Complaints
If you’re not satisfied with any part of your service or claim experience, we’re here to make it right.
SUBMIT A COMPLAINT –
WE’RE HERE TO HELP
This complaint form is for formal complaints that require investigation and a written response. You will receive a written response within 21 days, in accordance with our Complaints Resolution Policy. For more urgent queries or immediate assistance, please contact us via our Call Centre, WhatsApp, Live Chat, or the Oneplan App.
COMPLAINTS FORM:
CONTACT DETAILS:
CALL US
010 0010 141
Monday to Friday
8:00 - 17:00
Saturday
8:00 – 12:00
Pet & Health Hospital
Authorisation,
Admission &
Emergency 24/7
WhatsApp
083 794 5452
Available during
business hours
After Hours
Customer Support on
Digital Platforms and
E-mail (No calls)
Saturdays, Sundays
& Public Holidays
8:00 - 17:00
Website Chat
Best for Desktop
Chat instantly by
clicking the Web
Chat (light blue icon)
at the bottom right
of the screen.
Available during
Available during
business hours
After Hours
Customer Support on
Digital Platforms and
E-mail (No calls)
Saturdays, Sundays
& Public Holidays
8:00 - 17:00
App Chat
010 0010 141
If you are a Oneplan
client make sure to
download the Oneplan
app to access your
policy, claims and in
app chat.
Website and App
Chat have the same
operating hours.
