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Tau M

1 reviews | Active since Apr 2017

27 Dec 2025, 15:59

STAY AWAY FROM ONEPLAN PET INSURANCE

During the past week I have tried getting important info from Oneplan pet insurance as I needed to urgently take my fur kiddo to the vet.

My request to load money onto my card was ignored as they informed me, after numerous attempts to load money, that I owed R154 which I was never made aware of before the error occurred.

I then paid the outstanding amount and sent the POP and was then asked to pay a further R26. I told them that I will be happy to pay as soon as I receive an updated statement of all payments made by me to Oneplan so I could see what was missing and since when as I always pay my account on time.

I have now had to ask 4 times and Oneplan is not providing me with the info I have requested. I am also not able to load funds for my Mia to go to the doctor. This makes me wonder if they even have an idea of what I have paid and if I even owed anything.

My payment to them per month is over R550 and it is always paid on time and in full.

This is terribly poor service.

I have tried reaching out to them on email (6 emails) and whatsapp (4 different conversations) and end up waiting for more than 46minutes for a response on the chat line, if they even bother responding.

This is terrible and I am appalled at their service.

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Replies (1)
Oneplan Insurance
Oneplan Insurance's reply28 Dec 2025, 10:40
Official
Dear Tau, 

Thank you for taking the time to share your feedback. 

We acknowledge your dissatisfaction and regret the frustration you experienced. However, following a comprehensive review of your complaint, we find it necessary to clarify the facts surrounding the outstanding balance on your policy. 

The outstanding amount on your policy was not related to your monthly premium, but rather to a rejected portion of a claim. An amount of R154.00 was required to recover a rejected amount linked to a Casualty claim dated 04 June 2025. Notification of this rejected amount was sent via SMS to the registered contact number on 13 June 2025. Further SMS notifications were sent on 07 July 2025, 14 July 2025, and 21 July 2025, clearly advising of the outstanding amount of R154.00 and providing the correct payment reference to be used. 

On 05 August 2025, a payment of R100.00 was received; however, an incorrect reference was used. The reference app**** related to a cancelled policy, which resulted in a delay in allocation. Once identified, the payment was manually allocated to the active policy on 06 August 2025, leaving an outstanding balance of R54.00. 

The remaining R54.00 was paid on 22 December 2025, again using an incorrect reference linked to a cancelled policy. Upon reflection of the payment, it was manually allocated on 24 December 2025, at which point the rejected claim amount was fully recovered. 

Please note that when there is a rejected claim amount on a policy, no new claims can be loaded or funded until the rejected amount has been settled in full. This is the reason you were unable to load additional claims during this period. 

Should you have paid for a claim out of pocket and wish to request a refund, please submit the detailed invoice and proof of payment to ***, ensuring that your policy number or ID number is included in the subject line. The claims team will assess the submission and provide formal feedback. 

In your email, please clearly indicate whether you would like the claim assessed for a bank refund or a refund to your Oneplan claims card. Kindly note that all refunds are subject to the applicable benefit limits as per your selected plan. 

We trust the above clarifies the matter. 

Kind regards, 
Oneplan.