FB
Fatima B
1 reviews | Active since Jan 2024
04 Dec 2025, 23:57
Urgent: No Confirmation of Policy Cancellation & Membership Certificate Request
I submitted cancellation for my Medical Aid GAP Cover policy (***) on 30/11/2025, effective 31/12/2025, and have received no written confirmation. I urgently require my membership certificate, which I requested twice via your WhatsApp line on 04/12/2025 at +***2—no response. Please confirm the cancellation in writing and issue the membership certificate immediately. Provide a reference number and advise any outstanding steps or final payments. Policyholder: Fatima Bagaria | ID: *** | Contact: ***.
Helpful (0)
Replies (5)0
Replies (5)
Oneplan Insurance's replyOfficial
05 Dec 2025, 07:45Dear Fatima,
Thank you for bringing this matter to our attention.
We sincerely apologise for the inconvenience and frustration you’ve experienced. We truly regret the circumstances that led to your Hellopeter review, and we are sorry that your recent experience with us fell short of the standard we aim to provide.
Upon receiving your complaint, we have followed up with the relevant department for assistance with the cancellation request. A consultant will be in contact with you to assist further. With regard to the confirmation of cover, we have noted that your texts on WhatsApp have been acknowledged and a response has been provided, informing you that a confirmation of cover has been sent via email and that you should check your spam folder if you do not find the email in your inbox.
Upon receiving your complaint, we have followed up with the relevant department for assistance with the cancellation request. A consultant will be in contact with you to assist further. With regard to the confirmation of cover, we have noted that your texts on WhatsApp have been acknowledged and a response has been provided, informing you that a confirmation of cover has been sent via email and that you should check your spam folder if you do not find the email in your inbox.
We are saddened to see you go.
Kind regards,
Oneplan.
Oneplan.
Oneplan Insurance's reply05 Dec 2025, 07:45
Official
Dear Fatima,
Thank you for bringing this matter to our attention.
We sincerely apologise for the inconvenience and frustration you’ve experienced. We truly regret the circumstances that led to your Hellopeter review, and we are sorry that your recent experience with us fell short of the standard we aim to provide.
Upon receiving your complaint, we have followed up with the relevant department for assistance with the cancellation request. A consultant will be in contact with you to assist further. With regard to the confirmation of cover, we have noted that your texts on WhatsApp have been acknowledged and a response has been provided, informing you that a confirmation of cover has been sent via email and that you should check your spam folder if you do not find the email in your inbox.
Upon receiving your complaint, we have followed up with the relevant department for assistance with the cancellation request. A consultant will be in contact with you to assist further. With regard to the confirmation of cover, we have noted that your texts on WhatsApp have been acknowledged and a response has been provided, informing you that a confirmation of cover has been sent via email and that you should check your spam folder if you do not find the email in your inbox.
We are saddened to see you go.
Kind regards,
Oneplan.
Oneplan.
FB
Fatima B's updateReviewer Update
05 Dec 2025, 13:20 Dear Oneplan Team,
Thank you for your message.
I can confirm that I have checked both my inbox and spam folders multiple times. I still have not received:
• The cancellation confirmation, and
• The membership letter.
The lack of response is the reason I escalated the matter via my HelloPeter review.
Please email both documents to: ***
FB
Fatima B's update05 Dec 2025, 13:20
Reviewer Update
Dear Oneplan Team,
Thank you for your message.
I can confirm that I have checked both my inbox and spam folders multiple times. I still have not received:
• The cancellation confirmation, and
• The membership letter.
The lack of response is the reason I escalated the matter via my HelloPeter review.
Please email both documents to: ***
FB
Fatima B's updateReviewer Update
07 Dec 2025, 22:00Repeat request:
I can confirm that I have checked both my inbox and spam folders multiple times. I still have not received:
• The cancellation confirmation, and
• The membership letter.
The lack of response is the reason I escalated the matter via my HelloPeter review.
