1 reviews | Active since Dec 2019
Customer service not great anymore - actually shocking. What has changed?
At first my experience with Oneplan pet insurance was fantastic. They were on top of it. The funds can easily be loaded onto your Oneplan card and is available immediately, which is fantastic. However, then suddenly things changed with their customer support. I have been reaching out for more than two weeks now with zero response or help. I have loaded funds to my Oneplan card and need to upload the invoice, which I did. However, after numerous uploads over and over and over again, I have still not received any communication from them. I phoned them to try and get the claim sorted as I need to take my puppy back as he developed an infection, but once again, was " first in line" only to wait for 15 minutes on a call with no help, and eventually just hung up again.
I don't know what happened, but the customer service really is shocking at the moment. I don't know if it's just with me, but it's absolutely shocking. After so many emails, WhatsApp's, webchats and phone calls trying to get someone to assist with no answer whatsoever, I'm actually contemplating whether this is a good insurance for my pet moving forward.
Thank you for taking the time to bring this to our attention.
From the outset, we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for any inconvenience caused. It is deeply concerning the circumstances under which your Hellopeter posting has reached us.
Customer service is our number one priority, and this is not the level of service we aim to provide our clients with. Please rest assured that this matter will be investigated, as we do value you as our client.
Kindly note that should a client experience any issues with uploading the invoice via the Oneplan App, we have various alternative platforms that one can use to upload the invoices. Invoices can be sent to us via Whatsapp / App Chat or an email can be sent to ***. A detailed invoice is required for claims to be processed accordingly and the reason for this is for auditing purposes on our side and to prevent *****. Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us.
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 apologize for any inconvenience caused and hope to restore the experience.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
From the outset, we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for any inconvenience caused. It is deeply concerning the circumstances under which your Hellopeter posting has reached us.
Customer service is our number one priority, and this is not the level of service we aim to provide our clients with. Please rest assured that this matter will be investigated, as we do value you as our client.
Kindly note that should a client experience any issues with uploading the invoice via the Oneplan App, we have various alternative platforms that one can use to upload the invoices. Invoices can be sent to us via Whatsapp / App Chat or an email can be sent to ***. A detailed invoice is required for claims to be processed accordingly and the reason for this is for auditing purposes on our side and to prevent *****. Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us.
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 apologize for any inconvenience caused and hope to restore the experience.
Kind Regards,
Oneplan