MM
Mark M
1 reviews | Active since Oct 2022
06 Oct 2022, 16:12
Shocking pet insurance!!
Terrible experience! the sales person tells you one thing and then when you try to claim you get told that you aren't covered and despite having all this in writing they still refuse. They are happy to take your money but not happy to pay your claim. Avoid them!!!
Helpful (0)
Replies (5)0
Replies (5)
Oneplan Insurance's replyOfficial
06 Oct 2022, 16:51Good day Mark,
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 as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that the Pet Med Savings benefit may be used towards preventative care claims for your insured pet which includes, voluntary sterilization. We are aware that the cover limit will not cover the full cost for the voluntary sterilization of your fur-baby, however the pet med savings benefit offers clients the assistance in the event that clients choose to sterilize their fur-babies up to a cover limit of R750 per a pet covered on the Classic plan. Should clients request for more cover, they can choose to add on the Pet Med Booster which offers an additional R750 towards preventative care claims.
A vet consultation will fall under the Casualty benefit up to the cover limit of R1300 per a Casualty benefit claim and your fur-baby has 4 Casualty Benefit claims per a year. These are a few of the many benefits and cover limits that our Pet Plans have to offer as the Pet Med Savings and Casualty benefit are part of the day-to-day benefit as the Classic Plan has day-to-day and In-hospital benefits. The overall annual cover limit for the day-to-day benefits is R6500. There are annual cover limits on all our cover types which are renewed on the anniversary of your policy.
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. 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.
As per our telephonic conversation, we will be in contact with you at the requested time.
Once again, we apologize for any inconvenience caused and hope to provide clarity on the above 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 Hellopeter posting has reached as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that the Pet Med Savings benefit may be used towards preventative care claims for your insured pet which includes, voluntary sterilization. We are aware that the cover limit will not cover the full cost for the voluntary sterilization of your fur-baby, however the pet med savings benefit offers clients the assistance in the event that clients choose to sterilize their fur-babies up to a cover limit of R750 per a pet covered on the Classic plan. Should clients request for more cover, they can choose to add on the Pet Med Booster which offers an additional R750 towards preventative care claims.
A vet consultation will fall under the Casualty benefit up to the cover limit of R1300 per a Casualty benefit claim and your fur-baby has 4 Casualty Benefit claims per a year. These are a few of the many benefits and cover limits that our Pet Plans have to offer as the Pet Med Savings and Casualty benefit are part of the day-to-day benefit as the Classic Plan has day-to-day and In-hospital benefits. The overall annual cover limit for the day-to-day benefits is R6500. There are annual cover limits on all our cover types which are renewed on the anniversary of your policy.
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. 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.
As per our telephonic conversation, we will be in contact with you at the requested time.
Once again, we apologize for any inconvenience caused and hope to provide clarity on the above matter.
Kind Regards,
Oneplan
Oneplan Insurance's reply06 Oct 2022, 16:51
Official
Good day Mark,
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 as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that the Pet Med Savings benefit may be used towards preventative care claims for your insured pet which includes, voluntary sterilization. We are aware that the cover limit will not cover the full cost for the voluntary sterilization of your fur-baby, however the pet med savings benefit offers clients the assistance in the event that clients choose to sterilize their fur-babies up to a cover limit of R750 per a pet covered on the Classic plan. Should clients request for more cover, they can choose to add on the Pet Med Booster which offers an additional R750 towards preventative care claims.
A vet consultation will fall under the Casualty benefit up to the cover limit of R1300 per a Casualty benefit claim and your fur-baby has 4 Casualty Benefit claims per a year. These are a few of the many benefits and cover limits that our Pet Plans have to offer as the Pet Med Savings and Casualty benefit are part of the day-to-day benefit as the Classic Plan has day-to-day and In-hospital benefits. The overall annual cover limit for the day-to-day benefits is R6500. There are annual cover limits on all our cover types which are renewed on the anniversary of your policy.
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. 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.
As per our telephonic conversation, we will be in contact with you at the requested time.
Once again, we apologize for any inconvenience caused and hope to provide clarity on the above 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 Hellopeter posting has reached as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that the Pet Med Savings benefit may be used towards preventative care claims for your insured pet which includes, voluntary sterilization. We are aware that the cover limit will not cover the full cost for the voluntary sterilization of your fur-baby, however the pet med savings benefit offers clients the assistance in the event that clients choose to sterilize their fur-babies up to a cover limit of R750 per a pet covered on the Classic plan. Should clients request for more cover, they can choose to add on the Pet Med Booster which offers an additional R750 towards preventative care claims.
A vet consultation will fall under the Casualty benefit up to the cover limit of R1300 per a Casualty benefit claim and your fur-baby has 4 Casualty Benefit claims per a year. These are a few of the many benefits and cover limits that our Pet Plans have to offer as the Pet Med Savings and Casualty benefit are part of the day-to-day benefit as the Classic Plan has day-to-day and In-hospital benefits. The overall annual cover limit for the day-to-day benefits is R6500. There are annual cover limits on all our cover types which are renewed on the anniversary of your policy.
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. 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.
As per our telephonic conversation, we will be in contact with you at the requested time.
Once again, we apologize for any inconvenience caused and hope to provide clarity on the above matter.
Kind Regards,
Oneplan
MM
Mark M's updateReviewer Update
06 Oct 2022, 17:42Thank you for your reply.
Life is all about choices and the consequences of those choices made.
You could have chosen to honor what your salesperson told me in writing. The consequence of that would have been that my premiums already paid and those over the next three months would have covered the cost of my claim, after that you are making money and would have a happy customer, quite possibly for a number of years.
However you chose not to.
The consequence of that choice is that I now choose to cancel both my policies with you and whilst you will have made some money that all stops now and you have a very disgruntled customer who will tell anyone who asks to be very careful about the choices they make.
Perhaps you should do an analysis of the cost to you of losing a customer versus the cost of getting a customer. If it costs you more than R1800 to get a customer then you have made a very poor commercial decision to not settle my claim.
Life is all about choices and the consequences of those choices made.
You could have chosen to honor what your salesperson told me in writing. The consequence of that would have been that my premiums already paid and those over the next three months would have covered the cost of my claim, after that you are making money and would have a happy customer, quite possibly for a number of years.
However you chose not to.
The consequence of that choice is that I now choose to cancel both my policies with you and whilst you will have made some money that all stops now and you have a very disgruntled customer who will tell anyone who asks to be very careful about the choices they make.
Perhaps you should do an analysis of the cost to you of losing a customer versus the cost of getting a customer. If it costs you more than R1800 to get a customer then you have made a very poor commercial decision to not settle my claim.
MM
Mark M's update06 Oct 2022, 17:42
Reviewer Update
Thank you for your reply.
Life is all about choices and the consequences of those choices made.
You could have chosen to honor what your salesperson told me in writing. The consequence of that would have been that my premiums already paid and those over the next three months would have covered the cost of my claim, after that you are making money and would have a happy customer, quite possibly for a number of years.
However you chose not to.
The consequence of that choice is that I now choose to cancel both my policies with you and whilst you will have made some money that all stops now and you have a very disgruntled customer who will tell anyone who asks to be very careful about the choices they make.
Perhaps you should do an analysis of the cost to you of losing a customer versus the cost of getting a customer. If it costs you more than R1800 to get a customer then you have made a very poor commercial decision to not settle my claim.
Life is all about choices and the consequences of those choices made.
You could have chosen to honor what your salesperson told me in writing. The consequence of that would have been that my premiums already paid and those over the next three months would have covered the cost of my claim, after that you are making money and would have a happy customer, quite possibly for a number of years.
However you chose not to.
The consequence of that choice is that I now choose to cancel both my policies with you and whilst you will have made some money that all stops now and you have a very disgruntled customer who will tell anyone who asks to be very careful about the choices they make.
Perhaps you should do an analysis of the cost to you of losing a customer versus the cost of getting a customer. If it costs you more than R1800 to get a customer then you have made a very poor commercial decision to not settle my claim.
Oneplan Insurance's replyOfficial
07 Oct 2022, 09:53Good day Mark,
Thank you for reaching out to us.
Upon investigation we discovered that an email was sent to the client querying the benefit that will cover the normal vet visits and sterilization, to which the agent rep**** by confirming that this will be covered under the day-to-day visit under the annual limit of R6500 with no excess.
The response from the sales consultant is by no means misleading nor is the response incorrect as the annual cover limit for Vet visits and the Pet Med Savings benefit is R6500. Sterilization for your fur-baby is covered under the day-to-day section specifically the Pet Med Savings feature up to its respective cover limit as it is a preventative care claim.
