BJ
Brendon J
1 reviews | Active since Aug 2018
14 Jul 2022, 12:59
Delay is resolving claims
Service is pathetic, have been trying to resolve a claim since 09 June, I have submitted documents numerous times, via email, WhatsApp and the app, yet remains unresolved, keep getting excuses on all platforms, yet I’ve submitted the document that covers all the required details as requested. Then I get excuses that pet name doesn’t appear, yet it clear appears, then it’s resolution is not good, then I get additional forms, Oneplan sucks
Helpful (0)
Replies (6)0
Replies (6)
Oneplan Insurance's replyOfficial
14 Jul 2022, 13:07Good day Brendon,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience which has been caused and for the circumstances under which your Hellopeter posting has reached us. 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 we will require a detailed invoice for claims to be processed accordingly. The statement will need to include the details of the Vet, the Vat registration number, it must include the pet's name, the services rendered and the amount. Should you wish to load funds for another day-to-day claim, we would require for the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds on to your Onecard.
We have acknowledged your complaint and we have escalated the matter to the relevant department. This matter has been dealt as a priority; one of our consultants will be in contact with you.
Once again, we apologize for any inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience which has been caused and for the circumstances under which your Hellopeter posting has reached us. 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 we will require a detailed invoice for claims to be processed accordingly. The statement will need to include the details of the Vet, the Vat registration number, it must include the pet's name, the services rendered and the amount. Should you wish to load funds for another day-to-day claim, we would require for the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds on to your Onecard.
We have acknowledged your complaint and we have escalated the matter to the relevant department. This matter has been dealt as a priority; one of our consultants will be in contact with you.
Once again, we apologize for any inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan
Oneplan Insurance's reply14 Jul 2022, 13:07
Official
Good day Brendon,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience which has been caused and for the circumstances under which your Hellopeter posting has reached us. 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 we will require a detailed invoice for claims to be processed accordingly. The statement will need to include the details of the Vet, the Vat registration number, it must include the pet's name, the services rendered and the amount. Should you wish to load funds for another day-to-day claim, we would require for the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds on to your Onecard.
We have acknowledged your complaint and we have escalated the matter to the relevant department. This matter has been dealt as a priority; one of our consultants will be in contact with you.
Once again, we apologize for any inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience which has been caused and for the circumstances under which your Hellopeter posting has reached us. 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 we will require a detailed invoice for claims to be processed accordingly. The statement will need to include the details of the Vet, the Vat registration number, it must include the pet's name, the services rendered and the amount. Should you wish to load funds for another day-to-day claim, we would require for the previous claims to be concluded before loading any further claims. The reason for this is for auditing purposes on our side and to prevent ***** as funds are loaded within 60 seconds on to your Onecard.
We have acknowledged your complaint and we have escalated the matter to the relevant department. This matter has been dealt as a priority; one of our consultants will be in contact with you.
Once again, we apologize for any inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan
BJ
Brendon J's updateReviewer Update
14 Jul 2022, 13:18All the details you outlined are on the invoice as well the procedure list that I have submitted, yet it cannot be resolved
BJ
Brendon J's update14 Jul 2022, 13:18
Reviewer Update
All the details you outlined are on the invoice as well the procedure list that I have submitted, yet it cannot be resolved
Oneplan Insurance's replyOfficial
14 Jul 2022, 14:30Good day Brendon,
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
As per our telephonic conversation, kindly note that all is in order with the invoice received, however in the unforeseen event of an accident / in-hospital claim we will require a claims form to be completed by the vet for the claim to be reviewed under the in-hospital benefit. We have since proceeded to send an email to your listed email address and once we receive the completed claims form we will revert to you with the relevant feedback.
Kind Regards,
Oneplan
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
As per our telephonic conversation, kindly note that all is in order with the invoice received, however in the unforeseen event of an accident / in-hospital claim we will require a claims form to be completed by the vet for the claim to be reviewed under the in-hospital benefit. We have since proceeded to send an email to your listed email address and once we receive the completed claims form we will revert to you with the relevant feedback.
Kind Regards,
Oneplan
Oneplan Insurance's reply14 Jul 2022, 14:30
Official
Good day Brendon,
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
As per our telephonic conversation, kindly note that all is in order with the invoice received, however in the unforeseen event of an accident / in-hospital claim we will require a claims form to be completed by the vet for the claim to be reviewed under the in-hospital benefit. We have since proceeded to send an email to your listed email address and once we receive the completed claims form we will revert to you with the relevant feedback.
Kind Regards,
Oneplan
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
As per our telephonic conversation, kindly note that all is in order with the invoice received, however in the unforeseen event of an accident / in-hospital claim we will require a claims form to be completed by the vet for the claim to be reviewed under the in-hospital benefit. We have since proceeded to send an email to your listed email address and once we receive the completed claims form we will revert to you with the relevant feedback.
Kind Regards,
Oneplan
BJ
Brendon J's updateReviewer Update
14 Jul 2022, 15:08Thank you thus far, I trust this matter will be resolved speedily as soon I submit the additional forms
BJ
Brendon J's update14 Jul 2022, 15:08
Reviewer Update
Thank you thus far, I trust this matter will be resolved speedily as soon I submit the additional forms
BJ
Brendon J's updateReviewer Update
18 Jul 2022, 23:33Thank you resolving my claim and clearly explaining the confusion around the claim., Staff need to be trained in order for such simple issues becoming unnecessarily drawn out.
BJ
Brendon J's update18 Jul 2022, 23:33
Reviewer Update
Thank you resolving my claim and clearly explaining the confusion around the claim., Staff need to be trained in order for such simple issues becoming unnecessarily drawn out.
Oneplan Insurance's replyOfficial
19 Jul 2022, 09:19Good day Brendon,
Thank you for providing us with feedback on the matter.
We are pleased to hear that you are happy with the services provided appreciate the opportunity granted to restore the experience. We have noted your concerns mentioned in the above escalation to improve our service.
Thank you for choosing Oneplan as your preferred insurance for your fur-babies needs.
Kind Regards,
Oneplan
Thank you for providing us with feedback on the matter.
We are pleased to hear that you are happy with the services provided appreciate the opportunity granted to restore the experience. We have noted your concerns mentioned in the above escalation to improve our service.
Thank you for choosing Oneplan as your preferred insurance for your fur-babies needs.
Kind Regards,
Oneplan
Oneplan Insurance's reply19 Jul 2022, 09:19
Official
Good day Brendon,
Thank you for providing us with feedback on the matter.
We are pleased to hear that you are happy with the services provided appreciate the opportunity granted to restore the experience. We have noted your concerns mentioned in the above escalation to improve our service.
Thank you for choosing Oneplan as your preferred insurance for your fur-babies needs.
Kind Regards,
Oneplan
Thank you for providing us with feedback on the matter.
We are pleased to hear that you are happy with the services provided appreciate the opportunity granted to restore the experience. We have noted your concerns mentioned in the above escalation to improve our service.
Thank you for choosing Oneplan as your preferred insurance for your fur-babies needs.
Kind Regards,
Oneplan