CC
Chantel C
1 reviews | Active since Jul 2021
18 Jan 2023, 09:57
Please rethink to take out a Pet Insurance Policy!
I am going to cancel my pet insurance policy with one plan, I have lodged a dispute, they refused to see my side of the story as well, just said I can logged a new complaint or go to the ombudsman, now I ask ( Do they actually care?} I have started with them 1 September 2022. They keep on changing the policy documents and shown below , now there was changes made towards the pet insurance policy, starting on the 1 Feb 2023, and then after so many frustrations with them in recent past, regarding the one plan cards, and the diagnostics that was done for my dog and wrong email address, that they captured and only fixed when I told them to fix it, and all is attached below, they have been sending mails and information to the wrong email address it even is so on my policy, that is one of the reasons why I did not receive the necessary information. Then I logged a dispute and they refused to help with it, or even pay a portion of my money back. I would really reconsider making use of them, they do not stay with their word, they keep on changing the policy information, you will struggle to get your claim paid and your money paid back. And they spell my name wrong too, and email.
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Oneplan Insurance's replyOfficial
18 Jan 2023, 12:01Good day Chantel,
Thank you for taking the time to bring this to our attention.
From the outset we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Please take note that formal communication from our Compliance department regarding the dispute was sent on the 29th of December 2022 to the correct updated email address.
Kindly note we have discovered that the inception date of the Pet Hospital plan for your fur-baby was the 1st of September 2022. You informed us that your fur-baby Fudge currently has an ear condition at sales stage and the sales agent did inform you over the recorded line that any Ear conditions e.g., allergies, chronic infections and any costs related thereto are excluded from cover for the first 12 months. This exclusion will also reflect in your policy documents.
The services rendered on the invoice were only diagnostic tests and will fall under the Casualty cover limit which would have been covered on our comprehensive Classic and Super plan up to their respective cover limits as this is in line with our policy terms and conditions. Your fur-baby Fudge is currently covered on the Hospital Plan, unfortunately any diagnostic tests is excluded from this plan type.
According to our policy schedule under the heading "What is Not Covered" on the Oneplan Pet Hospital Admission Cover Section (point 2) it states, Admission and/or hospitalization exclusively for diagnostic procedures, monitoring and/or observing is not covered under the in-hospital benefit, however this will be covered under the day-to-day benefits on the Comprehensive plans.
Should a diagnostic procedure result in a confirmed diagnosis the cost of the in-hospital corrective procedure can be reviewed under the authorized Hospital admission cover limit. Kindly note that all in-hospital claims must meet our admission matrix which is found in your policy schedule.
Kindly note that we reserve the right to make any policy wording amendments, any changes made to the policy will always be communicated 31 days prior to the change. As we have entered into the new year, email communication was sent with regards to the annual increase for the year 2023 that will take effect as of the 1st of February 2023, we also inform all clients of any changes to the policy wording.
As per our policy wording under the heading “Standard terms and conditions” point 7.12 it state that “we may alter the terms and conditions, policy wording and premiums on a group or individual basis if we give you thirty-one (31) days prior written notification of the amendment. Should we amend the policy wording, the new policy wording shall be in force as per the effective date indicated in your notification and the new policy wording shall replace all previous policy wordings”.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly for all clients, please note that this is by no means a ploy to refuse payment of the claim. We do have your fur-babies best interests at heart, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you.
Once again, we apologize for any inconvenience caused and we hope to provide clarity on the above matter.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
From the outset we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Please take note that formal communication from our Compliance department regarding the dispute was sent on the 29th of December 2022 to the correct updated email address.
Kindly note we have discovered that the inception date of the Pet Hospital plan for your fur-baby was the 1st of September 2022. You informed us that your fur-baby Fudge currently has an ear condition at sales stage and the sales agent did inform you over the recorded line that any Ear conditions e.g., allergies, chronic infections and any costs related thereto are excluded from cover for the first 12 months. This exclusion will also reflect in your policy documents.
The services rendered on the invoice were only diagnostic tests and will fall under the Casualty cover limit which would have been covered on our comprehensive Classic and Super plan up to their respective cover limits as this is in line with our policy terms and conditions. Your fur-baby Fudge is currently covered on the Hospital Plan, unfortunately any diagnostic tests is excluded from this plan type.
According to our policy schedule under the heading "What is Not Covered" on the Oneplan Pet Hospital Admission Cover Section (point 2) it states, Admission and/or hospitalization exclusively for diagnostic procedures, monitoring and/or observing is not covered under the in-hospital benefit, however this will be covered under the day-to-day benefits on the Comprehensive plans.
Should a diagnostic procedure result in a confirmed diagnosis the cost of the in-hospital corrective procedure can be reviewed under the authorized Hospital admission cover limit. Kindly note that all in-hospital claims must meet our admission matrix which is found in your policy schedule.
Kindly note that we reserve the right to make any policy wording amendments, any changes made to the policy will always be communicated 31 days prior to the change. As we have entered into the new year, email communication was sent with regards to the annual increase for the year 2023 that will take effect as of the 1st of February 2023, we also inform all clients of any changes to the policy wording.
As per our policy wording under the heading “Standard terms and conditions” point 7.12 it state that “we may alter the terms and conditions, policy wording and premiums on a group or individual basis if we give you thirty-one (31) days prior written notification of the amendment. Should we amend the policy wording, the new policy wording shall be in force as per the effective date indicated in your notification and the new policy wording shall replace all previous policy wordings”.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly for all clients, please note that this is by no means a ploy to refuse payment of the claim. We do have your fur-babies best interests at heart, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you.
Once again, we apologize for any inconvenience caused and we hope to provide clarity on the above matter.
Kind Regards,
Oneplan
Oneplan Insurance's reply18 Jan 2023, 12:01
Official
Good day Chantel,
Thank you for taking the time to bring this to our attention.
From the outset we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Please take note that formal communication from our Compliance department regarding the dispute was sent on the 29th of December 2022 to the correct updated email address.
Kindly note we have discovered that the inception date of the Pet Hospital plan for your fur-baby was the 1st of September 2022. You informed us that your fur-baby Fudge currently has an ear condition at sales stage and the sales agent did inform you over the recorded line that any Ear conditions e.g., allergies, chronic infections and any costs related thereto are excluded from cover for the first 12 months. This exclusion will also reflect in your policy documents.
The services rendered on the invoice were only diagnostic tests and will fall under the Casualty cover limit which would have been covered on our comprehensive Classic and Super plan up to their respective cover limits as this is in line with our policy terms and conditions. Your fur-baby Fudge is currently covered on the Hospital Plan, unfortunately any diagnostic tests is excluded from this plan type.
According to our policy schedule under the heading "What is Not Covered" on the Oneplan Pet Hospital Admission Cover Section (point 2) it states, Admission and/or hospitalization exclusively for diagnostic procedures, monitoring and/or observing is not covered under the in-hospital benefit, however this will be covered under the day-to-day benefits on the Comprehensive plans.
Should a diagnostic procedure result in a confirmed diagnosis the cost of the in-hospital corrective procedure can be reviewed under the authorized Hospital admission cover limit. Kindly note that all in-hospital claims must meet our admission matrix which is found in your policy schedule.
Kindly note that we reserve the right to make any policy wording amendments, any changes made to the policy will always be communicated 31 days prior to the change. As we have entered into the new year, email communication was sent with regards to the annual increase for the year 2023 that will take effect as of the 1st of February 2023, we also inform all clients of any changes to the policy wording.
As per our policy wording under the heading “Standard terms and conditions” point 7.12 it state that “we may alter the terms and conditions, policy wording and premiums on a group or individual basis if we give you thirty-one (31) days prior written notification of the amendment. Should we amend the policy wording, the new policy wording shall be in force as per the effective date indicated in your notification and the new policy wording shall replace all previous policy wordings”.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly for all clients, please note that this is by no means a ploy to refuse payment of the claim. We do have your fur-babies best interests at heart, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you.
Once again, we apologize for any inconvenience caused and we hope to provide clarity on the above matter.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
From the outset we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Please take note that formal communication from our Compliance department regarding the dispute was sent on the 29th of December 2022 to the correct updated email address.
Kindly note we have discovered that the inception date of the Pet Hospital plan for your fur-baby was the 1st of September 2022. You informed us that your fur-baby Fudge currently has an ear condition at sales stage and the sales agent did inform you over the recorded line that any Ear conditions e.g., allergies, chronic infections and any costs related thereto are excluded from cover for the first 12 months. This exclusion will also reflect in your policy documents.
The services rendered on the invoice were only diagnostic tests and will fall under the Casualty cover limit which would have been covered on our comprehensive Classic and Super plan up to their respective cover limits as this is in line with our policy terms and conditions. Your fur-baby Fudge is currently covered on the Hospital Plan, unfortunately any diagnostic tests is excluded from this plan type.
According to our policy schedule under the heading "What is Not Covered" on the Oneplan Pet Hospital Admission Cover Section (point 2) it states, Admission and/or hospitalization exclusively for diagnostic procedures, monitoring and/or observing is not covered under the in-hospital benefit, however this will be covered under the day-to-day benefits on the Comprehensive plans.
Should a diagnostic procedure result in a confirmed diagnosis the cost of the in-hospital corrective procedure can be reviewed under the authorized Hospital admission cover limit. Kindly note that all in-hospital claims must meet our admission matrix which is found in your policy schedule.
Kindly note that we reserve the right to make any policy wording amendments, any changes made to the policy will always be communicated 31 days prior to the change. As we have entered into the new year, email communication was sent with regards to the annual increase for the year 2023 that will take effect as of the 1st of February 2023, we also inform all clients of any changes to the policy wording.
As per our policy wording under the heading “Standard terms and conditions” point 7.12 it state that “we may alter the terms and conditions, policy wording and premiums on a group or individual basis if we give you thirty-one (31) days prior written notification of the amendment. Should we amend the policy wording, the new policy wording shall be in force as per the effective date indicated in your notification and the new policy wording shall replace all previous policy wordings”.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly for all clients, please note that this is by no means a ploy to refuse payment of the claim. We do have your fur-babies best interests at heart, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you.
Once again, we apologize for any inconvenience caused and we hope to provide clarity on the above matter.
Kind Regards,
Oneplan