Disappointed FurParent
I'm terribly disappointed in how your social media team responded to my complaint. Our 5 furbabies have been with Oneplan since Dec 2018 on the current policy. We have another that we're planning to insure now. Our first major claim was last year for Lilo's surgery and hospitalization. The rest were savings and pawsualty claims for the occasional cat fight, tummy bug or small injury. We did not even finish some of our savings from last year. Our premiums are quite high and we're due for renewal again soon. I asked if someone can contact us to assist with a better premium and I was told that you cannot assist as it depends on each pets risk profile. Why don't we get a discount for having more than 1 pet on the policy? What is our current loss ratio? I'd like a full, detailed breakdown from your actuaries to explain how our premium was determined as well as how the renewal premium will be calculated. I asked for a call back and for the above info and I was ignored. The current plan works for us as it's proved to cover our babies in case of an emergency. We stayed with Oneplan due to the service and easy claim process but it seems like client retention isn't really a focus for Oneplan and its all about the bucks they're cashing in.
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 of the circumstances under which your posting has reached us. Please rest assured that this matter will be investigated, as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that there are certain factors that are taken into consideration for the premium such as the age and breed of your fur-baby. Pet breeds and species have differing lifespans and claiming patterns; this translates into increasing claims during certain periods of a pet's life. Therefore, the increase is based on individual risk profile for each pet on the policy. We also annually review our insurance arrangements to ensure that our clients are sufficiently covered and that our products remain relevant, current and fair in line with our TCF commitment to all our clients. An increase also plays an important role to ensure that we continue to provide quality insurance to our fur-babies.
Please note that a multi-pet discount is added to all policies that have more than one pet. A 5% discount is added for a second pet and a10% discount from the third pet.
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.
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 of the circumstances under which your posting has reached us. Please rest assured that this matter will be investigated, as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that there are certain factors that are taken into consideration for the premium such as the age and breed of your fur-baby. Pet breeds and species have differing lifespans and claiming patterns; this translates into increasing claims during certain periods of a pet's life. Therefore, the increase is based on individual risk profile for each pet on the policy. We also annually review our insurance arrangements to ensure that our clients are sufficiently covered and that our products remain relevant, current and fair in line with our TCF commitment to all our clients. An increase also plays an important role to ensure that we continue to provide quality insurance to our fur-babies.
Please note that a multi-pet discount is added to all policies that have more than one pet. A 5% discount is added for a second pet and a10% discount from the third pet.
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