LG
Lydia G
1 reviews | Active since Dec 2017
24 Oct 2024, 23:28
This Confusion and disarray in their processes are making my life increasingly difficult
I am writing to formally express my extreme frustration and disappointment with the way my claims have been handled recently. I've been a loyal client to one plan for years however it's been a hustle when it comes to claiming, I've been advised to collect a written pop from the GP previously when I claimed and on my recent claim I did same and uploaded the invoice/pop they still reject the claim. I don't know if I need to make a video when consulting this is an inconvenience and ******* service
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Oneplan Insurance's replyOfficial
25 Oct 2024, 14:04Dear Lydia,
Thank you for taking our call earlier and allowing us the opportunity to discuss the matter at hand further.
Thank you for taking our call earlier and allowing us the opportunity to discuss the matter at hand further.
We are sorry to hear of the circumstances under which your Hellopeter posting has reached us and we 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.
As per our telephonic conversation, kindly note that a detailed computerized invoice reflecting the services rendered, including the proof of payment is required when claiming any day-to-day benefits. Should you wish to load funds for another day-to-day claim, we would require the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds onto your Onecard.
Kindly note that we will reach out to the service provider to obtain the required information and will revert to you with the relevant feedback.
Once again, we apologize for the inconvenience caused and we hope to have restored the experience.
Kind Regards,
Oneplan
Oneplan Insurance's reply25 Oct 2024, 14:04
Official
Dear Lydia,
Thank you for taking our call earlier and allowing us the opportunity to discuss the matter at hand further.
Thank you for taking our call earlier and allowing us the opportunity to discuss the matter at hand further.
We are sorry to hear of the circumstances under which your Hellopeter posting has reached us and we 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.
As per our telephonic conversation, kindly note that a detailed computerized invoice reflecting the services rendered, including the proof of payment is required when claiming any day-to-day benefits. Should you wish to load funds for another day-to-day claim, we would require the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds onto your Onecard.
Kindly note that we will reach out to the service provider to obtain the required information and will revert to you with the relevant feedback.
Once again, we apologize for the inconvenience caused and we hope to have restored the experience.
Kind Regards,
Oneplan