jJ
joey J
1 reviews | Active since Jan 2020
12 Apr 2024, 10:01
Zero recommendation
I would like to say I'm shocked with the service I'm getting from Onepaln, but I'm not.
Your poor service continues. I'm sitting at the doctor and I can't access funds.
Your priority isn't your clients. You receive payments every month no issues. When need to deliver service you fail.
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Replies (1)
Oneplan Insurance's replyOfficial
12 Apr 2024, 11:10Dear Joey,
Thank you for taking the time to bring this to our attention. We apologize for any inconvenience that has been caused and for the circumstances under which your Hellopeter posting has reached us. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value you as our client.
Upon investigation, we discovered that there was an Outstanding OTC claim from November 2023 as we required a detailed invoice for this claim to be finalized. Kindly note that a detailed invoice with proof of payment is required when claiming for day-to-day benefits.
Should we not receive a detailed invoice in order for the claim to be finalized, a non-premium balance will reflect on the policy. A non-premium balance is an amount that is due to Oneplan, this amount needs to be settled before any new day-to-day claims can be loaded, hence the reason you were not able to load a GP Claim.
Kindly note that in-hospital claims can still be processed as the day-to-day benefit differs from an in-hospital claim.
We have since received your payment for the outstanding OTC claim amount today the 12th of April 2024, the non-premium balance has cleared from your policy, and the GP funds have been loaded onto your Onecard. Please note for day-to-day claims, funds are loaded within 60 seconds onto the Onecard, and the system will pull the funds back if the funds are not utilized within 24 - 48 hours. Clients are still able to load new funds should the funds be reversed due to it not being utilized. This is just a security measure put in place since clients have access to load claim funds on the Onecard at any time provided that there are no outstanding or rejected day-to-day claims.
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 do have your best interests at heart, and 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.
Once again, we apologize for any inconvenience caused and we hope the above brings clarity on the matter.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention. We apologize for any inconvenience that has been caused and for the circumstances under which your Hellopeter posting has reached us. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value you as our client.
Upon investigation, we discovered that there was an Outstanding OTC claim from November 2023 as we required a detailed invoice for this claim to be finalized. Kindly note that a detailed invoice with proof of payment is required when claiming for day-to-day benefits.
Should we not receive a detailed invoice in order for the claim to be finalized, a non-premium balance will reflect on the policy. A non-premium balance is an amount that is due to Oneplan, this amount needs to be settled before any new day-to-day claims can be loaded, hence the reason you were not able to load a GP Claim.
Kindly note that in-hospital claims can still be processed as the day-to-day benefit differs from an in-hospital claim.
We have since received your payment for the outstanding OTC claim amount today the 12th of April 2024, the non-premium balance has cleared from your policy, and the GP funds have been loaded onto your Onecard. Please note for day-to-day claims, funds are loaded within 60 seconds onto the Onecard, and the system will pull the funds back if the funds are not utilized within 24 - 48 hours. Clients are still able to load new funds should the funds be reversed due to it not being utilized. This is just a security measure put in place since clients have access to load claim funds on the Onecard at any time provided that there are no outstanding or rejected day-to-day claims.
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 do have your best interests at heart, and 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.
Once again, we apologize for any inconvenience caused and we hope the above brings clarity on the matter.
Kind Regards,
Oneplan
Best regards,
Oneplan Insurance's reply12 Apr 2024, 11:10
Official
Dear Joey,
Thank you for taking the time to bring this to our attention. We apologize for any inconvenience that has been caused and for the circumstances under which your Hellopeter posting has reached us. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value you as our client.
Upon investigation, we discovered that there was an Outstanding OTC claim from November 2023 as we required a detailed invoice for this claim to be finalized. Kindly note that a detailed invoice with proof of payment is required when claiming for day-to-day benefits.
Should we not receive a detailed invoice in order for the claim to be finalized, a non-premium balance will reflect on the policy. A non-premium balance is an amount that is due to Oneplan, this amount needs to be settled before any new day-to-day claims can be loaded, hence the reason you were not able to load a GP Claim.
Kindly note that in-hospital claims can still be processed as the day-to-day benefit differs from an in-hospital claim.
We have since received your payment for the outstanding OTC claim amount today the 12th of April 2024, the non-premium balance has cleared from your policy, and the GP funds have been loaded onto your Onecard. Please note for day-to-day claims, funds are loaded within 60 seconds onto the Onecard, and the system will pull the funds back if the funds are not utilized within 24 - 48 hours. Clients are still able to load new funds should the funds be reversed due to it not being utilized. This is just a security measure put in place since clients have access to load claim funds on the Onecard at any time provided that there are no outstanding or rejected day-to-day claims.
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 do have your best interests at heart, and 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.
Once again, we apologize for any inconvenience caused and we hope the above brings clarity on the matter.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention. We apologize for any inconvenience that has been caused and for the circumstances under which your Hellopeter posting has reached us. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value you as our client.
Upon investigation, we discovered that there was an Outstanding OTC claim from November 2023 as we required a detailed invoice for this claim to be finalized. Kindly note that a detailed invoice with proof of payment is required when claiming for day-to-day benefits.
Should we not receive a detailed invoice in order for the claim to be finalized, a non-premium balance will reflect on the policy. A non-premium balance is an amount that is due to Oneplan, this amount needs to be settled before any new day-to-day claims can be loaded, hence the reason you were not able to load a GP Claim.
Kindly note that in-hospital claims can still be processed as the day-to-day benefit differs from an in-hospital claim.
We have since received your payment for the outstanding OTC claim amount today the 12th of April 2024, the non-premium balance has cleared from your policy, and the GP funds have been loaded onto your Onecard. Please note for day-to-day claims, funds are loaded within 60 seconds onto the Onecard, and the system will pull the funds back if the funds are not utilized within 24 - 48 hours. Clients are still able to load new funds should the funds be reversed due to it not being utilized. This is just a security measure put in place since clients have access to load claim funds on the Onecard at any time provided that there are no outstanding or rejected day-to-day claims.
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 do have your best interests at heart, and 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.
Once again, we apologize for any inconvenience caused and we hope the above brings clarity on the matter.
Kind Regards,
Oneplan
Best regards,