JP
Jolene P
1 reviews | Active since Apr 2020
28 Sept 2023, 12:01
Disgusted in One Pet service
I joined One Pet last month and when I spoke to the consultant we agreed to my account been debited on the 27th and she told me that my premium would be active on the 1st October. They tried debiting my account last week and when I spoke to the consultant to let them know the correct debit date they also told me that my premium has a 2 month waiting period. I then asked to cancel my policy as they did not honor my debit date request and they **** about the activation date. I then sent an email on the 22nd September cancelling my policy and only received a response on the 27th September asking to contact me about the cancellation, which I suggested they call me straight away, 24hours later and still no response. They then debit my account for 2 separate amounts, this after cancelling which I had to reverse, this causing a negative impact on my credit name. I am so disappointed and disgusted with the service and deceit that I have experienced from a big and well known company that cannot deliver on their promise. I am urging all those who visit the hellopeter site to STAY AWAY FROM ONEPLAN as they are ****s and *****s.
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Replies (1)
Oneplan Insurance's replyOfficial
28 Sept 2023, 13:41Good day Jolene,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached 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 certain waiting periods are applicable according to the plan types that your fur-babies are covered on. The standard waiting period for illness in-hospital is 60 days from the inception date. This is applicable to the Hospital and Classic plan that your fur-babies are covered on. The Casualty and Pet Med Savings benefit that's available on the Classic plan carries a 30-day waiting period from the inception date.
Our products are marketed and disclosed that we cover up to certain cover limits as the cover is not unlimited and waiting periods will be applicable. Detailed information on the benefits, cover limits, and waiting periods is listed on your policy documents. Once the waiting period has been served you will be able to enjoy cover.
Records on our system confirm that a Consultant did attempt to contact you on the 27th of September on your listed contact number, however, it was to no avail.
Kindly note that clients have a 7-day cooling off period from the date of application. If a client discovers that they are unhappy with the product provided by the Insurer within this period, they have the option to cancel the policy within the 7-day cooling off period with no financial implications and if a premium was collected it will be refunded to the nominated bank account. If the request for cancellation was sent after the 7-day cooling off period there is a one (1) calendar month, (30 days) notice period that is required.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients. 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 hope to restore the experience. Kind Regards, Oneplan
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached 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 certain waiting periods are applicable according to the plan types that your fur-babies are covered on. The standard waiting period for illness in-hospital is 60 days from the inception date. This is applicable to the Hospital and Classic plan that your fur-babies are covered on. The Casualty and Pet Med Savings benefit that's available on the Classic plan carries a 30-day waiting period from the inception date.
Our products are marketed and disclosed that we cover up to certain cover limits as the cover is not unlimited and waiting periods will be applicable. Detailed information on the benefits, cover limits, and waiting periods is listed on your policy documents. Once the waiting period has been served you will be able to enjoy cover.
Records on our system confirm that a Consultant did attempt to contact you on the 27th of September on your listed contact number, however, it was to no avail.
Kindly note that clients have a 7-day cooling off period from the date of application. If a client discovers that they are unhappy with the product provided by the Insurer within this period, they have the option to cancel the policy within the 7-day cooling off period with no financial implications and if a premium was collected it will be refunded to the nominated bank account. If the request for cancellation was sent after the 7-day cooling off period there is a one (1) calendar month, (30 days) notice period that is required.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients. 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 hope to restore the experience. Kind Regards, Oneplan
Oneplan Insurance's reply28 Sept 2023, 13:41
Official
Good day Jolene,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached 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 certain waiting periods are applicable according to the plan types that your fur-babies are covered on. The standard waiting period for illness in-hospital is 60 days from the inception date. This is applicable to the Hospital and Classic plan that your fur-babies are covered on. The Casualty and Pet Med Savings benefit that's available on the Classic plan carries a 30-day waiting period from the inception date.
Our products are marketed and disclosed that we cover up to certain cover limits as the cover is not unlimited and waiting periods will be applicable. Detailed information on the benefits, cover limits, and waiting periods is listed on your policy documents. Once the waiting period has been served you will be able to enjoy cover.
Records on our system confirm that a Consultant did attempt to contact you on the 27th of September on your listed contact number, however, it was to no avail.
Kindly note that clients have a 7-day cooling off period from the date of application. If a client discovers that they are unhappy with the product provided by the Insurer within this period, they have the option to cancel the policy within the 7-day cooling off period with no financial implications and if a premium was collected it will be refunded to the nominated bank account. If the request for cancellation was sent after the 7-day cooling off period there is a one (1) calendar month, (30 days) notice period that is required.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients. 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 hope to restore the experience. Kind Regards, Oneplan
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached 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 certain waiting periods are applicable according to the plan types that your fur-babies are covered on. The standard waiting period for illness in-hospital is 60 days from the inception date. This is applicable to the Hospital and Classic plan that your fur-babies are covered on. The Casualty and Pet Med Savings benefit that's available on the Classic plan carries a 30-day waiting period from the inception date.
Our products are marketed and disclosed that we cover up to certain cover limits as the cover is not unlimited and waiting periods will be applicable. Detailed information on the benefits, cover limits, and waiting periods is listed on your policy documents. Once the waiting period has been served you will be able to enjoy cover.
Records on our system confirm that a Consultant did attempt to contact you on the 27th of September on your listed contact number, however, it was to no avail.
Kindly note that clients have a 7-day cooling off period from the date of application. If a client discovers that they are unhappy with the product provided by the Insurer within this period, they have the option to cancel the policy within the 7-day cooling off period with no financial implications and if a premium was collected it will be refunded to the nominated bank account. If the request for cancellation was sent after the 7-day cooling off period there is a one (1) calendar month, (30 days) notice period that is required.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients. 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 hope to restore the experience. Kind Regards, Oneplan