SR
Sonam R
1 reviews | Active since Dec 2025
30 Dec 2025, 19:14
If you want your pet to die without help, take OnePlan pet insurance
If I could give them 0 stars, I would. I have been paying for the classic plan for around 2 years My dog needs tests to see if he has cancer and I called them today only for them to say that all investigations come out of casualty benefits and not in-hospital even if they are admitted In-hospital benefits are only for treatments But how are you going to know if your pet needs surgery, if you don't do the relevant scans and imaging and blood tests? OnePlan is an absolute **** They know people usually can't afford the tests and so they won't need to pay for treatments as the dog ends up being euthanised Then they pay for burial/cremation costs and everyone thinks that they're a good service when actually it is set up to actually not help your pet and make them profits I have spent around R40 000 in the last few days of which they are only willing to pay R1 600 for the health of my pet My insurance premium is almost R1000 a month
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Replies (4)
Oneplan Insurance's replyOfficial
30 Dec 2025, 19:37Dear Sonam,
Thank you for bringing this to matter our attention.
We sincerely regret the circumstances that led to your Hellopeter complaint and apologize for any inconvenience you have experienced.
Upon a thorough investigation into the matter, we would like to clarify that the claims are reviewed fairly, subject to the stated terms and conditions as outlined in the policy schedule. Based on the invoice submitted for the claim, should the information provided not meet the admission matrix as outlined on your policy document, the claim cannot be reviewed under the Admission benefit. It is important to note the following as per the policy schedule; The below conditions under the Admission Matrix must be met for a claim to be considered under either Illness or Accident Hospital cover, subject to the terms and conditions of the policy. On receipt of the claim documentation and invoice the criteria stipulated in the Matrix will be considered for approval of these claims and will include – but is not limited to – the following:
Thank you for bringing this to matter our attention.
We sincerely regret the circumstances that led to your Hellopeter complaint and apologize for any inconvenience you have experienced.
Upon a thorough investigation into the matter, we would like to clarify that the claims are reviewed fairly, subject to the stated terms and conditions as outlined in the policy schedule. Based on the invoice submitted for the claim, should the information provided not meet the admission matrix as outlined on your policy document, the claim cannot be reviewed under the Admission benefit. It is important to note the following as per the policy schedule; The below conditions under the Admission Matrix must be met for a claim to be considered under either Illness or Accident Hospital cover, subject to the terms and conditions of the policy. On receipt of the claim documentation and invoice the criteria stipulated in the Matrix will be considered for approval of these claims and will include – but is not limited to – the following:
- Hospitalisation (the act of admission)
- Procedure (corrective not diagnostic)
- Drip setup
- Surgery, professional fee
- Sedation and anaesthesia
- Severity (Based on the below Triage Categories)
- Treatment plan
- Duration of admittance and/or procedure.
Under our policy terms and conditions, the Casualty (Pawsualty for Pets) benefit, as outlined in point 4 of your policy wording states the following:
Casualty (Pawsualty for Pets) includes vet consultations, prescribed medication, pathology, radiology, medically justifiable dentistry (dental scaling and polishing are covered under Pet Med Savings/Booster), minor procedures, treatments, or diagnostic tests that do not require admission.
We understand that this may not be the outcome you were hoping for, but we trust that the above clarity helps explain how the benefits apply. Please be assured that one declined claim does not mean that future claims will not be covered. Each claim is assessed on its own merits and in accordance with the policy schedule.
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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
Should you need any further assistance, we are here to help.
Kind regards,
Oneplan.
Oneplan Insurance's reply30 Dec 2025, 19:37
Official
Dear Sonam,
Thank you for bringing this to matter our attention.
We sincerely regret the circumstances that led to your Hellopeter complaint and apologize for any inconvenience you have experienced.
Upon a thorough investigation into the matter, we would like to clarify that the claims are reviewed fairly, subject to the stated terms and conditions as outlined in the policy schedule. Based on the invoice submitted for the claim, should the information provided not meet the admission matrix as outlined on your policy document, the claim cannot be reviewed under the Admission benefit. It is important to note the following as per the policy schedule; The below conditions under the Admission Matrix must be met for a claim to be considered under either Illness or Accident Hospital cover, subject to the terms and conditions of the policy. On receipt of the claim documentation and invoice the criteria stipulated in the Matrix will be considered for approval of these claims and will include – but is not limited to – the following:
Thank you for bringing this to matter our attention.
We sincerely regret the circumstances that led to your Hellopeter complaint and apologize for any inconvenience you have experienced.
Upon a thorough investigation into the matter, we would like to clarify that the claims are reviewed fairly, subject to the stated terms and conditions as outlined in the policy schedule. Based on the invoice submitted for the claim, should the information provided not meet the admission matrix as outlined on your policy document, the claim cannot be reviewed under the Admission benefit. It is important to note the following as per the policy schedule; The below conditions under the Admission Matrix must be met for a claim to be considered under either Illness or Accident Hospital cover, subject to the terms and conditions of the policy. On receipt of the claim documentation and invoice the criteria stipulated in the Matrix will be considered for approval of these claims and will include – but is not limited to – the following:
- Hospitalisation (the act of admission)
- Procedure (corrective not diagnostic)
- Drip setup
- Surgery, professional fee
- Sedation and anaesthesia
- Severity (Based on the below Triage Categories)
- Treatment plan
- Duration of admittance and/or procedure.
Under our policy terms and conditions, the Casualty (Pawsualty for Pets) benefit, as outlined in point 4 of your policy wording states the following:
Casualty (Pawsualty for Pets) includes vet consultations, prescribed medication, pathology, radiology, medically justifiable dentistry (dental scaling and polishing are covered under Pet Med Savings/Booster), minor procedures, treatments, or diagnostic tests that do not require admission.
We understand that this may not be the outcome you were hoping for, but we trust that the above clarity helps explain how the benefits apply. Please be assured that one declined claim does not mean that future claims will not be covered. Each claim is assessed on its own merits and in accordance with the policy schedule.
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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
Should you need any further assistance, we are here to help.
Kind regards,
Oneplan.
SR
Sonam R's updateReviewer Update
30 Dec 2025, 21:28Should I thank you for the AI-generated response?
My problem is that you do not tell your policy-holders that investigations are not covered by in-hospital benefits openly when they are taking the policy
If a patient is admitted to hospital, all costs should be covered up to a certain level
You hide the fact that the available funds for investigations are shockingly low in the fine print and it is only found out when they need to claim
My problem is that you do not tell your policy-holders that investigations are not covered by in-hospital benefits openly when they are taking the policy
If a patient is admitted to hospital, all costs should be covered up to a certain level
You hide the fact that the available funds for investigations are shockingly low in the fine print and it is only found out when they need to claim
SR
Sonam R's update30 Dec 2025, 21:28
Reviewer Update
Should I thank you for the AI-generated response?
My problem is that you do not tell your policy-holders that investigations are not covered by in-hospital benefits openly when they are taking the policy
If a patient is admitted to hospital, all costs should be covered up to a certain level
You hide the fact that the available funds for investigations are shockingly low in the fine print and it is only found out when they need to claim
My problem is that you do not tell your policy-holders that investigations are not covered by in-hospital benefits openly when they are taking the policy
If a patient is admitted to hospital, all costs should be covered up to a certain level
You hide the fact that the available funds for investigations are shockingly low in the fine print and it is only found out when they need to claim
Oneplan Insurance's replyOfficial
31 Dec 2025, 07:24Dear Sonam.
Thank you for getting back to us.
Kindly note that the information relating to benefit limits, including cover for diagnostics, is clearly outlined in the policy schedule provided to all policyholders. At the sale stage, the benefits of each plan are explained, and clients are encouraged to read the full policy document to gain a clear understanding of their selected plan and the benefits applicable to it. These terms are not intended to be hidden, but rather to ensure transparency around how benefits are structured and app****.
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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
We hope this clarifies the matter.
Kind regards,
Oneplan.
Thank you for getting back to us.
Kindly note that the information relating to benefit limits, including cover for diagnostics, is clearly outlined in the policy schedule provided to all policyholders. At the sale stage, the benefits of each plan are explained, and clients are encouraged to read the full policy document to gain a clear understanding of their selected plan and the benefits applicable to it. These terms are not intended to be hidden, but rather to ensure transparency around how benefits are structured and app****.
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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
We hope this clarifies the matter.
Kind regards,
Oneplan.
Oneplan Insurance's reply31 Dec 2025, 07:24
Official
Dear Sonam.
Thank you for getting back to us.
Kindly note that the information relating to benefit limits, including cover for diagnostics, is clearly outlined in the policy schedule provided to all policyholders. At the sale stage, the benefits of each plan are explained, and clients are encouraged to read the full policy document to gain a clear understanding of their selected plan and the benefits applicable to it. These terms are not intended to be hidden, but rather to ensure transparency around how benefits are structured and app****.
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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
We hope this clarifies the matter.
Kind regards,
Oneplan.
Thank you for getting back to us.
Kindly note that the information relating to benefit limits, including cover for diagnostics, is clearly outlined in the policy schedule provided to all policyholders. At the sale stage, the benefits of each plan are explained, and clients are encouraged to read the full policy document to gain a clear understanding of their selected plan and the benefits applicable to it. These terms are not intended to be hidden, but rather to ensure transparency around how benefits are structured and app****.
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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
We hope this clarifies the matter.
Kind regards,
Oneplan.
SR
Sonam R's updateReviewer Update
31 Dec 2025, 22:17Greetings OnePlan
I am the type of person who reads all 19 pages of the terms and conditions when I get a policy
According to the special condition number 5 on page 8 of your policy document- "Should a diagnostic procedure result in a confirmed diagnosis and treatment plan the cost of the procedure will be covered"
In my dog's case this is true, he is being treated for whatever blood, histological, and radiological tests have shown
However, when I spoke to one of OnePlan's operators on the phone yesterday- she said that all diagnostic procedures come out of the measly casualty benefit
I'm sure the call was recorded
I even used examples such as that my dog had blood tests to diagnose anaemia and now he needs a blood transfusion. She said only the transfusion would be covered and not the bloods
Oneplan has also only paid the amount out of the casualty benefit
So this is not only hidden, but what you offer your client is false
I know you do mention in the admission matrix that it covers corrective procedures only and not diagnostic, and you offer a diagnostic booster add-on option later on in the policy
Under casualty, it only says it covers diagnostic tests that don't require admission but my dog did need urgent (Yellow triage category) admission because of these tests
I am currently appealing what was said to me via an email thread with OnePlan
I am the type of person who reads all 19 pages of the terms and conditions when I get a policy
According to the special condition number 5 on page 8 of your policy document- "Should a diagnostic procedure result in a confirmed diagnosis and treatment plan the cost of the procedure will be covered"
In my dog's case this is true, he is being treated for whatever blood, histological, and radiological tests have shown
However, when I spoke to one of OnePlan's operators on the phone yesterday- she said that all diagnostic procedures come out of the measly casualty benefit
I'm sure the call was recorded
I even used examples such as that my dog had blood tests to diagnose anaemia and now he needs a blood transfusion. She said only the transfusion would be covered and not the bloods
Oneplan has also only paid the amount out of the casualty benefit
So this is not only hidden, but what you offer your client is false
I know you do mention in the admission matrix that it covers corrective procedures only and not diagnostic, and you offer a diagnostic booster add-on option later on in the policy
Under casualty, it only says it covers diagnostic tests that don't require admission but my dog did need urgent (Yellow triage category) admission because of these tests
I am currently appealing what was said to me via an email thread with OnePlan
SR
Sonam R's update31 Dec 2025, 22:17
Reviewer Update
Greetings OnePlan
I am the type of person who reads all 19 pages of the terms and conditions when I get a policy
According to the special condition number 5 on page 8 of your policy document- "Should a diagnostic procedure result in a confirmed diagnosis and treatment plan the cost of the procedure will be covered"
In my dog's case this is true, he is being treated for whatever blood, histological, and radiological tests have shown
However, when I spoke to one of OnePlan's operators on the phone yesterday- she said that all diagnostic procedures come out of the measly casualty benefit
I'm sure the call was recorded
I even used examples such as that my dog had blood tests to diagnose anaemia and now he needs a blood transfusion. She said only the transfusion would be covered and not the bloods
Oneplan has also only paid the amount out of the casualty benefit
So this is not only hidden, but what you offer your client is false
I know you do mention in the admission matrix that it covers corrective procedures only and not diagnostic, and you offer a diagnostic booster add-on option later on in the policy
Under casualty, it only says it covers diagnostic tests that don't require admission but my dog did need urgent (Yellow triage category) admission because of these tests
I am currently appealing what was said to me via an email thread with OnePlan
I am the type of person who reads all 19 pages of the terms and conditions when I get a policy
According to the special condition number 5 on page 8 of your policy document- "Should a diagnostic procedure result in a confirmed diagnosis and treatment plan the cost of the procedure will be covered"
In my dog's case this is true, he is being treated for whatever blood, histological, and radiological tests have shown
However, when I spoke to one of OnePlan's operators on the phone yesterday- she said that all diagnostic procedures come out of the measly casualty benefit
I'm sure the call was recorded
I even used examples such as that my dog had blood tests to diagnose anaemia and now he needs a blood transfusion. She said only the transfusion would be covered and not the bloods
Oneplan has also only paid the amount out of the casualty benefit
So this is not only hidden, but what you offer your client is false
I know you do mention in the admission matrix that it covers corrective procedures only and not diagnostic, and you offer a diagnostic booster add-on option later on in the policy
Under casualty, it only says it covers diagnostic tests that don't require admission but my dog did need urgent (Yellow triage category) admission because of these tests
I am currently appealing what was said to me via an email thread with OnePlan