Poor Service Standards

Oneplan Health Insurance is not meeting service standards. The issue regarding the FNB speed points still isn't resolved. Cash must be withdrawn from an ATM to pay service providers who use FNB speed point machines. There's a fee of R10 that is deducted from the members benefit. How is this fair???? It is also a risk to draw cash from ATM's due to Covid.

On 12th December, my spouse & myself went to the private clinic to visit the Optometrist, GP & my husband needed an X-Ray. On the day there was load shedding & the person who issues the invoices wasn't at work. With Oneplan, only 2 claims can be loaded per member per a day unless invoices are uploaded immediately & then another claim can be approved. If I couldn't get the invoices, how could I upload the invoices for more claims to be approved? I asked if I could upload the speed point receipts but the Oneplan agent said "No, as they will need the invoices". So I draw all the funds that was available for the Optometrist & GP consults. I used the available cash to pay for Medication & the X-Ray instead of having to call Oneplan multiple times & having to draw the cash 3 times. The bank fees for the 3 withdrawals would have been deducted from benefit.

After submitting all the invoices, receipts & explaining the situation as to why I couldn't upload each invoice & call Oneplan to process the current claims & to approve other claims, I was requested to pay R800 back for the Optometrist benefit. The available fund was R1100. I only used R300 as I didn't have to change the lenses. I used the R800 to pay for the medication x2 & X-Ray. It doesn't make sense as I had to pay R800 for the funds to be put back into the Optometrist benefit & was told that the funds that was paid in cash for medication & X-Ray, will be refunded to me. I paid R800 on 26 December at 12:32 but this matter still isn't resolved. I need funds to be loaded to purchase an eyedrop which was prescribed by the Optometrist on 12 December but I'm unable to get it as there's a block on my profile due to the R800. So I had to pay in cash to get back cash ?????

I think it would be better to have a Health Plan whereby service providers can claim directly from the Health Insurer.

Ever since I joined Oneplan Health Insurance, I always had issues. I really wish I could afford medical aid.

I have recommended Oneplan to other friends & family but will not do so in future.

If anyone knows of a Health Insurer that actually delivers on what they say they will do, please contact me on ***. Thanks