Furious and Disappointed / **** too!

Good morning I am absolutely furious with One Plan Pet insurance. A couple of months ago I switched from Petsure to One Plan because we had taken medical insurance with One Plan so it made sense to move our pet insurance over. Furthermore what they advertised appeared to be value for money. So I didn't see the harm. Upon me enquiring with One Plan, I asked various questions as to what was covered to ensure that I wasn't switching to be worse off with our pet insurance. One of my questions was do you cover neutering should I decide to do it. The answer was yes! And no further details was advised upon that. Not long after that we acquired another dog and added her as well. So we have 2 dogs insured with them. Well since having a second dog we decided it would be best to have our boy neutered. I loaded my claim to visit the vet and went. Unfortunately the One Plan insurance only allowed for R1200 for a vet visit and so I had to pay in the difference. A couple of days later upon loading my invoice we receive a call from One Plan Pet requesting us to refund them almost R500 as us taking our dog to the vet to be neutered was considered as "routine care". You know something we do regularly! I cannot begin to tell you how ****** I feel and how **** to I feel. I was told something just so that I could sign up. Firstly how can I be paying for insurance to be covered to go to the vet and then not even covered. Instead be told that sorry, we will rather max out your routine cover than pay this from the visit vet fund and then when you visit the vet again for routine care such as teeth cleaning etc. we will reject your claim because you depleted your routine care already. Does this sound like fair practice or an institution trying to help its client. Or does this sound like an institution trying get out of paying wherever it can and manipulating clients especially who are not qualified in the field? Since signing up both my dogs OnePet has already made the money back from what it cost me to take my dog for the procedure, so why are you *****ing me over?? I would like this matter reassessed and my money paid back to me. If i'm paying a premium each month to have cover to go to the vet and your cover says you will pay up to R1200 only then you should honour that. It's bad enough that in most cases R1200 is often not enough and most of time your client still has to pay in. This plan is not looking out for my best interest or my dogs. I'm better off just taking my premiums every month and saving it for the occasions that I need it for if this is how you handle your business. Very disappointed and angry client!