OnePet insurance pays claims but app leaves much to be desired

So far they have paid for all my claims. Kanego Maile helped me this morning with a claim that was rejected. The claim was approved within minutes of talking to Kanego.

My one complaint is about the app. The claim was rejected because they said that I didn't submit a detailed invoice. I did submit it via the app and it did say that it was uploaded successfully, but after 3 or so days I got an email saying I didn't submit. There is no way to check your uploads on the app to even see if it did upload. It costed me a call of 35 min wait to speak to a consultant to solve this error on their side.

The next complaint about their app is when you request a new pin on your card then you wait at least 2 or so hours for the new pin to be sent. I was standing at the vet with a red face because I didn't have the pin yet. I called them that day as well to ask for a new pin and the consultant did say that she sent me a new pin. It took more than an hour to get to me after the call. It was an absolute frustration.

I also would love if I could set the pin to something i would remember. But there is absolutely no way to set your own pin apparently.

Overall I am mostly happy but I think there could be improvements on the app and things that the customer can check and do. I don't want to call you with every second claim to sort things out if it can be easily solved with certain features on the app.