CP
Charlz P
1 reviews | Active since May 2020
07 Sept 2024, 13:46
Bad customer experience
Bad customer experience. My pet went for surgery and they requested a detailed invoice, they took over 4 months to revert and then say the invoice is not detail with not specifying exactly what they want. Tried numerous time reaching out and they keep refusing to pay for new vaccines for my pet due to them no confirming what the issue is with the invoice. Only interested in taking the monthly premium without providing clarity
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Oneplan Insurance's replyOfficial
07 Sept 2024, 18:27Dear Charlz,
Thank you for taking the time to bring this to our attention. We apologize for any inconvenience that has been caused and for the circumstances under which your posting has reached us. Please rest assured that this matter will be investigated, as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that for a claim to be reviewed under In-Hospital Admission we will require a completed claims form from the vet and the invoice must reflect details of an in-hospital corrective procedure. If the invoice does not reflect a corrective procedure, it will be reviewed under the Casualty benefit, on the Pet Primary, Classic, or Super Plan up to the respective cover limits as this is in line with our policy terms and conditions. All in-hospital claims must meet our admission matrix which is found in your policy schedule.
A detailed invoice including the proof of payment is required when claiming for any day-to-day benefits. Should you wish to load funds for another day-to-day claim, we would require the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds onto your Onecard.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly for all clients. We do have your fur-babies best interests at heart, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
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 any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention. We apologize for any inconvenience that has been caused and for the circumstances under which your posting has reached us. Please rest assured that this matter will be investigated, as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that for a claim to be reviewed under In-Hospital Admission we will require a completed claims form from the vet and the invoice must reflect details of an in-hospital corrective procedure. If the invoice does not reflect a corrective procedure, it will be reviewed under the Casualty benefit, on the Pet Primary, Classic, or Super Plan up to the respective cover limits as this is in line with our policy terms and conditions. All in-hospital claims must meet our admission matrix which is found in your policy schedule.
A detailed invoice including the proof of payment is required when claiming for any day-to-day benefits. Should you wish to load funds for another day-to-day claim, we would require the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds onto your Onecard.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly for all clients. We do have your fur-babies best interests at heart, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
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 any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Oneplan Insurance's reply07 Sept 2024, 18:27
Official
Dear Charlz,
Thank you for taking the time to bring this to our attention. We apologize for any inconvenience that has been caused and for the circumstances under which your posting has reached us. Please rest assured that this matter will be investigated, as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that for a claim to be reviewed under In-Hospital Admission we will require a completed claims form from the vet and the invoice must reflect details of an in-hospital corrective procedure. If the invoice does not reflect a corrective procedure, it will be reviewed under the Casualty benefit, on the Pet Primary, Classic, or Super Plan up to the respective cover limits as this is in line with our policy terms and conditions. All in-hospital claims must meet our admission matrix which is found in your policy schedule.
A detailed invoice including the proof of payment is required when claiming for any day-to-day benefits. Should you wish to load funds for another day-to-day claim, we would require the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds onto your Onecard.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly for all clients. We do have your fur-babies best interests at heart, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
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 any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention. We apologize for any inconvenience that has been caused and for the circumstances under which your posting has reached us. Please rest assured that this matter will be investigated, as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that for a claim to be reviewed under In-Hospital Admission we will require a completed claims form from the vet and the invoice must reflect details of an in-hospital corrective procedure. If the invoice does not reflect a corrective procedure, it will be reviewed under the Casualty benefit, on the Pet Primary, Classic, or Super Plan up to the respective cover limits as this is in line with our policy terms and conditions. All in-hospital claims must meet our admission matrix which is found in your policy schedule.
A detailed invoice including the proof of payment is required when claiming for any day-to-day benefits. Should you wish to load funds for another day-to-day claim, we would require the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds onto your Onecard.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly for all clients. We do have your fur-babies best interests at heart, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
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 any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan