1 reviews | Active since Jun 2022
Terrible experience today with Oneplan
Truly appalling service from Oneplan Pet Insurance today...
I pay R585 a month to insure my 2 dogs and I have been a loyal customer for over 2 years now. Fair enough they have a 14 day policy and I understand the legalities behind these policies and that they are not obliged to pay out our claim but things happen and there is sometimes a need for discrepancy in certain situations.
Our dog Bailey sprained her paw and we took her to the vet on the 2nd of January, then last night she ripped her nail out. To wait the 14 days means our dog is in pain and runs the risk of infection. It is an entirely separate problem from the first. I don't actually care what the policy says, sometimes discretion is necessary and for a loyal paying customer who has never given any issues and who has paid a lot more money than they have ever claimed I do expect them to bend the rules under these circumstances.
Policy aside we were also informed that they would make an exception under the circumstances and load the funds. Only for the story to change once we actually used our card to pay the vet fees.
These immoral insurance companies hide behind arbitrary and unnecessarily complicated policies to get out of providing the service they advertise.
I could not recommend Oneplan any less and we will be canceling our policy with them.
Thank you for taking our call earlier and allowing us the opportunity to further assist you.
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.
As per our telephonic conversation, kindly note that your fur-baby receives 4 Casualty visits per year. A Vet consultation, prescribed medication, pathology, radiology, and medically justifiable dentistry, minor procedures, and treatments or diagnostic tests will be covered under the Casualty benefit up to the respective cover limit.
You may claim for a Casualty event up to the claim limit per event with a fourteen (14) day waiting period between the initial event and the next event, However, you may claim for follow-up visits for the same event until the event limit has been reached within a period of 14 days ‐ for example, if your limit is R500 and your previous claim was only for R250, you can still claim another R250 for the follow-up vet visit for the same issue. You may not claim for the same event under a new cover within the fourteen (14) day waiting period.
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. 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 proceeded to send an email to your listed email address, 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 our call earlier and allowing us the opportunity to further assist you.
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.
As per our telephonic conversation, kindly note that your fur-baby receives 4 Casualty visits per year. A Vet consultation, prescribed medication, pathology, radiology, and medically justifiable dentistry, minor procedures, and treatments or diagnostic tests will be covered under the Casualty benefit up to the respective cover limit.
You may claim for a Casualty event up to the claim limit per event with a fourteen (14) day waiting period between the initial event and the next event, However, you may claim for follow-up visits for the same event until the event limit has been reached within a period of 14 days ‐ for example, if your limit is R500 and your previous claim was only for R250, you can still claim another R250 for the follow-up vet visit for the same issue. You may not claim for the same event under a new cover within the fourteen (14) day waiting period.
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. 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 proceeded to send an email to your listed email address, 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