1 reviews | Active since Nov 2013
Customer service is a ****hole
I don't understand why the service has gone so backwards...I used to recommend this pet insurance to literally everyone I know, but now it seems like it's disappointment upon disappointment. Since I signed up AGAIN (I had this insurance before for 2 of my pets), I have had trouble with receiving my card, to receiving 2 cards, struggling to get through after speaking to 5 agents. I don't know why I was surprised, even when I got a SMS today saying my policy was cancelled due to non-payment. I sent new banking details in January and even got confirmation from the agent that it has been loaded. After receiving the SMS, I went on my account and saw no deductions had been made, and after all this time, they have been debiting my OLD account? How do you make an error like this??? When I tried speaking to customer service once again, I was helped by Celine, who ended the chat without addressing my query.
Honestly, it should not be this hard to receive the bare minimum level of service - one that I feel like I pay for. I will, unfortunately, not recommend this insurance to anyone and probably cancel this policy as well. It's a shame as I was so happy with their level of service before.
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.
Upon reviewing your complaint, we have escalated your policy and the matter to the relevant department for further investigation and assistance with addressing the events leading up to your posting.
At the moment, the policy is not set to be canceled. Due to a rejected debit order, the status of the policy will be changed to suspended, not canceled. The policy will only be set to cancel should two consecutive premiums not be paid.
The SMS notification you received regarding non-payment, includes a PayFast link that you may utilize to make a payment for the premium to keep the policy active.
In order for us to assist with verifying the banking details on the policy, may we kindly request that you send us an email with your bank account confirmation letter via email to ***. Please mention that your email is related to a HelloPeter complaint so we may assist promptly.
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 as we work to restore your faith in our services.
Kind regards,
Oneplan.
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.
Upon reviewing your complaint, we have escalated your policy and the matter to the relevant department for further investigation and assistance with addressing the events leading up to your posting.
At the moment, the policy is not set to be canceled. Due to a rejected debit order, the status of the policy will be changed to suspended, not canceled. The policy will only be set to cancel should two consecutive premiums not be paid.
The SMS notification you received regarding non-payment, includes a PayFast link that you may utilize to make a payment for the premium to keep the policy active.
In order for us to assist with verifying the banking details on the policy, may we kindly request that you send us an email with your bank account confirmation letter via email to ***. Please mention that your email is related to a HelloPeter complaint so we may assist promptly.
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 as we work to restore your faith in our services.
Kind regards,
Oneplan.
Thank you for getting back to us. We have sent you an email to the address registered on the policy and included the email address to which you may send the bank account confirmation letter.
We look forward to receiving your response so that we may assist further and resolve the matter.
Kind regards,
Oneplan.
Thank you for getting back to us. We have sent you an email to the address registered on the policy and included the email address to which you may send the bank account confirmation letter.
We look forward to receiving your response so that we may assist further and resolve the matter.
Kind regards,
Oneplan.