JP
Joy P
1 reviews | Active since Jul 2020
14 Dec 2022, 17:32
Lack of decent customer service
I have been having the worse experience with customer service. They are good at taking your premium each month just as long as you don't claim for hospital authorization, this is even if you have had a classic plan for your pets for over 5 years! You are on hold for 30 minutes and when you eventually get through they say they will call you back, which doesn't happen. So now you have to call back abe put on hold again for over 30 minutes. I had 3 policies and had to cancel 1 because my 1 dog was ******. Then they could call me nonstop to try and convince me not to cancel. I sent in a hospital authorization at 11.28 it s now 17.28 and still no feedback. I've been on the phone with them all day trying to get authorization. Joy Pietersen .
Helpful (0)
Replies (3)0
Replies (3)
Oneplan Insurance's replyOfficial
14 Dec 2022, 18:43Dear Joy,
Thank you for taking the time to bring this to our attention.
Thank you for taking the time to bring this to our attention.
From the outset we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for any inconvenience caused. It is deeply concerning of the circumstances under which your posting has reached us.
Please rest assured that this matter will be investigated, as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Oneplan
Oneplan Insurance's reply14 Dec 2022, 18:43
Official
Dear Joy,
Thank you for taking the time to bring this to our attention.
Thank you for taking the time to bring this to our attention.
From the outset we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for any inconvenience caused. It is deeply concerning of the circumstances under which your posting has reached us.
Please rest assured that this matter will be investigated, as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Oneplan
JP
Joy P's updateReviewer Update
15 Dec 2022, 09:24I can't with your false promises and apologies. I eventually got a callback with an empty apology as above, and my authorization was approved after a day filled with trauma, tears, and stress. The lady said this is not how you normally operate but I can assure you that this is what I am used to when dealing with Oneplan. I am once again holding on for the last 30 minutes while I've been "1st in line". I've left 2 messages for the lady who "helped" me yesterday to call me back. That was an hour ago. i know I am not the only client, but you need to improve your customer care and not lie to customers! I am truly disgusted! And I regret taking out this insurance. You are worse than government workers. I've emailed and still haven't gotten a response. But I do get emails about doing early debit orders daily.
By the way I'm still on hold but "first in line" .
By the way I'm still on hold but "first in line" .
JP
Joy P's update15 Dec 2022, 09:24
Reviewer Update
I can't with your false promises and apologies. I eventually got a callback with an empty apology as above, and my authorization was approved after a day filled with trauma, tears, and stress. The lady said this is not how you normally operate but I can assure you that this is what I am used to when dealing with Oneplan. I am once again holding on for the last 30 minutes while I've been "1st in line". I've left 2 messages for the lady who "helped" me yesterday to call me back. That was an hour ago. i know I am not the only client, but you need to improve your customer care and not lie to customers! I am truly disgusted! And I regret taking out this insurance. You are worse than government workers. I've emailed and still haven't gotten a response. But I do get emails about doing early debit orders daily.
By the way I'm still on hold but "first in line" .
By the way I'm still on hold but "first in line" .
Oneplan Insurance's replyOfficial
15 Dec 2022, 14:01Good day Joy,
Thank you for reaching out to us.
We sincerely apologize about the way you feel.
Kindly note that we have been in contact with the Vet, and we will be in contact with you once we receive the relevant information from the Vet.
Once again, we apologize for any inconvenience caused as we do value you as our client.
Kind Regards,
Oneplan
Thank you for reaching out to us.
We sincerely apologize about the way you feel.
Kindly note that we have been in contact with the Vet, and we will be in contact with you once we receive the relevant information from the Vet.
Once again, we apologize for any inconvenience caused as we do value you as our client.
Kind Regards,
Oneplan
Oneplan Insurance's reply15 Dec 2022, 14:01
Official
Good day Joy,
Thank you for reaching out to us.
We sincerely apologize about the way you feel.
Kindly note that we have been in contact with the Vet, and we will be in contact with you once we receive the relevant information from the Vet.
Once again, we apologize for any inconvenience caused as we do value you as our client.
Kind Regards,
Oneplan
Thank you for reaching out to us.
We sincerely apologize about the way you feel.
Kindly note that we have been in contact with the Vet, and we will be in contact with you once we receive the relevant information from the Vet.
Once again, we apologize for any inconvenience caused as we do value you as our client.
Kind Regards,
Oneplan