KN
Karin N
1 reviews | Active since Aug 2022
09 Sept 2022, 10:20
EXTRENE BAD SERVICE AT CLAIN STAGE
One plan sucks. My cat was in an accident. I have a hospital plan for him. It cost me R1700+- to get him fixed up again. I paid everything and when claim came they only agreed to pay me R350 for pet med booster. He was admitted and all the proof on the invoice but they refuse to pay. ONEPLAN YOUR SERVICE SUCKS BiG TIME AND I PLAN TO GO ELSEWHERE AND TELL ALL I KNOW HOW BAD YOU ARE!!!!!!!
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Oneplan Insurance's replyOfficial
09 Sept 2022, 14:49Good Karin,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience which has been caused and for the circumstances under which your Hellopeter posting has reached us as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have attempted to contact you on the listed number; however, it was to no avail.
Upon investigation we discovered that an amount of R350 was loaded onto the Onecard and utilized. Please note that this benefit falls under the day-to-day benefit for the Pet Med Boaster under the Hospital plan. We have the received the invoice and proof of payment, however we do require the completed claim forms in order for the claim to be processed accordingly. In the unforeseen event of an accident / in-hospital claim we will require you to submit a completed claim form from the vet. Records on our system reflect that there were emails sent to your listed email address on numerous occasions requesting for the completed claim forms.
As per our policy wording under Standard Terms and Conditions (point 7.13.6) its states that to claim you must submit a fully completed claim form and attach a copy of the detailed account, medical evidence and/or any other information as we may reasonably request. This information must be provided within 3 months from the initial date of occurrence of the incident in order for the claim to be reviewed.
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 since proceeded to send an email to your listed email address, and we will revert to you with the relevant feedback.
Once again, we apologize for any inconvenience caused.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience which has been caused and for the circumstances under which your Hellopeter posting has reached us as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have attempted to contact you on the listed number; however, it was to no avail.
Upon investigation we discovered that an amount of R350 was loaded onto the Onecard and utilized. Please note that this benefit falls under the day-to-day benefit for the Pet Med Boaster under the Hospital plan. We have the received the invoice and proof of payment, however we do require the completed claim forms in order for the claim to be processed accordingly. In the unforeseen event of an accident / in-hospital claim we will require you to submit a completed claim form from the vet. Records on our system reflect that there were emails sent to your listed email address on numerous occasions requesting for the completed claim forms.
As per our policy wording under Standard Terms and Conditions (point 7.13.6) its states that to claim you must submit a fully completed claim form and attach a copy of the detailed account, medical evidence and/or any other information as we may reasonably request. This information must be provided within 3 months from the initial date of occurrence of the incident in order for the claim to be reviewed.
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 since proceeded to send an email to your listed email address, and we will revert to you with the relevant feedback.
Once again, we apologize for any inconvenience caused.
Kind Regards,
Oneplan
Oneplan Insurance's reply09 Sept 2022, 14:49
Official
Good Karin,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience which has been caused and for the circumstances under which your Hellopeter posting has reached us as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have attempted to contact you on the listed number; however, it was to no avail.
Upon investigation we discovered that an amount of R350 was loaded onto the Onecard and utilized. Please note that this benefit falls under the day-to-day benefit for the Pet Med Boaster under the Hospital plan. We have the received the invoice and proof of payment, however we do require the completed claim forms in order for the claim to be processed accordingly. In the unforeseen event of an accident / in-hospital claim we will require you to submit a completed claim form from the vet. Records on our system reflect that there were emails sent to your listed email address on numerous occasions requesting for the completed claim forms.
As per our policy wording under Standard Terms and Conditions (point 7.13.6) its states that to claim you must submit a fully completed claim form and attach a copy of the detailed account, medical evidence and/or any other information as we may reasonably request. This information must be provided within 3 months from the initial date of occurrence of the incident in order for the claim to be reviewed.
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 since proceeded to send an email to your listed email address, and we will revert to you with the relevant feedback.
Once again, we apologize for any inconvenience caused.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience which has been caused and for the circumstances under which your Hellopeter posting has reached us as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have attempted to contact you on the listed number; however, it was to no avail.
Upon investigation we discovered that an amount of R350 was loaded onto the Onecard and utilized. Please note that this benefit falls under the day-to-day benefit for the Pet Med Boaster under the Hospital plan. We have the received the invoice and proof of payment, however we do require the completed claim forms in order for the claim to be processed accordingly. In the unforeseen event of an accident / in-hospital claim we will require you to submit a completed claim form from the vet. Records on our system reflect that there were emails sent to your listed email address on numerous occasions requesting for the completed claim forms.
As per our policy wording under Standard Terms and Conditions (point 7.13.6) its states that to claim you must submit a fully completed claim form and attach a copy of the detailed account, medical evidence and/or any other information as we may reasonably request. This information must be provided within 3 months from the initial date of occurrence of the incident in order for the claim to be reviewed.
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 since proceeded to send an email to your listed email address, and we will revert to you with the relevant feedback.
Once again, we apologize for any inconvenience caused.
Kind Regards,
Oneplan