product will differ.
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.
Kind Regards,
Oneplan