Insurance & Medical Aid · Contact details
One Plan Medical Aid Contact Details
Oneplan sells health insurance, not a medical aid. Its own homepage says so in as many words: Oneplan is a non-life insurance product, not a medical aid, underwritten by Bryte Insurance Company Limited. The Oneplan call centre is on 010 0010 141, WhatsApp on 083 794 5452 and health customer care answers on care@oneplan.co.za. What that one sentence changes for you as a policyholder is set out below.
Oneplan contact numbers, emails and address
| What you need | Contact | When it is answered |
|---|---|---|
| Call centre | 010 0010 141 | Monday to Friday 08:00 to 17:00, Saturday 08:00 to 12:00 |
| Hospital authorisation, admission and emergencies (health and pet) | Listed as available 24/7 | Any time |
| 083 794 5452 | Business hours only | |
| Health customer care | care@oneplan.co.za | Email between 08:00 and 17:00 |
| Hospital authorisation and admission | admissions@oneplan.co.za | Email between 08:00 and 17:00 |
| Maternity pre-birth and specialist authorisation | auths@oneplan.co.za | Email between 08:00 and 17:00 |
| Hospital claims | hospclaims@oneplan.co.za | Email between 08:00 and 17:00 |
| Day-to-day claims | claims@oneplan.co.za | Email between 08:00 and 17:00 |
| Gap cover queries | care@oneplan.co.za | Email between 08:00 and 17:00 |
| Gap cover claims | gapclaims@oneplan.co.za | Email between 08:00 and 17:00 |
| Head office | 2nd Floor, South Tower, Nelson Mandela Square, corner Maude and 5th Street, Sandton City, Johannesburg | |
| Postal address | Box 652075, Benmore, 2010 |
Oneplan call centre hours and after-hours cover
The call centre answers Monday to Friday 08:00 to 17:00 and Saturday 08:00 to 12:00. After hours, on weekends and on public holidays, Oneplan answers on its digital platforms and by email between 08:00 and 17:00, and says plainly that it takes no calls in that window. Existing clients can load day-to-day claims, check statements and chat in the Oneplan app, which keeps the same hours as web chat.
Health insurance, not a medical scheme: what that changes
A medical aid in South Africa is a medical scheme registered under the Medical Schemes Act. A scheme has to cover the Prescribed Minimum Benefits, cannot turn you away for being ill, and answers to the Council for Medical Schemes. Health insurance is a different legal animal: it pays the benefits written into the policy for the events written into the policy, and it carries none of those scheme obligations.
- If a claim is declined, the Council for Medical Schemes cannot take up your complaint. Complain to Oneplan first, then to the National Financial Ombud Scheme on 0860 800 900.
- A hospital or doctor who asks for your medical aid details is asking for a scheme. Say that you have health insurance, and give the policy number and the authorisation route above.
- Read the benefit schedule for the amount paid per event. Do not assume that a chronic condition or a long admission is covered the way a scheme would cover it.
Oneplan gap cover for medical scheme members
Oneplan also sells gap cover, and that one is designed for people who already belong to a medical scheme. It pays towards the shortfall between what a specialist charges and what the scheme pays. Gap cover has its own mailboxes: care@oneplan.co.za for queries and gapclaims@oneplan.co.za for claims. If you have a scheme and a Oneplan policy, check which of the two you actually hold before you send anything.
Where the Oneplan head office is
Oneplan’s head office is on the 2nd Floor, South Tower, Nelson Mandela Square, corner Maude and 5th Street, Sandton City, Johannesburg, and post goes to Box 652075, Benmore, 2010. Existing clients can load day-to-day claims, check statements and chat in the Oneplan app.
Frequently asked questions
What is the Oneplan contact number?
The Oneplan call centre number is 010 0010 141, answered Monday to Friday 08:00 to 17:00 and Saturday 08:00 to 12:00. Hospital authorisation, admission and emergencies are listed as available 24/7.
Does Oneplan have a WhatsApp number?
Yes: 083 794 5452, answered during business hours only. After hours and on public holidays, Oneplan answers on its digital platforms and by email.
What is the Oneplan email address?
Health customer care is care@oneplan.co.za. Hospital admissions go to admissions@oneplan.co.za, maternity authorisations to auths@oneplan.co.za, hospital claims to hospclaims@oneplan.co.za and day-to-day claims to claims@oneplan.co.za.
Is One Plan a medical aid?
No. Oneplan sells a non-life insurance product, not a medical aid, underwritten by Bryte Insurance Company Limited. A hospital that asks for your medical aid details is asking for a scheme, so say that you have health insurance and give the policy number instead.
Sources
- Oneplan homepage, product disclosure: oneplan.co.za
- Oneplan contact page: oneplan.co.za/home/contact