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Ronel O
1 reviews | Active since Feb 2020
09 Feb 2026, 06:34
Oneplan Pet EXTREMELY POOR SERVICE
Pet Insurance client. I am starting to completely lose faith in oneplan. I tried to load a claim for annual injections for 2 of my dogs. Just to see a message on the app I owe them money for a claim. Was I called the to inform me or get details as the why there is an outstanding? NO!!!! Did I receive and email? NO!!!!
I am not even going to waiste my time going through the customer service route. The whatsapp agents either don't know or just simply don't care to assist. And the customer service email line, they take 5+ working days to reply with a half assed response.
The service I pay alot of money for every month is getting worse and worse by the second. Not to mention the new cuts to the policies.
Helpful (0)
Replies (8)0
Replies (8)
Oneplan Insurance's replyOfficial
09 Feb 2026, 07:01Dear Ronel,
Thank you for bringing your concerns to our attention.
We have reviewed your policy on our system and would like to inform you that there are currently no outstanding or rejected day-to-day claims linked to your account. There is no balance owing that would prevent you from submitting or utilising a claim for your pets’ annual vaccinations as the system shows that a payment has been made to resolve the non-premium balance related to the Casualty claim dated 2025/12/18. An SMS was sent to the number registered on the policy informing you that the claim has been utilised, however, there is a rejected amount on your policy.
Should you experience any technical difficulties when loading claims or funds via the Oneplan mobile app, we recommend contacting our team directly on WhatsApp on *** or call us on ***, where our support team can assist with the app and loading funds where applicable.
We understand how frustrating it can be when you encounter unexpected messages on the app, and we appreciate the opportunity to clarify the status of your policy and claims.
Kind regards,
Oneplan.
Thank you for bringing your concerns to our attention.
We have reviewed your policy on our system and would like to inform you that there are currently no outstanding or rejected day-to-day claims linked to your account. There is no balance owing that would prevent you from submitting or utilising a claim for your pets’ annual vaccinations as the system shows that a payment has been made to resolve the non-premium balance related to the Casualty claim dated 2025/12/18. An SMS was sent to the number registered on the policy informing you that the claim has been utilised, however, there is a rejected amount on your policy.
Should you experience any technical difficulties when loading claims or funds via the Oneplan mobile app, we recommend contacting our team directly on WhatsApp on *** or call us on ***, where our support team can assist with the app and loading funds where applicable.
We understand how frustrating it can be when you encounter unexpected messages on the app, and we appreciate the opportunity to clarify the status of your policy and claims.
Kind regards,
Oneplan.
Oneplan Insurance's reply09 Feb 2026, 07:01
Official
Dear Ronel,
Thank you for bringing your concerns to our attention.
We have reviewed your policy on our system and would like to inform you that there are currently no outstanding or rejected day-to-day claims linked to your account. There is no balance owing that would prevent you from submitting or utilising a claim for your pets’ annual vaccinations as the system shows that a payment has been made to resolve the non-premium balance related to the Casualty claim dated 2025/12/18. An SMS was sent to the number registered on the policy informing you that the claim has been utilised, however, there is a rejected amount on your policy.
Should you experience any technical difficulties when loading claims or funds via the Oneplan mobile app, we recommend contacting our team directly on WhatsApp on *** or call us on ***, where our support team can assist with the app and loading funds where applicable.
We understand how frustrating it can be when you encounter unexpected messages on the app, and we appreciate the opportunity to clarify the status of your policy and claims.
Kind regards,
Oneplan.
Thank you for bringing your concerns to our attention.
We have reviewed your policy on our system and would like to inform you that there are currently no outstanding or rejected day-to-day claims linked to your account. There is no balance owing that would prevent you from submitting or utilising a claim for your pets’ annual vaccinations as the system shows that a payment has been made to resolve the non-premium balance related to the Casualty claim dated 2025/12/18. An SMS was sent to the number registered on the policy informing you that the claim has been utilised, however, there is a rejected amount on your policy.
Should you experience any technical difficulties when loading claims or funds via the Oneplan mobile app, we recommend contacting our team directly on WhatsApp on *** or call us on ***, where our support team can assist with the app and loading funds where applicable.
We understand how frustrating it can be when you encounter unexpected messages on the app, and we appreciate the opportunity to clarify the status of your policy and claims.
Kind regards,
Oneplan.
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Ronel O's updateReviewer Update
09 Feb 2026, 07:09I HAD TO PAY THE AMOUNT BEFORE I COULD REQUEST FUNDS. THINK OUTSIDE THE BOX AND LOOK A LITTLE DEEPER. EXPAND YOUR VIEW.
DO YOUR JOB. SERIOUSLY IS THINKING AND LOGICAL THINKING A LUXURY THESE DAYS.
DO YOUR JOB. SERIOUSLY IS THINKING AND LOGICAL THINKING A LUXURY THESE DAYS.
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Ronel O's update09 Feb 2026, 07:09
Reviewer Update
I HAD TO PAY THE AMOUNT BEFORE I COULD REQUEST FUNDS. THINK OUTSIDE THE BOX AND LOOK A LITTLE DEEPER. EXPAND YOUR VIEW.
DO YOUR JOB. SERIOUSLY IS THINKING AND LOGICAL THINKING A LUXURY THESE DAYS.
DO YOUR JOB. SERIOUSLY IS THINKING AND LOGICAL THINKING A LUXURY THESE DAYS.
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Ronel O's updateReviewer Update
09 Feb 2026, 07:16And the next that will happen is total confusion and denail on your end. Plus I am going to struggle with the request i submitted for annual injections
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Ronel O's update09 Feb 2026, 07:16
Reviewer Update
And the next that will happen is total confusion and denail on your end. Plus I am going to struggle with the request i submitted for annual injections
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Ronel O's updateReviewer Update
09 Feb 2026, 07:17Get a senior person to contact me. Not a call center clown.
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Ronel O's update09 Feb 2026, 07:17
Reviewer Update
Get a senior person to contact me. Not a call center clown.
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Ronel O's updateReviewer Update
09 Feb 2026, 08:29You system is not up to date.
YOU have sent us the proof of payment ditect to vet on the last claim. SO WHY is it still pending on this so called helpful app of yours? Now you arent processing two requests and we yet agaon uave to pay it and then struggle with consultants on sorting out the claim admin
YOU have sent us the proof of payment ditect to vet on the last claim. SO WHY is it still pending on this so called helpful app of yours? Now you arent processing two requests and we yet agaon uave to pay it and then struggle with consultants on sorting out the claim admin
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Ronel O's update09 Feb 2026, 08:29
Reviewer Update
You system is not up to date.
YOU have sent us the proof of payment ditect to vet on the last claim. SO WHY is it still pending on this so called helpful app of yours? Now you arent processing two requests and we yet agaon uave to pay it and then struggle with consultants on sorting out the claim admin
YOU have sent us the proof of payment ditect to vet on the last claim. SO WHY is it still pending on this so called helpful app of yours? Now you arent processing two requests and we yet agaon uave to pay it and then struggle with consultants on sorting out the claim admin
Oneplan Insurance's replyOfficial
09 Feb 2026, 10:40Dear Ronel,
Thank you for your response.
We profusely apologise for the experience you've had with our services. Please note that a comprehensive investigation has been conducted regarding the claims on your policy. We would like to clarify that notification of the rejected amount was communicated via SMS on 18/12/2025 during the claims processing stage. Furthermore, two emails were issued on 02/02/2026 confirming the processing of the Hospital Admission claim and advising that payment would be made directly to the veterinary practice. A subsequent email was sent outlining the rejected amount that remained payable.
We confirm that the Casualty claim has since been recovered following receipt of your payment, and all day-to-day claims have been unsuspended and are currently available for use.
Please be advised that the status of the Hospital Admission claim will be updated on our system and reflected on the mobile application once the claim has been fully concluded. We sincerely apologise for the issues experienced on the mobile app, as well as for the delay in updating the claim statuses. We acknowledge the frustration this may have caused and appreciate your patience while the matter is being resolved.
Your request to be contacted by a manager has been noted and formally escalated for further assistance.
We trust the above clarifies the matter and will be in contact in due course to bring this to resolution.
Kind regards,
Oneplan.
Thank you for your response.
We profusely apologise for the experience you've had with our services. Please note that a comprehensive investigation has been conducted regarding the claims on your policy. We would like to clarify that notification of the rejected amount was communicated via SMS on 18/12/2025 during the claims processing stage. Furthermore, two emails were issued on 02/02/2026 confirming the processing of the Hospital Admission claim and advising that payment would be made directly to the veterinary practice. A subsequent email was sent outlining the rejected amount that remained payable.
We confirm that the Casualty claim has since been recovered following receipt of your payment, and all day-to-day claims have been unsuspended and are currently available for use.
Please be advised that the status of the Hospital Admission claim will be updated on our system and reflected on the mobile application once the claim has been fully concluded. We sincerely apologise for the issues experienced on the mobile app, as well as for the delay in updating the claim statuses. We acknowledge the frustration this may have caused and appreciate your patience while the matter is being resolved.
