All Good And Well, until you want to claim

I opened a Oneplan Pet insurance policy for two dogs a few months ago.

It all seemed fantastic from all the advertising and marketing I saw online, and decided that it would be a great idea to invest in my best friends by covering them medically.

We received our Onepet Credit Card, which Is a fantastic idea by the way. We have been on the plan for some months, and a few weeks ago, we decided to take our monsters for their shots, and routine check up.

It was found that my one dogs ear was a bit swollen, and as such the vet gave some meds to sort it out.

The claims process on the app went perfectly well, we swiped the card, and the claim was paid.

We submitted the invoice through the app, and we thought that was the end of it.

We received a notification that the claim was partially declined.

When we contacted Oneplan, we were advised that the ear issue should have been claimed from the Plan, but under another benefit.

Reasonable, but surely this is an administrative issue, which can be rectified on Oneplan's side. The vet gave us one bill, similarly as when you or I would go the the doctor.

Well not in this case.

We asked them to assist in fixing this, but they say they cannot.

If I put the issue in terms I can understand, what they require, can be likened to me going to the GP for a routine visit, and the doctor discovers that I have a cold.

He gives me medication for the cold over and above the routine visit.

Am I then expected to submit two claims. One for the General Exam, and then a separate one for the doctor diagnosing, and treating the cold.

Well, from past experience, this is not how things are done,

Oneplan was adamant that there is nothing they can do about this, and as such my wife (who was handling the call) advised the person that it this is the case, she would like to cancel the policy.

The person told her that she cannot just cancel the policy, and that he will get a manager to call her back.

This was about a week ago, and nobody has bothered to call either her or myself (the policy holder)

I have been loyally paying the monthly cost, without any complaints.

All I expect, is that what I signed up is honored.

Everything which we claimed for is covered under the policy according to the policy schedule.

A company with such innovative ideas, should know better, and treat the people whom entrust them with their money, and well being of their pets better

What is going to happen, if one day we really need the cover to be available?

Come on guys! This is ridiculous, are you really going to through my business away for a mere R195.00, when you are in actual fact obliged to honor it?

If you are, then please give me a call, so that I can cancel the product.