1 reviews | Active since Apr 2015
utterly disgusted... i wouldnt have taken out pet insurance by oneplan had they been honest about not covering kidney disease
Good day
I took out pet insurance last year at the beginning of Feb for my 3 dogs, as my boy had recently passed away from kidney disease.... when taking out the policy i had hundreds of questions about chronic illness and kept going back to the one that affected us badly, kidney disease....
I took out the policy because i knew it was covered, please refer to telephonic communications.
in april i took my 4 month old german shephard puppy for a check up and the vet decided to do an ultrasound and my boy of 4 months had kidney disease.
suddenly he wasnt covered for a pre exisiting condition for the first year, i argued as as he wasnt even a year old, his condition was new to us.... how were we to know he had this... but wait, after he has been on the insurance for a year they will cover kidney disease
we have been feeding him royal canin renal food
after I got his latest blood tests, i got a call from my vet and was told that he was in renal failure, I phoned One Plan (once again you can go listen to the telephonic conversation) and I was told that you don’t have a chronic illness cover, which shocked me, as I was told when I joined that chronic kidney disease is covered. My vet decided to put him on Renofocus oil and I was told to bring him back in 6 weeks, after he has started his new treatment, for more blood tests.
after i collected his medication and then I got the notification that One Plan doesn’t cover the medication, because that is deemed as a supplement. I was disgusted. I was promised that if somehow kidney disease (or any other chronic condition) was in the story that it was covered, then I was told it will only be covered after one year. Then I was told that you don’t have a chronic coverage. Then I was told the vet approved medication to treat his chronic condition is not covered. I was told it is an over the counter supplement yet when I even look at your one pet store, you don’t sell it. If you google renofocus oil, “VetsBrands RenoFocus is used for the management of chronic renal disease in both dogs and cats.” This is what is said about it, that doesn’t sound like a supplement but a treatment.
Had I known this when I took out the medical aid, I would have gone with another medical facility.
I was in communications to Mpho and he told me that I need to send all documentation and a cover letter and hopefully One Plan will do what they originally promised to do, i also asked that all telephonic conversations from the start were listened to as i know what i was promied. Again please refer to all previous telephonic communication. On friday he called me, good news, one plan will pay part of the bill, it will come out of the other benefits, but i need to pay the R550 difference, i was busy with a client at the point and asked if he had listened to the telephonic conversations, i was told NO, i asked if he could call back in a little bit as i was busy and he rep**** he would and to please ignore all sms's ect as he is busy with my account....
i received no call, just messages saying i owe the R550, and that my ticket had been closed, without calling me back, without listening to the telephonic conversations ect..... i have requested every working day since friday for a call from senior management, my calls when i joined to be listened to, i have now requested that they are forwarded to me, and why my ticket was closed as he was to call me back, and i am still waiting. on facebook i was told i owe R550 and on email i got the same response and not a single answer to my questions...
i am utterly disgusted, had i known you didnt cover the very disease i asked about i wouldnt have taken medical insurance out with you.... the fact that my resonable requests are being ignored, "for a call from senior management, my calls when i joined to be listened to, i have now requested that they are forwarded to me, and why my ticket was closed as he was to call me back, and i am still waiting"
this is disgusting service... i have been recommended to go to the insurance ombudsman, which i am very happy to do as my requests and questions are being completely ignored....
I hope i actually get a response from ONEPLAN this time and not the generated answer ignoring everything i am asking.....
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We truly sympathize with the situation, and we are sorry to hear of the circumstances under which your Hellopeter posting has reached us. Our condolences to you and your family on the passing away of your previous fur-baby. Please accept our deepest sympathies for all that you have experienced.
We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations, rest assured we will be dealing with this matter accordingly.
As per our conversation kindly note that there are annual cover limits on all our cover types. The chronic medication prescribed to your fur-baby for the kidney condition is covered under the Pet Med Savings benefit up to the annual cover limit of R750. Should the bill exceed the cover limit, unfortunately the client will be liable for the difference as claims are paid up to the respective cover limits. The Casualty benefit has a cover limit of R1300 and is limited to 4 Casualty benefits per a year. A vet consultation will fall under the Casualty benefit claim. The Pet Med Savings and Casualty Benefit falls under our day-to day benefits and differentiates from the In-Hospital cover limits. Kindly note that for a claim to be considered under In-Hospital Admission, the invoice must reflect details of an in-hospital corrective procedure.
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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our 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.
We have since proceeded to send an email to your listed email address with the pet pre-authorization claims form. Kindly note should your fur-baby require admission in hospital for the kidney condition, please request for the vet to complete the form and forward it back to us for the claim to be reviewed and considered under the illness in-hospital benefit up to the respective cover limit.
Once again, we apologize for any inconvenience caused and hope to have restored the experience.
Kind Regards,
Oneplan
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We truly sympathize with the situation, and we are sorry to hear of the circumstances under which your Hellopeter posting has reached us. Our condolences to you and your family on the passing away of your previous fur-baby. Please accept our deepest sympathies for all that you have experienced.
We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations, rest assured we will be dealing with this matter accordingly.
As per our conversation kindly note that there are annual cover limits on all our cover types. The chronic medication prescribed to your fur-baby for the kidney condition is covered under the Pet Med Savings benefit up to the annual cover limit of R750. Should the bill exceed the cover limit, unfortunately the client will be liable for the difference as claims are paid up to the respective cover limits. The Casualty benefit has a cover limit of R1300 and is limited to 4 Casualty benefits per a year. A vet consultation will fall under the Casualty benefit claim. The Pet Med Savings and Casualty Benefit falls under our day-to day benefits and differentiates from the In-Hospital cover limits. Kindly note that for a claim to be considered under In-Hospital Admission, the invoice must reflect details of an in-hospital corrective procedure.
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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our 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.
We have since proceeded to send an email to your listed email address with the pet pre-authorization claims form. Kindly note should your fur-baby require admission in hospital for the kidney condition, please request for the vet to complete the form and forward it back to us for the claim to be reviewed and considered under the illness in-hospital benefit up to the respective cover limit.
Once again, we apologize for any inconvenience caused and hope to have restored the experience.
Kind Regards,
Oneplan