One Plan Pet Insurance review: Pet insurance

On April the 8th we rushed our dog to the vet as something just didn't seem right and she wasn't her usual self. Lethargy, heavy breathing, not eating.

After x-rays and assessments it seemed as Deloris had a bit of Pneumonia. The doctor prescribed some antibiotics and send us off home after paying the R2700 bill.

The following day our Vet Visit Claim was approved for R1300. Great, this is what we are covered for for a visit. Its Health Insurance after all, not a Medical Aid.

Doloris went home and after day three she started eating a bit, seemed a bit more perky and we thought things are looking brighter.

A week later on Thursday the 14th early morning I rushed Doloris to the hospital as her condition drastically took a turn for the worst. She coughed blood. She could barely walk and was almost choking on fluids from her lungs. At the vet office waiting to go in she completely collapsed and I had to pick her up from the floor and carry her into the consultation room. In doing so she coughed copious amounts of blood all over the foyer and my heart sank as I realized that this is really something bad and my child is very sick.

Obviously we opted for a hospital stay with the vet as she would be in much better hands than at home, given her symptoms. The vet suggested we put her on a drip to try and stabilize her condition, and monitor her to see what the next step can be.

At 19:00 that evening I checked in and things were still grim as she was not responding to the treatment.

On Friday the 15th we got up early that morning and like lambs to the slaughter we drove to the vet at 7am, knowing that what we are about to find might not be the greatest news.

As expected we were told, that given her age, that it would be in her best interest to not let her suffer any longer. As, unfortunately an overnight hospital monitoring and treatment did even help.

So, after a decade of incredible memories and cuddles and love we said goodbye. Most probably the hardest things I have done in my life.

We were issued with a full Statement of two invoices. One for the 14th Hospital stay, and one for the 15th Euthanasia and Cremation. I paid this on my credit card. R4500 in total. Right there and then, I couldn't be bothered as I was (then) certain that she is covered and we need to now deal with our emotions first.

I then forwarded this to One Plan. Firstly we were requested to send a Claim Form. The very same Claim Form I already sent on admission on the morning of the 14th after admitting her. Bit annoying, but ok. Then One Plan couldn't open the Invoice / Statement, which I then quickly saved as a PDF and resend. Also a bit annoying, its not that difficult.

The next day we got a Notification that the Cremation Claim has been processed and approved for R1500. Great, this is what we are covered for so it seemed that things were being taken care of while we are trying to deal with this ridiculous heartbreak and pain.

But this is where it goes completely south. Two days later we we got a notification that we a Vet Visit Claim was approved, and that this is basically a favour to us as the invoice does not fall within the Hospital Admission perimeters. So R1300 was awarded to us because they are sorry for our loss, but we need to understand that its only a favour because Vet Visits apparently can only be claimed two weeks apart.

On inquiry I was informed that apparently the Hospital Visit isn't covered. In order for it to qualify under a Hospital Visit there must be a "corrective procedure" or a "drip" or "surgery". Checking her into a hospital and having an invoice that clearly states "IV Unit", "Intravenous" to me clearly says exactly that there was an attempt to do a corrective procedure and that she was on a drip. That was the whole point of checking her into a hospital?!

To me the whole bill should have been settled as it was a Hospital Admission overnight that clearly outlines the vet's attempt to help my child. She has been on One Plan since 2016/7... Our claims have been the bare minimum in this period. Only claiming for the odd Routine Care and the odd Vet Visit. Regardless of our claims, what we have paid in all these years far out-ways the unpaid balance of R1700 for the hospital invoice, or even the claims paid out in total over the years. The complete lack of personal care is disheartening, especially when faced with such tragedy and grief. Dealing with robots, not taking into account our loyalty with One Plan, and our own personal circumstances. On top of that, even if somehow the Hospital Claim wasn't valid, which to me it clearly is, we are two people on a Blue Plan, another dog, and one of our cars are insured with One Plan. Surely this makes a difference in the greater scope of things.