1 reviews | Active since Dec 2014
Nothing but problems when claiming from OnePlan Pet Insurance
Not at all impressed with OnePlan Pet Insurance. I have had nothing but problems when claiming.
From the app not working, to refunds taking forever to reflect to them simply not paying out claims.
Towards the end of December I took both of my dogs for dentals, they extracted one of my dog's teeth. I paid the balance owing to the vet and now OnePlan comes back to me and says that they are not paying out the claim as I have already exceeded the yearly Petbooster allowance for each dog (R350 per dog), this came as a shock to me as the previous dentals were covered by and eventually refunded back to me under the Pawsualty. Now I have been informed that I will need to reimburse them for the payment paid to the vet.
I requested an explanation as to how in 2024 the dental was approved and covered under Pawsualty and now it is not and I have not received any feedback herein, further to this I sent an email requesting that my policy be cancelled with immediate effect as I do not see why I am paying +/- R700 a month to only have them cover R350 for each dog for the year for vaccinations and dentals... it's absolute daylight *******!
I am waiting for feedback and confirmation that my policy has been cancelled.
Thank you for bringing this to matter our attention.
We sincerely regret the circumstances that led to your complaint and apologize for any inconvenience you have experienced.
Upon investigation we would like to clarify that the claims have been reviewed fairly and accurately subject to stated terms and conditions as per the policy schedule. The services rendered, as outlined on the invoice you submitted fall under the Pet Med Booster benefit which is covered at R350.00 per pet per annum on your selected plan. The invoice you have submitted does not include tooth extraction, however, does include dental scaling and polishing which are covered under the Pet Med Booster benefit. The annual limit of the benefit has been reached, and this is the reason the claim has been rejected. An email has been sent to the address registered on the policy with this information.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. 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.
Furthermore, if you have submitted a cancellation request to ***, you will have received an auto-response with a reference number, showing that your request has been received on our end and a consultant will be in contact with you to assist further.
We trust this clarifies the matter.
Kind regards,
Oneplan.
Thank you for bringing this to matter our attention.
We sincerely regret the circumstances that led to your complaint and apologize for any inconvenience you have experienced.
Upon investigation we would like to clarify that the claims have been reviewed fairly and accurately subject to stated terms and conditions as per the policy schedule. The services rendered, as outlined on the invoice you submitted fall under the Pet Med Booster benefit which is covered at R350.00 per pet per annum on your selected plan. The invoice you have submitted does not include tooth extraction, however, does include dental scaling and polishing which are covered under the Pet Med Booster benefit. The annual limit of the benefit has been reached, and this is the reason the claim has been rejected. An email has been sent to the address registered on the policy with this information.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. 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.
Furthermore, if you have submitted a cancellation request to ***, you will have received an auto-response with a reference number, showing that your request has been received on our end and a consultant will be in contact with you to assist further.
We trust this clarifies the matter.
Kind regards,
Oneplan.