KS
Kim S
1 reviews | Active since May 2021
27 Mar 2023, 11:48
Terrible service - do not recommend
I wouldn't even give a star. My cat was taken to the vet after hours and OnePlan said they will cover it as a day to day expense and not an accident. I was disappointed that after 3years with the company they would not look after their client. I had to cover the outstanding amount which was an astronomical amount. I am not happy and Do NOT NOT RECOMMEND OnePlan they are not do not care for their clients.
Helpful (0)
Replies (3)0
Replies (3)
Oneplan Insurance's replyOfficial
27 Mar 2023, 14:52Good day Kim,
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We sincerely apologize for the inconvenience caused and the circumstances under which your Hellopeter posting has reached. 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.
We sincerely apologize for the inconvenience caused and the circumstances under which your Hellopeter posting has reached. 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.
Upon investigation, we discovered that the services rendered on the invoice were after-hours consultation, diagnostic tests, and medication. Kindly note that these services fall under the day-to-day benefit on the Classic and Super plan up to the respective cover limits as this is in line with our policy terms and conditions.
According to our policy schedule under the heading "What is Not Covered" on the Oneplan Pet Hospital Admission Cover Section (point 2) it states, Admission and/or hospitalization exclusively for diagnostic procedures, monitoring, and/or observing is not covered under the in-hospital benefit, however, this will be covered under the day-to-day benefits.
Should a diagnostic procedure result in a confirmed diagnosis the cost of the in-hospital corrective procedure can be reviewed under the authorized Hospital admission cover limit. Kindly note that 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. 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.
As per our telephonic conversation, we have escalated the matter to the relevant department, and one of our consultants will be in contact with you.
Once again, we apologize for any inconvenience caused.
As per our telephonic conversation, we have escalated the matter to the relevant department, and one of our consultants will be in contact with you.
Once again, we apologize for any inconvenience caused.
Kind Regards,
Oneplan
Oneplan Insurance's reply27 Mar 2023, 14:52
Official
Good day Kim,
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We sincerely apologize for the inconvenience caused and the circumstances under which your Hellopeter posting has reached. 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.
We sincerely apologize for the inconvenience caused and the circumstances under which your Hellopeter posting has reached. 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.
Upon investigation, we discovered that the services rendered on the invoice were after-hours consultation, diagnostic tests, and medication. Kindly note that these services fall under the day-to-day benefit on the Classic and Super plan up to the respective cover limits as this is in line with our policy terms and conditions.
According to our policy schedule under the heading "What is Not Covered" on the Oneplan Pet Hospital Admission Cover Section (point 2) it states, Admission and/or hospitalization exclusively for diagnostic procedures, monitoring, and/or observing is not covered under the in-hospital benefit, however, this will be covered under the day-to-day benefits.
Should a diagnostic procedure result in a confirmed diagnosis the cost of the in-hospital corrective procedure can be reviewed under the authorized Hospital admission cover limit. Kindly note that 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. 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.
As per our telephonic conversation, we have escalated the matter to the relevant department, and one of our consultants will be in contact with you.
Once again, we apologize for any inconvenience caused.
As per our telephonic conversation, we have escalated the matter to the relevant department, and one of our consultants will be in contact with you.
Once again, we apologize for any inconvenience caused.
Kind Regards,
Oneplan
KS
Kim S's updateReviewer Update
27 Mar 2023, 15:04It still does not explain how inhumane OnePlan is. You do not care for your customers
I was not going to publicly post this however oneplan also double debits my account.
For those reading check your debit orders!
Disgusting service provider
I was not going to publicly post this however oneplan also double debits my account.
For those reading check your debit orders!
Disgusting service provider
KS
Kim S's update27 Mar 2023, 15:04
Reviewer Update
It still does not explain how inhumane OnePlan is. You do not care for your customers
I was not going to publicly post this however oneplan also double debits my account.
For those reading check your debit orders!
Disgusting service provider
I was not going to publicly post this however oneplan also double debits my account.
For those reading check your debit orders!
Disgusting service provider
Oneplan Insurance's replyOfficial
27 Mar 2023, 16:01Good day Kim,
Thank you for reaching out to us and for allowing us the opportunity to further assist.
As per our telephonic conversation, we are currently investigating the matter and we will revert to you with the relevant feedback.
Kind Regards,
Oneplan
Thank you for reaching out to us and for allowing us the opportunity to further assist.
As per our telephonic conversation, we are currently investigating the matter and we will revert to you with the relevant feedback.
Kind Regards,
Oneplan
Oneplan Insurance's reply27 Mar 2023, 16:01
Official
Good day Kim,
Thank you for reaching out to us and for allowing us the opportunity to further assist.
As per our telephonic conversation, we are currently investigating the matter and we will revert to you with the relevant feedback.
Kind Regards,
Oneplan
Thank you for reaching out to us and for allowing us the opportunity to further assist.
As per our telephonic conversation, we are currently investigating the matter and we will revert to you with the relevant feedback.
Kind Regards,
Oneplan