RO
Ronel O
1 reviews | Active since Feb 2020
31 Jul 2024, 10:00
Customer Service GOING BACKWARD
This should be a MINUS one. I am getting extreamly tired of having to constantly contact the claims to to figure out why claims are not being paid, why they are rejected, why the app is broken more than it actually works. Why they dont communicate properly via e-mail. Is there a skill shortage in customer services? Can people not use a computer or a telephone? Do they not know how to type or talk?
I am seriously regretting having referred 2 potential customers to you.
I left Dotsure because of poor communication and poor customer service. Looks like i will need to find a new SP as oneplan is following in dotsure's poor footsteps.
Extreamly disappointed. You are dropping the ball big time here guys. Your customer service team, 1 out of every 10 working there has some pride, the rest might as well work for the govenment.
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Oneplan Insurance's replyOfficial
31 Jul 2024, 10:55Dear Ronel,
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, we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value you as our client.
Kindly note that should a client experience any issues with uploading the invoice via the App, we have various alternative platforms that one can use to upload the invoices. Invoices can be sent to us via Whatsapp on *** or an email can be sent to ***.
Records on our system confirm that we received the invoice for your fur-babies claim on the 29th of July 2024, our Claims department assessed and finalized the claim on the 30th of July 2024. Please be aware that our standard turnaround time for pet day-to-day claims is between 7 to 14 working days. As your claim was processed within this timeframe, you should have received feedback within 7-14 working days with the outcome of your claim.
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 do have your fur-babies best interests at heart, and 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.
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
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, we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value you as our client.
Kindly note that should a client experience any issues with uploading the invoice via the App, we have various alternative platforms that one can use to upload the invoices. Invoices can be sent to us via Whatsapp on *** or an email can be sent to ***.
Records on our system confirm that we received the invoice for your fur-babies claim on the 29th of July 2024, our Claims department assessed and finalized the claim on the 30th of July 2024. Please be aware that our standard turnaround time for pet day-to-day claims is between 7 to 14 working days. As your claim was processed within this timeframe, you should have received feedback within 7-14 working days with the outcome of your claim.
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 do have your fur-babies best interests at heart, and 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.
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
Oneplan Insurance's reply31 Jul 2024, 10:55
Official
Dear Ronel,
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, we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value you as our client.
Kindly note that should a client experience any issues with uploading the invoice via the App, we have various alternative platforms that one can use to upload the invoices. Invoices can be sent to us via Whatsapp on *** or an email can be sent to ***.
Records on our system confirm that we received the invoice for your fur-babies claim on the 29th of July 2024, our Claims department assessed and finalized the claim on the 30th of July 2024. Please be aware that our standard turnaround time for pet day-to-day claims is between 7 to 14 working days. As your claim was processed within this timeframe, you should have received feedback within 7-14 working days with the outcome of your claim.
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 do have your fur-babies best interests at heart, and 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.
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
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, we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value you as our client.
Kindly note that should a client experience any issues with uploading the invoice via the App, we have various alternative platforms that one can use to upload the invoices. Invoices can be sent to us via Whatsapp on *** or an email can be sent to ***.
Records on our system confirm that we received the invoice for your fur-babies claim on the 29th of July 2024, our Claims department assessed and finalized the claim on the 30th of July 2024. Please be aware that our standard turnaround time for pet day-to-day claims is between 7 to 14 working days. As your claim was processed within this timeframe, you should have received feedback within 7-14 working days with the outcome of your claim.
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 do have your fur-babies best interests at heart, and 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.
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