Oneplan Insurance

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.

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.

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.

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.

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 [email protected] 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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Dear Gabby, Thank you for bringing this matter to our attention. We sincerely apologize for the circumstances surrounding your HelloPeter posting and the inconvenience this has caused. Please be assured that we take customer feedback seriously, using it to continually improve our services and processes to ensure we meet our clients' expectations. Your satisfaction is important to us, and we value you as our client. Upon investigation, we have noted that a request to activate the policy in order for the claims to be captured had been escalated and this has been actioned. The claims will then be captured by our Claims team on the policy and feedback will be provided on the status of the claims once they have been reviewed. Once again, we truly apologise for the experience you've had and look forward to resolving the matter. Kind regards, Oneplan.

Hi Anne, Thank you for sharing your experience. We’re truly sorry to hear about your fur baby's hospital stay and hope they are doing better now. We’re glad that our team was able to support you with friendly service throughout the claims process and that your claim was settled in an efficient manner. Your feedback is sincerely appreciated and means a great deal to us. Kind regards, Oneplan.

Hi Deirdre, Thank you for your feedback. We’re pleased to hear that Mapula was extremely helpful and provided you with all the information you needed. We appreciate you taking the time to share your experience and will be sure to pass on your kind words. Kind regards, Oneplan.

Dear Riaangrim, 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 the matter had been escalated for urgent assistance and feedback, and have been informed that the claim in question has been reviewed and approved. We apologise that feedback was not provided to you in a timely manner and this will be addressed to ensure it does not happen again. With regards to the cancellation of the policy, if you have submitted the request to [email protected], an auto-response would have been sent with a reference number to acknowledge receipt of the request and advise on the TAT for a consultant to contact you and assist further. We will also follow up with the relevant department to advise on the request. We once again apologise for the inconvenience experienced. Kind regards, Oneplan.

Hi Zelda, Thank you for sharing your experience with us. We’re delighted to hear that Mapula assisted you in such a professional and friendly manner and ensured all your funding questions were answered clearly. Your acknowledgement of her effort and willingness to go the extra mile is greatly appreciated, and we’ll be sure to pass along your recognition to her. Kind regards, Oneplan.

Hi Debbie, Thank you for your feedback. We’re glad to hear that our speedy service left a great impression. Your support means a lot to us. Kind regards, Oneplan.