OnePlan Pet Insurance a drag.

After looking at a couple of Pet Insurances I decided on OnePlan because the monthly payment was affordable and you can do everything via Oneplan Cellphone App, even loading your claims. After a unfortunate incident where my dog got badly bitten we had to take him to the Vet and obviously Claim for it afterwards. Firstly the App would not accept the claim. When I wrote a complaint about not being able to use the convenience of the App for loading claims, I was told its because its a In-hospital claim and that why it was not possible. This was not a In-Hospital claim and don't get how a App can see its In-Hospital before even loading the invoice. I was then told to fill in forms which they sent and go back to the Vet so they can also fill it in before I can manually submit the claim. After doing that they acknowledged receipt of the claim and said its gonna take 7 to 14 working days for pay out. When I phoned today I was told again it may take 30days because its a In-hospital claim, this after I corrected them and after they could see on the invoice it was not. I am still waiting for them to call me back. This is not acceptable, my monthly payment is in their accounts every month on time but they need 3 weeks to process my claim and pay me back......how does this work!