CB
CATHERINA B
1 reviews | Active since Nov 2012
12 Jan 2023, 13:06
MISLEAD BY ONEPLAN PET INSURANCE
My dog had an accident over December. have accident cover with Oneplan for both my dogs. She was playing with our other dog, and just started yelping. She was cripple and was retracting her right lig. Refusing to put ay weight on it. I took her to the vet, who told e it was a torn cross ligament. I reported it to Oneplan immediately. The vet injected some cortisone, but said she most probably had to be operated on. Once again, I informed Oneplan. They said I must see the specialist, and they must provide a quotation for the op. I took her in this morning. The vet sends the quotation to the medical aid, who informed me of the following:"Unfortunately, this does fall within the scope for admission under the Accident Plan as per the Admission Matrix which is detailed within your Policy Schedule." What a joke.
Helpful (0)
Replies (6)0
Replies (6)
Oneplan Insurance's replyOfficial
12 Jan 2023, 16:45Good day Catherina,
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We sincerely apologize for any inconvenience which has been caused. We do have your fur-baby's best interest at heart and wish that she is having a speedy recovery.
Kindly note that for a claim to be considered under In-Hospital Admission in the unforeseen event of an accident we will require a completed claims form from the vet and invoice must reflect details of an in-hospital corrective procedure. If the invoice does not reflect a corrective procedure, it will be covered under the Casualty benefit which is available on our comprehensive Classic and Super plan up to their respective cover limits as this is in line with our policy terms and conditions.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. 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.
As per our telephonic discussion we are currently dealing with the matter, we will revert to you with the relevant feedback.
Once again apologize for any inconvenience caused and hope to restore the experience.
Kind Regards,
Oneplan
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We sincerely apologize for any inconvenience which has been caused. We do have your fur-baby's best interest at heart and wish that she is having a speedy recovery.
Kindly note that for a claim to be considered under In-Hospital Admission in the unforeseen event of an accident we will require a completed claims form from the vet and invoice must reflect details of an in-hospital corrective procedure. If the invoice does not reflect a corrective procedure, it will be covered under the Casualty benefit which is available on our comprehensive Classic and Super plan up to their respective cover limits as this is in line with our policy terms and conditions.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. 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.
As per our telephonic discussion we are currently dealing with the matter, we will revert to you with the relevant feedback.
Once again apologize for any inconvenience caused and hope to restore the experience.
Kind Regards,
Oneplan
Oneplan Insurance's reply12 Jan 2023, 16:45
Official
Good day Catherina,
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We sincerely apologize for any inconvenience which has been caused. We do have your fur-baby's best interest at heart and wish that she is having a speedy recovery.
Kindly note that for a claim to be considered under In-Hospital Admission in the unforeseen event of an accident we will require a completed claims form from the vet and invoice must reflect details of an in-hospital corrective procedure. If the invoice does not reflect a corrective procedure, it will be covered under the Casualty benefit which is available on our comprehensive Classic and Super plan up to their respective cover limits as this is in line with our policy terms and conditions.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. 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.
As per our telephonic discussion we are currently dealing with the matter, we will revert to you with the relevant feedback.
Once again apologize for any inconvenience caused and hope to restore the experience.
Kind Regards,
Oneplan
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We sincerely apologize for any inconvenience which has been caused. We do have your fur-baby's best interest at heart and wish that she is having a speedy recovery.
Kindly note that for a claim to be considered under In-Hospital Admission in the unforeseen event of an accident we will require a completed claims form from the vet and invoice must reflect details of an in-hospital corrective procedure. If the invoice does not reflect a corrective procedure, it will be covered under the Casualty benefit which is available on our comprehensive Classic and Super plan up to their respective cover limits as this is in line with our policy terms and conditions.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. 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.
As per our telephonic discussion we are currently dealing with the matter, we will revert to you with the relevant feedback.
Once again apologize for any inconvenience caused and hope to restore the experience.
Kind Regards,
Oneplan
CB
CATHERINA B's updateReviewer Update
12 Jan 2023, 16:58Thank you. I am waiting for your response.
CB
CATHERINA B's update12 Jan 2023, 16:58
Reviewer Update
Thank you. I am waiting for your response.
CB
CATHERINA B's updateReviewer Update
13 Jan 2023, 13:55Friday the 13th, 13h47. I am still waiting for a reply. I did forward all the documentation to Oneplan as asked. Kiki is home, and I had to pay the full bill from my own pocket. I send those details to Oneplan as well.
CB
CATHERINA B's update13 Jan 2023, 13:55
Reviewer Update
Friday the 13th, 13h47. I am still waiting for a reply. I did forward all the documentation to Oneplan as asked. Kiki is home, and I had to pay the full bill from my own pocket. I send those details to Oneplan as well.
Oneplan Insurance's replyOfficial
13 Jan 2023, 14:41Good day,
Thank you for reaching out to us.
Kindly note that we have proceeded to send an email to your listed email address, we have also communicated with the Vet and awaiting further information from the Vet. Once we receive the required information, we will revert to you with the relevant feedback.
We thank you for your patience in this matter.
Kind Regards,
Oneplan
Thank you for reaching out to us.
Kindly note that we have proceeded to send an email to your listed email address, we have also communicated with the Vet and awaiting further information from the Vet. Once we receive the required information, we will revert to you with the relevant feedback.
We thank you for your patience in this matter.
Kind Regards,
Oneplan
Oneplan Insurance's reply13 Jan 2023, 14:41
Official
Good day,
Thank you for reaching out to us.
Kindly note that we have proceeded to send an email to your listed email address, we have also communicated with the Vet and awaiting further information from the Vet. Once we receive the required information, we will revert to you with the relevant feedback.
We thank you for your patience in this matter.
Kind Regards,
Oneplan
Thank you for reaching out to us.
Kindly note that we have proceeded to send an email to your listed email address, we have also communicated with the Vet and awaiting further information from the Vet. Once we receive the required information, we will revert to you with the relevant feedback.
We thank you for your patience in this matter.
Kind Regards,
Oneplan
CB
CATHERINA B's updateReviewer Update
17 Jan 2023, 08:02Thank you Oneplan for looking into my problem. It was clear that Oneplan wanted to make sure that I did take action on the day that Kiki was injured. Which I did. I took her to the local vet, since the specialist in Pta was on leave. The receptionist at the vet told me some horrific stories of how people got money from their pet medical aid, only to then euthanize the pet, and use the money for something else. This is very sad and gave me a better understanding of why the insurance companies have to investigate claims properly. Kiki is indeed doing better, and she is starting to use her leg again. I received the e-mail below from Oneplan. Thank you Ryan and Larnel.
"Dear Carin, I hope this email finds you well.
Your claim for Kiki has been approved under the Hospital Cover Benefit. Kindly note that a 10% excess has been deducted as your policy does not contain an Excess Buster.
The refund has been processed into the bank account from which your monthly premiums are debited. Please allow 3-7 working days for the payment to reflect. I hope Kiki is recovering well! Kind Regards,
Ryan Sakinofsky
Claims Consultant
E: *** "
"Dear Carin, I hope this email finds you well.
Your claim for Kiki has been approved under the Hospital Cover Benefit. Kindly note that a 10% excess has been deducted as your policy does not contain an Excess Buster.
The refund has been processed into the bank account from which your monthly premiums are debited. Please allow 3-7 working days for the payment to reflect. I hope Kiki is recovering well! Kind Regards,
Ryan Sakinofsky
Claims Consultant
E: *** "
CB
CATHERINA B's update17 Jan 2023, 08:02
Reviewer Update
Thank you Oneplan for looking into my problem. It was clear that Oneplan wanted to make sure that I did take action on the day that Kiki was injured. Which I did. I took her to the local vet, since the specialist in Pta was on leave. The receptionist at the vet told me some horrific stories of how people got money from their pet medical aid, only to then euthanize the pet, and use the money for something else. This is very sad and gave me a better understanding of why the insurance companies have to investigate claims properly. Kiki is indeed doing better, and she is starting to use her leg again. I received the e-mail below from Oneplan. Thank you Ryan and Larnel.
"Dear Carin, I hope this email finds you well.
Your claim for Kiki has been approved under the Hospital Cover Benefit. Kindly note that a 10% excess has been deducted as your policy does not contain an Excess Buster.
The refund has been processed into the bank account from which your monthly premiums are debited. Please allow 3-7 working days for the payment to reflect. I hope Kiki is recovering well! Kind Regards,
Ryan Sakinofsky
Claims Consultant
E: *** "
"Dear Carin, I hope this email finds you well.
Your claim for Kiki has been approved under the Hospital Cover Benefit. Kindly note that a 10% excess has been deducted as your policy does not contain an Excess Buster.
The refund has been processed into the bank account from which your monthly premiums are debited. Please allow 3-7 working days for the payment to reflect. I hope Kiki is recovering well! Kind Regards,
Ryan Sakinofsky
Claims Consultant
E: *** "
Oneplan Insurance's replyOfficial
18 Jan 2023, 14:56Good day Catherina,
Thank you for providing us with feedback on the matter
We are pleased to hear that Larnell and Ryan was able to assist you in a wonderful manner. Our clients and fur-babies are important to us. We strive to provide excellent services daily and glad to hear that we were able to assist in this regard. We appreciate the opportunity granted to restore the experience and we are delighted that despite the circumstances the team has made such a lasting impression on you.
Please give our love and well wishes to Kiki.
Thank you for being part of the Oneplan Family.
Kind Regards,
Oneplan
Thank you for providing us with feedback on the matter
We are pleased to hear that Larnell and Ryan was able to assist you in a wonderful manner. Our clients and fur-babies are important to us. We strive to provide excellent services daily and glad to hear that we were able to assist in this regard. We appreciate the opportunity granted to restore the experience and we are delighted that despite the circumstances the team has made such a lasting impression on you.
Please give our love and well wishes to Kiki.
Thank you for being part of the Oneplan Family.
Kind Regards,
Oneplan
Oneplan Insurance's reply18 Jan 2023, 14:56
Official
Good day Catherina,
Thank you for providing us with feedback on the matter
We are pleased to hear that Larnell and Ryan was able to assist you in a wonderful manner. Our clients and fur-babies are important to us. We strive to provide excellent services daily and glad to hear that we were able to assist in this regard. We appreciate the opportunity granted to restore the experience and we are delighted that despite the circumstances the team has made such a lasting impression on you.
Please give our love and well wishes to Kiki.
Thank you for being part of the Oneplan Family.
Kind Regards,
Oneplan
Thank you for providing us with feedback on the matter
We are pleased to hear that Larnell and Ryan was able to assist you in a wonderful manner. Our clients and fur-babies are important to us. We strive to provide excellent services daily and glad to hear that we were able to assist in this regard. We appreciate the opportunity granted to restore the experience and we are delighted that despite the circumstances the team has made such a lasting impression on you.
Please give our love and well wishes to Kiki.
Thank you for being part of the Oneplan Family.
Kind Regards,
Oneplan