I just contacted them in regards to my pet insurance with them, to cancel, after the loss of our beloved Sadie this morning

Hi Lo-marie, 

We're truly sorry to hear about the loss of your beloved Sadie. Please accept our heartfelt condolences during this difficult time. We're grateful that Cate was able to assist you with such sincerity and compassion. At Oneplan, we understand how important our pets are, and we strive to offer the best support in moments like these. We'll be sure to pass along your kind words to Cate. 

Kind regards, 
Oneplan.