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Ronel O
1 reviews | Active since Feb 2020
15 Jul 2025, 12:32
One Plan using my benefits to their advantage
Pets - Again no one in the claim department know what is going on. I requested a claim of R1400 on 14 July for one of my dogs. Went to vet on 15 July and submitted the statement and proof of payment for the full value. Claim was finalized AND they then decided to refund me R526from the savings benefit, but deducting the difference from the R1400. I want to know where in my policy does it state that the injection my dog received is ONLY COVERED by the savings. This is not the first time this has happened. Then to top it off, the claim is refunded to the one card, which means as a client I again lose money as the full amount cannot be withdrawn from the card. This after I have numerous times told oneplan pets, never refund to my card, phone me if you need help with thinking.
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Replies (3)
Oneplan Insurance's replyOfficial
15 Jul 2025, 12:54Dear Ronel,
Thank you for taking the time to bring this to our attention.
We are sorry to hear of the circumstances under which your Hellopeter posting has reached us and we do 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.
We have reviewed your complaint and have followed up with the relevant department for further assistance. A consultant will review the claims on the policy and provide feedback via WhatsApp as we have noted that you currently have an active chat at the moment.
Once again, we apologize for the experience you've had and hope to restore your faith in our services.
Kind regards,
Oneplan.
Thank you for taking the time to bring this to our attention.
We are sorry to hear of the circumstances under which your Hellopeter posting has reached us and we do 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.
We have reviewed your complaint and have followed up with the relevant department for further assistance. A consultant will review the claims on the policy and provide feedback via WhatsApp as we have noted that you currently have an active chat at the moment.
Once again, we apologize for the experience you've had and hope to restore your faith in our services.
Kind regards,
Oneplan.
Oneplan Insurance's reply15 Jul 2025, 12:54
Official
Dear Ronel,
Thank you for taking the time to bring this to our attention.
We are sorry to hear of the circumstances under which your Hellopeter posting has reached us and we do 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.
We have reviewed your complaint and have followed up with the relevant department for further assistance. A consultant will review the claims on the policy and provide feedback via WhatsApp as we have noted that you currently have an active chat at the moment.
Once again, we apologize for the experience you've had and hope to restore your faith in our services.
Kind regards,
Oneplan.
Thank you for taking the time to bring this to our attention.
We are sorry to hear of the circumstances under which your Hellopeter posting has reached us and we do 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.
We have reviewed your complaint and have followed up with the relevant department for further assistance. A consultant will review the claims on the policy and provide feedback via WhatsApp as we have noted that you currently have an active chat at the moment.
Once again, we apologize for the experience you've had and hope to restore your faith in our services.
Kind regards,
Oneplan.
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Ronel O's updateReviewer Update
15 Jul 2025, 13:34The ongoing chat is not going to resolve to issue regarding the lack of communication from the claims department. It's not going to resolve that the claims consultants make decisions they THINK are best for a dedicated paying client of 5 years. Why was I not contacted before your claims department decided what they wanted to do?
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Ronel O's update15 Jul 2025, 13:34
Reviewer Update
The ongoing chat is not going to resolve to issue regarding the lack of communication from the claims department. It's not going to resolve that the claims consultants make decisions they THINK are best for a dedicated paying client of 5 years. Why was I not contacted before your claims department decided what they wanted to do?
Oneplan Insurance's replyOfficial
15 Jul 2025, 15:35Hi Ronel,
Thank you for getting back to us.
We sincerely apologise for the experience you've had and for any frustration caused. Your concerns regarding communication and the lack of consultation during the claims process have been taken seriously and escalated for further attention.
We’ve also noted that assistance has since been provided via WhatsApp to address and rectify the claims on your policy, and that feedback has been shared accordingly.
Once again, we deeply regret the inconvenience caused and appreciate your patience as we work to restore your confidence in our service.
Kind regards,
Oneplan.
Thank you for getting back to us.
We sincerely apologise for the experience you've had and for any frustration caused. Your concerns regarding communication and the lack of consultation during the claims process have been taken seriously and escalated for further attention.
We’ve also noted that assistance has since been provided via WhatsApp to address and rectify the claims on your policy, and that feedback has been shared accordingly.
Once again, we deeply regret the inconvenience caused and appreciate your patience as we work to restore your confidence in our service.
Kind regards,
Oneplan.
Oneplan Insurance's reply15 Jul 2025, 15:35
Official
Hi Ronel,
Thank you for getting back to us.
We sincerely apologise for the experience you've had and for any frustration caused. Your concerns regarding communication and the lack of consultation during the claims process have been taken seriously and escalated for further attention.
We’ve also noted that assistance has since been provided via WhatsApp to address and rectify the claims on your policy, and that feedback has been shared accordingly.
Once again, we deeply regret the inconvenience caused and appreciate your patience as we work to restore your confidence in our service.
Kind regards,
Oneplan.
Thank you for getting back to us.
We sincerely apologise for the experience you've had and for any frustration caused. Your concerns regarding communication and the lack of consultation during the claims process have been taken seriously and escalated for further attention.
We’ve also noted that assistance has since been provided via WhatsApp to address and rectify the claims on your policy, and that feedback has been shared accordingly.
Once again, we deeply regret the inconvenience caused and appreciate your patience as we work to restore your confidence in our service.
Kind regards,
Oneplan.