one plan pet insurance

Item: Oneplan Insurance
Rating: 1
Author: Sonja M

I'm not very happy with the claim department since I took out this policy for my pet every time I submit a new claim I have to pay in. If I submit a casualty claim they inform me this is not for casualty this is for saving or booster claim even the doctor consulting amount I have to pay out of my pocket. I inform them that my pet went for a day treatment at the doctors rooms for injections and acupuncture because he had back problems due to his injuries he had 3 years ago.

I can not understand every year I'm having the same problem with the claim department they inform me over a phone conversation if I buy medicine over the counter I need to used the pet savings & booster claim but if the dog goes into the consulting rooms to see the doctor I have to submit this claim as casualties and that's what I did but still they don't want to cover the claim.

To have this pet insurance for my dog is a waste of my time and money for me as a customer to pay every month R645.00 plus I have to pay out of my own pocket for a claim submitted this policy is a time waster.

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Replies (1)

Oneplan Insurance's replyOfficial

05 Jul 2024, 14:19

Dear Sonja,

Thank you for taking the time to bring this to our attention.

We are sorry to hear of the circumstances under which your posting has reached us and we apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.

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.

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 R1400 and your fur-baby has 4 Casualty Benefit claims per year.

The Pet Med Savings / Pet Med Booster 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 up to the respective cover limits.

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, please note that this is by no means a ploy to refuse payment of the claim. 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.

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

Oneplan Insurance's reply05 Jul 2024, 14:19

Official

Dear Sonja,

Thank you for taking the time to bring this to our attention.

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.

Kind Regards,
Oneplan