RR
Ranji R
1 reviews | Active since Jan 2023
11 Jan 2023, 17:48
Dissatisfied and Angry
My dog was diagnosed with diabetes last week and vet visits are constant till we get her insulin right. Previous your company has paid a claim but now when I loaded funds onto the card, it says the claim is pending and I cannot access anything for her. What exactly do your’ll want? Cause my vet had given us an invoice to claim with and it worked before, now when we desperately need the funds then it isn’t working 🤷♀️ I feel like I pay for nothing
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Oneplan Insurance's replyOfficial
11 Jan 2023, 19:16Good day Ranji,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any 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 chronic medication for your fur-baby is covered under the Pet Med Savings benefit up to the annual cover limit of R850. A vet visit will fall under the Casualty benefit which has a cover limit of R1550 and is limited to 4 Casualty benefits per a year as your fur-baby is covered on the Super Plan.
A detailed legible invoice is required when claiming for day-to-day benefits. Once the funds have been utilized, we will require the detailed invoice for the claim to be finalized in order for any refunds to be processed. Should a client experience any issues with uploading the invoice via the Oneplan App, we have various alternative platforms that one can use to upload the invoices. Invoices can be sent to us via Whatsapp on *** / App Chat or an email can be sent to ***.
Should you wish to load funds for another day-to-day claim, we would require for the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds on to your Onecard.
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. 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 policy to ensure all our clients receive fair service and cover.
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any 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 chronic medication for your fur-baby is covered under the Pet Med Savings benefit up to the annual cover limit of R850. A vet visit will fall under the Casualty benefit which has a cover limit of R1550 and is limited to 4 Casualty benefits per a year as your fur-baby is covered on the Super Plan.
A detailed legible invoice is required when claiming for day-to-day benefits. Once the funds have been utilized, we will require the detailed invoice for the claim to be finalized in order for any refunds to be processed. Should a client experience any issues with uploading the invoice via the Oneplan App, we have various alternative platforms that one can use to upload the invoices. Invoices can be sent to us via Whatsapp on *** / App Chat or an email can be sent to ***.
Should you wish to load funds for another day-to-day claim, we would require for the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds on to your Onecard.
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. 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 policy to ensure all our clients receive fair service and cover.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Oneplan
Oneplan Insurance's reply11 Jan 2023, 19:16
Official
Good day Ranji,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any 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 chronic medication for your fur-baby is covered under the Pet Med Savings benefit up to the annual cover limit of R850. A vet visit will fall under the Casualty benefit which has a cover limit of R1550 and is limited to 4 Casualty benefits per a year as your fur-baby is covered on the Super Plan.
A detailed legible invoice is required when claiming for day-to-day benefits. Once the funds have been utilized, we will require the detailed invoice for the claim to be finalized in order for any refunds to be processed. Should a client experience any issues with uploading the invoice via the Oneplan App, we have various alternative platforms that one can use to upload the invoices. Invoices can be sent to us via Whatsapp on *** / App Chat or an email can be sent to ***.
Should you wish to load funds for another day-to-day claim, we would require for the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds on to your Onecard.
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. 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 policy to ensure all our clients receive fair service and cover.
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any 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 chronic medication for your fur-baby is covered under the Pet Med Savings benefit up to the annual cover limit of R850. A vet visit will fall under the Casualty benefit which has a cover limit of R1550 and is limited to 4 Casualty benefits per a year as your fur-baby is covered on the Super Plan.
A detailed legible invoice is required when claiming for day-to-day benefits. Once the funds have been utilized, we will require the detailed invoice for the claim to be finalized in order for any refunds to be processed. Should a client experience any issues with uploading the invoice via the Oneplan App, we have various alternative platforms that one can use to upload the invoices. Invoices can be sent to us via Whatsapp on *** / App Chat or an email can be sent to ***.
Should you wish to load funds for another day-to-day claim, we would require for the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds on to your Onecard.
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. 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 policy to ensure all our clients receive fair service and cover.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Oneplan