RI
Regina I
1 reviews | Active since Sept 2024
30 Sept 2024, 15:06
unprofessional claim process
I have been with Oneplan with a few years now and I have had either 1 or 2 claims per year. I am yet to experience just 1 smooth claim process. Every single claim made was a nightmare for me. Your claims dept needs to be trained on how to facilitate a claim especially on how to pay on a claim that needs to be divided / shared between different categories of payment. They never get it right. I'm currently experiencing a claim gone wrong as we speak. Clearly the claims person cannot read and understand the invoice provided and how to split the payments.
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Oneplan Insurance's replyOfficial
30 Sept 2024, 16:52Dear Regina,
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. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value your mom as our client.
We have attempted to contact you on the listed number; however, it rings to no avail.
Records on our system confirm that the services rendered on the invoice for the 26th of September 2024 fall under the Casualty and Pet Med Savings benefit. The total invoice amount was R1505.72 which was split into R597.50 that was approved under the Pet Med Savings benefit as the services rendered were for Braveto and nail clipping. The remaining amount of R908.22 was approved under the Casualty benefit.
Kindly note that Preventative care claims for your fur-baby, including tick and flea control as well as nail clipping will be covered under the Pet Med Savings benefit up to the annual cover limit of R800. Vet consultation, prescribed medication, pathology, radiology and medically justifiable dentistry, minor procedures, and treatments or diagnostic tests will be covered under the Casualty benefit up to the cover limit of R1400.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We do have your 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.
As our clients are a priority to us, we would greatly appreciate it if you could provide us with a suitable time to contact you to discuss the matter further.
Thank you and we look forward to hearing from you soon.
Kind Regards,
Oneplan
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. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value your mom as our client.
We have attempted to contact you on the listed number; however, it rings to no avail.
Records on our system confirm that the services rendered on the invoice for the 26th of September 2024 fall under the Casualty and Pet Med Savings benefit. The total invoice amount was R1505.72 which was split into R597.50 that was approved under the Pet Med Savings benefit as the services rendered were for Braveto and nail clipping. The remaining amount of R908.22 was approved under the Casualty benefit.
Kindly note that Preventative care claims for your fur-baby, including tick and flea control as well as nail clipping will be covered under the Pet Med Savings benefit up to the annual cover limit of R800. Vet consultation, prescribed medication, pathology, radiology and medically justifiable dentistry, minor procedures, and treatments or diagnostic tests will be covered under the Casualty benefit up to the cover limit of R1400.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We do have your 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.
As our clients are a priority to us, we would greatly appreciate it if you could provide us with a suitable time to contact you to discuss the matter further.
Thank you and we look forward to hearing from you soon.
Kind Regards,
Oneplan
Oneplan Insurance's reply30 Sept 2024, 16:52
Official
Dear Regina,
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. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value your mom as our client.
We have attempted to contact you on the listed number; however, it rings to no avail.
Records on our system confirm that the services rendered on the invoice for the 26th of September 2024 fall under the Casualty and Pet Med Savings benefit. The total invoice amount was R1505.72 which was split into R597.50 that was approved under the Pet Med Savings benefit as the services rendered were for Braveto and nail clipping. The remaining amount of R908.22 was approved under the Casualty benefit.
Kindly note that Preventative care claims for your fur-baby, including tick and flea control as well as nail clipping will be covered under the Pet Med Savings benefit up to the annual cover limit of R800. Vet consultation, prescribed medication, pathology, radiology and medically justifiable dentistry, minor procedures, and treatments or diagnostic tests will be covered under the Casualty benefit up to the cover limit of R1400.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We do have your 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.
As our clients are a priority to us, we would greatly appreciate it if you could provide us with a suitable time to contact you to discuss the matter further.
Thank you and we look forward to hearing from you soon.
Kind Regards,
Oneplan
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. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value your mom as our client.
We have attempted to contact you on the listed number; however, it rings to no avail.
Records on our system confirm that the services rendered on the invoice for the 26th of September 2024 fall under the Casualty and Pet Med Savings benefit. The total invoice amount was R1505.72 which was split into R597.50 that was approved under the Pet Med Savings benefit as the services rendered were for Braveto and nail clipping. The remaining amount of R908.22 was approved under the Casualty benefit.
Kindly note that Preventative care claims for your fur-baby, including tick and flea control as well as nail clipping will be covered under the Pet Med Savings benefit up to the annual cover limit of R800. Vet consultation, prescribed medication, pathology, radiology and medically justifiable dentistry, minor procedures, and treatments or diagnostic tests will be covered under the Casualty benefit up to the cover limit of R1400.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We do have your 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.
As our clients are a priority to us, we would greatly appreciate it if you could provide us with a suitable time to contact you to discuss the matter further.
Thank you and we look forward to hearing from you soon.
Kind Regards,
Oneplan