BS
Bronwen S
1 reviews | Active since Apr 2017
15 Sept 2023, 13:41
Terrible customer service.
After speaking to a consultant before signing up with Oneplan, she assured me my dog's sterilisation would be covered on the plan I was signing up for. After the sterilisation and paying for the procedure, they sent me an email telling me I owe them money. I have been trying for days to cancel this policy and sent numerous emails, only to be ignored and not replying to my emails.
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Oneplan Insurance's replyOfficial
15 Sept 2023, 16:47Good day Bronwen,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience which has been caused and for the circumstances under which your Hellopeter posting has reached us as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have attempted to contact you on the listed number; however, it was to no avail.
Kindly note that the Pet Med Savings benefit on the Classic plan is a day-to-day benefit and may be used towards preventative care claims for your insured pet which includes voluntary sterilization and vaccinations. The pet med savings benefit offers clients assistance in the event that clients choose to sterilize their fur babies up to a cover limit of R750 per pet covered on the Classic plan. Should clients request more cover, they can choose to add on the Pet Med Booster which offers an additional R750 towards preventative care claims.
Records on our system confirm that your fur-baby Oliver is covered on the Classic plan which covers voluntary sterilization under the Pet Med Savings benefit up to the respective cover limit of R750, however, some of the Pet Med Savings funds were utilized in June 2023 which resulted in us approving the sterilization claim for the balance of the Pet Med Savings benefit. Kindly note that should the vet bill exceed the cover limit, unfortunately, the client will be liable for the difference as claims are paid up to the respective cover limits and once the annual cover limit has been exceeded the cover limit benefit will renew 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, 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.
Kindly provide us with a suitable time or an alternate contact number to contact you as we would like to provide you with more clarity on the above matter.
Looking forward to hearing from you soon.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience which has been caused and for the circumstances under which your Hellopeter posting has reached us as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have attempted to contact you on the listed number; however, it was to no avail.
Kindly note that the Pet Med Savings benefit on the Classic plan is a day-to-day benefit and may be used towards preventative care claims for your insured pet which includes voluntary sterilization and vaccinations. The pet med savings benefit offers clients assistance in the event that clients choose to sterilize their fur babies up to a cover limit of R750 per pet covered on the Classic plan. Should clients request more cover, they can choose to add on the Pet Med Booster which offers an additional R750 towards preventative care claims.
Records on our system confirm that your fur-baby Oliver is covered on the Classic plan which covers voluntary sterilization under the Pet Med Savings benefit up to the respective cover limit of R750, however, some of the Pet Med Savings funds were utilized in June 2023 which resulted in us approving the sterilization claim for the balance of the Pet Med Savings benefit. Kindly note that should the vet bill exceed the cover limit, unfortunately, the client will be liable for the difference as claims are paid up to the respective cover limits and once the annual cover limit has been exceeded the cover limit benefit will renew 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, 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.
Kindly provide us with a suitable time or an alternate contact number to contact you as we would like to provide you with more clarity on the above matter.
Looking forward to hearing from you soon.
Kind Regards,
Oneplan
Oneplan Insurance's reply15 Sept 2023, 16:47
Official
Good day Bronwen,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience which has been caused and for the circumstances under which your Hellopeter posting has reached us as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have attempted to contact you on the listed number; however, it was to no avail.
Kindly note that the Pet Med Savings benefit on the Classic plan is a day-to-day benefit and may be used towards preventative care claims for your insured pet which includes voluntary sterilization and vaccinations. The pet med savings benefit offers clients assistance in the event that clients choose to sterilize their fur babies up to a cover limit of R750 per pet covered on the Classic plan. Should clients request more cover, they can choose to add on the Pet Med Booster which offers an additional R750 towards preventative care claims.
Records on our system confirm that your fur-baby Oliver is covered on the Classic plan which covers voluntary sterilization under the Pet Med Savings benefit up to the respective cover limit of R750, however, some of the Pet Med Savings funds were utilized in June 2023 which resulted in us approving the sterilization claim for the balance of the Pet Med Savings benefit. Kindly note that should the vet bill exceed the cover limit, unfortunately, the client will be liable for the difference as claims are paid up to the respective cover limits and once the annual cover limit has been exceeded the cover limit benefit will renew 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, 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.
Kindly provide us with a suitable time or an alternate contact number to contact you as we would like to provide you with more clarity on the above matter.
Looking forward to hearing from you soon.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience which has been caused and for the circumstances under which your Hellopeter posting has reached us as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have attempted to contact you on the listed number; however, it was to no avail.
Kindly note that the Pet Med Savings benefit on the Classic plan is a day-to-day benefit and may be used towards preventative care claims for your insured pet which includes voluntary sterilization and vaccinations. The pet med savings benefit offers clients assistance in the event that clients choose to sterilize their fur babies up to a cover limit of R750 per pet covered on the Classic plan. Should clients request more cover, they can choose to add on the Pet Med Booster which offers an additional R750 towards preventative care claims.
Records on our system confirm that your fur-baby Oliver is covered on the Classic plan which covers voluntary sterilization under the Pet Med Savings benefit up to the respective cover limit of R750, however, some of the Pet Med Savings funds were utilized in June 2023 which resulted in us approving the sterilization claim for the balance of the Pet Med Savings benefit. Kindly note that should the vet bill exceed the cover limit, unfortunately, the client will be liable for the difference as claims are paid up to the respective cover limits and once the annual cover limit has been exceeded the cover limit benefit will renew 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, 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.
Kindly provide us with a suitable time or an alternate contact number to contact you as we would like to provide you with more clarity on the above matter.
Looking forward to hearing from you soon.
Kind Regards,
Oneplan