Hellopeter
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MD
Marlon D

1 reviews | Active since Oct 2023

17 Oct 2023, 16:18

They need to specify what type of pets they cover and not cover

Processing a claim is a disaster, won't recommend, Don't fall for their concerns and their charming ways about your pet. Had an incident with my dog that developed an eye issue, then I got told its prone to the breed that I have but if you go look on the internet or ask any vet about the issue, you will see that many dogs get them. They seems to be more experienced that your vet. Took my dog to a well known vet in the WC. They made me get a stamped invoice because the invoice the vet mailed me was not up to their standards. I made it known to them I don't have an issues paying for my dog but don't look for 99 reasons why I cannot be reimburse. So its actually a waste of time. Your own piece of mind for your animal is to pay for your vet bills yourself. -

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Replies (3)
Oneplan Insurance
Oneplan Insurance's reply17 Oct 2023, 16:37
Official
Dear Marlon,

Thank you for taking the time to bring this to our attention. 

We are sorry to hear of the circumstances under which your Hellopeter posting has reached us and we do apologize for any inconvenience caused. We take customer feedback seriously to improve our service and process to ensure we meet our client’s expectations as we do value you as our client.

Kindly note that as per our policy terms and conditions, any congenial, or hereditary conditions are excluded for the first 12 months from the date of inception, however, we are one of the very few insurers that will cover these conditions after 12 months of your fur-baby being covered with us. 

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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients. 
 
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 hope to restore the experience. 
                   
Kind Regards,
Oneplan 
MD
Marlon D's update17 Oct 2023, 17:13
Reviewer Update
Firstly I get told the its a Pre-Existing condition, whereby the issue happened a few days back. Secondly why am I being told that my dog is the only breed that suffers with this condition whereby another 20 other breeds even cats also get them. So its not a life- threatening however it affects my dogs eyesight so technically it has to be an emergency. Getting back to what a mission it is just go for a normal daily vet visit when even the vets get annoyed with you guys wanting a stamped invoice. How could you guys be any of a convenience when all you look for is reasons to make a client feel like its a crime taking your pet to a vet. A clients pet will be safer if its seen to by their owner. I will see to my pets surgeries and injuries myself because what are we paying for.
Oneplan Insurance
Oneplan Insurance's reply19 Oct 2023, 09:10
Official
Dear Marlon,
 
Thank you for reaching out to us.

We have attempted to contact you on the listed number; however, it was to no avail. 
 
Kindly note that as per our policy terms and conditions, any condition that is diagnosed within the first 60 days of your fur-baby being covered on the policy is deemed as a pre-existing condition and your policy inception date was the 01st of September 2023.  
 
Any pre-existing, congenial, or hereditary conditions are excluded for the first 12 months from the date of inception. 
 
Please take note that pre-existing is a medical condition that presented Clinical Signs, that were in existence prior to this policy’s Inception Date, or in existence during the first sixty (60) days within the waiting period or that was newly diagnosed within the first two months from the Inception Date of the policy, whether it was known or unknown. 

Records from the Vet confirm that your fur-baby was diagnosed with Cherry eye which is a hereditary condition prone to English Bulldogs and falls part of the 12-month waiting period.  At no point are we stating that other breeds don’t get cherry eye however Bulldogs suffer from it more often. 

As per the policy schedule, it states that Hereditary means a condition that has been passed down from your Pet’s parents or due to a specific breed which may present with Clinical Signs during any stage of your Pet’s life. These include but are not limited to, hip dysplasia, elbow dysplasia, mange, displacement of the patella, entropion, ectropion, and cherry eye. 
 
We encourage all our clients and potential clients to ensure that they do understand all products available in the market and perhaps approach their Financial Advisor for a factual comparison of products as hearsay may cause a consumer to make a decision based on inaccurate information. 

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 we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover. 
     
Once again, we apologize for any inconvenience caused and hope the above brings clarity to the matter. 
    
Kind Regards, 
Oneplan