Misleading Assurances, Rejected Claim, No Resolution

My experience with Oneplan Pet Insurance has been one of the most disappointing and disturbing customer experiences I have encountered.

The day after my pet was involved in an accident, and on the very day my pet required surgery, I was contacted regarding the transfer of the policy into my name. During that call, I made it explicitly clear that I was about to submit claims relating to the accident. I was assured by Samaya Samuels, Sales Executive: Pet, that transferring the policy would not affect those claims.

That assurance was critical. I was in a distressed and vulnerable state dealing with a pet emergency, and I re**** on what I was told.

After proceeding with the transfer, the claims were then denied on grounds connected to the policy transfer and waiting period issues — the exact opposite of what had been represented to me.

What makes this even worse is that Samaya Samuels was copied on later emails disputing the claim rejection and requesting review of the recorded conversation. Despite being directly involved, no clarification, accountability, or assistance was provided.

This creates the appearance of a sales-driven process where assurances are made when securing business, only for customers to face a completely different reality when it is time to claim.

Customers dealing with emergencies should not be exposed to misleading information, silence, and evasive complaint handling. Oneplan should urgently review its sales ethics, staff training, and complaint resolution standards.

As a result of the lack of meaningful resolution, I am now escalating this matter to the relevant national ombud and regulatory authorities for investigation.

Trust is easy to request from customers and much harder to earn. Based on my experience, I would honestly not recommend Oneplan Pet Insurance to anyone seeking reliable cover and fair treatment.