Pet insurance claims shouldn’t be confusing or time-consuming. At Oneplan Pet Insurance, we’ve simplified the claims process so you can spend less time worrying about paperwork and more time focusing on your pet’s health.
One of the most common questions we hear from South African pet parents is: How do pet insurance claims work, and when will I get my money back?
The answer depends on your Oneplan Pet Insurance plan and whether you’re claiming for a routine vet visit, an accident, an illness or a hospital admission. The good news is that claiming is designed to be quick, straightforward and easy to manage through the Oneplan App.
Here is what you need to know.
What type of Oneplan Pet Insurance plan do you have?
Your claims process depends on the Oneplan Pet Insurance plan you have chosen for your pet.
Some plans include day-to-day benefits, such as vet visits and routine care, while others are more focused on accident or hospital cover. This is important because the way you claim, and what you can claim for, will depend on the benefits included in your policy.
Oneplan Pet Insurance offers cover for unexpected moments, such as accidents and illnesses, while selected plans also help with more regular pet healthcare costs, such as vet visits and routine care.
Read more about understanding your policy schedule.
Do you have a Oneplan Claim Card?
If your plan includes day-to-day benefits, you may have access to the Oneplan Claim Card.
The Oneplan Claim Card is one of the things that makes our pet insurance different. Instead of always paying upfront and waiting to be refunded, you can use the Oneplan App to request funds before your vet visit.
Once approved, the funds are loaded onto your Oneplan Claim Card according to your available benefit limit. You can then use the card to pay at your vet, just like you would use a debit card.
How to claim using the Oneplan App
Here is how to load a claim on the Oneplan App:
- Log in to the Oneplan App.
- Select “Load Claim”.
- Choose the type of claim event.
- Select the date and the insured pet.
- Follow the prompts and submit your claim request.
Once the claim is processed, funds are loaded onto your Oneplan Claim Card according to your plan limits and available benefits.
After your vet visit, you will need to upload a detailed invoice on the Oneplan App to finalise your claim.
What if I paid the vet myself?
If you have already paid using your own money, you can submit a refund claim through the Oneplan App.
To do this, go to “My Claims” and select the refund option. You will need to upload the required documents and choose whether the approved refund should be paid into your bank account or onto your Oneplan Claim Card.
What must be included on my vet invoice?
To avoid delays, your invoice should include:
- The name of the insured pet
- The vet or practice details
- The practice number or VAT registration number, where applicable
- The date of service
- A clear breakdown of the treatment, medication or service provided
- The cost of each service or medication
If the invoice is handwritten or not printed on an official letterhead, a practice stamp may be required to validate it.
What if my pet needs hospital cover?
If your pet needs to be admitted to hospital, the claims process may be different from a regular vet visit.
For pet hospital claims, you may need to submit:
- A completed claim form
- A detailed account or invoice
- Supporting medical information
- Any additional documents requested during assessment
These documents can be sent to the relevant Oneplan Pet Claims team for review and processing.
In some cases, Oneplan may request your pet’s medical history to assess the claim.
What if I need to pay a vet deposit?
Vet emergencies can be stressful, especially when a deposit is required before treatment or admission.
Depending on your plan and available benefits, you may be able to use your Oneplan Claim Card to assist with the upfront cost. If your claim is later approved under a hospital benefit, the amount may be allocated to the correct benefit category during the claims process.
This helps pet parents manage unexpected vet costs with more confidence.
Are all pet emergencies covered under hospital benefits?
Not every emergency is automatically treated as a hospital claim.
If your pet is not admitted or does not require a qualifying procedure, the event may still fall under a vet visit or day-to-day benefit, depending on your plan.
That is why it is important to understand the difference between:
- A regular vet visit
- An emergency consultation
- A hospital admission
- A procedure or treatment event
When in doubt, check your policy wording or contact Oneplan before proceeding with treatment where possible.
Why Oneplan Pet Insurance makes claiming simpler
Pet insurance should give you peace of mind, not extra admin.
With Oneplan Pet Insurance, you can manage claims through the Oneplan App, request funds before selected vet visits, upload invoices digitally and keep track of your benefits in one place.
It is pet insurance designed to help you spend less time worrying about claims and more time caring for your pet.
Read about Oneplan Pet Insurance FAQs explained.
Final thoughts
Understanding how pet insurance claims work can help you feel more prepared when your pet needs care.
Whether you are visiting the vet for routine treatment, dealing with an unexpected accident or facing a hospital admission, knowing what to do before you claim can make the process smoother.
With Oneplan Pet Insurance, claiming is designed to be simple, practical and pet-parent friendly.
Because when your pet needs care, the last thing you should be worrying about is complicated paperwork.
Your Pet Insurance Family,
Oneplan.
