Poor Service, Lack of Communication, and Delayed Claim Reimbur*****t

Item: Oneplan Insurance
Rating: 1
Author: Millicent M

I wish to formally express my utter disappointment and frustration regarding the poor service I have received from Oneplan Medical Aid in relation to my dental claim submitted in March 2026.

On 25 March 2026, I was advised by one of your consultants that, since I did not have my Oneplan card to be loaded, I could pay cash for my dental consultation and later claim the amount back. Based on the information provided by your consultant, I proceeded to pay R1,050, with the understanding that I would be reimbursed R720.

I submitted my claim on 30 March 2026. On 2 April 2026, after following up on the status of my claim, I was informed that I needed to provide a typed or branded invoice. I explained that the dentist did not have such facilities. I was then advised to return to the dentist and obtain a handwritten letter containing all procedure codes, the amount paid, physical address, contact details, and the dentist’s signature and stamp.

Despite the inconvenience and waste of my personal time and airtime, I comp**** with your requirements and resubmitted all requested documents on the same day.

On 3 May 2026, I once again followed up via email and telephone and was informed that the matter would be escalated. Since 19 May 2026, I have repeatedly called and resent emails to ***, attaching the same supporting documents and screenshots multiple times, yet no meaningful feedback, accountability, or resolution has been provided.

The level of poor communication, lack of urgency, and absence of accountability displayed by Oneplan has been extremely disappointing and unacceptable. As a paying customer, I expected professionalism, efficiency, and proper customer service. Instead, this process has resulted in unnecessary stress, wasted time, additional transport costs, and excessive airtime expenses due to constant follow-ups.

I deeply regret choosing Oneplan Medical Aid and feel that I have wasted my money on a service that has failed to deliver on its promises.

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Replies (1)

Oneplan Insurance's replyOfficial

21 May 2026, 06:54

Dear Millicent,

Thank you for taking the time to share your feedback. We sincerely regret the frustration and inconvenience you have experienced and appreciate the opportunity to address your concerns.

Please be advised that the matter has been fully investigated. Our records indicate that the service provider you consulted has previously submitted printed invoices. In order for us to proceed with a full assessment and review of your claim, the required documentation, specifically a typed invoice must be submitted.

We can confirm that our Claims Department has been in contact with you to advise on these requirements and the necessary next steps. Unfortunately, without the correct documentation, we are unable to finalise the review of your claim, and it will remain outstanding until the required documents are received.

We understand that this process has been inconvenient, and we truly empathise with the effort you have made thus far. Our aim is always to ensure that claims are processed fairly and in accordance with the required criteria, and we appreciate your cooperation in helping us bring this matter to resolution.

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.

Kind regards,
Oneplan.

Oneplan Insurance's reply21 May 2026, 06:54

Official

Dear Millicent,

Thank you for taking the time to share your feedback. We sincerely regret the frustration and inconvenience you have experienced and appreciate the opportunity to address your concerns.