JvdM
Jacques van der Merwe
1 reviews | Active since Jul 2012
29 Jun 2021, 18:49
Money grabbers and no payment
If its possible to give a rating of zero and would have done that. When the agent signed me up in January he was full of false promises with claims payout and today I had my first rejected claim with a bunch of excuses why they wont pay out. This company just look for reasons not to pay claims. They will throw the book at you with complicated medical and lagal terms to justify their decision. Don't use them ever. They will collect every month and reject every claim. That is their business model and while we as client feed the ****** they will keep on laundering our money with zero value.
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Replies (6)0
Replies (6)
Oneplan Insurance's replyOfficial
29 Jun 2021, 20:33Hi Jacques,
From the outset we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for the inconvenience that that has been caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note 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.
For a claim to be covered in-hospital, the claim invoice should indicate that there was an admission in hospital with an overnight stay or treatment or procedure done in the vet hospital. 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.
We have acknowledged your complaint and we have escalated the matter to the relevant department. This matter has been dealt as a priority; one of our consultants will be in contact with you.
Once again, we apologize for the inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan
From the outset we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for the inconvenience that that has been caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note 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.
For a claim to be covered in-hospital, the claim invoice should indicate that there was an admission in hospital with an overnight stay or treatment or procedure done in the vet hospital. 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.
We have acknowledged your complaint and we have escalated the matter to the relevant department. This matter has been dealt as a priority; one of our consultants will be in contact with you.
Once again, we apologize for the inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan
Oneplan Insurance's reply29 Jun 2021, 20:33
Official
Hi Jacques,
From the outset we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for the inconvenience that that has been caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note 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.
For a claim to be covered in-hospital, the claim invoice should indicate that there was an admission in hospital with an overnight stay or treatment or procedure done in the vet hospital. 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.
We have acknowledged your complaint and we have escalated the matter to the relevant department. This matter has been dealt as a priority; one of our consultants will be in contact with you.
Once again, we apologize for the inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan
From the outset we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for the inconvenience that that has been caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note 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.
For a claim to be covered in-hospital, the claim invoice should indicate that there was an admission in hospital with an overnight stay or treatment or procedure done in the vet hospital. 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.
We have acknowledged your complaint and we have escalated the matter to the relevant department. This matter has been dealt as a priority; one of our consultants will be in contact with you.
Once again, we apologize for the inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan
JvdM
Jacques van der Merwe's updateReviewer Update
30 Jun 2021, 11:49Thank you for the response. I person did call me to explain that what I was sold in January is not in line with my expectations of your offering. I expect a followup call at 12 today to understand whats going on. Basically I have been paying for 6 months for a product that is of very little use to me and my animals. The terms and conditions are so restricted that I require a law degree to understand it. All I asked for is to explain in simple non medical and non legal terms whats going on. Basically, get in touch with your clients needs and not only the needs of your investors and legal department. I dont want to argue about what you will and will not pay when my animals are in distress. Its should be clear in understandable terms. I do appreciate the quick response and hope we can resolve this quickly.
JvdM
Jacques van der Merwe's update30 Jun 2021, 11:49
Reviewer Update
Thank you for the response. I person did call me to explain that what I was sold in January is not in line with my expectations of your offering. I expect a followup call at 12 today to understand whats going on. Basically I have been paying for 6 months for a product that is of very little use to me and my animals. The terms and conditions are so restricted that I require a law degree to understand it. All I asked for is to explain in simple non medical and non legal terms whats going on. Basically, get in touch with your clients needs and not only the needs of your investors and legal department. I dont want to argue about what you will and will not pay when my animals are in distress. Its should be clear in understandable terms. I do appreciate the quick response and hope we can resolve this quickly.
Oneplan Insurance's replyOfficial
30 Jun 2021, 14:46Hi Jacques,
Thank you for taking our call this morning and for allowing us the opportunity to further assist. We have noted the service breakdown you have mentioned in the above escalation to improve the service.
Thank you for taking our call this morning and for allowing us the opportunity to further assist. We have noted the service breakdown you have mentioned in the above escalation to improve the service.
Kindly note that the plan that you had your fur-baby, Zoey on the Hospital plan. For a claim to be considered under Hospital Cover, the invoice must reflect details of a procedure and/or inpatient treatment administered for the diagnosed condition, and where a charge for an overnight admission is reflected, it will be wholly considered. If the invoice does not reflect an overnight admission or procedure, it will be covered under Veterinarian Visits.
Upon investigation we discovered your fur-baby is on the Hospital Plan. The services rendered will fall under the vet visit cover limit which would have been covered on our comprehensive Classic and Super plan up to their respective cover limits as this is in line with our policy terms and conditions.
One of our care consultants will be in contact with you to further explain the Classic plan in detail. Once again, we apologize for the inconvenience caused and hope to have restored the experience.
Kind Regards
Oneplan
Oneplan Insurance's reply30 Jun 2021, 14:46
Official
Hi Jacques,
Thank you for taking our call this morning and for allowing us the opportunity to further assist. We have noted the service breakdown you have mentioned in the above escalation to improve the service.
Thank you for taking our call this morning and for allowing us the opportunity to further assist. We have noted the service breakdown you have mentioned in the above escalation to improve the service.
Kindly note that the plan that you had your fur-baby, Zoey on the Hospital plan. For a claim to be considered under Hospital Cover, the invoice must reflect details of a procedure and/or inpatient treatment administered for the diagnosed condition, and where a charge for an overnight admission is reflected, it will be wholly considered. If the invoice does not reflect an overnight admission or procedure, it will be covered under Veterinarian Visits.
Upon investigation we discovered your fur-baby is on the Hospital Plan. The services rendered will fall under the vet visit cover limit which would have been covered on our comprehensive Classic and Super plan up to their respective cover limits as this is in line with our policy terms and conditions.
One of our care consultants will be in contact with you to further explain the Classic plan in detail. Once again, we apologize for the inconvenience caused and hope to have restored the experience.
Kind Regards
Oneplan
JvdM
Jacques van der Merwe's updateReviewer Update
30 Jun 2021, 15:14I had a lady that called me an informed me to go to the classic to receive vet visit included and that the cost would be R613 for all my aninals then on receiving the official quote the amount suddenly doubled from what I paid before to. How can this be. From a phone quote to email quote an additional R250 got added. Whats going on ?
JvdM
Jacques van der Merwe's update30 Jun 2021, 15:14
Reviewer Update
I had a lady that called me an informed me to go to the classic to receive vet visit included and that the cost would be R613 for all my aninals then on receiving the official quote the amount suddenly doubled from what I paid before to. How can this be. From a phone quote to email quote an additional R250 got added. Whats going on ?
Oneplan Insurance's replyOfficial
30 Jun 2021, 15:52Hi Jacques,
Kindly note as per the telephonic conversation with our care consultant the premium of R612 is an estimated premium and the final premium will be confirmed via email once the consultant has processed the upgrade on the system. Confirmation of the final premium amount for upgrading your fur babies to the Classic Plan was sent to your listed email address. we have attached the brochure on the email with the final amount. The brochure will provide clarity on the benefits and cover limits on the Classic plan, kindly have a look at the information and respond to the email to let us know if may proceed with the upgrade.
Kind Regards,
Oneplan
Kindly note as per the telephonic conversation with our care consultant the premium of R612 is an estimated premium and the final premium will be confirmed via email once the consultant has processed the upgrade on the system. Confirmation of the final premium amount for upgrading your fur babies to the Classic Plan was sent to your listed email address. we have attached the brochure on the email with the final amount. The brochure will provide clarity on the benefits and cover limits on the Classic plan, kindly have a look at the information and respond to the email to let us know if may proceed with the upgrade.
Kind Regards,
Oneplan
Oneplan Insurance's reply30 Jun 2021, 15:52
Official
Hi Jacques,
Kindly note as per the telephonic conversation with our care consultant the premium of R612 is an estimated premium and the final premium will be confirmed via email once the consultant has processed the upgrade on the system. Confirmation of the final premium amount for upgrading your fur babies to the Classic Plan was sent to your listed email address. we have attached the brochure on the email with the final amount. The brochure will provide clarity on the benefits and cover limits on the Classic plan, kindly have a look at the information and respond to the email to let us know if may proceed with the upgrade.
Kind Regards,
Oneplan
Kindly note as per the telephonic conversation with our care consultant the premium of R612 is an estimated premium and the final premium will be confirmed via email once the consultant has processed the upgrade on the system. Confirmation of the final premium amount for upgrading your fur babies to the Classic Plan was sent to your listed email address. we have attached the brochure on the email with the final amount. The brochure will provide clarity on the benefits and cover limits on the Classic plan, kindly have a look at the information and respond to the email to let us know if may proceed with the upgrade.
Kind Regards,
Oneplan
JvdM
Jacques van der Merwe's updateReviewer Update
30 Jun 2021, 18:36The point is how can the telephonic quote differ by R250.
JvdM
Jacques van der Merwe's update30 Jun 2021, 18:36
Reviewer Update
The point is how can the telephonic quote differ by R250.