JR
Jonelle R
1 reviews | Active since Aug 2024
28 Aug 2024, 13:31
CANCEL My Policy
I have repeatedly emailed and phoned to cancel my policy with oneplan pet insurance, the call center can't cancel the policy and insist that you email *** which I have now done 3 times the first time 9 days ago. No one has acknowledged my email or rep**** to me. This is really poor service. I want my policy cancelled ASAP, this is a really inefficient way of doing business. There should at least be a phone number that can be contacted.
Helpful (0)
Replies (3)0
Replies (3)
Oneplan Insurance's replyOfficial
28 Aug 2024, 15:29Dear Jonelle,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached 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 our Customer Care Team cannot process cancelation requests directly on the system. All cancelations must be processed by our Cancelations Department. Once we receive a cancelation request, our Cancelations Team will contact you within 5 business days to assist you further.
If the cancellation request was sent after the 7-day cooling off period, there is a one (1) calendar month notice period that is required.
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
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Oneplan Insurance's reply28 Aug 2024, 15:29
Official
Dear Jonelle,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached 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 our Customer Care Team cannot process cancelation requests directly on the system. All cancelations must be processed by our Cancelations Department. Once we receive a cancelation request, our Cancelations Team will contact you within 5 business days to assist you further.
If the cancellation request was sent after the 7-day cooling off period, there is a one (1) calendar month notice period that is required.
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
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
JR
Jonelle R's updateReviewer Update
28 Aug 2024, 15:47Thank you for getting back to me, your consultant did get in touch, and this is sorted. I appreciate it. The issue was that my emails where not going through to one plan cancellation email address, and the consultant is investigating why that is, because the email address I used was correct and my email did go through to the consultant's direct email address, so if it wasn't for this platform, my query would not have been resolved. Thank you
JR
Jonelle R's update28 Aug 2024, 15:47
Reviewer Update
Thank you for getting back to me, your consultant did get in touch, and this is sorted. I appreciate it. The issue was that my emails where not going through to one plan cancellation email address, and the consultant is investigating why that is, because the email address I used was correct and my email did go through to the consultant's direct email address, so if it wasn't for this platform, my query would not have been resolved. Thank you
Oneplan Insurance's replyOfficial
28 Aug 2024, 16:39Dear Jonelle,
Thank you for providing us with feedback on the matter and for allowing us the opportunity to further assist you.
We have escalated the email issue, however, kindly note should clients experience any issues with contacting us we have various platforms for clients to utilize. Clients may contact our Customer Service Team on 010 001 014; alternatively, clients may send a "call me back" request directly from the App; you can send a message via WhatsApp at ***; or an email can be sent to ***, and one of our friendly consultants will be in touch with you.
Should you require any further assistance, please don't hesitate to send us a message on those platforms for further assistance.
Kind Regards,
Oneplan
Thank you for providing us with feedback on the matter and for allowing us the opportunity to further assist you.
We have escalated the email issue, however, kindly note should clients experience any issues with contacting us we have various platforms for clients to utilize. Clients may contact our Customer Service Team on 010 001 014; alternatively, clients may send a "call me back" request directly from the App; you can send a message via WhatsApp at ***; or an email can be sent to ***, and one of our friendly consultants will be in touch with you.
Should you require any further assistance, please don't hesitate to send us a message on those platforms for further assistance.
Kind Regards,
Oneplan
Oneplan Insurance's reply28 Aug 2024, 16:39
Official
Dear Jonelle,
Thank you for providing us with feedback on the matter and for allowing us the opportunity to further assist you.
We have escalated the email issue, however, kindly note should clients experience any issues with contacting us we have various platforms for clients to utilize. Clients may contact our Customer Service Team on 010 001 014; alternatively, clients may send a "call me back" request directly from the App; you can send a message via WhatsApp at ***; or an email can be sent to ***, and one of our friendly consultants will be in touch with you.
Should you require any further assistance, please don't hesitate to send us a message on those platforms for further assistance.
Kind Regards,
Oneplan
Thank you for providing us with feedback on the matter and for allowing us the opportunity to further assist you.
We have escalated the email issue, however, kindly note should clients experience any issues with contacting us we have various platforms for clients to utilize. Clients may contact our Customer Service Team on 010 001 014; alternatively, clients may send a "call me back" request directly from the App; you can send a message via WhatsApp at ***; or an email can be sent to ***, and one of our friendly consultants will be in touch with you.
Should you require any further assistance, please don't hesitate to send us a message on those platforms for further assistance.
Kind Regards,
Oneplan