Subject: Formal Complaint Regarding Policy Cancellation and Outstanding Claims**

Item: Oneplan Insurance
Rating: 1
Author: Maucheka P

To Whom It May Concern,

I am writing to formally express my deep disappointment and concern regarding the manner in which my policy has been handled by One Plan.

Over the past period, I have had to personally settle hospital and medical expenses while also receiving numerous calls from hospitals and healthcare providers regarding outstanding payments that should have been attended to by One Plan. This has caused significant stress, inconvenience, and financial hardship.

Today, I contacted One Plan with the intention of rectifying a missed debit order and bringing my policy account up to date. To my shock and dismay, I was informed that my policy had been cancelled.

What is particularly concerning is that I did not receive any formal notification of this cancellation. No email, telephone call, SMS, or written correspondence was sent to inform me that my policy was at risk of cancellation or that it had in fact been cancelled. As a policyholder, I believe I should have been afforded the opportunity to discuss the matter and make arrangements before such a drastic action was taken.

At this stage, it appears that One Plan's primary concern is the collection of premiums rather than supporting and assisting its policyholders during times when they require assistance most. This experience has severely damaged my confidence in your service and commitment to your clients.

I therefore request the following as a matter of urgency:

1. A full written explanation as to why my policy was cancelled. 2. Proof of all communication allegedly sent to me regarding the cancellation. 3. Clarification regarding the outstanding hospital and medical claims that have not been paid. 4. Immediate consideration for the reinstatement/reactivation of my policy. 5. A formal response addressing the concerns raised in this correspondence.

I trust that One Plan will treat this complaint with the seriousness it deserves and provide me with a prompt resolution. Should this matter not be satisfactorily resolved, I reserve my right to escalate my complaint to the relevant regulatory and ombudsman bodies.

I look forward to your urgent response.

Yours faithfully,

Maucheka Phillips *** ***

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Replies (1)

Oneplan Insurance's replyOfficial

10 Jun 2026, 19:21

Dear Maucheka,

Thank you for your correspondence. Your concerns have been formally reviewed, and we provide the following clarification.

Your policy was cancelled due to non-payment of premiums for two consecutive months, specifically April and May 2026. As outlined in the policy schedule, Should the premiums be returned or rejected for any reason, the policy will be immediately suspended for the Grace Period of ﬁfteen (15) days. Payment of your outstanding premium must be received before the ﬁfteenth (15th) day of the month in which it is due. Should your premium not be successfully received for two (2) consecutive months, your policy will automatically cancel. Accordingly, your policy was cancelled effective 01/06/2026.

Records further confirm that communication was issued via SMS to the contact details listed on your policy at the time the premiums were unsuccessful, advising that cover would not be in force. This constitutes formal notification in line with your policy agreement.

In respect of your claims, all submitted hospital have been assessed and processed based on the invoices received from the respective service providers, in accordance with policy terms, limits, and requirements.

Please be advised that reinstatement of the policy is not possible, as the policy has lapsed and been cancelled due to non-payment. Should you wish to register a new policy, please feel free to reach out to us and our team will happily assist.

While we acknowledge your dissatisfaction, Oneplan is bound to administer all policies consistently and in accordance with the agreed terms and conditions, which are provided at inception and throughout the duration of the policy. We remain committed to fair treatment in line with our Treating Customers Fairly (TCF) principles.

We understand the outcome and feedback provided may not be to your satisfaction, and should you wish to take this matter further, you are within your rights to do so through the appropriate channels.

We trust that the above clarifies the matters at hand.

Kind regards,
Oneplan.

Oneplan Insurance's reply10 Jun 2026, 19:21

Official

Dear Maucheka,

Thank you for your correspondence. Your concerns have been formally reviewed, and we provide the following clarification.

We understand the outcome and feedback provided may not be to your satisfaction, and should you wish to take this matter further, you are within your rights to do so through the appropriate channels.

We trust that the above clarifies the matters at hand.

Kind regards,
Oneplan.