AM
Agcobile M
1 reviews | Active since May 2018
28 Jul 2025, 08:56
Their system is failing- I’m very disappointed
Very disappointed with their service. I’ve had attempts to pay but had insufficient funds and every time that happpens we are being charged R8.50 now the down side of that is that their app does not update in real time their portals on their side. I’ve had multiple declines because their app is not updating the correct amounts in real time even on the support side they gave me incorrect balance which led to more declines and more charges so even though they claim to give you R420 you might just end up with far less because of the their failing system. I ended up paying cash while I’m paying them because I could not take the embarrassment of multiple declines every time I try to pay the balance they gave me! I am super disappointed and think I need a better insurance. I can be honest ayintle for the failure of your system
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Oneplan Insurance's replyOfficial
28 Jul 2025, 09:30Dear Agcobile,
Thank you for taking the time to bring this to our attention.
Thank you for taking the time to bring this to our attention.
We are truly sorry to hear about your recent experience, and we sincerely apologize for the distress and inconvenience caused. Please know that this is not the experience we want any of our clients to have. We take feedback like yours very seriously, as it helps us improve our service and ensure we’re living up to the standard you deserve.
Upon a review of your complaint we have accessed your policy and escalated it to the relevant department to have a look into the matter and address it accordingly. We have attempted to contact you on the number listed to provide feedback, however, the call is forwarded to voicemail. We can confirm that the bank charges on the card have been credited as a once-off leniency. The full cover limit of R420.00 for the General Practitioner claim loaded today 2025/07/28 is currently available on your Oneplan Claims card and will remain on the card for 48 hours from the time the claim was loaded.
Given that you have paid out of pocket for your consultation, may we kindly request that you send us your computer-generated detailed invoice with proof of payment to *** with your policy number in the subject line for a refund request up to the cover limit. Our team will assist further and provide feedback regarding the outcome of the claim.
Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
Once again, we truly apologize for the frustration caused to you and hope to restore your faith in our services.
Kind regards,
Oneplan.
Upon a review of your complaint we have accessed your policy and escalated it to the relevant department to have a look into the matter and address it accordingly. We have attempted to contact you on the number listed to provide feedback, however, the call is forwarded to voicemail. We can confirm that the bank charges on the card have been credited as a once-off leniency. The full cover limit of R420.00 for the General Practitioner claim loaded today 2025/07/28 is currently available on your Oneplan Claims card and will remain on the card for 48 hours from the time the claim was loaded.
Given that you have paid out of pocket for your consultation, may we kindly request that you send us your computer-generated detailed invoice with proof of payment to *** with your policy number in the subject line for a refund request up to the cover limit. Our team will assist further and provide feedback regarding the outcome of the claim.
Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
Once again, we truly apologize for the frustration caused to you and hope to restore your faith in our services.
Kind regards,
Oneplan.
Oneplan Insurance's reply28 Jul 2025, 09:30
Official
Dear Agcobile,
Thank you for taking the time to bring this to our attention.
Thank you for taking the time to bring this to our attention.
We are truly sorry to hear about your recent experience, and we sincerely apologize for the distress and inconvenience caused. Please know that this is not the experience we want any of our clients to have. We take feedback like yours very seriously, as it helps us improve our service and ensure we’re living up to the standard you deserve.
Upon a review of your complaint we have accessed your policy and escalated it to the relevant department to have a look into the matter and address it accordingly. We have attempted to contact you on the number listed to provide feedback, however, the call is forwarded to voicemail. We can confirm that the bank charges on the card have been credited as a once-off leniency. The full cover limit of R420.00 for the General Practitioner claim loaded today 2025/07/28 is currently available on your Oneplan Claims card and will remain on the card for 48 hours from the time the claim was loaded.
Given that you have paid out of pocket for your consultation, may we kindly request that you send us your computer-generated detailed invoice with proof of payment to *** with your policy number in the subject line for a refund request up to the cover limit. Our team will assist further and provide feedback regarding the outcome of the claim.
Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
Once again, we truly apologize for the frustration caused to you and hope to restore your faith in our services.
Kind regards,
Oneplan.
Upon a review of your complaint we have accessed your policy and escalated it to the relevant department to have a look into the matter and address it accordingly. We have attempted to contact you on the number listed to provide feedback, however, the call is forwarded to voicemail. We can confirm that the bank charges on the card have been credited as a once-off leniency. The full cover limit of R420.00 for the General Practitioner claim loaded today 2025/07/28 is currently available on your Oneplan Claims card and will remain on the card for 48 hours from the time the claim was loaded.
Given that you have paid out of pocket for your consultation, may we kindly request that you send us your computer-generated detailed invoice with proof of payment to *** with your policy number in the subject line for a refund request up to the cover limit. Our team will assist further and provide feedback regarding the outcome of the claim.
Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
Once again, we truly apologize for the frustration caused to you and hope to restore your faith in our services.
Kind regards,
Oneplan.