1 reviews | Active since Aug 2016
Oneplan decline claim although there is funds
I am a customer of Oneplan frim 2017. Never did I have any problem with them. Now they changed the policy y terms and wording. It used to be 4 vets visits per year @R1200 per vets visit. They changed the policy to R5400 per annum and R1300 per vet visit. Nowhere in there brochure they mention 4 vets visits per year anymore, only R5400 per annum per pet. Know I have been to the vet 4 times this year. But that amount does not add up to R5400 for the year. When I logged a claim they immediately loaded the money on My oneplan card. Not mentioning it that Benji medical was depleted because he already used his 4 vets visits. I understand that was the previous policy before the updated policy. Why didn't there system" not block me like in the past and warned me that his funds was depleted... I went to the vet like a fool, paid the account. Just to be notified by Oneplan that benjis funds is depleted. According to my knowledge the 4 vets visits had fallen away. And that we have R5400 pet annum up to R1300 per vet visit. I will not pzy that R1008. 00 as according to my records benji has enough funds available for this claim. I am also canceling my policy with Oneplan there customer service is pathetic. They better correct there mistake. I'm a pensioner. Where will I cough R1008. 00 to pay them for a system mistake. I will not pay that amount. No where in your current brochure is there anything that refers to 4 vets visits per year. Add up. Benjis amount for his 4 consultations you will see there is enough money left to cover this claim. It does not help me to. Pay for a policy which I can't use in a emergency because I owe them R1008. Oneplan get your act right and fix your listake and dont blame the SYSTEM....
Thank you for taking the time to bring this to our attention.
From the outset we sincerely 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.
Kindly note that the changes to our pet product was effective from the 01 July 2021. Formal communication regarding the changes was sent to your listed email address on the 30 May 2021. The significant changes to your policy were made in the hope that it will simplify the cover and allow for smoother service by enhancing some of the benefits and product offerings, Prior to the change the Vet Visit benefit had a cover limit of R1200 and up to 4 vet visit claims per a year. With the changes that was made, the Vet Visit benefit was renamed to the Casualty Benefit, the cover limit increased to R1300 per a Casualty claim with 4 Casualty benefit claims per a year.
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. We will assist with all we can in line with our terms and conditions. Please note that this is by no means a ploy to refuse payment of the claim as we do value you as our client and we do have your fur-babies best interests at heart. We will assist with all we can in line with our terms and conditions.
We have acknowledged your complaint and we have escalated the matter to the relevant department. This matter has been dealt as a priority; one of our consultants will be in contact with you.
Once again, we apologize for any inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
From the outset we sincerely 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.
Kindly note that the changes to our pet product was effective from the 01 July 2021. Formal communication regarding the changes was sent to your listed email address on the 30 May 2021. The significant changes to your policy were made in the hope that it will simplify the cover and allow for smoother service by enhancing some of the benefits and product offerings, Prior to the change the Vet Visit benefit had a cover limit of R1200 and up to 4 vet visit claims per a year. With the changes that was made, the Vet Visit benefit was renamed to the Casualty Benefit, the cover limit increased to R1300 per a Casualty claim with 4 Casualty benefit claims per a year.
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. We will assist with all we can in line with our terms and conditions. Please note that this is by no means a ploy to refuse payment of the claim as we do value you as our client and we do have your fur-babies best interests at heart. We will assist with all we can in line with our terms and conditions.
We have acknowledged your complaint and we have escalated the matter to the relevant department. This matter has been dealt as a priority; one of our consultants will be in contact with you.
Once again, we apologize for any inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan