Wouldn't advise anyone to join oneplan insurance. Horrible experience

Item: Oneplan Insurance
Rating: 1
Author: Lunga K

I canceled my insurance plan because I never received my card and they still took my money. I sent them a message at 4th March regarding the issue they said my money will be processed from 3 to 7 working days that was over I sent them a follow up message they said apologies it will take 7 to 14 working days and that was up I sent them the follow up message today and they said it will take 7 to 14 working days... Which when I spoke to their "customer service" they were not as nice as the time they were selling the insurance to me. They explained new information and on top of that they told me that they recently canceled and I still have to wait another 7 to 14 days... Also they refunding for 1 month yet they deducted for 3 months, saying that the I never canceled for the previous 2 months yet I never claimed so with that being said my money for 2 months was taken from me for free they can't refund me even though I never claimed. I regret ever setting my eyes on this insurance horrible experience ruined my whole day. People who assist don't care as long as they say what's on the script they good to go.

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Replies (1)

Oneplan Insurance's replyOfficial

22 Mar 2024, 12:51

Dear Lunga,

We deeply regret that your experience with Oneplan has not met your expectations, and we sincerely apologise for any inconvenience we may have caused you.

Thank you for taking the time to speak with us today. As discussed during our call, we acknowledge that your One card was not delivered to you due to the initial premium payment not being successfully processed. Typically, we aim to deliver One cards to clients within 30 days of receiving the first premium payment. Unfortunately, in your case, the policy did not activate successfully, resulting in a delay in card delivery.

Subsequently, your policy was manually cancelled effective 01/03/2024 due to two missed premium payments. We deeply regret any confusion caused by the debit order that was processed before the cancellation. Your policy was indeed then escalated for a refund.

Please note that it typically takes 3-5 business days for your bank to update the status of a debit order. Once confirmed, refunds are usually processed within 7-14 working days and your request was still within this time. We have reviewed your refund request and can confirm that we have arranged for the refund to be processed. Once processed, the refund will follow the standard EFT turnaround time of 24-48 working hours, depending on your bank.

We sincerely apologise once again for any inconvenience caused, and please be assured that we greatly value the feedback you've provided. We will use this feedback to enhance our processes and improve the service we provide to you.

Regards,
Oneplan

Oneplan Insurance's reply22 Mar 2024, 12:51

Official

Dear Lunga,

We deeply regret that your experience with Oneplan has not met your expectations, and we sincerely apologise for any inconvenience we may have caused you.