SG
Sean G
1 reviews | Active since Jan 2016
10 Sept 2024, 12:49
poor service
new to the insurance plan. i requested how does it work as i wanted to take my puppy to get her injections. the was a monday or tuesday. the day to day funds was given and i thouth wooow great service. i was waiting for the weekend, but after 48hrs the funds were pulled back. the Oneplan agent requested that i ask for the funds on friday. friday came and my puppy got cat flu. Oneplan assisted with the casualty funds. the weekend my puppy got worse and worse and Oneplan do not respond on Sunday. i requested assistance on Monday to get my dog in hospital. those funding was rejected due to not having my pups injections, that we were on our way to due. but the cat flu came 1st. we found a VET that truly has a passion for animals said we must bring my pup fast and very urgently (payment can be arranged later) lets save her first. 10min away from fetching my puppy, we got a call to say she DIED. OnePlan and the designated VET puts there funding first and animales are not a priority. we have / had 3 dogs there and they are not treated well. Thank you VET and OnePlan
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Replies (3)
Oneplan Insurance's replyOfficial
10 Sept 2024, 16:25Dear Sean,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached us. Our condolences to you and your family on the passing away of your fur-baby. Please accept our deepest sympathies for all that you have experienced.
Please note for day-to-day claims, funds are loaded within 60 seconds onto the Onecard, and the system will pull the funds back if the funds are not utilized within 24 - 48 hours. Clients are still able to reload the funds should the funds be reversed due to it not being utilized. This is just a security measure put in place since clients have access to load claim funds on the Onecard at any time.
Upon investigation and with the information provided by the Vet we discovered that the condition that your fur-baby was treated for which was Parvo Enteritis. Parvovirus is a viral gastrointestinal infection that is preventable by vaccination and is included in the standard puppy vaccines and annual boosters for dogs. As per our policy terms and conditions, any illness or conditions that arise due to non-vaccination as recommended by your Vet falls under our general exclusion and are stated in our policy schedule.
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached us. Our condolences to you and your family on the passing away of your fur-baby. Please accept our deepest sympathies for all that you have experienced.
Please note for day-to-day claims, funds are loaded within 60 seconds onto the Onecard, and the system will pull the funds back if the funds are not utilized within 24 - 48 hours. Clients are still able to reload the funds should the funds be reversed due to it not being utilized. This is just a security measure put in place since clients have access to load claim funds on the Onecard at any time.
Upon investigation and with the information provided by the Vet we discovered that the condition that your fur-baby was treated for which was Parvo Enteritis. Parvovirus is a viral gastrointestinal infection that is preventable by vaccination and is included in the standard puppy vaccines and annual boosters for dogs. As per our policy terms and conditions, any illness or conditions that arise due to non-vaccination as recommended by your Vet falls under our general exclusion and are stated in our policy schedule.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We do have our client's best interests at heart and will gladly assist with all benefits that have provisions in the policy terms and conditions. Oneplan subscribes to its TCF (Treat Customers Fairly) principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
We have acknowledged your complaint and escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused.
Kind Regards,
Oneplan
Oneplan
Oneplan Insurance's reply10 Sept 2024, 16:25
Official
Dear Sean,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached us. Our condolences to you and your family on the passing away of your fur-baby. Please accept our deepest sympathies for all that you have experienced.
Please note for day-to-day claims, funds are loaded within 60 seconds onto the Onecard, and the system will pull the funds back if the funds are not utilized within 24 - 48 hours. Clients are still able to reload the funds should the funds be reversed due to it not being utilized. This is just a security measure put in place since clients have access to load claim funds on the Onecard at any time.
Upon investigation and with the information provided by the Vet we discovered that the condition that your fur-baby was treated for which was Parvo Enteritis. Parvovirus is a viral gastrointestinal infection that is preventable by vaccination and is included in the standard puppy vaccines and annual boosters for dogs. As per our policy terms and conditions, any illness or conditions that arise due to non-vaccination as recommended by your Vet falls under our general exclusion and are stated in our policy schedule.
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached us. Our condolences to you and your family on the passing away of your fur-baby. Please accept our deepest sympathies for all that you have experienced.
Please note for day-to-day claims, funds are loaded within 60 seconds onto the Onecard, and the system will pull the funds back if the funds are not utilized within 24 - 48 hours. Clients are still able to reload the funds should the funds be reversed due to it not being utilized. This is just a security measure put in place since clients have access to load claim funds on the Onecard at any time.
Upon investigation and with the information provided by the Vet we discovered that the condition that your fur-baby was treated for which was Parvo Enteritis. Parvovirus is a viral gastrointestinal infection that is preventable by vaccination and is included in the standard puppy vaccines and annual boosters for dogs. As per our policy terms and conditions, any illness or conditions that arise due to non-vaccination as recommended by your Vet falls under our general exclusion and are stated in our policy schedule.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We do have our client's best interests at heart and will gladly assist with all benefits that have provisions in the policy terms and conditions. Oneplan subscribes to its TCF (Treat Customers Fairly) principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
We have acknowledged your complaint and escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused.
Kind Regards,
Oneplan
Oneplan
SG
Sean G's updateReviewer Update
10 Sept 2024, 16:38Hence the day to day was going to be used for the vaccines.
But we could not do it because my pup already got sick.
This was not the issue.
My issue is with the rejection to admit her BECAUSE SHE DID NOT HAVE A VACCINE CARD.
To technically if she had her vaccine 1 day earlier. Oneplan would of accepted, and authorized her to be hospitalized.
