FF
Frank F
1 reviews | Active since May 2025
19 Nov 2025, 10:30
Extremely Poor Value for Money After Years of Loyalty - Routine Care Benefit Misleading
I have just cancelled my OnePlan Pet Insurance policy for my 4-year-old Boxer, Samwise, after a very disappointing and frankly shocking claims experience.
I have been a loyal paying client since 1 December 2022, with every single monthly debit order paid in full and on time right up to November 2025, as reflected on my official customer statement. My premiums increased over time from R355.21 to R489.01 per month - amounting to roughly R5 870 per year.
I recently took my dog for his annual check-up, vaccinations, teeth descale, deworming, and nail trim. The total vet bill was R2 342.00. I submitted the claim, expecting meaningful cover considering the monthly premiums and the fact that I had opted for all the shortfall and additional covers when signing up.
Instead, my claim was limited to just R800, with the explanation:
"These services fall under the Pet Med Savings benefit, and the cover limit is up to R800 per year per pet."
This limitation was never clearly explained at sign-up, and receiving only R800 back after paying nearly R6 000 per year is simply unreasonable. The product does not deliver the value that the sales pitch suggests, and the "comprehensive" impression given at sign-up is completely undermined by this extremely low annual routine-care limit.
After nearly three full years of uninterrupted payments, I expected better transparency and better value. As a result, I have cancelled my policy and will be discouraging friends, family, and colleagues from signing up until OnePlan becomes more transparent about what their policies actually cover.
Frank G. Mac Nicol
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Replies (2)
Oneplan Insurance's replyOfficial
19 Nov 2025, 10:55Dear Frank,
Thank you for bringing your concerns to our attention.
We have reviewed your correspondence in detail, and it is important to address the matter clearly and accurately.
Our records reflect that you have previously used the Pet Med Savings benefit for the same services, and on each occasion, the claims were approved and paid according to the applicable cover limit at the time. This includes the former limit of R750.00 as well as the current limit of R800.00 per pet per annum, which was implemented alongside standard premium adjustments.
When the cover limits were reviewed/increased, an email notification was sent to the address listed on your policy on 2023/12/27. This communication outlined the revised benefits and limits. Additionally, Section 5 of your policy schedule clearly defines the Pet Med Savings benefit, what it covers, and how it forms part of the annual day-to-day limit. These terms and conditions have been provided to you from the outset and remain accessible at all times.
Given this, the assertion that you were not informed of the cover limits is not consistent with the records and communication history on your policy. We remain committed to transparency and the fair treatment of all clients, and we apply our policy terms equally and consistently.
Additionally, the plan you have selected, offers a Pet Cover Overall Annual Limit of R52 000.00 per pet and includes benefits such as Casualty covered at R1400.00 per pet per event, Pet Med Savings covered at R800.00 per per per annum, Kennel Cover covered at R1 800.00 per event, Pet Hospital Admission Cover covered at R43 000.00 per event, and Burial, Euthanasia, and Cremation Cover at R1 500.00 per pet per annum. These benefits are available for you to claim as the applicable waiting periods have been served in full. The premiums collected for your policy provided cover for the above-mentioned benefits, not only for the claims processed during the period in which the policy is/was active.
Additionally, the plan you have selected, offers a Pet Cover Overall Annual Limit of R52 000.00 per pet and includes benefits such as Casualty covered at R1400.00 per pet per event, Pet Med Savings covered at R800.00 per per per annum, Kennel Cover covered at R1 800.00 per event, Pet Hospital Admission Cover covered at R43 000.00 per event, and Burial, Euthanasia, and Cremation Cover at R1 500.00 per pet per annum. These benefits are available for you to claim as the applicable waiting periods have been served in full. The premiums collected for your policy provided cover for the above-mentioned benefits, not only for the claims processed during the period in which the policy is/was active.
While we regret your decision to leave, we trust that this clarification addresses the matter accurately and conclusively.
Kind regards,
Oneplan.
Oneplan.
Oneplan Insurance's reply19 Nov 2025, 10:55
Official
Dear Frank,
Thank you for bringing your concerns to our attention.
We have reviewed your correspondence in detail, and it is important to address the matter clearly and accurately.
Our records reflect that you have previously used the Pet Med Savings benefit for the same services, and on each occasion, the claims were approved and paid according to the applicable cover limit at the time. This includes the former limit of R750.00 as well as the current limit of R800.00 per pet per annum, which was implemented alongside standard premium adjustments.
When the cover limits were reviewed/increased, an email notification was sent to the address listed on your policy on 2023/12/27. This communication outlined the revised benefits and limits. Additionally, Section 5 of your policy schedule clearly defines the Pet Med Savings benefit, what it covers, and how it forms part of the annual day-to-day limit. These terms and conditions have been provided to you from the outset and remain accessible at all times.
Given this, the assertion that you were not informed of the cover limits is not consistent with the records and communication history on your policy. We remain committed to transparency and the fair treatment of all clients, and we apply our policy terms equally and consistently.
Additionally, the plan you have selected, offers a Pet Cover Overall Annual Limit of R52 000.00 per pet and includes benefits such as Casualty covered at R1400.00 per pet per event, Pet Med Savings covered at R800.00 per per per annum, Kennel Cover covered at R1 800.00 per event, Pet Hospital Admission Cover covered at R43 000.00 per event, and Burial, Euthanasia, and Cremation Cover at R1 500.00 per pet per annum. These benefits are available for you to claim as the applicable waiting periods have been served in full. The premiums collected for your policy provided cover for the above-mentioned benefits, not only for the claims processed during the period in which the policy is/was active.