Please email both documents to: ***.a
FB
Fatima B's update07 Dec 2025, 22:00
Reviewer Update
Repeat request:
I can confirm that I have checked both my inbox and spam folders multiple times. I still have not received:
• The cancellation confirmation, and
• The membership letter.
The lack of response is the reason I escalated the matter via my HelloPeter review.
Please email both documents to: ***.a
Oneplan Insurance's replyOfficial
08 Dec 2025, 07:39Dear Fatima,
Please accept our sincere apologies for the delay in responding to you.
Your request was escalated to the relevant department for urgent attention, but unfortunately, we have not yet received the required feedback. We have now followed up on the escalation again, and as soon as the cancellation has been processed, you will receive confirmation via SMS and email using the contact details on your policy. A confirmation of cover letter, including your personal details along with the policy inception and cancellation dates, will also be emailed directly to you.
We are truly sorry for the inconvenience and disappointment this situation has caused, and we remain committed to resolving it as quickly as possible.
Kind regards,
Oneplan.
Oneplan.
Oneplan Insurance's reply08 Dec 2025, 07:39
Official
Dear Fatima,
Please accept our sincere apologies for the delay in responding to you.
Your request was escalated to the relevant department for urgent attention, but unfortunately, we have not yet received the required feedback. We have now followed up on the escalation again, and as soon as the cancellation has been processed, you will receive confirmation via SMS and email using the contact details on your policy. A confirmation of cover letter, including your personal details along with the policy inception and cancellation dates, will also be emailed directly to you.
We are truly sorry for the inconvenience and disappointment this situation has caused, and we remain committed to resolving it as quickly as possible.
Kind regards,
Oneplan.
Oneplan.
FB
Fatima B's updateReviewer Update
08 Dec 2025, 20:58 Hi.
Today, 08 December 2025, I received the following cancellation notice:
“We are sorry to see you go. This is notice that your GAP Policy *** has been cancelled due to Uncontactable.”
The cancellation was originally requested on 30 November 2025 – only 8 days ago. It is therefore hardly surprising that I eventually cancelled the policy.
Despite the cancellation now being processed, the debit order scheduled for 25 November 2025 still appears as active on my bank account. Please provide immediate written confirmation that this debit order has been stopped and will not be processed.
Additionally, the Certificate of Cover I requested on 4 November 2025 remains outstanding, even though I was assured it had been sent. I have provided two different email addresses and checked both spam/junk folders – it is simply not possible for the same email to fail delivery to two separate addresses. The only logical conclusion is that it was never sent. Repeated promises that are not honoured are unacceptable.
Please action the following today:
- Send written confirmation that the debit order is cancelled and will not go through.
- Immediately email the outstanding Certificate of Cover (to both email addresses - *** & *** for cer*****y).
Your urgent attention to these two items is required and appreciated.
Regards,
Fatima
Regards,
Fatima
FB
Fatima B's update08 Dec 2025, 20:58
Reviewer Update
Hi.
Today, 08 December 2025, I received the following cancellation notice:
“We are sorry to see you go. This is notice that your GAP Policy *** has been cancelled due to Uncontactable.”
The cancellation was originally requested on 30 November 2025 – only 8 days ago. It is therefore hardly surprising that I eventually cancelled the policy.
Despite the cancellation now being processed, the debit order scheduled for 25 November 2025 still appears as active on my bank account. Please provide immediate written confirmation that this debit order has been stopped and will not be processed.
Additionally, the Certificate of Cover I requested on 4 November 2025 remains outstanding, even though I was assured it had been sent. I have provided two different email addresses and checked both spam/junk folders – it is simply not possible for the same email to fail delivery to two separate addresses. The only logical conclusion is that it was never sent. Repeated promises that are not honoured are unacceptable.
Please action the following today:
- Send written confirmation that the debit order is cancelled and will not go through.
- Immediately email the outstanding Certificate of Cover (to both email addresses - *** & *** for cer*****y).
Your urgent attention to these two items is required and appreciated.
Regards,
Fatima
Regards,
Fatima