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1 reviews | Active since Feb 2017
15 Nov 2023, 10:08
Lack of Service Delivery
Your day-to-day pet cover is OK. But why don't you don't want to pay for hospital stay and treatments while I'm paying for the In-Hospital Cover benefits? My pests are on Oneplan Pet Classic Plan. I'm trying to get refunds from you for more than 4 months now. Every time I ask for feedback, you tell me to submit the invoices. I have done so numerous times and still nobody is assisting me. I was warned by 2 vets that you always give problems when it comes to hospital stays and procedures. Now I'm experiencing it first-hand!!!!
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Oneplan Insurance's replyOfficial
15 Nov 2023, 10:19Dear Jorrie,
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 the inconvenience that has been caused and for any delays you may have experienced. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
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 the inconvenience that has been caused and for any delays you may have experienced. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that 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 covered under the Casualty benefit 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.
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 Insurance's reply15 Nov 2023, 10:19
Official
Dear Jorrie,
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 the inconvenience that has been caused and for any delays you may have experienced. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
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 the inconvenience that has been caused and for any delays you may have experienced. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that 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 covered under the Casualty benefit 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.
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