1 reviews | Active since Sept 2012
One plan pet poorlicy
We took out a new policy for our new Australian cattle dog puppy. I app**** in the beginning of July and was told there is a one month waiting period. That is fine we were happy with it. I got a contract for her with the inception date as 01 August. So thats ok a month later so the waiting period thats fine.
Then on 28 August whilst playing around the house our puppy starts playing with a bee and before we could atop her, it stings her inside her mouth. She immediately started to slow down and I tried to give her some allergex. Now anyone that knows an Australian Cattle Dog puppy or rather a baby dinosaur, knows it is a huge fight to get their mouths open. But not then. at that point her mouth opened like a dustbin lid and I popped the allergex into her mouth and closed it again with 0 resistance.
It was then that we knew something was wrong. We phoned my family that is a vet nurse and she advised me to get her to a vet ASAP. On our way to the vet she started to almost completely stop breathing twice and we had to start mouth to mouth resus on her. As we got to the vet, the vet was waiting for us outside.
Immediately they gave her an injection of cortisone straight into her vain and then followed by an IV bag. She was so lethargic that she just lay there. We were really scared. The vet decided to admit her for the rest of the day so that they can keep an eye on her to see whats going on with her.
Now we thought, thanks God we took out the policy with one plan and they will pay for the emergency. Then when we came to pay the card declined. Then I tried to load the funds slowly onto the card when I get the message on my phone that she is still within her waiting period. Confused I paid for the claim at the vet and then started the long and difficult proces with communicating with one plan.
I suffer from epilepsy and as a result thereof when I had a seizure then for the next couple of days I cannot speak. But now my epilepsy is currently out of control and I have 2 or more seizures a day, so I could only rely on the whatsapp communication. What a nightmare. Sometimes they answer you in a couple of minutes and sometimes they answer you at about 2 or 3 in the morning whilst you are sleeping. And then that is just an answer from where you said hello. So then to get to ask something you have to fall in the que from scratch again.
Anyways, I managed to ask them what is going on, why am I getting this message? They then tell me it is because at the date of the vet visit it was still 2 days before her waiting period would finish!!!! 2 days!!!!
Now I told them ok 1. This was an emergency and not a just because reason we took her to the vet. Her life was in danger and she was hospitalized as well as a result of this incident. And then that 2. The contract says the inception dat is 01 August as it was 30 days since I app**** for the policy. And 3. In the policy it states that if it is a life or death emergency (which this was) then therr will be no waiting period.
Now trying several different ways with several different people I got tonight in writing from them the reply: “ Good afternoon Marcel,
Kindly note that we are unable to capture the invoice as the procedure date falls within the benefits waiting periods.
Please feel free to contact us on ***for further assistance.
Kind Regards,“
I feel that is pathetic. The poor dog’s life was in serious jeopardy twice that day and still they refuse to pay out the R700 claim despite me paying them R1000 every month. Now my question remains… Why do I pay them for? Realy????
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.
Kindly note that that the services rendered on the invoice were consultation and medication which falls under the cover limit for the Casualty benefit. For a claim to be considered under In-Hospital Admission, the invoice must reflect details of an in-hospital corrective procedure. Should a diagnostic procedure result in a confirmed diagnosis the cost of the in-hospital corrective procedure will be covered under the authorized Hospital admission cover limit. Kindly note that all in-hospital claims must meet our admission matrix which is found in your policy schedule. Please note that should the vet require an upfront payment for an in-hospital claim, we will require and the completed claims form, and estimate invoice estimation of the cost for the in-hospital claim. Upon receipt of the required documents our claims team will review the claim and provide you with feedback on the pre-authorization. Should the invoice only reflect an overnight stay solely for diagnostic procedures, unfortunately the claim will be covered under the Casualty visit 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 for all clients. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our 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.
As per our telephonic discussion, we will revert to you with the relevant feedback once the claim has been finalized.
Once again, we apologize for any inconvenience caused and we 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.
Kindly note that that the services rendered on the invoice were consultation and medication which falls under the cover limit for the Casualty benefit. For a claim to be considered under In-Hospital Admission, the invoice must reflect details of an in-hospital corrective procedure. Should a diagnostic procedure result in a confirmed diagnosis the cost of the in-hospital corrective procedure will be covered under the authorized Hospital admission cover limit. Kindly note that all in-hospital claims must meet our admission matrix which is found in your policy schedule. Please note that should the vet require an upfront payment for an in-hospital claim, we will require and the completed claims form, and estimate invoice estimation of the cost for the in-hospital claim. Upon receipt of the required documents our claims team will review the claim and provide you with feedback on the pre-authorization. Should the invoice only reflect an overnight stay solely for diagnostic procedures, unfortunately the claim will be covered under the Casualty visit 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 for all clients. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our 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.
As per our telephonic discussion, we will revert to you with the relevant feedback once the claim has been finalized.
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
I spoke to a wonderfull lady from one plan. She then informed me that only because it was about a day before the end of her waiting period that they had a meeting and decides that, that as well as our other doggo has been having a policy with them now for years, that they will refund the transaction for the full amount and pay it back into my acount 😁 It has been a long time since I have been so happy Now I can pay my debts that I was intended to pay with that money. I hope I am not butchering your name now, but a BIG THANK YOU to Eureshni for your help and assistance in this matter.
I spoke to a wonderfull lady from one plan. She then informed me that only because it was about a day before the end of her waiting period that they had a meeting and decides that, that as well as our other doggo has been having a policy with them now for years, that they will refund the transaction for the full amount and pay it back into my acount 😁 It has been a long time since I have been so happy Now I can pay my debts that I was intended to pay with that money. I hope I am not butchering your name now, but a BIG THANK YOU to Eureshni for your help and assistance in this matter.
Thank you for the positive feedback.
We are pleased to hear that Mereshnie was able to assist you in a wonderful manner. Our clients and fur-babies are important to us. We strive to provide excellent services daily and glad to hear that we were able to assist in this regard. We appreciate the opportunity granted to restore the experience and we are delighted to hear that despite the circumstances the team has made such a lasting impression on you.
Thank you for choosing Oneplan as your preferred insurance for your fur-babies needs.
Kind Regards,
Oneplan
Thank you for the positive feedback.
We are pleased to hear that Mereshnie was able to assist you in a wonderful manner. Our clients and fur-babies are important to us. We strive to provide excellent services daily and glad to hear that we were able to assist in this regard. We appreciate the opportunity granted to restore the experience and we are delighted to hear that despite the circumstances the team has made such a lasting impression on you.
Thank you for choosing Oneplan as your preferred insurance for your fur-babies needs.
Kind Regards,
Oneplan