RB
Rachelle B
1 reviews | Active since Nov 2020
21 Oct 2021, 11:25
They do not pay for anything!
If I could give them zero stars I would. We were told that if it is for hospital it would be covered. One morning our dog could just not walk. Nothing wrong with him before. Went to the vet and they said his knees are potting out we needed to see a specialist. A week later he needed an operation. One plan covered nothing!! Please stay away
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Replies (4)
Oneplan Insurance's replyOfficial
21 Oct 2021, 12:44Good day Rachelle,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for the circumstances under which your Hellopeter posting has reached us, and we apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Upon investigation and with the information provided from the Vet we discovered that the condition that your fur-baby was treated for which was, luxating patella and the symptoms for this condition was first noticed on the 21/09/2021. Due to the timeline of events, this condition for your fur-bay would have been covered as follows for Hospital admissions related to cruciate ligament repairs, hip replacements, intervertebral disc and luxating patella we will pay as follows, notwithstanding pre-existing conditions or exclusions:
As per your policy schedule and the terms and conditions this condition was diagnosed within the first 3 months of cover and therefore the event cannot be covered. Kindly not certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions. 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 as we do have your fur-babies best interests at heart and wish that he is having a speedy recovery.
We have acknowledged your complaint and we have escalated the matter to the relevant department. This matter has been dealt as a priority; our claims consultant will be in contact with you.
Once again, we apologize for any inconvenience caused.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
We sincerely apologize for the circumstances under which your Hellopeter posting has reached us, and we apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Upon investigation and with the information provided from the Vet we discovered that the condition that your fur-baby was treated for which was, luxating patella and the symptoms for this condition was first noticed on the 21/09/2021. Due to the timeline of events, this condition for your fur-bay would have been covered as follows for Hospital admissions related to cruciate ligament repairs, hip replacements, intervertebral disc and luxating patella we will pay as follows, notwithstanding pre-existing conditions or exclusions:
- Months 0 - 3 : No Cover
- Months 4 - 6 : 25% of the total account subject to the event limit up to a maximum of R4000.00
- Months 7 - 12 : 50% of the total account up to a maximum of R8000.00
As per your policy schedule and the terms and conditions this condition was diagnosed within the first 3 months of cover and therefore the event cannot be covered. Kindly not certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions. 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 as we do have your fur-babies best interests at heart and wish that he is having a speedy recovery.
We have acknowledged your complaint and we have escalated the matter to the relevant department. This matter has been dealt as a priority; our claims consultant will be in contact with you.
Once again, we apologize for any inconvenience caused.
Kind Regards,
Oneplan
Oneplan Insurance's reply21 Oct 2021, 12:44
Official
Good day Rachelle,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for the circumstances under which your Hellopeter posting has reached us, and we apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Upon investigation and with the information provided from the Vet we discovered that the condition that your fur-baby was treated for which was, luxating patella and the symptoms for this condition was first noticed on the 21/09/2021. Due to the timeline of events, this condition for your fur-bay would have been covered as follows for Hospital admissions related to cruciate ligament repairs, hip replacements, intervertebral disc and luxating patella we will pay as follows, notwithstanding pre-existing conditions or exclusions:
As per your policy schedule and the terms and conditions this condition was diagnosed within the first 3 months of cover and therefore the event cannot be covered. Kindly not certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions. 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 as we do have your fur-babies best interests at heart and wish that he is having a speedy recovery.
We have acknowledged your complaint and we have escalated the matter to the relevant department. This matter has been dealt as a priority; our claims consultant will be in contact with you.
Once again, we apologize for any inconvenience caused.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
We sincerely apologize for the circumstances under which your Hellopeter posting has reached us, and we apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Upon investigation and with the information provided from the Vet we discovered that the condition that your fur-baby was treated for which was, luxating patella and the symptoms for this condition was first noticed on the 21/09/2021. Due to the timeline of events, this condition for your fur-bay would have been covered as follows for Hospital admissions related to cruciate ligament repairs, hip replacements, intervertebral disc and luxating patella we will pay as follows, notwithstanding pre-existing conditions or exclusions:
- Months 0 - 3 : No Cover
- Months 4 - 6 : 25% of the total account subject to the event limit up to a maximum of R4000.00
- Months 7 - 12 : 50% of the total account up to a maximum of R8000.00
As per your policy schedule and the terms and conditions this condition was diagnosed within the first 3 months of cover and therefore the event cannot be covered. Kindly not certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions. 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 as we do have your fur-babies best interests at heart and wish that he is having a speedy recovery.
We have acknowledged your complaint and we have escalated the matter to the relevant department. This matter has been dealt as a priority; our claims consultant will be in contact with you.
Once again, we apologize for any inconvenience caused.
Kind Regards,
Oneplan
RB
Rachelle B's updateReviewer Update
21 Oct 2021, 13:19Our inception date is the 1 July 2021...
And you are still paying nothing. So where is the 25%??
And when we spoke to the lady before taking out the policy she said accidents and emergencies will still be covered!! What would you do if your dog cant walk all of a sudden???
And you are still paying nothing. So where is the 25%??
And when we spoke to the lady before taking out the policy she said accidents and emergencies will still be covered!! What would you do if your dog cant walk all of a sudden???
RB
Rachelle B's update21 Oct 2021, 13:19
Reviewer Update
Our inception date is the 1 July 2021...
And you are still paying nothing. So where is the 25%??
And when we spoke to the lady before taking out the policy she said accidents and emergencies will still be covered!! What would you do if your dog cant walk all of a sudden???
And you are still paying nothing. So where is the 25%??
And when we spoke to the lady before taking out the policy she said accidents and emergencies will still be covered!! What would you do if your dog cant walk all of a sudden???
RB
Rachelle B's updateReviewer Update
21 Oct 2021, 13:22Operation was only done on the 8 October!! We tried, but you can only put a dog through so much!!
Please people, stay away!!
Please people, stay away!!
RB
Rachelle B's update21 Oct 2021, 13:22
Reviewer Update
Operation was only done on the 8 October!! We tried, but you can only put a dog through so much!!
Please people, stay away!!
Please people, stay away!!
Oneplan Insurance's replyOfficial
21 Oct 2021, 16:15Good day Rachelle,
Kindly note that the operation took place after the 3 month waiting period, however the pet was diagnosed within the 3 month waiting period. This has been escalated to our in-hospital claims department and a consultant will be in contact with you to further discuss the matter at hand.
We thank you for your patience in the matter.
Kind Regards,
Oneplan
Kindly note that the operation took place after the 3 month waiting period, however the pet was diagnosed within the 3 month waiting period. This has been escalated to our in-hospital claims department and a consultant will be in contact with you to further discuss the matter at hand.
We thank you for your patience in the matter.
Kind Regards,
Oneplan
Oneplan Insurance's reply21 Oct 2021, 16:15
Official
Good day Rachelle,
Kindly note that the operation took place after the 3 month waiting period, however the pet was diagnosed within the 3 month waiting period. This has been escalated to our in-hospital claims department and a consultant will be in contact with you to further discuss the matter at hand.
We thank you for your patience in the matter.
Kind Regards,
Oneplan
Kindly note that the operation took place after the 3 month waiting period, however the pet was diagnosed within the 3 month waiting period. This has been escalated to our in-hospital claims department and a consultant will be in contact with you to further discuss the matter at hand.
We thank you for your patience in the matter.
Kind Regards,
Oneplan