1 reviews | Active since Nov 2017
Disgusting service
Disgusted with the service from staff at one plan
I have 2 pets insured with you. 3 weeks ago I took them both to the vet, 1 was for routine care and the other for veterinary visit as he was ill. You guys approved the 1 claim and rejected the other. Apparently your authorization dept rejected the claim as they assumed it was for routine care and not a veterinary visit. I was back and forth liaising with you guys and was told I am liable to pay that amount in order for the policy to be unblocked.
Now the same pet is extremely sick, vomiting blood and diahrea and needs urgent medical treatment. I made an immediate payment and called you guys to unblock. After speaking to your *********** staff and extremely blunt manager Selina from authorisation dept, I was told I need to wait 48hrs for the payment to reflect. I pleaded with her to unblock and I will even send my proof of payment to no avail. I was hysterical and almost in tears and she was still adamant that I needed to wait 48 hours. If 1 of your family members are sick, will you be waiting 48 hours to take them to the doctor?
After getting no joy, I asked Selina on the recorded line if I somehow come up with the money and pay for the vet visit, will I be reimbursed to which she rep**** yes I will after I submit the invoice.
I cannot wait 48 hrs as it might be too late. So I will be taking my pet to the vet now and I will submit the invoice as stated by Selina. If there are any issues regarding this, I will be taking this further.
The whole point of me taking this insurance is to be covered in the event of an emergency but every time I try to use it, I have issues. This isn't the first time I have had issues with you guys and after reading some of the the reviews, I know there are many others as well.
Hi Kubashnee,
We're sorry to hear about your experience with us and for any inconvenience caused.
We have had a look into your policy and have noted that as per the invoices provided; the procedures carried out were in fact for routine care. Your routine care claim for 1 pet has been exhausted as there was a previous routine care claim and for this reason, we were unable to process this claim.
Unfortunately, should there be any outstanding amount, the system would not allow us to load any further claims up until this has been settled. As our finance is handled by a third party, your EFT payment may take up to 48 hours to reflect on our side.
Once the outstanding amount has been settled, you may submit your invoices through to us and we will then process your refund claim. We would once again like to apologize for any inconvenience.
Regards,
The Oneplan Team
Hi Kubashnee,
We're sorry to hear about your experience with us and for any inconvenience caused.
We have had a look into your policy and have noted that as per the invoices provided; the procedures carried out were in fact for routine care. Your routine care claim for 1 pet has been exhausted as there was a previous routine care claim and for this reason, we were unable to process this claim.
Unfortunately, should there be any outstanding amount, the system would not allow us to load any further claims up until this has been settled. As our finance is handled by a third party, your EFT payment may take up to 48 hours to reflect on our side.
Once the outstanding amount has been settled, you may submit your invoices through to us and we will then process your refund claim. We would once again like to apologize for any inconvenience.
Regards,
The Oneplan Team