aA
annieschmidt A
1 reviews | Active since Aug 2016
10 May 2023, 08:30
Breaking their own Policy Rules and then reject the claim after funds was transferred.
So I submitted my 4th Casualty Claim on the app and it was Approved and funds transferred to the One Plan Card. I then received an e-mail days after the vet visit to say the claim is rejected. I submitted the invoice and got another email to say claim is rejected.
When I phone the lady on the phone advises me that the 14 days did not pass between the two visits. I explained the Puppy was hurt and had to go to a Specialist but only offered me the complaints department details
So One Plan break their own policy by approving the claim within this 14 day period. They transfer the funds but then reject the claim because only 12 days lapsed between the two vet visits.
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Oneplan Insurance's replyOfficial
10 May 2023, 09:26Good day Annie,
Thank you for reaching out to us.
Thank you for reaching out to us.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value you as our client.
Kindly note that our Pet Classic and Super plans offer your fur-baby 4 Casualty claims per year. According to our policy schedule, it states that for Casualty claims, you may claim for a Casualty event up to the claim limit per event with a fourteen (14) day waiting period between the initial event and the next event, However you may claim for follow-up visits for the same event until the event limit has been reached within a period of 14 days ‐ for example, if your limit is R500 and your previous claim was only for R250, you can still claim another R250 for the follow-up vet visit for the same issue. You may not claim for the same event under a new cover within the fourteen (14) day waiting period.
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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Oneplan Insurance's reply10 May 2023, 09:26
Official
Good day Annie,
Thank you for reaching out to us.
Thank you for reaching out to us.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value you as our client.
Kindly note that our Pet Classic and Super plans offer your fur-baby 4 Casualty claims per year. According to our policy schedule, it states that for Casualty claims, you may claim for a Casualty event up to the claim limit per event with a fourteen (14) day waiting period between the initial event and the next event, However you may claim for follow-up visits for the same event until the event limit has been reached within a period of 14 days ‐ for example, if your limit is R500 and your previous claim was only for R250, you can still claim another R250 for the follow-up vet visit for the same issue. You may not claim for the same event under a new cover within the fourteen (14) day waiting period.
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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan