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Natasha N

1 reviews | Active since Aug 2025

06 Nov 2025, 10:47

****,PATHETIC,LIE ONE PLAN PET INSURANCE

what a pathetic insurance. I have pet insurance for 5 of my dogs and everytime I put in a claim there is a problem on my plan in May I had to pay in R6000.00 as my policy were in arrears when I put the claim in for R4000 as 2 of my dogs fight they said I were not covered? But I paid the arrears to be covered? It cost me over R10 000.00 ONLY ONE MONTH. Now I have a issue on one of my dogs that have to go in for a vet visit as there is problems with his testicles they came back and said a invoice for JUNE were not submitted I can not claim, BUT MY POLICY IS ACTIVE??? What does it mean to have a active policy but i cant claim. I do not have cover?? I can not claim? What if I had a emergency with one of my 5 dogs? They confirmed they wouldn't have paid? In 6 months I paid more than R15000.00 for my policy but I can not put a claim in for R1400.00. Im not satisfied. One plan advertise all the perfect services but we can not claim anything? If I knew there were a problem on my policy I would have sorted it out but they take my money but don't communicate with me and now that I have a problem I find out there is a issue on my policy

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Replies (1)
Oneplan Insurance
Oneplan Insurance's reply06 Nov 2025, 11:48
Official
Dear Natasha, 

Thank you for bringing this matter to our attention. 

We sincerely apologise for any inconvenience or confusion you may have experienced. Please be assured that we take all client feedback seriously and remain committed to maintaining the highest standards of service. 

Following a thorough review of your complaint, we attempted to contact you telephonically on the number provided, but were unable to reach you. Our investigation indicates that on 01/08/2025, a consultant from our Claims Department requested detailed invoices for the claims dated 19/06/2025. Unfortunately, these invoices were not received. As a result, the Casualty and Pet Med Savings claims were rejected due to the absence of valid invoices. 

We have noted that payment to resolve the Pet Med Savings claim has been made; however, the payment to settle the Casualty claim remains outstanding. A PayFast link has been sent to you via SMS to facilitate this payment. Once the payment is received, we will be able to proceed with processing new claims under your policy. 

Please note, as stated in the terms and conditions of your policy schedule under Section 11.13, point 6: 
“Your policy will be suspended in the event of an invalid claim or for a claim for which no valid invoice has been received. If your policy is suspended, you will not be able to submit any further claims or load any further funds until the status of the policy has been rectified.” 

These terms and conditions apply to all policyholders and are communicated clearly in all policy documentation. While we are committed to assisting you wherever possible, all actions must remain in line with the agreed terms of your policy. 

Oneplan adheres to the Treating Customers Fairly (TCF) principles and remains dedicated to ensuring fair and equitable treatment for all our clients. 

Once again, we apologise for the inconvenience caused and appreciate your understanding in this matter. 

Kind regards, 
Oneplan.