Item: Oneplan Insurance
Rating: 1
Author: Renzo K

Oneplan Insurance's replyOfficial

02 Oct 2025, 10:14

Dear Renzo,

Thank you for bringing this matter to our attention.

At the outset, we extend our sincere apologies that your experience with Oneplan has not met your expectations. We take your concerns very seriously, and it is regrettable that your Hellopeter posting reached us under these circumstances.

Please be assured that customer service remains our highest priority, and we acknowledge that the level of service you experienced does not reflect the standard we strive to uphold. This matter has been reviewed internally.

With regard to your claim, we would like to provide clarity: as stipulated in the policy schedule, there is a 12-month waiting period for hereditary and con******* conditions. These terms and conditions form part of all policy documents and are communicated both prior to and during your time with us. In line with these terms, your claim could not be processed as the applicable waiting period has not yet been served. A formal repudiation letter outlining this decision will be sent to your registered email address.

While we regret the inconvenience caused, we remain committed to assisting you wherever possible within the parameters of your policy. We are also saddened by your decision to cancel your cover.

Kind regards,
Oneplan.

Oneplan Insurance's reply02 Oct 2025, 10:14

Official

Dear Renzo,

Thank you for bringing this matter to our attention.

At the outset, we extend our sincere apologies that your experience with Oneplan has not met your expectations. We take your concerns very seriously, and it is regrettable that your Hellopeter posting reached us under these circumstances.

Please be assured that customer service remains our highest priority, and we acknowledge that the level of service you experienced does not reflect the standard we strive to uphold. This matter has been reviewed internally.

With regard to your claim, we would like to provide clarity: as stipulated in the policy schedule, there is a 12-month waiting period for hereditary and con******* conditions. These terms and conditions form part of all policy documents and are communicated both prior to and during your time with us. In line with these terms, your claim could not be processed as the applicable waiting period has not yet been served. A formal repudiation letter outlining this decision will be sent to your registered email address.

While we regret the inconvenience caused, we remain committed to assisting you wherever possible within the parameters of your policy. We are also saddened by your decision to cancel your cover.

Kind regards,
Oneplan.

RK

Renzo K's updateReviewer Update

02 Oct 2025, 10:31

I can categorically tell you that service and peace of mind is not your number one priority.

I had a claim refused for an operation my dog needed as diagnosed by a veterinary specialist that Oneplan stated some bull excuse as per in their terms and conditions. I thought ok, maybe its just me...

But then, last week my girlfriend's dog, who is also on Oneplan, ate something poisonous, we rushed her to the vet, 4k later and surprise surprise Oneplan doesn't pay, stating she is in her waiting period and they don't cover illness. Illness ????? The vet even emailed them to say she ingested something poisonous, but the feed back was that one plan feels the assessor was correct in the assessment...

Like I said, you will use every excuse in YOUR book not to pay out. Two separate policies , different people claiming and same result.

RK

Renzo K's update02 Oct 2025, 10:31

Reviewer Update

I can categorically tell you that service and peace of mind is not your number one priority.

I had a claim refused for an operation my dog needed as diagnosed by a veterinary specialist that Oneplan stated some bull excuse as per in their terms and conditions. I thought ok, maybe its just me...

But then, last week my girlfriend's dog, who is also on Oneplan, ate something poisonous, we rushed her to the vet, 4k later and surprise surprise Oneplan doesn't pay, stating she is in her waiting period and they don't cover illness. Illness ????? The vet even emailed them to say she ingested something poisonous, but the feed back was that one plan feels the assessor was correct in the assessment...

Like I said, you will use every excuse in YOUR book not to pay out. Two separate policies , different people claiming and same result.

RK

Renzo K's updateReviewer Update

02 Oct 2025, 15:32

wiith regard to your claim, we would like to provide clarity: as stipulated in the policy schedule, there is a 12-month waiting period for hereditary and con******* conditions. These terms and conditions form part of all policy documents and are communicated both prior to and during your time with us. In line with these terms, your claim could not be processed as the applicable waiting period has not yet been served.

I would also just like to point out, that you assumed its hereditary, when in fact it was caused by a hard bump between the 2 puppies as they where playing like hooligans as per our vet. Not that you listen to anything the vets say, like to poisoning that doesn't fit under an emergency

RK

Renzo K's update02 Oct 2025, 15:32

Reviewer Update

wiith regard to your claim, we would like to provide clarity: as stipulated in the policy schedule, there is a 12-month waiting period for hereditary and con******* conditions. These terms and conditions form part of all policy documents and are communicated both prior to and during your time with us. In line with these terms, your claim could not be processed as the applicable waiting period has not yet been served.

I would also just like to point out, that you assumed its hereditary, when in fact it was caused by a hard bump between the 2 puppies as they where playing like hooligans as per our vet. Not that you listen to anything the vets say, like to poisoning that doesn't fit under an emergency

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