1 reviews | Active since Jan 2025
****! ****! ****!
A rating of 1 is generous, and only because their staff is friendly. Do not trust this insurance. My cat needed emergency surgery for cruciate ligament tear. OnePlan committed to half up to a certain amount. I have to add that although it was an emergency, it took kore than a day for hospital pre-authorisation. This doesn't make sense because it was not a scheduled procedure, it was an emergency. Anyway, the bill ended up being quite high and I covered the more than half. Then on Christmas morning, they send me the approval after they have nitpicked what they will not pay for. I have read my policy over and over (it doesn't have a lot of the legal jargon) and I understood that they cover accidents. They still subtracted an amount that I covered above the amount that they committed to. Apparently, a vet visit to check what is wrong, is counted as part of hopsitalisation, even when the hospitalisation was a referral. What is the point of having a comprehensive cover? I phoned to dispute, I was told the matter would be escalated, and then shocker on Christmas morning... nobody called me, just an sms stating the amount they will pay the vet hospital. It's unfortunate that this has happened, their call centre staff are nice and helpful. I must also mention that I never had issues around scheduled vet visits. The App is great and easy to use for day to day needs. It has been 6 days and some hours since I logged the claim and the money has still not been paid out. A mistake that I did when I joined was not checking the HelloPeter reviews. I would have been saved a lot of trouble. No I have to cover lawyer fees on top of everything.
Thank you for taking our call and allowing us the opportunity to assist with regards to the query. We would firstly like to apologize profusely for the inconvenience caused by this whole ordeal we really appreciate the opportunity granted to restore the experience.
As you have noted above, a claim form along with the invoice is required from the vet in-order for authorization of the claim to be given and because of the youth of your policy, we can only cover the claim for cruciate ligament repair up to to the cover amount of R8000. The claim has been approved and a request sent to our bank to pay the funds back into your bank account.
Please note that after a period of 12 months active on the policy the claim will then be covered under the accident cover up to the cover limit of R35000 should you need to claim again for the condition.
With regards to the claim for the vet, we have received the invoices and escalated them to our claims team for review. We will contact you with feedback once the claims have been actioned.
Kind Regards
Oneplan
Thank you for taking our call and allowing us the opportunity to assist with regards to the query. We would firstly like to apologize profusely for the inconvenience caused by this whole ordeal we really appreciate the opportunity granted to restore the experience.
As you have noted above, a claim form along with the invoice is required from the vet in-order for authorization of the claim to be given and because of the youth of your policy, we can only cover the claim for cruciate ligament repair up to to the cover amount of R8000. The claim has been approved and a request sent to our bank to pay the funds back into your bank account.
Please note that after a period of 12 months active on the policy the claim will then be covered under the accident cover up to the cover limit of R35000 should you need to claim again for the condition.
With regards to the claim for the vet, we have received the invoices and escalated them to our claims team for review. We will contact you with feedback once the claims have been actioned.
Kind Regards
Oneplan
I would like to clarify: My claim was approved for R7 478.85, not R8 000 as was committed to. I hope that this escalation will result in me receiving the full amount of R8 000.
I would like to clarify: My claim was approved for R7 478.85, not R8 000 as was committed to. I hope that this escalation will result in me receiving the full amount of R8 000.