LS
Leslie S
1 reviews | Active since Oct 2012
08 May 2026, 10:18
Always an excuse not to pay the claims
Always an excuse not to pay the claims. Broken promises, lies, changed reasons for non payment - shocking customer service.
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Replies (2)LS
Leslie S's updateReviewer Update
08 May 2026, 10:29I have been busy with 3 claims since march 2026 - it is not May. For the first claim, I accepted the reason for the rejection, although I don't agree with it. I am now trying to get to the reason as to why they have rejected the two other hospital admissions - one for gastro and one for colitis. Not a continuation of the first admission, but two seperate hospitalisations there after. I am not rep**** to, I have been **** to, I have been promised calls that took three weeks to actually receive. On Wednesday I received another rejection with the reason being "we have received medical history from the treating vets, indicating that the gastroenteritis was a post op, from the surgery" - there wasn't any surgery done!!!!!!!!!!!!! I have been a customer for over 10 years, and this is the way you treat your loyal customers??? I will defintley not recommend One Plan for pet insurance, they do not value their customers.
LS
Leslie S's update08 May 2026, 10:29
Reviewer Update
I have been busy with 3 claims since march 2026 - it is not May. For the first claim, I accepted the reason for the rejection, although I don't agree with it. I am now trying to get to the reason as to why they have rejected the two other hospital admissions - one for gastro and one for colitis. Not a continuation of the first admission, but two seperate hospitalisations there after. I am not rep**** to, I have been **** to, I have been promised calls that took three weeks to actually receive. On Wednesday I received another rejection with the reason being "we have received medical history from the treating vets, indicating that the gastroenteritis was a post op, from the surgery" - there wasn't any surgery done!!!!!!!!!!!!! I have been a customer for over 10 years, and this is the way you treat your loyal customers??? I will defintley not recommend One Plan for pet insurance, they do not value their customers.
Oneplan Insurance's replyOfficial
08 May 2026, 11:10Dear Leslie,
Thank you for taking the time to speak with us and for sharing your concerns so openly. We sincerely apologise for the frustration, delays, and distress you have experienced. This is certainly not the level of service we aim to provide, especially to a long‑standing client.
Thank you for taking the time to speak with us and for sharing your concerns so openly. We sincerely apologise for the frustration, delays, and distress you have experienced. This is certainly not the level of service we aim to provide, especially to a long‑standing client.
As discussed during our call, we truly appreciate you allowing us the opportunity to address this matter. We will be reviewing the relevant call recordings related to your claims, as well as the communication you had with the consultants involved. A full investigation will be conducted, and the matter will be escalated to the appropriate department for further review.
Once the investigation and escalation process has been completed, we will provide you with a formal reference number for the escalation and will communicate the outcome to you directly.
We recognise your loyalty over the past 10 years and regret that this experience has caused you to feel unheard or misinformed. Your feedback is taken very seriously, and we are committed to ensuring that your concerns are thoroughly examined and addressed.
Thank you again for engaging with us and for bringing this matter to our attention. We appreciate your patience while we complete the review process and will be in contact as soon as possible.
Kind regards,
Oneplan.
Kind regards,
Oneplan.
Oneplan Insurance's reply08 May 2026, 11:10
Official
Dear Leslie,
Thank you for taking the time to speak with us and for sharing your concerns so openly. We sincerely apologise for the frustration, delays, and distress you have experienced. This is certainly not the level of service we aim to provide, especially to a long‑standing client.
Thank you for taking the time to speak with us and for sharing your concerns so openly. We sincerely apologise for the frustration, delays, and distress you have experienced. This is certainly not the level of service we aim to provide, especially to a long‑standing client.
As discussed during our call, we truly appreciate you allowing us the opportunity to address this matter. We will be reviewing the relevant call recordings related to your claims, as well as the communication you had with the consultants involved. A full investigation will be conducted, and the matter will be escalated to the appropriate department for further review.
Once the investigation and escalation process has been completed, we will provide you with a formal reference number for the escalation and will communicate the outcome to you directly.
We recognise your loyalty over the past 10 years and regret that this experience has caused you to feel unheard or misinformed. Your feedback is taken very seriously, and we are committed to ensuring that your concerns are thoroughly examined and addressed.
Thank you again for engaging with us and for bringing this matter to our attention. We appreciate your patience while we complete the review process and will be in contact as soon as possible.
Kind regards,
Oneplan.
Kind regards,
Oneplan.