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joash R
1 reviews | Active since Jun 2014
22 Mar 2023, 20:52
Wasted Payments
I've taken up oneplan pet insurance and for the first time after 4 months have made a claim where my pet was taken to the local SPCA to be given her shots and dewormer. Every time I send them the proof they reject the documents, I've sent them thw receipt of the visit which says what the dog had been given but it get rejected, I send a copy of the vet card and still it gets rejected. What they expect is for the Vet to not see to other dogs and write a 5 page essay to say what happened feom the time the dog stepped on the premises. Oneplan is a waste of money and I would advise everyone I know to not go with them. Every when trying to get a hold of them it's a mission, so today I will cut my losses and move to another pet medical insurer.
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Oneplan Insurance's replyOfficial
23 Mar 2023, 08:14Good day Joash,
Thank you for taking the time to bring this to our attention. We are sorry to hear of the circumstances under which your posting has reached us and we do apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that we will require a detailed invoice for claims to be processed accordingly. The statement will need to include the details of the Vet or the SPCA, the Vat registration number, it must also include the client's name, the pet's name, the services rendered, and the amount.
Records on our system reflect that we only have the services rendered, the SPCA name, and the VAT registration number. We do not have any of the details of the pet or your details reflected on the invoice.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The reason for this is for auditing purposes on our side and to prevent *****. 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.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for the inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention. We are sorry to hear of the circumstances under which your posting has reached us and we do apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that we will require a detailed invoice for claims to be processed accordingly. The statement will need to include the details of the Vet or the SPCA, the Vat registration number, it must also include the client's name, the pet's name, the services rendered, and the amount.
Records on our system reflect that we only have the services rendered, the SPCA name, and the VAT registration number. We do not have any of the details of the pet or your details reflected on the invoice.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The reason for this is for auditing purposes on our side and to prevent *****. 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.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for the inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Oneplan Insurance's reply23 Mar 2023, 08:14
Official
Good day Joash,
Thank you for taking the time to bring this to our attention. We are sorry to hear of the circumstances under which your posting has reached us and we do apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that we will require a detailed invoice for claims to be processed accordingly. The statement will need to include the details of the Vet or the SPCA, the Vat registration number, it must also include the client's name, the pet's name, the services rendered, and the amount.
Records on our system reflect that we only have the services rendered, the SPCA name, and the VAT registration number. We do not have any of the details of the pet or your details reflected on the invoice.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The reason for this is for auditing purposes on our side and to prevent *****. 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.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for the inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention. We are sorry to hear of the circumstances under which your posting has reached us and we do apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that we will require a detailed invoice for claims to be processed accordingly. The statement will need to include the details of the Vet or the SPCA, the Vat registration number, it must also include the client's name, the pet's name, the services rendered, and the amount.
Records on our system reflect that we only have the services rendered, the SPCA name, and the VAT registration number. We do not have any of the details of the pet or your details reflected on the invoice.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The reason for this is for auditing purposes on our side and to prevent *****. 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.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for the inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan