ONGOING PATHETIC SERVICE FROM ONEPLAN

I wish to formally record my dissatisfaction with Oneplan’s handling of claim relating to my dog’s cruciate ligament surgery.

Chronology of events: 1. Pre-surgery: I obtained pre-authorization from Oneplan for the procedure and submitted the diagnostic invoice as requested. 2. 27 March 2026: My dog underwent the authorized surgery. A comprehensive claim with the veterinary invoice was submitted on. 3. Follow-ups: Despite numerous calls to the claims department, I was repeatedly advised that the claim was “being escalated,” with no resolution or payment made. 4. Additional documentation: I received an email from Kristen Cancer requesting three individual invoices. I comp**** and submitted all requested documents. No payment followed. 5. Commitment not honoured: I subsequently spoke to Athi, who assured me the claim would be settled before the weekend so my dog could attend a post-operative check-up scheduled for Saturday. Payment was not made. 6. 10 April 2026: I called again and spoke to Megan, who transferred me to Vanessa/Finessa. The call was dropped. Upon calling back, Megan transferred me to Vanessa/Finessa again. I explained that my dog requires urgent post-operative care and that the veterinary practice will not provide further treatment until the surgery account is settled. Vanessa/Finessa asked me to end the call and advised she would call back with more information. When she returned the call, I was again informed only that the matter had been “escalated”. My request to speak with a manager was declined on the basis that no manager was available.

Current prejudice: As of 10 April 2026, 14 days after surgery, Oneplan has not settled the claim despite pre-authorization and submission of all requested documentation. As a direct result, my dog is being denied necessary post-operative veterinary care and remains in pain.

This level of service and delay is not in line with the reasonable expectations of a policyholder. Pre-authorization was granted and all compliance requirements have been met on my side.

Resolution requested: Immediate settlement of the outstanding claim amount directly to the Vet and written confirmation with proof of payment to be sent to me by close of business on Monday, 14 April 2026.

I trust Oneplan will treat this matter with the urgency it requires and provide a substantive response.