OnePlan Insurance
Reviews and Complaints

Good day,

POLICY: [protected]

POLICY HOLDER: DEBBIE DU PLESSIS

CLIENT/PET: MILO ROSSOUW DU PLESSIS (Dachshund)

CLAIMS: [protected], [protected], [protected], [protected]

Yesterday we phoned your call centre seeing that no one ever calls us regarding this matter and it was communicated that, once again, OnePlan is still confused with the fact that there are 2x Milo's on the policy which indicates that NO ONE seems to see the CLEAR fact that each and every claim form SPECIFICALLY states the all these claims are linked to 1x Milo, a MALE DACHSHUND!

It blatantly seems that NO ONE at your claims and investigations department care enough to read the claim forms, invoices and statements and lack the mental capacity to understand what the Vet actually communicated to the consultant.

I had to say goodbye to my dog and now I keep fighting with OnePlan's lackluster call centre and consultant affording me NO closure. Absolutely pathetic!

I have had enough of your lackluster help and constantly having to explain to you what is actually infront of you!

Your sorry and hollow escalation claims mean NOTHING to me! I want someone to pick up the phone, someone clued up with the ENTIRE matter and keep to the promise that was said to my mother (the policy holder) on Friday, 01/03/2024 that the matter has been resolved and someone will phone us - a call we are still waiting for.

I WANT MY REFUND FOR THE BURIAL/CREMATION BY COB TODAY!

Sincerely frustrated customer,

Marcel du Plessis obo Debbie du Plessis (policy holder)

duplessis. [protected]@gmail.com

[protected] — Forwarded message — From: Marcel du Plessis

Date: Tue, Mar 5, 2024 at 4:09 PM

Subject: Re: [protected] - CLAIMS: [protected], [protected], [protected], [protected]

To: Complaints (Oneplan), Oneplan Pet Claim

Cc: Martin Rossouw, Debbie Du Plessis

Good day,

POLICY: [protected]

POLICY HOLDER: DEBBIE DU PLESSIS

CLIENT/PET: MILO ROSSOUW DU PLESSIS (Dachshund)

CLAIMS: [protected], [protected], [protected], [protected]

There is a reason why the complaints department was CC'd in the mail because it has taken 2 months to settle the above claims because OnePlan keeps giving us the run around and requesting the same invoice over and over. Therefore EACH and EVERY invoice was sent last week with the complaints department CC'd therein where after it seemed like something was being done, although and yet again, it seems that there is no proper feedback regarding the matter as it seems no one actually investigates or reads all the mails below and the ton of emails sent before.

On Friday afternoon, 1 March 2024 a person by the name of Michelle (if I remember correctly) from Oneplan’s “Complaints Department” called my mother (the policy holder) and reassured her that the above matters were being investigated and being attended to.

Furthermore, she assured my mother that she would receive feedback by no later than Monday, 4 March 2024 regarding our complaint. It is almost COB on Tuesday, 5 March 2024 and still no feedback from neither a OnePlan consultant, nor someone at the Complaint's Department.

The lack of urgency, feedback and keeping to your word absolutely disgusts me. if you cared as much as what the tag at the end of each of your mails said, these claims would've been settled months ago.

Kindly provide feedback ASAP!

Sincerely frustrated customer,

Marcel du Plessis obo Debbie du Plessis (policy holder)

duplessis. [protected]@gmail.com

[protected]

image. gif

On Tue, Mar 5, 2024 at 3:55 PM Complaints (Oneplan) wrote:

Gooday Marcel Du Plessis,

We hereby acknowledge receipt of your emails. We have noted that these emails were also addressed to the Claims Department who will handle the claims.

Kindly advise me with whom you spoke with so we can escalate your concerns and expedite your response.

The Complaints Department does not make outbound phone calls.

We will afford them an opportunity to assist, should you wish to lodge a formal complaint after the matter has been finalised, you may do so in line with our Complaints Resolution Policy which is attached for your perusal.

Kind regards,

Mardhiyah Abrahams

Complaints (Oneplan)

E: [protected]@oneplan.co.za

[protected]

2nd Floor, South Tower, Nelson Mandela Square, Corner Maude & 5th Street, Sandton City, Johannesburg, 2196

oneplan.co.za

Oneplan is sold by Oneplan Brokers (Pty) Ltd and administered by Oneplan Underwriting Managers (Pty) Ltd, authorised financial services provider FSP43627 and FSP43628. Oneplan is not a benefit option regulated by the Medical Schemes Act, but a short-term insurance product underwritten by Bryte Insurance Company Limited a licensed insurer and an authorised FSP (17703). No liability is accepted for any consequences arising from this email. Please refer to the Terms of Use.

Should you require further assistance please e-mail [protected]@oneplan.co.za

From: Marcel du Plessis

Sent: Tuesday, March 5, 2024 11:09 AM

To: Claims Pet (Oneplan) ; Complaints (Oneplan)

Cc: Martin Rossouw ; Debbie Du Plessis

Subject: [protected] - CLAIMS: [protected], [protected], [protected], [protected]

Good day,

POLICY: [protected]

POLICY HOLDER: DEBBIE DU PLESSIS

CLIENT/PET: MILO ROSSOUW DU PLESSIS (Dachshund)

CLAIMS: [protected], [protected], [protected], [protected]

A call was received on Friday, 01/03/2024 from your Complaints Department stating that we (Debbie - the policy holder) would be receiving feedback by Monday, 04/03/2024... It is already almost midday on Tuesday, 05/03/2024 and we still have not received any feedback on any of these claims.

As per your statement on 01/03/2024, we request feedback by close of business today, 05/02/2024 or this matter will be referred to the ombudsman.

We await your urgent response, today.

Sincerely frustrated customer,

Marcel du Plessis obo Debbie du Plessis (policy holder)

duplessis. [protected]@gmail.com

[protected]

Image removed by sender. — Forwarded message — From:

Date: Thu, Feb 29, 2024 at 2:50 PM

Subject: FW: URGENT URGENT URGENT! MILO ROSSOUW DU PLESSIS (POLICY NUMBER: [protected]) - REJECTED CLAIMS?

To:

Cc:,

POLICY: [protected]

POLICY HOLDER: DEBBIE DU PLESSIS

CLIENT/PET: MILO ROSSOUW DU PLESSIS (Dachshund)

“REJECTED” CLAIMS: [protected] & [protected]

CLAIM: [protected] - BURIAL & CREMATION REFUND

Good day,

I have just noticed on the OnePlan App that the above claims have been “rejected” – PLEASE OPEN THE ATTACHMENT.

Kindly refer to the attached explaining that claim [protected] indeed does have an invoice PPCP-2115 which you request on your “claim statement”. Also find a note on the Vet’s statement attached with a very nice explanation how the payment was allocated. If you do not understand the explanation or allocation, please contact the Vet, Dr Marga Joubert directly at Pet Pronto.

Furthermore, claim [protected] forms part of the payment of the R2400 (R1550 + R850 = R2400) on the 25/01/2024 where once again the vet, Dr Marga Joubert explains very nicely how the payments were applied/allocated and where you received all the applicable invoices in my previous email regarding same – refer to those same invoices in my email from earlier today which details the R2400 very nicely to read and understand.

Again I explicitly request that that CLAIM [protected] BURIAL & CREMATION REFUND be refunded within 24 hours.

Hoping you find the above in order.

Regards

Debbie

From: [protected]@advchambers.co.za

Sent: Thursday, February 29, 2024 10:13 AM

To: '[protected]@oneplan.co.za'

Cc: 'duplessis. [protected]@gmail.com' ; '[protected]@gmail.com' ; '[protected]@petpronto.co.za'

Subject: URGENT URGENT URGENT! MILO ROSSOUW DU PLESSIS (POLICY NUMBER: [protected]) - OUTSTANDING CLAIMS

Good day,

POLICY: [protected]

POLICY HOLDER: DEBBIE DU PLESSIS

CLIENT/PET: MILO ROSSOUW DU PLESSIS (Dachshund)

CLAIM: [protected] & [protected]

CLAIM: [protected] - BURIAL & CREMATION REFUND

With reference to my telephonic conversation on Wednesday, 28 February 2024 with one of your agents.

I attach hereto the statement received from Pet Pronto with all notes specifically indicating the payments allocated to each and every invoice which was outstanding at their clinic/offices. The Vet, Dr Marga Joubert had a problem to consult as her account was in arrears however Milo was very ill at that point and being the caring person that she is was prepared to take care of Milo. In the meantime Oneplan was twiddling their thumbs about approving the invoices and therefore, a plan of action was taken to pay her outstanding invoices and these payments were allocated to the oldest outstanding accounts by using the amount that was available on the One Card = R2400 and R850 respectively.

No feedback has been received pertaining to the hospitalization of Milo on 25/01/2024 - the Pre-Authorisation documentation was sent on a previous time – what is happening about this?

Furthermore to the above, I attach each and every invoice which appears on the statement in order for Oneplan to approve and finalize these claims once and for all.

Please feel free to contact Dr Marga Joubert if you should require any additional information regarding the above.

I also want to state that it is of utmost importance (see attached Invoice PPCR-2261) to obtain the refund for Milo’s burial/cremation as my children paid that account in full. It was very traumatizing for my children and if you care any bit as Oneplan says they care, then you will see to it that we get refunded within 24 hours.

I cannot explain how urgent this matter is and your approval for the above claims would be best before close of business today.

Regards

Debbie

Image removed by sender. Mailtrack

Sender notified by

Mailtrack

03/05/24, 11:06:22 AM

Complaints (Oneplan)

e: [protected]@oneplan.co.za

t: [protected]

2nd Floor, South Tower

Nelson Mandela Square

Cnr Maude & 5th Street

Sandton City

Johannesburg, 2196

Oneplan is sold by Oneplan Brokers (Pty) Ltd and administered by Oneplan Underwriting Managers (Pty) Ltd, authorised financial services providers FSP43627 and FSP43628. Oneplan is not a benefit option regulated by the Medical Schemes Act, but a short-term insurance product underwritten by Bryte Insurance Company Limited a licensed insurer and an authorised FSP (17703). No liability is accepted for any consequences arising from this email. Please refer to the Terms of Use.

Should you require further assistance please e-mail [protected]@oneplan.co.za — Forwarded message — From: Marcel du Plessis

Date: Wed, Feb 28, 2024 at 10:13 AM

Subject: Re: Outstanding claim ONE:[protected] [#Ref: [protected]]

To: Oneplan Pet Claim,

Cc: Martin Rossouw, Debbie Du Plessis

Good day,

POLICY: [protected]

POLICY HOLDER: DEBBIE DU PLESSIS

CLIENT/PET: MILO ROSSOUW DU PLESSIS (Dachshund)

CLAIMS: [protected] & [protected]

WHAT IS SO DIFFICULT TO UNDERSTAND?

The statement (attached hereto) CLEARLY reflects that an amount was paid to Pet Pronto (the vet) on 25/01/2024 in the amount of R2400 and the R850 was paid on 07/02/2024 (check the cards transactions). It furthermore CLEARLY indicates that the R2400 and the R850 was allocated to the ENTIRE outstanding amount for MILO ROSSOUW DU PLESSIS.

He was further admitted to spend the night at the vet, which hospital admission Pre-Authorisation was ALSO sent - CHECK YOUR MAILS!

OnePlan took 3 months to approve his claim of 18/11/2023, therefore we could not load any additional amount on the OnePlan card. The vet helped on a credit basis as OnePlan could not understand that there were 2x Milo's on the policy. Thus, the account with the vet accumulated and, after the 3 month lackluster service of OnePlan, the claim for 18/11/2023 was approved. We then loaded the card with R2400, which was then used to settle the vet account as much as possible - the current outstanding amount of R551.00 (see statement).

READ THE INVOICES, READ THE STATEMENT, READ THE COUNTLESS EMAILS SENT TO YOU OVER AND OVER AND OVER AGAIN!

OnePlan has again proven another lackluster take on your investigations department as well as your customer service department.

Sincerely frustrated customer,

Marcel du Plessis obo Debbie du Plessis (policy holder)

duplessis. [protected]@gmail.com

[protected]

From: Oneplan Claims Main

Sent: Wednesday, February 28, 2024 7:56 AM

To: [protected]@advchambers.co.za

Subject: Re: RE: Outstanding claim ONE:[protected] [#Ref: [protected]]

Dear Debbie

Hope you are well

Please kindly note that you withdrew an amount of R2400 however the invoices received is for an lesser amount, please note that pet med savings is only for an amount of R900.00, therefore there is an rejected amount /claim on your policy.

Should you need any further assistance please feel free to contact us

Also, note that we have a data-free app that you may download on your smartphone Or you may contact us on our WhatsApp line [protected]

Kindly Regards

Kenley Du Plessis

Your reference number is #[protected]. Please retain this number for future communication. — Forwarded message — From: Marcel du Plessis

Date: Wed, Feb 28, 2024 at 9:56 AM

Subject: Re: [protected]: BURIAL & CREMATION REFUND (MILO ROSSOUW DU PLESSIS) [#Ref: [protected]]

To: Oneplan Pet Claim,

Cc: Martin Rossouw, Debbie Du Plessis

Good day,

POLICY: [protected]

POLICY HOLDER: DEBBIE DU PLESSIS

CLIENT/PET: MILO ROSSOUW DU PLESSIS (Dachshund)

CLAIM: [protected] - BURIAL & CREMATION REFUND

That is not good enough!

The claim was sent on 22/02/2024 (a week ago) and the same exact answer has been given for the past week.

Yet again, it seems that OnePlan's turnaround time is 3 weeks as that is how long every claim submitted to you over the past 3 months has taken!

Every claim submitted for him has been dragged out because no one seems to go the extra mile. I'm terribly disgusted and disappointed in OnePlan's lackluster performance.

Sincerely frustrated customer,

Marcel du Plessis obo Debbie du Plessis (policy holder)

duplessis. [protected]@gmail.com

[protected]

image. gif

On Wed, Feb 28, 2024 at 9:48 AM Oneplan Pet Claim wrote:

Good day Marcel,

I hope this email finds you well.

Kindly note that your claim has been captured and has been sent to our in-hospital assessors for it to be processed, once your claim has been finalized you will receive an email with the outcome of your claim.

Should you need any further assistance please feel free to contact us.

Kind regards, — In Reply To — From: duplessis. [protected]@gmail.com

Date: Wed 28th February 2024, 9:34am

Subject: Re: [protected]: BURIAL & CREMATION REFUND (MILO ROSSOUW DU PLESSIS) [#Ref: [protected]]

To: [protected]@oneplan.co.za

Cc: [protected]@gmail.com, [protected]@gmail.com

Good day,

POLICY: [protected]

POLICY HOLDER: DEBBIE DU PLESSIS

CLIENT/PET: MILO ROSSOUW DU PLESSIS (Dachshund)

CLAIM: [protected] - BURIAL & CREMATION REFUND

Any feedback on this or is OnePlan going to take their glorious pathetic time once again with every imaginable excuse?

I want feedback TODAY or my refund in my account TODAY!

I am sick and tired of OnePlan's pathetic service.

Sincerely frustrated customer,

Marcel du Plessis obo Debbie du Plessis (policy holder)

duplessis. [protected]@gmail.com

[protected]

image. gif — Forwarded message — From: Marcel du Plessis

Date: Tue, Feb 27, 2024 at 11:19 AM

Subject: Re: [protected]: EUTHANASIA & CREMATION REFUND (MILO ROSSOUW DU PLESSIS) [#Ref: [protected]]

To: Oneplan Pet Claim

Cc: Martin Rossouw, Debbie Du Plessis

Good day,

POLICY: [protected]

POLICY HOLDER: DEBBIE DU PLESSIS

CLIENT/PET: MILO ROSSOUW DU PLESSIS (Dachshund)

CLAIM: [protected] - BURIAL & CREMATION

Any feedback on this. It's almost a week or is OnePlan going to take their glorious pathetic time again?

I want feedback TODAY or my refund in my account TODAY!

I am sick and tired of OnePlan's pathetic service.

Sincerely frustrated customer,

Marcel du Plessis obo Debbie du Plessis (policy holder)

duplessis. [protected]@gmail.com

[protected]

On Mon, Feb 26, 2024 at 3:31 PM Oneplan Pet Claim wrote:

Hi Marcel,

Thank you for your email.

We apologize for your service experience. Our in hospital team is in currently working on your claim they will provide you feedback as soon as the claim has been finalized.

Kind Regards,

Beverley Jantjies

Your reference number is #[protected]. Please retain this number for future communication. — Forwarded message — From: Marcel du Plessis

Date: Wed, Feb 28, 2024 at 9:32 AM

Subject: Re: Outstanding claim ONE:[protected] (ABSOLUTE PATHETIC SERVICE)

To: Oneplan Pet Claim,

Cc: Martin Rossouw, Debbie Du Plessis

Good day,

POLICY: [protected]

POLICY HOLDER: DEBBIE DU PLESSIS

CLIENT/PET: MILO ROSSOUW DU PLESSIS (Dachshund)

CLAIM: [protected]

ONCE AGAIN YOUR SERVICE IS ABSOLUTELY PATHETIC!

Why does the app reflect that the claim has been rejected because you haven't received the invoice/statement if it was sent NUMEROUS times and included herein AGAIN!

READ THE EMAIL AND READ THE STATEMENT ATTACHED wherein it reflects EVERY transaction.

WHAT IS SO DIFFICULT TO UNDERSTAND?

READ AND CHECK THE STATEMENT!

I want feedback TODAY!

Sincerely frustrated customer,

Marcel du Plessis obo Debbie du Plessis (policy holder)

duplessis. [protected]@gmail.com

[protected]

image. gif — Forwarded message — From: Marcel du Plessis

Date: Tue, Feb 27, 2024 at 11:14 AM

Subject: RE: Outstanding claim ONE:[protected] (ABSOLUTE PATHETIC SERVICE)

To: Oneplan Pet Claim,

Cc: Martin Rossouw, Debbie Du Plessis

Good day,

POLICY: [protected]

POLICY HOLDER: DEBBIE DU PLESSIS

CLIENT/PET: MILO ROSSOUW DU PLESSIS (Dachshund)

CLAIM: [protected]

YOUR SERVICE IS ABSOLUTELY PATHETIC!

I see that we're heading down the same route as each and every previous route after submitting documents, you just keep requesting the same thing over and over again. ATTACHED HERETO AGAIN!

READ THE EMAILS, READ THE INVOICES, READ THE STATEMENT, READ THE COUNTLESS EMAILS SENT TO YOU OVER AND OVER AND OVER AGAIN!

The invoice, dated 07/02/2024, was sent per email on 13/02/2024 (check your mails), together with EVERY other invoice requested. The same explanation is given here as the previous time, CHECK THE STATEMENT!

The statement CLEARLY reflects that an amount was paid to Pet Pronto (the vet) on 25/01/2024 in the amount of R2400 and the R850 was paid on 07/02/2024 (check the cards transactions). It furthermore CLEARLY indicates that the R2400 and the R850 was allocated to the ENTIRE outstanding amount for MILO ROSSOUW DU PLESSIS.

OnePlan took 3 months to approve the claim of 18/11/2023, therefore we could not load any additional amount on the OnePlan card. The vet helped on a credit basis as OnePlan could not understand that there were 2x Milo's on the policy. Thus, the account with the vet accumulated and, after the 3 month lackluster service of OnePlan, the claim for 18/11/2023 was approved. We then loaded the card with R850, which was then used to help further settle the vet account as much as possible - the current outstanding amount of R551.00 (see statement).

It can also be noted that the invoice in question has the same date as the statement, as well as the last transaction on the card, namely 07/02/2024.

OnePlan has again proven another lackluster take on your investigations department as well as your customer service department.

CHECK THE STATEMENT!

Sincerely frustrated customer,

Marcel du Plessis obo Debbie du Plessis (policy holder)

duplessis. [protected]@gmail.com

[protected]

image. gif — Forwarded message — From:

Date: Tue, Feb 27, 2024 at 11:01 AM

Subject: RE: Outstanding claim ONE:[protected]

To:, Oneplan Claims Team

Cc:

Good day,

Why do you keep sending me the same irritating emails?!

We have sent the information to you MANY TIME BEFORE AND YOU KEEP REQUESTING THE SAME!

You do not comply with what you say in your email hereinbelow:

We wish to always provide you with superior services. Our clients are our #1 priority. We look forward to establishing a healthy relationship with you.

You do not know what superior service is even if you look it in the eye and nor do you know what #1 priority is to your clients. Furthermore, there is no healthy relationship if you cannot provide us with a decent service.

Regards

Debbie

From: Oneplan Pet Insurance

Sent: Tuesday, February 27, 2024 10:37 AM

To: [protected]@advchambers.co.za

Subject: Outstanding claim ONE:[protected]

Importance: High

Hi Milo Rossouw,

Your Pet Med Booster claim on 2024/02/07, Reference no. [protected] cannot be processed due to the following reason Require detailed invoice/statement. Please provide us with the required info as soon as possible.

You will not be able to load another claim until this claim is finalised. This can also be done using the upload function via our app.

Remember that Onepet is NOT a medical aid but medical insurance. Should you have any questions, please contact us on the numbers provided and our call centre will assist you.

We wish to always provide you with superior services. Our clients are our #1 priority. We look forward to establishing a healthy relationship with you. For any queries, please do not hesitate to contact us on [protected].

Regards,

The Oneplan Team

I joined this insurance in early October and it deducted by the end of October and I had some financial crisis which made me to cancel this policy and I sent an email for cancelation and the consultant foned me back to assist me with cancelation but he said there will be no refund because I did my cancelation after 7 days as per policy but when l went through the policy it says I will get my refund if I cancel within 30 days of joining, so this company is misleading us coz the policy it's written in black and white but at the end of the day they don't pay back the money.

Poor service

Response time on their WhatsApp Chat over an hour with no response. Chat started on 12/09/2023 at 09:48. Time of this msg is 11:19 still with no response on WhatsApp chat

Emails for emergency authorization no response for over a week. First mail send 04/09/2023 then I responded with the required information on 05/09/2023. Today is 12/09/2023 still with no feedback.

Phoned them. Their manager said she will get back to me within 15 minutes. Also no one phoned me back.

Utterly poor service

a Customer service agent phoned me for a quote and gave all my details. He then asked for my bank details which I did not want to give. a Manager was called to explain that it does not finalize the policy it is only to get the documents to the underwriters, which hesitantly I gave. Waited for 5 days no documents. Phoned in and was advised that policy documents on the way. Still nothing. Went online to ask what is happening with the policy and apparently incorrect email address which I gave. As I told the Customer Care person, Me and my husband would review the policy before we accept. The 28 August I mailed in to cancel as we have decided to go with my husband company policy. This was in the 7 day cooling off period. An Cancellation agent phoned me today to tell me a debit order will be taken off my account as they need a months notice. I never agreed to this and was horrified at the way the Cancellation person spoke to me and laughed over the phone. This is such bad service. I have never experienced such terrible service. I was tricked into giving my bank details as the manager assured me that I have to authorize the debit order details via sms and never did. I will not be liable for this debit order and want it stopped. Policy no [protected]

My Aunt has been with One Plan for 13 months. She has extremely bad pain in her right hip. She has seen a specialist and she has been informed that she needs a hip replacement. After submitting the quote, which will cost R170 000, One Plan will only cover R53 000.

Why have medical insurance if they don't cover major medical procedures?

Where or how is it possible for a pensioner to cover the short fall?

R53 000 won't even over an emergency like an heart attack.

Totally disgusting

I requested a new medical insurance. Hospital cover. When I received the first call from the sales agent my request was clear.

Only to find out that the medical insurance is not for hospital cover but for Dr's visits and emergency room cover only.

I requested this insurance to be cancelled and every agent I speak to is giving me different feedback.

I have an email from the agent I spoke to Moegammat, saying that the medical insurance is cancelled from the 1st of November and no further debit orders will run, then received a sms that it only be cancelled the end of December and then will deduct premiums again?

Policy number [protected]

Shamma Bhugwandeen

Cell [protected]

My policy was suspended due to non payment, however payment was made 2 weeks ago, the 30th of July 2022 in full. I was told my policy will be reinstated immediately, it's now 2 weeks the policy remains suspended.

I contacted Courtney Lodewick and them Manager Savashen Padayachee and the manager does not reply to 3 emails thus far to him.

I will take this matter further legally as Oneplan is debiting my account but my policy is suspended, it's illegal.

Policy number [protected]

My plan was suspended due to non payment, I made full payment on the 1st of August 2022 and to date, after 2 weeks my policy still remains suspended. I tried to get in contact with the manager Savashen Padachy with emails, there is no response.

Shamma Bhugwandeen

Cell [protected]

Both my pug dogs was insured for accident plan with a burial payout of R1500. On 26/5/2022 my Male pug, Gizmo had a stroke during the night and had to be euthanized in the morning at the Vet. Five days later, 30/5/2022 after the scan showed that my female, Pooka, had bladder cancer I had her to be euthanized. What a traumatic experience I had to endure. Both times when I contacted Oneplan Pet for burial benefit of R1500 per dog I was informed that benefit was denied because they passed away due to natural causes. What the heck! They passed away and had a cover for burial. I had them cremated and settle the bill myself. On the 01/06/2022 a deduction was made from my bank account and I override it. A few days later an agent phoned me from Oneplan Pet and had the audacity to ask me how many dogs do I want to insure on my policy after I informed them to cancel my policy because both dogs who was insured, passed away. About 2 weeks after Gizmo passed away a courier delivered a parcel which had a candle and sympathy card. I emailed three weeks later and asked if I was going to receive the same condolences package for Pooka but up until today I never received any feedback or parcel for Pooka. This is a disappointing ordeal. Today is 14/8/2022 no feed back or a condolences. Worst company ever!

Hi Jeremy

As my email stated yesterday i am really upset with how i was dealt with customer service Pumla

Blackie and vomiting and diarrhea since Friday evening. I made an appointment with the vet at 14h20 and one plan loaded the R1300 mo issues.

Once at the vet they took an xray to see what is going on amd found there might be an obstruction and suggested he be hospitalized. Upon this i called one plan and spoke to Pumla to get pre authorization for him to be admitted. Pumla advised me that oneplan does not work like this. She advised blackie can be admitted on discharge fr hospital i need to pay the vet in full and receive a claim form and paid invoice and submit to oneplan and then the underwriters will decide if they will pay for everything or not.

So i come to my point and please go back to our calls before i even decided to join one plan. You advised i will never experience the above as one plan gives pre authorization and load funds as to an estimate the vet gave. I specifically informed you i was with medipet who is amazing however they do not pay upfront hence i wanted to move and you promised me that one plan definitely will do pre auth. And pay estimate so if something happens i can pay the vet.

So being stressed in between with blackie and speaking to Pumla who advised i got wrong information upon signing up, Blackie had to get bloodtests to see why he is so ill im the hopes that someone else from oneplan will call me and confirm what you said in the beginning is the truth.

My dog is more important than 2 people which either one lied to me.

I had to pay in over R2600 myself and had to take blackie home not knowing if he will make it through the night as i could not afford to pay the vet upon discharge as they were going to do more tests ect on him.

So know i await your feedback on the above and if you cannot answer me to get main management to call me to advise who lied to me you or Pumla

Kind Regards

I have asked One Plan on numerous occasions to remove my contact details from their system. I canceled my pet insurance, I don't want to be contacted by One Plan anymore, I get 5 to 10 calls per day. I asked so many times for my information to be removed from the system. I Opted out. They are contravening the Popi act. If the harassments doesn't stop I will report them.

Good day I currently have my female lab with one plan insurance and have had her on the same plan for 2 years. I made an inquiry about adding my other pets onto the plan and I received quotes, Not once did I ever ask them to downgrade her from the classic plan to hospital cover - It was simply an inquiry to add additional pets and the one request was for a quote including Nala being downgraded with the other pets added. My Nala now needs to go see the vet only to find out she has been downgraded to hospital plan. this was never my request or instruction only an inquiry.
I would like to know now what I have paid premiums for more than 2 years she has been to the vet 3 times in those 2 years and now I have been down graded - I want this resolved and I am not going to go on a waiting period for a "new plan" I am really pissed off that this has happened I want this resolved as soon as possible. She needs to see a vet and the whole reason I took out a medical for her was for this reason

It's been 2 months now (From July-Aug 2021) waiting for someone to call me back to resolve my query regarding the cancellation of my plan, as well as correcting the amount I am supposed to be paying! I have sent numerous emails and have spoken to almost 4 consultants and no one seems to be able to resolve this matter. My conversation with all the consultants ended with "I will call you back again to give you the final feedback", and I am still waiting for that call today. This is really frustrating.

On Friday July 30 I asked OnePlan to cancel a policy because both people covered had passed on and I had sent death certificates. All I got was an automated reply. Today. August 2, OnePlan debited my account and when I complained I was told there's a 30-day cancellation period. How is it that I would have to give a 30-day notice when the people covered in the policy are both late? How is one expected to give a 30-day notice for a death?

OnePlan is a bad cover. Over the years they have repudiated many claims on behalf of my parents (the beneficiaries) and the response from customer service have been nothing but unsatisfactory. I only stayed with them because I feared for a situation where one or both of my parents suffered from a dread disease and I couldn't afford it.

insurance number :ST0628866

I signed up for One Plan car insurance on the 5th of March 2021, as I was fetching my car from the dealership on the 6th of March 2021. Since inception, I have been having issues with the One Plan app which I had communicated. I also went to PG Glass in order to try get the validation of the car sorted out, but unfortunately, due to the working hours clashing with my working hours, it was closed every time I got there. Even through the struggles, I was able to upload pictures on my One Plan app, but every single time I upload then they would come back and ask me to re-upload pictures that they didn't have issues with at inception. As I had stated, the app has been giving me problems. It crops out pictures I took and deforms them. It takes 5 minutes just to upload 1 picture. In overall, to upload all pictures, it would take a good 2-3 hours. Also, the time it takes for them to validate the pictures is too long. Meanwhile, I will be driving a car that is not insured but I am paying every single month. I have reached out to quite a number of employees to help me with this issue, but nobody was keen as nobody was replying to my emails (as seen attached). I then decided to drive to One plan on the 20th of July 2021 (during my sick leave - sick note attached) as I realized that my car has never been covered from March and I had uploaded all pictures and paid all my premiums without fail on time. I also recently changed my address from Cape Town to Klerksdorp, and nobody mentioned that my car is still not covered. They changed my address and updated my premiums even though I was apparently still not covered by One Plan car insurance. I am still having issues to date with the app. I have even changed phones and I am still having problems. The app shows that I am 25% covered, whereas I am paying to be covered 75% with 25% excess. I still have 3 different "car and household policies" on my One plan app. I have asked about this and was told it will be resolved, but it however has still not been resolved. A lot of my issues can be seen in my email communications with the One Plan personnel.

I would like you to please assist me get my premiums refunded for the period my car was not covered as I had done everything on my side and the problems were with One Plan which were only resolved when I drove to their offices.

Got an accident on the 25th May 2021, i reported and claimed the same day. I was told to supply them with 2x quotations, which according to me it's their work, I got an accident for heaven sake, I don't have a car.. I walked long distance looking for those quotes cos many of panelbeaters are out of town and at the end not even one from those quotes was chosen. Until today the 29th of June I'm still given run around, I don't know what to do, when I call they sent me from pillar to post, I lost I don't know how much of my money on airtime to call them... I report to work at 05:30 in the morning and I carry firearm to work, I really don't feel safe in public transport cos it's still very dark at around that time. Their service is very poor I won't even recommend it to anyone else, I'm still with them because I want my car to be fixed.

Disgusting! If you knows whats good for your health and looking for peace of mind do not sign up with this pathetic excuse of a health insurance!
four months into the policy, My wife was suddenly going blind in one eye on late Saturday afternoon 05/12/2020, called in to notify One plan and seek hospital authorization. Had to deal with a consultant named Denzil (whom hasn't a stitch of empathy). Was then told "if at my own discretion" I want to take her to the nearest hospital and the situation isn't "life threatening" I will have to fit the bill. How the hell must I know I am not a doctor and all private GPs are closed on saturday afternoons where I live.
Basically we where lefty in the dark.
We then had to spend the balance of saturday and sunday sitting at a Government hospital with limited facilities and access due to covid, they were unable to properly diagnose the cause or reason due to it being a weekend however the situation was getting worse and not better.
I then had to book an urgent private specialist appointment on Monday morning, after checking my wife the Dr immediately rule this out as a hospital emergency as she is in danger of going totally blind with a list of possible causes unknown and proper test need to be run to establish the cause!
Again I tried to reach out to One plan for hospital assistance as we apparently have R50000 hospital cover according to the plan my wife is on and again had to deal with the same Robot Denzel to seek hospital authorization and guess what they declined us!
My wife never had a pre-exsisting eye condition yet Apparently we now not covered for it, I am currently awaiting for the MRI scan which is the only way to tell whats is actually wrong and good luck!, One life if its ruled out as a life threatening condition to do with her brain etc. Expect a law suite coming your way for gross negligence and not honoring your word.
I will using all media platforms available to me to let people know of all the dishonesty your selling to honest hard working people, so they what to expect from a useless ONE PLAN medical insurance. im moving across to a proper medical aid that will cost slightly more but there when you need them.
Further more I had sent you a formal cancellation letter with immediate effect via email, do not attempt to put your grubby hands into my account and debt my account for December. I will reverse it!

Mi wife was taken to casualty at hospital after an illness being in bed for three consecutive days complain of a severe pain in her chest. As it was in the time of lockdown we were not able to get access to our physician .On the third day she complained of the pain getting worse and by now she was so sick she could hardly get out of bed.
I phoned Oneplan to try get authorization before getting her to hospital but was informed that the hospital will have to do that taking in consideration her symptoms and condition. As I am not a doctor but was worried about her condition not knowing if it could be a life threatening condition I took her to hospital. I gave the hospital the Oneplan no, as I could not go in myself due to covid conditions. I can not see that the doctor in the casualty department would have seen it fit to do an ECG and other pathological tests should he also not expect a severe condition could be underlying due to her symptoms at the time.
Now looking at my claim history, I cannot see this is not covered should the time arise for an emergency illness treatment being rejected. I would also like to know if authorization was given to the hospital and if not why did they then carry on with the tests with the risk of not getting paid if they, as medical professionals don't see it being deemed necessary considering the symptoms on that time
If the wrong medication was subscribed for the illness, I as a client could not be held liable for that as that must be the doctor being at fault.

Please provide as much information as possible...

i cancelled my car insurance with one plan and they confirmed that it was cancelled and there will be no debit order that will go through but that was all a lie because there is an unauthorized debit order from one plan on my account for r409.71.. they have caused so much inconvenience and they are very unprofessional. what one plan did is fraud because I had mentioned to them that i already have a car and i cannot have two but in their desperation to sign new clients they they proceed to debit without any agreement. I want my money back urgently
2019 August 31

Obtained Authorisation from One Pet Insurance, send Claim forms and Claim has not been paid to "exclusions" not noted in Policy. Consultants very unhelpful with a" take it or leave it "attitude I have send an e mail for cancellation today after paying this policy for 2 and a half years - VERY UNHAPPY AND DISSATISFIED WITH One Pet Insurance