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### Extremely disappointing experience with OnePlan

I recently signed up for a OnePlan pet insurance policy and, from the beginning, clearly communicated that I wanted my **first debit order to go off on 25 August 2026**.

When completing the online application, I was instructed to select the inception date based on the date I was making the enquiry. I did this, but **at no point was I clearly informed that this would result in a pro-rata amount being collected immediately**.

On 18 August, OnePlan contacted me regarding the debit order. I again explained that I had specifically requested that my debit order go off on the 25th.

Despite this, I have now had **daily debit attempts of approximately R6 from 12 August**, relating to the pro-rata amount.

I contacted Customer Care to have this resolved. The response I received was that because I selected 7 August as the inception date, I was required to pay the pro-rata amount. When I explained that I had specifically requested the 25th as my first debit date and that the issue appeared to be with the advice I received from the advisor, I was told:

> “We do apologize that this was not explained to you in detailed however those are the terms for pro rata policies.”

The chat was then ended.

This is incredibly frustrating. I had **literally just explained that the issue was that your advisor had not correctly advised me**, yet instead of acknowledging that or investigating what I had been told, the response was essentially that it was my responsibility to understand the terms.

So, to be clear: **if your advisor gives a customer incorrect or incomplete information, is the customer now expected to take the blame for it?**

I did exactly what I was instructed to do and clearly communicated when I wanted my first debit order to go off. I should not have to deal with repeated debit attempts and then be dismissed by Customer Care when I raise the issue.

What made this even more disappointing is that I had only just become a customer. If this is the level of service I can expect at the start of my policy, I have serious concerns about what the experience will be like when I actually need assistance.

I would like OnePlan to:

1. Explain why my requested debit date was not correctly processed. 2. Review the recording of my original conversation with the advisor. 3. Investigate the repeated daily debit attempts. 4. Explain what will be done to rectify this. 5. Provide me with the process for cancelling my policy should I decide not to continue.

I signed up expecting a straightforward and transparent experience. Unfortunately, that has not been the case.

**Very disappointed, especially considering I have only just become a customer.**