1 reviews | Active since May 2019
Oneplan pet insurance
Dear complaints resolution officer
My name is Darynn Lewis, I have a policy for my 2 pets with the company. I logged a claim on 09/12/2023, this claim was rejected on the basis of requiring a legible invoice. I provided this invoice via email not long after it was requested . Following this submission, the vet reached out to you guys himself to ask what was required so that he could furnish us with it for us to give it to oneplan. My claim was once again rejected even after I gave what was requested, I queried this and was told it would take 7 days for a response, the response was that my invoice was not legible. I would be more patient if this happened over the span of 2 or so weeks, but this has been a battle of more than 2 months. My complaint is: I have submitted the necessary invoices more than 4 times now, one electronic and 1 handwritten from the same vet practice. My claim has been rejected multiple times, even after being reviewed by the assessor. Please can this be looked at once more and please can I receive a timeous response to my query.
Regards
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached as we do 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 a detailed invoice with the Vet's VAT number or Practice number is necessary for processing day-to-day benefits claims. Although we received your invoice, it did not include this required information.
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 to all clients. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
Please provide us with a suitable time to contact you to further discuss the matter at hand.
Once again we apologize for the inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached as we do 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 a detailed invoice with the Vet's VAT number or Practice number is necessary for processing day-to-day benefits claims. Although we received your invoice, it did not include this required information.
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 to all clients. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
Please provide us with a suitable time to contact you to further discuss the matter at hand.
Once again we apologize for the inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan