ME
Marise E
1 reviews | Active since Jan 2020
13 Oct 2023, 10:11
Poor service with stories
I am very disapointed in their service . My dog was injured and she was admitted to hopsital there was notes and exrays
But how can certain customer as use their cards to buy toys and dogfood not at the vet But others must atruggle to get their refund
I will never recommend one plan to other people I jusr want my refund
Kind regards
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Replies (1)
Oneplan Insurance's replyOfficial
13 Oct 2023, 14:54Dear Marise,
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 Hello Peter posting has reached. 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 our clients and fur-babies.
Kindly note that for day-to-day or in-hospital claims, we require certain information in order for the claim to be processed correctly and we will only be able to finalize the claim once we receive all the required information.
As per our policy terms and conditions, costs for pet prescription food, accessories such as beds, toys, leashes, grooming, etc. are excluded from the policy. Our cover is designed as a Pet Insurance product, and we require clients to use registered veterinary service providers. Services rendered by persons not registered with the SA Veterinarian Council are a general exclusion on the policy 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. 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.
Our Claims department has proceeded to send an email to your listed email address with the relevant feedback.
Once again, we apologize for any inconvenience caused and we hope that the above brings clarity on the matter.
Kind Regards,
Oneplan
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 Hello Peter posting has reached. 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 our clients and fur-babies.
Kindly note that for day-to-day or in-hospital claims, we require certain information in order for the claim to be processed correctly and we will only be able to finalize the claim once we receive all the required information.
As per our policy terms and conditions, costs for pet prescription food, accessories such as beds, toys, leashes, grooming, etc. are excluded from the policy. Our cover is designed as a Pet Insurance product, and we require clients to use registered veterinary service providers. Services rendered by persons not registered with the SA Veterinarian Council are a general exclusion on the policy 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. 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.
Our Claims department has proceeded to send an email to your listed email address with the relevant feedback.
Once again, we apologize for any inconvenience caused and we hope that the above brings clarity on the matter.
Kind Regards,
Oneplan
Oneplan Insurance's reply13 Oct 2023, 14:54
Official
Dear Marise,
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 Hello Peter posting has reached. 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 our clients and fur-babies.
Kindly note that for day-to-day or in-hospital claims, we require certain information in order for the claim to be processed correctly and we will only be able to finalize the claim once we receive all the required information.
As per our policy terms and conditions, costs for pet prescription food, accessories such as beds, toys, leashes, grooming, etc. are excluded from the policy. Our cover is designed as a Pet Insurance product, and we require clients to use registered veterinary service providers. Services rendered by persons not registered with the SA Veterinarian Council are a general exclusion on the policy 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. 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.
Our Claims department has proceeded to send an email to your listed email address with the relevant feedback.
Once again, we apologize for any inconvenience caused and we hope that the above brings clarity on the matter.
Kind Regards,
Oneplan
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 Hello Peter posting has reached. 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 our clients and fur-babies.
Kindly note that for day-to-day or in-hospital claims, we require certain information in order for the claim to be processed correctly and we will only be able to finalize the claim once we receive all the required information.
As per our policy terms and conditions, costs for pet prescription food, accessories such as beds, toys, leashes, grooming, etc. are excluded from the policy. Our cover is designed as a Pet Insurance product, and we require clients to use registered veterinary service providers. Services rendered by persons not registered with the SA Veterinarian Council are a general exclusion on the policy 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. 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.
Our Claims department has proceeded to send an email to your listed email address with the relevant feedback.
Once again, we apologize for any inconvenience caused and we hope that the above brings clarity on the matter.
Kind Regards,
Oneplan