OnePlan Insurance’s earns a 2.3-star rating from 0 reviews and 25 complaints, showing that the majority of policyholders are somewhat dissatisfied with their coverage.
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Replied
deductions after cancellation
I joined the OnePlan Health Insurance with a hosptial plan option specifically the Elite Hospital Planand the policy number was [protected]. It was for my daughter and myself. This started around Feb / March 2014. I was then given a full tiem contract at the University that i teach with one of the benefits being a family medical scheme paid for by the institution. On the 23 July 2014 i notified the agent who had signed me up a Mr. Luvuyo Mhlongo about this and that unfortiunately I would have to cancel my Policy since they were not one of the preferred providers than the institution deals with. He responded by saying that I needed to contact the cancellation section on the email address : [protected]@onegrp.co.za
I did so on the 24 July 2015. I have just discovered that they have been deducting money from my account ever since and have not terminated my policy despite me having made clear that I wanted to cancel and that i have joined another Health Insurance namely Discovery. I have mailed them and they choose not to reply.
The complaint has been investigated and resolved to the customer's satisfaction.
Please accept our sincerest apologies for what has transpired regarding your cancellation.
We would like to look further into the matter regarding why your policy was not cancelled as requested however, we will require your policy details.
Kindly email care@oneplan.co.za with your ID/policy number included & within the subject line of the email, state " Complaints Board" so we may assist further in this regard.
Replied
no feedback very poor customer service
Oneplan medical aid took double debit order from my account after I cancelled it in November 2012. I've been fighting to get my money back ! After how many mails and phone calls not a single feedback or reply! Different story every single time.Managers not responding or out all the time or bussy on another call or they can't find him / her wil take my number and they wil phone me back I have heard a hundred times before!no respond to mails so I went to hello peter site and place them there.I'm tired and spend a lot of time on calls and enough money now! I need help...Noktule is the lady in charge of the complaints dep there but I'm stil waiting for her call as to when I can get my money back! Spoke to Danie Fourie, Zama, Thembi, terrance all saying the same thing over and over we wil phone you back today ...bla bla bla! Is this customer service? I'm tired and frustrated, and don't know if I should rather take it to the newspapers.
Angry and very unhappy
Mr Wayne de beer
The complaint has been investigated and resolved to the customer's satisfaction.
Your review on the experience you've had with us is truly concerning & we'd like to investigate the matter.
However, we will require you to email care@oneplan.co.za with your ID/policy number included & within the subject line of the email, state " Complaints Board".
Kindly email us in this regard so we may assist further.
Replied
no card issued after 3 months
I have joined one plan medical on 17 September. By 10 October I have not received my medical cards. I have phoned and informed them that I am moving and that they need to send my cards to an alternative address. End of October I phone and they informed me that the cards have been sent. 3 weeks later I phone and they told me that cards was sent on Monday. 2 Weeks later I phoned again and again the cards was sent on the Monday. Today I phone to be informed that the cards was sent on 17 October to my old address and no change of address was done on the system. No new cards have been issued or posted as I was told the previous 2 times I phoned. I will have to go on Holiday without medical insurance cards in my pocket and will have to pay all medical cost and claim back from them. The best they can do is request new cards and send them to my new address but that will take between 4 to 6 weeks and with it being December more likely 8 weeks. Not even a new credit cards takes that long to be issued. This is the worst service I have ever received from any medical company and clearly you get what you pay for - they are low cost and therefore cannot afford quality service. Will have to move again in 2012
The complaint has been investigated and resolved to the customer's satisfaction.
We're truly sorry to hear about the experience you've had with us regarding your Onecard delivery.
We would like to assist further however, we will require your ID/policy number to be emailed to care@oneplan.co.za & within the subject line of the email, state "Complaints Board".
Do email us the requested information.
I applied for the medical aid in October 2011 - to this date being 26th January 2012 no card has been issued!
have sent 3 requests for assistance to no avail! I am actually becoming very worried that I should not have joined this medical aid.
I have read a number of complaints on HELLO PETER and wonder if I should count my losses now and just cancel this policy!
richard hooper - policy number : [protected]
Hi there Richard,
We're sorry for the inconvenience which was caused due to late delivery of your Onecard.
After further review of your policy, we have come across that it is cancelled.
Replied
not authorizing my sons operation
This is only one of many problems i have encountered with OnePlan. My son is 3 years old and has over all been a very healthy child, around about middle August he got flu and it wouldn't get better, in the beginning of September I took my son to the doctor and was given medicine for sinuses & allergies, I returned to the doctor again the end of September as his condition was not improving, she referred me to a specialist as my sons tonsils had enlarged, the specialists diagnosis is that my son needs to have his tonsils & his adenoids removed as well as sinuses need to be drained and grommets put in his ears, my medical aid is now refusing to pay for the operation as they say their committee has decided it is a pre-existing condition! My specialist wrote them a letter stating that it is not and that it has recently occurred my son has trouble breathing when he sleeps as well as some temp hearing loss due to fluid behind his ear drum & they still decline the operation. A medical aid is there for these reasons and you pay for it, its not like its free & still they seem to have the upper hand, it's ridiculous. His operation is for Thursday and i still don't have a reference number.
The complaint has been investigated and resolved to the customer's satisfaction.
Please accept our sincerest apologies for what has transpired regarding your sons operation.
In order for us to assist, we will require to you email care@oneplan.co.za with your ID/policy number included & within the subject line of the email state " Complaints Board" so we may look further into the matter and provide the relevant feedback.
Oneplan handed us over to ITC ...can you believe that? after not paying accounts that we got authorization for...
Hi there Sariet,
Your comment is concerning & we'd like to look further into the matter.
Kindly email care@oneplan.co.za with your ID/policy number included & within the subject line of the email state " Complaints Board" so we may look further into the matter and provide the relevant feedback.
I have a policy with one plan, but i even want to cancel it because the service is extremely poor, i have been trying to call or get them to call me for 2 weeks, and when i called the lady i spoke to was fully aware that its an emergencyt. Well today she said she'll call me back in 5 minutes, its already towards the end of the day still waiting for her to call, to report an emergency that i wanted to report 2 weeks ago. So if anyone knows how to get their attention, please inform me, im tired of this.
Hi there Ntokz,
Please accept our sincerest apologies for what has transpired.
Kindly email care@oneplan.co.za with your ID/policy number included & within the subject line of the email state " Complaints Board" so we may investigate the matter further.
The clowns at On Plan once more have messed up their accounting system by double debiting my account, then thereafter screwed up the reversal by deducting the two amounts resulting in the suspension of my account, their Call Centre tells me that I should go to the bank and deposit the full amount to get reinstated.
The question arises... what if something serious happened in this period ... due to One Plans Ineptocracy someone could die, Im also told the System is down they cant do anything and why must I go to the bank the eft debit order is there for a reason... if anything the Directors as well as the IT expert should be fired.
Its of no use to brag what you can do ... Can you perform...Clowns can.
How many others have received e- mails and sms's ? Today July 07
Hi there Rob,
We are sorry to hear about what has transpired.
Please email email care@oneplan.co.za with your ID/policy number included & within the subject line of the email state " Complaints Board" so we may investigate the matter further on what transpired regarding your premium payments.
I joined One Plan a year ago and just when my 3 month waiting period was over we had a death in the the family which had put a lot of financial strain on me and i had to drop the policy, One plan has now contacted me to offer me reinstatement of the policy without any arrears, but when i phoned to ask if this was a full reinstatement (meaning no waiting period again) they told me, no, there is another option though, whereas you pay the arrears and then, there won't be another waiting period, what is in this for me then, i can just as well join anew and have my waiting period? There is no benefit for me in reinstating is there?
P Lombard
Hi there Persis,
Please accept our sincerest apologies for any inconvenience which has been caused.
Kindly email care@oneplan.co.za with your ID/policy number included & within the subject line of the email state " Complaints Board" so we may investigate the matter further on what transpired.
please look for any alternative medical aid these guys are reaping people of I had a policy with them and cancelled after realizing that they not the medical aid i would prefer they seem to work like a bank where you have to go and ask for an overdraft every time you visit the doctor.after cancelling they continued debiting money from my account last month even double debited me and when i call keep on telling me that the system has loaded you refund am tired of them and will simply hand them over to my lawyer.run whilst you can and run fast.
Hi there Brian,
We do apologize for any inconvenience caused.
Kindly note that we're a health insurance provider and not a medical aid. We would like to look further into the matter however, we will first require your policy details.
Please email care@oneplan.co.za with your ID/policy number included & within the subject line of the email state " Complaints Board" so we may investigate the matter further on what transpired.
Replied
complaint of service
Fristly, I get turned away from a hospital because according to one plan, my medical insurance has been cancelled, and they refuse to allow me to be seen by a dr. Dislocated knee, torn legaments. Only to find out on the monday, that it was a system problem, my monthly fee is payed in advance, however, my service was cancelled. Secondly, to get your money refunded from consultation visits, all 7 e-mail requests went ignored and unattended. Thirdly - not many dr's, dentists or specialists will accept the medical insurance, why, becasue of their shocking service, and non payment methods. Fourthly - when I called to complain, the consultatn lauged at me, and put the phone down. Absolutly shocking! This matter is being taken furtehr
The complaint has been investigated and resolved to the customer's satisfaction.
Thank you for allowing us an opportunity to resolve this matter for you.
Upon investigation we have identified that your policy was re-dated in August 2019 due to non-collection of premium and communication was sent to you informing you to revalidate your items.
Due to the revalidation clause not being met at time of incident, your claim was repudiated, we have since sent you a detailed letter in this regard.
Kind regards
The Oneplan Team
We're truly sorry to hear about what has transpired.
Your review is very concerning & we'd like to investigate the matter. Kindly email care@oneplan.co.za with your ID/policy number included so we may assist further in this regard.
We have received a rejection letter from ONEPLAN informing us that they are rejecting our vehicle claim based on the terms and conditions that follows, which was never explained to us at sales stage:
- You will not be covered until you have been notified that your car your vehicle is validated.
- Your vehicle must be re validated after a repair event by submitting all the images and/videos again before the our cover will be reinstated.
Fact: No repairs has been done the vehicle except for the minor servicing repairs that was done by NISSAN after each and every 15000 km since the vehicle is still under warranty. and the vehicle has never been on any accident other than the incident on: 08/11/2019
Meanwhile on an application stage we had submitted all the images/ videos of our vehicle. And the policy was accepted and the premiums were going-off from the my wife's account.
At the time of the accident I did pay my premium but to my surprise now they cannot help to repair my vehicle.
ONEPLAN is the worst insurance company and always try to find unnecessary loopholes.
I had to wait for almost 3 weeks for them to validate my claim and when I did a follow up, they advised me of the rejection
I WILL NEVER RECOMMEND ONEPLAN TO ANYONE!
I will report ONEPLAN for their unethical tactics!
Good day,
I have never received such poor service from Oneplan. I have been with oneplan for 2 years. When I request a call they phone me then transfer me around in the call centre, ask to rate the "Service the gave"... not sure what service they are referring to and then they just hang up.
I am being over charged for the last 8 months. One agent told me it is due to the registration fees when I applied for the insurance. I am still awaiting her call. Luckily I can not remember her name. She phoned me 09/10/2018 and said she would phone me back. To date I am still waiting. Two agent down the line wasting my time a third agent phoned me. Now my premium of R610.04 is due to my claims ratio. These terms written in small writing was never disclosed to me when I applied for the insurance whereby I asked if there were anything I need to know on the increase of my yearly payments. I am totally fine with a yearly increase. When I asked the 3rd agent why was this not explained to me when I asked the question. His reply was because, Oneplan cannot disclose all the information as there is to many? So what they do is they tell you about all the supposedly good cover but they leave out the actual important details. Very convenient.
Oneplan gave me excellent support that just when down the drain. The last call I received was to say how sorry they are about the poor service. I asked what can be done? They answered they can only apologies. What is the point in apologising profusely for a few minutes but, nothing is being done to fix this.
I am very disappointed in Oneplan. I highly recommended your service and excellent cover to everyone but, unfortunately I can no longer say that about Oneplan's service.
I am cancelling my policy and please spare me the fake apology.
Good day Eharmse,
We're truly sorry to hear about the experience which you've had with us,
When taking out a policy with us, all relevant documentation is sent via email regarding your policy.
It is important to take note of each section, its cover, limitations, waiting periods and excesses payable to ensure you fully understand the unique cover of each section.
Our policy wording is generic and must be read in conjunction with your schedule as not all cover may be applicable to the plan or option that you have selected.
Kindly email care@oneplan.co.za with your ID/policy number in the subject line as reference so we may investigate the matter further.
good day ive been trying to cancel since 02nd of January with no luck please cancel . id-[protected] policy -[protected]
Good day Chantelle,
We're sad to hear that you've cancelled your policy with us.
Please note that your policy has already successfully been cancelled.
Thanks for the comments it's 2015 and they are still inefficient. I just cancelled my policy and will have to go to the bank and completely block them as I'm afraid I might get debited again, this company should be taken off the books.
Hi there Boipelo,
We're sad to hear that you felt this way,
Kindly provide us with more details regarding the experience you've had with us so we may advise further. We use this to find problem areas and improve them or to provide relevant feedback and a better understanding of our product.
I also cancelled my policy with oneplan in february 2013, there was no acknowledgement from oneplan., only E-mails and phone calls asking why, and wether I would prefer to move to a differant plan . after the one month notice period I stupidly expected them to stop taking premiums, like any proffessional company would, but the premiums were still taken for a further two months . only when I stopped the direct debit at the bank did they inform me that my policy was cancelled due to non payment .this company should be banned from practising as they are just a bunch of money grabbing charlotants who you have to fight for every penny they pay out .
Good day John,
We're truly sorry to hear about what transpired.
Kindly email care@oneplan.co.za with your ID/policy number so we may investigate the matter further regarding why there were debits after serving the 30 day notice period for cancellations.
Good day
I have taken two one plan Insurance's one for me and one for my parents till today we have not received any paper work regarding this, but money keeps coming of my bank account. Second I'm very disappointed in the service we are getting it was agreed that the money go off on the 1st of the month today it is the 27/03/2013 and to debit orders went of my account one of R597.00 and R 150.00. the first one that went of in Feb 2013 was for 1121.25 and 830.00. either someone contact me regarding this or I wil cancel this and I want all my money paid back to me this is not the agreed amounts.
Hi there Jansen van Vuuren,
We are truly sorry for the inconvenience which was caused due to this.
Kindly email care@oneplan.co.za with the ID/policy numbers included so we may investigate the matter & assist further.
Thanks guys for all the comments. I definitely am not taking One-plan health insurance. They seem to be misleading people. South Africans should be protected from scams like these.
Hi there Premilla,
We're sad to hear that you feel this way,
Please note that many of the negative reviews are usually caused by misunderstanding and can generally be resolved timeously or accurate feedback given in order to give the client a better understanding of why the problem occurred.
Certain terms and conditions are always applicable and these are included in all policy documents before and during your experience with us. We believe that everyone should experience things on their own merit opposed to making decisions based on someone else's experience.
Kindly allow us the opportunity to show you our available plans so you may make a decision for yourself. Please use the below link.
https://www.oneplan.co.za/plans/landing
Oneplan health Insurance are without integrity, keep on deducting money from my bank account although I canceled my policy in January, please people watch out for them, there phone no. doesn't work and they don't reply to the faxes I send. After I send an email to info@oneplan.co.za they promised to stop deducting, but what happen on the 1 st May 2012, they deducted money again twice while I was in the bank, the clerk was stopping the debit order, so I had to withdraw all my money from my account.
Hi there Karin,
We do apologize for what has transpired.
We would like to assist further regarding the experience you've had with us however, we will require you to email care@oneplan.co.za with your ID/policy number included.
Please do email us the requested details so we may assist in this regard.
Overview of OnePlan Insurance complaint handling
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OnePlan Insurance Contacts
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OnePlan Insurance phone numbers+27 100 010 141+27 100 010 141Click up if you have successfully reached OnePlan Insurance by calling +27 100 010 141 phone number 0 0 users reported that they have successfully reached OnePlan Insurance by calling +27 100 010 141 phone number Click down if you have unsuccessfully reached OnePlan Insurance by calling +27 100 010 141 phone number 1 1 users reported that they have UNsuccessfully reached OnePlan Insurance by calling +27 100 010 141 phone numberCustomer Service
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OnePlan Insurance emailsveenash.p@onegrp.co.za100%Confidence score: 100%Supportcare@onegrp.co.za100%Confidence score: 100%Supportauths@oneplan.co.za99%Confidence score: 99%care@oneplan.co.za98%Confidence score: 98%admissions@oneplan.co.za78%Confidence score: 78%hrclaims@oneplan.co.za75%Confidence score: 75%
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OnePlan Insurance address54 Maxwell Drive, Woodmead North Office Park, Woodmead, 2021, South Africa
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OnePlan Insurance social media
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Checked and verified by Laura This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreJun 30, 2025 - View all OnePlan Insurance contacts
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