This is how they rob you

n September of 2017, I contacted Oneplan to inform them that my funds were not available to make their monthly debit order of 1200 rands and some change.

They said this was fine, they would arrange a "payment holiday" for September and collect 2 payments in November for October and November, with September being the "holiday month.' They collected the double debit order in November of R2400 and some change.

I noticed in February however, that no payments were collected between then and February. I phoned Oneplan immediately to find out why. The gentleman explained that in fact the policy was cancelled due to non payment. I explained that there were funds available and asked why they were not collected? He said a manager would investigate.

I phoned several times trying to follow up and each time was told that a manager would investigate. I eventually started a new policy just to enjoy basic cover whilst this was being investigated. I clearly stated that i would only take the new policy should my waiting periods be waived- one is not covered for things like pregnancy etc until one has been on the policy for a year- at this point my old policy had cancelled due to oneplans mistake and all my waiting periods had to be started over. The representitive agreed to my conditions and the policy was started.

After a few more follow ups and having been given no answers, I complained on their whatsapp group chat. Then and only then did they explain how to lodge the complaint so as to be investigated, in other words in over a month of phone calls, nothing had been investigated- eventually the investigation was launched. After a while into the investigation, a gentleman from the complaints devision called stating that they were running late with the investigation. The person who called me explained that the complaints department was a seperate, independant entity from oneplan- I joked with him and laughed that this was an outragious lie as oneplan pays their salaries.

In April, they finally concluded the investigation way after the timeframe stated.

They apologised about how late the investigation was started, and said rest assured they would deal with the people responsible-to date i have heard nothing about this any further.

They concluded that they would not reinstate the policy as it was my responsibility to ensure that premiums would be collected- I am not sure how to do this other than making sure funds are available which they were. They stated that as a "show of good faith" as if they were doing me a favour, that they would reinstate the old policy and waive the waiting periods if I payed in one shot the premiums for December, January and February- as you can understand this was impossible to budget. All in all I only ever claimed on this policy twice for two doctors visits of which only R500 was used.

I have been to the FAIS ombudsman but have had no joy as they in their own words are "powerless" to enforce that a policy be reinstated or that premiums can be refunded minus the aformentioned 2 claims.

I have been direct to the CEO of the company, and again no joy as they maintain that their offer was fair and reasonable.