MV
Marisa V
1 reviews | Active since Feb 2023
01 Jul 2023, 07:14
Taking my money account blocked
I have Oneplan pet insurance that I don’t use even. But like clockwork they take my premium on the 1st of the month. This month there was even an increase that was not communicated a whole R120 up. Yesterday I phoned to check on dental care and they say I have this but my account is blocked because I did not submit an invoice for a 5 in 1 injection my dog had. My frustration is they never told me my account is on hold yet they take my monthly premium like clockwork I am very upset and frustrated would not recommend oneplan pet insurance I am canceling after this month
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Oneplan Insurance's replyOfficial
01 Jul 2023, 11:42Good day Marisa,
Thank you for taking the time to bring this to our attention.
Thank you for taking the time to bring this to our attention.
We apologize for any inconvenience which has been caused and for the circumstances under which your Hellopeter posting has reached us. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value you as our client.
Our policy standard increase happens annually. The Oneplan brand inspires confidence in its ability to provide value for money. Regrettably, we are from time to time pressed to increase our premiums to keep up with inflation and medical costs, which in turn enables us to be there for you and your fur-baby when you need us the most. Please note that when an increase is declared, it includes several considerations and the increase is based on the individual risk profile for each pet on the policy
Upon investigation, we discovered that communication was sent to your listed email address regarding the premium increase for July 2023 on the 29th of May 2023. As of the 1st of July 2023, your premium will increase by R 86.88 and not R120. Kindly note that only R86.88 was added and debited correctly with your monthly premium.
Records on the system confirm that the Pet Med savings benefit was utilized and communication was sent to your listed email address in April confirming that we require a detailed invoice in order for the claim to be processed.
Once the funds have been utilized for any day-to-day benefit, we will require the detailed invoice for the claim to be finalized. As per our policy terms and conditions, it is the responsibility of the client to ensure that the claim invoices have been submitted to us. Should you wish to load funds for another day-to-day claim, we would require the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds onto your Onecard. Should we not receive a detailed invoice in order for the claim to be finalized, a non-premium balance will reflect on the policy. A non-premium balance is an amount that is due to Oneplan, this amount needs to be settled before any new claims can be loaded.
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.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Oneplan Insurance's reply01 Jul 2023, 11:42
Official
Good day Marisa,
Thank you for taking the time to bring this to our attention.
Thank you for taking the time to bring this to our attention.
We apologize for any inconvenience which has been caused and for the circumstances under which your Hellopeter posting has reached us. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value you as our client.
Our policy standard increase happens annually. The Oneplan brand inspires confidence in its ability to provide value for money. Regrettably, we are from time to time pressed to increase our premiums to keep up with inflation and medical costs, which in turn enables us to be there for you and your fur-baby when you need us the most. Please note that when an increase is declared, it includes several considerations and the increase is based on the individual risk profile for each pet on the policy
Upon investigation, we discovered that communication was sent to your listed email address regarding the premium increase for July 2023 on the 29th of May 2023. As of the 1st of July 2023, your premium will increase by R 86.88 and not R120. Kindly note that only R86.88 was added and debited correctly with your monthly premium.
Records on the system confirm that the Pet Med savings benefit was utilized and communication was sent to your listed email address in April confirming that we require a detailed invoice in order for the claim to be processed.
Once the funds have been utilized for any day-to-day benefit, we will require the detailed invoice for the claim to be finalized. As per our policy terms and conditions, it is the responsibility of the client to ensure that the claim invoices have been submitted to us. Should you wish to load funds for another day-to-day claim, we would require the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds onto your Onecard. Should we not receive a detailed invoice in order for the claim to be finalized, a non-premium balance will reflect on the policy. A non-premium balance is an amount that is due to Oneplan, this amount needs to be settled before any new claims can be loaded.
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.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan