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elizebeth C
1 reviews | Active since Jul 2016
12 Jan 2024, 16:59
Terrible service and claim denied without it being stipulated as an exclusion on the policy document
Not only is their service PATHETIC and their customer service agents clearly totally untrained and ONLY reads from a script, they have also refused a claim without it being stipulated as an exclusion in the policy wording. When asked about it SEVERAL times, they provide vague answers. Probably a case for the ombudsman but stay well clear from them - useless!
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Replies (3)
Oneplan Insurance's replyOfficial
12 Jan 2024, 18:36Good day Elizebeth,
Thank you for taking the time to bring this to our attention.
Thank you for taking the time to bring this to our attention.
From the outset, we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for any inconvenience caused. It is deeply concerning of the circumstances under which your Hellopeter posting has reached us. Please rest assured that this matter will be investigated, as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly to all clients. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly to all clients. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
We have acknowledged your complaint and escalated the matter to the relevant department, one of our consultants will be in contact with you to further discuss the matter at hand,
Once again apologize for any inconvenience caused and hope to restore the experience.
Kind Regards,
Oneplan
Oneplan Insurance's reply12 Jan 2024, 18:36
Official
Good day Elizebeth,
Thank you for taking the time to bring this to our attention.
Thank you for taking the time to bring this to our attention.
From the outset, we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for any inconvenience caused. It is deeply concerning of the circumstances under which your Hellopeter posting has reached us. Please rest assured that this matter will be investigated, as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly to all clients. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly to all clients. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
We have acknowledged your complaint and escalated the matter to the relevant department, one of our consultants will be in contact with you to further discuss the matter at hand,
Once again apologize for any inconvenience caused and hope to restore the experience.
Kind Regards,
Oneplan
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elizebeth C's updateReviewer Update
15 Jan 2024, 09:12If it's been escalated - why have I not been contacted OR why hasn't it been resolved?? It's all good and well that you publish this reply but STILL the matter hasn't been resolved.
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elizebeth C's update15 Jan 2024, 09:12
Reviewer Update
If it's been escalated - why have I not been contacted OR why hasn't it been resolved?? It's all good and well that you publish this reply but STILL the matter hasn't been resolved.
Oneplan Insurance's replyOfficial
15 Jan 2024, 09:36Dear Elizabeth,
Kindly note that we have been attempting to contact you on your listed cell phone number, however, it rings to no avail.
We have since proceeded to escalate the matter to the relevant department, and one of our consultants will contact you shortly.
Kind Regards,
Oneplan
Kindly note that we have been attempting to contact you on your listed cell phone number, however, it rings to no avail.
We have since proceeded to escalate the matter to the relevant department, and one of our consultants will contact you shortly.
Kind Regards,
Oneplan
Oneplan Insurance's reply15 Jan 2024, 09:36
Official
Dear Elizabeth,
Kindly note that we have been attempting to contact you on your listed cell phone number, however, it rings to no avail.
We have since proceeded to escalate the matter to the relevant department, and one of our consultants will contact you shortly.
Kind Regards,
Oneplan
Kindly note that we have been attempting to contact you on your listed cell phone number, however, it rings to no avail.
We have since proceeded to escalate the matter to the relevant department, and one of our consultants will contact you shortly.
Kind Regards,
Oneplan