1 reviews | Active since Jul 2011
Annoyed with One Plan
I am utterly disappointed with One Plan Pet Insurance. I signed up on the 15th of Feb with my first debit date being 20 Feb 2023. Debit order went off successfully. Today 17/03/2023, I received the following SMS: Dear [Name], we were unable to collect your premium and will restart your cover on the 2023-04-01. Please ensure you have available funds for collection on 2023-03-20 and new policy documents will be emailed to you shortly. Kind regards Oneplan.
My premium was collected on 20 February 2023 and the next premium was only due on the 20th of March 2023. I phone at 8:36, the agent I spoke to was going to phone me back, she never did, I phone again at 13:05, agent said it is an error she can log a request to have it fixed, I want this policy cancelled and my money paid back, this is not the kind of service I signed up for and will be going somewhere else. If you don't give me my money back I will take you to the insurance ombud for *****.
Thank you for taking the time to bring this to our attention.
From the outset, we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for the inconvenience that has been caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for the inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
From the outset, we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for the inconvenience that has been caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for the inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan