1 reviews | Active since Jan 2013
Taken for a ride
<p>I had a shocking experience with this Oneplan Health thing where I took a cover and in less than 4 months I am informed of price increase which was never communicated to me 4 months ago when I took the policy (1st concern). It got better when I tried to cancel the policy by email and I received email back from Mashudu Raphulu that policy cannot be cancelled before they speak to me telephonically, meaning you cannot cancel the policy by email (in essence). Interesting enough he was stating that he is unable to reach me on my contact number provided but they managed to contact me on the same number when taking out the policy (2nd point of concern). I confirmed by email that I am still using the same and when he eventually spoke to me he mentioned that I have to pay R100.00 for cancellation fee before they can cancel my policy (3rd concern). This is not mentioned to you when you join. Mind you If you take a cover with them, there is an initiation fee of over R100.00 that you have to pay as well (4th concern). Is this not worrying that all these are not communicated upfront so that people know what they are putting themselves into. Why communicate only when a person cancel the poloicy? People get of this insurance plan before it is too late and you paid too much premiums. Is this not a day light *******, Oneplan Insurance??? I wonder if claims are paid timeously if there is these hidden agendas when cover is sold to individuals. Probably I will have to take this matter further because I am not paying the cancellation fee of R100.00 unless you refund the initiation fee paid which I never enjoyed the benefit of your cover. Your silence regarding the increase of the premiums makes me even more worried that in a year how many increment I should expect. Please act with integrity and stop robbing people.</p>
Hi Edward
Thank you bringing this to attention.
As per our telephonic conversation, please note that we’ve noted your concerns and we’re investigating the matter. We’ll contact you with feedback as soon as possible.
Regards
OnePlan
Hi Edward
Thank you bringing this to attention.
As per our telephonic conversation, please note that we’ve noted your concerns and we’re investigating the matter. We’ll contact you with feedback as soon as possible.
Regards
OnePlan
Hi Edward,
Thank you for taking our call and allowing us the opportunity to resolve this.
As per our telephonic discussion, the price increase that was effective from the 1st March 2017 was an annual one and as per our internal process communication was sent out to all of our existing clients. We also include communication about the annual price increase in all sales discussions two months prior to the price increase.
We are definitely able to process a cancellation upon receipt of a written instruction however we make every attempt to telephonically contact our clients to understand the reason for the cancellation. This insight is valuable in that we are then able to better improve our product, processes and customer experience.
The initiation fee and the cancellation fee are mandatory items that are disclosed on all sales calls, we have looked in to your call and are happy to confirm that these aspects were discussed, however as per our discussion we will be waiving the cancellation fee.
We thank you for taking the time to raise your complaint and appreciate your feedback.
Kind Regards
OnePlan
Hi Edward,
Thank you for taking our call and allowing us the opportunity to resolve this.
As per our telephonic discussion, the price increase that was effective from the 1st March 2017 was an annual one and as per our internal process communication was sent out to all of our existing clients. We also include communication about the annual price increase in all sales discussions two months prior to the price increase.
We are definitely able to process a cancellation upon receipt of a written instruction however we make every attempt to telephonically contact our clients to understand the reason for the cancellation. This insight is valuable in that we are then able to better improve our product, processes and customer experience.
The initiation fee and the cancellation fee are mandatory items that are disclosed on all sales calls, we have looked in to your call and are happy to confirm that these aspects were discussed, however as per our discussion we will be waiving the cancellation fee.
We thank you for taking the time to raise your complaint and appreciate your feedback.
Kind Regards
OnePlan