Bad Service of OnePlan, I am hoping was a once off...

I am on the highest plan and pay R460 per month.

I found out today, that I could not take my dog for a routine medical check up because of an unpaid amount which OnePlan cannot prove that that they've notified me or contacted me to inform me about the outstanding value. (I am a first time pet owner, and wanted the best insurance for my pet. It is therefore also the first time that I've pet insurance so I am learning as I am going along).

I called OnePlan and was told that an e-mail was sent to me on the 4 January 2018 that the claim was rejected and there was an outstanding payment of R133 and some change (The claim was paid - so what was rejected). There was no e-mail stating that there were any outstanding monies.

I was not aware of the claim, which I've paid now. My complaint is after a full year my account was debited R460/pm x 12, I was not told that there was an amount outstanding (and such a small amount).

This does gives me the impression that OnePlan looks for ways and means not to pay claims. Thank goodness I found this out on a routine check which usually cost less than R500 and not on a procedure costing R1000s.

OnePlan have promised to have claims department call me back... Lets wait and see if this happens. I hope this was a once off "bad service" experience..