AC
Alfred C
1 reviews | Active since Jul 2020
13 Nov 2024, 08:58
Negative experience with Oneplan. They won't allow me to cancel my policy immediately
I have had a policy for my puppy since April 2024. I have claimed twice since getting this policy to total value of R2002. First claim was for mandatory vaccinations and second claim was for spaying. Both procedures are recommended on the Oneplan app. Both claims were paid out, but now Oneplan demands that I pay back money to their medical scheme because they disapproved my second claim. According to them, I should only claim a cumulative total R1400 FOR THE ENTIRE YEAR - significantly less than the cost of all procedures required in the pet's first year of life. Premiums for the Classic plan are R300 per month x 12 months = R3600 a year. Deworming + 3 vaccinations + microchipping + spaying will cost approximately R3800. Oneplan demands that pet owners claim a maximum of R1400 towards these procedures, pay the rest out of pocket, and continue paying premiums. With a Oneplan policy, I pay R3600 annually in premiums, pay the vet R2400, and claim R1400. I pay a total of R5000. WITHOUT a Oneplan policy, I pay R3800 to the vet, R0 in premiums, total of R3800. I requested to cancel my policy at the beginning of this month, to be told that it will only be cancelled on 31 December - they insist on getting one more premium out of me even though I have clearly stated my dissatisfaction. Be warned about this company.
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Oneplan Insurance's replyOfficial
13 Nov 2024, 11:00Dear Alfred,
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 caused and the circumstances under which your posting has reached us. We do take customer feedback seriously to improve our service and processes to ensure that we meet our client’s expectations as we do value you as our client.
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 caused and the circumstances under which your posting has reached us. We do take customer feedback seriously to improve our service and processes to ensure that we meet our client’s expectations as we do value you as our client.
As per our telephonic conversation kindly note that your fur-baby is covered on the Classic Plan which has day-to-day and In-hospital benefits. The Pet Med Savings and Casualty benefit falls under the day-to-day cover.
A vet consultation prescribed medication, pathology, radiology, medically justifiable dentistry, minor procedures, and treatments, or diagnostic tests will be covered under the Casualty benefit up to the cover limit of R1400 and your fur-baby has 4 Casualty Benefit claims per year.
The Pet Med Savings benefit covers preventative care claims for your fur-baby such as voluntary sterilization, vaccinations, deworming, microchipping, tick and flea control, anal gland expression, dental scaling and polishing, nail clipping, chronic medication, hydro- and physiotherapy. This will be covered up to the annual cover limit of R800.
We are aware that the cover limit will not cover the full cost for certain preventative care claims such as voluntary sterilization, however, the Pet Med Savings benefit offers clients assistance towards preventative care claims which grants clients the option to utilize the benefit towards any of the listed items.
Should clients request more cover, they can choose to add on the Pet Med Booster which offers an additional R800 towards preventative care claims.
These are a few of the many benefits and cover limits that our Pet Plans have to offer, the Pet Med Savings and Casualty benefit is a day-to-day benefit as the Classic Plan has day-to-day and In-hospital benefits.
Should clients request more cover, they can choose to add on the Pet Med Booster which offers an additional R800 towards preventative care claims.
These are a few of the many benefits and cover limits that our Pet Plans have to offer, the Pet Med Savings and Casualty benefit is a day-to-day benefit as the Classic Plan has day-to-day and In-hospital benefits.
Records on our system confirm that funds for a Casualty claim of R1400 were loaded on the 03rd of October 2024, however when we received the invoice, the services rendered fell under the Pet Med Savings benefit. The claim was then finalized and approved up to the remaining cover limit that was available on the Pet Med Savings benefit which resulted in an outstanding amount that is due to Oneplan due to the funds being incorrectly utilized.
Kindly note that should funds be incorrectly utilized or the cover limit has been reached, a non-premium balance will reflect on the policy. A non-premium balance is an amount that is due to Oneplan, this amount needs to be settled before any new claims can be loaded. Should you wish to load funds for another day-to-day claim, we would require the previous claims to be concluded before loading any further day-to-day claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds onto your Onecard.
As per our policy terms and conditions, it is important to note that if a cancellation request is sent after the 7-day cooling off period, there is a one (1) calendar month notice period that is required.
As per our policy terms and conditions, it is important to note that if a cancellation request is sent after the 7-day cooling off period, there is a one (1) calendar month notice period that is required.
