AS
Amith S
1 reviews | Active since Mar 2009
08 May 2024, 15:49
Terrible service from one plan
I submitted a claim on the 23rd of April. I received a reference number and heard nothing since. I called the call center and spoke to a pet claims person. I gave him my information, and he said he will put me back to the pet claim person. I get bounced around, eventually only to be told, there was not vet stamp on the claim form. No body told me this. The vets invoice was attached though, so... do they think its made up? Normally I receive excellent service from Oneplan, this time it was terrible
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Replies (4)
Oneplan Insurance's replyOfficial
08 May 2024, 16:27Dear Amith,
Thank you for taking the time to bring this to our attention.
From the outset, we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for any inconvenience caused. It is deeply concerning the circumstances under which your Hellopeter posting has reached us. Customer service is our number one priority, and this is not the level of service we aim to provide our clients with. Please rest assured that this matter will be investigated, as we do value you as our client.
Kindly note that the turnaround time for day-to-day claims to be processed is between 48 - 72 working hours, and 30 working days for in-hospital claims to be processed.
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
Thank you for taking the time to bring this to our attention.
From the outset, we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for any inconvenience caused. It is deeply concerning the circumstances under which your Hellopeter posting has reached us. Customer service is our number one priority, and this is not the level of service we aim to provide our clients with. Please rest assured that this matter will be investigated, as we do value you as our client.
Kindly note that the turnaround time for day-to-day claims to be processed is between 48 - 72 working hours, and 30 working days for in-hospital claims to be processed.
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 reply08 May 2024, 16:27
Official
Dear Amith,
Thank you for taking the time to bring this to our attention.
From the outset, we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for any inconvenience caused. It is deeply concerning the circumstances under which your Hellopeter posting has reached us. Customer service is our number one priority, and this is not the level of service we aim to provide our clients with. Please rest assured that this matter will be investigated, as we do value you as our client.
Kindly note that the turnaround time for day-to-day claims to be processed is between 48 - 72 working hours, and 30 working days for in-hospital claims to be processed.
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
Thank you for taking the time to bring this to our attention.
From the outset, we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for any inconvenience caused. It is deeply concerning the circumstances under which your Hellopeter posting has reached us. Customer service is our number one priority, and this is not the level of service we aim to provide our clients with. Please rest assured that this matter will be investigated, as we do value you as our client.
Kindly note that the turnaround time for day-to-day claims to be processed is between 48 - 72 working hours, and 30 working days for in-hospital claims to be processed.
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
AS
Amith S's updateReviewer Update
16 May 2024, 10:25After following up now for a while, they declined the claim saying that the annual limit is R38 000 and i used it up now. My policy states my annual limit is 48 500 as it does on their brochures. Oneplan and this manager Kanego, said I must give him 20 minutes, so he can tell me how my annual limit is calculated. I tried explaining to him that the policy is 38 000 per event up to an annual limit of 48 500. They just don't seem to get the distinction between the event limit and annual limit.
On the annual increase letter it clearly states as well " We have boosted the cover limits on your Oneplan Pet policy as follows:Hospital Plan:Hospital Cover for Illness and Accident: Increases from R 35 000 to R 38 000 per eventPost Operative Care: Increases from R 2 000 to R 2 150 per year "
I will win this one, however, I wonder how many people have been told, sorry, declined cause you used your annual limit of 38 000...?
On the annual increase letter it clearly states as well " We have boosted the cover limits on your Oneplan Pet policy as follows:Hospital Plan:Hospital Cover for Illness and Accident: Increases from R 35 000 to R 38 000 per eventPost Operative Care: Increases from R 2 000 to R 2 150 per year "
I will win this one, however, I wonder how many people have been told, sorry, declined cause you used your annual limit of 38 000...?
AS
Amith S's update16 May 2024, 10:25
Reviewer Update
After following up now for a while, they declined the claim saying that the annual limit is R38 000 and i used it up now. My policy states my annual limit is 48 500 as it does on their brochures. Oneplan and this manager Kanego, said I must give him 20 minutes, so he can tell me how my annual limit is calculated. I tried explaining to him that the policy is 38 000 per event up to an annual limit of 48 500. They just don't seem to get the distinction between the event limit and annual limit.
On the annual increase letter it clearly states as well " We have boosted the cover limits on your Oneplan Pet policy as follows:Hospital Plan:Hospital Cover for Illness and Accident: Increases from R 35 000 to R 38 000 per eventPost Operative Care: Increases from R 2 000 to R 2 150 per year "
I will win this one, however, I wonder how many people have been told, sorry, declined cause you used your annual limit of 38 000...?
On the annual increase letter it clearly states as well " We have boosted the cover limits on your Oneplan Pet policy as follows:Hospital Plan:Hospital Cover for Illness and Accident: Increases from R 35 000 to R 38 000 per eventPost Operative Care: Increases from R 2 000 to R 2 150 per year "
I will win this one, however, I wonder how many people have been told, sorry, declined cause you used your annual limit of 38 000...?
AS
Amith S's updateReviewer Update
16 May 2024, 11:17A quick update, Kanego calls me, and says that I was right about the limits. Now he says, it was the same event, that is why they not paying. The first time, the dog went in for Aspirational Pneumonia, Developed a megaesophagus, and when we picked him up his stomach turned so it was DGV.
This time the dog had Diarrhea and Kanego says its related. They are looking for ways to repudiate this claim.
First Oneplan **** to me around my annual limit saying I can only claim next year. Now they are linking two different reasons and trying to make it the same event. Wow! Nice going One Plan.
This time the dog had Diarrhea and Kanego says its related. They are looking for ways to repudiate this claim.
First Oneplan **** to me around my annual limit saying I can only claim next year. Now they are linking two different reasons and trying to make it the same event. Wow! Nice going One Plan.
AS
Amith S's update16 May 2024, 11:17
Reviewer Update
A quick update, Kanego calls me, and says that I was right about the limits. Now he says, it was the same event, that is why they not paying. The first time, the dog went in for Aspirational Pneumonia, Developed a megaesophagus, and when we picked him up his stomach turned so it was DGV.
This time the dog had Diarrhea and Kanego says its related. They are looking for ways to repudiate this claim.
First Oneplan **** to me around my annual limit saying I can only claim next year. Now they are linking two different reasons and trying to make it the same event. Wow! Nice going One Plan.
This time the dog had Diarrhea and Kanego says its related. They are looking for ways to repudiate this claim.
First Oneplan **** to me around my annual limit saying I can only claim next year. Now they are linking two different reasons and trying to make it the same event. Wow! Nice going One Plan.
Oneplan Insurance's replyOfficial
21 May 2024, 12:27Dear Amith,
Thank you for reaching out to us.
Kindly note that we are currently communicating with the Vet and we will revert to you with the relevant feedback.
Kind Regards,
Oneplan
Thank you for reaching out to us.
Kindly note that we are currently communicating with the Vet and we will revert to you with the relevant feedback.
Kind Regards,
Oneplan
Oneplan Insurance's reply21 May 2024, 12:27
Official
Dear Amith,
Thank you for reaching out to us.
Kindly note that we are currently communicating with the Vet and we will revert to you with the relevant feedback.
Kind Regards,
Oneplan
Thank you for reaching out to us.
Kindly note that we are currently communicating with the Vet and we will revert to you with the relevant feedback.
Kind Regards,
Oneplan