I have had such a positive experience with Oneplan. Their team is always exceptionally helpful, the agents are always friendly and their communication is seamless. What I particularly appreciate is ho... Toon meer
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Lees wat reviewers zeggen
Consultants either don't understand or don't know their own policy. I asked for the lowest plan that covers day to day emergencies. My dogs eye was injured, literal hole in his cornea. Vet sent us hom... Toon meer
Bedrijf heeft geantwoord
@Nomfundo Sihlabeni, You are a star, thank you so much for assisting me with my query, you called me for something else and when i told you my frustration you took it upon your self to see that my que... Toon meer
Bedrijf heeft geantwoord
Temba Xaba has been the most wonderful consultant. She listened carefully to my questions, addressed everything in detail. Gave honest opinion when asked. She was patient even when she needed to re... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
Oneplan is Insurance made simple. It’s cover for the things you love most - made easy. We offer affordable insurance without compromising on quality. Oneplan To Make Today Better.
Contactgegevens
Verenigde Staten
- www.oneplan.co.za
3,9
Goed
825 reviews
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I have had such a positive experience…
I have had such a positive experience with Oneplan. Their team is always exceptionally helpful, the agents are always friendly and their communication is seamless. What I particularly appreciate is how quickly they process reimbursements when you've paid for something yourself rather than using your Oneplan card or preloaded funds. The entire process is straightforward, efficient and hassle free. Their app is easy to navigate and process claims through. It's reassuring to deal with a pet insurance provider that makes things this easy. Excellent service all around! Keep it up.
7 oktober 2026
Review zonder uitnodiging
If I could give minus stars...
If I could give minus stars, I would!
The ratings are great on here, but select claims as a key word.....
Will tell you all you need to know.
They will not pay and think they are justified in doing so.
I see so many people giving details of their issues and long responses from Oneplan which makes it seem they are correct, when they really are not.
So not going to bother with details.
All I can say, is run!
26 oktober 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
Dear DH,
Thank you for taking the time to leave a review.
We are sorry to see your 1-star rating and would appreciate the opportunity to better understand your experience with Oneplan.
Kindly e-mail us at care@oneplan.co.za with your policy details and additional information regarding your experience so that we can investigate the matter and work towards an appropriate resolution.
Alternatively, you can contact us via WhatsApp on 083-794-5452 or call us on 010-001-0141 and one of our consultants will be happy to assist you further.
We look forward to hearing from you and addressing your concerns.
Regards,
Oneplan.
Consultants either don't understand or…
Consultants either don't understand or don't know their own policy. I asked for the lowest plan that covers day to day emergencies. My dogs eye was injured, literal hole in his cornea. Vet sent us home with medication. Submitted the claim and got rejected because the injury isn't being treated at the hospital. I was told if I add a booster to the hospital plan, it would be covered. Jokes. When the event happend I asked questions and they told me since I didn't pay an amount for a claim that was rejected, that I cant access the booster (literally as my pups eye is bleeding). A claim I didn't even know was rejected.
24 oktober 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
Dear Josslynn,
Thank you for bringing your concerns to our attention.
We sincerely apologise for the frustration and disappointment this matter has caused. We have conducted a thorough investigation and reviewed the interaction during which the change to your policy was discussed and processed.
Our review confirmed that the differences between the Primary Plan and the Hospital Plan were explained during the conversation. It was communicated that the Primary Plan includes day-to-day benefits, while the Hospital Plan is designed primarily for hospitalisation and does not provide cover for routine day-to-day veterinary expenses. Following this discussion, you elected to downgrade to the Hospital Plan and include the Pet Med Booster benefit for both of your pets.
For clarity, the Pet Med Booster benefit provides cover for certain routine and preventative care expenses, including:
Vaccinations
Tick and flea treatment
Anal gland expression
Deworming
Sterilisation
Dental cleaning and scaling
Nail clipping
Hydrotherapy/Physiotherapy
Microchipping
Chronic medication
The annual benefit allocation is R350 per pet, per year.
With regards to upgrading your policy, the policy terms and conditions provide that once a downgrade has been implemented, an upgrade may only take place after a period of six months. As your downgrade became effective on 1 August 2026, you will be eligible to upgrade back to the Classic Plan from 1 March 2027.
Until such time, any consultations, treatments, or veterinary expenses that fall outside the benefits available on your current plan would be payable privately unless they qualify under the Pet Med Booster benefit detailed above.
Formal communication regarding your In-Hospital claim was sent to you on 25 October 2026, outlining the reasons for the claim being declined.
Please also note that should your pet require hospitalisation due to illness or require a qualifying procedure, pre-authorisation will be required. To facilitate this process, please ask your veterinarian to provide the diagnosis, treatment plan, and cost estimate. These documents can be emailed to petpreauths@oneplan.co.za, with your policy number included in the subject line.
We understand that this outcome is not what you had hoped for and appreciate that it may be disappointing. While we are unable to make an exception to the policy rules in this instance, we remain committed to treating all clients fairly and consistently in accordance with the terms and conditions of their policies.
Should you require any further clarification or assistance, please do not hesitate to contact us. Our team will be happy to assist wherever possible.
Regards,
Oneplan.
@Nomfundo Sihlabeni @OnePlan
@Nomfundo Sihlabeni, You are a star, thank you so much for assisting me with my query, you called me for something else and when i told you my frustration you took it upon your self to see that my query was resolved. so much grateful for a great service you represent One Plane very well out here.
19 oktober 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
Hi Tshilidzi,
Thank you for your wonderful feedback. Your 5 star review reflects the dedication from Nomfundo, and we’re grateful for your continued support. We look forward to serving you for years to come.
Kind regards,
Oneplan.
One plan has been my medical insurance…
One plan has been my medical insurance for more than a year and a half they have repeatedly disappointed me now ignoring me while I am still a paying cleint they disgust me I need them to own responsibility cause all the proof I am providing is regarding their unprofessional poor service and nothing is being resolved please one plan how much should I beg..
14 oktober 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
Dear Maryka,
Thank you for taking the time to leave a review.
We are sorry to see your 1-star rating and would appreciate the opportunity to better understand your experience with Oneplan. Kindly email us at care@oneplan.co.za with your policy details and additional information regarding your experience so that we can investigate the matter and work towards an appropriate resolution. Alternatively, you can contact us via WhatsApp on 083 794 5452 or call us on 010 001 0141, and one of our consultants will be happy to assist you further.
We look forward to hearing from you and addressing your concerns.
Kind regards,
Oneplan.
Unacceptable Service and Unfounded…
Unacceptable Service and Unfounded Claim Denials – Oneplan Health Insurance
Review Title: Extremely Disappointed: Initial Authorization Revoked, Unauthorised Third-Party Debits, and Poor Customer Support
Rating: 1 / 5 Stars
I am writing this review to express my deep dissatisfaction with Oneplan Health Insurance regarding their service, claims processing, and billing practices. My experience with this company has been deeply distressing and frustrating.
1. Pre-Approved Hospitalization Approved then Rejected
I was recently admitted to the hospital for an emergency. Oneplan initially approved my hospitalization, which was the sole reason I went to a private facility—I would never have gone to a private hospital if I did not have valid medical insurance coverage.
However, after approving it, Oneplan turned around and rejected the claim post-admission, leaving me to handle the massive bill entirely on my own. They justified this sudden reversal by making the baseless and completely unfounded claim that the incident was an attempted suicide. Revoking a pre-approval and denying a legitimate emergency claim on such false assumptions is completely unacceptable.
2. Unauthorized Third-Party Debit Order & Billing Errors
Due to an initial error on my end, incorrect banking details were supplied, resulting in payments being deducted from a third party’s bank account. Crucially, this third party never signed a Third-Party Debit Order Mandate Form, meaning Oneplan has been debiting an account without lawful authorization. The account holder is now demanding an immediate refund.
Furthermore, I have been unemployed for three years and do not have the financial means to reimburse this third party or continue paying premiums for an insurance plan that fails to deliver on its obligations.
3. Rejection of Everyday Out-of-Pocket Claims
It is not just emergency hospital claims that are being rejected. My routine requests for reimbursements—including prescription medication, pathology tests, and GP visits—have been consistently declined. I am paying for medical insurance yet receiving zero coverage when I actually need it.
4. Dysfunctional App, Website, and Communication
The overall customer experience is appalling:
The mobile application and website are unreliable and extremely difficult to navigate.
Customer service responsiveness is exceptionally poor, making basic inquiries or dispute resolutions nearly impossible to handle effectively.
Conclusion
Compared to other medical insurance providers on the market that offer far more affordable, transparent, and user-friendly options, Oneplan falls severely short.
I demand that Oneplan immediately honor the original hospitalization approval, rectify the unauthorized third-party debit issue, and process the necessary refunds for the affected third-party account holder. I strongly advise potential customers to look elsewhere for reliable health coverage.
15 september 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
Dear Briers,
Thank you for your feedback.
