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premika J
1 reviews | Active since Sept 2019
15 Jul 2022, 09:16
Poor claims service and unjustified annual premium hikes for Oneplan Pet Insurance
Oneplan pet insurance
I have been with one plan for 3 years now and my biggest issue with the company is their claims process and unjustified premium hikes. Firstly there is an annual premium increase, my insurance premium doubled in the first year despite not having made a single claim. I had to query this and you should too because they had no grounds to increase and reduced my premium. A constant issue i have with them is when it comes to uploading claims on the app, the app distorts your invoice images and the claim is rejected. This happens 100% of the time. Secondly the card does not work, and their reasoning is that it is offline and oneplan cannot do anything as they do not manage the card service. You end up paying cash anyway, and having to claim through a process that constantly rejects your claims or does not pay in full. They do not follow refund instructions. You end up fitting the bill you did not plan for because their card does not work, and instead following your refund instruction and rdfunding your personal account, they refund your oneplan card and tell you to go draw the cash from the card that never works, with zero consideration that they are affecting your monthly cash flow and debit orders. I am still waiting for my refund from June
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Oneplan Insurance's replyOfficial
15 Jul 2022, 10:57Good day Premika,
Thank you for taking the time to bring this to our attention.
Thank you for taking the time to bring this to our attention.
We apologize for any inconvenience which has been caused and for the circumstances under which your Hellopeter posting has reached us. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value you as our client.
Kindly note that your policy inception date was the 01st of May 2019. The policy standard increase happens in March annually, the first premium increase was only effective from the 1st of March 2020 on your policy. We also annually review our insurance arrangements to ensure that our clients are sufficiently covered and that our products remain relevant, current and fair in line with our TCF commitment to all our clients.
The Oneplan brand inspires confidence in its ability to provide value for money. Regrettably we are from time to time pressed to increase our premiums to keep up with inflation and medical costs, which in turn enables us to be there for you and your pet when you need us the most. Please note that when an increase is declared, it includes several considerations such as the age and breed of your fur-baby. Pet breeds and species have differing lifespans and claiming patterns; this translates into increasing claims during certain periods of a pet's life. Therefore, the increase is based on individual risk profile for each pet on the policy.
Whilst we understand that any increase is never well received, we firmly believe in being open and transparent with you in sharing the basis for our adjustments to your premium and all communication regarding an increase is communicated to your listed email address in advance. The increase also plays an important role to ensure that we continue to provide quality insurance to our fur-babies as certain benefits and cover limits have also increased since the inception of your Oneplan Pet policy.
Kindly note should a client experience any issues with uploading the invoice via the Oneplan App, we have various alternative platforms that one can use to upload the invoices. Invoices can be sent to us via App Chat / Whatsapp on *** or an email can be sent to ***.
Please note that all claim refunds are processed into the Onecard as this is a standard process for refunds. Should clients request for a refund to be processed into their respective bank account then we will require that clients inform us of this when submitting a claim refund in order for it to be processed accordingly.
Please note that all claim refunds are processed into the Onecard as this is a standard process for refunds. Should clients request for a refund to be processed into their respective bank account then we will require that clients inform us of this when submitting a claim refund in order for it to be processed accordingly.
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, 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 to further discuss the matter at hand and we hope to restore the experience.
Kind Regards,
Oneplan
Kind Regards,
Oneplan
Oneplan Insurance's reply15 Jul 2022, 10:57
Official
Good day Premika,
Thank you for taking the time to bring this to our attention.
Thank you for taking the time to bring this to our attention.
We apologize for any inconvenience which has been caused and for the circumstances under which your Hellopeter posting has reached us. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value you as our client.
Kindly note that your policy inception date was the 01st of May 2019. The policy standard increase happens in March annually, the first premium increase was only effective from the 1st of March 2020 on your policy. We also annually review our insurance arrangements to ensure that our clients are sufficiently covered and that our products remain relevant, current and fair in line with our TCF commitment to all our clients.
The Oneplan brand inspires confidence in its ability to provide value for money. Regrettably we are from time to time pressed to increase our premiums to keep up with inflation and medical costs, which in turn enables us to be there for you and your pet when you need us the most. Please note that when an increase is declared, it includes several considerations such as the age and breed of your fur-baby. Pet breeds and species have differing lifespans and claiming patterns; this translates into increasing claims during certain periods of a pet's life. Therefore, the increase is based on individual risk profile for each pet on the policy.
Whilst we understand that any increase is never well received, we firmly believe in being open and transparent with you in sharing the basis for our adjustments to your premium and all communication regarding an increase is communicated to your listed email address in advance. The increase also plays an important role to ensure that we continue to provide quality insurance to our fur-babies as certain benefits and cover limits have also increased since the inception of your Oneplan Pet policy.
Kindly note should a client experience any issues with uploading the invoice via the Oneplan App, we have various alternative platforms that one can use to upload the invoices. Invoices can be sent to us via App Chat / Whatsapp on *** or an email can be sent to ***.
Please note that all claim refunds are processed into the Onecard as this is a standard process for refunds. Should clients request for a refund to be processed into their respective bank account then we will require that clients inform us of this when submitting a claim refund in order for it to be processed accordingly.
Please note that all claim refunds are processed into the Onecard as this is a standard process for refunds. Should clients request for a refund to be processed into their respective bank account then we will require that clients inform us of this when submitting a claim refund in order for it to be processed accordingly.
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, 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 to further discuss the matter at hand and we hope to restore the experience.
Kind Regards,
Oneplan
Kind Regards,
Oneplan