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Lushan P

1 reviews | Active since Sept 2018

22 May 2026, 03:37

Trash.

1. Upon going into the contract everything sold to me (comprehensive cover and gap) sounded ever so nice and great. I was told the premium would be 280 and 35 for excess (R315) When getting the policy schedule boom there's additional things added like commission and third party amounts addition to the plan I chose. Jason Naidoo was the sales agent. I emailed him and til today no response.

2. I contact the insurance on WhatsApp and was told this would be escalated and feedback would be given in 48hrs. Til today no feedback.

3. Another agent reached out via email saying she has been trying to contact me. When responding she said she was contacting me regarding the cancellation and if I would rather take another premium. When I explained the situation she stopped contacting me back (Amy MC Bride)

4. Cancelled the policy and was told I would get my premiums paid back. When following up on the premiums, I was told to wait a further 14 working days as they only processed the refund on the day of follow up rather than when I cancelled.

Overall experience even before going full on with the Company has been trash and honestly there has been no transparency from get go. Very disappointed

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Replies (1)
Oneplan Insurance
Oneplan Insurance's reply22 May 2026, 07:36
Official
Dear Lushan, 

Thank you for taking the time to share your experience with us. We are truly sorry for the frustration, disappointment, and inconvenience you have gone through, especially at such an early stage in your journey with Oneplan. Your feedback is deeply concerning, and we fully understand why you feel let down. 

We sincerely apologise for the lack of clarity and transparency regarding the policy details, as well as the additional charges that were not clearly communicated upfront. We also regret the delays in communication, the lack of follow-up on your escalated query, and the inconsistency in service you experienced when engaging with multiple agents. This is not the standard of service we strive to provide, and we understand how this has negatively impacted your trust in us. 

Thank you for taking the time to speak with us telephonically to further discuss your concerns. As discussed, your experience has been carefully reviewed, and a comprehensive report has been compiled and escalated to the relevant departments and leadership teams. We are taking your feedback seriously and are addressing these service and communication shortcomings internally. 

We completely understand your decision to cancel your policy under these circumstances. Please be assured that your cancellation has been processed, and the refund of your premiums is underway. We sincerely apologise for the delay in processing this and for any additional frustration it has caused. 

We are genuinely sorry that your experience with Oneplan has been so disappointing from the outset. Feedback like yours is invaluable in helping us improve, and we appreciate you bringing these matters to our attention. 

Kind regards, 
Oneplan.