1 reviews | Active since Nov 2023
Stay away!!
****mers. Im not someone to complain very easily but here is my story…
I have been paying them for 3 years for their hospital plan. About a month ago my cat got hit by a car and broke her pelvis. She was hospitalised for 4 days and she had to stay very still in a crate for 3 weeks. Im happy to say she has fully recovered but with absolutely no help from Oneplan.
Upon admission, i was informed that i need to pay everything out of my pocket and then claim it all back once she can come home. Why did you people send me a debit card and say i can load funds on it if i was not able to do so??? So i had to sell belongings to help my baby.
I then followed all procedures and sent through my claim to be told it will take 7-14 working days before they will get back to me… 🙄 okay….?
Their communication is terrible by the way, i sent multiple e-mails that remain unanswered.
When they got back to me i was informed that my claim does not comply with the “Admission Matrix”…. The vet didn’t even know what it meant, how should I? So they decided not to pay out.
They then have the nerve to try and debit my account after I cancelled my policy with immediate effect.
I decided to finally call them after they said they would escalate the matter to management. (Which they didn’t)
Apparently they won’t pay out because they didn’t have to operate on her. No surgery was involved.
People, that is an absolutely pathetic excuse. I don’t even care that you said it was clearly stated in the terms and conditions of the policy because what the hell use is a hospital plan if it will not help me when my animals have been hospitalised??? Regardless of what procedures were necessary, clinical or not!!
As promised in my very angry e-mails, i will do everything i can to make sure people know that this is a bull**** insurance company!
Do not trust these people.
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 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. We do have your fur-babies best interest at heart and wish that she has a speedy recovery.
We have attempted to contact you on the listed number; however, it was to no avail.
Kindly note that payments for in-hospital claims can be made directly to participating Vets who have a signed agreement with us. However, if a Vet requires upfront payment from the client, we will process a refund once the claim has been approved and finalized. Day-to-day claims can be loaded onto the Onecard and paid upfront at the Vet.
For a claim to be reviewed under In-Hospital Admission we will require a completed claims form from the vet and the invoice must reflect details of an In-Hospital corrective procedure. If the invoice does not reflect a corrective procedure, it will be covered under the Casualty benefit up to the respective cover limits that are available on the Classic and Super plan, as this is in line with our policy terms and conditions. All in-hospital claims must meet our admission matrix which is found in your 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.
The claim is currently being reviewed by our in-hospital team and we will revert to you with the relevant feedback.
Once again, we apologize for the inconvenience caused and we hope to restore the experience.
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 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. We do have your fur-babies best interest at heart and wish that she has a speedy recovery.
We have attempted to contact you on the listed number; however, it was to no avail.
Kindly note that payments for in-hospital claims can be made directly to participating Vets who have a signed agreement with us. However, if a Vet requires upfront payment from the client, we will process a refund once the claim has been approved and finalized. Day-to-day claims can be loaded onto the Onecard and paid upfront at the Vet.
For a claim to be reviewed under In-Hospital Admission we will require a completed claims form from the vet and the invoice must reflect details of an In-Hospital corrective procedure. If the invoice does not reflect a corrective procedure, it will be covered under the Casualty benefit up to the respective cover limits that are available on the Classic and Super plan, as this is in line with our policy terms and conditions. All in-hospital claims must meet our admission matrix which is found in your 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.
The claim is currently being reviewed by our in-hospital team and we will revert to you with the relevant feedback.
Once again, we apologize for the inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan