Cs
Carel simone.botes.sb
1 reviews | Active since Sept 2025
10 Sept 2025, 12:41
Although the policy works well for us, customer service is extremely slow at best
Although the policy works well for us, customer service is extremely slow at best. Sometimes taking longer than 20 minutes to receive a single line response. It can end up taking hours to get a query resolved. This is not acceptable. This is not a complaint about the person who assisted me, this is a complaint about the customer service experience. Employ more customer service representatives. It has been like this since the day I joined Oneplan Pet Insurance. This is not acceptable. Do better.
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Oneplan Insurance's replyOfficial
10 Sept 2025, 12:50Dear Carel,
Thank you for taking the time to share your honest feedback with us. We sincerely apologise for the frustration you’ve experienced with the speed of our customer service response times. We completely understand how inconvenient it is to wait extended periods for assistance, and we deeply regret that this has been your experience.
Please be assured that your feedback has been taken very seriously. While we’re pleased to hear that your policy has worked well for you, we recognise that service delays impact your overall experience, and this is not the standard we strive to uphold. Your concerns have been escalated to management for review, and we are actively working on improvements to ensure faster and more efficient support.
We value your loyalty and patience, and we are committed to doing better for you and all our clients.
Kind regards,
Oneplan.
Oneplan.
Oneplan Insurance's reply10 Sept 2025, 12:50
Official
Dear Carel,
Thank you for taking the time to share your honest feedback with us. We sincerely apologise for the frustration you’ve experienced with the speed of our customer service response times. We completely understand how inconvenient it is to wait extended periods for assistance, and we deeply regret that this has been your experience.
Please be assured that your feedback has been taken very seriously. While we’re pleased to hear that your policy has worked well for you, we recognise that service delays impact your overall experience, and this is not the standard we strive to uphold. Your concerns have been escalated to management for review, and we are actively working on improvements to ensure faster and more efficient support.
We value your loyalty and patience, and we are committed to doing better for you and all our clients.
Kind regards,
Oneplan.
Oneplan.