SK
Samuel K
1 reviews | Active since Jan 2020
06 Sept 2023, 06:54
They do not refund
Signed up then I nolonger needed the service. Cancelled the policy way before its start date 1st September. They did not read my emails only till 4th September. They don’t want to refund me. The law is clear. A customer has a right to cancel within 5 days of delivery of his product or service. Please refund me urgently you can’t be seriously telling me, I should have cancelled after I signed. I did cancel before the policy began. They won’t even let me speak to a manager.
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Replies (4)0
Replies (4)
Oneplan Insurance's replyOfficial
06 Sept 2023, 09:03Good day Samuel,
We sincerely apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We sincerely apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that clients have a 7-day cooling-off period from the date of application. If a client discovers that they are unhappy with the product provided by the Insurer within this period, they have the option to cancel the policy within the 7-day cooling off period with no financial implications and if a premium was collected it will be refunded to the nominated bank account. If the request for cancellation was sent after the 7-day cooling off period there is a one (1) calendar month, (30 days) notice period that is required.
Upon investigation, we discovered that the application for the cover was done on the 8th of August 2023 with the policy inception date being the 01st of September 2023. We received your email request for cancellation of the policy on the 29th of August 2023. Kindly note that the request for cancellation was sent after the 7-day cooling-off period.
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 for 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 we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
We have acknowledged your complaint and we have 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, we apologize for any inconvenience caused.
Kind Regards,
Oneplan
Oneplan Insurance's reply06 Sept 2023, 09:03
Official
Good day Samuel,
We sincerely apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We sincerely apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that clients have a 7-day cooling-off period from the date of application. If a client discovers that they are unhappy with the product provided by the Insurer within this period, they have the option to cancel the policy within the 7-day cooling off period with no financial implications and if a premium was collected it will be refunded to the nominated bank account. If the request for cancellation was sent after the 7-day cooling off period there is a one (1) calendar month, (30 days) notice period that is required.
Upon investigation, we discovered that the application for the cover was done on the 8th of August 2023 with the policy inception date being the 01st of September 2023. We received your email request for cancellation of the policy on the 29th of August 2023. Kindly note that the request for cancellation was sent after the 7-day cooling-off period.
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 for 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 we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
We have acknowledged your complaint and we have 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, we apologize for any inconvenience caused.
Kind Regards,
Oneplan
SK
Samuel K's updateReviewer Update
06 Sept 2023, 09:32It’s great you wrote this.
Kindly note that clients have a 7-day cooling-off period from the date of application. If a client discovers that they are unhappy with the product provided by the Insurer within this period, they have the option to cancel the policy within the 7-day cooling off period with no financial implications and if a premium was collected it will be refunded to the nominated bank account. If the request for cancellation was sent after the 7-day cooling off period there is a one (1) calendar month, (30 days) notice period that is required.
What you saying is . I order a car today and it will be delivered in 3 months.
The car arrives and it’s no longer what I need or missing something I requested for. You mean I will not be able to cancel that or return the car because I should have cancelled it 3 months ago. Please have a manager contact me today. Read the CPA clearly. Section 48 and 49 deals with such.
Kindly note that clients have a 7-day cooling-off period from the date of application. If a client discovers that they are unhappy with the product provided by the Insurer within this period, they have the option to cancel the policy within the 7-day cooling off period with no financial implications and if a premium was collected it will be refunded to the nominated bank account. If the request for cancellation was sent after the 7-day cooling off period there is a one (1) calendar month, (30 days) notice period that is required.
What you saying is . I order a car today and it will be delivered in 3 months.
The car arrives and it’s no longer what I need or missing something I requested for. You mean I will not be able to cancel that or return the car because I should have cancelled it 3 months ago. Please have a manager contact me today. Read the CPA clearly. Section 48 and 49 deals with such.
SK
Samuel K's update06 Sept 2023, 09:32
Reviewer Update
It’s great you wrote this.
Kindly note that clients have a 7-day cooling-off period from the date of application. If a client discovers that they are unhappy with the product provided by the Insurer within this period, they have the option to cancel the policy within the 7-day cooling off period with no financial implications and if a premium was collected it will be refunded to the nominated bank account. If the request for cancellation was sent after the 7-day cooling off period there is a one (1) calendar month, (30 days) notice period that is required.
What you saying is . I order a car today and it will be delivered in 3 months.
The car arrives and it’s no longer what I need or missing something I requested for. You mean I will not be able to cancel that or return the car because I should have cancelled it 3 months ago. Please have a manager contact me today. Read the CPA clearly. Section 48 and 49 deals with such.
Kindly note that clients have a 7-day cooling-off period from the date of application. If a client discovers that they are unhappy with the product provided by the Insurer within this period, they have the option to cancel the policy within the 7-day cooling off period with no financial implications and if a premium was collected it will be refunded to the nominated bank account. If the request for cancellation was sent after the 7-day cooling off period there is a one (1) calendar month, (30 days) notice period that is required.
What you saying is . I order a car today and it will be delivered in 3 months.
The car arrives and it’s no longer what I need or missing something I requested for. You mean I will not be able to cancel that or return the car because I should have cancelled it 3 months ago. Please have a manager contact me today. Read the CPA clearly. Section 48 and 49 deals with such.
Oneplan Insurance's replyOfficial
06 Sept 2023, 13:16Good day Samuel,
Thank you for reaching out to us.
Kindly note that we are regulated by the Short-Term Insurance Act and we will be in contact with you to further discuss the matter at hand.
Kind Regards,
Oneplan
Thank you for reaching out to us.
Kindly note that we are regulated by the Short-Term Insurance Act and we will be in contact with you to further discuss the matter at hand.
Kind Regards,
Oneplan
Oneplan Insurance's reply06 Sept 2023, 13:16
Official
Good day Samuel,
Thank you for reaching out to us.
Kindly note that we are regulated by the Short-Term Insurance Act and we will be in contact with you to further discuss the matter at hand.
Kind Regards,
Oneplan
Thank you for reaching out to us.
Kindly note that we are regulated by the Short-Term Insurance Act and we will be in contact with you to further discuss the matter at hand.
Kind Regards,
Oneplan
SK
Samuel K's updateReviewer Update
06 Sept 2023, 13:20And it’s been confirmed the same policy document they sent, the password (ID) to use stated in the email was not even working. So I did not read the policy. Had I known I would have cancelled the policy then. But I was guided by the CPA which is otherwise. So even what you falling on, I did not even ever read the document because of incorrect password
SK
Samuel K's update06 Sept 2023, 13:20
Reviewer Update
And it’s been confirmed the same policy document they sent, the password (ID) to use stated in the email was not even working. So I did not read the policy. Had I known I would have cancelled the policy then. But I was guided by the CPA which is otherwise. So even what you falling on, I did not even ever read the document because of incorrect password