LF
Lee-M贸r Farao
1 reviews | Active since Feb 2022
23 Jan 2023, 19:53
Urgent help please.
My husband and I have been with One Plan since 2021 and I can honestly say that the service we received from them has been satisfactory I must say. There are afew things that they need to work on in terms of communication with their clients,they make things so confusing because 5 different consultants will call my husband and I in one day with completely different story's. We had an issue with them September and October last year with our debit order returning unsuccessful for 2 months after we made arrangements with so many consultants to debit our account. We then received smses saying that our policy was canceled. We then proceeded to call customer service to find out what we can do to save our policy as we have just finished our waiting periods for all of our benefits. My husband and I both recieved calls on the same day, one consultant telling my husband that we should pay the outstanding amount of R5500 and a consultant calling me advising me that we should open up a new policy as the policy we had has already been closed. We were so confused and furious at one stage that we did not know weather our policy was canceled or not. We later received a call (November) giving us a run down of the policy as if it was the 1st time we are joining one plan (This was to start the new policy)
10th of January I received an sms that the old policy is still active, we must pay the outstanding amount of R5360 to keep us covered. Before I decided to do the transaction to save our 1st policy we call them to inform them that we are about to make payment, they then tell us that the policy had already been closed.
I am now afew weeks pregnant and so stressed out because nothing is being covered by this new policy opened as the waiting period for my pregnancy is only November 2023. This is so unfair towards us as we have been through our waiting periods in our previous policy (***). We have called the customer care service provider and we are awaiting response as soon as possible. Please please assist us!!! 馃槶馃槶馃槶
Helpful (0)
Replies (3)0
Replies (3)
Oneplan Insurance's replyOfficial
24 Jan 2023, 08:51Good day Lee-Mor,
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We apologize for the circumstances under which your Hellopeter posting has reached us, and for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client鈥檚 expectations.
As per out telephonic conversation, Kindly note that records on our system reflect that we did not receive payment for the month of September and October. Please note that all premiums are payable in advance and not in areas. As per our policy terms and conditions if your premiums are not up to date, the cover applicable to the policy will lapse, subject to the grace period offered by us. Grace Period means the period of grace allowed for non鈥恜ayment of Premium.
The Grace Period is fifteen (15) days from the first day of the month in which the Premium was due. Should the premiums be returned or rejected for any reason, the policy will be immediately suspended for the Grace Period of fifteen (15) days. Payment of your outstanding premium must be received before the fifteenth (15th) day of the month in which it is due. Should your premium not be successfully received for two (2) consecutive months, your policy will automatically cancel. Oneplan reserves the right to cancel the policy after non鈥恟eceipt of a Premium within the Grace Period.
Kindly note that 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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients. We do have your best interests at heart, and we will assist with all we can in line with our terms and conditions.
We are currently working on the matter, and we will revert to you with the relevant feedback.
Congratulations with the pregnancy and we wish you and your new bundle of joy the best of health.
Kind Regards
Oneplan
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We apologize for the circumstances under which your Hellopeter posting has reached us, and for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client鈥檚 expectations.
As per out telephonic conversation, Kindly note that records on our system reflect that we did not receive payment for the month of September and October. Please note that all premiums are payable in advance and not in areas. As per our policy terms and conditions if your premiums are not up to date, the cover applicable to the policy will lapse, subject to the grace period offered by us. Grace Period means the period of grace allowed for non鈥恜ayment of Premium.
The Grace Period is fifteen (15) days from the first day of the month in which the Premium was due. Should the premiums be returned or rejected for any reason, the policy will be immediately suspended for the Grace Period of fifteen (15) days. Payment of your outstanding premium must be received before the fifteenth (15th) day of the month in which it is due. Should your premium not be successfully received for two (2) consecutive months, your policy will automatically cancel. Oneplan reserves the right to cancel the policy after non鈥恟eceipt of a Premium within the Grace Period.
Kindly note that 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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients. We do have your best interests at heart, and we will assist with all we can in line with our terms and conditions.
We are currently working on the matter, and we will revert to you with the relevant feedback.
Congratulations with the pregnancy and we wish you and your new bundle of joy the best of health.
Kind Regards
Oneplan
Oneplan Insurance's reply24 Jan 2023, 08:51
Official
Good day Lee-Mor,
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We apologize for the circumstances under which your Hellopeter posting has reached us, and for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client鈥檚 expectations.
As per out telephonic conversation, Kindly note that records on our system reflect that we did not receive payment for the month of September and October. Please note that all premiums are payable in advance and not in areas. As per our policy terms and conditions if your premiums are not up to date, the cover applicable to the policy will lapse, subject to the grace period offered by us. Grace Period means the period of grace allowed for non鈥恜ayment of Premium.
The Grace Period is fifteen (15) days from the first day of the month in which the Premium was due. Should the premiums be returned or rejected for any reason, the policy will be immediately suspended for the Grace Period of fifteen (15) days. Payment of your outstanding premium must be received before the fifteenth (15th) day of the month in which it is due. Should your premium not be successfully received for two (2) consecutive months, your policy will automatically cancel. Oneplan reserves the right to cancel the policy after non鈥恟eceipt of a Premium within the Grace Period.
Kindly note that 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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients. We do have your best interests at heart, and we will assist with all we can in line with our terms and conditions.
We are currently working on the matter, and we will revert to you with the relevant feedback.
Congratulations with the pregnancy and we wish you and your new bundle of joy the best of health.
Kind Regards
Oneplan
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We apologize for the circumstances under which your Hellopeter posting has reached us, and for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client鈥檚 expectations.
As per out telephonic conversation, Kindly note that records on our system reflect that we did not receive payment for the month of September and October. Please note that all premiums are payable in advance and not in areas. As per our policy terms and conditions if your premiums are not up to date, the cover applicable to the policy will lapse, subject to the grace period offered by us. Grace Period means the period of grace allowed for non鈥恜ayment of Premium.
The Grace Period is fifteen (15) days from the first day of the month in which the Premium was due. Should the premiums be returned or rejected for any reason, the policy will be immediately suspended for the Grace Period of fifteen (15) days. Payment of your outstanding premium must be received before the fifteenth (15th) day of the month in which it is due. Should your premium not be successfully received for two (2) consecutive months, your policy will automatically cancel. Oneplan reserves the right to cancel the policy after non鈥恟eceipt of a Premium within the Grace Period.
Kindly note that 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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients. We do have your best interests at heart, and we will assist with all we can in line with our terms and conditions.
We are currently working on the matter, and we will revert to you with the relevant feedback.
Congratulations with the pregnancy and we wish you and your new bundle of joy the best of health.
Kind Regards
Oneplan
LF
Lee-M贸r Farao's updateReviewer Update
24 Jan 2023, 19:31They did call us today. They could not assist us. I really feel like they could have assisted us since we are on the Highest plan and also because we joined a new policy with them immediately after the other one was canceled. To say we are disappointed is an understament.
We would like to cancel our policy with one plan as it serves us no purpose in the time we need them the most. Please call my husband *** as soon as possible so that we can have this policy canceled.
We would like to cancel our policy with one plan as it serves us no purpose in the time we need them the most. Please call my husband *** as soon as possible so that we can have this policy canceled.
LF
Lee-M贸r Farao's update24 Jan 2023, 19:31
Reviewer Update
They did call us today. They could not assist us. I really feel like they could have assisted us since we are on the Highest plan and also because we joined a new policy with them immediately after the other one was canceled. To say we are disappointed is an understament.
We would like to cancel our policy with one plan as it serves us no purpose in the time we need them the most. Please call my husband *** as soon as possible so that we can have this policy canceled.
We would like to cancel our policy with one plan as it serves us no purpose in the time we need them the most. Please call my husband *** as soon as possible so that we can have this policy canceled.
Oneplan Insurance's replyOfficial
25 Jan 2023, 09:58Good day Lee-Mor,
Thank you for reaching out to us.
Kindly note as per our telephonic conversation, we have investigated the matter and records on our system reflect that there were many attempts to debit the premiums for September 2022 and October 2022, however, attempts to collect the premium were unsuccessful. This resulted in the old policy being cancelled for the 01st of November 2022.
On the 2nd of November 2022 our sales team contacted Mr Farao and a new policy was created. As communicated on the sales call, it was confirmed that there will be new waiting periods on the benefits due to the old policy being cancelled.
Kindly note that we will not able to waive any waiting periods due to the break in cover. As per our policy terms and conditions, should your premium not be successfully received for two (2) consecutive months, your policy will automatically cancel. Oneplan reserves the right to cancel the policy after non鈥恟eceipt of a Premium within the Grace Period.
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. 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.
There is a thirty-one (31) day (one calendar month) notice period for all cancellation requests. We will be in contact with Mr Farao to further assist with the cancellation.
Once again, we apologize for any inconvenience caused.
Kind Regards,
Oneplan
Kind Regards,
Oneplan
Oneplan Insurance's reply25 Jan 2023, 09:58
Official
Good day Lee-Mor,
Thank you for reaching out to us.
Kindly note as per our telephonic conversation, we have investigated the matter and records on our system reflect that there were many attempts to debit the premiums for September 2022 and October 2022, however, attempts to collect the premium were unsuccessful. This resulted in the old policy being cancelled for the 01st of November 2022.
On the 2nd of November 2022 our sales team contacted Mr Farao and a new policy was created. As communicated on the sales call, it was confirmed that there will be new waiting periods on the benefits due to the old policy being cancelled.
Kindly note that we will not able to waive any waiting periods due to the break in cover. As per our policy terms and conditions, should your premium not be successfully received for two (2) consecutive months, your policy will automatically cancel. Oneplan reserves the right to cancel the policy after non鈥恟eceipt of a Premium within the Grace Period.
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. 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.
There is a thirty-one (31) day (one calendar month) notice period for all cancellation requests. We will be in contact with Mr Farao to further assist with the cancellation.
Once again, we apologize for any inconvenience caused.
Kind Regards,
Oneplan
Kind Regards,
Oneplan