1 reviews | Active since Feb 2011
Not willing to pay a claim
I called Oneplan Pet Insurance on the 06th of June to load funds on my card as it looks like my dog had an ear infection. They loaded the funds from the Casualty benefit and we paid R179.50 of the R1300.00 that was loaded. I emailed and scanned the invoice on the APP whereby they send me the following ; Your Casualty (Pawsualty for Pets) claim on 2023/06/06, Reference no. ***7 cannot be processed due to the following reason Proof of purchase unclear, please re-submit a clear copy. Please provide us with the required info as soon as possible.
You will not be able to load another claim until this claim is finalised. This can also be done using the upload function via our app.
So I called them and told the lady I emailed them the invoice as well. She looked and said to me it's all fine and it will be sorted out soon. Now this morning I received and sms saying that I have exceeded my annual limit and the claim cannot be approved. I called and the lady (Ashlyn) spoke to the claims department and came back to let me know that the Injection and Milpro tablet that the Vet gave my dog is not covered under Casualty but Pet Med Savings which I don't have as it will only be available on the 01st of July 2023. She also said that if they take the amount for the Dexfort from the casualty I will forfeit the rest of the casualty amount which will be more than R1200. Now I need to pay them the R179.50 as they are not willing to take the amount from the casualty as it's supposed to be on the Pet Med Savings. OnePlan please ********* tell me how the hell must I know what medication is covered under the plan. I think that your business is just there to make money and not to pay for any claims.
I have been with you for almost a year now, you have debited my account for R3069, I used R750 during the year and now I wanted to use R179.50 which comes to R929.50 which means you made R2139.50 out of me for nothing but still you will not pay an amount of just R179.50.
Please note that I will not recommend Oneplan Pet Insurance to anyone!!!!
UNCOMPLICATED PET INSURANCE - This is really not a truth as it's very complicated and your Online APP is the same.
I would like to cancel my policy as soon as you call me.
Thank you for reaching out to us. We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value you as our client.
Kindly note that the Classic Plan that your fur-baby is covered on has day-to-day and In-hospital benefits. The Pet Med Savings and Casualty benefit falls under the day-to-day cover.
The Pet Med Savings benefit covers preventative care claims for your fur-baby such as voluntary sterilization, vaccinations, deworming, 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 R750. Should clients request for more cover, they can choose to add on the Pet Med Booster which offers an additional R750 towards preventative care claims.
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 R1300 and your fur-baby has 4 Casualty Benefit claims per year.
According to our policy schedule, it states that for Casualty claims, you may claim for a Casualty event up to the claim limit per event with a fourteen (14) day waiting period between the initial event and the next event, However you may claim for follow-up visits for the same event until the event limit has been reached within a period of 14 days ‐ for example, if your limit is R500 and your previous claim was only for R250, you can still claim another R250 for the follow-up vet visit for the same issue. You may not claim for the same event under a new cover within the fourteen (14) day waiting period.
There are annual cover limits on all our cover types. Once the annual cover limit has been exceeded, the cover limit benefit will renew on the anniversary of your policy.
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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
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 to restore the experience.
Kind Regards,
Oneplan
Thank you for reaching out to us. We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value you as our client.
Kindly note that the Classic Plan that your fur-baby is covered on has day-to-day and In-hospital benefits. The Pet Med Savings and Casualty benefit falls under the day-to-day cover.
The Pet Med Savings benefit covers preventative care claims for your fur-baby such as voluntary sterilization, vaccinations, deworming, 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 R750. Should clients request for more cover, they can choose to add on the Pet Med Booster which offers an additional R750 towards preventative care claims.
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 R1300 and your fur-baby has 4 Casualty Benefit claims per year.
According to our policy schedule, it states that for Casualty claims, you may claim for a Casualty event up to the claim limit per event with a fourteen (14) day waiting period between the initial event and the next event, However you may claim for follow-up visits for the same event until the event limit has been reached within a period of 14 days ‐ for example, if your limit is R500 and your previous claim was only for R250, you can still claim another R250 for the follow-up vet visit for the same issue. You may not claim for the same event under a new cover within the fourteen (14) day waiting period.
There are annual cover limits on all our cover types. Once the annual cover limit has been exceeded, the cover limit benefit will renew on the anniversary of your policy.
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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
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 to restore the experience.
Kind Regards,
Oneplan