Oneplan Insurance

Dear Steph, Thank you for taking the time to share your experience with us. We understand how emotional and distressing this situation must be, particularly while dealing with concerns regarding a claim and your policy. We take your concerns seriously and would like the opportunity to investigate the matter thoroughly. Kindly send an email with your policy number and any relevant claim information so that the relevant team can review your case and address your concerns directly. We appreciate you bringing this to our attention and would welcome the opportunity to assist further and provide clarity on the matter. Kind regards, Oneplan.

Hi Reshoketswe, Thank you for your kind words and for awarding us a 5 star rating. We’re thrilled that your experience with our team was excellent. We look forward to supporting you for many years. Kind regards, Oneplan.

Hi Tamlin, We’re delighted to receive your 5 star review and grateful for your positive comments about our team. We look forward to keeping you impressed for many years. Thank you for choosing Oneplan! Kind regards, Oneplan.

Dear Johannes, We note your concerns and acknowledge the challenges experienced with your claims. We would like to clarify the claims process as outlined in Section 3 of your policy schedule. The policy specifies that once you have swiped your Oneplan Claims Card (just like you swipe a debit card) at the provider, you can immediately snap and upload your documents e.g. invoice via the App and your event and claim will be finalised. You will be required to pay at the practice and submit a valid invoice to the Oneplan claims department for processing via e-mail on [email protected] or WhatsApp to +27 (0) 83 794 5452. If the required invoice is not submitted, the claim will remain outstanding and may ultimately be rejected. In such instances, the policy will be restricted from processing any new day-to-day claims until the outstanding matter has been resolved. To resolve the claim, you may pursue one of the following options: Submit the detailed invoice together with valid proof of payment for review and finalisation of the claim; or pay back the funds utilised from the benefit to recover the outstanding claim balance. Once either of these requirements has been met and the matter has been resolved, you will again be able to process new day-to-day claims on the policy. Please note that all claims are assessed in accordance with the applicable terms and conditions, which are communicated in the policy documentation provided at policy inception and throughout the duration of the policy. Oneplan remains committed to the principles of Treating Customers Fairly (TCF) and applies these principles consistently to ensure fair and equitable treatment of all clients. We trust the above clarifies the matter and look forward to resolving this with you. Kind regards, Oneplan.

Dear Buhlebenkosi, We acknowledge your concerns and would like an opportunity to address any matters that may have risen and led to your review. May we kindly request that you send an email to [email protected] with your policy details and provide more information on your experience. This will allow us to have a look into the matter and address it efficiently. We look forward to hearing from you. Kind regards, Oneplan.

Dear Joeney, Thank you for taking the time to share your feedback with us and for bringing this matter to our attention. We regret that your experience has been frustrating and did not meet your expectations. However, following a review of the matter, we would like to clarify the following: Our records confirm that your policy application was successfully completed via our online portal on 18/03/2026. At the time of application, all required information, including your banking details was provided to facilitate the activation of the policy. Since inception, no cancellation request has been received, and therefore, premium collections have been processed in accordance with the agreed policy terms and conditions. Thus no refund is due for the premium collected. Should you wish to proceed with a cancellation, you may submit your request to [email protected], including your policy number in the subject line. A consultant will then assist you further. Please note that, in line with policy terms and conditions, a 30-day (one full calendar month) notice period applies upon cancellation. All applicable terms and conditions are communicated to clients at the commencement of the policy and throughout its duration. While we remain committed to assisting where possible, all actions are governed by these terms. Oneplan adheres to Treating Customers Fairly (TCF) principles and remains committed to ensuring consistent and equitable treatment for all clients. We encourage you to review your policy schedule, which was issued to your registered email address, to familiarise yourself with your selected plan, as well as the applicable benefits, limits, and terms. We trust that this provides clarity on the matter. Kind regards, Oneplan.

Hi Mary-Jane, Thank you for taking the time to compliment our team. Customer service is our number one priority, and we are delighted that we were able to create a memorable experience for you. Kind regards, Oneplan.

Dear Claudia, Thank you for taking the time to share your experience with us. We are truly sorry for the frustration, disappointment, and inconvenience you have gone through. Your feedback is deeply concerning, and we fully understand why you feel let down. Kindly note that the matter has been investigated and we would like to clarify that as outlined in the policy schedule; It is your responsibility to ensure that we receive your premium on the date nominated by you. We reserve the right to collect any failed or rejected premiums through double debiting the nominated bank account with the outstanding premium and the following month’s premium. Should the failed or rejected premium be collected through debit order, your premium will not be collected on the date that you have nominated, and you may incur additional bank charges for which you will be responsible. Authenticated Collections (Debicheck) is a debit order collection system that allows us to ensure a debit can take place when sufficient funds are available. The payments made are to cover the outstanding premium for May and June 2026. Additionally, the charge of R115.00 is not a premium debit processed by Oneplan as it does not reflect on the payment statement for your policy. This may be a charge from your bank due to the rejected transaction. Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients. We trust that this clarifies the matter. Kind regards, Oneplan.

Dear Gideon, We are concerned about your low rating and would like to gather more information on your experience so that we may address your concerns directly and clearly. May we kindly request that you send an email to [email protected] with your policy details and tell us all about your experience so that we may have a look into it and assist further. In your email, please mention that it is related to a Trustpilot Complaint. We look forward to hearing from you. Kind regards, Oneplan.

Hi Kay, Thank you for sharing your service experience with us. We truly appreciate your 5 star rating and are delighted that Nyabe delivered exceptional service. We look forward to continuing to impress you for many years. Thank you for choosing Oneplan! Kind regards, Oneplan.

Hi Bronwyn, We sincerely apologise for the distress, frustration, and inconvenience you have experienced. The situation you’ve described is deeply concerning, and we regret that our service fell so far short of what you are entitled to expect from us. We are truly sorry for the way this matter was handled, including the unauthorised activation of the policy, the confusion surrounding cancellation, the debit order communication, and especially the lack of clear and timely feedback. This is not the standard of service we aim to provide, and we understand how upsetting this experience has been. We have reviewed the matter internally and can confirm that, according to our records, the debit order in question was not successfully processed. However, we fully acknowledge that the communication around this was inconsistent and caused unnecessary distress, and for that we sincerely apologise. We also regret the manner in which you were treated while trying to resolve the issue and that you were required to repeatedly follow up without receiving adequate feedback. Your experience has been escalated for review so that we may address the breakdowns that occurred and prevent similar incidents going forward. Thank you for bringing this matter to our attention. Your feedback is taken very seriously, and we are sorry that we were unable to meet your expectations during this interaction. Kind regards, Oneplan.

Dear Eduard, We are truly sorry for the distress and frustration you have experienced. This is certainly not the experience we want any of our members to have, especially when it involves the health and well‑being of a beloved fur baby. We understand how upsetting it is to feel unsupported during such a difficult situation, and we apologise for the disappointment and inconvenience caused. Your concerns regarding cover, authorisation, and follow‑up communication are taken very seriously. We would like the opportunity to investigate this matter thoroughly and assist you further. Please could you kindly provide your policy number or registered contact details by sending us a direct message, or email us at [email protected] so that we can review your policy and the specific circumstances around the claim and authorisation. We are committed to understanding what went wrong and ensuring the appropriate team engages with you urgently. Thank you for bringing this to our attention, and we hope to resolve this matter as soon as possible. Kind regards, Oneplan.

Hi Marilize, Thank you so much for your lovely feedback, Marilize! We’re delighted to hear that adding your second dog was effortless and that provided prompt and helpful service. We truly appreciate your support. Kind regards, Oneplan.

Dear Ashleigh, Thank you for sharing your experience with us, and for taking the time to explain what you and your family have been through. We are truly sorry for the loss of your beloved Maya. Losing a fur baby is incredibly painful, and our sincere condolences are with you during this difficult time. We also regret the distress and disappointment caused by the handling of your claim, especially given your many years of loyalty to Oneplan. We understand how upsetting it must be to face administrative frustrations while grieving, and we sincerely apologise for the inconvenience and confusion you experienced, including the feedback provided and the follow‑up process. We would appreciate the opportunity to review your claim again in detail and ensure that your concerns are addressed properly. To allow us to do so, please kindly provide us with your policy details. You may send these to [email protected], with your policy number included in the subject line as a reference. Alternatively, you are welcome to share your details with us via WhatsApp on +27 83 794 5452, and a member of our team will assist you further. Once again, please accept our heartfelt condolences for your loss. We truly value the trust you placed in us over the years and would like the opportunity to assist you further and provide clarity on this matter. Kind regards, Oneplan.

Dear Gerda, Thank you for taking the time to share your concerns with us. Following a thorough investigation, we would like to provide clarity on the matter. We have identified that the premium quoted during the policy application did not correctly reflect on our system. This issue was escalated to our IT department for rectification. Unfortunately, the correction was implemented after the initial debit instruction reflecting a lower amount had already been submitted to your bank. As a result, a subsequent debit request was processed to recover the outstanding balance required to align the premium correctly. However, this transaction was declined. Consequently, an outstanding amount remains payable on your policy and must be settled to ensure the policy remains in good standing. With regard to the policy card, please note that this will be couriered to your selected address within 30 days following the successful collection of your first premium. You will receive an SMS notification once the card is ready for dispatch. As your policy inception date is 31/03/2026, the delivery is still well within the standard turnaround timeframe. We trust that this clarifies the matter. Kind regards, Oneplan.

Dear Vallerie, Thank you for bringing this matter to our attention. Our sincerest apologies for the experience you've had with our services. We have noted that a manager has been in contact with you to discuss the matter and assist further. Feedback will be provided once the matter has been investigated. We look forward to resolving the matter at hand. Kind regards, Oneplan.

Dear Hayley, Thank you for bringing this matter to our attention. Our sincerest apologies for the experience you've had with our services. Kindly note that a refund for the debit collected has been processed. The money will reflect in your bank account subject to your bank's processes and turnaround time. We truly apologise for the inconvenience and frustration caused to you by this. Kind regards, Oneplan.

Dear Gavin, Thank you for taking the time to share your concerns with us. May we kindly request that you send us an email to [email protected] with your policy details in the subject line and provide more information on your experience. This will allow us to investigate the matter and provide feedback. In your email, please state that it is related to a TrustPilot Complaint. We look forward to hearing from you to resolve the matter. Kind regards, Oneplan.

Hi Nicolaas, Thank you so much for sharing your feedback with us. While we’re sorry to hear that your experience began with some frustration, we’re truly delighted that Thandeka was able to turn things around so quickly and professionally. We’re pleased to hear that she corrected the errors on your policy efficiently, communicated clearly throughout the process, and ensured your documents were updated and sent through exactly as promised. Providing prompt, accurate support is something we strive for, and it’s wonderful to know that Thandeka’s dedication helped restore your confidence in our service. We truly appreciate your kind words, they will mean a great deal to her. Thank you for choosing Oneplan! Kind regards, Oneplan.

Hi Layla, Thank you for your kind words and for awarding Mbali a 5 star rating. We’re thrilled that your experience with our team was excellent. We look forward to supporting you for many years. Kind regards, Oneplan.