The Answers To Common Claim Questions: Pet Insurance Has Never Been This Easy


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The Answers To Common Claim Questions

We explore how claiming works with Oneplan and how we have changed the game when it comes to pet insurance with simple and hassle-free claims.

We aren’t kidding when we say our pet insurance is so great you could cuddle it. That’s because we designed our insurance to make your life simpler.

How we do this is using an easy to use and smart app that does all the work for you (seriously, all you have to do is press a few buttons).

Common claim questions

When can I claim?

Emergency pet care

If your pet requires emergency medical care, then you need to follow a series of steps:

  1. Phone us for pre-authorisation (tell us what happened and an estimate of the expected costs from your vet, we will be able to tell you if you are covered for this specific event or not)
  2. Fill in a claim form (we will send you a claim form or your vet will already have a Oneplan claim form. Your vet will then stamp this form and send it to us for authorisation.)
  3. Keep in mind that you may have to pay for a deposit upfront.

If you are on our Classic or Super Pet plans, you can claim for a vet visit and swipe your Onecard to help pay for the deposit.

Have a look at everything you need to know about claiming for pet emergencies here.

Day-to-day care

Depending on your level of cover and chosen plan, you can also claim for vet visits.

Here’s how simple claiming is with Oneplan for vet visits:

  1. Login to your Oneplan App
  2. Enter your policy number and password
  3. Load your claim
  4. Select the item you want to claim for
  5. Select the date you want to claim for the consultation
  6. A confirmation SMS will be sent to you informing you of the money will be loaded onto your Onecard
  7. Remember to validate your claim by snapping a photo of your invoice and uploading this to the App

Do I have to pay my vet directly?

Thanks to our Onecard, we will transfer the funds needed onto this for you to swipe at your vet’s rooms.

If you have a pet insurance plan that includes vet visits (Pet Classic Plan and our Pet Super Plan include cover for vet visits and routine care) then you will receive your very own Onecard the moment you become part of our Oneplan Family.

This card is what you will use to swipe at your vet’s rooms to pay for a claim. This means that you do not have to pay for the claim first and then claim back from your insurer. Pretty great, right?

How much can I claim?

The amount you can claim will directly relate to the type of pet cover you have purchased and what kind of level this provides.

It’s important that you choose a plan that is suited to your own budget and the health needs of your pet.

Do some digging

It’s also vital that you spend time researching and finding out what your options are before you choose a pet insurance plan. You also need to make sure that you read the fine print of your policy document and know exactly what you are and more importantly, what you are NOT covered for.

Keep in mind that the more affordable the plan, the fewer benefits it has. It’s important that you choose a pet plan based on the breed, age and type of your pet as well as your own financial situation.

Some breeds are prone to specific health issues that might cost you a pretty penny. Short-snouted dog breeds such as pugs often develop breathing issues which require costly surgery to be corrected. Having a more comprehensive pet insurance plan in place can help pay these bills.

How long do I have to wait to be reimbursed for a vet visit?

For routine care and vet visits, you can use your Onecard to preload the claim and we will send the funds to your Onecard within seconds.

We will then assess the claim once you have uploaded a photo of your invoice for us to validate it.

If you have not made use of your Onecard and pay the vet out of your own pocket, then the turnaround time for these claims is up to 7 days (which is why it makes sense to use your pawesome Onecard).

Keep in mind that after assessing your claim, we still have the right to reject your claim.

Got any more questions? You’re barking up the right tree. Get in touch, pop us a mail or get a no-strings-attached quote right now.

Yours in cuddle-worthy pet insurance,


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