Oneplan Insurance  Avaliações 797

Resposta de Oneplan Insurance

Atualizado há 2 dias

Dear Gerda,

Thank you for taking the time to share your concerns with us.

Following a thorough investigation, we would like to provide clarity on the matter. We have identified that the premium quoted during the policy application did not correctly reflect on our system. This issue was escalated to our IT department for rectification. Unfortunately, the correction was implemented after the initial debit instruction reflecting a lower amount had already been submitted to your bank. As a result, a subsequent debit request was processed to recover the outstanding balance required to align the premium correctly. However, this transaction was declined. Consequently, an outstanding amount remains payable on your policy and must be settled to ensure the policy remains in good standing.

With regard to the policy card, please note that this will be couriered to your selected address within 30 days following the successful collection of your first premium. You will receive an SMS notification once the card is ready for dispatch. As your policy inception date is 31/03/2026, the delivery is still well within the standard turnaround timeframe.

We trust that this clarifies the matter.

Kind regards,
Oneplan.

Resposta de Oneplan Insurance

10 de abr. de 2026

Dear Vallerie,

Thank you for bringing this matter to our attention.

Our sincerest apologies for the experience you've had with our services. We have noted that a manager has been in contact with you to discuss the matter and assist further. Feedback will be provided once the matter has been investigated.

We look forward to resolving the matter at hand.

Kind regards,
Oneplan.

Resposta de Oneplan Insurance

7 de abr. de 2026

Dear Hayley,

Thank you for bringing this matter to our attention.

Our sincerest apologies for the experience you've had with our services. Kindly note that a refund for the debit collected has been processed. The money will reflect in your bank account subject to your bank's processes and turnaround time.

We truly apologise for the inconvenience and frustration caused to you by this.

Kind regards,
Oneplan.

Resposta de Oneplan Insurance

Atualizado em 2 de abr. de 2026

Dear Gavin,

Thank you for taking the time to share your concerns with us.

May we kindly request that you send us an email to care@oneplan.co.za with your policy details in the subject line and provide more information on your experience. This will allow us to investigate the matter and provide feedback. In your email, please state that it is related to a TrustPilot Complaint.

We look forward to hearing from you to resolve the matter.

Kind regards,
Oneplan.

Resposta de Oneplan Insurance

30 de mar. de 2026

Hi Nicolaas,

Thank you so much for sharing your feedback with us. While we’re sorry to hear that your experience began with some frustration, we’re truly delighted that Thandeka was able to turn things around so quickly and professionally.

We’re pleased to hear that she corrected the errors on your policy efficiently, communicated clearly throughout the process, and ensured your documents were updated and sent through exactly as promised. Providing prompt, accurate support is something we strive for, and it’s wonderful to know that Thandeka’s dedication helped restore your confidence in our service.

We truly appreciate your kind words, they will mean a great deal to her.

Thank you for choosing Oneplan!

Kind regards,
Oneplan.

Resposta de Oneplan Insurance

20 de mar. de 2026

Hi Layla,

Thank you for your kind words and for awarding Mbali a 5 star rating. We’re thrilled that your experience with our team was excellent. We look forward to supporting you for many years.

Kind regards,
Oneplan.

Resposta de Oneplan Insurance

18 de mar. de 2026

Hi Valerie,

Thank you so much for sharing your feedback with us! We’re delighted to hear that you experienced excellent service and that your inquiry was handled quickly and efficiently. Providing fast, helpful, and reliable support is exactly what we aim for, and it’s wonderful to know we met your expectations.

Thank you for choosing Oneplan!

Kind regards,
Oneplan.

Resposta de Oneplan Insurance

Atualizado em 17 de mar. de 2026

Dear Vanessa,

Thank you for taking the time to share your feedback with us. We are truly sorry to hear about the frustration you’ve experienced, especially after being a loyal client for so many years. Your trust is important to us, and we want to address your concerns with clarity and fairness.

After carefully reviewing your policy and recent claim activity, we would like to clarify the reason your day‑to‑day claim from 17 March 2026 could not be processed.

Your policy currently has an outstanding rejected amount linked to the Pet Med Savings claim dated 19/06/2023.
In line with your policy terms, no further day‑to‑day claims can be processed until this outstanding amount has been settled. Unfortunately, this is why your recent claim for the Casualty benefit was declined.

We completely understand how frustrating this may feel, however, the system automatically prevents new day‑to‑day claims from being finalised while previous balances remain unpaid.

To ensure transparency, multiple SMS notifications were sent to you regarding the rejected amount and instructions on how to settle it. These messages were intended to avoid exactly this type of disruption to future claims.

We also note your concerns about delays when loading funds onto your Oneplan Card during vet visits. While most transactions are processed promptly, delays may occur due to rejected and/or outstanding claims.

We truly value your nine years with Oneplan and would like to assist you in clearing the outstanding amount so that your day‑to‑day benefits can function as normal again. Once the balance is settled, we will gladly process eligible future claims without delay.

If you need help retrieving the payment details or require us to resend the SMS with instructions, please let us know, we’re here to support you every step of the way.

Thank you for allowing us the opportunity to clarify this. We hope to resolve it quickly so you can enjoy the full peace of mind your cover is designed to provide.

Kind regards,
Oneplan.

Resposta de Oneplan Insurance

17 de fev. de 2026

Hi Janey,

Thank you for your kind feedback! We’re delighted to hear that Abongile assisted you swiftly with your request. Your appreciation means a lot to all of us at Oneplan.

Kind regards,
Oneplan.

Resposta de Oneplan Insurance

2 de fev. de 2026

Hi Gino,

Thank you for your feedback.

We’re pleased to hear that you found our service easy, transparent, and super helpful. Your appreciation means a lot to us, and we’re glad we could assist you.

Kind regards,
Oneplan.

Resposta de Oneplan Insurance

Atualizado em 27 de jan. de 2026

Dear Tyler,

Thank you for bringing this matter to our attention.

We acknowledge receipt of your complaint and note your dissatisfaction. Please accept our apology for any inconvenience experienced.

We would like to clarify that no policy is cancelled without prior communication to the policyholder. In all instances of cancellation, an SMS and an email are sent to the contact details registered on the policy, advising of the cancellation and the effective date.

If you did not receive this communication, may we kindly request that you send an email to care@oneplan.co.za with your policy details so that we may have a look into this and assist further. We take such matters seriously and would be happy to conduct a thorough investigation into the matter and address your concerns.

We understand your frustration and trust that this clarifies our cancellation process.

Kind regards,
Oneplan.

Resposta de Oneplan Insurance

26 de jan. de 2026

Hi Angela,

Thank you for sharing your feedback.

We’re delighted to hear that you’ve received friendly, efficient, and knowledgeable assistance with your pet insurance cover queries, and that your claiming and cover experience has been hassle-free since 2017. It’s especially rewarding to know that we’ve been able to support all four of your dogs over the years.

We truly appreciate your long-standing trust in Oneplan and thank you for being part of the Oneplan family.

Kind regards,
Oneplan.

Resposta de Oneplan Insurance

26 de jan. de 2026

Hi Danielle,

Thank you for your feedback.

We’re thrilled to hear that our agent went above and beyond to assist you with kindness. Your appreciation will be shared with the team, and we’re glad we could provide you with a positive experience.

Thank you for choosing Oneplan.

Kind regards,
Oneplan.

Resposta de Oneplan Insurance

23 de jan. de 2026

Dear Nicole,

Thank you for bringing this matter to our attention.

We acknowledge receipt of your complaint and note your dissatisfaction. Please accept our apology for any inconvenience experienced.

Following a thorough review, we would like to clarify that the claim has been reviewed fairly, subject to the stated terms and conditions as outlined in the policy schedule. Section 7 of the policy states the following; The conditions listed below will specifically be excluded from cover for all insured cats and dogs for a period of twelve (12) months from date of inception (pay attention to these!):
Cancer
Arthritis
Heart disease
Tumours/masses/growths
IMHA (Immune-Mediated Haemolytic Anaemia), Tuberculosis (TB)
Diabetes
Congenital, hereditary and pre-existing conditions

As per the claim submitted for your fur baby, the condition related to the claim is part of the list mentioned above. As your policy inception date is 2025/08/19, this means the 12 month waiting period applies in full and will have to be served before you are able to utilise the benefit. Due to this, the claim has been repudiated and a formal repudiation letter has been sent to the email registered on the policy informing you of the outcome of the claim.

Additionally, kindly note that the benefits, cover limits, and terms and conditions of the policy and plan are disclosed during the policy application and are sent via email once the application has been reviewed by our Underwriting Department. It is vital to read the document to familiarise yourself with the selected plan and its limitations.

The terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.

We understand that this may not be the outcome you were hoping for, but we trust that the above clarity helps explain how the benefits apply. Please be assured that one declined claim does not mean that future claims will not be covered. Each claim is assessed on its own merits and in accordance with the policy schedule.

Should you need any further assistance, we are here to help.

Kind regards,
Oneplan.

Resposta de Oneplan Insurance

23 de jan. de 2026

Hi Sune,

Your 5-star rating on the service received from Duncan is highly valued. Our clients and fur-babies are our number one priority, we aim to provide them with the best service possible. We're so proud of Duncan for assisting in a wonderful manner, and will be sure to recognize his efforts.

We look forward to keeping you impressed for the years to come.

Kind regards,
Oneplan.

Resposta de Oneplan Insurance

16 de jan. de 2026

Hi Priyasha,

Thank you for your heartfelt and detailed feedback! We’re truly delighted to hear about the outstanding service you received from Teboho. His helpfulness, patience, friendliness, and commitment to ensuring everything was clearly explained reflect the high standard of care we strive to provide. It’s especially wonderful to know that his personal insight made such a positive difference to your experience.

Your kind words and recommendation mean a great deal to us, and we’ll be sure to share this exceptional feedback with Teboho and the team.

Kind regards,
Oneplan.

Resposta de Oneplan Insurance

16 de jan. de 2026

Hi Sakina,

Thank you for taking the time to share such meaningful feedback. We’re truly grateful for your kind words and delighted to hear that Thulani provided exceptional support during a very frustrating experience. His patience, professionalism, and willingness to go the extra mile to personally assist with your pet’s claim is exactly the level of service we strive to deliver.

Your recognition of his dedication and care means a great deal to us, and we will most certainly share this feedback with him and the wider team.

Kind regards,
Oneplan.

Resposta de Oneplan Insurance

15 de jan. de 2026

Dear Angelique,

Thank you for bringing this to matter our attention.

We sincerely regret the circumstances that led to your complaint and apologize for any inconvenience you have experienced.

Upon investigation, we have noted that feedback related to your claim has been provided by our admission team and they have advised that your claim cannot be reviewed as you are still within the waiting period for the applicable benefit.

All policy benefits are subject to specific terms, conditions, and waiting periods, which are clearly outlined in the policy schedule and supporting documentation provided at inception and throughout the policy term. Oneplan applies these provisions consistently in line with Treating Customers Fairly (TCF) principles to ensure equal and fair treatment of all members.

We strongly encourage policyholders to review their policy schedule carefully to ensure a clear understanding of their selected benefits, limitations, and waiting periods.

We trust the above clarifies the matter.

Kind regards,
Oneplan.

Resposta de Oneplan Insurance

14 de jan. de 2026

Hi Magdalydgmail.com Magda,

Thank you for sharing your heartfelt feedback. We’re deeply touched to hear that Bayathanda was able to support you during such a difficult time with your fur baby. We’ll make sure to pass on your kind words and gratitude to her, as her care and compassion truly make a difference.

Kind regards,
Oneplan.

Resposta de Oneplan Insurance

11 de jan. de 2026

Hi Ian,

Thank you for your feedback.

We’re delighted to hear that you received great service from Mbali. Your appreciation will be shared with him, and we’re glad he could assist you so effectively.

Kind regards,
Oneplan.