SA
Sharmaine A
1 reviews | Active since Nov 2024
15 Nov 2024, 05:10
Bad customer service
It looks like One Plan will do anything not to pay a claim, my cat was admitted into hospital on Saturday, on Sunday I sent through the ore-authorisation form and was told that I must sent in the invoices and payment will take to to 7 days. Yesterday I go to fetch my cat and while waiting I get told of the bad service they were receiving from One Plan, I waited a whole 2 hours and eventually I settled the bill as I needed to get home. While on the call the person assistance my policy was only signed on the 27/09, I opened my policy schedule and proved her wrong, then she says to me that my cats Condition is pre-existing. In the 4 years I have never admitted him in hospital because he was sick, he got sick for the first time last week, can this consultant prove that his condition was pre-existing. I also get told there is a 60 days waiting period, we literally admitted him on day 59, if this was an issue, why was I not told this when I sent through the ore-authorisation document so I could have planned better financially
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Oneplan Insurance's replyOfficial
15 Nov 2024, 10:23Dear Sharmaine,
Thank you for taking the time to bring this to our attention. We sincerely apologize for any inconvenience caused and the circumstances under which your posting has reached as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have attempted to contact you on the listed number; however, it was to no avail.
Kindly note that as per our policy terms and conditions, any condition that is diagnosed within the first 60 days of your fur-baby being covered on the policy is deemed as a pre-existing condition and your policy inception date was the 11th of September 2024 and any pre-existing, congenial, or hereditary conditions are excluded for the first 12 months from the date of inception.
Please take note that pre-existing is a medical condition that presented Clinical Signs, that were in existence prior to this policy’s Inception Date, or in existence during the first sixty (60) days within the waiting period or that was newly diagnosed within the first two months from the Inception Date of the policy, whether it was known or unknown.
Records from the Vet confirm that your fur-baby was diagnosed with Chronic Kidney Disease which develops over a period of time.
Kindly note that this kind of condition existed before your policy began and it doesn’t mean that your Pet was diagnosed with it. He or she could even have been showing the symptoms.
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 for 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 as hearsay may cause a consumer to make a decision based on inaccurate information. Once again, we apologize for any inconvenience caused and hope the above brings clarity to the matter.
Kind Regards, Oneplan
Thank you for taking the time to bring this to our attention. We sincerely apologize for any inconvenience caused and the circumstances under which your posting has reached as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have attempted to contact you on the listed number; however, it was to no avail.
Kindly note that as per our policy terms and conditions, any condition that is diagnosed within the first 60 days of your fur-baby being covered on the policy is deemed as a pre-existing condition and your policy inception date was the 11th of September 2024 and any pre-existing, congenial, or hereditary conditions are excluded for the first 12 months from the date of inception.
Please take note that pre-existing is a medical condition that presented Clinical Signs, that were in existence prior to this policy’s Inception Date, or in existence during the first sixty (60) days within the waiting period or that was newly diagnosed within the first two months from the Inception Date of the policy, whether it was known or unknown.
Records from the Vet confirm that your fur-baby was diagnosed with Chronic Kidney Disease which develops over a period of time.
Kindly note that this kind of condition existed before your policy began and it doesn’t mean that your Pet was diagnosed with it. He or she could even have been showing the symptoms.
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 for 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 as hearsay may cause a consumer to make a decision based on inaccurate information. Once again, we apologize for any inconvenience caused and hope the above brings clarity to the matter.
Kind Regards, Oneplan
Oneplan Insurance's reply15 Nov 2024, 10:23
Official
Dear Sharmaine,
Thank you for taking the time to bring this to our attention. We sincerely apologize for any inconvenience caused and the circumstances under which your posting has reached as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have attempted to contact you on the listed number; however, it was to no avail.
Kindly note that as per our policy terms and conditions, any condition that is diagnosed within the first 60 days of your fur-baby being covered on the policy is deemed as a pre-existing condition and your policy inception date was the 11th of September 2024 and any pre-existing, congenial, or hereditary conditions are excluded for the first 12 months from the date of inception.
Please take note that pre-existing is a medical condition that presented Clinical Signs, that were in existence prior to this policy’s Inception Date, or in existence during the first sixty (60) days within the waiting period or that was newly diagnosed within the first two months from the Inception Date of the policy, whether it was known or unknown.
Records from the Vet confirm that your fur-baby was diagnosed with Chronic Kidney Disease which develops over a period of time.
Kindly note that this kind of condition existed before your policy began and it doesn’t mean that your Pet was diagnosed with it. He or she could even have been showing the symptoms.
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 for 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 as hearsay may cause a consumer to make a decision based on inaccurate information. Once again, we apologize for any inconvenience caused and hope the above brings clarity to the matter.
Kind Regards, Oneplan
Thank you for taking the time to bring this to our attention. We sincerely apologize for any inconvenience caused and the circumstances under which your posting has reached as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have attempted to contact you on the listed number; however, it was to no avail.
Kindly note that as per our policy terms and conditions, any condition that is diagnosed within the first 60 days of your fur-baby being covered on the policy is deemed as a pre-existing condition and your policy inception date was the 11th of September 2024 and any pre-existing, congenial, or hereditary conditions are excluded for the first 12 months from the date of inception.
Please take note that pre-existing is a medical condition that presented Clinical Signs, that were in existence prior to this policy’s Inception Date, or in existence during the first sixty (60) days within the waiting period or that was newly diagnosed within the first two months from the Inception Date of the policy, whether it was known or unknown.
Records from the Vet confirm that your fur-baby was diagnosed with Chronic Kidney Disease which develops over a period of time.
Kindly note that this kind of condition existed before your policy began and it doesn’t mean that your Pet was diagnosed with it. He or she could even have been showing the symptoms.
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 for 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 as hearsay may cause a consumer to make a decision based on inaccurate information. Once again, we apologize for any inconvenience caused and hope the above brings clarity to the matter.
Kind Regards, Oneplan