ME
Madelaine E
1 reviews | Active since Jun 2022
09 Sept 2024, 13:07
USELESS ****S
I thought my dog would be covered for emergencies. All we got was an unfeeling NO, not approved and a generic email. no care at all that we have in fact been paying. Two weeks back in fact we wanted to take our dog for the cat flu injection, cash was loaded that evening and the next morning taken back, so not sure how we would go about taking her if the money was taken back for the injection. Now she is deathly sick, she needs t obe admitted and we get a sorry not approved because she didn't get her injection, so my child is now being left for dead. Not to mention how we couldn't get hold of anybody yesterday when we had to rush her in to the vet.
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Replies (1)
Oneplan Insurance's replyOfficial
09 Sept 2024, 14:24Dear Madelaine,
Thank you for taking the time to bring this to our attention.
We are sorry to hear about the way you feel as we will always have our clients and fur-babies best interests at heart.
We attempted to reach you on the listed number but were unsuccessful.
Please note for day-to-day claims, funds are loaded within 60 seconds onto the Onecard, and the system will pull the funds back if the funds are not utilized within 24 - 48 hours. Clients are still able to load new funds should the funds be reversed due to it not being utilized. This is just a security measure put in place since clients have access to load claim funds on the Onecard at any time.
For a claim to be reviewed under In-Hospital Admission we will require a completed claims form from the vet and the invoice must reflect details of an in-hospital corrective procedure. If the invoice does not reflect a corrective procedure, it will be reviewed under the Casualty benefit, on the Pet Primary, Classic, or Super Plan up to the respective cover limits as this is in line with our policy terms and conditions. All in-hospital claims must meet our admission matrix which is found in your policy schedule.
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.
As our clients are a priority to us, we would require the policy number to further investigate and provide you with feedback on the matter at hand. Please provide us with a suitable time or alternative contact number for us to contact you on.
Once again, we apologize for any inconvenience caused 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 are sorry to hear about the way you feel as we will always have our clients and fur-babies best interests at heart.
We attempted to reach you on the listed number but were unsuccessful.
Please note for day-to-day claims, funds are loaded within 60 seconds onto the Onecard, and the system will pull the funds back if the funds are not utilized within 24 - 48 hours. Clients are still able to load new funds should the funds be reversed due to it not being utilized. This is just a security measure put in place since clients have access to load claim funds on the Onecard at any time.
For a claim to be reviewed under In-Hospital Admission we will require a completed claims form from the vet and the invoice must reflect details of an in-hospital corrective procedure. If the invoice does not reflect a corrective procedure, it will be reviewed under the Casualty benefit, on the Pet Primary, Classic, or Super Plan up to the respective cover limits as this is in line with our policy terms and conditions. All in-hospital claims must meet our admission matrix which is found in your policy schedule.
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.
As our clients are a priority to us, we would require the policy number to further investigate and provide you with feedback on the matter at hand. Please provide us with a suitable time or alternative contact number for us to contact you on.
Once again, we apologize for any inconvenience caused and we look forward to hearing from you soon. Kind Regards,
Oneplan
Oneplan Insurance's reply09 Sept 2024, 14:24
Official
Dear Madelaine,
Thank you for taking the time to bring this to our attention.
We are sorry to hear about the way you feel as we will always have our clients and fur-babies best interests at heart.
We attempted to reach you on the listed number but were unsuccessful.
Please note for day-to-day claims, funds are loaded within 60 seconds onto the Onecard, and the system will pull the funds back if the funds are not utilized within 24 - 48 hours. Clients are still able to load new funds should the funds be reversed due to it not being utilized. This is just a security measure put in place since clients have access to load claim funds on the Onecard at any time.
For a claim to be reviewed under In-Hospital Admission we will require a completed claims form from the vet and the invoice must reflect details of an in-hospital corrective procedure. If the invoice does not reflect a corrective procedure, it will be reviewed under the Casualty benefit, on the Pet Primary, Classic, or Super Plan up to the respective cover limits as this is in line with our policy terms and conditions. All in-hospital claims must meet our admission matrix which is found in your policy schedule.
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.
As our clients are a priority to us, we would require the policy number to further investigate and provide you with feedback on the matter at hand. Please provide us with a suitable time or alternative contact number for us to contact you on.
Once again, we apologize for any inconvenience caused 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 are sorry to hear about the way you feel as we will always have our clients and fur-babies best interests at heart.
We attempted to reach you on the listed number but were unsuccessful.
Please note for day-to-day claims, funds are loaded within 60 seconds onto the Onecard, and the system will pull the funds back if the funds are not utilized within 24 - 48 hours. Clients are still able to load new funds should the funds be reversed due to it not being utilized. This is just a security measure put in place since clients have access to load claim funds on the Onecard at any time.
For a claim to be reviewed under In-Hospital Admission we will require a completed claims form from the vet and the invoice must reflect details of an in-hospital corrective procedure. If the invoice does not reflect a corrective procedure, it will be reviewed under the Casualty benefit, on the Pet Primary, Classic, or Super Plan up to the respective cover limits as this is in line with our policy terms and conditions. All in-hospital claims must meet our admission matrix which is found in your policy schedule.
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.
As our clients are a priority to us, we would require the policy number to further investigate and provide you with feedback on the matter at hand. Please provide us with a suitable time or alternative contact number for us to contact you on.
Once again, we apologize for any inconvenience caused and we look forward to hearing from you soon. Kind Regards,
Oneplan