TM
Twané Meyer
1 reviews | Active since Sept 2022
21 Jun 2024, 11:44
One Plan Pet Insurance
I submitted a claim for my dog to be spade. Receiving numerous sms's confirming that I already claimed, it cannot be approved. Stood at the vet embarrassed, as there was no money on the card.
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Oneplan Insurance's replyOfficial
21 Jun 2024, 14:08Dear Twane,
Thank you for bringing this matter to our attention and for speaking with us earlier.
We are sorry to hear of the circumstances under which your Hellopeter posting has reached us and we apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Thank you for bringing this matter to our attention and for speaking with us earlier.
We are sorry to hear of the circumstances under which your Hellopeter posting has reached us and we apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
As per our telephonic conversation for day-to-day claims, funds are loaded within 60 seconds onto the Onecard, and the system will pull the funds back if the funds are not utilized within 24 - 48 hours. Records on the system confirm that the funds were initially loaded on the 06th of June 2024 and due to it not being utilized the system pulled the funds back on the 08th of June 2024. Clients are still able to load new funds should the funds be reversed due to it not being utilized. This is just a security measure put in place since clients have access to load claim funds on the Onecard at any time.
Kindly note that the Pet Med Savings claim for your fur-baby has been approved and finalized as a refund onto your Onecard. We have since proceeded to send an email to your listed email address.
Once again, we apologize for the inconvenience caused and we hope to have restored the experience.
Kind Regards,
Oneplan
Oneplan Insurance's reply21 Jun 2024, 14:08
Official
Dear Twane,
Thank you for bringing this matter to our attention and for speaking with us earlier.
We are sorry to hear of the circumstances under which your Hellopeter posting has reached us and we apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Thank you for bringing this matter to our attention and for speaking with us earlier.
We are sorry to hear of the circumstances under which your Hellopeter posting has reached us and we apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
As per our telephonic conversation for day-to-day claims, funds are loaded within 60 seconds onto the Onecard, and the system will pull the funds back if the funds are not utilized within 24 - 48 hours. Records on the system confirm that the funds were initially loaded on the 06th of June 2024 and due to it not being utilized the system pulled the funds back on the 08th of June 2024. Clients are still able to load new funds should the funds be reversed due to it not being utilized. This is just a security measure put in place since clients have access to load claim funds on the Onecard at any time.
Kindly note that the Pet Med Savings claim for your fur-baby has been approved and finalized as a refund onto your Onecard. We have since proceeded to send an email to your listed email address.
Once again, we apologize for the inconvenience caused and we hope to have restored the experience.
Kind Regards,
Oneplan