1 reviews | Active since Jun 2011
One plan Pet insurance seems to complicate everything to not pay
I have been having issues from the start, and I think it better to cancel with One plan pet insurance, at first I didn't get any clarity and went to the vet tried to pay with the card felt like a fool because it wasn't explained to me that I need to request funds first. So I uploaded the claim to be refunded in April 2022. It has never been refunded.
My dog has skin allergies and I have tried to request the funds first, they paid R750 into the card, the vet visit was R1300 + so I couldn't use the card and paid for the visit, had other things to do so I didnt withdraw the cash the same day, it was taken off the card, I phoned to explain and the lady said just request the funds and withdraw it, which I did, today I get a message that I owe R711 because my claim was denied. Phoned again and the lady told me that I need to upload an invoice and they will correct it, I asked her if it will make a difference since I was not reimbursed from April and she said that the One plan app was not efficient and I should rather email it ...... O and the reason they only made R750 available is because I claimed under the wrong category???? this should be simple but it seems that I need a course to understand how it works. the lady put me through to claims after telling me that any claim after 4 months is not valid ...... but because I loaded it on in April I must speak to claims ......... I sat on the phone for 5 minutes and was cut off. She also told me that if I dont use the funds it will lapse .... so why am I paying every month ...... I feel like I am losing all the way ... how is that fair, surely if I cant use the funds it cant just laps???? I dont take your chairs away if you dont use it, you paid for it.
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We sincerely apologize for the 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.
As per our telephonic conversation, kindly note that the Pet Med Savings benefit may be used towards preventative care claims for your insured pet. According to our policy schedule under Pet Med Savings (point 3.2) it states Pet Med Savings means access to a savings wallet that may be used towards preventative care claims for your insured pet and includes, voluntary sterilisation, vaccinations, deworming, tick and flea control, and anal gland expression, dental scaling and polishing and nail clipping, chronic medication, hydro- and physiotherapy. This benefit offers clients the assistance towards preventative care claims for their fur-babies up to a cover limit of R750 per a pet covered on the Classic plan. 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 will fall under the Casualty benefit up to the cover limit of R1300 per a Casualty benefit claim and your fur-baby has 4 Casualty Benefit claims per a year. These are a few of the many benefits and cover limits that our Pet Plans have to offer as the Pet Med Savings and Casualty benefit is a day-to-day benefit as the Classic Plan has day-to-day and In-hospital benefits. There are annual cover limits on all our cover types which are renewed on the anniversary of your policy.
Should a client experience any issues with uploading the invoice via the Oneplan App, we have various alternative platforms that one can use to upload the invoices. Invoices can be sent to us via Whatsapp on *** / App Chat or an email can be sent to ***.
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. 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.
As per our telephonic conversation, we have proceeded to send an email to your listed email address.
Thank you for allowing us to investigate the matter further, we will revert to you with the relevant feedback.
Once again, we apologize for any inconvenience caused and hope to restore the experience.
Kind Regards,
Oneplan
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We sincerely apologize for the 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.
As per our telephonic conversation, kindly note that the Pet Med Savings benefit may be used towards preventative care claims for your insured pet. According to our policy schedule under Pet Med Savings (point 3.2) it states Pet Med Savings means access to a savings wallet that may be used towards preventative care claims for your insured pet and includes, voluntary sterilisation, vaccinations, deworming, tick and flea control, and anal gland expression, dental scaling and polishing and nail clipping, chronic medication, hydro- and physiotherapy. This benefit offers clients the assistance towards preventative care claims for their fur-babies up to a cover limit of R750 per a pet covered on the Classic plan. 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 will fall under the Casualty benefit up to the cover limit of R1300 per a Casualty benefit claim and your fur-baby has 4 Casualty Benefit claims per a year. These are a few of the many benefits and cover limits that our Pet Plans have to offer as the Pet Med Savings and Casualty benefit is a day-to-day benefit as the Classic Plan has day-to-day and In-hospital benefits. There are annual cover limits on all our cover types which are renewed on the anniversary of your policy.
Should a client experience any issues with uploading the invoice via the Oneplan App, we have various alternative platforms that one can use to upload the invoices. Invoices can be sent to us via Whatsapp on *** / App Chat or an email can be sent to ***.
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. 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.
As per our telephonic conversation, we have proceeded to send an email to your listed email address.
Thank you for allowing us to investigate the matter further, we will revert to you with the relevant feedback.
Once again, we apologize for any inconvenience caused and hope to restore the experience.
Kind Regards,
Oneplan