DN
Debbie N
1 reviews | Active since Dec 2012
07 Apr 2022, 13:38
Appalled at the service levels if claim consultants
I am disappointed at the decline of service levels from One Plan Pet. I have sent several emails enquiring about the breakdown of a claim and a amount that is apparently due to me - I am being given the runaround. After logging a complaint I was phoned this morning, could not take the call. No one phoned again or left a voicemail. I phoned back, was on hold for and extended period and the call got cut by a simple "good bye". I now got a response in email ince more and once again no straight answers to my questions. I am in shock an disbelief at the utter carelessness my enquiry is being dealt with. I have now requested a call back from a supervisor....who knows when this will happen?!?!
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Oneplan Insurance's replyOfficial
07 Apr 2022, 16:17Good day Debbie,
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
From the outset we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for any inconvenience caused.
Customer service is our number one priority, and this is not the level of service we aim to provide our clients with. Please rest assured that this matter will be investigated, and measures will be put in place to ensure that this does not reoccur as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
As per our telephonic discussion, kindly note that the claims for your fur-babies were processed and approved accordingly. The claim for Bailey was approved under the Pet Med Savings benefit. The claim for Shilo had to be split into Pet Med Savings and the Casualty benefit due to the services rendered on the invoice.
Preventative care claims for your fur-baby includes, voluntary sterilization, vaccinations, deworming, tick and flea control will be covered under the Pet Med Savings benefit. Vet consultation, prescribed medication, pathology, radiology and medically justifiable dentistry, minor procedures and treatments or diagnostic tests will be covered under the Casualty benefit.
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
From the outset we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for any inconvenience caused.
Customer service is our number one priority, and this is not the level of service we aim to provide our clients with. Please rest assured that this matter will be investigated, and measures will be put in place to ensure that this does not reoccur as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
As per our telephonic discussion, kindly note that the claims for your fur-babies were processed and approved accordingly. The claim for Bailey was approved under the Pet Med Savings benefit. The claim for Shilo had to be split into Pet Med Savings and the Casualty benefit due to the services rendered on the invoice.
Preventative care claims for your fur-baby includes, voluntary sterilization, vaccinations, deworming, tick and flea control will be covered under the Pet Med Savings benefit. Vet consultation, prescribed medication, pathology, radiology and medically justifiable dentistry, minor procedures and treatments or diagnostic tests will be covered under the Casualty benefit.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions.
Should you need any assistance, our Whatsapp team is available to assist you on ***. Please don't hesitate to pop us a message on this platform for further assistance.
Once again, we apologize for any inconvenience caused and hope to have restored the experience.
Kind Regards,
Oneplan
Should you need any assistance, our Whatsapp team is available to assist you on ***. Please don't hesitate to pop us a message on this platform for further assistance.
Once again, we apologize for any inconvenience caused and hope to have restored the experience.
Kind Regards,
Oneplan
Oneplan Insurance's reply07 Apr 2022, 16:17
Official
Good day Debbie,
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
From the outset we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for any inconvenience caused.
Customer service is our number one priority, and this is not the level of service we aim to provide our clients with. Please rest assured that this matter will be investigated, and measures will be put in place to ensure that this does not reoccur as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
As per our telephonic discussion, kindly note that the claims for your fur-babies were processed and approved accordingly. The claim for Bailey was approved under the Pet Med Savings benefit. The claim for Shilo had to be split into Pet Med Savings and the Casualty benefit due to the services rendered on the invoice.
Preventative care claims for your fur-baby includes, voluntary sterilization, vaccinations, deworming, tick and flea control will be covered under the Pet Med Savings benefit. Vet consultation, prescribed medication, pathology, radiology and medically justifiable dentistry, minor procedures and treatments or diagnostic tests will be covered under the Casualty benefit.
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
From the outset we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for any inconvenience caused.
Customer service is our number one priority, and this is not the level of service we aim to provide our clients with. Please rest assured that this matter will be investigated, and measures will be put in place to ensure that this does not reoccur as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
As per our telephonic discussion, kindly note that the claims for your fur-babies were processed and approved accordingly. The claim for Bailey was approved under the Pet Med Savings benefit. The claim for Shilo had to be split into Pet Med Savings and the Casualty benefit due to the services rendered on the invoice.
Preventative care claims for your fur-baby includes, voluntary sterilization, vaccinations, deworming, tick and flea control will be covered under the Pet Med Savings benefit. Vet consultation, prescribed medication, pathology, radiology and medically justifiable dentistry, minor procedures and treatments or diagnostic tests will be covered under the Casualty benefit.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions.
Should you need any assistance, our Whatsapp team is available to assist you on ***. Please don't hesitate to pop us a message on this platform for further assistance.
Once again, we apologize for any inconvenience caused and hope to have restored the experience.
Kind Regards,
Oneplan
Should you need any assistance, our Whatsapp team is available to assist you on ***. Please don't hesitate to pop us a message on this platform for further assistance.
Once again, we apologize for any inconvenience caused and hope to have restored the experience.
Kind Regards,
Oneplan