FvdW
Farrin van der Watt
1 reviews | Active since Aug 2024
01 Aug 2024, 16:46
WORSE PET INSURANCE EVER!!!!!
Worse pet insurance!!!! In February 2024 I went to the vet and processed a claim through the oneplan app which I thought was successful. Only to find out today (5-months) a portion of the claim was rejected. I wanted to take my fur baby to the vet today and tried to transfer money into the oneplan saving account but my app gave me a R75 error. I decided to call the call center and there they informed me my pet insurance is not active as there is an outstanding balance from February 2024. They told me they sent a email informing me of this, but when I asked why they kept debuting my account if there was no active insurance I was only told that it will be active when I pay the outstanding amount. Just to put in context I owe them R800.00 and they have deducted R1575.00. I had no pet insurance in that time and I still owe them the R800.00. Why was there only 1 email sent and Why didn't the app tell me that it was inactive until I pay the outstanding amount. This is beginning to feel like a **** and day light Robery. Please think before signing up for pet insurance with Oneplan!
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Oneplan Insurance's replyOfficial
01 Aug 2024, 19:25Dear Farrin,
Thank you for taking the time to bring this to our attention.
Thank you for taking the time to bring this to our attention.
We apologize for any inconvenience that has been caused and for the circumstances under which your posting has reached us. We take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value you as our client.
Kindly note that should funds be incorrectly utilized, or the cover limit has been reached, a non-premium balance will reflect on the policy. A non-premium balance is an amount that is due to Oneplan, this amount needs to be settled before any new day-to-day claims can be loaded.
Upon investigation, we discovered that the non-premium balance on your policy was related to a rejected Pet Med Savings claim from February 2024 due to the annual cover limit being reached. Kindly note that electronic communication was sent to you on the 22nd of February 2024 regarding the outstanding amount. Subsequently, we sent you three additional reminders to make payment for the outstanding amount in March 2024 which included our company banking details for the outstanding amount to be settled.
As per our policy terms and conditions, it is the responsibility of the client to ensure that any outstanding amounts are settled promptly before any new claims are made. Should you wish to load funds for another day-to-day claim, we would require the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds onto your Onecard.
Kindly note that in-hospital claims can still be processed as the day-to-day benefit differs from an in-hospital claim.
Upon investigation, we discovered that the non-premium balance on your policy was related to a rejected Pet Med Savings claim from February 2024 due to the annual cover limit being reached. Kindly note that electronic communication was sent to you on the 22nd of February 2024 regarding the outstanding amount. Subsequently, we sent you three additional reminders to make payment for the outstanding amount in March 2024 which included our company banking details for the outstanding amount to be settled.
As per our policy terms and conditions, it is the responsibility of the client to ensure that any outstanding amounts are settled promptly before any new claims are made. Should you wish to load funds for another day-to-day claim, we would require the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds onto your Onecard.
Kindly note that in-hospital claims can still be processed as the day-to-day benefit differs from an in-hospital claim.
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 to 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 you regarding the matter at hand.
Once again, we apologize for any inconvenience caused and we hope the above brings clarity on the matter.
Kind Regards,
Oneplan
Kind Regards,
Oneplan
Oneplan Insurance's reply01 Aug 2024, 19:25
Official
Dear Farrin,
Thank you for taking the time to bring this to our attention.
Thank you for taking the time to bring this to our attention.
We apologize for any inconvenience that has been caused and for the circumstances under which your posting has reached us. We take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value you as our client.
Kindly note that should funds be incorrectly utilized, or the cover limit has been reached, a non-premium balance will reflect on the policy. A non-premium balance is an amount that is due to Oneplan, this amount needs to be settled before any new day-to-day claims can be loaded.
Upon investigation, we discovered that the non-premium balance on your policy was related to a rejected Pet Med Savings claim from February 2024 due to the annual cover limit being reached. Kindly note that electronic communication was sent to you on the 22nd of February 2024 regarding the outstanding amount. Subsequently, we sent you three additional reminders to make payment for the outstanding amount in March 2024 which included our company banking details for the outstanding amount to be settled.
As per our policy terms and conditions, it is the responsibility of the client to ensure that any outstanding amounts are settled promptly before any new claims are made. Should you wish to load funds for another day-to-day claim, we would require the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds onto your Onecard.
Kindly note that in-hospital claims can still be processed as the day-to-day benefit differs from an in-hospital claim.
Upon investigation, we discovered that the non-premium balance on your policy was related to a rejected Pet Med Savings claim from February 2024 due to the annual cover limit being reached. Kindly note that electronic communication was sent to you on the 22nd of February 2024 regarding the outstanding amount. Subsequently, we sent you three additional reminders to make payment for the outstanding amount in March 2024 which included our company banking details for the outstanding amount to be settled.
As per our policy terms and conditions, it is the responsibility of the client to ensure that any outstanding amounts are settled promptly before any new claims are made. Should you wish to load funds for another day-to-day claim, we would require the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds onto your Onecard.
Kindly note that in-hospital claims can still be processed as the day-to-day benefit differs from an in-hospital claim.
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 to 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 you regarding the matter at hand.
Once again, we apologize for any inconvenience caused and we hope the above brings clarity on the matter.
Kind Regards,
Oneplan
Kind Regards,
Oneplan