She was denied because of one card. Also knowing that even with the vaccines given... dogs WILL and CAN still get cat flu.
Now trying to cancel and get my cash refunds is now also a major issue.
And who has R5000.00 laying around as a deposit and R15000 for future payment... this I why we take out an insurance cover. Clearly that route is not the way.
But we could not do it because my pup already got sick.
This was not the issue.
My issue is with the rejection to admit her BECAUSE SHE DID NOT HAVE A VACCINE CARD.
To technically if she had her vaccine 1 day earlier. Oneplan would of accepted, and authorized her to be hospitalized.
She was denied because of one card. Also knowing that even with the vaccines given... dogs WILL and CAN still get cat flu.
Now trying to cancel and get my cash refunds is now also a major issue.
And who has R5000.00 laying around as a deposit and R15000 for future payment... this I why we take out an insurance cover. Clearly that route is not the way.
SG
Sean G's update10 Sept 2024, 16:38
Reviewer Update
Hence the day to day was going to be used for the vaccines.
But we could not do it because my pup already got sick.
This was not the issue.
My issue is with the rejection to admit her BECAUSE SHE DID NOT HAVE A VACCINE CARD.
To technically if she had her vaccine 1 day earlier. Oneplan would of accepted, and authorized her to be hospitalized.
She was denied because of one card. Also knowing that even with the vaccines given... dogs WILL and CAN still get cat flu.
Now trying to cancel and get my cash refunds is now also a major issue.
And who has R5000.00 laying around as a deposit and R15000 for future payment... this I why we take out an insurance cover. Clearly that route is not the way.
But we could not do it because my pup already got sick.
This was not the issue.
My issue is with the rejection to admit her BECAUSE SHE DID NOT HAVE A VACCINE CARD.
To technically if she had her vaccine 1 day earlier. Oneplan would of accepted, and authorized her to be hospitalized.
She was denied because of one card. Also knowing that even with the vaccines given... dogs WILL and CAN still get cat flu.
Now trying to cancel and get my cash refunds is now also a major issue.
And who has R5000.00 laying around as a deposit and R15000 for future payment... this I why we take out an insurance cover. Clearly that route is not the way.
Oneplan Insurance's replyOfficial
11 Sept 2024, 10:58Dear Sean,
Thank you for reaching out to us.
Our Clinical Team requested the vaccination card to ensure that the claim is finalized correctly as the vaccination card serves as proof of the history of your fur-babies vaccinations, it was then later established that your fur-baby was not vaccinated which led to the in-hospital claim being repudiated.
Kindly note that the Parvovirus is a condition that can be vaccinated against. The plan type that your fur-baby was on covers vaccinations under the Pet Med Savings benefit up to the respective cover limit. This benefit was available from the 01st of July 2024 for you to utilize in order to bring your fur-babies vaccinations up to date, thus building immunity towards the Parvo virus.
Thank you for reaching out to us.
Our Clinical Team requested the vaccination card to ensure that the claim is finalized correctly as the vaccination card serves as proof of the history of your fur-babies vaccinations, it was then later established that your fur-baby was not vaccinated which led to the in-hospital claim being repudiated.
Kindly note that the Parvovirus is a condition that can be vaccinated against. The plan type that your fur-baby was on covers vaccinations under the Pet Med Savings benefit up to the respective cover limit. This benefit was available from the 01st of July 2024 for you to utilize in order to bring your fur-babies vaccinations up to date, thus building immunity towards the Parvo virus.
As per our policy terms and conditions, any cancellation requests must be sent in writing to ***. Once we receive a cancellation request, our Cancellations Team will contact the policyholder within 5 business days to assist with the cancellation. If the request for cancellation was sent after the 7-day cooling off period there is a one (1) calendar month notice period that is required.
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 to all clients. 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.
Once again, we apologize for any inconvenience caused and hope the above brings clarity to the matter.
Kind Regards,
Oneplan
Oneplan Insurance's reply11 Sept 2024, 10:58
Official
Dear Sean,
Thank you for reaching out to us.
Our Clinical Team requested the vaccination card to ensure that the claim is finalized correctly as the vaccination card serves as proof of the history of your fur-babies vaccinations, it was then later established that your fur-baby was not vaccinated which led to the in-hospital claim being repudiated.
Kindly note that the Parvovirus is a condition that can be vaccinated against. The plan type that your fur-baby was on covers vaccinations under the Pet Med Savings benefit up to the respective cover limit. This benefit was available from the 01st of July 2024 for you to utilize in order to bring your fur-babies vaccinations up to date, thus building immunity towards the Parvo virus.
Thank you for reaching out to us.
Our Clinical Team requested the vaccination card to ensure that the claim is finalized correctly as the vaccination card serves as proof of the history of your fur-babies vaccinations, it was then later established that your fur-baby was not vaccinated which led to the in-hospital claim being repudiated.
Kindly note that the Parvovirus is a condition that can be vaccinated against. The plan type that your fur-baby was on covers vaccinations under the Pet Med Savings benefit up to the respective cover limit. This benefit was available from the 01st of July 2024 for you to utilize in order to bring your fur-babies vaccinations up to date, thus building immunity towards the Parvo virus.
As per our policy terms and conditions, any cancellation requests must be sent in writing to ***. Once we receive a cancellation request, our Cancellations Team will contact the policyholder within 5 business days to assist with the cancellation. If the request for cancellation was sent after the 7-day cooling off period there is a one (1) calendar month notice period that is required.
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 to all clients. 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.
Once again, we apologize for any inconvenience caused and hope the above brings clarity to the matter.
Kind Regards,
Oneplan