LS
Lenerie S
1 reviews | Active since Jul 2020
19 Jul 2023, 15:09
When I got a quote from Oneplan for my dogs they never informed me that the animal have to be hospitalised in order to claim
When I got a quote from Oneplan for my dogs they never informed me that the animal have to be hospitalised in order to claim. I had insurance with Dotsure, which was much cheaper, they covered all my claims for porcupines, which was a same day vet visit. The most important cover for me is that specific cover. Gonna cancel my Oneplan insurance asap
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Oneplan Insurance's replyOfficial
19 Jul 2023, 16:19Good day Lenerie,
Thank you for taking the time to bring this to our attention.
We sincerely 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.
As per our policy terms and conditions kindly note that for a claim to be considered under In-Hospital Admission, the invoice must reflect details of an in-hospital corrective procedure. Should a diagnostic procedure result in a confirmed diagnosis the cost of the in-hospital corrective procedure will be reviewed under the authorized Hospital admission cover limit.
All in-hospital claims must meet our admission matrix which is found in your policy schedule. Should the invoice only reflect an overnight stay solely for diagnostic procedures, unfortunately, the claim will be covered under the Casualty benefit that's available on the Classic and Super plan up to the respective cover limit.
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, please note that this is by no means a ploy to refuse payment of the claim. 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.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
We sincerely 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.
As per our policy terms and conditions kindly note that for a claim to be considered under In-Hospital Admission, the invoice must reflect details of an in-hospital corrective procedure. Should a diagnostic procedure result in a confirmed diagnosis the cost of the in-hospital corrective procedure will be reviewed under the authorized Hospital admission cover limit.
All in-hospital claims must meet our admission matrix which is found in your policy schedule. Should the invoice only reflect an overnight stay solely for diagnostic procedures, unfortunately, the claim will be covered under the Casualty benefit that's available on the Classic and Super plan up to the respective cover limit.
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, please note that this is by no means a ploy to refuse payment of the claim. 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.
Kind Regards,
Oneplan
Oneplan Insurance's reply19 Jul 2023, 16:19
Official
Good day Lenerie,
Thank you for taking the time to bring this to our attention.
We sincerely 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.
As per our policy terms and conditions kindly note that for a claim to be considered under In-Hospital Admission, the invoice must reflect details of an in-hospital corrective procedure. Should a diagnostic procedure result in a confirmed diagnosis the cost of the in-hospital corrective procedure will be reviewed under the authorized Hospital admission cover limit.
All in-hospital claims must meet our admission matrix which is found in your policy schedule. Should the invoice only reflect an overnight stay solely for diagnostic procedures, unfortunately, the claim will be covered under the Casualty benefit that's available on the Classic and Super plan up to the respective cover limit.
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, please note that this is by no means a ploy to refuse payment of the claim. 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.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
We sincerely 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.
As per our policy terms and conditions kindly note that for a claim to be considered under In-Hospital Admission, the invoice must reflect details of an in-hospital corrective procedure. Should a diagnostic procedure result in a confirmed diagnosis the cost of the in-hospital corrective procedure will be reviewed under the authorized Hospital admission cover limit.
All in-hospital claims must meet our admission matrix which is found in your policy schedule. Should the invoice only reflect an overnight stay solely for diagnostic procedures, unfortunately, the claim will be covered under the Casualty benefit that's available on the Classic and Super plan up to the respective cover limit.
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, please note that this is by no means a ploy to refuse payment of the claim. 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.
Kind Regards,
Oneplan