GB
Gayle B
1 reviews | Active since May 2012
15 Nov 2024, 11:07
Appalling service from.Oneplan Pet insrance
During August I was admitted to.hospital for cancer surgery. My cat Nugget needed to be admitted to the vet hospital and I phoned and made arrangements for them to pay the vet directly. To date this has still not been done. On 19 Sept I phoned to enquire and the person I spoke to assured me that the payment will be made to the vet, who had also just phoned, that the payment will be made immediately. Despite definite agreed arrangements being made for the vet to paid directly this has not happened. Upon enquiry today II was informed that the hospital assessor wanted a proof of payment that I had paid the vet before I would be refunded. This is the most appealing service from this service provider and not the first time I have had problems with them. Don't insure your pets with One Plan they don't deliver on that they agree to.
Helpful (0)
Replies (2)0
Replies (2)
Oneplan Insurance's replyOfficial
15 Nov 2024, 13:05Dear ***le,
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We sincerely apologize for the inconvenience caused and the circumstances under which your Hellopeter posting has reached us. We do take customer feedback seriously to improve our service and processes to ensure that we meet our client’s expectations as we do value you as our client.
As per our telephonic conversation, kindly note that the claim has been captured on the system and will be finalized accordingly once we receive the tax invoice and proof of payment.
Payments for in-hospital claims can only be made directly to participating Vets who have a signed agreement with us. However, if a Vet requires upfront payment from the client, we will process a refund once the claim has been approved and finalized. Day-to-day claims can be loaded onto the Onecard and paid upfront at the Vet. The turnaround time for day-to-day claims to be processed is between 48 - 72 working hours and up to 30 working days for in-hospital claims to be processed as this is dependent on us obtaining all the required information in order to finalize the claim.
We are currently dealing with the matter, and we will revert to you with the relevant feedback.
Once again apologize for any inconvenience caused and hope to restore the experience.
Kind Regards,
Oneplan
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We sincerely apologize for the inconvenience caused and the circumstances under which your Hellopeter posting has reached us. We do take customer feedback seriously to improve our service and processes to ensure that we meet our client’s expectations as we do value you as our client.
As per our telephonic conversation, kindly note that the claim has been captured on the system and will be finalized accordingly once we receive the tax invoice and proof of payment.
Payments for in-hospital claims can only be made directly to participating Vets who have a signed agreement with us. However, if a Vet requires upfront payment from the client, we will process a refund once the claim has been approved and finalized. Day-to-day claims can be loaded onto the Onecard and paid upfront at the Vet. The turnaround time for day-to-day claims to be processed is between 48 - 72 working hours and up to 30 working days for in-hospital claims to be processed as this is dependent on us obtaining all the required information in order to finalize the claim.
We are currently dealing with the matter, and we will revert to you with the relevant feedback.
Once again apologize for any inconvenience caused and hope to restore the experience.
Kind Regards,
Oneplan
Oneplan Insurance's reply15 Nov 2024, 13:05
Official
Dear ***le,
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We sincerely apologize for the inconvenience caused and the circumstances under which your Hellopeter posting has reached us. We do take customer feedback seriously to improve our service and processes to ensure that we meet our client’s expectations as we do value you as our client.
As per our telephonic conversation, kindly note that the claim has been captured on the system and will be finalized accordingly once we receive the tax invoice and proof of payment.
Payments for in-hospital claims can only be made directly to participating Vets who have a signed agreement with us. However, if a Vet requires upfront payment from the client, we will process a refund once the claim has been approved and finalized. Day-to-day claims can be loaded onto the Onecard and paid upfront at the Vet. The turnaround time for day-to-day claims to be processed is between 48 - 72 working hours and up to 30 working days for in-hospital claims to be processed as this is dependent on us obtaining all the required information in order to finalize the claim.
We are currently dealing with the matter, and we will revert to you with the relevant feedback.
Once again apologize for any inconvenience caused and hope to restore the experience.
Kind Regards,
Oneplan
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We sincerely apologize for the inconvenience caused and the circumstances under which your Hellopeter posting has reached us. We do take customer feedback seriously to improve our service and processes to ensure that we meet our client’s expectations as we do value you as our client.
As per our telephonic conversation, kindly note that the claim has been captured on the system and will be finalized accordingly once we receive the tax invoice and proof of payment.
Payments for in-hospital claims can only be made directly to participating Vets who have a signed agreement with us. However, if a Vet requires upfront payment from the client, we will process a refund once the claim has been approved and finalized. Day-to-day claims can be loaded onto the Onecard and paid upfront at the Vet. The turnaround time for day-to-day claims to be processed is between 48 - 72 working hours and up to 30 working days for in-hospital claims to be processed as this is dependent on us obtaining all the required information in order to finalize the claim.
We are currently dealing with the matter, and we will revert to you with the relevant feedback.
Once again apologize for any inconvenience caused and hope to restore the experience.
Kind Regards,
Oneplan
GB
Gayle B's updateReviewer Update
16 Nov 2024, 23:03An arrangement was made to pyt the vet directly, which you have done with numerous of my claims, without aby reference to the vet having aa agreement. The trouble with Oneplan is that the goal posts are continuall changing without notification to the Client. Please note my phone call where I was assured that payment would be made directly to the vet. I will refer this matter to the Insurance Ombudsman.
GB
Gayle B's update16 Nov 2024, 23:03
Reviewer Update
An arrangement was made to pyt the vet directly, which you have done with numerous of my claims, without aby reference to the vet having aa agreement. The trouble with Oneplan is that the goal posts are continuall changing without notification to the Client. Please note my phone call where I was assured that payment would be made directly to the vet. I will refer this matter to the Insurance Ombudsman.