JS
JC S
1 reviews | Active since May 2019
19 May 2022, 17:57
Disgusted with this company and the pet insurance.
Absolutely disgusted with this company. Been paying insurance for our dog for about a year and a half, never claiming. Sent him in for diagnostic procedures (Wich is covered by the plan). (R17k further) Sent in a claim and they denied the claim saying that only diagnostics was done and not a procedure afterwards, and because of that they won't pay more than R1300.
I hate companies that don't care about their clients, always looking for ways to not pay claims.
They even sent a Ombudsman objection letter with the rejection. They are so comfortable and know that clients won't be happy with their answers and their sneaky ways of getting out of claims, sending the letter and not caring about keeping clients happy.
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Replies (4)0
Replies (4)
Oneplan Insurance's replyOfficial
19 May 2022, 18:25Good evening JC,
Thank you for taking the time to bring this to our attention
We sincerely apologize for the 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 for a claim to be considered under In-Hospital Admission, the invoice must reflect details of an in-hospital corrective procedure. Should a diagnostic procedure result in a confirmed diagnosis the cost of the in-hospital corrective procedure will be covered 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 for all clients. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our 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.
We have acknowledged your complaint and we would like to assist further in this regard. We will require the policy details to further investigate the matter. Kindly provide us with the policy number or the policy owners ID number so we may assist further.
One of our consultants will be in contact with you to further discuss the matter at hand and we hope to restore the experience.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention
We sincerely apologize for the 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 for a claim to be considered under In-Hospital Admission, the invoice must reflect details of an in-hospital corrective procedure. Should a diagnostic procedure result in a confirmed diagnosis the cost of the in-hospital corrective procedure will be covered 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 for all clients. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our 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.
We have acknowledged your complaint and we would like to assist further in this regard. We will require the policy details to further investigate the matter. Kindly provide us with the policy number or the policy owners ID number so we may assist further.
One of our consultants will be in contact with you to further discuss the matter at hand and we hope to restore the experience.
Kind Regards,
Oneplan
Oneplan Insurance's reply19 May 2022, 18:25
Official
Good evening JC,
Thank you for taking the time to bring this to our attention
We sincerely apologize for the 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 for a claim to be considered under In-Hospital Admission, the invoice must reflect details of an in-hospital corrective procedure. Should a diagnostic procedure result in a confirmed diagnosis the cost of the in-hospital corrective procedure will be covered 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 for all clients. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our 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.
We have acknowledged your complaint and we would like to assist further in this regard. We will require the policy details to further investigate the matter. Kindly provide us with the policy number or the policy owners ID number so we may assist further.
One of our consultants will be in contact with you to further discuss the matter at hand and we hope to restore the experience.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention
We sincerely apologize for the 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 for a claim to be considered under In-Hospital Admission, the invoice must reflect details of an in-hospital corrective procedure. Should a diagnostic procedure result in a confirmed diagnosis the cost of the in-hospital corrective procedure will be covered 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 for all clients. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our 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.
We have acknowledged your complaint and we would like to assist further in this regard. We will require the policy details to further investigate the matter. Kindly provide us with the policy number or the policy owners ID number so we may assist further.
One of our consultants will be in contact with you to further discuss the matter at hand and we hope to restore the experience.
Kind Regards,
Oneplan
JS
JC S's updateReviewer Update
20 May 2022, 07:45Our dog has a severe allergic rection or has severe allergies, he has to take antibiotics, we have to change and manage his whole enviorement, he has to change to new food and isn't allowed to receive any sort of other food or treats
(This is the corrective procedure that the Vet prescribed, which frankly is ALOT cheaper than other alternatives, that could've been.)
But somehow this corrective and disrubtive change now bypasses or nulls insurance payout and the thousands of rands we needed to spend in order to come to this conclusion!
(This is the corrective procedure that the Vet prescribed, which frankly is ALOT cheaper than other alternatives, that could've been.)
But somehow this corrective and disrubtive change now bypasses or nulls insurance payout and the thousands of rands we needed to spend in order to come to this conclusion!
JS
JC S's update20 May 2022, 07:45
Reviewer Update
Our dog has a severe allergic rection or has severe allergies, he has to take antibiotics, we have to change and manage his whole enviorement, he has to change to new food and isn't allowed to receive any sort of other food or treats
(This is the corrective procedure that the Vet prescribed, which frankly is ALOT cheaper than other alternatives, that could've been.)
But somehow this corrective and disrubtive change now bypasses or nulls insurance payout and the thousands of rands we needed to spend in order to come to this conclusion!