We have reviewed the concerns raised and would like to provide the following clarification:
The claims referenced in your review have previously been reviewed, and detailed feedback was provided outlining both the processing of the claims and the outcomes reached on the policy. We note that you lodged a complaint regarding these claims on 04/08/2026, at which point the matter was escalated to the relevant department for further assistance. Following the escalation, the matter was investigated and addressed directly.
With regard to the banking details and debit order concerns raised, our records indicate that the banking details on the policy were updated via the mobile app. As this change was made through the self-service platform, the amendment was actioned by the policyholder and responsibility for the banking details supp**** rests with the client.
We further note that when you subsequently contacted us via WhatsApp to enquire about a third-party debit order mandate form, you were advised that we would require the account holder's consent together with a bank confirmation letter and a copy of the account holder's identification document before any third-party banking arrangement could be considered. These required documents were not received by our team. Additionally, during those interactions, it was not disclosed that the banking details had already been changed via the mobile application, and only a request to send the third-party mandate form to the account holder was raised.
We can confirm that your request to cancel the policy has been processed and that the policy is currently set to cancel effective 01/11/2026, as requested.
Regarding your statement that day-to-day claims are being rejected, our records show that there is currently a rejected optometry claim dated 21/09/2026 which remains outstanding. In order for this claim to be reassessed, we require a detailed invoice from the service provider. Until the required documentation is received and the claim can be concluded, the claim will remain rejected and no further day-to-day claims will be processed on the policy. Alternatively, the rejected claim can be resolved through reimbur*****t of the funds utilised for the claim.
We take your comments regarding your interactions with our service teams seriously. The concerns raised about the service received will be investigated internally and addressed with the relevant departments to ensure that appropriate feedback is provided.
Kind regards,
Oneplan.
Oneplan lies namelessly to evade accountability, continuously re-transcribing damaging falsehoods to hide their toxic customer culture.
To Oneplan management and Trustpilot: trying to abuse the reporting process to flag and hide my honest review won't delete your operational failures or silence a paying customer. Trustpilot’s immediate automation of this flag shows a deeply biased and unfair system that favors corporate interests over consumer truth. The facts remain, the payout is confirmed, and your combined attempt to censor me only proves my point.
I am being forced to change my review or have it removed...so much for trust ...yet they can slur me freely and never correct anything.
If the truth is painful then never play with it
Oneplan lies namelessly to evade accountability, continuously re-transcribing damaging falsehoods to hide their toxic customer culture. I do have time so il be happy to take this matter to multiple platforms since this culture needs a wakeup call.
Let us establish the undeniable facts that your corporate response deliberately tried to rewrite across your emails:
• The Ultimate Contradiction: You publicly claim the documentation was 'insufficient' and 'lacking information.' This is a blatant, provable lie. Oneplan has already backed down and paid out this claim in full using the exact same SPCA computer printout you are trying to claim was invalid or illegible! You cannot publicly claim paperwork is unreadable or insufficient when your own claims department eventually accepted those exact details to settle the payout.
• The Fabricated 'Vulgarity' Charge: You repeatedly throw around the word 'vulgar' but refuse to name the exact sentence because you know it clears me. The recording of Kamogelo Medupe proves my remarks were a broad, systemic critique of how consumers are treated by large systems in South Africa. My exact words were that 'the hospital, the government, and other services do substandard things to us, but Oneplan is even worse.' I did call your plan scammers, because withholding payouts for three years fits that description perfectly. At no point was any profanity directed at your staff. The consultant didn't panic over the language—he panicked because he was called out for taking three long holds and breaks without giving me a single answer. He simply wanted to get me off the line and weaponized a general, non-directed expression as an excuse to shut down the conversation.
• Weaponizing a Physical Disability: Your attack on my WhatsApp 'spelling and wording' is disgusting. I have a physical disability that affects my fine motor skills, leading to minor, completely readable typos (such as typing 'hosoital' instead of hospital). While the consultant, Shari, did not remain silent for the entire 40 minutes, she spent that time failing to answer a single question, only bringing up my typos as an excuse once she was called out for wasting my time. Using a customer's typing difficulties to mask operational incompetence shows zero emotional intelligence.
• Deceptive Store Claims: Your 'Onepet Store' discounts are a complete marketing gimmick. Numerous independent South African retailers (like Pet Heaven, Canine & Co, and Family Pet Centre) are vastly cheaper without making dishonest promotional claims.
No one from your management team even attempted to reach out to me before writing this fiction. You simply typed up a nameless cover-up to protect your public score. Consumers can easily discern truth from tone. The rot in this company’s customer service is global. Do your research, look at the one-star reviews, and stay away from Oneplan.
5 oktober 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
Dear Deborah,
Thank you for taking the time to share your feedback. We are sorry to hear about your dissatisfaction and would like to provide clarification regarding the concerns raised.
Upon review of your refund claim, we can confirm that the documentation submitted was not sufficient for the claim to be processed. In order to assess and process a PetMed Booster refund claim, we require a computer-generated detailed invoice that clearly reflects:
The pet's name
The services and/or treatments rendered
The amounts charged
The service provider's details
Unfortunately, the documents you had submitted did not contain all the required information needed to validate the claim. As a result, the refund claim could not be approved or processed. These requirements form part of the standard claims assessment process and are applied consistently to all claims. We have noted that the required documents have subsequently been submitted and the claims have been processed for payment.
With regard to your interactions on WhatsApp, our consultants highlighted that some of the messages received were unclear due to spelling and wording, which may have led to difficulties in fully understanding your queries. This was raised purely to facilitate clearer communication and ensure that accurate assistance could be provided. Based on our review, the consultants assisted to the best of their ability using the information available to them at the time.
We also reviewed the call recording relating to your interaction with Kamogelo Medupe. The recording confirms that vulgar language was used during the conversation, following which the consultant respectfully requested that such language be avoided while he continued assisting with your query. The consultant proceeded to address your concerns regarding the claims process, explained the available upgrade options, answered your questions, and subsequently sent you an email containing the comparison brochure and estimated upgrade quotations as requested.
Regarding the pet store discount benefit, we would also like to clarify that your policy documentation states the following:
"As a Oneplan Pet Hospital Plan Client, you enjoy exclusive access and up to 15% discount in the Onepet Premium Pet Store. These are savings you can put towards making your premium more affordable."
The benefit therefore provides up to 15% discount at the Onepet Premium Pet Store and is not a guaranteed 25% discount.
We acknowledge your disappointment and regret that your experience did not meet your expectations. However, based on our review, the claim outcome was determined by the absence of the required supporting documentation, and our consultants followed the applicable processes while assisting with your queries.
Kind regards,
Oneplan.
horrible communication
horrible communication. chatbots and simply frustrating to get claims done. seems like a deliberate attempt to make claim difficult
22 september 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
Dear TeachTech Studios,
Thank you for bringing this matter to our attention. We sincerely apologize for the frustration and disappointment caused by your experience.
Please be assured that your feedback regarding the communication you have received and the challenges experienced during the claims process has been noted. We take these concerns seriously, and the matter will be investigated internally and addressed with the relevant teams to identify any areas where improvements can be made.
We have also noted that you were being assisted with your request via WhatsApp, and our team remains engaged in resolving the matter and providing the necessary support.
We value your feedback as it helps us improve the service we provide to our clients. Thank you for your patience while this matter receives the attention it deserves.
Kind regards,
Oneplan.
I want to give this scam pet insurance…ZERO stars
I want to give this scam pet insurance 0 stars for their terrible and pathetic service. They do not pay for anything and i regret not listening to the vets and other people who have warned not to take out pet insurance with them. Please be warned that this insurance just uses your love for your pets to get their money each month but the minute you need to claim for something they DO Not PAYOUT!! Utterly disgusted by this place.
8 september 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
Dear E Smith,
Thank you for sharing your feedback.
We have noted that the same concern has been raised across multiple platforms. We take all customer feedback seriously and made every effort to contact you directly to better understand and address your concerns. Unfortunately, when our team reached out, the call was terminated and you advised that you were not interested in discussing the matter further.
As a result, we have been unable to obtain the necessary information to investigate your concerns, explain the outcome of the claim, or address the discrepancies you have referenced regarding your policy benefits. We remain committed to resolving customer concerns through open engagement and would welcome the opportunity to review the matter with you should you wish to do so.
Should you decide to engage with us, please contact our Customer Care team and we will gladly investigate and provide detailed feedback on your policy and claim history.
Kind regards,
Oneplan.
It was easy to get hold of the correct…
It was easy to get hold of the correct department and person they helped me so quickly I have no stress taking my pet to the vet now, no husel
8 september 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
Hi Dane,
We appreciate you taking the time to share your experience. Your 5 star rating means a great deal to us, and we’re thrilled that our team met your expectations.
Thank you for trusting Oneplan as your insurer!
Kind regards,
Oneplan.
I didn't give a total 5 star ⭐ because…
I didn't give a total 5 star ⭐ because I had to wait and make alot of attempts before I was finally put through to a consultant who goes by the name Tebogo Motaene personally she/he deserves a 5 star ⭐ rating she was really helpful and friendly
3 september 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
Hi Kegomoditswe,
Thank you for sharing your service experience with us. We truly appreciate your rating and are delighted that Teboho delivered exceptional service. We look forward to continuing to impress you for many years.
