1 reviews | Active since Sept 2024
One Plan doesn't want to pay their Network hospital
We are so disappointed with our first claim experience with One Plan.
We opted for One Plan because we thought they understood something that other insurers didn't. That people don't have large sums of money sitting around to pay for emergencies, thus why we take out insurance.
We had received an email that the Vet we chose won't be paid directly and that we would need to pay them and then request for One Plan to pay out. We can't understand this because the vet we chose was Greenside Animal Hospital, a vet that is a part of their network. I spoke to a man named Moses M today, he said that One Plan doesn't want to pay the vet directly because it's not a "Prefferd vet" (this doesn't make sense because why would they then list them as part of their vet network) Moses couldn't answer why they aren't a preferred vet and just had a "that's how it is" kinda attitude. So disheartening because we spend close to R1000 every month paying for our Pet insurance policies with One Plan. Moses has said that we should ask the vet to send them a letter asking for direct payment from One Plan. We did that. No response. I cannot explain our frustration and hurt going through this situation with our dog and to have to run after One Plan to just pay their own network Vet directly.
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached us. We take customer feedback seriously to improve our service and processes to ensure that we meet our client’s expectations as we do value you as our client.
As per our telephonic conversation, the Oneplan App only displays the Vets available for you to take your fur-baby to in the vicinity of the location or area that you are in. Even though Vets are displayed on our app this does not indicate that we have a signed agreement with them in order for them to accept direct payment from us.
Kindly note that payments for in-hospital claims can only be made directly to participating Vets who have a signed agreement with us. However, if a Vet requires upfront payment from the client, we will process a refund once the claim has been approved and finalized. Day-to-day claims can be loaded onto the Onecard and paid upfront at the Vet. The turnaround time for day-to-day claims to be processed is between 48 - 72 working hours and up to 30 working days for in-hospital claims to be processed as this is dependent on us obtaining all the required information in order to finalize the claim.
We have made contact with the Vet and payment for the claim will be made directly to the Vet 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 to 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. 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.
Once again, we apologize for any inconvenience caused and hope the above brings clarity to the matter.
Oneplan
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached us. We take customer feedback seriously to improve our service and processes to ensure that we meet our client’s expectations as we do value you as our client.
As per our telephonic conversation, the Oneplan App only displays the Vets available for you to take your fur-baby to in the vicinity of the location or area that you are in. Even though Vets are displayed on our app this does not indicate that we have a signed agreement with them in order for them to accept direct payment from us.
Kindly note that payments for in-hospital claims can only be made directly to participating Vets who have a signed agreement with us. However, if a Vet requires upfront payment from the client, we will process a refund once the claim has been approved and finalized. Day-to-day claims can be loaded onto the Onecard and paid upfront at the Vet. The turnaround time for day-to-day claims to be processed is between 48 - 72 working hours and up to 30 working days for in-hospital claims to be processed as this is dependent on us obtaining all the required information in order to finalize the claim.
We have made contact with the Vet and payment for the claim will be made directly to the Vet 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 to 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. 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.
Once again, we apologize for any inconvenience caused and hope the above brings clarity to the matter.
Oneplan