MM
Maria M
1 reviews | Active since Apr 2018
30 Jul 2022, 08:20
Lack of compassion
One Plan has decided out of their own accord to cancel my policy after debiting my account R1039. I informed them that I've had unplanned expenses and cannot catch up in one month to which they decided the appropriate action was to cancel my policy. Then when I said that I don't want to cancel my policy, they said that they would make a payment arrangement. When I contact them again, I'm again informed that a cancelation is pending due to me not paying 2 premiums when they have debited 3 months worth of premiums in one go. I feel like I've been met with no compassion. They can proceed with cancelation. I'm switching to a better pet insurance.
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Replies (2)
Oneplan Insurance's replyOfficial
30 Jul 2022, 09:53Good day Maria,
Thank you for taking the time to bring this to our attention.
It is deeply concerning of the circumstances under which your Hellopeter posting has reached us. Customer service is our number one priority, please rest assured that this matter will be investigated, as we do value you as our client.
Kindly note we have attempted to contact you on the listed number; however, it was to no avail.
As per our policy terms and conditions if your premium is unpaid, the cover applicable to the policy will lapse, subject to the grace period offered by us. Grace Period means the period of grace allowed for non‐payment of Premium. The Grace Period is fifteen (15) days from the first day of the month in which the Premium was due. Should the premiums be returned or rejected for any reason, the policy will be immediately suspended for the Grace Period of fifteen (15) days. Payment of your outstanding premium must be received before the fifteenth (15th) day of the month in which it is due. Should your premium not be successfully received for two (2) consecutive months, your policy will automatically cancel.
Records on our system reflect that a debit order was set to collect the premium for June, July and August as premiums need to be collected in advance. Kindly note that the cancellation can only be removed once the debit order successfully reflects on our system.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions.
Kindly provide us with a suitable time or an alternate contact number to contact you as we would like to provide you with more clarity on the above matter
Once again we apologize for the inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
It is deeply concerning of the circumstances under which your Hellopeter posting has reached us. Customer service is our number one priority, please rest assured that this matter will be investigated, as we do value you as our client.
Kindly note we have attempted to contact you on the listed number; however, it was to no avail.
As per our policy terms and conditions if your premium is unpaid, the cover applicable to the policy will lapse, subject to the grace period offered by us. Grace Period means the period of grace allowed for non‐payment of Premium. The Grace Period is fifteen (15) days from the first day of the month in which the Premium was due. Should the premiums be returned or rejected for any reason, the policy will be immediately suspended for the Grace Period of fifteen (15) days. Payment of your outstanding premium must be received before the fifteenth (15th) day of the month in which it is due. Should your premium not be successfully received for two (2) consecutive months, your policy will automatically cancel.
Records on our system reflect that a debit order was set to collect the premium for June, July and August as premiums need to be collected in advance. Kindly note that the cancellation can only be removed once the debit order successfully reflects on our system.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions.
Kindly provide us with a suitable time or an alternate contact number to contact you as we would like to provide you with more clarity on the above matter
Once again we apologize for the inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Oneplan Insurance's reply30 Jul 2022, 09:53
Official
Good day Maria,
Thank you for taking the time to bring this to our attention.
It is deeply concerning of the circumstances under which your Hellopeter posting has reached us. Customer service is our number one priority, please rest assured that this matter will be investigated, as we do value you as our client.
Kindly note we have attempted to contact you on the listed number; however, it was to no avail.
As per our policy terms and conditions if your premium is unpaid, the cover applicable to the policy will lapse, subject to the grace period offered by us. Grace Period means the period of grace allowed for non‐payment of Premium. The Grace Period is fifteen (15) days from the first day of the month in which the Premium was due. Should the premiums be returned or rejected for any reason, the policy will be immediately suspended for the Grace Period of fifteen (15) days. Payment of your outstanding premium must be received before the fifteenth (15th) day of the month in which it is due. Should your premium not be successfully received for two (2) consecutive months, your policy will automatically cancel.
Records on our system reflect that a debit order was set to collect the premium for June, July and August as premiums need to be collected in advance. Kindly note that the cancellation can only be removed once the debit order successfully reflects on our system.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions.
Kindly provide us with a suitable time or an alternate contact number to contact you as we would like to provide you with more clarity on the above matter
Once again we apologize for the inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
It is deeply concerning of the circumstances under which your Hellopeter posting has reached us. Customer service is our number one priority, please rest assured that this matter will be investigated, as we do value you as our client.
Kindly note we have attempted to contact you on the listed number; however, it was to no avail.
As per our policy terms and conditions if your premium is unpaid, the cover applicable to the policy will lapse, subject to the grace period offered by us. Grace Period means the period of grace allowed for non‐payment of Premium. The Grace Period is fifteen (15) days from the first day of the month in which the Premium was due. Should the premiums be returned or rejected for any reason, the policy will be immediately suspended for the Grace Period of fifteen (15) days. Payment of your outstanding premium must be received before the fifteenth (15th) day of the month in which it is due. Should your premium not be successfully received for two (2) consecutive months, your policy will automatically cancel.
Records on our system reflect that a debit order was set to collect the premium for June, July and August as premiums need to be collected in advance. Kindly note that the cancellation can only be removed once the debit order successfully reflects on our system.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions.
Kindly provide us with a suitable time or an alternate contact number to contact you as we would like to provide you with more clarity on the above matter
Once again we apologize for the inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
MM
Maria M's updateReviewer Update
30 Jul 2022, 09:59No, thank you. I've requested cancelation. I've changed insurers. Please don't contact me. I'm no longer interested.
MM
Maria M's update30 Jul 2022, 09:59
Reviewer Update
No, thank you. I've requested cancelation. I've changed insurers. Please don't contact me. I'm no longer interested.