Kindly note that insurance or indemnity insurance covers up to a respective cover limit. We inform all our clients that this product is not a Medical Aid product but a Pet Health Insurance product. Our products are marketed and disclosed that we cover up to certain cover limits as the cover is not unlimited.
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. 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 (Treat Customers Fairly) policy to ensure all our clients receive fair service and cover.
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. 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 (Treat Customers Fairly) policy to ensure all our clients receive fair service and cover.
We encourage all our clients and potential clients to ensure that they do understand all products available in the market and perhaps approach their Financial Advisor for a factual comparison of products as hearsay may cause a consumer to make a decision based on inaccurate information.
Once again, we apologize for any inconvenience caused and hope the above brings clarity to the matter.
Kind Regards,
Oneplan
Oneplan Insurance's reply13 Nov 2024, 11:00
Official
Dear Alfred,
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 caused and the circumstances under which your posting has reached us. We do take customer feedback seriously to improve our service and processes to ensure that we meet our client’s expectations as we do value you as our client.
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 caused and the circumstances under which your posting has reached us. We do take customer feedback seriously to improve our service and processes to ensure that we meet our client’s expectations as we do value you as our client.
As per our telephonic conversation kindly note that your fur-baby is covered on the Classic Plan which has day-to-day and In-hospital benefits. The Pet Med Savings and Casualty benefit falls under the day-to-day cover.
A vet consultation prescribed medication, pathology, radiology, medically justifiable dentistry, minor procedures, and treatments, or diagnostic tests will be covered under the Casualty benefit up to the cover limit of R1400 and your fur-baby has 4 Casualty Benefit claims per year.
The Pet Med Savings benefit covers preventative care claims for your fur-baby such as voluntary sterilization, vaccinations, deworming, microchipping, tick and flea control, anal gland expression, dental scaling and polishing, nail clipping, chronic medication, hydro- and physiotherapy. This will be covered up to the annual cover limit of R800.
We are aware that the cover limit will not cover the full cost for certain preventative care claims such as voluntary sterilization, however, the Pet Med Savings benefit offers clients assistance towards preventative care claims which grants clients the option to utilize the benefit towards any of the listed items.
Should clients request more cover, they can choose to add on the Pet Med Booster which offers an additional R800 towards preventative care claims.
These are a few of the many benefits and cover limits that our Pet Plans have to offer, the Pet Med Savings and Casualty benefit is a day-to-day benefit as the Classic Plan has day-to-day and In-hospital benefits.
Should clients request more cover, they can choose to add on the Pet Med Booster which offers an additional R800 towards preventative care claims.
These are a few of the many benefits and cover limits that our Pet Plans have to offer, the Pet Med Savings and Casualty benefit is a day-to-day benefit as the Classic Plan has day-to-day and In-hospital benefits.
Records on our system confirm that funds for a Casualty claim of R1400 were loaded on the 03rd of October 2024, however when we received the invoice, the services rendered fell under the Pet Med Savings benefit. The claim was then finalized and approved up to the remaining cover limit that was available on the Pet Med Savings benefit which resulted in an outstanding amount that is due to Oneplan due to the funds being incorrectly utilized.
Kindly note that should funds be incorrectly utilized or the cover limit has been reached, a non-premium balance will reflect on the policy. A non-premium balance is an amount that is due to Oneplan, this amount needs to be settled before any new claims can be loaded. Should you wish to load funds for another day-to-day claim, we would require the previous claims to be concluded before loading any further day-to-day claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds onto your Onecard.
As per our policy terms and conditions, it is important to note that if a cancellation request is sent after the 7-day cooling off period, there is a one (1) calendar month notice period that is required.
As per our policy terms and conditions, it is important to note that if a cancellation request is sent after the 7-day cooling off period, there is a one (1) calendar month notice period that is required.
Kindly note that insurance or indemnity insurance covers up to a respective cover limit. We inform all our clients that this product is not a Medical Aid product but a Pet Health Insurance product. Our products are marketed and disclosed that we cover up to certain cover limits as the cover is not unlimited.
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. 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 (Treat Customers Fairly) policy to ensure all our clients receive fair service and cover.
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. 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 (Treat Customers Fairly) policy to ensure all our clients receive fair service and cover.
We encourage all our clients and potential clients to ensure that they do understand all products available in the market and perhaps approach their Financial Advisor for a factual comparison of products as hearsay may cause a consumer to make a decision based on inaccurate information.
Once again, we apologize for any inconvenience caused and hope the above brings clarity to the matter.
Kind Regards,
Oneplan