Your request to be contacted by a manager has been noted and formally escalated for further assistance.
We trust the above clarifies the matter and will be in contact in due course to bring this to resolution.
Kind regards,
Oneplan.
Oneplan Insurance's reply09 Feb 2026, 10:40
Official
Dear Ronel,
Thank you for your response.
We profusely apologise for the experience you've had with our services. Please note that a comprehensive investigation has been conducted regarding the claims on your policy. We would like to clarify that notification of the rejected amount was communicated via SMS on 18/12/2025 during the claims processing stage. Furthermore, two emails were issued on 02/02/2026 confirming the processing of the Hospital Admission claim and advising that payment would be made directly to the veterinary practice. A subsequent email was sent outlining the rejected amount that remained payable.
We confirm that the Casualty claim has since been recovered following receipt of your payment, and all day-to-day claims have been unsuspended and are currently available for use.
Please be advised that the status of the Hospital Admission claim will be updated on our system and reflected on the mobile application once the claim has been fully concluded. We sincerely apologise for the issues experienced on the mobile app, as well as for the delay in updating the claim statuses. We acknowledge the frustration this may have caused and appreciate your patience while the matter is being resolved.
Your request to be contacted by a manager has been noted and formally escalated for further assistance.
We trust the above clarifies the matter and will be in contact in due course to bring this to resolution.
Kind regards,
Oneplan.
Thank you for your response.
We profusely apologise for the experience you've had with our services. Please note that a comprehensive investigation has been conducted regarding the claims on your policy. We would like to clarify that notification of the rejected amount was communicated via SMS on 18/12/2025 during the claims processing stage. Furthermore, two emails were issued on 02/02/2026 confirming the processing of the Hospital Admission claim and advising that payment would be made directly to the veterinary practice. A subsequent email was sent outlining the rejected amount that remained payable.
We confirm that the Casualty claim has since been recovered following receipt of your payment, and all day-to-day claims have been unsuspended and are currently available for use.
Please be advised that the status of the Hospital Admission claim will be updated on our system and reflected on the mobile application once the claim has been fully concluded. We sincerely apologise for the issues experienced on the mobile app, as well as for the delay in updating the claim statuses. We acknowledge the frustration this may have caused and appreciate your patience while the matter is being resolved.
Your request to be contacted by a manager has been noted and formally escalated for further assistance.
We trust the above clarifies the matter and will be in contact in due course to bring this to resolution.
Kind regards,
Oneplan.
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Ronel O's updateReviewer Update
09 Feb 2026, 10:46Is an sms really an acceptable method. Why was an email explaining the rejected amount not sent?
The hospital claim is not the issue (excep the very slow progress on this), unless the 171 was rejected on that, for which i still want details.
The hospital claim is not the issue (excep the very slow progress on this), unless the 171 was rejected on that, for which i still want details.
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Ronel O's update09 Feb 2026, 10:46
Reviewer Update
Is an sms really an acceptable method. Why was an email explaining the rejected amount not sent?
The hospital claim is not the issue (excep the very slow progress on this), unless the 171 was rejected on that, for which i still want details.
The hospital claim is not the issue (excep the very slow progress on this), unless the 171 was rejected on that, for which i still want details.
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Ronel O's updateReviewer Update
09 Feb 2026, 12:26I spoke to a consultant on the WhatsApp line.
I am sorry to inform you, that for what I pay, I find your communication extremely poor. You expat a client to do your admin for you, a client that pays almost 2500 a month. So what is your responsibility then? Sit back, see the interest on all those monthly instalments grow while sipping on your coffee, and when a client is unhappy, you blame their poor lack of admin.
I am sorry to inform you, that for what I pay, I find your communication extremely poor. You expat a client to do your admin for you, a client that pays almost 2500 a month. So what is your responsibility then? Sit back, see the interest on all those monthly instalments grow while sipping on your coffee, and when a client is unhappy, you blame their poor lack of admin.
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Ronel O's update09 Feb 2026, 12:26
Reviewer Update
I spoke to a consultant on the WhatsApp line.
I am sorry to inform you, that for what I pay, I find your communication extremely poor. You expat a client to do your admin for you, a client that pays almost 2500 a month. So what is your responsibility then? Sit back, see the interest on all those monthly instalments grow while sipping on your coffee, and when a client is unhappy, you blame their poor lack of admin.
I am sorry to inform you, that for what I pay, I find your communication extremely poor. You expat a client to do your admin for you, a client that pays almost 2500 a month. So what is your responsibility then? Sit back, see the interest on all those monthly instalments grow while sipping on your coffee, and when a client is unhappy, you blame their poor lack of admin.