SG
Struan G
1 reviews | Active since Dec 2021
26 Oct 2025, 12:31
Oneplan Pet insurance
Spoke to Selinah, took me some time to decide to engage the services of oneplan pet insurance, she on some occasions sounded frustrated by all the questions asked but nowhere did she mention a "once off" card fee. She basically got the sale and does not respond anymore.
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Oneplan Insurance's replyOfficial
26 Oct 2025, 16:22Dear Struan,
Thank you for bringing this matter to our attention.
We regret that your experience with Oneplan did not meet your expectations and apologise for any inconvenience caused. The concerns raised in your HelloPeter post have been noted, and please be assured that we take such matters very seriously.
Customer service remains a key priority for Oneplan, and the experience you described does not align with the standards we uphold. Kindly note that as per the policy schedule, under section 11, it states the following; In addition to your first premium, we will include a once-off policy initiation fee of R 160.00 for the courier of your Oneplan Claim Card (not applicable to Accident Plans). So, your awesome Oneplan Claim Card will be delivered right to your door.
We remain committed to assisting you in full compliance with these terms and with our Treating Customers Fairly (TCF) principles, which guide us in ensuring fair and consistent treatment for all clients.
We remain committed to assisting you in full compliance with these terms and with our Treating Customers Fairly (TCF) principles, which guide us in ensuring fair and consistent treatment for all clients.
Once again, we apologise for any inconvenience experienced and reaffirm our commitment to resolving this matter and restoring your confidence in Oneplan.
Kind regards,
Oneplan.
Oneplan.
Oneplan Insurance's reply26 Oct 2025, 16:22
Official
Dear Struan,
Thank you for bringing this matter to our attention.
We regret that your experience with Oneplan did not meet your expectations and apologise for any inconvenience caused. The concerns raised in your HelloPeter post have been noted, and please be assured that we take such matters very seriously.
Customer service remains a key priority for Oneplan, and the experience you described does not align with the standards we uphold. Kindly note that as per the policy schedule, under section 11, it states the following; In addition to your first premium, we will include a once-off policy initiation fee of R 160.00 for the courier of your Oneplan Claim Card (not applicable to Accident Plans). So, your awesome Oneplan Claim Card will be delivered right to your door.
We remain committed to assisting you in full compliance with these terms and with our Treating Customers Fairly (TCF) principles, which guide us in ensuring fair and consistent treatment for all clients.
We remain committed to assisting you in full compliance with these terms and with our Treating Customers Fairly (TCF) principles, which guide us in ensuring fair and consistent treatment for all clients.
Once again, we apologise for any inconvenience experienced and reaffirm our commitment to resolving this matter and restoring your confidence in Oneplan.
Kind regards,
Oneplan.
Oneplan.