RR
Ralph R
1 reviews | Active since Feb 2014
06 Feb 2024, 13:57
Claim rejected and waiting on refunds from OnePet
I have two policies with OnePlan Pet Insurance and have received the worst possible customer experience with seemingly no-one able to assist me or provide guidance.
I loaded a claim on the app but I am unable to attach the supporting docs, I emailed this through to them over 30 days ago.
In summary, my claim has been rejected without reasoning and I apparently owe R550. 1. Cat annual vaccination - Total cost R1684.40, I requested R1300 and was just informed this was declined and I owe a payment of R550. Why? 2. Cat flea dip - R400.60, I need a refund for this like I stated previously but the app does not allow me to load it or attach the invoices. This needs to be refunded out of my pet med savings. 3. Dog 10 week vaccination - R798.72, I would like a refund on this as I was informed on sign up this would be covered.
Regards
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Replies (1)
Oneplan Insurance's replyOfficial
06 Feb 2024, 16:44Good day Ralph,
Thank you for taking our call earlier and allowing us the opportunity to resolve this.
Thank you for taking our call earlier and allowing us the opportunity to resolve this.
We sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for any inconvenience caused. Customer service is our number one priority, and this is not the level of service we aim to provide our clients with. Please rest assured that this matter will be investigated, as we do value you as our client.
As per our telephonic conversation kindly note that the Classic Plan has day-to-day and In-hospital benefits. The Pet Med Savings and Casualty benefit falls under the day-to-day cover.
As per our telephonic conversation kindly note that the Classic Plan has day-to-day and In-hospital benefits. The Pet Med Savings and Casualty benefit falls under the day-to-day cover.
A vet consultation prescribed medication, pathology, radiology, medically justifiable dentistry, minor procedures, and treatments, or diagnostic tests will be covered under the Casualty benefit up to the cover limit of R1400 and your fur-baby has 4 Casualty Benefit claims per year.
The Pet Med Savings benefit covers preventative care claims for your fur-baby such as voluntary sterilization, vaccinations, deworming, tick and flea control, anal gland expression, dental scaling and polishing, nail clipping, chronic medication, hydro- and physiotherapy. This will be covered up to the annual cover limit of R800. Should clients request more cover, they can choose to add on the Pet Med Booster which offers an additional towards preventative care claims.
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. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
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. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
We have since proceeded to escalate the matter to the relevant department, we will revert to you with the relevant feedback.
We thank you for your patience in the matter and we hope to resolve your issue as soon as possible.
Kind Regards,
Oneplan
Oneplan Insurance's reply06 Feb 2024, 16:44
Official
Good day Ralph,
Thank you for taking our call earlier and allowing us the opportunity to resolve this.
Thank you for taking our call earlier and allowing us the opportunity to resolve this.
We sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for any inconvenience caused. Customer service is our number one priority, and this is not the level of service we aim to provide our clients with. Please rest assured that this matter will be investigated, as we do value you as our client.
As per our telephonic conversation kindly note that the Classic Plan has day-to-day and In-hospital benefits. The Pet Med Savings and Casualty benefit falls under the day-to-day cover.
As per our telephonic conversation kindly note that the Classic Plan has day-to-day and In-hospital benefits. The Pet Med Savings and Casualty benefit falls under the day-to-day cover.
A vet consultation prescribed medication, pathology, radiology, medically justifiable dentistry, minor procedures, and treatments, or diagnostic tests will be covered under the Casualty benefit up to the cover limit of R1400 and your fur-baby has 4 Casualty Benefit claims per year.
The Pet Med Savings benefit covers preventative care claims for your fur-baby such as voluntary sterilization, vaccinations, deworming, tick and flea control, anal gland expression, dental scaling and polishing, nail clipping, chronic medication, hydro- and physiotherapy. This will be covered up to the annual cover limit of R800. Should clients request more cover, they can choose to add on the Pet Med Booster which offers an additional towards preventative care claims.
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. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
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. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
We have since proceeded to escalate the matter to the relevant department, we will revert to you with the relevant feedback.
We thank you for your patience in the matter and we hope to resolve your issue as soon as possible.
Kind Regards,
Oneplan