MB
Michele B
1 reviews | Active since Mar 2022
04 May 2026, 11:15
good -luck
if you have a new puppy who is very active don't join ONEPLAN PET INSURANCE. my pitbull had to have knee surgery from jumping around and having zoomies. she had a operation in December Oneplan only paid R8k as she wasn't on a year i had to pay over R20k out of pocket. Now i am a year on the plan and my pitbull must have the pins removed in hospital and they still won't pay. I am done with these people and all their stupid clauses. Who reads or understands every clause. I am on the most expensive plan as well. I got told in march this year everything going forward in hospital willl be paid for only to now get told pay yourself. Good luck with oneplan i will stick to Dotsure. Oh i got told if you fight them they will eventually pay but i won't bother with them anymore i have wasted enough money.
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Oneplan Insurance's replyOfficial
04 May 2026, 12:16Dear Michele,
We sincerely regret the frustration and disappointment you have experienced and would like to apologise for the distress caused by the outcome of your claim. We understand how upsetting it is when expectations are not met, particularly when it concerns your pet’s health.
Upon reviewing your policy and the related claims in detail, we would like to provide clarity on the decision made. Your Oneplan Pet Insurance policy commenced on 8 March 2025. The knee surgery, which took place on 12 December 2025, occurred while the policy had been active for approximately nine months. In accordance with your policy’s Hospital Cover benefit (Section 7 – What is Covered), claims submitted within 7 to 12 months of policy inception are covered at 50% of the total invoice, subject to a maximum benefit of R8,000. This amount was processed and paid directly to the service provider. As a result, the remaining balance was payable by yourself.
With regard to the subsequent procedure for the removal of pins, this treatment is considered related to the original surgery and took place within six months of the initial claim. In line with the policy terms, related treatments within this period are regarded as one event, and therefore no additional benefit is payable for this procedure. Regrettably, this means Oneplan cannot be held liable for the costs associated with the pin removal.
We acknowledge your concern regarding the complexity of policy wording and appreciate your feedback. While we do encourage all members to fami****ise themselves with the policy document to understand benefit limits and exclusions, we recognise that this can sometimes be overwhelming. We are truly sorry if there was any misunderstanding regarding future hospital cover, and we regret that this has impacted your trust in our service.
Please know that your feedback has been noted and will be shared internally. Should you wish to discuss this matter further, or require any additional clarification, our team remains available to assist.
Once again, we apologise for your experience and wish both you and your pet all the very best going forward.
Kind regards,
Oneplan.
We sincerely regret the frustration and disappointment you have experienced and would like to apologise for the distress caused by the outcome of your claim. We understand how upsetting it is when expectations are not met, particularly when it concerns your pet’s health.
Upon reviewing your policy and the related claims in detail, we would like to provide clarity on the decision made. Your Oneplan Pet Insurance policy commenced on 8 March 2025. The knee surgery, which took place on 12 December 2025, occurred while the policy had been active for approximately nine months. In accordance with your policy’s Hospital Cover benefit (Section 7 – What is Covered), claims submitted within 7 to 12 months of policy inception are covered at 50% of the total invoice, subject to a maximum benefit of R8,000. This amount was processed and paid directly to the service provider. As a result, the remaining balance was payable by yourself.
With regard to the subsequent procedure for the removal of pins, this treatment is considered related to the original surgery and took place within six months of the initial claim. In line with the policy terms, related treatments within this period are regarded as one event, and therefore no additional benefit is payable for this procedure. Regrettably, this means Oneplan cannot be held liable for the costs associated with the pin removal.
We acknowledge your concern regarding the complexity of policy wording and appreciate your feedback. While we do encourage all members to fami****ise themselves with the policy document to understand benefit limits and exclusions, we recognise that this can sometimes be overwhelming. We are truly sorry if there was any misunderstanding regarding future hospital cover, and we regret that this has impacted your trust in our service.
Please know that your feedback has been noted and will be shared internally. Should you wish to discuss this matter further, or require any additional clarification, our team remains available to assist.
Once again, we apologise for your experience and wish both you and your pet all the very best going forward.
Kind regards,
Oneplan.
Oneplan Insurance's reply04 May 2026, 12:16
Official
Dear Michele,
We sincerely regret the frustration and disappointment you have experienced and would like to apologise for the distress caused by the outcome of your claim. We understand how upsetting it is when expectations are not met, particularly when it concerns your pet’s health.
Upon reviewing your policy and the related claims in detail, we would like to provide clarity on the decision made. Your Oneplan Pet Insurance policy commenced on 8 March 2025. The knee surgery, which took place on 12 December 2025, occurred while the policy had been active for approximately nine months. In accordance with your policy’s Hospital Cover benefit (Section 7 – What is Covered), claims submitted within 7 to 12 months of policy inception are covered at 50% of the total invoice, subject to a maximum benefit of R8,000. This amount was processed and paid directly to the service provider. As a result, the remaining balance was payable by yourself.
With regard to the subsequent procedure for the removal of pins, this treatment is considered related to the original surgery and took place within six months of the initial claim. In line with the policy terms, related treatments within this period are regarded as one event, and therefore no additional benefit is payable for this procedure. Regrettably, this means Oneplan cannot be held liable for the costs associated with the pin removal.
We acknowledge your concern regarding the complexity of policy wording and appreciate your feedback. While we do encourage all members to fami****ise themselves with the policy document to understand benefit limits and exclusions, we recognise that this can sometimes be overwhelming. We are truly sorry if there was any misunderstanding regarding future hospital cover, and we regret that this has impacted your trust in our service.
Please know that your feedback has been noted and will be shared internally. Should you wish to discuss this matter further, or require any additional clarification, our team remains available to assist.
Once again, we apologise for your experience and wish both you and your pet all the very best going forward.
Kind regards,
Oneplan.
We sincerely regret the frustration and disappointment you have experienced and would like to apologise for the distress caused by the outcome of your claim. We understand how upsetting it is when expectations are not met, particularly when it concerns your pet’s health.
Upon reviewing your policy and the related claims in detail, we would like to provide clarity on the decision made. Your Oneplan Pet Insurance policy commenced on 8 March 2025. The knee surgery, which took place on 12 December 2025, occurred while the policy had been active for approximately nine months. In accordance with your policy’s Hospital Cover benefit (Section 7 – What is Covered), claims submitted within 7 to 12 months of policy inception are covered at 50% of the total invoice, subject to a maximum benefit of R8,000. This amount was processed and paid directly to the service provider. As a result, the remaining balance was payable by yourself.
With regard to the subsequent procedure for the removal of pins, this treatment is considered related to the original surgery and took place within six months of the initial claim. In line with the policy terms, related treatments within this period are regarded as one event, and therefore no additional benefit is payable for this procedure. Regrettably, this means Oneplan cannot be held liable for the costs associated with the pin removal.
We acknowledge your concern regarding the complexity of policy wording and appreciate your feedback. While we do encourage all members to fami****ise themselves with the policy document to understand benefit limits and exclusions, we recognise that this can sometimes be overwhelming. We are truly sorry if there was any misunderstanding regarding future hospital cover, and we regret that this has impacted your trust in our service.
Please know that your feedback has been noted and will be shared internally. Should you wish to discuss this matter further, or require any additional clarification, our team remains available to assist.
Once again, we apologise for your experience and wish both you and your pet all the very best going forward.
Kind regards,
Oneplan.