1 reviews | Active since Jan 2022
Be ready for LOTS of submitting.
My week dealing with OnePlan Pet Insurance ::
Fri - Request funds for annual check up and vaccinations for doggos. Funds are transferred to OneCard within 7 minutes (Yay OnePlan 👏👏)
Sat - Take doggos to Vet. Upload Vet bill on the OnePlan app when I get home (Attempt 1)
Tue - Get a call from OnePlan, I need to submit a Vet bill 🤔. Apparently one should not load it under the 'My Claims' tab, you should load it under the 'My Uploads' tab. No problem, load it again. (Attempt 2)
Wed - Get a SMS from OnePlan, documentation is still outstanding 🤷♂️🤦♂️ Load it again on the app. (Attempt 3)
Thu - Get a call from OnePlan. Documentation is still outstanding 😡🤬. Clearly your useless app is not working, give me an email address to send damn bill. Email bill (Attempt 4) and reload on the app (Attempt 5).
Thu - At 22:00 receive email. Enzo's claim has been rejected 😡😠🤬😤🤬😖😠
Fri - At 06:00 send message to OnePlan on 'Chat' function informing them they have till close of business to resolve this matter.
Fri - At 08:00 receive SMS. Enzo's claim has been rejected 😡😠🤬😤🤬😖😠
Fri - At 08:01 receive SMS informing claim has been approved.
Fri - Attempt contacting OnePlan to find out what happened this week, and why is it such a mission to submit a simple invoice. Call OnePlan. Sales, answers almost instantly (obviously). Hold on for claims.................... 33 minutes later I gave up 🙄. Use 'Chat' function on app, request a call back. Still waiting.
So yeah, that's my experience. Keep in mind: "You will not be able to load another claim until this claim is finalised." So, should something happen to my doggos during this 'pending' stage, no claims will be loaded.
Clearly there is some serious training to be done in this department. Or some management / team leaders needs replacing.
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 any inconvenience caused. It is deeply concerning of the circumstances under which your Hellopeter posting has reached us.
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, as we do value you as our client.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We have various platforms that one can use to upload the invoices. Invoices can be sent to us via Whatsapp or an email can be sent to *** or invoices can be uploaded via our Oneplan app. A detailed invoice is required for claims to be processed accordingly and the reason for this is for auditing purposes on our side and to prevent *****.
We have acknowledged your complaint and we have escalated the matter to the relevant department. This matter has been dealt as a priority; one of our consultants will be in contact with you.
Once again apologize for any inconvenience caused and 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 any inconvenience caused. It is deeply concerning of the circumstances under which your Hellopeter posting has reached us.
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, as we do value you as our client.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We have various platforms that one can use to upload the invoices. Invoices can be sent to us via Whatsapp or an email can be sent to *** or invoices can be uploaded via our Oneplan app. A detailed invoice is required for claims to be processed accordingly and the reason for this is for auditing purposes on our side and to prevent *****.
We have acknowledged your complaint and we have escalated the matter to the relevant department. This matter has been dealt as a priority; one of our consultants will be in contact with you.
Once again apologize for any inconvenience caused and hope to restore the experience.
Kind Regards,
Oneplan