The complaint has been investigated and
resolved to the customer's satisfaction
Resolved
OnePlan Insurancecomplaint of service

D Review updated:

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

RESOLVED

The complaint has been investigated and resolved to the customer's satisfaction.

  • OnePlan Insurance's response · Jul 15, 2019

    Good day,

    We're truly sorry to hear about what has transpired.

    Your review is very concerning & we'd like to investigate the matter. Kindly email [protected]@oneplan.co.za with your ID/policy number included so we may assist further in this regard.

  • OnePlan Insurance's response · Dec 09, 2019

    Hi Matsheko,

    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

Responses

  • Ka
    Karin Olivier May 02, 2012
    This comment was posted by
    a verified customer
    Verified customer

    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 [protected]@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.

    1 Votes
  • On
    Oneplan Insurance Jul 15, 2019

    @Karin Olivier 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 [protected]@oneplan.co.za with your ID/policy number included.

    Please do email us the requested details so we may assist in this regard.

    -1 Votes
  • Pr
    Premilla Oct 09, 2012
    This comment was posted by
    a verified customer
    Verified customer

    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.

    0 Votes
  • On
    Oneplan Insurance Jul 15, 2019

    @Premilla 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

    0 Votes
  • Ja
    Jansen van Vuuren Mar 27, 2013
    This comment was posted by
    a verified customer
    Verified customer

    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.

    -1 Votes
  • On
    Oneplan Insurance Jul 15, 2019

    @Jansen van Vuuren Hi there Jansen van Vuuren,

    We are truly sorry for the inconvenience which was caused due to this.

    Kindly email [protected]@oneplan.co.za with the ID/policy numbers included so we may investigate the matter & assist further.

    -1 Votes
  • Un
    unhappy john Aug 22, 2013
    This comment was posted by
    a verified customer
    Verified customer

    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 .

    0 Votes
  • On
    Oneplan Insurance Jul 15, 2019

    @unhappy john Good day John,

    We're truly sorry to hear about what transpired.

    Kindly email [protected]@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.

    0 Votes
  • Bo
    Boipelo Nov 02, 2015
    This comment was posted by
    a verified customer
    Verified customer

    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.

    0 Votes
  • On
    Oneplan Insurance Jul 15, 2019

    @Boipelo 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.

    0 Votes
  • Ch
    chantelle/tella Jan 15, 2018
    This comment was posted by
    a verified customer
    Verified customer

    good day ive been trying to cancel since 02nd of January with no luck please cancel . id-[protected] policy -[protected]

    0 Votes
  • On
    Oneplan Insurance Jul 15, 2019

    @chantelle/tella 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.

    0 Votes
  • Eh
    Eharmse Oct 11, 2018
    This comment was posted by
    a verified customer
    Verified customer

    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.

    0 Votes
  • On
    Oneplan Insurance Jul 15, 2019

    @Eharmse 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 [protected]@oneplan.co.za with your ID/policy number in the subject line as reference so we may investigate the matter further.

    0 Votes
  • Ma
    Matsheko Dec 04, 2019
    This comment was posted by
    a verified customer
    Verified customer

    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!!!

    0 Votes

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