GR
Gawie R
1 reviews | Active since Jul 2011
11 Mar 2024, 20:06
Worst Response ever on Emergency procedures.
One plan Pet Insurance.
We took out pet insurance for our puppy in July 2023. They have been paying for the normal day to day benefits.
In Feb 2024 our Vet informed us that our puppy needs to go for urgent medical surgery. This is a life threatening procedure due to our puppy having difficulty breathing.
One plan rejected our claim due to it being within the 12 months waiting period and also will not honor our claim after 12 months as they will not entertain a claim that has been logged within the 12 months waiting period.
What is the point of having pet insurance if you cannot claim. This is an emergency operation which has been to be done and is not cosmetic but life threatening.
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Oneplan Insurance's replyOfficial
12 Mar 2024, 10:29Dear Gawie,
Thank you for bringing this matter to our attention and for taking the time to speak with us.
We apologize for any inconvenience caused by the circumstances surrounding your Hellopeter posting. Customer feedback is important to us, as it helps us improve our service and processes to meet our clients' expectations. We extend our best wishes to you and your pet.
As per our telephonic conversation, the procedure that your fur-baby needs to undergo is a hereditary condition common to certain pet breeds and forms part of the 12-month waiting period since it was diagnosed within the first 12 months of your fur-baby being insured with us. As stated in the policy schedule, hereditary conditions are excluded from cover for the first twelve months of your pet being insured with us.
Kindly note that under the Standard Terms and Conditions (point 7.13.3) of your policy documents, it states that Claims that arise within a waiting period will not be entertained when the period has expired.
These exclusions are outlined in the policy documents and must be app**** consistently and fairly to all clients. We prioritize the best interests of your pet and will assist within the parameters set forth in our terms and conditions. Please note that we are regulated by the FAIS Act and are obligated to follow the TCF policy to ensure all clients receive fair service and coverage. If you are unsatisfied with this response, please do not hesitate to escalate your complaint to ***
We once again apologize for all that you have been through. Kind Regards, Oneplan
Thank you for bringing this matter to our attention and for taking the time to speak with us.
We apologize for any inconvenience caused by the circumstances surrounding your Hellopeter posting. Customer feedback is important to us, as it helps us improve our service and processes to meet our clients' expectations. We extend our best wishes to you and your pet.
As per our telephonic conversation, the procedure that your fur-baby needs to undergo is a hereditary condition common to certain pet breeds and forms part of the 12-month waiting period since it was diagnosed within the first 12 months of your fur-baby being insured with us. As stated in the policy schedule, hereditary conditions are excluded from cover for the first twelve months of your pet being insured with us.
Kindly note that under the Standard Terms and Conditions (point 7.13.3) of your policy documents, it states that Claims that arise within a waiting period will not be entertained when the period has expired.
These exclusions are outlined in the policy documents and must be app**** consistently and fairly to all clients. We prioritize the best interests of your pet and will assist within the parameters set forth in our terms and conditions. Please note that we are regulated by the FAIS Act and are obligated to follow the TCF policy to ensure all clients receive fair service and coverage. If you are unsatisfied with this response, please do not hesitate to escalate your complaint to ***
We once again apologize for all that you have been through. Kind Regards, Oneplan
Oneplan Insurance's reply12 Mar 2024, 10:29
Official
Dear Gawie,
Thank you for bringing this matter to our attention and for taking the time to speak with us.
We apologize for any inconvenience caused by the circumstances surrounding your Hellopeter posting. Customer feedback is important to us, as it helps us improve our service and processes to meet our clients' expectations. We extend our best wishes to you and your pet.
As per our telephonic conversation, the procedure that your fur-baby needs to undergo is a hereditary condition common to certain pet breeds and forms part of the 12-month waiting period since it was diagnosed within the first 12 months of your fur-baby being insured with us. As stated in the policy schedule, hereditary conditions are excluded from cover for the first twelve months of your pet being insured with us.
Kindly note that under the Standard Terms and Conditions (point 7.13.3) of your policy documents, it states that Claims that arise within a waiting period will not be entertained when the period has expired.
These exclusions are outlined in the policy documents and must be app**** consistently and fairly to all clients. We prioritize the best interests of your pet and will assist within the parameters set forth in our terms and conditions. Please note that we are regulated by the FAIS Act and are obligated to follow the TCF policy to ensure all clients receive fair service and coverage. If you are unsatisfied with this response, please do not hesitate to escalate your complaint to ***
We once again apologize for all that you have been through. Kind Regards, Oneplan
Thank you for bringing this matter to our attention and for taking the time to speak with us.
We apologize for any inconvenience caused by the circumstances surrounding your Hellopeter posting. Customer feedback is important to us, as it helps us improve our service and processes to meet our clients' expectations. We extend our best wishes to you and your pet.
As per our telephonic conversation, the procedure that your fur-baby needs to undergo is a hereditary condition common to certain pet breeds and forms part of the 12-month waiting period since it was diagnosed within the first 12 months of your fur-baby being insured with us. As stated in the policy schedule, hereditary conditions are excluded from cover for the first twelve months of your pet being insured with us.
Kindly note that under the Standard Terms and Conditions (point 7.13.3) of your policy documents, it states that Claims that arise within a waiting period will not be entertained when the period has expired.
These exclusions are outlined in the policy documents and must be app**** consistently and fairly to all clients. We prioritize the best interests of your pet and will assist within the parameters set forth in our terms and conditions. Please note that we are regulated by the FAIS Act and are obligated to follow the TCF policy to ensure all clients receive fair service and coverage. If you are unsatisfied with this response, please do not hesitate to escalate your complaint to ***
We once again apologize for all that you have been through. Kind Regards, Oneplan