SS
Shiloh S
1 reviews | Active since Mar 2024
29 Mar 2025, 13:40
Claims don't get paid!
Claims don't ever get processed. Unless you load funds to the card on the day of service, you can forget getting any refund. I've tried cancelling twice. They harass you to rethink cancellation. They totally ignored my last two claims yet I submitted it several times. The whatsapp agents just direct you to an email for claims. Now my pet has passed away, they acknowledged my cancelation yet the call centre agents still call for payments and you constantly receive text messages. Don't ever take insurance with one plan. Dotsure is much much more efficient with claims. Shiloh Wood
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Oneplan Insurance's replyOfficial
29 Mar 2025, 16:39Dear Shiloh,
Thank you for reaching out and bringing this matter to our attention.
We sincerely regret any inconvenience you have experienced and want to assure you that we take client feedback seriously. At Oneplan, we are committed to continuously improving our processes to uphold the highest standards of service. Your satisfaction is important to us, and we truly value your trust.
First and foremost, please accept our heartfelt condolences on the passing of your beloved furry companion. We understand how difficult this time must be for you and your family.
Upon reviewing your policy, we have confirmed that on 02/25/2025 you reached out to us on WhatsApp to follow up on your claims and were informed of the correct email address to submit your request and subsequently you sent an email to our claims address to process two refund claims, and received a response informing you that the claims were captured. As per the claims history on your policy, the last two claims processed—dated 2025/01/24 and 2025/02/25—were both approved and paid as bank refunds to your nominated account.
We have also conducted a thorough search using your email addresses and have not located any additional claims for processing. If you have any outstanding claims that require review, kindly forward them to *** with your policy number in the subject line, and we will be happy to assist.
We have also conducted a thorough search using your email addresses and have not located any additional claims for processing. If you have any outstanding claims that require review, kindly forward them to *** with your policy number in the subject line, and we will be happy to assist.
Regarding your policy cancellation request, our retentions team has made multiple attempts to contact you to finalize the process but has been unsuccessful in reaching you. On 2025/03/11, an SMS and email were sent to your registered contact details confirming the processing of your cancellation request.
Oneplan remains committed to the Treating Customers Fairly (TCF) principles, ensuring that every client is treated with fairness and transparency.
We sincerely apologize for any frustration this situation may have caused and appreciate your patience during this time. If there is anything further we can do to assist, please do not hesitate to reach out.
Kind regards,
Oneplan.
Oneplan.
Oneplan Insurance's reply29 Mar 2025, 16:39
Official
Dear Shiloh,
Thank you for reaching out and bringing this matter to our attention.
We sincerely regret any inconvenience you have experienced and want to assure you that we take client feedback seriously. At Oneplan, we are committed to continuously improving our processes to uphold the highest standards of service. Your satisfaction is important to us, and we truly value your trust.
First and foremost, please accept our heartfelt condolences on the passing of your beloved furry companion. We understand how difficult this time must be for you and your family.
Upon reviewing your policy, we have confirmed that on 02/25/2025 you reached out to us on WhatsApp to follow up on your claims and were informed of the correct email address to submit your request and subsequently you sent an email to our claims address to process two refund claims, and received a response informing you that the claims were captured. As per the claims history on your policy, the last two claims processed—dated 2025/01/24 and 2025/02/25—were both approved and paid as bank refunds to your nominated account.
We have also conducted a thorough search using your email addresses and have not located any additional claims for processing. If you have any outstanding claims that require review, kindly forward them to *** with your policy number in the subject line, and we will be happy to assist.
We have also conducted a thorough search using your email addresses and have not located any additional claims for processing. If you have any outstanding claims that require review, kindly forward them to *** with your policy number in the subject line, and we will be happy to assist.
Regarding your policy cancellation request, our retentions team has made multiple attempts to contact you to finalize the process but has been unsuccessful in reaching you. On 2025/03/11, an SMS and email were sent to your registered contact details confirming the processing of your cancellation request.
Oneplan remains committed to the Treating Customers Fairly (TCF) principles, ensuring that every client is treated with fairness and transparency.
We sincerely apologize for any frustration this situation may have caused and appreciate your patience during this time. If there is anything further we can do to assist, please do not hesitate to reach out.
Kind regards,
Oneplan.
Oneplan.