1 reviews | Active since Jul 2020
DON'T WASTE YOUR TIME.
I pre-loaded a claim on one plan app in August last year. Then took my fur baby to the vet and as I always do, load the invoice on the app. I then get an email in August saying the app did not load the invoice and I must email the invoice to them. Did as I was asked and received confirmation that they received the invoice. To my knowledge the claim was paid and closed. I then start receiving SMS’s on the 9th February 2024 (5 months later) stating that the casualty claim cannot be processed due to the following reason Pet D2D – invoice not detailing all treating. I called Oneplan and was advised that someone will call me back. Then received other SMS’s dated the 11th and 19th February 2024, Mind you I am still waiting for the claims handler to call me back. Then I get another SMS’s 4th, I call their offices yet again. I was told they will follow up with the Vet for the invoice and get back to me. I then received yet another SMS’s on the 11th March 2024 demanding payment for the outstanding amount.
I called then again, and the technician advises that they called the Vet and await the invoice. I then call the Vet he says he did send through to them. I asked him to resend the email and cc me into the correspondence. I advised Oneplan the Vet will resend the email with the invoice. Called ends.
A few minutes after I dropped the call I get an email advising the following: “Your Casualty (Pawsualty for Pets) claim on 2023/08/22, Reference no. ***8 cannot be processed due to the following reason Require detailed invoice/statement. Please provide us with the required info as soon as possible.
You will not be able to load another claim until this claim is finalised. This can also be done using the upload function via our app.
Remember that Onepet is NOT a medical aid but medical insurance. Should you have any questions, please contact us on the numbers provided and our call centre will assist you.
We wish to always provide you with superior services. Our clients are our #1 priority. We look forward to establishing a healthy relationship with you. For any queries, please do not hesitate to contact us on ***.
Regards, The Oneplan Team”
They are too quick to call you when taking out the policy however one phone call to me from Oneplan in August last year could have avoided all this frustration.
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.
We always aim to process claims according to our set standards as well as the policy terms and conditions. According to our records, the status of the claim was first changed to 'rejected' on 29/08/2023. Upon the rejection of a claim, we are obliged to inform you of the status of the claim and request additional information, if required. The SMS's and email are automated and sent based on the status of the claim.
One of our claims consultants was in contact with you today to assist with the matter. It was established during your discussion that the detailed invoice from the vet is still required. The claim is currently being closely monitored by a claims consultant and we are still awaiting an email from the vet with the detailed invoice in order to fully assess and finalise the claim. The email received is an automated email that was sent due to the status for the claim. We truly apologise for any confusion or frustration caused by this automated message.
We can assure you that your matter is being handled and monitored with the utmost urgency and the claim will be assessed as soon as the required information is received. We value your feedback and remain committed to providing a seamless and efficient claims experience.
Once again, we apologize for the inconvenience caused and we hope to restore the experience.
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.
We always aim to process claims according to our set standards as well as the policy terms and conditions. According to our records, the status of the claim was first changed to 'rejected' on 29/08/2023. Upon the rejection of a claim, we are obliged to inform you of the status of the claim and request additional information, if required. The SMS's and email are automated and sent based on the status of the claim.
One of our claims consultants was in contact with you today to assist with the matter. It was established during your discussion that the detailed invoice from the vet is still required. The claim is currently being closely monitored by a claims consultant and we are still awaiting an email from the vet with the detailed invoice in order to fully assess and finalise the claim. The email received is an automated email that was sent due to the status for the claim. We truly apologise for any confusion or frustration caused by this automated message.
We can assure you that your matter is being handled and monitored with the utmost urgency and the claim will be assessed as soon as the required information is received. We value your feedback and remain committed to providing a seamless and efficient claims experience.
Once again, we apologize for the inconvenience caused and we hope to restore the experience.
Regards,
Oneplan