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Realeboga
1 reviews | Active since Mar 2023
21 Feb 2025, 08:40
Unhappy customer
I love oneplan and was happy with it until they rejected my claim. I provided them with the necessary documents and apparently they do not allow handwritten claims anymore and I didn't know that.
The issue is that I went back to the Dr to explain and unfortunately they cannot assist because they do not have the system yet and none of us knew about oneplan changes
The same way they call and market should be the same way they call again to let us know of these changes not only when we call and ask why are they rejecting and you get told things changed.
I am really not happy and there is nothing that I can do because I have submitted the correct documents and I did not know of your changes
Helpful (0)
Replies (3)0
Replies (3)
Oneplan Insurance's replyOfficial
21 Feb 2025, 09:19Dear Realeboga,
Thank you for bringing this matter to our attention.
We sincerely apologize for the inconvenience you have experienced and regret the circumstances under which your Hellopeter posting reached us. We value customer feedback as it helps us improve our services and processes to better meet our clients' expectations.
Thank you for taking our call to discuss the matter and provide some clarity on the processing of your claim.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. A computer-generated detailed invoice is required when claiming for day-to-day benefits. The reason for this is for auditing purposes on our side and to prevent *****. We will assist with all we can in line with our terms and conditions.
Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
As per our telephonic discussion, we will revert to you with the relevant feedback.
We thank you for your patience in the matter and we hope to resolve your issue as soon as possible.
Kind regards,
Oneplan.
Thank you for bringing this matter to our attention.
We sincerely apologize for the inconvenience you have experienced and regret the circumstances under which your Hellopeter posting reached us. We value customer feedback as it helps us improve our services and processes to better meet our clients' expectations.
Thank you for taking our call to discuss the matter and provide some clarity on the processing of your claim.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. A computer-generated detailed invoice is required when claiming for day-to-day benefits. The reason for this is for auditing purposes on our side and to prevent *****. We will assist with all we can in line with our terms and conditions.
Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
As per our telephonic discussion, we will revert to you with the relevant feedback.
We thank you for your patience in the matter and we hope to resolve your issue as soon as possible.
Kind regards,
Oneplan.
Oneplan Insurance's reply21 Feb 2025, 09:19
Official
Dear Realeboga,
Thank you for bringing this matter to our attention.
We sincerely apologize for the inconvenience you have experienced and regret the circumstances under which your Hellopeter posting reached us. We value customer feedback as it helps us improve our services and processes to better meet our clients' expectations.
Thank you for taking our call to discuss the matter and provide some clarity on the processing of your claim.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. A computer-generated detailed invoice is required when claiming for day-to-day benefits. The reason for this is for auditing purposes on our side and to prevent *****. We will assist with all we can in line with our terms and conditions.
Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
As per our telephonic discussion, we will revert to you with the relevant feedback.
We thank you for your patience in the matter and we hope to resolve your issue as soon as possible.
Kind regards,
Oneplan.
Thank you for bringing this matter to our attention.
We sincerely apologize for the inconvenience you have experienced and regret the circumstances under which your Hellopeter posting reached us. We value customer feedback as it helps us improve our services and processes to better meet our clients' expectations.
Thank you for taking our call to discuss the matter and provide some clarity on the processing of your claim.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. A computer-generated detailed invoice is required when claiming for day-to-day benefits. The reason for this is for auditing purposes on our side and to prevent *****. We will assist with all we can in line with our terms and conditions.
Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
As per our telephonic discussion, we will revert to you with the relevant feedback.
We thank you for your patience in the matter and we hope to resolve your issue as soon as possible.
Kind regards,
Oneplan.
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Realeboga's updateReviewer Update
24 Feb 2025, 15:51Hi I am still for feedback after our call.
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Realeboga's update24 Feb 2025, 15:51
Reviewer Update
Hi I am still for feedback after our call.
Oneplan Insurance's replyOfficial
24 Feb 2025, 16:53Hi Realeboga,
Thank you for taking our call to discuss the claim. As per our conversation, the Dentistry claim has been approved as a once-off leniency and going forward, we will no longer accept hand-written invoices. Computer-generated invoices have to be submitted for all claims to be processed.
Kindly note that an example of a detailed invoice is included in your policy schedule which has been sent via email.
We truly appreciate your patience and understanding in resolving the matter, and hope that this will restore your experience with our services.
Kind regards,
Oneplan.
Thank you for taking our call to discuss the claim. As per our conversation, the Dentistry claim has been approved as a once-off leniency and going forward, we will no longer accept hand-written invoices. Computer-generated invoices have to be submitted for all claims to be processed.
Kindly note that an example of a detailed invoice is included in your policy schedule which has been sent via email.
We truly appreciate your patience and understanding in resolving the matter, and hope that this will restore your experience with our services.
Kind regards,
Oneplan.
Oneplan Insurance's reply24 Feb 2025, 16:53
Official
Hi Realeboga,
Thank you for taking our call to discuss the claim. As per our conversation, the Dentistry claim has been approved as a once-off leniency and going forward, we will no longer accept hand-written invoices. Computer-generated invoices have to be submitted for all claims to be processed.
Kindly note that an example of a detailed invoice is included in your policy schedule which has been sent via email.
We truly appreciate your patience and understanding in resolving the matter, and hope that this will restore your experience with our services.
Kind regards,
Oneplan.
Thank you for taking our call to discuss the claim. As per our conversation, the Dentistry claim has been approved as a once-off leniency and going forward, we will no longer accept hand-written invoices. Computer-generated invoices have to be submitted for all claims to be processed.
Kindly note that an example of a detailed invoice is included in your policy schedule which has been sent via email.
We truly appreciate your patience and understanding in resolving the matter, and hope that this will restore your experience with our services.
Kind regards,
Oneplan.