MG
Mariska G
1 reviews | Active since Jan 2018
05 Dec 2021, 06:59
From GREAT service to the worst imagenable in 7yrs
<div>I have been a customer of oneplan pet insurance for almost 7years... The last uear their service went down the drain... They look for every loophole possible not to pay out legitimate claims.. I have been waiting for more then two weeks now for a response on a claim... been ons the phone with them 3 times in the last week.every day I got a promise that I will be phoned before closing time.. Not once did this happen.. Their access also went u .from 10% of the claim to min R500 over the last 2yrs and that for pet insurance is ridiculous!!! We are moving over to Dotsure in January.. please do not even attempt to use Oneplan for your pet insurance... We were always advising our friends and family to use them.. but we will definitely stop that..</div>
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Oneplan Insurance's replyOfficial
06 Dec 2021, 09:10Good day Mariska,
Thank you for taking the time to bring this to our attention.
We do sincerely apologize for the delay and for any inconvenience which has been caused. We do have your fur-baby's best interest at heart, and we value you as our client.
Thank you for taking the time to bring this to our attention.
We do sincerely apologize for the delay and for any inconvenience which has been caused. We do have your fur-baby's best interest at heart, and we value you as our client.
Kindly note that terms and conditions of the policy must be adhered to and app**** fairly for all clients, please note that this is by no means a ploy to refuse payment of the claim. The excess amounts are only applicable for in-hospital claims; however we do have an excess option available, that clients can add onto the policy. This facility means you do not pay any excess to us when using your in-hospital benefits and we will cover the claim up to the cover limits.
For a claim to be considered under Hospital Cover, the invoice must reflect details of a procedure and/or inpatient treatment administered for the diagnosed condition, and where a charge for an overnight admission is reflected, it will be wholly considered. If the invoice does not reflect an overnight admission or procedure, it will be covered under Veterinarian Visits which is available on our Classic and Super plan.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions.
We have acknowledged your complaint and we have escalated the matter to the relevant department. This matter has been dealt as a priority; one of our consultants will be in contact with you.
Once again, we apologize for the inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan
Oneplan Insurance's reply06 Dec 2021, 09:10
Official
Good day Mariska,
Thank you for taking the time to bring this to our attention.
We do sincerely apologize for the delay and for any inconvenience which has been caused. We do have your fur-baby's best interest at heart, and we value you as our client.
Thank you for taking the time to bring this to our attention.
We do sincerely apologize for the delay and for any inconvenience which has been caused. We do have your fur-baby's best interest at heart, and we value you as our client.
Kindly note that terms and conditions of the policy must be adhered to and app**** fairly for all clients, please note that this is by no means a ploy to refuse payment of the claim. The excess amounts are only applicable for in-hospital claims; however we do have an excess option available, that clients can add onto the policy. This facility means you do not pay any excess to us when using your in-hospital benefits and we will cover the claim up to the cover limits.
For a claim to be considered under Hospital Cover, the invoice must reflect details of a procedure and/or inpatient treatment administered for the diagnosed condition, and where a charge for an overnight admission is reflected, it will be wholly considered. If the invoice does not reflect an overnight admission or procedure, it will be covered under Veterinarian Visits which is available on our Classic and Super plan.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions.
We have acknowledged your complaint and we have escalated the matter to the relevant department. This matter has been dealt as a priority; one of our consultants will be in contact with you.
Once again, we apologize for the inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan