CK
Carli K
1 reviews | Active since Oct 2023
31 Oct 2023, 14:09
Never choose OnePlan Pet insurance!
I am so upset about this plan! My fur baby went to the vet and was admitted, before going to the vet, I have explained to someone my cat is sick and will they cover for the hospital admission, they let me know that I just have to send the forms of the invoices and they will cover it. Until today (this has been more than a month ago!) I have not received any email!!!! I paid a R650 for a sterilization and they were VERY quick to call me and tell me that I have to send the proof of payment to them otherwise my claim will not be successful. They are wonderful with the deduction from my account. But when it comes to helping their clients, they leave it to someone that does not know anything about the company to explain to me on WhatsApp that they will only be covering a certain amount! I have been waiting for someone to call me and explain the whole polecy again, but the manager is just always in a 'meeting'!
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Oneplan Insurance's replyOfficial
31 Oct 2023, 15:27Dear Carli,
Thank you for taking the time to bring this to our attention.
We sincerely apologize that your experience with Oneplan has not been a pleasant one as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note as per our policy schedule under the heading "What is Not Covered" on the Oneplan Pet Hospital Admission Cover Section (point 2) it states, 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.
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 acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand. Once again, we apologize for any inconvenience caused and we hope the above brings clarity on the matter.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
We sincerely apologize that your experience with Oneplan has not been a pleasant one as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note as per our policy schedule under the heading "What is Not Covered" on the Oneplan Pet Hospital Admission Cover Section (point 2) it states, 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.
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 acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand. Once again, we apologize for any inconvenience caused and we hope the above brings clarity on the matter.
Kind Regards,
Oneplan
Oneplan Insurance's reply31 Oct 2023, 15:27
Official
Dear Carli,
Thank you for taking the time to bring this to our attention.
We sincerely apologize that your experience with Oneplan has not been a pleasant one as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note as per our policy schedule under the heading "What is Not Covered" on the Oneplan Pet Hospital Admission Cover Section (point 2) it states, 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.
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 acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand. Once again, we apologize for any inconvenience caused and we hope the above brings clarity on the matter.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
We sincerely apologize that your experience with Oneplan has not been a pleasant one as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note as per our policy schedule under the heading "What is Not Covered" on the Oneplan Pet Hospital Admission Cover Section (point 2) it states, 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.
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 acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand. Once again, we apologize for any inconvenience caused and we hope the above brings clarity on the matter.
Kind Regards,
Oneplan