WARNING: Policy Misrepresentation and Unreasonable Exclusions for Senior Pets (Underwritten by BRYTE)

Policy Holder Since: January 25, 2025 (Previous, positive history: 2***) Insurer: ONEPLAN Pet Insurance (Underwritten by BRYTE Insurance Company Limited) Pets Affected: Romeo (Deceased) and Duke (Currently ill)

I am lodging a formal complaint against ONEPLAN Pet Insurance for what appears to be a clear case of misrepresentation and the use of deliberately restrictive policy terms that were not disclosed during the renewal/sign-up process. I trusted ONEPLAN based on my excellent experience with their previous policy (2***), but the current policy (effective 2025) is virtually worthless for senior pets.

1. Failure to Disclose Detrimental Changes (Misrepresentation)

When I agreed to the new policy, I re**** on verbal assurances and my prior positive history with ONEPLAN. I was not verbally informed of the massive, detrimental changes under the BRYTE underwriting. These include:

Extensive Exclusions: The policy now excludes major conditions common in senior pets, including Heart Failure, Tumours, and Diabetes.

Unreasonable 12-Month Waiting Period: I was never told about a non-negotiable 12-month waiting period for these specific serious illnesses. No reasonable person would purchase a senior pet policy with a 12-month wait for conditions like heart failure and tumours. This renders the policy useless for the population it is meant to protect and suggests a purposeful loophole to collect premiums without risk.

2. Claims Rejected Using Loopholes

Despite paying my premiums, ONEPLAN/BRYTE has leveraged these undisclosed loopholes to reject critical care for my beloved Chihuahuas:

Romeo (Deceased): Claims for his gum disease (gingivitis) and subsequent heart failure were rejected. The company is using policy exclusions/waiting periods to avoid responsibility for claims related to senior pet conditions.

Duke (Currently Ill): Duke was recently admitted for a fever. The pre-authorization for his treatment has been rejected, with the company using the possibility of an unconfirmed tumour as a basis to trigger the unfair 12-month waiting period exclusion, even though the confirmed issue is currently an infection/fever.

Claim Card Issue: I was also explicitly told the claim card, which was a core reason for choosing ONEPLAN, would not work for hospital cover, undermining a key feature of the service I paid for.

3. Demanded Resolution

I demand that ONEPLAN/BRYTE immediately:

Re-evaluate and approve Duke's current claim for the fever and infection.

Provide a full, written explanation detailing why the 12-month waiting period and extensive exclusions were not disclosed during my verbal sign-up.

Given the failure to disclose material changes and the use of an unconscionable contract for senior pets, I demand a full, pro-rata refund of all premiums paid since January 25, 2025, and immediate cancellation of this policy based on misrepresentation.

I have collected all written rejections, WhatsApp correspondence, and the current policy documents to submit to the National Financial Ombud Scheme (NFO) and the FAIS Ombud for an official investigation into the sales process and policy fairness.