The person who assisted me was good, I don't have complaints but the plan itself is just not user friendly

Hi Mpho, 

Thank you for sharing your honest feedback with us. We appreciate you acknowledging that the consultant who assisted you did a good job, and we’re sorry to hear about your frustration with the process itself. 

We understand how discouraging it can feel when there is too much admin involved before receiving assistance, and we sincerely regret the inconvenience this caused you. 

Your comments are important to us and will be shared with the relevant teams as we continue working to simplify and improve the user experience. 

We value your time and trust, and we appreciate you taking the time to let us know where we need to do better. 

Kind regards, 
Oneplan.