DV
Dina V
1 reviews | Active since Jun 2020
17 Jun 2023, 10:26
OnePlan can not pay for a follow up
I always get good service but today I got the worst service ever. I am still waiting for a manager to phone me. I have requested this more than once. My dog at a lump on Monday we receive the Casualty benefit. Which is never enough. I had to take him back today. Last year I upgrade my plan with the booster to have a extra vet visit a year. Now needing this lots of stories. After Monday I posted about this in the chat... Nothing was said. No today I can not get funds. I am currently sitting at the Vet. No manager has phone me. Mandy spoke to me says she can not get hold of the claims department. Wow loveeto know. But she has requested a manager to phone me.
Cameron on the app says no the claim is in 14days and will not be covered. He also requested a manager to phone me... Still waiting. I took a more expensive plan to have that extra vet visits and now I can not use it. Lovely.
Best of all never is the R 750 enough or the R 1300 for Casualty. I always pay out of pocket never complaining but when I need my cover I need to get my blood pressure up because the claims department is not answering and the extra Pet booster does not cover follow up. New to me.
A manager will probably phone Monday. Be aware you can not do follow up and if your pet is sick on a weekend you will not get help. This is pathetic
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Replies (2)DV
Dina V's updateReviewer Update
17 Jun 2023, 16:58Your response on the phone and on this side is two different things. I ask for the Pet booster which is an extra that I pay for.... I did not ask for more emergency funds.
I wanted to type a response earlier but I could not I am now glad I didn't because again it seems like you are still missing the point.
Also please note that your funds never cover the whole vet visit or emergency a consultation cost about R 460 and xray cost about R 500 per scan. Also deworming cost R 500 for a dog the size off 30kg.
Please look into the fees you have increase your fees more than once since I joined but the amount for Casualty and routine care did not increase. Look into this as well.
Please also teach your consultant that I can use my Pet booster fund when I need it not when you feel like I should use it.
Chrissie got me calmed but this is making me angry all over again. And please check your terms and conditions because just like people, animals also needs to go back for a follow up. And your terms and condition exclude this. I hope all your customer reads this.
Please do not reply as I do not need one. I think your service this morning sucks and you have just proof this in writing.
Unhappy client
I wanted to type a response earlier but I could not I am now glad I didn't because again it seems like you are still missing the point.
Also please note that your funds never cover the whole vet visit or emergency a consultation cost about R 460 and xray cost about R 500 per scan. Also deworming cost R 500 for a dog the size off 30kg.
Please look into the fees you have increase your fees more than once since I joined but the amount for Casualty and routine care did not increase. Look into this as well.
Please also teach your consultant that I can use my Pet booster fund when I need it not when you feel like I should use it.
Chrissie got me calmed but this is making me angry all over again. And please check your terms and conditions because just like people, animals also needs to go back for a follow up. And your terms and condition exclude this. I hope all your customer reads this.
Please do not reply as I do not need one. I think your service this morning sucks and you have just proof this in writing.
Unhappy client
DV
Dina V's update17 Jun 2023, 16:58
Reviewer Update
Your response on the phone and on this side is two different things. I ask for the Pet booster which is an extra that I pay for.... I did not ask for more emergency funds.
I wanted to type a response earlier but I could not I am now glad I didn't because again it seems like you are still missing the point.
Also please note that your funds never cover the whole vet visit or emergency a consultation cost about R 460 and xray cost about R 500 per scan. Also deworming cost R 500 for a dog the size off 30kg.
Please look into the fees you have increase your fees more than once since I joined but the amount for Casualty and routine care did not increase. Look into this as well.
Please also teach your consultant that I can use my Pet booster fund when I need it not when you feel like I should use it.
Chrissie got me calmed but this is making me angry all over again. And please check your terms and conditions because just like people, animals also needs to go back for a follow up. And your terms and condition exclude this. I hope all your customer reads this.
Please do not reply as I do not need one. I think your service this morning sucks and you have just proof this in writing.
Unhappy client
I wanted to type a response earlier but I could not I am now glad I didn't because again it seems like you are still missing the point.
Also please note that your funds never cover the whole vet visit or emergency a consultation cost about R 460 and xray cost about R 500 per scan. Also deworming cost R 500 for a dog the size off 30kg.
Please look into the fees you have increase your fees more than once since I joined but the amount for Casualty and routine care did not increase. Look into this as well.
Please also teach your consultant that I can use my Pet booster fund when I need it not when you feel like I should use it.
Chrissie got me calmed but this is making me angry all over again. And please check your terms and conditions because just like people, animals also needs to go back for a follow up. And your terms and condition exclude this. I hope all your customer reads this.
Please do not reply as I do not need one. I think your service this morning sucks and you have just proof this in writing.
Unhappy client
Oneplan Insurance's replyOfficial
17 Jun 2023, 18:11Good day Dina,
We do understand your frustration and would like to sincerely apologize for the delay in response. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Thank you for taking our call earlier and allowing us the opportunity to further assist you.
Kindly note that the Classic Plan that your fur-baby is covered on has day-to-day and In-hospital benefits. The Pet Med Savings and Casualty benefit falls under the day-to-day cover.
The Pet Med Savings benefit covers preventative care claims for your fur-baby such as voluntary sterilisation, vaccinations, deworming, tick and flea control, anal gland expression, dental scaling and polishing, nail clipping, chronic medication, hydro- and physiotherapy. This will be covered up to the annual cover limit of R750. 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 prescribed medication, pathology, radiology, medically justifiable dentistry, minor procedures, and treatments, or diagnostic tests will be covered under the Casualty benefit up to the cover limit of R1300 and your fur-baby has 4 Casualty Benefit claims per year.
According to our policy schedule, it states that for Casualty claims, you may claim for a Casualty event up to the claim limit per event with a fourteen (14) day waiting period between the initial event and the next event, However you may claim for follow-up visits for the same event until the event limit has been reached within a period of 14 days ‐ for example, if your limit is R500 and your previous claim was only for R250, you can still claim another R250 for the follow-up vet visit for the same issue. You may not claim for the same event under a new cover within the fourteen (14) day waiting period.
There are annual cover limits on all our cover types. Once the annual cover limit has been exceeded, the cover limit benefit will renew on the anniversary of your policy.
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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
Once again, we apologize for any inconvenience caused and hope to have restored the experience.
Kind Regards,
Oneplan
We do understand your frustration and would like to sincerely apologize for the delay in response. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Thank you for taking our call earlier and allowing us the opportunity to further assist you.
Kindly note that the Classic Plan that your fur-baby is covered on has day-to-day and In-hospital benefits. The Pet Med Savings and Casualty benefit falls under the day-to-day cover.
The Pet Med Savings benefit covers preventative care claims for your fur-baby such as voluntary sterilisation, vaccinations, deworming, tick and flea control, anal gland expression, dental scaling and polishing, nail clipping, chronic medication, hydro- and physiotherapy. This will be covered up to the annual cover limit of R750. 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 prescribed medication, pathology, radiology, medically justifiable dentistry, minor procedures, and treatments, or diagnostic tests will be covered under the Casualty benefit up to the cover limit of R1300 and your fur-baby has 4 Casualty Benefit claims per year.
According to our policy schedule, it states that for Casualty claims, you may claim for a Casualty event up to the claim limit per event with a fourteen (14) day waiting period between the initial event and the next event, However you may claim for follow-up visits for the same event until the event limit has been reached within a period of 14 days ‐ for example, if your limit is R500 and your previous claim was only for R250, you can still claim another R250 for the follow-up vet visit for the same issue. You may not claim for the same event under a new cover within the fourteen (14) day waiting period.
There are annual cover limits on all our cover types. Once the annual cover limit has been exceeded, the cover limit benefit will renew on the anniversary of your policy.
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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
Once again, we apologize for any inconvenience caused and hope to have restored the experience.
Kind Regards,
Oneplan
Oneplan Insurance's reply17 Jun 2023, 18:11
Official
Good day Dina,
We do understand your frustration and would like to sincerely apologize for the delay in response. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Thank you for taking our call earlier and allowing us the opportunity to further assist you.
Kindly note that the Classic Plan that your fur-baby is covered on has day-to-day and In-hospital benefits. The Pet Med Savings and Casualty benefit falls under the day-to-day cover.
The Pet Med Savings benefit covers preventative care claims for your fur-baby such as voluntary sterilisation, vaccinations, deworming, tick and flea control, anal gland expression, dental scaling and polishing, nail clipping, chronic medication, hydro- and physiotherapy. This will be covered up to the annual cover limit of R750. 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 prescribed medication, pathology, radiology, medically justifiable dentistry, minor procedures, and treatments, or diagnostic tests will be covered under the Casualty benefit up to the cover limit of R1300 and your fur-baby has 4 Casualty Benefit claims per year.
According to our policy schedule, it states that for Casualty claims, you may claim for a Casualty event up to the claim limit per event with a fourteen (14) day waiting period between the initial event and the next event, However you may claim for follow-up visits for the same event until the event limit has been reached within a period of 14 days ‐ for example, if your limit is R500 and your previous claim was only for R250, you can still claim another R250 for the follow-up vet visit for the same issue. You may not claim for the same event under a new cover within the fourteen (14) day waiting period.
There are annual cover limits on all our cover types. Once the annual cover limit has been exceeded, the cover limit benefit will renew on the anniversary of your policy.
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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
Once again, we apologize for any inconvenience caused and hope to have restored the experience.
Kind Regards,
Oneplan
We do understand your frustration and would like to sincerely apologize for the delay in response. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Thank you for taking our call earlier and allowing us the opportunity to further assist you.
Kindly note that the Classic Plan that your fur-baby is covered on has day-to-day and In-hospital benefits. The Pet Med Savings and Casualty benefit falls under the day-to-day cover.
The Pet Med Savings benefit covers preventative care claims for your fur-baby such as voluntary sterilisation, vaccinations, deworming, tick and flea control, anal gland expression, dental scaling and polishing, nail clipping, chronic medication, hydro- and physiotherapy. This will be covered up to the annual cover limit of R750. 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 prescribed medication, pathology, radiology, medically justifiable dentistry, minor procedures, and treatments, or diagnostic tests will be covered under the Casualty benefit up to the cover limit of R1300 and your fur-baby has 4 Casualty Benefit claims per year.
According to our policy schedule, it states that for Casualty claims, you may claim for a Casualty event up to the claim limit per event with a fourteen (14) day waiting period between the initial event and the next event, However you may claim for follow-up visits for the same event until the event limit has been reached within a period of 14 days ‐ for example, if your limit is R500 and your previous claim was only for R250, you can still claim another R250 for the follow-up vet visit for the same issue. You may not claim for the same event under a new cover within the fourteen (14) day waiting period.
There are annual cover limits on all our cover types. Once the annual cover limit has been exceeded, the cover limit benefit will renew on the anniversary of your policy.
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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
Once again, we apologize for any inconvenience caused and hope to have restored the experience.
Kind Regards,
Oneplan