NM
Neil M
1 reviews | Active since Feb 2023
22 Feb 2023, 12:44
They have embedded clauses stating that if sterilisation is voluntary then it falls under pet med, but if it is medically justifies then it falls under hospitalization
They have embedded clauses stating that if sterilisation is voluntary then it falls under pet med, but if it is medically justifies then it falls under hospitalization. This was after the fact that I paid out of pocket for two dogs for simultaneous procedures (sterilisation and hernia procedures), saving oneplan money in fact. After I uploaded the invoices over 5 times and contacted oneplan regarding my refund of R3750 for both dogs, I received a refund of R167 after 3 weeks. Absolutely ridiculous and I want my policy cancelled immediately. The consultants are however friendly and trying to help but the claims procedures are pathetic and just shy of scandalous. Neil Adams
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Oneplan Insurance's replyOfficial
22 Feb 2023, 14:24Good day Neil,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter 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.
The Classic plan that your fur-babies are covered on has day-to-day and In-hospital benefits. Kindly note that the Pet Med Savings benefit is a day-to-day benefit and may be used towards preventative care claims for your insured pet which includes voluntary sterilization and vaccinations. We are aware that the cover limit will not cover the full cost for the voluntary sterilization of your fur-baby, however, 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 a pet covered on the Classic plan. Should clients request for more cover, they can choose to add on the Pet Med Booster which offers an additional R750 towards preventative care claims.
In the event that the sterilization is medically justifiable, we will require the Vet to provide us with the fur-babies medical history, a motivational letter as well as a completed claim form in order for the claim to be reviewed under the in-hospital benefit.
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.
We have acknowledged your complaint and we have escalated the matter to the relevant department. This matter has been dealt with as a priority; one of our consultants will be in contact with you.
Once again apologize for any inconvenience caused and hope to restore the experience.
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter 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.
The Classic plan that your fur-babies are covered on has day-to-day and In-hospital benefits. Kindly note that the Pet Med Savings benefit is a day-to-day benefit and may be used towards preventative care claims for your insured pet which includes voluntary sterilization and vaccinations. We are aware that the cover limit will not cover the full cost for the voluntary sterilization of your fur-baby, however, 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 a pet covered on the Classic plan. Should clients request for more cover, they can choose to add on the Pet Med Booster which offers an additional R750 towards preventative care claims.
In the event that the sterilization is medically justifiable, we will require the Vet to provide us with the fur-babies medical history, a motivational letter as well as a completed claim form in order for the claim to be reviewed under the in-hospital benefit.
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.
We have acknowledged your complaint and we have escalated the matter to the relevant department. This matter has been dealt with as a priority; one of our consultants will be in contact with you.
Once again apologize for any inconvenience caused and hope to restore the experience.
Kind Regards,
Oneplan
Oneplan
Oneplan Insurance's reply22 Feb 2023, 14:24
Official
Good day Neil,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter 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.
The Classic plan that your fur-babies are covered on has day-to-day and In-hospital benefits. Kindly note that the Pet Med Savings benefit is a day-to-day benefit and may be used towards preventative care claims for your insured pet which includes voluntary sterilization and vaccinations. We are aware that the cover limit will not cover the full cost for the voluntary sterilization of your fur-baby, however, 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 a pet covered on the Classic plan. Should clients request for more cover, they can choose to add on the Pet Med Booster which offers an additional R750 towards preventative care claims.
In the event that the sterilization is medically justifiable, we will require the Vet to provide us with the fur-babies medical history, a motivational letter as well as a completed claim form in order for the claim to be reviewed under the in-hospital benefit.
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.
We have acknowledged your complaint and we have escalated the matter to the relevant department. This matter has been dealt with as a priority; one of our consultants will be in contact with you.
Once again apologize for any inconvenience caused and hope to restore the experience.
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter 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.
The Classic plan that your fur-babies are covered on has day-to-day and In-hospital benefits. Kindly note that the Pet Med Savings benefit is a day-to-day benefit and may be used towards preventative care claims for your insured pet which includes voluntary sterilization and vaccinations. We are aware that the cover limit will not cover the full cost for the voluntary sterilization of your fur-baby, however, 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 a pet covered on the Classic plan. Should clients request for more cover, they can choose to add on the Pet Med Booster which offers an additional R750 towards preventative care claims.
In the event that the sterilization is medically justifiable, we will require the Vet to provide us with the fur-babies medical history, a motivational letter as well as a completed claim form in order for the claim to be reviewed under the in-hospital benefit.
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.
We have acknowledged your complaint and we have escalated the matter to the relevant department. This matter has been dealt with as a priority; one of our consultants will be in contact with you.
Once again apologize for any inconvenience caused and hope to restore the experience.
Kind Regards,
Oneplan
Oneplan