JB
Jenna B
1 reviews | Active since Apr 2023
18 Oct 2025, 10:05
No communication from Oneplan Pet
I'm really disappointed in Oneplan today. I needed to take my pet to vet only to find I'm supposed to pay R158 back. I was never notified of this amount that needed to be paid. So what if I had an emergency, what then.
In years past, I was notified and paid it. Why not now. You can look at all the notifications sent on my app there's no mention of this amount being due.
You've really put me in a position and I think I'll rather cancel the cover and go elsewhere.
I shouldn't be telling a company how best to assist their clients.
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Replies (2)
Oneplan Insurance's replyOfficial
18 Oct 2025, 11:28Dear Jenna,
Thank you for bringing this matter to our attention.
We sincerely regret that your experience with Oneplan has not met your expectations and apologize for any inconvenience caused. The circumstances surrounding your HelloPeter posting are concerning, and we take such matters very seriously.
Customer service is our top priority, and the experience you described does not reflect the standard of service we strive to provide. Please be assured that your complaint is acknowledged and upon investigation, we have noted that on 2025/04/19, an SMS was sent to the number registered on the policy informing you that a portion of the Pet Med Savings benefit has been utilized and that there is a rejected amount on the policy.
A Payfast link has been sent for you to make a payment to settle the due amount in order to recover the claim. Once this has been done and the claim has been resolved, you will then be able to process new day-to-day claims on the policy.
Once again, we truly apologise for the experience you've had and look forward to resolving the matter.
Kind regards,
Oneplan.
Thank you for bringing this matter to our attention.
We sincerely regret that your experience with Oneplan has not met your expectations and apologize for any inconvenience caused. The circumstances surrounding your HelloPeter posting are concerning, and we take such matters very seriously.
Customer service is our top priority, and the experience you described does not reflect the standard of service we strive to provide. Please be assured that your complaint is acknowledged and upon investigation, we have noted that on 2025/04/19, an SMS was sent to the number registered on the policy informing you that a portion of the Pet Med Savings benefit has been utilized and that there is a rejected amount on the policy.
A Payfast link has been sent for you to make a payment to settle the due amount in order to recover the claim. Once this has been done and the claim has been resolved, you will then be able to process new day-to-day claims on the policy.
Once again, we truly apologise for the experience you've had and look forward to resolving the matter.
Kind regards,
Oneplan.
Oneplan Insurance's reply18 Oct 2025, 11:28
Official
Dear Jenna,
Thank you for bringing this matter to our attention.
We sincerely regret that your experience with Oneplan has not met your expectations and apologize for any inconvenience caused. The circumstances surrounding your HelloPeter posting are concerning, and we take such matters very seriously.
Customer service is our top priority, and the experience you described does not reflect the standard of service we strive to provide. Please be assured that your complaint is acknowledged and upon investigation, we have noted that on 2025/04/19, an SMS was sent to the number registered on the policy informing you that a portion of the Pet Med Savings benefit has been utilized and that there is a rejected amount on the policy.
A Payfast link has been sent for you to make a payment to settle the due amount in order to recover the claim. Once this has been done and the claim has been resolved, you will then be able to process new day-to-day claims on the policy.
Once again, we truly apologise for the experience you've had and look forward to resolving the matter.
Kind regards,
Oneplan.
Thank you for bringing this matter to our attention.
We sincerely regret that your experience with Oneplan has not met your expectations and apologize for any inconvenience caused. The circumstances surrounding your HelloPeter posting are concerning, and we take such matters very seriously.
Customer service is our top priority, and the experience you described does not reflect the standard of service we strive to provide. Please be assured that your complaint is acknowledged and upon investigation, we have noted that on 2025/04/19, an SMS was sent to the number registered on the policy informing you that a portion of the Pet Med Savings benefit has been utilized and that there is a rejected amount on the policy.
A Payfast link has been sent for you to make a payment to settle the due amount in order to recover the claim. Once this has been done and the claim has been resolved, you will then be able to process new day-to-day claims on the policy.
Once again, we truly apologise for the experience you've had and look forward to resolving the matter.
Kind regards,
Oneplan.
JB
Jenna B's updateReviewer Update
18 Oct 2025, 11:43Yes, an sms was sent but not that R158 was due and neither was a link sent to make payment. Today, when I complained, you sent a link not in April when I claimed. So still your communication is *******. Don't gaslight me.
JB
Jenna B's update18 Oct 2025, 11:43
Reviewer Update
Yes, an sms was sent but not that R158 was due and neither was a link sent to make payment. Today, when I complained, you sent a link not in April when I claimed. So still your communication is *******. Don't gaslight me.