1 reviews | Active since May 2020
**** service from claims
For the past 4 months I’ve been sending through the same invoice for claiming purposes, in the past 4 months I’ve been calling One Plan to process my claim and so they did after rejecting the claims. This month is the last month to claim under pre birth. Ive been given the run arounds since morning today. Bear in mind last week the refund was processed with the same invoice I’ve been sending. I called in today to find out what’s going on with last weeks refund as the communication I got via sms and email was quite different I’m told that the money was processed back to them as I did not withdraw the money so I asked for the refund to be processed again. The claims department have been giving me the run around and telling me that can’t process because there’s no stamp , mind you the invoice has a stamp from the Dr and I asked them to go back to their records and see what I’ve been sending them and if it’s not the same invoice, I’m told they can change at anytime and now they want a slip ! I told the consultants how is that possible because this is the same invoice and you have been processing the refund and the invoice is all I get from the Dr.
I am irate at this rate because no superior can assist me because they not available which is just a blatant lie ! I’m heavily pregnant on top of that , I don’t need this nonsense!
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We sincerely apologize for the 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 that a detailed invoice including the proof of payment is required when claiming for a refund under the day-to-day benefits. Should you wish to load funds for another day-to-day claim, we would require the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds onto your Onecard.
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.
As per our telephonic discussion, our Claims department will revert to you with the relevant feedback.
Once again, we apologize for any inconvenience caused and we hope to restore the experience. Kind Regards,
Oneplan
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We sincerely apologize for the 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 that a detailed invoice including the proof of payment is required when claiming for a refund under the day-to-day benefits. Should you wish to load funds for another day-to-day claim, we would require the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds onto your Onecard.
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.
As per our telephonic discussion, our Claims department will revert to you with the relevant feedback.
Once again, we apologize for any inconvenience caused and we hope to restore the experience. Kind Regards,
Oneplan