M
Marcelle
1 reviews | Active since Apr 2025
01 Apr 2025, 09:31
You need to train yo...
You need to train your frontline staff better!! When asking for pre-auth via telephone I was mailed the incorrect form and then had NO FEEDBACK from ANYBODY!! I was advised that pre-auth would take no longer than 2 hours!! I received ZERO auth!! I phoned TWICE on Monday 31 March with ZERO feedback from ANYBODY!! I mailed my claim form yesterday 31 March as the dog was discharged! ZERO feedback!! I phoned this morning and was afvised that the claim had been lodged and only NOW did I receive communication that the claim had been approved!!!!! ZERO communication from Pre-Auth manager Mr Maile!!
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Oneplan Insurance's replyOfficial
01 Apr 2025, 12:33Dear Marcelle ,
Thank you for reaching out and bringing this matter to our attention.
We sincerely regret any inconvenience you have experienced and want to assure you that we take client feedback seriously. At Oneplan, we are committed to continuously improving our processes to uphold the highest standards of service. Your satisfaction is important to us, and we truly value your trust.
Upon receiving your review, we have conducted a thorough investigation into the matter and noted your communication with our consultants from Friday 28/03/2025 for assistance with the claim. As per the email thread, you submitted the documents for the claim and this was acknowledged by our consultants, and they further advised in response to your email that the claim had been captured and feedback would be provided once the claim had been finalized.
However, we have noted that when you reached out to us requesting feedback later on the same day, the claim was still in process and had not been concluded, hence no communication was sent to you.
Kindly note that for our day-to-day claims, the turnaround time is 48-72 hours and for admission/hospital claims it is 7-14 working days for the claim to be finalized.
Additionally, we have noted that the claim has been finalized and feedback has been provided to you and the service provider.
Again, we truly apologize for any frustration this situation may have caused and appreciate your understanding during this time.
Kind regards,
Oneplan.
Thank you for reaching out and bringing this matter to our attention.
We sincerely regret any inconvenience you have experienced and want to assure you that we take client feedback seriously. At Oneplan, we are committed to continuously improving our processes to uphold the highest standards of service. Your satisfaction is important to us, and we truly value your trust.
Upon receiving your review, we have conducted a thorough investigation into the matter and noted your communication with our consultants from Friday 28/03/2025 for assistance with the claim. As per the email thread, you submitted the documents for the claim and this was acknowledged by our consultants, and they further advised in response to your email that the claim had been captured and feedback would be provided once the claim had been finalized.
However, we have noted that when you reached out to us requesting feedback later on the same day, the claim was still in process and had not been concluded, hence no communication was sent to you.
Kindly note that for our day-to-day claims, the turnaround time is 48-72 hours and for admission/hospital claims it is 7-14 working days for the claim to be finalized.
Additionally, we have noted that the claim has been finalized and feedback has been provided to you and the service provider.
Again, we truly apologize for any frustration this situation may have caused and appreciate your understanding during this time.
Kind regards,
Oneplan.
Oneplan Insurance's reply01 Apr 2025, 12:33
Official
Dear Marcelle ,
Thank you for reaching out and bringing this matter to our attention.
We sincerely regret any inconvenience you have experienced and want to assure you that we take client feedback seriously. At Oneplan, we are committed to continuously improving our processes to uphold the highest standards of service. Your satisfaction is important to us, and we truly value your trust.
Upon receiving your review, we have conducted a thorough investigation into the matter and noted your communication with our consultants from Friday 28/03/2025 for assistance with the claim. As per the email thread, you submitted the documents for the claim and this was acknowledged by our consultants, and they further advised in response to your email that the claim had been captured and feedback would be provided once the claim had been finalized.
However, we have noted that when you reached out to us requesting feedback later on the same day, the claim was still in process and had not been concluded, hence no communication was sent to you.
Kindly note that for our day-to-day claims, the turnaround time is 48-72 hours and for admission/hospital claims it is 7-14 working days for the claim to be finalized.
Additionally, we have noted that the claim has been finalized and feedback has been provided to you and the service provider.
Again, we truly apologize for any frustration this situation may have caused and appreciate your understanding during this time.
Kind regards,
Oneplan.
Thank you for reaching out and bringing this matter to our attention.
We sincerely regret any inconvenience you have experienced and want to assure you that we take client feedback seriously. At Oneplan, we are committed to continuously improving our processes to uphold the highest standards of service. Your satisfaction is important to us, and we truly value your trust.
Upon receiving your review, we have conducted a thorough investigation into the matter and noted your communication with our consultants from Friday 28/03/2025 for assistance with the claim. As per the email thread, you submitted the documents for the claim and this was acknowledged by our consultants, and they further advised in response to your email that the claim had been captured and feedback would be provided once the claim had been finalized.
However, we have noted that when you reached out to us requesting feedback later on the same day, the claim was still in process and had not been concluded, hence no communication was sent to you.
Kindly note that for our day-to-day claims, the turnaround time is 48-72 hours and for admission/hospital claims it is 7-14 working days for the claim to be finalized.
Additionally, we have noted that the claim has been finalized and feedback has been provided to you and the service provider.
Again, we truly apologize for any frustration this situation may have caused and appreciate your understanding during this time.
Kind regards,
Oneplan.