Disappointing claims experience

I have pet insurance with Oneplan. I took my Furbaby early in December for a vet consultation.

She has a large mass which needs to be surgically removed, a skin condition as she is albino as well as enlarged anal glands.

The invoice is not very clear but the attending vet has given me a supporting letter stating what my Baby was treated for.

This claim has been rejected and I am now liable for the entire amount.

I totally understand policy benefits etc as I am also in the insurance industry, however, seeing as the letter states what she was treated for, I do not understand why you have still rejected this claim.

I have been trying to contact you through the call center, the chat platform etc since last year to get this sorted but it is near impossible to reach anyone. Your consultants call day and night if there's a possibility for a new sale but the after service and claims journey is pathetic.

I have been a long standing client and I am just disgusted at this level of service.

I am currently going through a financial crisis and to be told I am now liable for the full amount just adds more stress.

If this matter is not resolved amicably, I will have no choice but to take it further and go through the necessary channels and seek legal advice. I have already sent a complaint email to you.

I will also be looking to change insurers to a company even though I have been happy with Oneplan thus far.