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b.vanderwatt b.vanderwatt
1 reviews | Active since Jul 2016
10 Sept 2024, 14:40
OnePlan gives insurance brokers a bad name!
I am so sorry that I wasted my time & energy with these rude consultants. They are absolute sharks, telling me if I paid up front that they would waive the 30day waiting period. Now the 30day waiting period has also increased to 40 days. This was the only reason I decided to go with OnePlan. I should've rather gone with DotSure. Don't make the same mistake I made. Trying to cancel my policy due to their *********** customer service & that seems to be an even bigger headache. Absolute waste of money, time & energy.
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Oneplan Insurance's replyOfficial
10 Sept 2024, 16:43Dear Bianca,
Thank you for taking the time to bring this to our attention.
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience that has been caused and for the circumstances under which your Hellopeter posting has reached us. Please rest assured that this matter will be investigated, as we do value you as our client and take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have attempted to contact you on the listed number; however, it was to no avail.
Kindly note that we have an online sign-up where clients complete the application online as well as an Agent sign-up where a Sales agent will take you through a sales call and complete the application for you.
Records on the system confirm that your application was an online sign-up which means that the Sales agent only guided you through the process of signing up and all the cover limits and benefits offered were available for your review while you were signing up online.
We have reviewed the call recording, and it was confirmed that the policy will start on the 30th of August 2024 and that you would be paying a pro-rata amount, please note that the agent did not confirm that the waiting periods will be waived. The waiting period for the day-to-day benefit started on the 30th of August 2024 and would end on the 30th of September 2024 which means you can start claiming for the day-to-day benefit after the 30th of September 2024.
We have reviewed the call recording, and it was confirmed that the policy will start on the 30th of August 2024 and that you would be paying a pro-rata amount, please note that the agent did not confirm that the waiting periods will be waived. The waiting period for the day-to-day benefit started on the 30th of August 2024 and would end on the 30th of September 2024 which means you can start claiming for the day-to-day benefit after the 30th of September 2024.
As per our policy schedule that was sent to your listed email address on the 29th of August 2024, under General Conditions 5.7 it states that, If your pet has been covered by another insurance company for twelve (12) consecutive months preceding the Inception Date of this policy, the sixty (60) days general waiting period for Illness in Hospital will be waived. You will have to provide valid proof confirming that your pet was covered and inform us of any claims that your previous insurer has declined. A twelve (12) month waiting period will still be app**** for pre-existing conditions and exclusions listed in the policy. Please take note that the 30-day waiting period for day-to-day cover will still be applicable as we are only allowed to waive the 60-day waiting period for newly diagnosed conditions under the illness in-hospital benefit.
As per our policy terms and conditions, any cancellation requests must be sent in writing to ***. Once we receive a cancellation request, our Cancellations Team will contact the policy holder within 5 business days to assist with the cancellation. If the request for cancellation was sent after the 7-day cooling off period there is a one (1) calendar month notice period that is required.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly for all clients. We do have your fur-babies best interests at heart, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
Once again, we apologize for any inconvenience caused and we hope to have provided clarity on the above matter.
Kind Regards,
Oneplan
Once again, we apologize for any inconvenience caused and we hope to have provided clarity on the above matter.
Kind Regards,
Oneplan
Oneplan Insurance's reply10 Sept 2024, 16:43
Official
Dear Bianca,
Thank you for taking the time to bring this to our attention.
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience that has been caused and for the circumstances under which your Hellopeter posting has reached us. Please rest assured that this matter will be investigated, as we do value you as our client and take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have attempted to contact you on the listed number; however, it was to no avail.
Kindly note that we have an online sign-up where clients complete the application online as well as an Agent sign-up where a Sales agent will take you through a sales call and complete the application for you.
Records on the system confirm that your application was an online sign-up which means that the Sales agent only guided you through the process of signing up and all the cover limits and benefits offered were available for your review while you were signing up online.
We have reviewed the call recording, and it was confirmed that the policy will start on the 30th of August 2024 and that you would be paying a pro-rata amount, please note that the agent did not confirm that the waiting periods will be waived. The waiting period for the day-to-day benefit started on the 30th of August 2024 and would end on the 30th of September 2024 which means you can start claiming for the day-to-day benefit after the 30th of September 2024.
We have reviewed the call recording, and it was confirmed that the policy will start on the 30th of August 2024 and that you would be paying a pro-rata amount, please note that the agent did not confirm that the waiting periods will be waived. The waiting period for the day-to-day benefit started on the 30th of August 2024 and would end on the 30th of September 2024 which means you can start claiming for the day-to-day benefit after the 30th of September 2024.
As per our policy schedule that was sent to your listed email address on the 29th of August 2024, under General Conditions 5.7 it states that, If your pet has been covered by another insurance company for twelve (12) consecutive months preceding the Inception Date of this policy, the sixty (60) days general waiting period for Illness in Hospital will be waived. You will have to provide valid proof confirming that your pet was covered and inform us of any claims that your previous insurer has declined. A twelve (12) month waiting period will still be app**** for pre-existing conditions and exclusions listed in the policy. Please take note that the 30-day waiting period for day-to-day cover will still be applicable as we are only allowed to waive the 60-day waiting period for newly diagnosed conditions under the illness in-hospital benefit.
As per our policy terms and conditions, any cancellation requests must be sent in writing to ***. Once we receive a cancellation request, our Cancellations Team will contact the policy holder within 5 business days to assist with the cancellation. If the request for cancellation was sent after the 7-day cooling off period there is a one (1) calendar month notice period that is required.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly for all clients. We do have your fur-babies best interests at heart, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
Once again, we apologize for any inconvenience caused and we hope to have provided clarity on the above matter.
Kind Regards,
Oneplan
Once again, we apologize for any inconvenience caused and we hope to have provided clarity on the above matter.
Kind Regards,
Oneplan