Thank you for choosing Oneplan!
Kind regards,
Oneplan.
The worst experience I have ever had…
The worst experience I have ever had with a so-called professional company. See my review on their actual page. I did not get further than application stage as I withdrew, for good reason, at that stage. That is where my nightmare experience began with them. As at time of this review, it is still not over. This company needs to get their act together. My name is Linda. The name on this review is my sons who used my cell to post a review in the past and I don’t know why it cannot be changed back to my name?!?
7 augustus 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
Dear Linda,
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 relating to your policy. We sincerely regret any additional stress or frustration that this matter may have caused.
Kindly note that your concerns have been escalated and are currently being managed by our Complaints Department. The matter remains under review, and communication regarding your case is ongoing. Feedback will continue to be provided via email as updates become available.
We appreciate your patience while the matter is being addressed and assure you that it is receiving the necessary attention.
Once again, we sincerely apologise for the inconvenience caused and remain committed to working towards a resolution.
Kind regards,
Oneplan.
Any Excuse Not To Pay
We got pet insurance for our dog Basil last year. This year has been a hard series of medical issues for him. Despite paying over R400 p/m there is always a reason to not accept the claim, and that's resulted in us paying over R40k out of pocket - which getting insurance was meant to prevent. In one incident, our dog accidentally ate glass getting into something he shouldn't have - they wouldn't cover it because it didn't actually hurt him and 'no medical intervention was required', despite him being hospitalised and undergoing treatments to monitor him all night. Amongst other incidents they wouldn't cover. Since we're paying out of pocket for everything anyway, I don't see the value in also paying an additional few hundred a month for nothing. Absolute waste of our money - do yourself a favour and go with Dotsure instead, I wish I had and now Basil is too old to put on another good policy.
31 juli 2026
Review zonder uitnodiging
Antwoord van 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.
I’ve had the best experience with one…
I’ve had the best experience with one plan. It’s so convenient and the staff are super knowledgeable, helpful and friendly. I’ve never had issues when it comes to claims. They are truly reliable and deliver what they promised!
3 juni 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
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.
Excellent service from her and she took…
Excellent service from her and she took her time, did not rush through the process and made me understand properly before ending the call.
23 juni 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
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.
Highly Dissappoint Patient
Was very dissappointed by the way I got treated this morning. I tried to load funds into my card and only then learnt that my card was blocked due to incorrect submission of required invoice. It would have been nice to be called by someone to let me know that there was a problem with my subscription instead of waiting for me to get sick. I was so sick this morning I went to the doctor only to learn that my policy was blocked. That is very unproffessional on your side. The reason I have this subscription is because I do not have ready cash to pay the doctor but just to be told to pay cash and make a claim afterwards because there was a problem with the previous invoice submitted. I dont mind paying but at least someone needs to communicate it to me. I had to self medicate for the day .Can you imagine if this was a case of life and death that because of one incorrect invoice submitted I will not be allowed the service. I am really considering to cancell the policy .I would not advice anybody to take up a policy with you guys. Hiigly dissappointed patient.
22 juni 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
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 claims@oneplan.co.za 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.
An agent provided misleading…
An agent provided misleading information which was very frustrating because I thought I got the level of cover I need.
5 juni 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
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 care@oneplan.co.za 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.
Unauthorized debit orders
These people take your money without your consent you are still in the process of deciding on whether they would be the most suitable then they do unauthorized debit orders from your account. Lavern Phillips was assisting me and I have not received any communication in the last 7 days I have requested for a refund on the same day the money was debited from my account I am on the verge of taking legal action I want my money back!!!!!!!!!
2 juni 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
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 cancel@oneplan.co.za, 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.
Went the extra mile
One plan understood my frustration and escalated my claim to be processed although it took longer than normal I am still satisfied with my health plan policy
28 mei 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
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.
I’m absolutely upset and disappointed
I’m absolutely upset and disappointed, and in the process of cancelling my plan. I was happy until Oneplan decided to take double the amount for my monthly premium in May, plus and extra R115. I have tried speaking to two different consultants, providing screenshots of my bank statement but yet they still refuse to acknowledge the extra charges, despite the referencing clearly stating it’s from them. I feel taken advantage of. As a hard working citizen, I work extremely hard for my money for some organisation to just take it and deny ever doing so. Some of us do not have extra buck laying around, we actually need EVERY CENT WE HAVE.
18 mei 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
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.
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