Terrible One moment they are busy processing a refund then the very next day, they have a different story

Dear Chantel, 

Thank you for bringing this matter to our attention. 

At the outset, we extend our sincere apologies that your experience with Oneplan has not met your expectations. We take your concerns very seriously, and it is regrettable that your Hellopeter posting reached us under these circumstances. 

Please be assured that customer service remains our highest priority, and we acknowledge that the level of service you experienced does not reflect the standard we strive to uphold. This matter has been reviewed internally. 

Kindly note that the claim has been reviewed subject to the stated terms and conditions as outlined in the policy schedule. These terms and conditions form part of all policy documents and are communicated both prior to and during your time with us. In line with these terms, your claim could not be processed a formal repudiation letter outlining this decision has been sent to your registered email address. 

While we regret the inconvenience caused, we remain committed to assisting you wherever possible within the parameters of your policy. 

Kind regards, 
Oneplan.