1 reviews | Active since Dec 2020
Extremely Disappointed with Oneplan’s Car Insurance Service
I feel compelled to share my deeply disappointing experience with Oneplan’s car insurance division. From the very beginning, the level of professionalism has been lacking. A few weeks ago, I attempted to cancel the policy and was told I would receive a callback—yet no one followed through.
What’s more troubling is that I was never informed that an inspection at PG Glass was required, nor was I provided with any assistance in arranging it. There was no follow-up, no guidance—just silence. It was only today, after my husband was involved in a terrible car accident, that the policy was officially cancelled.
To make matters worse, I called before 8 AM seeking urgent assistance and was told to call back after 8. When I asked what we would have done if we had needed a tow in the middle of the night, the consultant coldly responded that we would have had to arrange our own towing service. That response was not only shocking, it was heartbreaking.
The most frustrating part is that I initially trusted Oneplan because of a good experience with their pet insurance, which led me to also sign up for household and car cover. Unfortunately, that trust has been completely eroded.
To anyone considering Oneplan for car insurance—please be cautious. My experience has shown a clear lack of support, transparency, and accountability when it mattered most.
Thank you for taking the time to bring this to our attention.
We are sorry to hear of the circumstances under which your Hellopeter posting has reached us and we do apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Upon review of your complaint, the claim has been rejected due to non-validation. The insurer has not received an inspection report from PG Glass nor any images of the vehicle prior to the incident, whilst constant communication has been sent. Thus, due to the insurer not been able to confirm the condition nor existence of the vehicle, the claim has been regrettably rejected.
Communication regarding the uploading of the images was sent via SMS to the phone number listed on the policy multiple times, however, no images were uploaded to validate the vehicle.
Feedback has been sent via email regarding the claim and the complaints resolution process has also been attached to the email for your perusal.
We have noted that a request to cancel the policy was submitted on your behalf and we have followed up on this to have the matter rectified and the cancellation processed accordingly, with a request for the full premium to be refunded to your bank account.
Once again, we apologize for any inconvenience caused and truly hope that your partner is doing well.
Kind Regards,
Oneplan.
Thank you for taking the time to bring this to our attention.
We are sorry to hear of the circumstances under which your Hellopeter posting has reached us and we do apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Upon review of your complaint, the claim has been rejected due to non-validation. The insurer has not received an inspection report from PG Glass nor any images of the vehicle prior to the incident, whilst constant communication has been sent. Thus, due to the insurer not been able to confirm the condition nor existence of the vehicle, the claim has been regrettably rejected.
Communication regarding the uploading of the images was sent via SMS to the phone number listed on the policy multiple times, however, no images were uploaded to validate the vehicle.
Feedback has been sent via email regarding the claim and the complaints resolution process has also been attached to the email for your perusal.
We have noted that a request to cancel the policy was submitted on your behalf and we have followed up on this to have the matter rectified and the cancellation processed accordingly, with a request for the full premium to be refunded to your bank account.
Once again, we apologize for any inconvenience caused and truly hope that your partner is doing well.
Kind Regards,
Oneplan.