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Karabo M

1 reviews | Active since Nov 2022

21 Aug 2025, 15:57

Their new app is not very helpful as it won’t tag my log ins even after I have re-registered as per their agent’s instruction

Their new app is not very helpful as it won’t tag my log ins even after I have re-registered as per their agent’s instruction. Saturday tried loading funds with no luck then I used their WhatsApp, requested Dentistry cover and their AI gave me OTC medication and I thought I made a mistake, I went back and requested dentistry cover but again it game me OTC medication. Tried to reach out to their agent with no luck until Sunday and that agent just loaded the dentistry cover without being helpful about the errors! The whole week this week I have been requesting dentistry cover so I can pay the dentist in advance to avoid the bad service I get on weekends and also my optometrist refund, the reversed it and have no TAT for when I’ll get it back, it has been almost a week now, their agents leave me on hold only to come back saying their manager is at a meeting and they also don’t have the TAT a whole manager? 6 agents still no help!

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Replies (1)
Oneplan Insurance
Oneplan Insurance's reply21 Aug 2025, 18:05
Official
Dear Karabo,

Thank you for bringing this matter to our attention. 

We sincerely apologise for the inconvenience and frustration you have experienced. At Oneplan, we take all client feedback very seriously and remain committed to delivering the highest standard of service. 

We acknowledge the errors that occurred when you attempted to load funds through our WhatsApp chat platform, and we are truly sorry for the difficulties this caused. Please know that your feedback is invaluable to us, and this matter has been escalated for further investigation so that such issues do not continue to occur. We are also working on improving the performance of our chat bot to ensure a smoother experience for our clients. 

With regard to the Optometrist refund, we regret that the funds were incorrectly pulled. Our IT team is currently attending to this matter with urgency to ensure the funds are reloaded to your Oneplan Claims card as quickly as possible. We have also followed up on your escalation to make certain that it receives the priority it deserves. 

In terms of the mobile app, we would like to clarify that a new version has recently been launched. While we are continuously working on addressing any bugs that may arise, you will soon be able to access and manage your policy and claims with greater ease once these issues have been resolved. 

We will be in contact with you directly to discuss your experience in more detail and provide feedback on the steps taken. The service you received does not reflect the standard we strive to deliver, and we are committed to making this right. 

Once again, we deeply apologise for the frustration caused and hope to restore your confidence in our services. 

Kind regards, 
Oneplan.