TL
Talli L
1 reviews | Active since Nov 2021
30 Oct 2023, 08:54
BEYOND DISSATISFIED!!!!!
Oneplan pet insurance has been the most unbearable service provider to deal with. Nearly none of the people working there know what is going on with regards to policies!!! One person tells me my policy is cancelled the other tells me it’s not … which one is it?!?!? Further, I have been dealing with a matter for over 2 and a half weeks and still NO feedback !!! I have never dealt with such an unprofessional company !!! I am beyond disappointed and dissatisfied !!!! I wish I never signed up with Oneplan. So if anyone is looking for pet insurance Oneplan is DEFINITELY NOT A GOOD OPTION …. Unless you want to experience frustration and let down !!!!!!
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Oneplan Insurance's replyOfficial
30 Oct 2023, 11:00Dear Talli,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience or confusion caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note according to our policy schedule that was sent to your listed email address on the initial sign-up it states, should you cancel your policy within the cooling off period (seven (7) days from the date of application), any premiums and fees that have been debited will be refunded to your nominated bank account. If the request for cancellation was sent after the 7-day cooling off period there is a one (1) calendar month, (30 days) notice period that is required.
Upon investigation, we discovered that the application for the cover was done in June 2021 and a copy of the policy schedule was sent to your listed email address. We received your request for cancellation on the 16th of October 2023. Please note that this request was made after the 7-day cooling-off period, which means that a notice period is required for the cancellation of the policy.
Your last debit order was on the 28th of October 2023 and the cover will end on the 30th of November 2023. This is due to the thirty-one (31) day (one calendar month) notice period that needs to be served and premiums are collected advance. Confirmation of the cancelation has been sent electronically to your listed email address.
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 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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
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.
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience or confusion caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note according to our policy schedule that was sent to your listed email address on the initial sign-up it states, should you cancel your policy within the cooling off period (seven (7) days from the date of application), any premiums and fees that have been debited will be refunded to your nominated bank account. If the request for cancellation was sent after the 7-day cooling off period there is a one (1) calendar month, (30 days) notice period that is required.
Upon investigation, we discovered that the application for the cover was done in June 2021 and a copy of the policy schedule was sent to your listed email address. We received your request for cancellation on the 16th of October 2023. Please note that this request was made after the 7-day cooling-off period, which means that a notice period is required for the cancellation of the policy.
Your last debit order was on the 28th of October 2023 and the cover will end on the 30th of November 2023. This is due to the thirty-one (31) day (one calendar month) notice period that needs to be served and premiums are collected advance. Confirmation of the cancelation has been sent electronically to your listed email address.
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 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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
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 the inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Oneplan Insurance's reply30 Oct 2023, 11:00
Official
Dear Talli,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience or confusion caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note according to our policy schedule that was sent to your listed email address on the initial sign-up it states, should you cancel your policy within the cooling off period (seven (7) days from the date of application), any premiums and fees that have been debited will be refunded to your nominated bank account. If the request for cancellation was sent after the 7-day cooling off period there is a one (1) calendar month, (30 days) notice period that is required.
Upon investigation, we discovered that the application for the cover was done in June 2021 and a copy of the policy schedule was sent to your listed email address. We received your request for cancellation on the 16th of October 2023. Please note that this request was made after the 7-day cooling-off period, which means that a notice period is required for the cancellation of the policy.
Your last debit order was on the 28th of October 2023 and the cover will end on the 30th of November 2023. This is due to the thirty-one (31) day (one calendar month) notice period that needs to be served and premiums are collected advance. Confirmation of the cancelation has been sent electronically to your listed email address.
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 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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
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.
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience or confusion caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note according to our policy schedule that was sent to your listed email address on the initial sign-up it states, should you cancel your policy within the cooling off period (seven (7) days from the date of application), any premiums and fees that have been debited will be refunded to your nominated bank account. If the request for cancellation was sent after the 7-day cooling off period there is a one (1) calendar month, (30 days) notice period that is required.
Upon investigation, we discovered that the application for the cover was done in June 2021 and a copy of the policy schedule was sent to your listed email address. We received your request for cancellation on the 16th of October 2023. Please note that this request was made after the 7-day cooling-off period, which means that a notice period is required for the cancellation of the policy.
Your last debit order was on the 28th of October 2023 and the cover will end on the 30th of November 2023. This is due to the thirty-one (31) day (one calendar month) notice period that needs to be served and premiums are collected advance. Confirmation of the cancelation has been sent electronically to your listed email address.
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 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. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
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 the inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan