KB
Kayleigh B
1 reviews | Active since Jan 2020
31 Aug 2026, 09:11
Stay Away!
I have been with Oneplans pet insurance since 2020. I have never missed a payment. I have used their service a handful of times. The whole point of having their services is because I have Dachshunds so of course they're prone to IVDD. So I did the responsible thing to get pet insurance. Believe me, I questioned Oneplan to ensure that they will cover any costs if this is to happen to one of my dogs, they assured me that all will be in order. So unfortunately I am now facing the issue of one my babies having IVDD. He has been diagnosed, he has seen the vet which I paid. Now I sit with the diagnosis that my dog needs to have an MRI done asap because it's a shotgun disc, which means he has such a good chance of preventing paralysis if treated quickly. He isn't dragging his legs, very early stages, completely preventable at this stage. As I said he has been diagnosed, the MRI is part of the treatment going forward. He will be hospitalized for this MRI of course so this is part of TREATMENT. This scan is R12k btw. Oneplan will not cover this. A completely preventable scenario right now. A very high chance of recovery. Oneplan rejects the MRI even though it is an in hospital TREATMENT as he has already been diagnosed.
So the whole point of my rant here is that please, if you're joining oneplan for the same reason I did. DON'T! They do not cover anything. The hand full of times I've tried to claim, they have always had an excuse. There is always something wrong. Their call centre phones you after complaining only to belittle you. They have absolutely no people skill or compassion. In all honesty I don't even know what I've been paying for because as I said, they have an issue paying anything and will do their utmost best to not help you.
Please stay away if you think they will help you when you really need it. They will cover small things like a 1 day sickness your pet has but other than that, I wouldn't count on them.
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Replies (3)
Oneplan Insurance's replyOfficial
31 Aug 2026, 09:19Dear Kayleigh,
Thank you for taking the time to share your concerns with us.
Thank you for taking the time to share your concerns with us.
We understand how distressing it is when a beloved pet is diagnosed with a condition such as IVDD, and we appreciate the urgency and concern surrounding your pet's treatment.
Please note that your claim was reviewed fairly and in accordance with the policy terms and conditions and the clinical information provided. Based on the documentation received, only diagnostic investigations were being performed at the time of the claim, with no admission-related treatment procedure having taken place.
As a result, the MRI falls under diagnostic testing and does not qualify for payment under the Hospital Benefit. The Hospital Benefit is applicable when there is a covered hospital admission and qualifying treatment or procedure, subject to the policy terms and conditions.
We appreciate that this outcome may not be what you expected, however claims are assessed consistently against the policy benefits and cover provisions applicable to the selected plan.
Thank you for your feedback and for bringing your concerns to our attention, and we hope this clarifies the matter.
Kind regards,
Oneplan.
Kind regards,
Oneplan.
Oneplan Insurance's reply31 Aug 2026, 09:19
Official
Dear Kayleigh,
Thank you for taking the time to share your concerns with us.
Thank you for taking the time to share your concerns with us.
We understand how distressing it is when a beloved pet is diagnosed with a condition such as IVDD, and we appreciate the urgency and concern surrounding your pet's treatment.
Please note that your claim was reviewed fairly and in accordance with the policy terms and conditions and the clinical information provided. Based on the documentation received, only diagnostic investigations were being performed at the time of the claim, with no admission-related treatment procedure having taken place.
As a result, the MRI falls under diagnostic testing and does not qualify for payment under the Hospital Benefit. The Hospital Benefit is applicable when there is a covered hospital admission and qualifying treatment or procedure, subject to the policy terms and conditions.
We appreciate that this outcome may not be what you expected, however claims are assessed consistently against the policy benefits and cover provisions applicable to the selected plan.
Thank you for your feedback and for bringing your concerns to our attention, and we hope this clarifies the matter.
Kind regards,
Oneplan.
Kind regards,
Oneplan.
KB
Kayleigh B's updateReviewer Update
31 Aug 2026, 10:47As I stated and as you have proven. You guys will make any excuse to not pay anything. Oneplan assured me everything related to IVDD would be covered on this policy when I originally joined. When I downgraded my plan, I was assured that the only thing I'd be losing is the vet visit benefits. If my pet is hospitalised, EVERYTHING would still be covered. Now 6 years of paying you guys and unfortunately needing the plan I was assured would cover everything has an excuse to say an MRI is to diagnose? The diagnoses is there, the MRI is the first step of TREATMENT in HOSPITAL. But anyways, thank you for proving my point. This is to warn every single person signing up to your terrible insurance that if they're signing up in hopes of having their pet covered in a situation that I am currently in, which is the ONLY reason I signed up with you guys, please rather save your money. Open a savings account and rather put money in there every month than pay this useless and quite frankly, ridiculously priced insurance. Do not listen to Oneplan when they tell you yes we will cover it, trust me, they will find some excuse not to cover it. They will give you very nice stories about how they do this and that and then come the invoice they will tell you some ridiculous story as to why they won't cover it. Vet probably didn't use the correct needle or something so the claim can't be covered. Please explain to me how the MRI is to get a diagnosis when the diagnosis has already been done? Because as far as you guys promise on my hospital plan, everything in hospital will be covered? So even if this is a diagnosis as you insist it's still being done in hospital. So are you telling me that if my dog ends up in hospital and we don't know what is wrong, nothing is covered? So if my pet has to stay in hospital and have tests done, that's not covered? I think that should be clearly stated if that is the case. It is still an in hospital procedure part of treatment for the IVDD in which my pet has already been diagnosed with? So are you telling me, you state there that for my claim to be considered under my policy, I need a treatment plan. THIS IS THE TREATMENT PLAN! He has been diagnosed.
But yes, Oneplan is very professional at arguing with their customers. So if you would like to feel a bit frustrated every now and then, sign up! Because trust me, everything they tell you is too good to be true and they're extremely convincing.
But yes, Oneplan is very professional at arguing with their customers. So if you would like to feel a bit frustrated every now and then, sign up! Because trust me, everything they tell you is too good to be true and they're extremely convincing.
KB
Kayleigh B's update31 Aug 2026, 10:47
Reviewer Update
As I stated and as you have proven. You guys will make any excuse to not pay anything. Oneplan assured me everything related to IVDD would be covered on this policy when I originally joined. When I downgraded my plan, I was assured that the only thing I'd be losing is the vet visit benefits. If my pet is hospitalised, EVERYTHING would still be covered. Now 6 years of paying you guys and unfortunately needing the plan I was assured would cover everything has an excuse to say an MRI is to diagnose? The diagnoses is there, the MRI is the first step of TREATMENT in HOSPITAL. But anyways, thank you for proving my point. This is to warn every single person signing up to your terrible insurance that if they're signing up in hopes of having their pet covered in a situation that I am currently in, which is the ONLY reason I signed up with you guys, please rather save your money. Open a savings account and rather put money in there every month than pay this useless and quite frankly, ridiculously priced insurance. Do not listen to Oneplan when they tell you yes we will cover it, trust me, they will find some excuse not to cover it. They will give you very nice stories about how they do this and that and then come the invoice they will tell you some ridiculous story as to why they won't cover it. Vet probably didn't use the correct needle or something so the claim can't be covered. Please explain to me how the MRI is to get a diagnosis when the diagnosis has already been done? Because as far as you guys promise on my hospital plan, everything in hospital will be covered? So even if this is a diagnosis as you insist it's still being done in hospital. So are you telling me that if my dog ends up in hospital and we don't know what is wrong, nothing is covered? So if my pet has to stay in hospital and have tests done, that's not covered? I think that should be clearly stated if that is the case. It is still an in hospital procedure part of treatment for the IVDD in which my pet has already been diagnosed with? So are you telling me, you state there that for my claim to be considered under my policy, I need a treatment plan. THIS IS THE TREATMENT PLAN! He has been diagnosed.
But yes, Oneplan is very professional at arguing with their customers. So if you would like to feel a bit frustrated every now and then, sign up! Because trust me, everything they tell you is too good to be true and they're extremely convincing.
But yes, Oneplan is very professional at arguing with their customers. So if you would like to feel a bit frustrated every now and then, sign up! Because trust me, everything they tell you is too good to be true and they're extremely convincing.
KB
Just something to add from the policy plan since you insist that the vet visit and written letter stating the diagnosis of my pet doesn’t constitute the MRI being a treatment plan. This surely highlights that if the MRI is a diagnosis procedure and it does diagnosis my pet, you should cover it. ALSO considering that my pet does need to be hospitalised to perform the MRI so he will be in hospital of course.
Kayleigh B's updateReviewer Update
31 Aug 2026, 22:41- Should a diagnostic procedure result in a confirmed diagnosis and treatment plan the cost of the procedure will be covered under the authorised in Hospital admission limit.
Just something to add from the policy plan since you insist that the vet visit and written letter stating the diagnosis of my pet doesn’t constitute the MRI being a treatment plan. This surely highlights that if the MRI is a diagnosis procedure and it does diagnosis my pet, you should cover it. ALSO considering that my pet does need to be hospitalised to perform the MRI so he will be in hospital of course.
KB
Kayleigh B's update31 Aug 2026, 22:41
Reviewer Update
- Should a diagnostic procedure result in a confirmed diagnosis and treatment plan the cost of the procedure will be covered under the authorised in Hospital admission limit.
Just something to add from the policy plan since you insist that the vet visit and written letter stating the diagnosis of my pet doesn’t constitute the MRI being a treatment plan. This surely highlights that if the MRI is a diagnosis procedure and it does diagnosis my pet, you should cover it. ALSO considering that my pet does need to be hospitalised to perform the MRI so he will be in hospital of course.