NF
Nicola F
1 reviews | Active since Mar 2016
06 May 2021, 14:39
DISGUSTED CUSTOMER
Disgusting service. I have my pets insured with them. This is the first time I have had to claim and it was the worst experience ever. My dog got sick twice and they say the dog can only visit the vet once every 14 days which is not stated in my policy so needless to say they won't pay for the second visit. I spoke to 2 people who were just not interested in resolving my query. As a result I have cancelled my policy and immediately signed up with Dotsure. You will continue to lose customers with your lack of interest. They kept telling me that it was a follow up visit which it was not but they would not give me the opportunity to explain just declined the refund.
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Replies (1)
Oneplan Insurance's replyOfficial
06 May 2021, 17:35Good day Nicola,
Thank you for taking the time to bring this to our attention, we tried contacting you to no avail.
We do sincerely apologize for any inconvenience which has been caused. We do have your fur-baby's best interest at heart and wish that he is having a speedy recovery. Kindly note terms and conditions of the policy have to be adhered to and app**** fairly for all clients, please note that this is by no means a ploy to refuse payment of the claim.
Upon investigation we discovered that the vet visit claim received on the 05/05/2021 was related to the condition that was treated on the 02/05/2021. The claim for the 02/05/2021 was paid up to the cover limit therefore the 14-day rule was not applicable as the cover limit was exceeded.
Kindly note according to our policy schedule it states that, 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. We will assist with all we can in line with our terms and conditions.
We once again apologize for any inconvenience caused.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention, we tried contacting you to no avail.
We do sincerely apologize for any inconvenience which has been caused. We do have your fur-baby's best interest at heart and wish that he is having a speedy recovery. Kindly note terms and conditions of the policy have to be adhered to and app**** fairly for all clients, please note that this is by no means a ploy to refuse payment of the claim.
Upon investigation we discovered that the vet visit claim received on the 05/05/2021 was related to the condition that was treated on the 02/05/2021. The claim for the 02/05/2021 was paid up to the cover limit therefore the 14-day rule was not applicable as the cover limit was exceeded.
Kindly note according to our policy schedule it states that, 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. We will assist with all we can in line with our terms and conditions.
We once again apologize for any inconvenience caused.
Kind Regards,
Oneplan
Oneplan Insurance's reply06 May 2021, 17:35
Official
Good day Nicola,
Thank you for taking the time to bring this to our attention, we tried contacting you to no avail.
We do sincerely apologize for any inconvenience which has been caused. We do have your fur-baby's best interest at heart and wish that he is having a speedy recovery. Kindly note terms and conditions of the policy have to be adhered to and app**** fairly for all clients, please note that this is by no means a ploy to refuse payment of the claim.
Upon investigation we discovered that the vet visit claim received on the 05/05/2021 was related to the condition that was treated on the 02/05/2021. The claim for the 02/05/2021 was paid up to the cover limit therefore the 14-day rule was not applicable as the cover limit was exceeded.
Kindly note according to our policy schedule it states that, 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. We will assist with all we can in line with our terms and conditions.
We once again apologize for any inconvenience caused.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention, we tried contacting you to no avail.
We do sincerely apologize for any inconvenience which has been caused. We do have your fur-baby's best interest at heart and wish that he is having a speedy recovery. Kindly note terms and conditions of the policy have to be adhered to and app**** fairly for all clients, please note that this is by no means a ploy to refuse payment of the claim.
Upon investigation we discovered that the vet visit claim received on the 05/05/2021 was related to the condition that was treated on the 02/05/2021. The claim for the 02/05/2021 was paid up to the cover limit therefore the 14-day rule was not applicable as the cover limit was exceeded.
Kindly note according to our policy schedule it states that, 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. We will assist with all we can in line with our terms and conditions.
We once again apologize for any inconvenience caused.
Kind Regards,
Oneplan