User UNFRIENDLY INEFFICIENT systems
The One Plan claim handling procedure is FLIPPING RIDICLOUS. You are given a web portal to work on . You attach your requested documentation there and you think that the matter is sorted. ......... NOOOOOOO. You then get SMSs and e mails saying the information is not submitted. SO you PHONE One Plan and after an inordinate frustrating WAIT you arrange to E MAIL the documents. Once again you think that the matter is sorted. ......... NOOOOOOO. When you try to go to the doc again its a BIG problem cos the previous matter isnt finalised. SOOOOOO you START AGAIN with the extended phone calls , e mails, discussions. FLIP its FRUSTRATING.
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Oneplan Insurance's replyOfficial
26 Feb 2021, 12:42Good day Andrew,
Thank you for taking the time to bring this to our attention. We do apologize for the inconvenience which has been caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Our product is designed in such a manner that should you need to visit the GP or dentist etc, you can load funds upfront via the Oneplan app. Once the funds have been utilized, we will require a detailed invoice. We have various platforms that one can use to upload the invoices. Invoices can be sent to us via Whatsapp on *** or an email can be sent to *** or invoices can be uploaded via our Oneplan app. Should you wish to load funds for another claim, we would require for the previous claims to be concluded before loading any further claims.
Upon investigation we have discovered that there was an outstanding amount for a previous optometry claim. Our claims department did attempt to contact you regarding this; however, it was to no avail. The claims consultant then proceeded to send an email to your listed email address confirming the outstanding amount. As per our conversation we gave proceeded to forward the initial email to you.
If you need any assistance, our social media team is available to assist you, Monday-Friday between 8:00-17:00 and Saturday 8:00-12:00. Please do not hesitate to pop us a message on those platforms for further assistance.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention. We do apologize for the inconvenience which has been caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Our product is designed in such a manner that should you need to visit the GP or dentist etc, you can load funds upfront via the Oneplan app. Once the funds have been utilized, we will require a detailed invoice. We have various platforms that one can use to upload the invoices. Invoices can be sent to us via Whatsapp on *** or an email can be sent to *** or invoices can be uploaded via our Oneplan app. Should you wish to load funds for another claim, we would require for the previous claims to be concluded before loading any further claims.
Upon investigation we have discovered that there was an outstanding amount for a previous optometry claim. Our claims department did attempt to contact you regarding this; however, it was to no avail. The claims consultant then proceeded to send an email to your listed email address confirming the outstanding amount. As per our conversation we gave proceeded to forward the initial email to you.
If you need any assistance, our social media team is available to assist you, Monday-Friday between 8:00-17:00 and Saturday 8:00-12:00. Please do not hesitate to pop us a message on those platforms for further assistance.
Kind Regards,
Oneplan
Oneplan Insurance's reply26 Feb 2021, 12:42
Official
Good day Andrew,
Thank you for taking the time to bring this to our attention. We do apologize for the inconvenience which has been caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Our product is designed in such a manner that should you need to visit the GP or dentist etc, you can load funds upfront via the Oneplan app. Once the funds have been utilized, we will require a detailed invoice. We have various platforms that one can use to upload the invoices. Invoices can be sent to us via Whatsapp on *** or an email can be sent to *** or invoices can be uploaded via our Oneplan app. Should you wish to load funds for another claim, we would require for the previous claims to be concluded before loading any further claims.
Upon investigation we have discovered that there was an outstanding amount for a previous optometry claim. Our claims department did attempt to contact you regarding this; however, it was to no avail. The claims consultant then proceeded to send an email to your listed email address confirming the outstanding amount. As per our conversation we gave proceeded to forward the initial email to you.
If you need any assistance, our social media team is available to assist you, Monday-Friday between 8:00-17:00 and Saturday 8:00-12:00. Please do not hesitate to pop us a message on those platforms for further assistance.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention. We do apologize for the inconvenience which has been caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Our product is designed in such a manner that should you need to visit the GP or dentist etc, you can load funds upfront via the Oneplan app. Once the funds have been utilized, we will require a detailed invoice. We have various platforms that one can use to upload the invoices. Invoices can be sent to us via Whatsapp on *** or an email can be sent to *** or invoices can be uploaded via our Oneplan app. Should you wish to load funds for another claim, we would require for the previous claims to be concluded before loading any further claims.
Upon investigation we have discovered that there was an outstanding amount for a previous optometry claim. Our claims department did attempt to contact you regarding this; however, it was to no avail. The claims consultant then proceeded to send an email to your listed email address confirming the outstanding amount. As per our conversation we gave proceeded to forward the initial email to you.
If you need any assistance, our social media team is available to assist you, Monday-Friday between 8:00-17:00 and Saturday 8:00-12:00. Please do not hesitate to pop us a message on those platforms for further assistance.
Kind Regards,
Oneplan