1 reviews | Active since Mar 2020
Worse claim procedure
They send you cards to preload funds all very nice and innovative until it comes to actually using it. I had to take two of my dogs to the vet. One for his annual vaccination and one cause he was not feeling well on the same day. They preloaded R540 for Milan for his vaccination and R1300 for Pablo’s vet visit. When all was done the card for Milan was declined and I paid from my personal account. After numerous WhatsApp conversations I eventually was told that they took some of Milan’s money for Pablo’s claim!! And the the small remaining balance they now loaded back onto the onecard card. If want to get the money back into my account which I paid out of then I need to go draw it out of a standard bank. This is by far the most idiotic claims procedure I have ever had to deal with. My other dog is at Dot Sure, I didn’t move him thank goodness because of his age. Yes you pay upfront but literally in 24 hours your money is back in your account. The ONLY reason I moved from Dot Sure was because of the maximum payout is just a bit to small but thinking to move all of them back purely because theses people are useless. And on top of it one consultant said I had to buy my bravecto from a registered vet and when I said but on the app there is a store where I can purchase it, which she didn’t know about. She said she will get back to me on that needless to say she has not.
Thank you for taking the time to bring this to our attention.
From the outset we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for any inconvenience caused. It is deeply concerning of the circumstances under which your Hello peter posting has reached us. Please rest assured that this matter will be investigated, as we do value you as our client.
Kindly note that any claim refunds are processed into your Onecard as this is a standard process. The client will need to inform us should they require for the claim amount to be refunded into their bank account, the claim will then be captured as a customer refund and the refund will be processed into the bank account listed on the system.
As per our policy terms and conditions, costs for pet prescription food, accessories such as beds, toys, leashes, grooming etc are excluded from the policy. Due to the cover being a Pet Insurance product, clients are required to use the funds at a Registered Vet / Service Provider. Services rendered by persons not registered with the SA Veterinarian Council is a general exclusion on the policy and is stated in our policy schedule (Section 6.7). Our online Pet Store offers discounts to clients and due to it being a Pet Store you will not be able to utilize the Pet Med Savings Benefit to purchase Bravecto as tick and flea control can only be purchased from a Registered Vet or Service Provider.
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.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with the policy holder 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.
From the outset we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for any inconvenience caused. It is deeply concerning of the circumstances under which your Hello peter posting has reached us. Please rest assured that this matter will be investigated, as we do value you as our client.
Kindly note that any claim refunds are processed into your Onecard as this is a standard process. The client will need to inform us should they require for the claim amount to be refunded into their bank account, the claim will then be captured as a customer refund and the refund will be processed into the bank account listed on the system.
As per our policy terms and conditions, costs for pet prescription food, accessories such as beds, toys, leashes, grooming etc are excluded from the policy. Due to the cover being a Pet Insurance product, clients are required to use the funds at a Registered Vet / Service Provider. Services rendered by persons not registered with the SA Veterinarian Council is a general exclusion on the policy and is stated in our policy schedule (Section 6.7). Our online Pet Store offers discounts to clients and due to it being a Pet Store you will not be able to utilize the Pet Med Savings Benefit to purchase Bravecto as tick and flea control can only be purchased from a Registered Vet or Service Provider.
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.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with the policy holder 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