1 reviews | Active since Oct 2021
I have been trying s...
I have been trying since December to get a refund to my card as I had to pay cash for my dogs medicine and could not go into the Vet and use mybone plan card as I was in isolation and had to have it delivered... I recieved messages saying they have recieved it and will process it as soon as possible... STILL NOTHING!!! Also I am trying to put in my proof of purchase from the Vet for a new purchase and keep being told via sms it cannot be processed because of infomation,but it is a complete invoice... I am at the end of the tether as I have submitted 5 times and the invoice keeps getting rejected... I need to make a claim for other medications but now I can't and it's urgent! I need urgent action in both situations I am having trouble with...
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
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.
As per our telephonic conversation, kindly note that we will require a detailed invoice for claims to be processed accordingly. The statement will need to include the details of the Vet, the Vat registration number, it must include the pet's name, the services rendered and the amount.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The reason for this is for auditing purposes on our side and to prevent *****. Please note that this is by no means a ploy to refuse payment of the claim, as 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.
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 any inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
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.
As per our telephonic conversation, kindly note that we will require a detailed invoice for claims to be processed accordingly. The statement will need to include the details of the Vet, the Vat registration number, it must include the pet's name, the services rendered and the amount.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The reason for this is for auditing purposes on our side and to prevent *****. Please note that this is by no means a ploy to refuse payment of the claim, as 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.
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 any inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan