I have had such a positive experience with Oneplan. Their team is always exceptionally helpful, the agents are always friendly and their communication is seamless. What I particularly appreciate is ho... Toon meer
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Consultants either don't understand or don't know their own policy. I asked for the lowest plan that covers day to day emergencies. My dogs eye was injured, literal hole in his cornea. Vet sent us hom... Toon meer
Bedrijf heeft geantwoord
@Nomfundo Sihlabeni, You are a star, thank you so much for assisting me with my query, you called me for something else and when i told you my frustration you took it upon your self to see that my que... Toon meer
Bedrijf heeft geantwoord
Temba Xaba has been the most wonderful consultant. She listened carefully to my questions, addressed everything in detail. Gave honest opinion when asked. She was patient even when she needed to re... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
Oneplan is Insurance made simple. It’s cover for the things you love most - made easy. We offer affordable insurance without compromising on quality. Oneplan To Make Today Better.
Contactgegevens
Verenigde Staten
- www.oneplan.co.za
3,9
Goed
825 reviews
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Oneplan looks for ways not to pay!
22 mei 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
Dear Gideon,
We are concerned about your low rating and would like to gather more information on your experience so that we may address your concerns directly and clearly. May we kindly request that you send an email to care@oneplan.co.za with your policy details and tell us all about your experience so that we may have a look into it and assist further. In your email, please mention that it is related to a Trustpilot Complaint.
We look forward to hearing from you.
Kind regards,
Oneplan.
Nyabe Ntlhoka - Excellent Service
I called in to find out if my plan would cover in hospital fees and Nyabe Ntlhoka was honestly an excellent customer care agent, she assisted with a step-by-step process on how we can get our claim approved and gave my husband and myself reassurance. Thank you Nyabe, you are a star !!
14 mei 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
Hi Kay,
Thank you for sharing your service experience with us. We truly appreciate your 5 star rating and are delighted that Nyabe delivered exceptional service. We look forward to continuing to impress you for many years.
Thank you for choosing Oneplan!
Kind regards,
Oneplan.
Oneplan Pet Insurance has been one of the worst companies ever!!!
Oneplan Pet Insurance has been one of the most incompetent companies I have ever dealt with.
My sign-up call was never completed and I never gave final confirmation for the policy to proceed. Days later, I received an email saying they had experienced “technical issues” but had gone ahead and activated the policy anyway. Excuse me? Since when do companies get to proceed with financial agreements without proper consent? In hind sight legal action should have been taken at this point.
I immediately contacted them and cancelled the policy within the 7-day cooling-off period. I received written confirmation on 28 April that the policy had been cancelled.
Yet on 30 April, they still debited my bank account.
I called again demanding an explanation and was told the matter would be investigated and feedback would be provided. Of course, no feedback came. Instead, I received another apology email AGAIN confirming the policy was cancelled.
Then somehow, despite all of this, on 7 May I received a phone call saying the debit order had bounced and asking me to make payment on a policy that THEY confirmed was cancelled.
At this point it feels less like administration errors and more like complete chaos behind the scenes.
The entire experience has been an absolute nightmare:
Unauthorized policy activation
Debiting after cancellation
Zero communication
Endless contradictions
Complete lack of accountability
If this is how they handle new clients, I can only imagine the disaster of trying to process an actual claim.
Avoid at all costs.
8 mei 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
Hi Bronwyn,
We sincerely apologise for the distress, frustration, and inconvenience you have experienced.
The situation you’ve described is deeply concerning, and we regret that our service fell so far short of what you are entitled to expect from us.
We are truly sorry for the way this matter was handled, including the unauthorised activation of the policy, the confusion surrounding cancellation, the debit order communication, and especially the lack of clear and timely feedback. This is not the standard of service we aim to provide, and we understand how upsetting this experience has been.
We have reviewed the matter internally and can confirm that, according to our records, the debit order in question was not successfully processed. However, we fully acknowledge that the communication around this was inconsistent and caused unnecessary distress, and for that we sincerely apologise.
We also regret the manner in which you were treated while trying to resolve the issue and that you were required to repeatedly follow up without receiving adequate feedback. Your experience has been escalated for review so that we may address the breakdowns that occurred and prevent similar incidents going forward.
Thank you for bringing this matter to our attention. Your feedback is taken very seriously, and we are sorry that we were unable to meet your expectations during this interaction.
Kind regards,
Oneplan.
They are quick to sell and give you NO COVER!!!!!…
They are quick to sell and give you discount, but when ONEPLAN need to stepup and do what they promised. They find all the excuses not to give authorization to do procedure, you have to stand by helpless and watch how your pet suffers. Carina De Villers, still waiting for your call.
Regards
Eduard & Nicolene Ellis
7 mei 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
Dear Eduard,
We are truly sorry for the distress and frustration you have experienced. This is certainly not the experience we want any of our members to have, especially when it involves the health and well‑being of a beloved fur baby.
We understand how upsetting it is to feel unsupported during such a difficult situation, and we apologise for the disappointment and inconvenience caused. Your concerns regarding cover, authorisation, and follow‑up communication are taken very seriously.
We would like the opportunity to investigate this matter thoroughly and assist you further. Please could you kindly provide your policy number or registered contact details by sending us a direct message, or email us at petcare@oneplan.co.za so that we can review your policy and the specific circumstances around the claim and authorisation.
We are committed to understanding what went wrong and ensuring the appropriate team engages with you urgently.
Thank you for bringing this to our attention, and we hope to resolve this matter as soon as possible.
Kind regards,
Oneplan.
Oneplan did not come through for us…
Oneplan did not come through for us after 8 years of paying premiums. Something has clearly changed at this company as I had a ppsitive experience with them 5 years ago.
When my almost 13-year-old dog Maya later became critically ill with IMHA, needed repeated overnight admissions, several days of hospital care, and was ultimately euthanised, my claim was rejected with generic responses.
The first rejection said her treatment was more in line with cover for “minor illnesses” that do not require hospitalisation. There was nothing minor about a life-threatening autoimmune disease that ended in death.
We spent around R24,000 trying to save her. While grieving her loss, I then had to chase vague explanations with no proper breakdown of what was actually reviewed.
I also submitted invoices showing no money owing and even a credit, yet was still asked for proof of payment, which made it seem like the documents were not properly considered.
Sadly, after 8 years as a customer, when we needed them most, Oneplan failed us. I can no longer recommend them.
29 april 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
Dear Ashleigh,
Thank you for sharing your experience with us, and for taking the time to explain what you and your family have been through. We are truly sorry for the loss of your beloved Maya. Losing a fur baby is incredibly painful, and our sincere condolences are with you during this difficult time.
We also regret the distress and disappointment caused by the handling of your claim, especially given your many years of loyalty to Oneplan. We understand how upsetting it must be to face administrative frustrations while grieving, and we sincerely apologise for the inconvenience and confusion you experienced, including the feedback provided and the follow‑up process.
We would appreciate the opportunity to review your claim again in detail and ensure that your concerns are addressed properly. To allow us to do so, please kindly provide us with your policy details. You may send these to care@oneplan.co.za, with your policy number included in the subject line as a reference.
Alternatively, you are welcome to share your details with us via WhatsApp on +27 83 794 5452, and a member of our team will assist you further.
Once again, please accept our heartfelt condolences for your loss. We truly value the trust you placed in us over the years and would like the opportunity to assist you further and provide clarity on this matter.
Kind regards,
Oneplan.
Adding my second dog was effortless
Adding my second dog was effortless, thank you for you prompt service Mbali Vilakazi!! Marilize
29 april 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
Hi Marilize,
Thank you so much for your lovely feedback, Marilize! We’re delighted to hear that adding your second dog was effortless and that provided prompt and helpful service. We truly appreciate your support.
Kind regards,
Oneplan.
Worst service ever
I made all my payments for the two policies I have via debit order on time yet the moment they were to send my card, I got a message that said there was a shortfall and now that needs to be paid, when I tried to communicate this via their portal, they just didn't get back to me, they will also phone you and as soon as you answer, they drop the line in your ear.
15 april 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
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.
Oneplan mis sold policy
Oneplan mis sold policy
I took out a policy for full cover for my pet in November 2025, the agent told me OnePlan was runny a promo where i would get 50% off and no waiting period, This was no the case and I escalated this, a manager called me back and said after listening to the call he found I was mis sold and that going forward they would honor the price I was given however i have now been debited double , I called oneplan and was promised a call from a manager as they said they manager i initially spoke to no longer works there. To date no one has called
7 april 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
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.
Poor communication 08 April
Good day,
I was told on 01 April that I would be refunded my illegal deduction in 5 days. I called the call center and was told that I would receive my refund by tonight or latest tomorrow morning. A WhatsApp message was then received stating that the amount has been processed and will be in my account in 5 to 7 working days. That does not work for me and it is clear that you have incompetent staff who actually do not know what they are talking about. I would like a confirmed date as to when MY money will be paid back to me.
08 April 2026
Still awaiting my refund. My bank does not take this long to reflect a payment. Please send proof that this has been paid into my account.
7 april 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
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.
They look for any excuse not to pay…
They look for any excuse not to pay their claims.
Run a mile.... away from this company
11 februari 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
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.
Excellent Service from Thandeka Mazibuko
I would like to sincerely thank Thandeka Mazibuko for her prompt and efficient assistance in correcting the errors on my policy. After a frustrating start, she handled the matter quickly and professionally, ensuring that my details were updated without further delay.
Her clear communication and willingness to assist made a big difference, and I truly appreciate the turnaround time. Updated documents were sent through as promised, which restored my confidence in the service.
Thank you, Thandeka, for your excellent support!
30 maart 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
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.
Huge thanks to Mbali Vilakazi
Mbali Vilakazi assisted me and sorted out my challenge within the same day of reporting it. Thank you for your kindness and professional manner in which you comunicated with me
20 maart 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
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.
Excellent Service and quick with your…
Excellent Service and quick with your inquiry
13 maart 2026
Review zonder uitnodiging
Antwoord van 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.
Worst medical ever!!
Worst medical ever!!
Always looking for loopholes not pay. Ive been with then for a really longtime (9 years to be exact). I cant remember ever claiming and the process was smooth and hassle free.
I pay R1000 a month on premiums and have been claim free for the last 2 years. On the 17 March 2026 I put through a claim for R1400 and was declined.
If you go to the vet and need to process payment they always delay the payment into the card so you end up paying cash. The process of claiming back is even worse. Instead of offering you peace of mind when your furbabies are sick they give you more stress.
17 maart 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
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.
Abongile Raran was awesome
Abongile Raran was efficient and so quick to change the banking details. No long process, no unnecessary phone calls. Very impressed.
16 februari 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
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.
Simple Efficiency
Easy, Transparent and Super Helpful......Thanks so much again,
2 februari 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
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.
Appalling service
Appalling service, no help, no information, no emails. No information, just randomly canceled my insurance without contacting me.
27 januari 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
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.
Reliable Pet Cover
Friendly, efficient and knowledgeable about my pet insurance cover query. Have not had any hassles with claiming or cover since inception for my 4 dogs in 2017
26 januari 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
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.
1st agent who assisted me with kindness…
1st agent who assisted me with kindness and empathy.
26 januari 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
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.
Pet insurance misleading
I took out one plan insurance for my pet in August 2025 prior to this i was with a other insurance for 5 years . When I took out the insurance I advised the consultant of the age of my pet and he said that is no problem my specific concern was that my pet is older but active and I have not had issue with him before. This is the first major concern he has picked up.Despite the consultant refusing to reconsider the outcome based on the information i was given and shared with her ,her response that she is fermiliar with the terms and conditions and they will take my dispute into consideration going forward but for this case there is not help. If I was give the headsup I would have never gone with One plan. I would have stayed with the previous insurance. Ive come to the conclusion that its easy for insurance to hide behind class when they have a responsibility to share information as unit . Sales should know the likelihood of rejections and how to sell options to people ,if not they should not be in the position to offer service if you going to be half hearted with information. Im going to repeat if I was informed that it would not be feasible to move my 10 year hold dog over cause I asked her said its fine .
23 januari 2026
Review zonder uitnodiging
Antwoord van Oneplan Insurance
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.
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