CZ
Chanel Z
1 reviews | Active since Mar 2024
18 Mar 2024, 17:25
THIS IS MY SECOND REVIEW
An update on the delema of my claim...
All the documents were sent through and they got back to me this afternoon. And guess what! My claim was rejected. According to oneplan, a broken toenail that needs to be removed in surgery is an illness and therefore not covered? Because it was painful, my dog licked it and it got infected My dog got an infection due to his injury. An injury that had to be repaired in surgery... how do they justify this?
Be careful before joining
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Oneplan Insurance's replyOfficial
19 Mar 2024, 09:53Dear Chanel,
Thank you for taking the time to bring this to our attention.
We deeply regret any inconvenience experienced and the situation surrounding the manner in which your Hellopeter post was brought to our attention. We genuinely value customer feedback as a vital tool for enhancing our service and refining our processes to better align with our clients' expectations.
The medical history submitted by your vet was assessed and according to this medical history, the injury happened two weeks ago. Our policy schedule states the following regarding an Accident - 4.1 “Accident” means a sudden, unexpected, unforeseen, unusual, unintended event which is diagnosed within 48 hours from time of event, causing injury to your Pet (it’s the stuff you don’t see coming), the result of which requires immediate medical attention to your Pet and will be assessed according to the Admission Matrix as listed under Section 4, Oneplan Pet Hospital “Special Conditions”. The claim was submitted after the required stipulated period of 48 hours as outlined in the policy schedule and in line with our policy terms and conditions the injury is no longer seen as an accident.
Our policies are governed by certain terms and conditions, which are provided to you in all policy documents both before and during your engagement with us. It is imperative that these terms and conditions are adhered to and app**** consistently for all clients. Rest assured, we prioritise the well-being of your beloved pets and will do everything within our power to assist you, within the framework of our terms and conditions. It's important to note that we operate under the regulations of the FAIS Act and adhere to the TCF policy to ensure equitable service and coverage for all our clients.
We extend our apologies once more for any inconvenience caused, and we reaffirm our dedication to providing great service and health care for your fur baby.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
We deeply regret any inconvenience experienced and the situation surrounding the manner in which your Hellopeter post was brought to our attention. We genuinely value customer feedback as a vital tool for enhancing our service and refining our processes to better align with our clients' expectations.
The medical history submitted by your vet was assessed and according to this medical history, the injury happened two weeks ago. Our policy schedule states the following regarding an Accident - 4.1 “Accident” means a sudden, unexpected, unforeseen, unusual, unintended event which is diagnosed within 48 hours from time of event, causing injury to your Pet (it’s the stuff you don’t see coming), the result of which requires immediate medical attention to your Pet and will be assessed according to the Admission Matrix as listed under Section 4, Oneplan Pet Hospital “Special Conditions”. The claim was submitted after the required stipulated period of 48 hours as outlined in the policy schedule and in line with our policy terms and conditions the injury is no longer seen as an accident.
Our policies are governed by certain terms and conditions, which are provided to you in all policy documents both before and during your engagement with us. It is imperative that these terms and conditions are adhered to and app**** consistently for all clients. Rest assured, we prioritise the well-being of your beloved pets and will do everything within our power to assist you, within the framework of our terms and conditions. It's important to note that we operate under the regulations of the FAIS Act and adhere to the TCF policy to ensure equitable service and coverage for all our clients.
We extend our apologies once more for any inconvenience caused, and we reaffirm our dedication to providing great service and health care for your fur baby.
Kind Regards,
Oneplan
Oneplan Insurance's reply19 Mar 2024, 09:53
Official
Dear Chanel,
Thank you for taking the time to bring this to our attention.
We deeply regret any inconvenience experienced and the situation surrounding the manner in which your Hellopeter post was brought to our attention. We genuinely value customer feedback as a vital tool for enhancing our service and refining our processes to better align with our clients' expectations.
The medical history submitted by your vet was assessed and according to this medical history, the injury happened two weeks ago. Our policy schedule states the following regarding an Accident - 4.1 “Accident” means a sudden, unexpected, unforeseen, unusual, unintended event which is diagnosed within 48 hours from time of event, causing injury to your Pet (it’s the stuff you don’t see coming), the result of which requires immediate medical attention to your Pet and will be assessed according to the Admission Matrix as listed under Section 4, Oneplan Pet Hospital “Special Conditions”. The claim was submitted after the required stipulated period of 48 hours as outlined in the policy schedule and in line with our policy terms and conditions the injury is no longer seen as an accident.
Our policies are governed by certain terms and conditions, which are provided to you in all policy documents both before and during your engagement with us. It is imperative that these terms and conditions are adhered to and app**** consistently for all clients. Rest assured, we prioritise the well-being of your beloved pets and will do everything within our power to assist you, within the framework of our terms and conditions. It's important to note that we operate under the regulations of the FAIS Act and adhere to the TCF policy to ensure equitable service and coverage for all our clients.
We extend our apologies once more for any inconvenience caused, and we reaffirm our dedication to providing great service and health care for your fur baby.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
We deeply regret any inconvenience experienced and the situation surrounding the manner in which your Hellopeter post was brought to our attention. We genuinely value customer feedback as a vital tool for enhancing our service and refining our processes to better align with our clients' expectations.
The medical history submitted by your vet was assessed and according to this medical history, the injury happened two weeks ago. Our policy schedule states the following regarding an Accident - 4.1 “Accident” means a sudden, unexpected, unforeseen, unusual, unintended event which is diagnosed within 48 hours from time of event, causing injury to your Pet (it’s the stuff you don’t see coming), the result of which requires immediate medical attention to your Pet and will be assessed according to the Admission Matrix as listed under Section 4, Oneplan Pet Hospital “Special Conditions”. The claim was submitted after the required stipulated period of 48 hours as outlined in the policy schedule and in line with our policy terms and conditions the injury is no longer seen as an accident.
Our policies are governed by certain terms and conditions, which are provided to you in all policy documents both before and during your engagement with us. It is imperative that these terms and conditions are adhered to and app**** consistently for all clients. Rest assured, we prioritise the well-being of your beloved pets and will do everything within our power to assist you, within the framework of our terms and conditions. It's important to note that we operate under the regulations of the FAIS Act and adhere to the TCF policy to ensure equitable service and coverage for all our clients.
We extend our apologies once more for any inconvenience caused, and we reaffirm our dedication to providing great service and health care for your fur baby.
Kind Regards,
Oneplan