1 reviews | Active since Mar 2009
Beyond Appalling Service!
I have been with OnePet for 7 years and have never had a reason to complain. However, since a submitted an In-Hospital claim for a significant amount the service has been atrocious. Since I first submitted the claim on 08.02.2022 I was not given the correct information i.e. that a claim form needs to be completed. Once I submitted the claim form completed by the specialist vet on 16.02.2022, I have had zero feedback. I have to keep wasting my time to follow up and I keep getting told the same thing, that the claim will be submitted for review. Again today I phoned the claims department and was told that the consultant I spoke to yesterday had emailed me the claim form. Why, when it was emailed on the 16.02.2022! Maybe because it was only captured on the system on 02.03.2022 or maybe because it has not been captured at all. I don't feel like I'm being taken seriously and being a loyal client means nothing. Time to shop around.
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We do sincerely apologize for any inconvenience which has been caused. We do have your fur-baby's best interest at heart and wish that he has a speedy recovery.
As per our telephonic discussion, kindly note that the services rendered on the invoice were only diagnostic tests and medication which falls under the cover limit for the Casualty benefit.
For a claim to be considered under In-Hospital Admission, the invoice must reflect details of a a in-hospital corrective procedure. Should a diagnostic procedure result in a confirmed diagnosis the cost of the in-hospital corrective procedure will be covered under the authorized Hospital admission cover limit. Kindly note that all in-hospital claims must meet our admission matrix which is found in your policy schedule.
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, please note that this is by no means a ploy to refuse payment of the claim. 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.
We have proceeded to communicate with the Vet, once we receive the relevant feedback, we will revert to you.
Once again, we apologize for the inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We do sincerely apologize for any inconvenience which has been caused. We do have your fur-baby's best interest at heart and wish that he has a speedy recovery.
As per our telephonic discussion, kindly note that the services rendered on the invoice were only diagnostic tests and medication which falls under the cover limit for the Casualty benefit.
For a claim to be considered under In-Hospital Admission, the invoice must reflect details of a a in-hospital corrective procedure. Should a diagnostic procedure result in a confirmed diagnosis the cost of the in-hospital corrective procedure will be covered under the authorized Hospital admission cover limit. Kindly note that all in-hospital claims must meet our admission matrix which is found in your policy schedule.
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, please note that this is by no means a ploy to refuse payment of the claim. 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.
We have proceeded to communicate with the Vet, once we receive the relevant feedback, we will revert to you.
Once again, we apologize for the inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan