Completely shocking and ***********

I write this review out of complete frustration and a loss of what else to do. I have had the most unbelievably bad and *********** service from OnePlan pet insurance. I signed up with OnePlan in August 2017 and opened a policy for my cat (10 years) and my dog (10 months). I app**** online with all the details and a consultant called me and set everything up. The policy was reinstated as at 1 Sept 2017 and my premiums were debited off my account each month. In November, I contacted one plan to apply for pre-authorisation for my cat to go in for his annual senior checks. It constitutes as a routine vets visit. I was then told that my cat was being removed from the policy because OnePlan does not insure animals older than 9 years old. I disclosed my cats age right from the outset and was not told that they could not insure him. So I was charged premiums for him for 4 months and suddenly just get told he is being removed from the policy. I contacted one plan numerous times thereafter to ask for a refund for the policies paid just for the cat. I was willing to leave the dog on the policy. I then get a notification to say the whole policy was being cancelled and I am being charged a R100 cancellation fee. Again, I call the call centre and spoke to Ayanda and said to not cancel the policy for the dog, they can just remove the cat. She said she would make sure they dont. Lo and behold, the next day I have R100 debited from my account and my premium for 3 months refunded to me. I called the next day and said that I want the R100 refunded to me and the 4th months premium that I paid also refunded because I was only refunded for 3. It took forever for a manager to get hold of me and I always had to contact OnePlan to get any type of communication. Sanam, a manager contacted me to let me know the policy for the dog was reinstated and I said I did not want it to be, they can leave it cancelled. Then another R100 cancellation fee has been taken off my account. So no they owe me 2x cancellation fees plus a months premium and I cannot get anyone to call me back. This is the most pathetic company I have ever had the misfortune of dealing with.