(This is the corrective procedure that the Vet prescribed, which frankly is ALOT cheaper than other alternatives, that could've been.)
But somehow this corrective and disrubtive change now bypasses or nulls insurance payout and the thousands of rands we needed to spend in order to come to this conclusion!
JS
JC S's updateReviewer Update
20 May 2022, 13:01Update on my review. I STAND BY MY DECISION.
This is a sneaky and sly company, with FALSE adverti*****t on products.
Our pet insurance porducts states that they cover Diagnostic tests and Procedures when in fact they ONLY cover costs if procedures are done.
Diagnostic testing SHOULDN'T be on the list if they do not cover it. You CANNOT state TWO seperate things but only payout if BOTH are done.
We even asked if it would've mattered if we moved to a more expensive plan (For future reference) and it STILL WOULDN'T have mattered.
Companies like this should not exist and I am FED UP with this!
We even have a procedure of changing food, giving antibiotics, withholding other foods and treats, which thank God is not as severe or life threathning to our pet, as the results could've been.
NO thanks to OnePlan!!!!
This is a sneaky and sly company, with FALSE adverti*****t on products.
Our pet insurance porducts states that they cover Diagnostic tests and Procedures when in fact they ONLY cover costs if procedures are done.
Diagnostic testing SHOULDN'T be on the list if they do not cover it. You CANNOT state TWO seperate things but only payout if BOTH are done.
We even asked if it would've mattered if we moved to a more expensive plan (For future reference) and it STILL WOULDN'T have mattered.
Companies like this should not exist and I am FED UP with this!
We even have a procedure of changing food, giving antibiotics, withholding other foods and treats, which thank God is not as severe or life threathning to our pet, as the results could've been.
NO thanks to OnePlan!!!!
JS
JC S's update20 May 2022, 13:01
Reviewer Update
Update on my review. I STAND BY MY DECISION.
This is a sneaky and sly company, with FALSE adverti*****t on products.
Our pet insurance porducts states that they cover Diagnostic tests and Procedures when in fact they ONLY cover costs if procedures are done.
Diagnostic testing SHOULDN'T be on the list if they do not cover it. You CANNOT state TWO seperate things but only payout if BOTH are done.
We even asked if it would've mattered if we moved to a more expensive plan (For future reference) and it STILL WOULDN'T have mattered.
Companies like this should not exist and I am FED UP with this!
We even have a procedure of changing food, giving antibiotics, withholding other foods and treats, which thank God is not as severe or life threathning to our pet, as the results could've been.
NO thanks to OnePlan!!!!
This is a sneaky and sly company, with FALSE adverti*****t on products.
Our pet insurance porducts states that they cover Diagnostic tests and Procedures when in fact they ONLY cover costs if procedures are done.
Diagnostic testing SHOULDN'T be on the list if they do not cover it. You CANNOT state TWO seperate things but only payout if BOTH are done.
We even asked if it would've mattered if we moved to a more expensive plan (For future reference) and it STILL WOULDN'T have mattered.
Companies like this should not exist and I am FED UP with this!
We even have a procedure of changing food, giving antibiotics, withholding other foods and treats, which thank God is not as severe or life threathning to our pet, as the results could've been.
NO thanks to OnePlan!!!!
Oneplan Insurance's replyOfficial
20 May 2022, 14:20Good day Jc,
We are sorry to hear about your dissatisfaction and opinion that you have developed regarding Oneplan.
We are sorry to hear about your dissatisfaction and opinion that you have developed regarding Oneplan.
Kindly note that diagnostic tests are covered under the Casualty benefit up to to the cover limit listed on your policy schedule.
Should you wish to escalate this further, if you believe that you have been treated unfairly, we encourage you to do so. We at Oneplan, pride ourselves on treating customers fairly and equitably.
Please escalate your matter to our compliance department who is an independent department. You can send an email to ***. Our compliance department will investigate this for you and respond accordingly.
Kind Regards,
Oneplan
Oneplan Insurance's reply20 May 2022, 14:20
Official
Good day Jc,
We are sorry to hear about your dissatisfaction and opinion that you have developed regarding Oneplan.
We are sorry to hear about your dissatisfaction and opinion that you have developed regarding Oneplan.
Kindly note that diagnostic tests are covered under the Casualty benefit up to to the cover limit listed on your policy schedule.
Should you wish to escalate this further, if you believe that you have been treated unfairly, we encourage you to do so. We at Oneplan, pride ourselves on treating customers fairly and equitably.
Please escalate your matter to our compliance department who is an independent department. You can send an email to ***. Our compliance department will investigate this for you and respond accordingly.
Kind Regards,
Oneplan