1 reviews | Active since Mar 2013
Bad service
I have struggled from the start. The consultants does not understand the invoices I have submitted. Espescially when it is multiple claims and it takes time to try and explain. The app is not as user friendly as I expected. Only 3 photos for a claim can be uploaded at once. It should be more, otherwise there is going to be more followups. Extending the time for the claim to be finalised. There are no replies to my Whatsapp messages. Only a message saying I am in the queue. Have been 20 hours now and waiting. How can you expect for the funds to be loaded on Onecard in time before the visit to the vet? Preloading of funds to Onecard was the main reason I joined Oneplan. I must pay out of my pocket and submit a claim. Then I could as well joined another pet insurance company.
Thank you for reaching out to us.
We sincerely apologize for any delays you may have experienced and the circumstances under which your Hellopeter posting has reached us, as we strive to attend to all our queries in a timely manner and we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that should a client experience any issues with uploading the invoice via the App, we have various alternative platforms that one can use to upload the invoices. Invoices can be sent to us via Whatsapp on *** or an email can be sent to ***.
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.
Oneplan
Thank you for reaching out to us.
We sincerely apologize for any delays you may have experienced and the circumstances under which your Hellopeter posting has reached us, as we strive to attend to all our queries in a timely manner and we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that should a client experience any issues with uploading the invoice via the App, we have various alternative platforms that one can use to upload the invoices. Invoices can be sent to us via Whatsapp on *** or an email can be sent to ***.
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.
Oneplan