OnePet Insurance Fail

I’ve had a policy with Onepet since January 2016. I am on the second highest pay plan and pay R533 per month for my two dogs including the excess buster.

I have tried loading a claim today, 26 May 2018, to take my dog to the vet as he managed to hurt himself and is in pain but am unable to load a claim. The consultant informed me it is because I have an outstanding claim as I loaded a claim on 4 Dec 2017 for a vet visit (R923.00) for both my dogs.

Even though Onepet loaded funds onto my card for the visit, it was rejected afterwards as Onepet decided it was a routine care for which I’m only covered for R650 per pet per year. Because of this issue I am now unable to take my pet to the vet and claim even though I’ve been making my monthly contributions to Onepet thinking my dogs are covered.

I have never missed a payment in almost three years and I cannot get help for my dog because of a technicality? This is totally unacceptable. Its really not the treatment I expected as a loyal paying customer that was under the impression Onepet is there for me and my pets.

How is this customer service? How does Onepet decide what gets covered under what and then does not even bother to inform me that they have changed the claim and all this AFTER they’ve loaded the funds. I have a cover of R40, 000 per year but I can’t take my dog to the vet! Surely this is not ethical practice.

Because Onepet decided that my claim should be rejected I cannot claim for 2018. For which I have been paying every month since Jan 2018. Surely I am entitled to get these payments back if Onepet refuses to let me process a claim. I feel that Onepet completely neglected their responsibility and has taken advantage of me as their customer.

I have medical aid for my pets but I cannot use it to help them! THIS IS NOT WHAT I SIGNED UP FOR!

I am highly disgusted and disappointed!