DISSAPOINTMENT IN SERVICE FOR ONE PLAN PET INSURANCE

Dear Amora, 

Thank you for bringing this to matter our attention. 

We sincerely regret the circumstances that led to your Hellopeter complaint and apologize for any inconvenience you have experienced. 

Upon a thorough investigation into the matter, we have noted that you are on the Classic Plan. Our highest plan is the Super Plan, and we have attempted to contact you on the phone number listed to discuss the matter, however, the call was not answered. We would like to clarify that the claim in question has been reviewed fairly, subject to the stated terms and conditions as outlined in the policy schedule. Based on the invoice submitted for the claim, it does not meet the admission matrix as outlined on your policy document as there was no admission/no procedure. It is important to note the following as per the policy schedule; The below conditions under the Admission Matrix must be met for a claim to be considered under either Illness or Accident Hospital cover, subject to the terms and conditions of the policy. On receipt of the claim documentation and invoice the criteria stipulated in the Matrix will be considered for approval of these claims and will include – but is not limited to – the following: 

We understand that this may not be the outcome you were hoping for, but we trust that the above clarity helps explain how the benefits apply. Please be assured that one declined claim does not mean that future claims will not be covered. Each claim is assessed on its own merits and in accordance with the policy schedule. Should you need any further assistance, we are here to help.

Kind regards,
Oneplan.