AA
Adriana A
1 reviews | Active since Oct 2024
19 Oct 2024, 09:42
Attention Pet Owners: A Cautionary Tale about OnePlan Pet Insurance
Oneplan Pet Insurance
I’ve been a loyal customer of OnePlan Pet Insurance for six years, paying for the second-highest tier of coverage for my dog, Trixie. But when I really needed their support, they failed me.
Recently, Trixie had to be hospitalized for a full day, where she was admitted, given anesthesia, and had X-rays and examinations done. The total cost was R4,000. To my shock, OnePlan only covered R1,400. Their reason? They claimed that Trixie’s hospital stay was just a “normal consultation for diagnosis” and refused to consider it a hospitalization.
I’ve been paying into their system for years, expecting to be covered in situations like this, but when it mattered most, they didn’t deliver. What’s the point of paying for premium coverage if they won’t come through when your pet needs serious medical attention?
I wanted to share my experience to caution others who are thinking of joining OnePlan. Please do thorough research before committing to any pet insurance. In my opinion, OnePlan Pet Insurance is an illusion that leaves you disappointed when you need help the most.
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Oneplan Insurance's replyOfficial
21 Oct 2024, 15:42Dear Adriana,
Thank you for taking the time to bring this to our attention.
We are sorry to hear about the way you feel as we will always have our clients and fur-babies best interests at heart. We have attempted to contact you on the listed number; however, it was to no avail.
As per our policy terms and conditions under the heading "What is Not Covered" on the Oneplan Pet Hospital Admission Cover Section (point 2) it states that admission and/or hospitalization exclusively for diagnostic procedures, monitoring, and/or observing is not covered under the in-hospital benefit, however, this will be covered under the day-to-day benefits on the Comprehensive plans.
Thank you for taking the time to bring this to our attention.
We are sorry to hear about the way you feel as we will always have our clients and fur-babies best interests at heart. We have attempted to contact you on the listed number; however, it was to no avail.
As per our policy terms and conditions under the heading "What is Not Covered" on the Oneplan Pet Hospital Admission Cover Section (point 2) it states that admission and/or hospitalization exclusively for diagnostic procedures, monitoring, and/or observing is not covered under the in-hospital benefit, however, this will be covered under the day-to-day benefits on the Comprehensive plans.
Records on our system confirm that your fur-baby is covered on the Classic plan which offers day-to-day and in-hospital benefits. Any diagnostic tests including medication for your fur-baby will fall under the day-to-day benefit and will be covered under the Casualty benefit up to the cover limit of R1400 per Casualty claim and your fur-baby has 4 Casualty Benefit claims per year.
According to the invoice that we received, the services rendered were medication, and diagnostic procedures which fall under the Casualty benefit up to the respective cover limit of R1400.
Kindly note that should clients feel that the cover limit for a Casualty claim is insufficient, clients have the option to choose to add the Diagnostic Booster that is available as an add-on benefit on our Classic plan which caters specifically to diagnostic tests up to the respective cover limit of R5000 per annum.
Should a diagnostic procedure result in a confirmed diagnosis the cost of the in-hospital corrective procedure can be reviewed under the authorized Hospital admission cover limit. Kindly note that all in-hospital claims must meet our admission matrix which is found in your policy schedule.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly to all clients. We do have your fur-babies best interests at heart, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF (Treat Customers Fairly) policy to ensure all our clients receive fair service and cover.
We encourage all our clients and potential clients to ensure that they; do understand all products available in the market; and perhaps approach their Financial Advisor for a factual comparison of products.
Once again, we apologize for any inconvenience caused and hope the above brings clarity to the matter.
Kind Regards,
Oneplan
Oneplan Insurance's reply21 Oct 2024, 15:42
Official
Dear Adriana,
Thank you for taking the time to bring this to our attention.
We are sorry to hear about the way you feel as we will always have our clients and fur-babies best interests at heart. We have attempted to contact you on the listed number; however, it was to no avail.
As per our policy terms and conditions under the heading "What is Not Covered" on the Oneplan Pet Hospital Admission Cover Section (point 2) it states that admission and/or hospitalization exclusively for diagnostic procedures, monitoring, and/or observing is not covered under the in-hospital benefit, however, this will be covered under the day-to-day benefits on the Comprehensive plans.
Thank you for taking the time to bring this to our attention.
We are sorry to hear about the way you feel as we will always have our clients and fur-babies best interests at heart. We have attempted to contact you on the listed number; however, it was to no avail.
As per our policy terms and conditions under the heading "What is Not Covered" on the Oneplan Pet Hospital Admission Cover Section (point 2) it states that admission and/or hospitalization exclusively for diagnostic procedures, monitoring, and/or observing is not covered under the in-hospital benefit, however, this will be covered under the day-to-day benefits on the Comprehensive plans.
Records on our system confirm that your fur-baby is covered on the Classic plan which offers day-to-day and in-hospital benefits. Any diagnostic tests including medication for your fur-baby will fall under the day-to-day benefit and will be covered under the Casualty benefit up to the cover limit of R1400 per Casualty claim and your fur-baby has 4 Casualty Benefit claims per year.
According to the invoice that we received, the services rendered were medication, and diagnostic procedures which fall under the Casualty benefit up to the respective cover limit of R1400.
Kindly note that should clients feel that the cover limit for a Casualty claim is insufficient, clients have the option to choose to add the Diagnostic Booster that is available as an add-on benefit on our Classic plan which caters specifically to diagnostic tests up to the respective cover limit of R5000 per annum.
Should a diagnostic procedure result in a confirmed diagnosis the cost of the in-hospital corrective procedure can be reviewed under the authorized Hospital admission cover limit. Kindly note that all in-hospital claims must meet our admission matrix which is found in your policy schedule.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly to all clients. We do have your fur-babies best interests at heart, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF (Treat Customers Fairly) policy to ensure all our clients receive fair service and cover.
We encourage all our clients and potential clients to ensure that they; do understand all products available in the market; and perhaps approach their Financial Advisor for a factual comparison of products.
Once again, we apologize for any inconvenience caused and hope the above brings clarity to the matter.
Kind Regards,
Oneplan