No reply from management

I have always received excellent service from Oneplan and I recommend them to many People, BUT I am deeply disappointed in my last interaction with them.

The reason I changed from Dotsure to Oneplan was because my dog developed epilepsy just before her 2nd birthday. Dotsure didn't want to change my plan from an accidental plan to a comprehensive plan. I phoned Oneplan and they were willing to offer me the comprehensive plan for my dog (Biscuit), but there was a waiting period of 12 months on the epilepsy. After the waiting time passed, it was time for her 6 month check up at the vet for her epilepsy. I contacted Oneplan and they loaded R1300 on my card and I asked for the R750 over the counter money to also be paid in so that I could purchased Biscuit's medication. Everything went well and I asked if they would pay the Pathcare account as well and they said yes. So I swiped for the consultation and the meds and I could swipe for the over the counter meds too. I submitted my invoice and this is when the problems started. My invoice for the R750 meds was not completely accepted due to the fact that I bought calming tablet and calming drops for Biscuit. The agent explained to me that according to their formulary, those things are not covered. So I asked him if he understands epilepsy and what causes the fits? He clearly didn't, because stress and anxiety causes epilepsy. The calming tablets and drops are vital to keep Biscuit calm so that I can try and prevent fits. With every fit, there is a chance that she might die OR have brain damage. So the agent just sticked to his guns and said that they wont pay the Pathcare account if I dont pay the money back for the calming products. I understand he is just an agent doing his job, so I requested to speak to a well informed senior person who have read up on epilepsy and could phone me back. More than a week and no feedback. Very disappointed as you actually qualify for a discount at Pathcare if you pay within 7 days.