GV
Gaynor V
1 reviews | Active since Oct 2018
31 Oct 2023, 21:47
I would give them a 0 star if I could.
If you find yourself with a sick pet and thought you made the right choice in selecting OnePlan for pet insurance, think again. OnePlan provides minimal assistance when it comes to covering most medical expenses and procedures. To make matters worse, there is an initial 14-day waiting period for claims, which can pose a problem if your pet requires medication within two weeks.
OnePlan does not cover expenses related to diagnostic procedures or admissions for medical treatments. When I submitted a claim with Casualty (Pawsualty for Pets), I had a bill of R 2500, but they only reimbursed me R 233.40. The reimbur*****t amounts seem arbitrary and inconsistent. In essence, this insurance has not provided the financial support I expected.
Despite paying R850 for comprehensive pet insurance, I've ended up spending more money than I anticipated. Dealing with a severely ill puppy and an uncooperative pet insurance company has been a distressing experience, particularly when I needed their support the most.
I would give them a 0 star if I could.
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Replies (2)GV
Gaynor V's updateReviewer Update
31 Oct 2023, 21:57 Additionally, it's important to note that there's a life-saving procedure pending for my pet. I'm currently seeking assistance from the Animal Anti-Cruelty League due to the financial strain I'm experiencing while trying to care for my ailing dog and also paying premiums for the insurance plan that will not help!
GV
Gaynor V's update31 Oct 2023, 21:57
Reviewer Update
Additionally, it's important to note that there's a life-saving procedure pending for my pet. I'm currently seeking assistance from the Animal Anti-Cruelty League due to the financial strain I'm experiencing while trying to care for my ailing dog and also paying premiums for the insurance plan that will not help!
Oneplan Insurance's replyOfficial
01 Nov 2023, 11:33Dear ***nor,
Thank you for taking our call earlier and allowing us the opportunity to further assist you.
We apologize for any inconvenience that has been caused as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Thank you for taking our call earlier and allowing us the opportunity to further assist you.
We apologize for any inconvenience that has been caused as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
As per our telephonic conversation, kindly note that your fur-baby receives 4 Casualty visits per a year. A Vet consultation, prescribed medication, pathology, radiology, and medically justifiable dentistry, minor procedures, and treatments or diagnostic tests will be covered under the Casualty benefit up to the respective cover limit.
You may claim for a Casualty event up to the claim limit per event with a fourteen (14) day waiting period between the initial event and the next event, However you may claim for follow-up visits for the same event until the event limit has been reached within a period of 14 days ‐ for example, if your limit is R500 and your previous claim was only for R250, you can still claim another R250 for the follow-up vet visit for the same issue. You may not claim for the same event under a new cover within the fourteen (14) day waiting period.
According to our policy schedule under the heading "What is Not Covered" on the Oneplan Pet Hospital Admission Cover Section (point 2) it states that admission and/or hospitalization exclusively for diagnostic procedures, monitoring, and/or observing is not covered under the in-hospital benefit, however, this will be covered under the day-to-day benefit. All in-hospital claims must meet our admission matrix which is found in your policy schedule. Should the invoice only reflect an overnight stay solely for diagnostic procedures, unfortunately, the claim will be covered under the Casualty benefit that's available on the Classic and Super plan up to the respective cover limit.
There are annual cover limits on all our cover types. Once the annual cover limit has been exceeded, the cover limit benefit will renew on the anniversary of your policy.
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, please note that this is by no means a ploy to refuse payment of the claim. 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 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 the inconvenience caused and we hope to restore the experience.
You may claim for a Casualty event up to the claim limit per event with a fourteen (14) day waiting period between the initial event and the next event, However you may claim for follow-up visits for the same event until the event limit has been reached within a period of 14 days ‐ for example, if your limit is R500 and your previous claim was only for R250, you can still claim another R250 for the follow-up vet visit for the same issue. You may not claim for the same event under a new cover within the fourteen (14) day waiting period.
According to our policy schedule under the heading "What is Not Covered" on the Oneplan Pet Hospital Admission Cover Section (point 2) it states that admission and/or hospitalization exclusively for diagnostic procedures, monitoring, and/or observing is not covered under the in-hospital benefit, however, this will be covered under the day-to-day benefit. All in-hospital claims must meet our admission matrix which is found in your policy schedule. Should the invoice only reflect an overnight stay solely for diagnostic procedures, unfortunately, the claim will be covered under the Casualty benefit that's available on the Classic and Super plan up to the respective cover limit.
There are annual cover limits on all our cover types. Once the annual cover limit has been exceeded, the cover limit benefit will renew on the anniversary of your policy.
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, please note that this is by no means a ploy to refuse payment of the claim. 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 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 the inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Oneplan Insurance's reply01 Nov 2023, 11:33
Official
Dear ***nor,
Thank you for taking our call earlier and allowing us the opportunity to further assist you.
We apologize for any inconvenience that has been caused as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Thank you for taking our call earlier and allowing us the opportunity to further assist you.
We apologize for any inconvenience that has been caused as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
As per our telephonic conversation, kindly note that your fur-baby receives 4 Casualty visits per a year. A Vet consultation, prescribed medication, pathology, radiology, and medically justifiable dentistry, minor procedures, and treatments or diagnostic tests will be covered under the Casualty benefit up to the respective cover limit.
You may claim for a Casualty event up to the claim limit per event with a fourteen (14) day waiting period between the initial event and the next event, However you may claim for follow-up visits for the same event until the event limit has been reached within a period of 14 days ‐ for example, if your limit is R500 and your previous claim was only for R250, you can still claim another R250 for the follow-up vet visit for the same issue. You may not claim for the same event under a new cover within the fourteen (14) day waiting period.
According to our policy schedule under the heading "What is Not Covered" on the Oneplan Pet Hospital Admission Cover Section (point 2) it states that admission and/or hospitalization exclusively for diagnostic procedures, monitoring, and/or observing is not covered under the in-hospital benefit, however, this will be covered under the day-to-day benefit. All in-hospital claims must meet our admission matrix which is found in your policy schedule. Should the invoice only reflect an overnight stay solely for diagnostic procedures, unfortunately, the claim will be covered under the Casualty benefit that's available on the Classic and Super plan up to the respective cover limit.
There are annual cover limits on all our cover types. Once the annual cover limit has been exceeded, the cover limit benefit will renew on the anniversary of your policy.
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, please note that this is by no means a ploy to refuse payment of the claim. 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 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 the inconvenience caused and we hope to restore the experience.
You may claim for a Casualty event up to the claim limit per event with a fourteen (14) day waiting period between the initial event and the next event, However you may claim for follow-up visits for the same event until the event limit has been reached within a period of 14 days ‐ for example, if your limit is R500 and your previous claim was only for R250, you can still claim another R250 for the follow-up vet visit for the same issue. You may not claim for the same event under a new cover within the fourteen (14) day waiting period.
According to our policy schedule under the heading "What is Not Covered" on the Oneplan Pet Hospital Admission Cover Section (point 2) it states that admission and/or hospitalization exclusively for diagnostic procedures, monitoring, and/or observing is not covered under the in-hospital benefit, however, this will be covered under the day-to-day benefit. All in-hospital claims must meet our admission matrix which is found in your policy schedule. Should the invoice only reflect an overnight stay solely for diagnostic procedures, unfortunately, the claim will be covered under the Casualty benefit that's available on the Classic and Super plan up to the respective cover limit.
There are annual cover limits on all our cover types. Once the annual cover limit has been exceeded, the cover limit benefit will renew on the anniversary of your policy.
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, please note that this is by no means a ploy to refuse payment of the claim. 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 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 the inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan