1 reviews | Active since Jul 2020
Covered only under strict conditions
Our family pets have been insured by Oneplan Pet Insurance for the last 8 - 10 years, and it's just not the same company it used to be.
What they don't straight up tell you (and leave you to find out the hard way) is that any diagnostic testing to be done will not be covered under hospital admissions and will only be covered by your casualty benefit (capped at R1400 for my plan). The consultations, diagnostics and meds all costed R5500)
Where in your life have you seen that diagnostics cost R1400 - even for humans??? A consultation with the vet alone costs R300 - 700 per vet visit.
In previous years this was not the case. They covered diagnostics.
This is not the first time butting heads with One Plan either, a few months ago they had the pet double insured after I clearly stated that my mom had passed away (and sent the death certificate), and that the policy needed to be reassigned to me, they debited both my mother's account (which had not been locked yet), as well as mine. As I understand it, it is ******* to double ensure an object??? Even after explaining this to them they still have not refunded the amount deducted from my mothers account (which they said they would).
Strongly considering cancelling this policy as it is just not worth it to end up spending R300+ on the insurance then spending an additional R4000 for her vet bill, and then not even mentioning the food. I would rather put the R300+ away every month for these events, instead of spending thousands throughout the years only to be met with unreasonably stringent conditions. Sad that a relationship that spanned almost a decade should end this way.
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.
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 to your fur-baby were consultation, 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
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.
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 to your fur-baby were consultation, 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