JE
Janene E
1 reviews | Active since May 2015
11 Jun 2026, 15:51
PATHETIC SERVICES
Easy to sign you up, but when it comes to service they can take their time. I had to pay a R160 card delivery fee - for a card that just dont get delivered. If I had not wasted all this airtime trying to figure out where my card is- I would have NEVER received the thing. No I am sitting with a sick puppy I cant take to the vet because I dont have the funds and all the consultant can say is sorry, you will need to pay. we had the address wrong!!!!! WHY DID NOT ONE PERSON BOTHER TO CALL ME AND INFORM ME THAT YOU MISSED THE FULL ADDRESS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! The card was supposed to be delivered already! When asked for a solution I was told sorry you dont have one! so my puppy can die as long as you got some money out of me!!! you dont give two flying saucers except the money!! second time receiving this type of service from you. NOW I AM DONE!
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Oneplan Insurance's replyOfficial
11 Jun 2026, 18:09Dear Janene,
We acknowledge your concerns and the frustration expressed in your message. However, it is important to address the matters raised with clarity and accuracy.
Please note that the turnaround time for card delivery is within 30 days from the date on which the first full premium is successfully collected. Our records confirm that your first full premium was collected on 25/05/2026. As such, your card delivery remains well within the standard turnaround timeframe, and there has been no deviation from the agreed service terms in this regard.
In addition, we must highlight that the Casualty benefit for veterinary visits is subject to a 30-day waiting period from the policy inception date. Your policy commenced on 19/05/2026, which means that you are currently still within this waiting period. Consequently, even if the card had already been delivered, no claims for vet visits would be payable at this stage, as per the policy terms and conditions.
It is also essential to highlight the importance of carefully reviewing your policy schedule. This document clearly outlines your specific plan, benefits, cover limits, applicable waiting periods, and other critical terms and conditions. Understanding these details ensures that expectations are aligned with the coverage provided and helps avoid misunderstandings.
While we understand your distress regarding your pet’s condition, the limitations you are experiencing are directly related to the standard policy provisions, which apply consistently to all clients. 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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
We regret that your experience has led to this level of dissatisfaction, but we trust that the above clarifies the situation and the applicable terms of your policy.
Kind regards,
Oneplan.
We acknowledge your concerns and the frustration expressed in your message. However, it is important to address the matters raised with clarity and accuracy.
Please note that the turnaround time for card delivery is within 30 days from the date on which the first full premium is successfully collected. Our records confirm that your first full premium was collected on 25/05/2026. As such, your card delivery remains well within the standard turnaround timeframe, and there has been no deviation from the agreed service terms in this regard.
In addition, we must highlight that the Casualty benefit for veterinary visits is subject to a 30-day waiting period from the policy inception date. Your policy commenced on 19/05/2026, which means that you are currently still within this waiting period. Consequently, even if the card had already been delivered, no claims for vet visits would be payable at this stage, as per the policy terms and conditions.
It is also essential to highlight the importance of carefully reviewing your policy schedule. This document clearly outlines your specific plan, benefits, cover limits, applicable waiting periods, and other critical terms and conditions. Understanding these details ensures that expectations are aligned with the coverage provided and helps avoid misunderstandings.
While we understand your distress regarding your pet’s condition, the limitations you are experiencing are directly related to the standard policy provisions, which apply consistently to all clients. 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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
We regret that your experience has led to this level of dissatisfaction, but we trust that the above clarifies the situation and the applicable terms of your policy.
Kind regards,
Oneplan.
Oneplan Insurance's reply11 Jun 2026, 18:09
Official
Dear Janene,
We acknowledge your concerns and the frustration expressed in your message. However, it is important to address the matters raised with clarity and accuracy.
Please note that the turnaround time for card delivery is within 30 days from the date on which the first full premium is successfully collected. Our records confirm that your first full premium was collected on 25/05/2026. As such, your card delivery remains well within the standard turnaround timeframe, and there has been no deviation from the agreed service terms in this regard.
In addition, we must highlight that the Casualty benefit for veterinary visits is subject to a 30-day waiting period from the policy inception date. Your policy commenced on 19/05/2026, which means that you are currently still within this waiting period. Consequently, even if the card had already been delivered, no claims for vet visits would be payable at this stage, as per the policy terms and conditions.
It is also essential to highlight the importance of carefully reviewing your policy schedule. This document clearly outlines your specific plan, benefits, cover limits, applicable waiting periods, and other critical terms and conditions. Understanding these details ensures that expectations are aligned with the coverage provided and helps avoid misunderstandings.
While we understand your distress regarding your pet’s condition, the limitations you are experiencing are directly related to the standard policy provisions, which apply consistently to all clients. 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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
We regret that your experience has led to this level of dissatisfaction, but we trust that the above clarifies the situation and the applicable terms of your policy.
Kind regards,
Oneplan.
We acknowledge your concerns and the frustration expressed in your message. However, it is important to address the matters raised with clarity and accuracy.
Please note that the turnaround time for card delivery is within 30 days from the date on which the first full premium is successfully collected. Our records confirm that your first full premium was collected on 25/05/2026. As such, your card delivery remains well within the standard turnaround timeframe, and there has been no deviation from the agreed service terms in this regard.
In addition, we must highlight that the Casualty benefit for veterinary visits is subject to a 30-day waiting period from the policy inception date. Your policy commenced on 19/05/2026, which means that you are currently still within this waiting period. Consequently, even if the card had already been delivered, no claims for vet visits would be payable at this stage, as per the policy terms and conditions.
It is also essential to highlight the importance of carefully reviewing your policy schedule. This document clearly outlines your specific plan, benefits, cover limits, applicable waiting periods, and other critical terms and conditions. Understanding these details ensures that expectations are aligned with the coverage provided and helps avoid misunderstandings.
While we understand your distress regarding your pet’s condition, the limitations you are experiencing are directly related to the standard policy provisions, which apply consistently to all clients. 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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
We regret that your experience has led to this level of dissatisfaction, but we trust that the above clarifies the situation and the applicable terms of your policy.
Kind regards,
Oneplan.