First interaction with OnePlan & a nightmare!

I started off using the app which has a button to "Call me back", don't bother using it, it's there for show and does ****** all! I then submitted a claim as I was told by the sales person that my waiting periods would be waived as I was on another pet insurance for 2 years before moving. My dog hurt himself and needed to go to the vet, to which I was told I must pay and they will refund me. I paid, they told me they not paying me back because it's in a waiting period. I emailed to ask them to phone me and nothing. I phoned twice through to the call centre who did not bother to listen and I then asked both call centre agents to put me through to a manager. They kept me on hold for nearly 20min each and then hung up after saying "You are going through". Clearly trained by Home Affairs call centre. I pay for the top level pet insurance including the excess benefit and this is how I get treated. STAY AWAY FROM THIS **** COMPANY. THEY IGNORE YOU AND WONT PAY LEGIT CLAIMS