TG
Tyrone G
1 reviews | Active since Mar 2025
14 Oct 2025, 12:33
Poor Service
I took out a medical aid pet insurance via One plan in 2023. On the sales call I was advised that the plan recommended covers my little boy for any procedures that he has to go for and will not impact the causality savings. I took him in for sterilization last week and placed a claim in however I was then informed that this will come out of his causality savings. I disagreed and this was not what I took up or was informed of. This is misrepresentation. Thulisile Miya informed me on Friday 10 Oct, she will listen into the call recording and revert. I had to follow up today and was told she’s on leave. No email confirming she’s looking into this or status of the query nor did she inform her manager to take over this query. I called today and spoke to Thulani. I am hoping someone from Oneplan still remembers what customer service is.
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Oneplan Insurance's replyOfficial
14 Oct 2025, 13:05Dear Tyrone,
Thank you for bringing this matter to our attention.
We sincerely regret that your experience with Oneplan has not met your expectations and apologize for any inconvenience caused. The circumstances surrounding your HelloPeter posting are concerning, and we take such matters very seriously.
Customer service is our top priority, and the experience you described does not reflect the standard of service we strive to provide. Please be assured that your complaint is being thoroughly investigated.
We appreciate your time in discussing this matter with us over the phone. As per our conversation, a request for the Sales Call recording has been submitted to review the details of what was communicated to you. We will provide feedback once the review is complete.
Regarding your inquiry about sterilisation, please note that this is covered under the Pet Med Savings benefit, which provides up to R800.00 per pet per annum on the Classic Plan. Section 5 of the policy schedule defines "Pet Med Savings" as a savings wallet that may be used towards preventative care claims for your insured pet, including voluntary sterilisation, vaccinations, deworming, tick and flea control, anal gland expression, dental scaling and polishing, nail clipping, chronic medication, hydro and physiotherapy (where applicable), as well as shortfalls and excesses that form part of the overall annual limit.
All policy terms and conditions apply and are included in your policy documentation. Oneplan is committed to the Treating Customers Fairly (TCF) principles and ensures that all clients are treated fairly and equitably. We will continue to assist you within the framework of these terms.
Once again, we apologize for any inconvenience caused and remain committed to restoring your confidence in our services.
Kind regards,
Oneplan.
Oneplan.
Oneplan Insurance's reply14 Oct 2025, 13:05
Official
Dear Tyrone,
Thank you for bringing this matter to our attention.
We sincerely regret that your experience with Oneplan has not met your expectations and apologize for any inconvenience caused. The circumstances surrounding your HelloPeter posting are concerning, and we take such matters very seriously.
Customer service is our top priority, and the experience you described does not reflect the standard of service we strive to provide. Please be assured that your complaint is being thoroughly investigated.
We appreciate your time in discussing this matter with us over the phone. As per our conversation, a request for the Sales Call recording has been submitted to review the details of what was communicated to you. We will provide feedback once the review is complete.
Regarding your inquiry about sterilisation, please note that this is covered under the Pet Med Savings benefit, which provides up to R800.00 per pet per annum on the Classic Plan. Section 5 of the policy schedule defines "Pet Med Savings" as a savings wallet that may be used towards preventative care claims for your insured pet, including voluntary sterilisation, vaccinations, deworming, tick and flea control, anal gland expression, dental scaling and polishing, nail clipping, chronic medication, hydro and physiotherapy (where applicable), as well as shortfalls and excesses that form part of the overall annual limit.
All policy terms and conditions apply and are included in your policy documentation. Oneplan is committed to the Treating Customers Fairly (TCF) principles and ensures that all clients are treated fairly and equitably. We will continue to assist you within the framework of these terms.
Once again, we apologize for any inconvenience caused and remain committed to restoring your confidence in our services.
Kind regards,
Oneplan.
Oneplan.