Additionally, the plan you have selected, offers a Pet Cover Overall Annual Limit of R52 000.00 per pet and includes benefits such as Casualty covered at R1400.00 per pet per event, Pet Med Savings covered at R800.00 per per per annum, Kennel Cover covered at R1 800.00 per event, Pet Hospital Admission Cover covered at R43 000.00 per event, and Burial, Euthanasia, and Cremation Cover at R1 500.00 per pet per annum. These benefits are available for you to claim as the applicable waiting periods have been served in full. The premiums collected for your policy provided cover for the above-mentioned benefits, not only for the claims processed during the period in which the policy is/was active.
While we regret your decision to leave, we trust that this clarification addresses the matter accurately and conclusively.
Kind regards,
Oneplan.
Oneplan.
FF
Frank F's updateReviewer Update
19 Nov 2025, 11:06Thank you for the response, but it unfortunately does not address the real issue I raised.
1. Whether I previously claimed the Pet Med Savings benefit does not change the fact that the benefit is extremely poor value.
Receiving only R750/R800 per year for routine care while paying ±R5 870 per year in premiums is simply not a reasonable product offering. That is the core issue.
Receiving only R750/R800 per year for routine care while paying ±R5 870 per year in premiums is simply not a reasonable product offering. That is the core issue.
2. Stating that an email was sent in December 2023 does not prove that it was actually received, understood, or highlighted in a way that makes the limitation clear at sign-up.
An automated, generic email about "reviewed benefits" is not the same as transparently disclosing, upfront, that routine care is capped at only R800 per year. That is precisely the point I am raising: the limitation was never clearly communicated at the outset.
An automated, generic email about "reviewed benefits" is not the same as transparently disclosing, upfront, that routine care is capped at only R800 per year. That is precisely the point I am raising: the limitation was never clearly communicated at the outset.
3. The policy wording being available "on request" or in a long schedule does not change the expectation created at sign-up.
I opted for what was sold as a comprehensive plan with shortfall cover.
No reasonable customer expects almost R6 000 a year in premiums to translate into only R800 per year for basic preventative care.
I opted for what was sold as a comprehensive plan with shortfall cover.
No reasonable customer expects almost R6 000 a year in premiums to translate into only R800 per year for basic preventative care.
4. Your response focused entirely on whether a limit exists, not on whether the limit is fair, clear, or commensurate with the premium.
I am not disputing that the limit exists - I am stating that the product does not offer value relative to the premium charged, and that fact only became apparent when a realistic routine-care bill was submitted.
I am not disputing that the limit exists - I am stating that the product does not offer value relative to the premium charged, and that fact only became apparent when a realistic routine-care bill was submitted.
5. Three years of uninterrupted, on-time payments (documented on my customer statement) should at least afford transparency and reasonable benefit value - not R800 per annum.
I have cancelled because the product does not deliver value for money, not because of a single claim dispute. Nothing in your reply changes that.
Kind regards,
Frank G. Mac Nicol
Frank G. Mac Nicol
FF
Frank F's update19 Nov 2025, 11:06
Reviewer Update
Thank you for the response, but it unfortunately does not address the real issue I raised.
1. Whether I previously claimed the Pet Med Savings benefit does not change the fact that the benefit is extremely poor value.
Receiving only R750/R800 per year for routine care while paying ±R5 870 per year in premiums is simply not a reasonable product offering. That is the core issue.
Receiving only R750/R800 per year for routine care while paying ±R5 870 per year in premiums is simply not a reasonable product offering. That is the core issue.
2. Stating that an email was sent in December 2023 does not prove that it was actually received, understood, or highlighted in a way that makes the limitation clear at sign-up.
An automated, generic email about "reviewed benefits" is not the same as transparently disclosing, upfront, that routine care is capped at only R800 per year. That is precisely the point I am raising: the limitation was never clearly communicated at the outset.
An automated, generic email about "reviewed benefits" is not the same as transparently disclosing, upfront, that routine care is capped at only R800 per year. That is precisely the point I am raising: the limitation was never clearly communicated at the outset.
3. The policy wording being available "on request" or in a long schedule does not change the expectation created at sign-up.
I opted for what was sold as a comprehensive plan with shortfall cover.
No reasonable customer expects almost R6 000 a year in premiums to translate into only R800 per year for basic preventative care.
I opted for what was sold as a comprehensive plan with shortfall cover.
No reasonable customer expects almost R6 000 a year in premiums to translate into only R800 per year for basic preventative care.
4. Your response focused entirely on whether a limit exists, not on whether the limit is fair, clear, or commensurate with the premium.
I am not disputing that the limit exists - I am stating that the product does not offer value relative to the premium charged, and that fact only became apparent when a realistic routine-care bill was submitted.
I am not disputing that the limit exists - I am stating that the product does not offer value relative to the premium charged, and that fact only became apparent when a realistic routine-care bill was submitted.
5. Three years of uninterrupted, on-time payments (documented on my customer statement) should at least afford transparency and reasonable benefit value - not R800 per annum.
I have cancelled because the product does not deliver value for money, not because of a single claim dispute. Nothing in your reply changes that.
Kind regards,
Frank G. Mac Nicol
Frank G. Mac Nicol