EG
Emtia G
1 reviews | Active since Jul 2011
02 Aug 2024, 11:12
Oneplan doesn’t pay
My cat is on OnePlan’s most expensive claim & they deduct their premiums very promptly every month, however EVERY time I claim they drag their feet.
My cat had her annual vaccinations 3 weeks ago and I am STILL waiting for my money.
First they asked for proof that I paid the vet 3 days after I submitted my claim & then it took them another 3 days to say the proof of payment provided by the vet is not satisfactory. I rep****, but just radio silence…
I am at wits end and really just want to cancel this policy. I can’t have this much drama for something as simple as routine visits.
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Replies (3)0
Replies (3)
Oneplan Insurance's replyOfficial
02 Aug 2024, 13:35Dear Emtia,
Thank you for taking the time to bring this to our attention. We apologize for any inconvenience that has been caused and for the circumstances under which your Hellopeter posting has reached us.
Kindly note for any refunds to be processed we would require a cash receipt as the proof of payment together with the detailed invoice. A detailed invoice with proof of payment is required when claiming for any benefits on the policy.
Records on our system confirmed that we received a screenshot with details of the payment on the 26th of July 2024, unfortunately, we will not be able to finalize the claim with the screenshot due to auditing purposes, this feedback was communicated to you via email. We will contact the vet to obtain the required information and the claim will be finalized up to the respective cover limit under the benefit. There are annual cover limits on all our cover types which are renewed 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. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
Once again, we apologize for the inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention. We apologize for any inconvenience that has been caused and for the circumstances under which your Hellopeter posting has reached us.
Kindly note for any refunds to be processed we would require a cash receipt as the proof of payment together with the detailed invoice. A detailed invoice with proof of payment is required when claiming for any benefits on the policy.
Records on our system confirmed that we received a screenshot with details of the payment on the 26th of July 2024, unfortunately, we will not be able to finalize the claim with the screenshot due to auditing purposes, this feedback was communicated to you via email. We will contact the vet to obtain the required information and the claim will be finalized up to the respective cover limit under the benefit. There are annual cover limits on all our cover types which are renewed 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. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
Once again, we apologize for the inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Oneplan Insurance's reply02 Aug 2024, 13:35
Official
Dear Emtia,
Thank you for taking the time to bring this to our attention. We apologize for any inconvenience that has been caused and for the circumstances under which your Hellopeter posting has reached us.
Kindly note for any refunds to be processed we would require a cash receipt as the proof of payment together with the detailed invoice. A detailed invoice with proof of payment is required when claiming for any benefits on the policy.
Records on our system confirmed that we received a screenshot with details of the payment on the 26th of July 2024, unfortunately, we will not be able to finalize the claim with the screenshot due to auditing purposes, this feedback was communicated to you via email. We will contact the vet to obtain the required information and the claim will be finalized up to the respective cover limit under the benefit. There are annual cover limits on all our cover types which are renewed 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. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
Once again, we apologize for the inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention. We apologize for any inconvenience that has been caused and for the circumstances under which your Hellopeter posting has reached us.
Kindly note for any refunds to be processed we would require a cash receipt as the proof of payment together with the detailed invoice. A detailed invoice with proof of payment is required when claiming for any benefits on the policy.
Records on our system confirmed that we received a screenshot with details of the payment on the 26th of July 2024, unfortunately, we will not be able to finalize the claim with the screenshot due to auditing purposes, this feedback was communicated to you via email. We will contact the vet to obtain the required information and the claim will be finalized up to the respective cover limit under the benefit. There are annual cover limits on all our cover types which are renewed 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. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
Once again, we apologize for the inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
EG
Emtia G's updateReviewer Update
02 Aug 2024, 13:40You have been of NO help whatsoever.
My anniversary is next week! If you communicated limits PROPERLY I would not have run out of funds. Like I pointed out to you, 2 months’ premiums covers the entire bill.
You have no concept of loyalty or service.
Cancel this policy with IMMEDIATE effect. I refuse to deal with people operating like this.
My anniversary is next week! If you communicated limits PROPERLY I would not have run out of funds. Like I pointed out to you, 2 months’ premiums covers the entire bill.
You have no concept of loyalty or service.
Cancel this policy with IMMEDIATE effect. I refuse to deal with people operating like this.
EG
Emtia G's update02 Aug 2024, 13:40
Reviewer Update
You have been of NO help whatsoever.
My anniversary is next week! If you communicated limits PROPERLY I would not have run out of funds. Like I pointed out to you, 2 months’ premiums covers the entire bill.
You have no concept of loyalty or service.
Cancel this policy with IMMEDIATE effect. I refuse to deal with people operating like this.
My anniversary is next week! If you communicated limits PROPERLY I would not have run out of funds. Like I pointed out to you, 2 months’ premiums covers the entire bill.
You have no concept of loyalty or service.
Cancel this policy with IMMEDIATE effect. I refuse to deal with people operating like this.
Oneplan Insurance's replyOfficial
02 Aug 2024, 14:02Dear Emtia,
Thank you for reaching out to us.
Kindly note that all cover limits including the policy terms and conditions are outlined in the policy schedule that is sent to all clients upon sign-up.
As requested, we have initiated the cancellation of your policy, and you can expect to receive electronic communication regarding the cancellation.
Please do not hesitate to contact us if you require any further assistance.
Kind regards,
Oneplan
Thank you for reaching out to us.
Kindly note that all cover limits including the policy terms and conditions are outlined in the policy schedule that is sent to all clients upon sign-up.
As requested, we have initiated the cancellation of your policy, and you can expect to receive electronic communication regarding the cancellation.
Please do not hesitate to contact us if you require any further assistance.
Kind regards,
Oneplan
Oneplan Insurance's reply02 Aug 2024, 14:02
Official
Dear Emtia,
Thank you for reaching out to us.
Kindly note that all cover limits including the policy terms and conditions are outlined in the policy schedule that is sent to all clients upon sign-up.
As requested, we have initiated the cancellation of your policy, and you can expect to receive electronic communication regarding the cancellation.
Please do not hesitate to contact us if you require any further assistance.
Kind regards,
Oneplan
Thank you for reaching out to us.
Kindly note that all cover limits including the policy terms and conditions are outlined in the policy schedule that is sent to all clients upon sign-up.
As requested, we have initiated the cancellation of your policy, and you can expect to receive electronic communication regarding the cancellation.
Please do not hesitate to contact us if you require any further assistance.
Kind regards,
Oneplan