Your Delayed Response and Inefficient Claim Processing

Dear Oneplan Care Team, I acknowledge your belated response to the complaint I submitted on 20 July 2023. It's truly remarkable how it took you more than three weeks to provide any form of feedback, considering the urgency and frustration I expressed in my initial communication. Your so-called "preliminary findings" are nothing short of disappointing. The fact that the claim, which was submitted on 24 June 2023, was only assessed on 4 July 2023 is a clear indication of your inefficiency. Furthermore, the lack of progress updates during the entire ordeal is an insult to the concept of customer service. I'm glad that you've finally decided to "escalate" the matter to your Claims Manager, but I fail to comprehend how such a simple claim could result in such an extended investigation. Your explanation of the claim's timeline only underscores your lack of urgency in addressing customer concerns. It's amusing how you try to justify the delay by mentioning that the non-premium balance of R 70 was resolved. I assure you, I am not impressed by your efforts. Your inability to process a claim in a timely manner and your disregard for customer communication have led me to seriously question the value of your services. While you mention that you will "revert as soon as possible" regarding the cause of the delays, I can't help but wonder how long this "as soon as possible" will take. The fact that your team couldn't even provide a timely response to my initial complaint speaks volumes about your priorities. I expect you to take immediate and effective action to address these glaring shortcomings in your service. This isn't just about my claim; it's about your overall approach to customer satisfaction. I demand transparency, efficiency, and accountability moving forward. Your assurance that you're "looking into the cause of delays" is a mere token gesture. I don't need excuses; I need results. If you're serious about retaining me as a customer, you will need to demonstrate a genuine commitment to resolving these issues and preventing them from occurring again in the future. I won't hold my breath for your next update, but I do expect to see some tangible improvements. You can reach me via email or the phone number linked to my policy if you actually intend to prove your worth. Expectantly, ------ From: Oneplan Compliance Complaint <***>

Without Prejudice

Dear Mr Van Heerden,

We refer to your complaint below received on 20 July 2023. The matter has been escalated to the Claims Manager, and we are still awaiting feedback regarding the delays in finalising the claim and lack of progress updates. We will revert as soon as possible, we do apologise for the delay.

Our preliminary findings indicate that the claim was finalised and the non premium balance of R 70 which was on your policy has been resolved.

The claim was initially loaded on the Onecard as a Casualty claim on 24 June 2023, where the funds were used. Following this, an invoice was received on the same day and claim was only assessed on 4 July 2023 where it was only approved for an amount of R 850 resulting in a non premium balance of R 700. Later approved for an amount of R 1480. As soon as we receive feedback regarding the cause of delays and lack of updates we will provide feedback accordingly.