NV
Nazreen V
1 reviews | Active since Jul 2011
01 Apr 2025, 16:20
One Plan - PET insurance - Not what they promise.
I have been a Dog Insurance client since Sep 2024. I have found there service to be exceptionally poor. They push you to give a review on Hello Peter to say how good they are, which gives you the customer a false sense of security knowing you are taking out a good policy.
Of recent, our dog was admitted due to illness. Completed there pre-auth forms and send a pro-forma invoice ( suspected diagnosis) as requested. Before the actual blood tests results were out showing a completely different diagnosis, the claim was declined. Despite sending new invoice and diagnosis the staff at OP didn't even bother to look at the recent emails before declining the claim. Followed up and told we don't pay for diagnostic tests. How is the vet to know what is wrong with the animal. Very misleading cover and when it comes to the crunch when you need it, you fork out of your own pocket.
Shocking service (and this was not the first time), an I don't care attitude, and i don't give a %^&* attitude about your animals care or honoring the claim. They find ways not to pay than to assist. Cancelled my policy and they they still had the cheek to debit me again...
Disgusted.... Do not be fooled by the positive reviews on this platform... I was....
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Replies (2)
Oneplan Insurance's replyOfficial
01 Apr 2025, 18:24Dear Nazreen,
Thank you for reaching out and bringing this matter to our attention.
We sincerely regret any inconvenience you have experienced and want to assure you that we take client feedback seriously. At Oneplan, we are committed to continuously improving our processes to uphold the highest standards of service. Your satisfaction is important to us, and we truly value your trust.
Upon reviewing your complaint and policy, we have noted that our claims department has been in contact with you telephonically and advised via an email thread with regard to the coverage of your claim.
The response provided to you stated the following; Unfortunately we cannot grant pre-authorisation for Hospital Admission for diagnostic procedures. Diagnostic procedures are subject to cover under the Casualty Benefit, up to cover limit of R1400 per event and will be assessed as such.
The response provided to you stated the following; Unfortunately we cannot grant pre-authorisation for Hospital Admission for diagnostic procedures. Diagnostic procedures are subject to cover under the Casualty Benefit, up to cover limit of R1400 per event and will be assessed as such.
Furthermore, Dental Treatment as Dentistry-Related Events are not subject to cover under the Hospital Benefit.Dental scaling and polishing is subject to cover under the Pet Med Savings Benefit, up to cover limit of R800. Dental extractions are subject to cover under the Casualty Benefit, up to cover limit of R1400.
In the event that the diagnostic procedures result in a confirmed diagnosis and in-hospital corrective procedure, the claim can be reassessed as a whole under the Hospital Admission Benefit.
The claim was reviewed subject to the information provided on your invoices and claim form.
In the event that the diagnostic procedures result in a confirmed diagnosis and in-hospital corrective procedure, the claim can be reassessed as a whole under the Hospital Admission Benefit.
The claim was reviewed subject to the information provided on your invoices and claim form.
Regarding your policy cancellation request, we have noted that you submitted the request on Wednesday 26th March 2025. As per our policy terms and conditions there is a one (1) calendar month, (30 days) notice period for cancellations, hence your policy has been set to cancel as of 01/05/2025. Given that the month of April will serve as the 1 calendar month, a debit has been processed for the premium. 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 remains committed to the Treating Customers Fairly (TCF) principles, ensuring that every client is treated with fairness and transparency.
We sincerely apologize for any frustration this situation may have caused and appreciate your understanding.
Kind regards,
Oneplan.
Oneplan.
Oneplan Insurance's reply01 Apr 2025, 18:24
Official
Dear Nazreen,
Thank you for reaching out and bringing this matter to our attention.
We sincerely regret any inconvenience you have experienced and want to assure you that we take client feedback seriously. At Oneplan, we are committed to continuously improving our processes to uphold the highest standards of service. Your satisfaction is important to us, and we truly value your trust.
Upon reviewing your complaint and policy, we have noted that our claims department has been in contact with you telephonically and advised via an email thread with regard to the coverage of your claim.
The response provided to you stated the following; Unfortunately we cannot grant pre-authorisation for Hospital Admission for diagnostic procedures. Diagnostic procedures are subject to cover under the Casualty Benefit, up to cover limit of R1400 per event and will be assessed as such.
The response provided to you stated the following; Unfortunately we cannot grant pre-authorisation for Hospital Admission for diagnostic procedures. Diagnostic procedures are subject to cover under the Casualty Benefit, up to cover limit of R1400 per event and will be assessed as such.
Furthermore, Dental Treatment as Dentistry-Related Events are not subject to cover under the Hospital Benefit.Dental scaling and polishing is subject to cover under the Pet Med Savings Benefit, up to cover limit of R800. Dental extractions are subject to cover under the Casualty Benefit, up to cover limit of R1400.
In the event that the diagnostic procedures result in a confirmed diagnosis and in-hospital corrective procedure, the claim can be reassessed as a whole under the Hospital Admission Benefit.
The claim was reviewed subject to the information provided on your invoices and claim form.
In the event that the diagnostic procedures result in a confirmed diagnosis and in-hospital corrective procedure, the claim can be reassessed as a whole under the Hospital Admission Benefit.
The claim was reviewed subject to the information provided on your invoices and claim form.
Regarding your policy cancellation request, we have noted that you submitted the request on Wednesday 26th March 2025. As per our policy terms and conditions there is a one (1) calendar month, (30 days) notice period for cancellations, hence your policy has been set to cancel as of 01/05/2025. Given that the month of April will serve as the 1 calendar month, a debit has been processed for the premium. 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 remains committed to the Treating Customers Fairly (TCF) principles, ensuring that every client is treated with fairness and transparency.
We sincerely apologize for any frustration this situation may have caused and appreciate your understanding.
Kind regards,
Oneplan.
Oneplan.
NV
Nazreen V's updateReviewer Update
03 Apr 2025, 15:09This is exactly why i have terminated my cover with you.
1. Your Extract " Dental Treatment as Dentistry-Related Events are not subject to cover under the Hospital Benefit" There was NO dental Treatment. You guys only looked at the first invoice which you demanded a diagnosis so the vet put down the above. The amended invoice which was emailed 3 times to you guys , and it had a "proper diagnosis" and had nothing to do with dental!!!!
IT is SO clear from the numerous email i sent that your staff don't READ properly / read all contents of an email. You have latched on to a initial incorrect diagnosis despite a revised invoice and diagnosis being provided to you 3 times!!!!!
This was explained twice over the phone and i was told it would be reviewed and re-submitted - which nothing happened.
2. The Animal WAS admitted - NOT for diagnostic procedures but because the animal was ill (Hospital benefit) and there was a diagnosis (blood tests conducted revealed problem).
3. Your Extract " Unfortunately we cannot grant per-authorisation for Hospital Admission for diagnostic procedures". SO my animal was ill, running a fever, lethargic and minimally responsive, so much so that the VET admitted him to establish what is wrong. How is a vet to know what is wrong before doing tests, An animal CANT Talk
MY TAKEAWAY FROM YOUR COMPANY IN HOW YOU MANAGE CLAIMS IS:
1. A VET CAN ADMIT AN ANIMAL (BASED ON THERE OBSERVATIONS) BUT IF THEY CANT TELL WHATS WRONG IMMEDIATELY YOU DON'T PAY. What doctor or practice can tell whats wrong with 100% cer*****y without doing tests
2. WHEN THE VET DISCOVERS WHATS WRONG- YOU WILL ONLY PAY FOR THE TREATMENT OR CONSULT BUT NO TESTS USED TO DISCOVER WHATS WRONG - What is the point of medical Aid then!!!!!
So if my dog requires x-rays, or is bleeding internally you will not pay but only the treatment as you consider "diagnostic procedures " as invalid ( and god only knows to the extent of what your definition of procedure is.
NOT GOOD ENOUGH ONE PLAN..... and top of it all you make sure you get your last months premuim... Its always about the money....!!!!!
Public... be warned....
1. Your Extract " Dental Treatment as Dentistry-Related Events are not subject to cover under the Hospital Benefit" There was NO dental Treatment. You guys only looked at the first invoice which you demanded a diagnosis so the vet put down the above. The amended invoice which was emailed 3 times to you guys , and it had a "proper diagnosis" and had nothing to do with dental!!!!
IT is SO clear from the numerous email i sent that your staff don't READ properly / read all contents of an email. You have latched on to a initial incorrect diagnosis despite a revised invoice and diagnosis being provided to you 3 times!!!!!
This was explained twice over the phone and i was told it would be reviewed and re-submitted - which nothing happened.
2. The Animal WAS admitted - NOT for diagnostic procedures but because the animal was ill (Hospital benefit) and there was a diagnosis (blood tests conducted revealed problem).
3. Your Extract " Unfortunately we cannot grant per-authorisation for Hospital Admission for diagnostic procedures". SO my animal was ill, running a fever, lethargic and minimally responsive, so much so that the VET admitted him to establish what is wrong. How is a vet to know what is wrong before doing tests, An animal CANT Talk
MY TAKEAWAY FROM YOUR COMPANY IN HOW YOU MANAGE CLAIMS IS:
1. A VET CAN ADMIT AN ANIMAL (BASED ON THERE OBSERVATIONS) BUT IF THEY CANT TELL WHATS WRONG IMMEDIATELY YOU DON'T PAY. What doctor or practice can tell whats wrong with 100% cer*****y without doing tests
2. WHEN THE VET DISCOVERS WHATS WRONG- YOU WILL ONLY PAY FOR THE TREATMENT OR CONSULT BUT NO TESTS USED TO DISCOVER WHATS WRONG - What is the point of medical Aid then!!!!!
So if my dog requires x-rays, or is bleeding internally you will not pay but only the treatment as you consider "diagnostic procedures " as invalid ( and god only knows to the extent of what your definition of procedure is.
NOT GOOD ENOUGH ONE PLAN..... and top of it all you make sure you get your last months premuim... Its always about the money....!!!!!
Public... be warned....
NV
Nazreen V's update03 Apr 2025, 15:09
Reviewer Update
This is exactly why i have terminated my cover with you.
1. Your Extract " Dental Treatment as Dentistry-Related Events are not subject to cover under the Hospital Benefit" There was NO dental Treatment. You guys only looked at the first invoice which you demanded a diagnosis so the vet put down the above. The amended invoice which was emailed 3 times to you guys , and it had a "proper diagnosis" and had nothing to do with dental!!!!
IT is SO clear from the numerous email i sent that your staff don't READ properly / read all contents of an email. You have latched on to a initial incorrect diagnosis despite a revised invoice and diagnosis being provided to you 3 times!!!!!
This was explained twice over the phone and i was told it would be reviewed and re-submitted - which nothing happened.
2. The Animal WAS admitted - NOT for diagnostic procedures but because the animal was ill (Hospital benefit) and there was a diagnosis (blood tests conducted revealed problem).
3. Your Extract " Unfortunately we cannot grant per-authorisation for Hospital Admission for diagnostic procedures". SO my animal was ill, running a fever, lethargic and minimally responsive, so much so that the VET admitted him to establish what is wrong. How is a vet to know what is wrong before doing tests, An animal CANT Talk
MY TAKEAWAY FROM YOUR COMPANY IN HOW YOU MANAGE CLAIMS IS:
1. A VET CAN ADMIT AN ANIMAL (BASED ON THERE OBSERVATIONS) BUT IF THEY CANT TELL WHATS WRONG IMMEDIATELY YOU DON'T PAY. What doctor or practice can tell whats wrong with 100% cer*****y without doing tests
2. WHEN THE VET DISCOVERS WHATS WRONG- YOU WILL ONLY PAY FOR THE TREATMENT OR CONSULT BUT NO TESTS USED TO DISCOVER WHATS WRONG - What is the point of medical Aid then!!!!!
So if my dog requires x-rays, or is bleeding internally you will not pay but only the treatment as you consider "diagnostic procedures " as invalid ( and god only knows to the extent of what your definition of procedure is.
NOT GOOD ENOUGH ONE PLAN..... and top of it all you make sure you get your last months premuim... Its always about the money....!!!!!
Public... be warned....
1. Your Extract " Dental Treatment as Dentistry-Related Events are not subject to cover under the Hospital Benefit" There was NO dental Treatment. You guys only looked at the first invoice which you demanded a diagnosis so the vet put down the above. The amended invoice which was emailed 3 times to you guys , and it had a "proper diagnosis" and had nothing to do with dental!!!!
IT is SO clear from the numerous email i sent that your staff don't READ properly / read all contents of an email. You have latched on to a initial incorrect diagnosis despite a revised invoice and diagnosis being provided to you 3 times!!!!!
This was explained twice over the phone and i was told it would be reviewed and re-submitted - which nothing happened.
2. The Animal WAS admitted - NOT for diagnostic procedures but because the animal was ill (Hospital benefit) and there was a diagnosis (blood tests conducted revealed problem).
3. Your Extract " Unfortunately we cannot grant per-authorisation for Hospital Admission for diagnostic procedures". SO my animal was ill, running a fever, lethargic and minimally responsive, so much so that the VET admitted him to establish what is wrong. How is a vet to know what is wrong before doing tests, An animal CANT Talk
MY TAKEAWAY FROM YOUR COMPANY IN HOW YOU MANAGE CLAIMS IS:
1. A VET CAN ADMIT AN ANIMAL (BASED ON THERE OBSERVATIONS) BUT IF THEY CANT TELL WHATS WRONG IMMEDIATELY YOU DON'T PAY. What doctor or practice can tell whats wrong with 100% cer*****y without doing tests
2. WHEN THE VET DISCOVERS WHATS WRONG- YOU WILL ONLY PAY FOR THE TREATMENT OR CONSULT BUT NO TESTS USED TO DISCOVER WHATS WRONG - What is the point of medical Aid then!!!!!
So if my dog requires x-rays, or is bleeding internally you will not pay but only the treatment as you consider "diagnostic procedures " as invalid ( and god only knows to the extent of what your definition of procedure is.
NOT GOOD ENOUGH ONE PLAN..... and top of it all you make sure you get your last months premuim... Its always about the money....!!!!!
Public... be warned....