JD
Jacqueline D
1 reviews | Active since Nov 2012
01 Aug 2025, 17:27
VERY BAD SERVICE
THIS IS THE BADEST HEALTH AND PET INSURANCE. MAKE PROMISES THAT DOES NOT HAPPEN. ONE0LAN APP NEVER WORKING. BATTLE TO GET CLAIMS SETTELED. THE WHATSAPP CHAT IS EVEN WOURSE SOMETIMES TAKE LIKE A HOUR TO ANSWER YOU OR JUST STOP TALKING TO YOU ALL TOGETHER. HAD BIG PROBLEMS WHEN MY BABY SON GOT SICK. MOST PRACTICES DON'T WANT TO HELP IF THEY HEAR THAT YOU NEED TO CLAIM WITH ONEPLAN. I USED MORE THAN R600 AIRTIME FOR A PROBLEM ON MY PET INSURANCE STILL NOT SORTED AND THE CLAIM IS NOT EVEN 2 MONTHS OLD.
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Oneplan Insurance's replyOfficial
01 Aug 2025, 19:08Dear Jacqueline ,
Thank you for bringing this matter to our attention.
We would like to extend our sincerest apologies for the inconvenience, frustration, and confusion you’ve experienced. We understand how vital it is for our clients to receive clear communication and seamless service, and we are truly sorry that we did not meet those expectations in this instance.
After carefully reviewing the concerns you raised on HelloPeter, we’d like to thank you for taking the time to speak with us. We’re relieved to hear that, as discussed on our call, your concerns regarding the Health policy claims and the addition of your fur baby to the Pet policy have now been resolved.
In line with your preference to communicate via email, our team will continue to assist and keep you updated through this channel regarding any future claims.
We also value the feedback you provided about your experience with our WhatsApp chat platform. Please rest assured that we are looking into this, as enhancing our communication channels is a priority for us.
To keep you fully informed, we’ve sent the policy schedules for both your Health and Pet policies to the registered email addresses. Please note that the password to access these documents is the policyholder's ID number. We have also sent your payment statements, as requested, to help you stay up to date with the premium accounts on your policies.
At Oneplan, we are committed to the principles of Treating Customers Fairly (TCF), and we strive to ensure that every interaction is handled with empathy, transparency, and respect.
Once again, we sincerely apologise for your experience, and we truly appreciate your patience and understanding as we work to make things right.
Kind regards,
Oneplan.
Oneplan.
Oneplan Insurance's reply01 Aug 2025, 19:08
Official
Dear Jacqueline ,
Thank you for bringing this matter to our attention.
We would like to extend our sincerest apologies for the inconvenience, frustration, and confusion you’ve experienced. We understand how vital it is for our clients to receive clear communication and seamless service, and we are truly sorry that we did not meet those expectations in this instance.
After carefully reviewing the concerns you raised on HelloPeter, we’d like to thank you for taking the time to speak with us. We’re relieved to hear that, as discussed on our call, your concerns regarding the Health policy claims and the addition of your fur baby to the Pet policy have now been resolved.
In line with your preference to communicate via email, our team will continue to assist and keep you updated through this channel regarding any future claims.
We also value the feedback you provided about your experience with our WhatsApp chat platform. Please rest assured that we are looking into this, as enhancing our communication channels is a priority for us.
To keep you fully informed, we’ve sent the policy schedules for both your Health and Pet policies to the registered email addresses. Please note that the password to access these documents is the policyholder's ID number. We have also sent your payment statements, as requested, to help you stay up to date with the premium accounts on your policies.
At Oneplan, we are committed to the principles of Treating Customers Fairly (TCF), and we strive to ensure that every interaction is handled with empathy, transparency, and respect.
Once again, we sincerely apologise for your experience, and we truly appreciate your patience and understanding as we work to make things right.
Kind regards,
Oneplan.
Oneplan.