JP
Joslyn P
1 reviews | Active since Apr 2024
20 Jan 2026, 13:38
Hospital Cover That Doesn’t Cover Anything
Extremely disappointed with Oneplan pet insurance. I paid monthly for the hospital plan, yet when my dog was admitted, I still had to pay the full hospital bill out of my own pocket. To make matters worse, my claim was rejected. What is the point of paying for “hospital cover” if it offers no help when you actually need it? This policy is a waste of money and provides no real value in an emergency.
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Oneplan Insurance's replyOfficial
20 Jan 2026, 13:54Dear Joslyn,
Thank you for bringing this matter to our attention.
We acknowledge receipt of your complaint and note your dissatisfaction. Please accept our apology for any inconvenience experienced.
Following a thorough review, we confirm that the claim in question relates to an incident that occurred while the policy was suspended due to non-payment. Communication regarding the returned debit order was sent on 2025/12/05 via SMS, informing you that due to no premium being received, you will no longer be covered. According to the invoice submitted, the incident occurred on 25 December 2025. Payment to reinstate the policy was only received on 26 December 2025. As a result, the policy was not active at the time of the incident, and the claim was therefore correctly repudiated. A formal repudiation letter has been sent to your registered email address.
As outlined in your policy schedule, Section 7.4 under What happens if you do not pay?, point 2 states that where a premium is not successfully received, a Grace Period applies until the fifteenth (15th) day of the month in which the premium is due. Should payment not be received within this period, the policy may lapse or be cancelled/terminated. Payment must be received before the fifteenth (15th) day of the due month, and no indulgence is granted.
Furthermore, Section 7.5 under How does the Grace Period work? clearly states that during the Grace Period, the policy is suspended and no claims will be considered until the outstanding premium has been paid.
All policies are governed by specific terms and conditions, which are provided to members before and throughout their relationship with Oneplan. While we are committed to assisting our clients wherever possible, this must always be in accordance with the policy terms. Oneplan adheres to the Treating Customers Fairly (TCF) principles and applies these consistently to ensure fair and equal treatment for all members.
We trust the above clarifies the matter.
Kind regards,
Oneplan.
Oneplan.
Oneplan Insurance's reply20 Jan 2026, 13:54
Official
Dear Joslyn,
Thank you for bringing this matter to our attention.
We acknowledge receipt of your complaint and note your dissatisfaction. Please accept our apology for any inconvenience experienced.
Following a thorough review, we confirm that the claim in question relates to an incident that occurred while the policy was suspended due to non-payment. Communication regarding the returned debit order was sent on 2025/12/05 via SMS, informing you that due to no premium being received, you will no longer be covered. According to the invoice submitted, the incident occurred on 25 December 2025. Payment to reinstate the policy was only received on 26 December 2025. As a result, the policy was not active at the time of the incident, and the claim was therefore correctly repudiated. A formal repudiation letter has been sent to your registered email address.
As outlined in your policy schedule, Section 7.4 under What happens if you do not pay?, point 2 states that where a premium is not successfully received, a Grace Period applies until the fifteenth (15th) day of the month in which the premium is due. Should payment not be received within this period, the policy may lapse or be cancelled/terminated. Payment must be received before the fifteenth (15th) day of the due month, and no indulgence is granted.
Furthermore, Section 7.5 under How does the Grace Period work? clearly states that during the Grace Period, the policy is suspended and no claims will be considered until the outstanding premium has been paid.
All policies are governed by specific terms and conditions, which are provided to members before and throughout their relationship with Oneplan. While we are committed to assisting our clients wherever possible, this must always be in accordance with the policy terms. Oneplan adheres to the Treating Customers Fairly (TCF) principles and applies these consistently to ensure fair and equal treatment for all members.
We trust the above clarifies the matter.
Kind regards,
Oneplan.
Oneplan.