1 reviews | Active since Aug 2012
Gone downhill... fast.
These guys used to be great. With a large emphasis on 'used to be'. My pets (3 of them), have been with them for years! Recently, submitted a refund claim via the app for my dog, Blake. Recieved confirmation via SMS that it was being processed. (August 15th) Then, I followed up via the chat platform because I hadn't heard a word. (August 29th), I was told that it seems something 'went wrong' their side, and to please send through the invoice via the chat. They confirmed receipt thereof, and told me it would take 48 hours to be processed, and I would hear from them. Still... nothing. Follow up again, on Wednesday September 11th, finally get a response on Thursday September 12th, saying they see no request!? Then they forward me a form and say I gotta fill that out. A MONTH LATER!!? Soon as I reply to try understand what sort of a circus they running there, they end the chat, and so we go in circles. No explanation, no apology, no lets try help you, nothing. A B S O L U T E JOKE you guys are. You've got me chasing after you?! What sort of customer service is that?! Save yourself the frustration, and the cash, and go someone else, you'll thank me later, trust me.
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We sincerely apologize for any inconvenience caused and the circumstances under which your posting has reached. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value you as our client. As per our telephonic conversation dental scaling and polishing for your fu-babu are covered under the Pet Med Savings or Pet Med Booster benefit and dental extractions are covered under the Casualty benefit up to the respective cover limits.
According to our policy terms and conditions, Dentistry or treatment related to teeth/procedures are not covered under the in-hospital benefit, it will be reviewed under the Pet Med Savings/Booster and or Casualty benefit up to the respective cover limits. These benefits are available on the Primary, Classic, or Super Plan.
For a claim to be reviewed under In-Hospital Admission we will require a completed claims form from the vet and the invoice must reflect details of an in-hospital corrective procedure. If the invoice does not reflect a corrective procedure, it will be reviewed under the Casualty benefit, on the Pet Primary, Classic, or Super Plan up to the respective cover limits as this is in line with our policy terms and conditions. All in-hospital claims must meet our admission matrix which is found in your policy schedule. Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly to all clients. We do have your fur-babies best interests at heart, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
We have since proceeded to send an email to your listed email address and we will revert to you with the relevant feedback.
Once again, we apologize for the inconvenience caused and hope to restore the experience.
Kind Regards,
Oneplan
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We sincerely apologize for any inconvenience caused and the circumstances under which your posting has reached. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value you as our client. As per our telephonic conversation dental scaling and polishing for your fu-babu are covered under the Pet Med Savings or Pet Med Booster benefit and dental extractions are covered under the Casualty benefit up to the respective cover limits.
According to our policy terms and conditions, Dentistry or treatment related to teeth/procedures are not covered under the in-hospital benefit, it will be reviewed under the Pet Med Savings/Booster and or Casualty benefit up to the respective cover limits. These benefits are available on the Primary, Classic, or Super Plan.
For a claim to be reviewed under In-Hospital Admission we will require a completed claims form from the vet and the invoice must reflect details of an in-hospital corrective procedure. If the invoice does not reflect a corrective procedure, it will be reviewed under the Casualty benefit, on the Pet Primary, Classic, or Super Plan up to the respective cover limits as this is in line with our policy terms and conditions. All in-hospital claims must meet our admission matrix which is found in your policy schedule. Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly to all clients. We do have your fur-babies best interests at heart, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
We have since proceeded to send an email to your listed email address and we will revert to you with the relevant feedback.
Once again, we apologize for the inconvenience caused and hope to restore the experience.
Kind Regards,
Oneplan