Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Oneplan Insurance earns strong praise for its people and its WhatsApp-first service model. Customers consistently name individual consultants who resolve queries within minutes and load funds onto the Oneplan card before vet visits. A recurring theme, however, is friction at the money end of the relationship: rejected invoices, declined pre-authorisations, annual premium increases and debit orders that continue after cancellation.
Top Strengths:
- •Agent Quality & Customer Care: Agent Quality & Customer Care (4.3) is the clear driver of sentiment. Customers name consultants such as Tashreeq Khan, Julian David, Celine Kriel, Athi, Gershwin Lewis and Razia Yousuf, describing them as patient, knowledgeable and genuinely caring during pet emergencies and bereavement.
Replied to 100% of negative reviews
Reply time on negative reviews: 4h 12m
TrustIndex
10
Perfect Score
Ranking
#2
in Pet Insurance
Reply Time
1h 31m
NPS Score
55
Recommended: Very Likely
Replied to 100% of negative reviews
Reply time on negative reviews: 4h 12m
Nov '25 - Oct '26
Frequently Asked Questions About Oneplan Insurance
What do customers say about Oneplan Insurance?
Based on recent customer reviews, Oneplan Insurance earns strong praise for its people and its WhatsApp-first service model. Customers consistently name individual consultants who resolve queries within minutes and load funds onto the Oneplan card before vet visits. A recurring theme, however, is friction at the money end of the relationship: rejected invoices, declined pre-authorisations, annual premium increases and debit orders that continue after cancellation.
What is Oneplan Insurance's biggest strength?
Oneplan Insurance's biggest strength, according to Hellopeter's AI analysis, is Agent Quality & Customer Care. Agent Quality & Customer Care (4.3) is the clear driver of sentiment. Customers name consultants such as Tashreeq Khan, Julian David, Celine Kriel, Athi, Gershwin Lewis and Razia Yousuf, describing them as patient, knowledgeable and genuinely caring during pet emergencies and bereavement.
What are the most common complaints about Oneplan Insurance?
The most common complaint about Oneplan Insurance, based on Hellopeter's AI analysis of recent customer reviews, is Pricing, Premiums & Transparency. Pricing, Premiums & Transparency (2.8) is the weakest area. Customers report yearly premium increases against shrinking benefits, undisclosed waiting periods and exclusions, double or post-cancellation debits, and cancellation requests needing several attempts before being actioned.
How does Oneplan Insurance compare to other Car Insurance companies?
Oneplan Insurance scores 3.6 out of 5 on Hellopeter's AI analysis of service quality in Car Insurance, compared to the Car Insurance industry average of 3.2. Their strongest theme is Agent Service (4.4); their weakest is Pricing & Excess (2.8). The top AI-rated Car Insurance business on Hellopeter is OUTsurance (4.2). How is the AI Score calculated? →
Is Oneplan Insurance trustworthy?
Oneplan Insurance has a TrustIndex of 10 out of 10 on Hellopeter, based on 4,553 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 4 hours 12 min. Hellopeter has tracked Oneplan Insurance across 32,680 total reviews. How is the TrustIndex calculated? →
Recent reviews (4,553)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Oct 2026
Excellent and quick customer service from the beginning
Excellent and quick customer service from the beginning. Affordable pland and no issues claiming for my pet when she had teeth extracted. I was assisted by Athi and it was a pleasure
1 reviews | Active since Oct 2026
Excellent and quick customer service from the beginning
Excellent and quick customer service from the beginning. Affordable pland and no issues claiming for my pet when she had teeth extracted. I was assisted by Athi and it was a pleasure
1 reviews | Active since Oct 2026
Athi had excellent service
Athi had excellent service. Quick and clear with her explanations.
1 reviews | Active since Oct 2026
Athi had excellent service
Athi had excellent service. Quick and clear with her explanations.
1 reviews | Active since Dec 2012
I've had pet insurance for my dogs with OnePlan for a number of years
I've had pet insurance for my dogs with OnePlan for a number of years. Although the application's functions don't always work 100%, I've only had good service from them. I recently lost my boy and the way they handled that with much kindness and care, was special. I even received a beautiful candle in memory of my Archie boy.
1 reviews | Active since Dec 2012
I've had pet insurance for my dogs with OnePlan for a number of years
I've had pet insurance for my dogs with OnePlan for a number of years. Although the application's functions don't always work 100%, I've only had good service from them. I recently lost my boy and the way they handled that with much kindness and care, was special. I even received a beautiful candle in memory of my Archie boy.
1 reviews | Active since Oct 2014
Kopano Makgeledishe was very helpful to help me to downgrade my policy
Kopano Makgeledishe was very helpful to help me to downgrade my policy. Always fast service from OnePlan pet insurance.
1 reviews | Active since Oct 2014
Kopano Makgeledishe was very helpful to help me to downgrade my policy
Kopano Makgeledishe was very helpful to help me to downgrade my policy. Always fast service from OnePlan pet insurance.
1 reviews | Active since May 2026
Very bad medical insurance
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 supp****, 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 reimbur*****ts—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.
1 reviews | Active since May 2026
Very bad medical insurance
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 supp****, 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 reimbur*****ts—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.
1 reviews | Active since Oct 2026
Excellent customer service Quick response Your issues are attended to immediately
Excellent customer service Quick response Your issues are attended to immediately
1 reviews | Active since Oct 2026
Excellent customer service Quick response Your issues are attended to immediately
Excellent customer service Quick response Your issues are attended to immediately