Kindly note that the policy schedule that was sent to your listed email address within 24 hours of initial sign-up, clearly states the benefits offered as well as the cover limits for each benefit. Clients have a 7-day cooling off period from the date of application. If a client discovers that they are unhappy with the product provided by the Insurer within this period, they have the option to cancel the policy within the 7-day cooling off period with no financial implications and if a premium was collected it will be refunded to the nominated bank account. If the request for cancellation was sent after the 7-day cooling off period there is a one (1) calendar month, (30 days) notice period that is required.
We encourage all our clients and potential clients to ensure that they; do understand all products available in the market; and perhaps approach their Financial Advisor for a factual comparison of products as hearsay may cause a consumer to make a decision based on inaccurate information.
We once again apologize for any inconvenience caused, we are sad to see you go, but we do hope to have you part of the Oneplan family again.
Kind Regards,
Oneplan
Thank you for reaching out to us.
Upon investigation we discovered that an email was sent to the client querying the benefit that will cover the normal vet visits and sterilization, to which the agent rep**** by confirming that this will be covered under the day-to-day visit under the annual limit of R6500 with no excess.
The response from the sales consultant is by no means misleading nor is the response incorrect as the annual cover limit for Vet visits and the Pet Med Savings benefit is R6500. Sterilization for your fur-baby is covered under the day-to-day section specifically the Pet Med Savings feature up to its respective cover limit as it is a preventative care claim.
Kindly note that the policy schedule that was sent to your listed email address within 24 hours of initial sign-up, clearly states the benefits offered as well as the cover limits for each benefit. Clients have a 7-day cooling off period from the date of application. If a client discovers that they are unhappy with the product provided by the Insurer within this period, they have the option to cancel the policy within the 7-day cooling off period with no financial implications and if a premium was collected it will be refunded to the nominated bank account. If the request for cancellation was sent after the 7-day cooling off period there is a one (1) calendar month, (30 days) notice period that is required.
We encourage all our clients and potential clients to ensure that they; do understand all products available in the market; and perhaps approach their Financial Advisor for a factual comparison of products as hearsay may cause a consumer to make a decision based on inaccurate information.
We once again apologize for any inconvenience caused, we are sad to see you go, but we do hope to have you part of the Oneplan family again.
Kind Regards,
Oneplan
Oneplan Insurance's reply07 Oct 2022, 09:53
Official
Good day Mark,
Thank you for reaching out to us.
Upon investigation we discovered that an email was sent to the client querying the benefit that will cover the normal vet visits and sterilization, to which the agent rep**** by confirming that this will be covered under the day-to-day visit under the annual limit of R6500 with no excess.
The response from the sales consultant is by no means misleading nor is the response incorrect as the annual cover limit for Vet visits and the Pet Med Savings benefit is R6500. Sterilization for your fur-baby is covered under the day-to-day section specifically the Pet Med Savings feature up to its respective cover limit as it is a preventative care claim.
Kindly note that the policy schedule that was sent to your listed email address within 24 hours of initial sign-up, clearly states the benefits offered as well as the cover limits for each benefit. Clients have a 7-day cooling off period from the date of application. If a client discovers that they are unhappy with the product provided by the Insurer within this period, they have the option to cancel the policy within the 7-day cooling off period with no financial implications and if a premium was collected it will be refunded to the nominated bank account. If the request for cancellation was sent after the 7-day cooling off period there is a one (1) calendar month, (30 days) notice period that is required.
We encourage all our clients and potential clients to ensure that they; do understand all products available in the market; and perhaps approach their Financial Advisor for a factual comparison of products as hearsay may cause a consumer to make a decision based on inaccurate information.
We once again apologize for any inconvenience caused, we are sad to see you go, but we do hope to have you part of the Oneplan family again.
Kind Regards,
Oneplan
Thank you for reaching out to us.
Upon investigation we discovered that an email was sent to the client querying the benefit that will cover the normal vet visits and sterilization, to which the agent rep**** by confirming that this will be covered under the day-to-day visit under the annual limit of R6500 with no excess.
The response from the sales consultant is by no means misleading nor is the response incorrect as the annual cover limit for Vet visits and the Pet Med Savings benefit is R6500. Sterilization for your fur-baby is covered under the day-to-day section specifically the Pet Med Savings feature up to its respective cover limit as it is a preventative care claim.
Kindly note that the policy schedule that was sent to your listed email address within 24 hours of initial sign-up, clearly states the benefits offered as well as the cover limits for each benefit. Clients have a 7-day cooling off period from the date of application. If a client discovers that they are unhappy with the product provided by the Insurer within this period, they have the option to cancel the policy within the 7-day cooling off period with no financial implications and if a premium was collected it will be refunded to the nominated bank account. If the request for cancellation was sent after the 7-day cooling off period there is a one (1) calendar month, (30 days) notice period that is required.
We encourage all our clients and potential clients to ensure that they; do understand all products available in the market; and perhaps approach their Financial Advisor for a factual comparison of products as hearsay may cause a consumer to make a decision based on inaccurate information.
We once again apologize for any inconvenience caused, we are sad to see you go, but we do hope to have you part of the Oneplan family again.
Kind Regards,
Oneplan
MM
Mark M's updateReviewer Update
07 Oct 2022, 10:07Thank you for your reply.
It is misleading, what you fail to notice is that your agent doesn't mention sterilisation under their comments about the pet med savings. The harsh reality is that if I had been told that it was only under the pet med savings part of the scheme then the likelihood of me taking out the policy would have been greatly reduced.
To add insult to injury when I went to the vet to use the R750 I got a message to say the funds have been withdrawn so now it appears that you won't honour what your policy says let alone what your agent has imp****.
You say you are sad to see me go but your actions don't reflect that at all.
This is some of the worst customer service I have ever experienced.
It is misleading, what you fail to notice is that your agent doesn't mention sterilisation under their comments about the pet med savings. The harsh reality is that if I had been told that it was only under the pet med savings part of the scheme then the likelihood of me taking out the policy would have been greatly reduced.
To add insult to injury when I went to the vet to use the R750 I got a message to say the funds have been withdrawn so now it appears that you won't honour what your policy says let alone what your agent has imp****.
You say you are sad to see me go but your actions don't reflect that at all.
This is some of the worst customer service I have ever experienced.
MM
Mark M's update07 Oct 2022, 10:07
Reviewer Update
Thank you for your reply.
It is misleading, what you fail to notice is that your agent doesn't mention sterilisation under their comments about the pet med savings. The harsh reality is that if I had been told that it was only under the pet med savings part of the scheme then the likelihood of me taking out the policy would have been greatly reduced.
To add insult to injury when I went to the vet to use the R750 I got a message to say the funds have been withdrawn so now it appears that you won't honour what your policy says let alone what your agent has imp****.
You say you are sad to see me go but your actions don't reflect that at all.
This is some of the worst customer service I have ever experienced.
It is misleading, what you fail to notice is that your agent doesn't mention sterilisation under their comments about the pet med savings. The harsh reality is that if I had been told that it was only under the pet med savings part of the scheme then the likelihood of me taking out the policy would have been greatly reduced.
To add insult to injury when I went to the vet to use the R750 I got a message to say the funds have been withdrawn so now it appears that you won't honour what your policy says let alone what your agent has imp****.
You say you are sad to see me go but your actions don't reflect that at all.
This is some of the worst customer service I have ever experienced.
Oneplan Insurance's replyOfficial
07 Oct 2022, 10:43Good day Mark,
Thank you for reaching out to us.
Kindly note 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.
For day-to-day claims, funds are loaded within 60 seconds onto the Onecard, the system will pull the funds back if the funds are not utilized within 24 - 48 hours. Clients are still able to load new 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.
We have since proceeded to reload the R750 for the Pet Med Savings benefit onto your Onecard, the funds are available for you to utilize.
Kind Regards,
Oneplan
Thank you for reaching out to us.
Kindly note 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.
For day-to-day claims, funds are loaded within 60 seconds onto the Onecard, the system will pull the funds back if the funds are not utilized within 24 - 48 hours. Clients are still able to load new 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.
We have since proceeded to reload the R750 for the Pet Med Savings benefit onto your Onecard, the funds are available for you to utilize.
Kind Regards,
Oneplan
Oneplan Insurance's reply07 Oct 2022, 10:43
Official
Good day Mark,
Thank you for reaching out to us.
Kindly note 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.
For day-to-day claims, funds are loaded within 60 seconds onto the Onecard, the system will pull the funds back if the funds are not utilized within 24 - 48 hours. Clients are still able to load new 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.
We have since proceeded to reload the R750 for the Pet Med Savings benefit onto your Onecard, the funds are available for you to utilize.
Kind Regards,
Oneplan
Thank you for reaching out to us.
Kindly note 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.
For day-to-day claims, funds are loaded within 60 seconds onto the Onecard, the system will pull the funds back if the funds are not utilized within 24 - 48 hours. Clients are still able to load new 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.
We have since proceeded to reload the R750 for the Pet Med Savings benefit onto your Onecard, the funds are available for you to utilize.
Kind Regards,
Oneplan