JK
Janine K
1 reviews | Active since Sept 2018
05 Dec 2023, 10:24
Very Quick to Sign you Up - But wait!
I have been trying to get a cancellation letter our of OnePlan Pets and the service is just terrible. Every time you mail them, you get a response that somebody you phone you in 5 working days. Well it has been 2 weeks and I am slowly but surely getting super frustrated with the lack of service delivery. Now you want to wonder why people are cancelling their policies with you!
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Replies (1)
Oneplan Insurance's replyOfficial
05 Dec 2023, 13:34Dear Janine,
Thank you for reaching out to us and sharing your concerns regarding your experience with Oneplan. We sincerely apologize for any delays and inconvenience caused and we take your feedback seriously as we continually strive to improve our service and meet our clients' expectations.
We have attempted to contact you on the listed number; however, it was to no avail.
Kindly note according to our policy schedule that was sent to your listed email address on the initial sign-up it states, should you cancel your policy within the cooling off period (seven (7) days from the date of application), any premiums and fees that have been debited will be refunded to your nominated bank account. If the cancellation request was sent after the 7-day cooling off period there is a one (1) calendar month, (30 days) notice period that is required.
Upon investigation, we discovered that we received your request for cancellation on the 24th of November 2023. We apologize for the delay with regards to you being contacted, however, please note that this request was made after the 7-day cooling-off period, which means that a notice period is required for the cancellation of the policy.
Your last debit order date was the 1st of December 2023 and the cover will end on the 31st of December 2023. This is due to the thirty-one (31) day (one calendar month) notice period that needs to be served and premiums are collected in advance. Confirmation of the cancelation has been sent electronically to your listed email address.
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, we will assist with all we can in line with our terms and conditions. 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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
We once again apologize for any inconvenience caused, we are sad to see you go, but we do hope to have you part of the Oneplan family again.
Kind Regards,
Oneplan
Thank you for reaching out to us and sharing your concerns regarding your experience with Oneplan. We sincerely apologize for any delays and inconvenience caused and we take your feedback seriously as we continually strive to improve our service and meet our clients' expectations.
We have attempted to contact you on the listed number; however, it was to no avail.
Kindly note according to our policy schedule that was sent to your listed email address on the initial sign-up it states, should you cancel your policy within the cooling off period (seven (7) days from the date of application), any premiums and fees that have been debited will be refunded to your nominated bank account. If the cancellation request was sent after the 7-day cooling off period there is a one (1) calendar month, (30 days) notice period that is required.
Upon investigation, we discovered that we received your request for cancellation on the 24th of November 2023. We apologize for the delay with regards to you being contacted, however, please note that this request was made after the 7-day cooling-off period, which means that a notice period is required for the cancellation of the policy.
Your last debit order date was the 1st of December 2023 and the cover will end on the 31st of December 2023. This is due to the thirty-one (31) day (one calendar month) notice period that needs to be served and premiums are collected in advance. Confirmation of the cancelation has been sent electronically to your listed email address.
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, we will assist with all we can in line with our terms and conditions. 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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
We once again apologize for any inconvenience caused, we are sad to see you go, but we do hope to have you part of the Oneplan family again.
Kind Regards,
Oneplan
Oneplan Insurance's reply05 Dec 2023, 13:34
Official
Dear Janine,
Thank you for reaching out to us and sharing your concerns regarding your experience with Oneplan. We sincerely apologize for any delays and inconvenience caused and we take your feedback seriously as we continually strive to improve our service and meet our clients' expectations.
We have attempted to contact you on the listed number; however, it was to no avail.
Kindly note according to our policy schedule that was sent to your listed email address on the initial sign-up it states, should you cancel your policy within the cooling off period (seven (7) days from the date of application), any premiums and fees that have been debited will be refunded to your nominated bank account. If the cancellation request was sent after the 7-day cooling off period there is a one (1) calendar month, (30 days) notice period that is required.
Upon investigation, we discovered that we received your request for cancellation on the 24th of November 2023. We apologize for the delay with regards to you being contacted, however, please note that this request was made after the 7-day cooling-off period, which means that a notice period is required for the cancellation of the policy.
Your last debit order date was the 1st of December 2023 and the cover will end on the 31st of December 2023. This is due to the thirty-one (31) day (one calendar month) notice period that needs to be served and premiums are collected in advance. Confirmation of the cancelation has been sent electronically to your listed email address.
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, we will assist with all we can in line with our terms and conditions. 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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
We once again apologize for any inconvenience caused, we are sad to see you go, but we do hope to have you part of the Oneplan family again.
Kind Regards,
Oneplan
Thank you for reaching out to us and sharing your concerns regarding your experience with Oneplan. We sincerely apologize for any delays and inconvenience caused and we take your feedback seriously as we continually strive to improve our service and meet our clients' expectations.
We have attempted to contact you on the listed number; however, it was to no avail.
Kindly note according to our policy schedule that was sent to your listed email address on the initial sign-up it states, should you cancel your policy within the cooling off period (seven (7) days from the date of application), any premiums and fees that have been debited will be refunded to your nominated bank account. If the cancellation request was sent after the 7-day cooling off period there is a one (1) calendar month, (30 days) notice period that is required.
Upon investigation, we discovered that we received your request for cancellation on the 24th of November 2023. We apologize for the delay with regards to you being contacted, however, please note that this request was made after the 7-day cooling-off period, which means that a notice period is required for the cancellation of the policy.
Your last debit order date was the 1st of December 2023 and the cover will end on the 31st of December 2023. This is due to the thirty-one (31) day (one calendar month) notice period that needs to be served and premiums are collected in advance. Confirmation of the cancelation has been sent electronically to your listed email address.
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, we will assist with all we can in line with our terms and conditions. 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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
We once again apologize for any inconvenience caused, we are sad to see you go, but we do hope to have you part of the Oneplan family again.
Kind Regards,
Oneplan