The agents on whatsapp is very helpful and friendly

Dear Elize,

Thank you for your feedback and for sharing your experience with us. We sincerely apologise for the inconvenience you encountered. We understand how frustrating this must have been, especially when you are expecting your benefits to work smoothly.

We’d like to clarify that for specialist consultations, such as a dermatologist visit, a referral letter from the treating doctor is required before funds can be approved and made available on the OnePlan card. Once the referral letter is received, our Claims Team will gladly assist with arranging the funds accordingly. If payment has already been made to the service provider, you are welcome to submit the detailed invoice, proof of payment, and the referral letter, and we will assist with processing a refund.

We truly appreciate your comment regarding our WhatsApp agents being helpful and friendly, and we apologise that this particular experience did not meet your expectations. Your feedback is important to us and helps us improve our processes going forward.

Please don’t hesitate to reach out if you need assistance submitting the required documents, we’re here to help.

Kind regards,
Oneplan.