Angelique

I would like to write a review about Oneplan Insurance. I had a problem to request funds on my Pet cover card during December 2021 and turned out that there was a rejected claim pending since May 2020, no one informed me that there was a rejected order or that this will affect any future claims and i have been a loyal customer since 2016 paying every month, I attempted to contact Oneplan on several occassions and requested them to call me back, on 6 Jan 2022 I called the call centre and waited for 10min to speak to someone, however then dialed off due to the long hold, I requested call backs and they did return my calls. I spoke to a few agents who explained the situation and advised me to make a payment which I did, in order to request any new claims, after the outstanding balance was paid I loaded my new claim, but the app kept on saying that the upload document did not load successfully, sms confirmation also indicated that the invoice is outstanding, I emailed it through but the funds still didnt reflect on the card, I then phoned them again today and immediately went through to Simon Mnisi, he assisted me very politely, he advised me that they will assess the invoice and further confirmation will be within the next 72 hours, I explained to him that I needed this done today as I am going away and has someone who will be looking after my dogs and I would like the funds to be available in a case of an emergency, Simon immediately gave me his email address to send the invoice through, he tracked it and escalated it to the claims department and managed to get the funds onto my card while I was still on the phone with him. Thank you Simon for finally assisting me and finalising my claim. Thanks to his prompt and polite service I no longer want to cancel the policy.